J.R.J. Tara Corporation

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,

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,

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

I recently used Uhaul U-boxes for a relocation from Washington state to Kansas City. It is impossible for me to exaggerate what a nightmare working with Uhaul corporate sales as well as the local Uhaul moving and storage branch (Pasco, WA) has been. I just arrived in Kansas City and called to schedule the final delivery of my containers to my residence. During this phone call I was informed that my containers were still in Washington and had been there in storage for the previous 2 weeks.

Now, after living out of suitcases for two weeks, I'm told it will be another 10 days before my belongings arrive. According to the Uhaul sales manager:

"The box(es) were never lost, they just were not checked into the location via our system and the location didn't know they had them." So, in addition to the nearly $3000 that Uhaul charged JUST for the shipping and box rental(I loaded them) I now must go an additional 10 days without my belongings. It is also very troubling that Uhaul so easily loses track of containers that contain tens of thousands of dollars of furniture, clothing and other personal effects.

I would strongly recommend that anyone looking for a service to ship their belongings avoid Uhaul at any and all costs- Rent a penske truck and drive it yourself, sell you stuff and buy new stuff, whatever - any option is favorable to contracting with Uhaul. As a result of their abyssmal service, my family will be living out of suitcases for a month total and massive hotel expenses are being incurred, as we have no intentions of sleeping on the floor of an empty house.

Review: I purchased a large U-Haul truck on February 25, 2014 around 5:45 pm. This purchase was for the relocation of a church. We were scheduled to return the vehicle the next day by 6:00pm. At about 5:00pm on Wednesday the key to the vehicle broke into the key slot on the outside of the driver side door of the truck. I called U-Haul to inform them of the issue. They explained to me that I would have to have the key removed from the door, and also replaced because they did not have a spare key. No one was dispatched to my aid. A locksmith came that night to extract the key, and stated that the key was old. This is a $75.00 personal charge to me. The key was mended and taken to [redacted] to have another one made as I was instructed, however; they could not duplicate the key because it had been broken. Subsequently, I had to leave the truck at the start location overnight. I was basically forced to extend my reservation time because nothing could be solved that night. The next morning, Thursday, February 27th, I went back to the truck. A different locksmith was able to duplicate the key. This was another personal expense of $150. After I entered the truck with the new key and tried to crank the engine, it would not start. Again, I called U-Haul's roadside assistance; I waited there for over two hours with no help. I had a speaking engagement and could not wait there any longer. I later received a call that the vehicle had been reported abandoned by someone and the U-Haul drivers came and picked it up, with the church's belongings still in it and took it back to the U-Haul location before the scheduled 6:00pm time. My wife had to then go to the U-Haul location after her work day to try to retrieve the truck. She spoke with an employee, [redacted]. He allowed her to get the truck, but it had a terrible malfunction where she had to stuff a plastic bag under the brake pedal upon parking so that it would not run the battery down. She returned the truck the same night. This in itself was a danger to my wife and others, but she was not asked if another vehicle could be provided or anything. In conclusion, we were charged two rental days instead of one, we spent over $200 to duplicate a key that we will never use again, our truck was taken before our extended contract was up, and my wife was put in danger driving a U-Haul that did not function properly, with the company's awareness. No one came to our aid in this situation. We are not pleased with the service of the Store Manager, [redacted], and the way she (mis)handled our situation.Desired Settlement: We would at least like to be reimbursed the $225 that was spent to remove and replace a key for U-Haul, when the key was old and rusted in the first place. Also, more frequent check should be made on ALL of their equipment to ensure optimal safety (including keys, and vehicle malfunctions).

Business

Response:

April 11, 2014

Revdex.com ID#: 1[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Mississippi regional office, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. Ms. [redacted] agreed to issue a refund for the locksmith charge once she has received the receipt.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I sent this to Uhual a month ago and have yet to receive a response. For 4 years, I was a customer with [redacted] until U hual took it over about a year ago. Ive been a loyal customer, never missing a payment and on time consistently. I am writing you, because I am confused and need clear understanding about my existing account with your company. I have a few questions with your staff at the [redacted] site and Im hoping to receive clarification as soon as possible. On February 13, I paid a bill which reflected a $20.00 increase. Four months later, I received another bill reflecting another $20.00 rate hike. In my understanding, U hual is a self-storage unit that came from [redacted], a brand new facility, and has the responsibility of simply holding and protecting belongings that are important to your customers. Youre not feeding, clothing, watering, or caring for people, so I cant seem to understand the purpose of a double rate hike? We buy the lock, do the work, and expect the environment to be clean and secure (which youve done.) However, it does not take this abominable fee to do this. Ive have checked many other neighborhood sites, and [redacted] is the highest. I am having a hard time understanding your rationale and your onsite Manager confused me even more with her explanation. Taxes? Month to month renters? Im sorry, but I am not buying a car or taking out a mortgage, I am simply storing furniture in two of your storage units. Clearly, U hual is gauging the customers in the city of [redacted] with these high fees. I am hoping that you will able to shed some light on this situation and provide some clarity. While I have been a loyal customer for almost 5 years, I will pay to have my items stored elsewhere, while informing the citizens of the city of [redacted] of other alternatives that are more affordable and reasonable.Desired Settlement: I would to like for them to clearly explain the reasoning for this double cost increase considering surrounding companies have not adapted this change. In addition, I would like for them have fees that are consistent with the services they are providing. If a refund is possible, I would like to receive it for the two extra payments I had to give in such a short time.

Business

Response:

Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to Ms. [redacted] today. Ms. Rodgers offered Ms. [redacted] a month's free storage on both units for the month of October. This will help to offset the increase in the storage payment for a few months.Our customers are very important to us and we regret to hear of situation 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.Compensation for one month of storage for my two units does not resolve the problem or answer my original question "What was the reason for a double increase in 2 months?" I am not convinced that this increase will not occur in the future, especially because I have not receive a clear and concise response from Uhual. My concern is not just for me, but for other residents in the community, senior citizens, and other people that have not (or are unable) to voice their concerns or outrage with this sudden increase. I want to reiterate that I have never been late with a payment with Uhual despite these outrages increases. However, instead of following up with me directly after contacting them initially with my concerns, a representative called me in July stating that I had a past due bill. Her lack of professionalism and poor customer service skills made me extremely upset and frustrated. She checked her records and realized that she was mistaken. I feel this is a poor representation of how Uhual has been ineffective with handling business and communicating directly with customers. Please f/u with me as soon as possible regarding my original concerns. In addition, to working with the Revdex.com, I am also forwarding my concerns to Mayor [redacted] Jr as this a concern for not just me, but for the other citizens of [redacted], [redacted]. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and answered all her concerns regarding the rate increases. He provided his cell phone number and requested she call him with any further issues or concerns she might come across in the future.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,[redacted]Executive AssistantU-Haul International

Review: On Oct 30, 2014 we rented a 4x8 foot trailer for our military move. When we picked up the trailer we had concerns since it was the oldest trailer on the lot. When we asked about our concerns we were assured that the trailer would make the long trip from Round Rock TX to Oak Harbor WA. When we stopped in Santa Rosa New Mexico on Nov 22014 to stretch our legs and walk our dog. We noticed that the cap that covers the nut to the axle was off and the trailer was squeaking and the wheel was wobbling I called U-Haul for repair service. They sent out a tow truck from [redacted] who told us the trailer would have to be exchanged. U-haul told him to upgrade our trailer to a 5x8 foot trailer which was too big for the small amount we were taking with us. I called U-haul again and spoke with a [redacted] to see what could be done since we would have to buy new tie down rope since we did not expect to have issues with the first trailer. I did request that [redacted] send a copy of our call and that I needed to talk to a manager about my concerns with purchasing new tie downs and repacking the trailer since I was unable to help due to health issues of my own. I was put on the phone with [redacted] in escalation management and I request from him that I get the call copy sent to me. I explained my concerns with [redacted] and he told me to save the receipts for any cost we have because of the break down of the trailer. He also told me that they had taken care of the crew that was going to repack the new 5x8 foot trailer. The tow truck driver said no one would come and that his son (who looked 16) would help us and pointed me in the direction of a store where I could buy tie downs. In that time my husband unloaded the 4x8 trailer with very littler help he said from the tow truck drivers son. When I got back my husband started to reload the trailer and all the tow truck drivers son did was stand around and watch. After my husband had just about finished I asked about getting the trailer hooked back up to my truck. By this time the tow truck driver was gone and I had to explain how to hook the trailer up to my truck since it was heavier now and couldn't be picked up by my husband. If we didn't have a jack with us the trailer would have never been hooked to my truck. This equipment break down cost us half a day of driving and an extra day in a hotel along with a full weight ticket in Santa Rosa since the military will not reimburse if we don't have all the proper paperwork. My break down No. [redacted]

When we started driving again after getting the new weight ticket I noticed that the trailer was not acting like the 4x8 foot trailer so I called and spoke with a [redacted] to try and talk with [redacted] again about our new issue and again I requested a copy of the call. She transferred me to a manager [redacted]. I also requested a copy of the call. He told me that it's not u-hauls concern if my truck was to get damaged by the new trailer I was pulling. I explained that my Husband had to hook up the 5x8 trailer with no help. [redacted] did get me to a u-haul location that did do an inspection to make sure it was hooked up properly, which it was but it wasn't loaded properly. We did not have enough heavy items to keep the trailer from tugging on my truck. So we had to stay in a hotel in Albuquerque since it was pouring rain and we could not reload the trailer yet a second time to put almost all of our item at the front of the trailer since they refused to give us the 4x8 trailer again.

Since [redacted] told me that the place I was dropping the trailer off at would reimburse us the cost we accrued because of the break down I asked Don the guy who was working when we returned the trailer. He called and spoke to someone at U-haul and in formed us of our claim No. [redacted]. Later that day a [redacted] had emailed me this:

Hello Christopher

we are writing to you to let you know for the break down we can refund $46.60 it is a off the amount of the truck rate. As for the hotel stay please send the receipt to us so we can take a look at it. And for the weight tickets we can direct you over to equipment recovery who can take a look and see if they can help you. The phone number is ###-###-#### they are open at 6am in Arizona time.

I tried to call [redacted] but was told by a [redacted] that she was at lunch. I told [redacted] to have [redacted] call me back. Since I did not get a call back I sent her this e-mail the next morning:

[redacted],

The compensation of 46 dollars is unacceptable. When the trailer was switched my husband had to unload and reload the new trailer with very little help from the son of the tow truck driver. He also had to reconnect the new trailer himself because the tow truck driver and his son had left.

When I spoke with [redacted] one of the escalation managers he told me to save my receipts for any new cost accrued because of the trailer break down. He also did not send me a copy of the recorded calls about this incident even though I requested them every time I called.

Please call me for more details this afternoon since you did not return my call yesterday as requested. [redacted] ###-###-####

I am still waiting for a response.Desired Settlement: I am requesting pay back for extra cost accrued by the break down of their equipment. Also compensation for my husband having to load and reload the 5x8 trailer with little to no help. $80 for the hotel, weight ticket and tie down. A minimum of 1/2 off the cost of the trailer which would be $175, since my husband had to do the work that the repair company and packing personnel the picked where of very little help. Especially since he had to redistribute the weight in the 5x8 trailer a second time since the help did not make sure it was loaded properly.

I am asking for a total of $255 in a refund back to the credit card that was used.

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Austin Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and addressed their concerns. A refund for $175 was issued as an adjustment on their rental along with a refund for $75.49 for their extra expense of a hotel and tie downs. 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

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,

Review: I had a propane tank filled at this location by [redacted] ,there where several people waiting to get tanks filled. First of all [redacted] lied about the price of them to be filled . I called the company and they gave me the right price. He filled the tank and yes it was my fought that I left it but with me being a regular customer I thought he would have put it in the back for me. When I went back in on Sunday to ask him about it [redacted] said that he saw it at 1:00 when he got off but he didn't move it. I call to talk to the manager [redacted] about it and he was very ugly about it. He talk to me as though I was not a regular customer at all.

Product_Or_Service: propane tankDesired Settlement: DesiredSettlementID: Replacement

I would like for them to give me another filled tank cause I paid for that tank and for it to be filled with propane.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted], followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and was able to reach an amicable resolution. [redacted] sent her a VIP Certificate for $55 in order to purchase another propane bottle and get it filled.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I 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

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,

Review: Contract number [redacted]. I rented a truck & car tow dolly. The folks at falls road [redacted] (dispatch location [redacted] I believe) did a fine job of hooking up dolly to truck & my car to tow dolly. I left the location & within 1/2 a mile both dolly tires were flat & one was off the rim. The location wouldn't take my call. I tried scores of times. My wife got through once & was told I must have hit a pot hole. That's not possible as the six tires on the truck were fine & the two tires on my car were fine. I find that comment infuriating & the fact they wouldn't take my call infuriating. Also I know I didn't hit a pot hole. I waited approximately 2 hours for roadside assistance to come with two new tires. The old tires were simply dry rotted according to road side assistance. I have contacted customer service three times. I feel I should get a full refund, an apology & a chocolate cake. However what I think is fair is that I receive a refund for the car dolly & the insurance I had on it. Each time customer service has said they will get back to me within 72 hours. Each time they have not.Desired Settlement: As per the above I entitled to, at minimum, a refund for the tow dolly & it's insurance. If Uhaul desires my return as a customer I would like a full & complete refund.

Business

Response:

April 2, 2014

Revdex.com ID#: 9990371

U-Haul Ref#: 557899

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

[redacted], our GM of our U-Haul at Falls Rd. location, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued a refund for the cost of the tow-dolly due to the delay of the breakdown he experienced. The refund in the amount of $186.56 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

U-Haul InternationalExecutive Assistant

Review: On May 17, 2013 I used my debit card for the deposit on a vehicle. When asked how I would be paying the balance when the vehicle was returned my father's card was used. They informed me that the original deposit would pend and fall off. The funds actually posted. I called the Uhaul I had gone to was informed this happens all the time and to give it a few days. The funds have yet to be refunded properly. I have spent the last week on the phone with uhaul and my bank. Uhaul has yet to send the funds to the bank. The manager of the store I had delt with has promised call me back, never does and is unavailable every time I call.Desired Settlement: I would just like the money refunded as quicky as possible.

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Eastern AZ, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to our GM of our U-Haul Moving and Storage at Gilbert and Houston and obtained details regarding Mrs. [redacted]’s rental experience. Once the credit card issue was identified by our GM on May 30th, an immediate refund was issued and processed on June 1st. Two voice mail messages were left for Mrs. [redacted] at the telephone number listed on the Revdex.com file. Mr. [redacted] also left his personal cell phone number for Mrs. [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: On may 7th rented a truck for a few hours my estimated total for 15miles was 37.54 and on my account 43.17 was held pending .. dropped truck after hours put key in drop boxwith correct amount of gas actually a lil over the amount stated in contract which is under my mothers name [redacted] .. On may 8th around 7:30 - 8:00 a.m checked my account and seen they had another transction being hel for 48.54 . When confronted they accussed me of not having correct amount of gas upon return when my statement shows in my account that there was gas put I never recieved my recipt via email until I called their corperate office as well as when I asjed to speak to a supervisor I was told I had to wait 48hr s n never did recieve a phone call bck in reguards to this situation I went to the east main st location showed my card holder statements that ahowed they still had a pending transiactions of 91.71 on my card I had 93.83 when I went to uhaul to rwnt truck for my mother when I checked my card on the 8th I was left with 1.87 after showing amarylis soto my statement on my card she then agreed to only refnd me 79.75 .. coperate office wouldnt cancell the pending transactions on my statement soas soon as the money went bck into my account which wasnt the full 79.75 I only got ck 56.04 imidetaly the pending transactions took effect n withdrew the money for 37.54 and then again 42.12 my statements show this and they r saying they didnt tke ne more money n that I still owe them 30.81 my card holder is disputing this I am coming to you because after all this I am still bein screwd out of my 93.83 when the truck wad only 30.81 my card holder credited my account the money and is disputing the csse but may need your help never haf a problem with u haul before until ii dropped off truck after hours what can b done about this matter as well as the people in that company r rude n disrespectful hung up in my face wouldnt let me speak to a supervisor or give me ne answers ad to where my money is how many other ppl rDesired Settlement: Personally after all of this I dont feel I should have to pay for anything and get my whole 91.71 refunded I should sue them for fraud n all those I spoke to should b fired did I get little nasty towards them when they were nit giving answers in reguards to where my money was at that they took from my account I have worked with my card holder for months and never had any problems so I know its not my card holder the problem is within u haul co

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Ms. [redacted], whose name is actually on the rental contract.Our records indicate the charges that were applied on May 8th to the [redacted] account on file for $37.54 and $42.21 were credited back the next day on May 9th and then the rental of $30.81 was collected in cash on May 15.00. All credit card transactions 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,[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.personally I dont feel I should have had to even pay the 30.81 my records show they took 91.71 the people in that company r rude disreapectful and hung up on me numerous amounts of times when I requested to speak to a supervisor I got the run around no one could give me answers of where my money is at my card holder is disputing this situation as well because there is still a question of where 20$ is all my transaction where up to date n they contiously try to blame my card holder for chargeing me 15% which was not true I still believe I should b refunded the 20$ plus the 30.81 for the headaches n aggrivation I believe this problems accurs alot with ppl who do an after hr store drop off if their trucks never had this problem when dropping off truck in person I was smart enuff to catch it because I already had everything calculated of how much it would cost to rent the truck I think its ridicolous how they try to get over on ppl I would never recommend them or do bussiness with them again n I am very dissappointed with their services and should b refunded everything for the their poor services Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customers Ms. [redacted] and Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of **, reviewed the information Ms. [redacted] provided. She informed our office that she and our U-Haul Center GM have asked Ms. [redacted] to bring in her bank statement showing the charges she states are on her account for verification. Other than the two charges and two credits for the exact amounts, we have no record of additional fees charged on the credit card. Ms. [redacted] recently attempted to speak to Ms. [redacted] again but she received a recording that her telephone number on file is no longer in service. Ms. [redacted] can be reached at [redacted] or direct at ([redacted]) [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,[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.I never recieved a phone call from your company I did present on my phone to your manager amaralyis soto the amounts tht were charged to my account and she continued to stste as well as someone from coperate office accused my card holder of charging me 15% which is not true my card does not charge me for using it basically u haul got me for an xtra 20 $ they charged me 91.71 but only reimbursed me 79.75 and then I still paid them in cash 30.81 which personally I feel I shouldnt have been charged anything for theirmess up not once but twice customer service was rude hung up on me numerous times including [redacted] beatles from regional only two ppl within that company showed sincere apologies for the confussion personally I believe this has happened more than once to other customeres never had a problem when I dropped off truck in person ... its the after hour drops that they are taking advantage of ..... they represented themselves unprofessionally my card holder is disputing this matter as wellso theyshould have all neccesssry paper wrk they sre complai.ig they never recieved like I said I shouldnt even had to hsve to pay the 30.81 because of the headaches I had to go thru just to get my answers of where my money went they rentef that same truck I borrowef ouquicklyiwhenthey knew I was going there to show them on thir gas meter how much gas was in that truck when I dropped it off they accused me of leaving it 3/8 when it was at 5/8 charged me 50.00 in fuel fees plus whatever for the truck .... my dispute is the missing 11.76 and I should be reunded the 30.81 they tried to get over on the wrong person and they got caught! Regards,[redacted]

Review: I recently rented a 26' Uhaul truck from your location in Hopkinsville KY at [redacted]. When I rented the truck I requested

to pick up on Friday March 14th at 4:00 pm and return on Saturday March 15th at 4:00 pm. I arrived and picked up the truck that

Friday evening at 4:00 pm. The owner had me sign the contract in the office showing the charges and the fuel amount with out

even checking that the trucks fuel matched the amount on the form. When we went out to the truck he opened the back of the

truck to check to make sure it was clean and then reached in and started the truck and did not check the fuel amount or mileage

before getting me to sign the clean form. I got in the truck and left the lot. After looking over the contract I noticed that the fuel amount

showing on the contract was 9/16 and the actual amount in the truck was 1/2. I called back to the office and told them about the

error and the person I talked to said bring the truck back on 1/2. I went a total of 44 miles in the truck and less than a 1/2 mile before

arriving back to the lot I put $20 in fuel back in the truck (which I have the receipt) at $3.15 per gallon. That would make that I put 6.3

gallons back in the truck. I talked to the district manager and he told me the trucks get 6-8 mpg. If I went 44 miles and it averaged 7 mpg that would

be the same amount I put back in the truck. After arriving back to drop the truck they were closed and I was not told that they close early on

Saturdays. So after arriving at the closed gate I called the after hours number and got a very rude person on the other end and said I need to bring it

back Monday when they are open. I called the 800 number for uhaul and they told me to leave it outside the gate and put the keys in the back of the truck.

After the owner checked the truck in he actually charged me for two days rentals and $20 fuel charge and $30 service fee. I was very upset and called the 800 number

to complain and they opened up a dispute. They credited me back the extra day they charged me but did not credit back the fuel and service charges. I called

back to ask why and they said they did not see a dispute for the fuel. I opened another dispute for the fuel and service charge. Two days went by and the

district manager called me and said that he was going by the business to talk to them and I have never heard back. This was over a week ago. I do alot of business

with Uhaul and would like to continue to but unless this is resolved I will be taking by business elsewhere and filing more complaints on this franchise and business.Desired Settlement: I would like to be credited back the fuel and service charge of $50.00....

Business

Response:

March 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued refund for the $50 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a u haul online on Augutst 3 at 11:00 am for pickup at 3:00pm. On my way to the uhaul store on [redacted] HWY, I called the customer service number again to obtain directions or the store address. During my call the customer services says that they see my reservation but the truck will not be available until 4:15. I advised the rep that I will like to cancel my reservation because I do not want to wait an additional 1hour and 15 mins for the truck to arrive. When I asked that rep to Cancel I also asked will my card get charged. The rep states no, because I reserved and cancel within hours of each other, I will not recieve a charge. Two days later my card was charged 52.00. When I call the customer service line back I was transfer to the ruddest rep I have ever encountered. I explained my situation and the rep stated that because of the waste of time that the truck could have been used that was why I was charged. I continue to explain the situation and the rep basically stated that I needed to contact the Manager in Uhaul in the [redacted]. I continue to advised the rep that I was told I would not be charged. The rep then states there is no way someone else would have told me that. She also states that because I wasted the time that the truck could have been used, I also cause others to not be able to obtain the truck. I continued to point out that the truck wasn't even available during the time frame that was specified. The rep states there is nothing she would be able to do. When I asked to speak to her manager, the rep disconnected the call. I called the Manager in [redacted] who was not in at the moment. I reached back out to the UHaul customer Service and was advised that the [redacted] store was expericing problems on Thursday August 8th and that she would send the manager an email to call me back. I reached out to the manager today and when I called the store I was explained my situation and the rep on the phone stated well I dont know what to tell you but the manager is busy. The rep placed me on hold for a total of 5:34:45. I am very dissappointed in the service U Haul has offered and for this company to receive an "reward" for the most outstanding customer service among other CompetitionDesired Settlement: $ 52.00

Business

Response:

<span st*le="font-famil*: Arial;">August 15, 2013

<span st*le="font-famil*: Arial;">

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank *ou for *our concern for our customers [redacted], whose name actuall* appears on the rental agreement.

[redacted], our [redacted] for the U-Haul Compan* of Western GA, followed up on the information [redacted] provided. She informed our office she issued a refund back to their Visa account on file, which should post on their next credit card statement. [redacted] left a message explaining she issued a refund for the amount the* were charged.

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

Sincerel*,

U-Haul International

UHaul does not deliver what is promiced. Twice this year they did not have the truck I reserved. The first time, I had to drive a 17 foot truck when I requested a 10 foot one. The second time the cargo van I reserved for 2 days was not available and there was no other truck. This totally screwed me over. NEVER again will I use UHaul and I will advise everyone I know to go elsewhere.

Review: I rented a truck and a car tow dolly from [redacted]. I was not provided with a manual how to properly park my towed car on that tow dolly. I used a video from [redacted] website, which suggested to use hand breaks to park the towed car on the tow dolly: [redacted] That video is also hosted on youtube with multiple comments regarding not releasing hand breaks by the [redacted] representative on that video: [redacted] As a result of that misleading video the car I was towing had its breaking system broken and replaced. Now I gotta deal with [redacted] insurance repwest and its representative [redacted], Repwest Insurance, 800-528-7134 ext. 664257 keeps lying to me that: 1) she heard that video suggested releasing hand breaks (and that video has only music audio and subtitle instructions); 2) that video was not related to the [redacted].com website because it was posted on youtube (it was hosted by youtube, and posted on [redacted].com with a permanent URL: [redacted]); 3) she's gonna submit everything to her management (and it was quite a while ago); 4) she is still investigating (contradicting with point 3) above) I contacted her superviser, and he agreed that I was not provided with proper instruction on the [redacted] location in San Diego, where I took that [redacted] truck with the tow dolly.Desired Settlement: U-HAUL CLAIM # [redacted] must be honored since it was based fully on lack of service of uhaul and misleading video on the uhaul website.

Business

Response:

February 11, 2013

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

[redacted] Company advised our office they researched Mr. [redacted]’s concerns as well as viewed the video he referred to in his objection. The employee in the video states to set the parking brake when the car is first driven up on the ramps, but after the tires are secured with the straps and the ramps pushed back in to place, the employee says to "remove the parking brake" in the car that is being towed on the tow dolly. [redacted] Company informed our office Mr. [redacted]’s claims has been denied.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have watched that video multiple times, and in my original complaint I addressed my concern as

The [redacted] video

which is also hosted by youtube

has multiple user comments regarding that girl who did not even release the hand break, and it's obviously seen and heard from that video that she PUT IT ON

watch on 2:30. Let me quote some of them:

[redacted] 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll when towing

So, if [redacted] is so assured about that video above ever advises to release hand/parking break, and even to use neutral speed while towing why would [redacted] let us kindly know when exactly during that video, and I mean time, it's stated by subtitles or by any other means to release the hand break, and even to use only neutral speed while towing. I also wanna see a screen shot of that video as well with that suggestion above. Also, if I have ever received any instruction manual from the [redacted] how to operate that tow dolly, I wanna see that video from the store I visited. It's been less than a month, on January 20, 2013 about 11:43 am, and there was a security camera, which monitors everything, and recording of which according to the monitoring law in California must be kept for several weeks or even months.

Regards,

Business

Response:

February 25, 2013

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

[redacted] Company reviewed the information again that Mr. [redacted] provided with Mr. [redacted], our Marketing Company President for the [redacted] Company of San Diego. Mr. [redacted] rented a tow-dolly and was given user instructions as well as decals on the equipment that are available for the customer review. He also signed the contract, which includes the terms and conditions, one being I acknowledge that I have received the appropriate user instructions and acknowledge my responsibility to fully read and understand the user instructions before operating the equipment. [redacted] Company and Mr. [redacted] advised our office their decision in the matter remains the same.

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.

Regards,

I have raised certain questions twice in my complain and rejection of the first [redacted] response. Uhaul keeps ignoring them.

1. I have never received any instructions from the [redacted] representative, and if I had, [redacted] should provide with video, since they got a security camera, and I had requested that video a few weeks ago, so they should of been aware of keeping it as evidence.

2. I was never pointed on that label on the tow dolly, so I was unable to locate it myself when I loaded a car on the tow dolly. As a matter of fact, I was not aware of that label with instructions on the tow dolly, and the [redacted] representative had never suggested that there was one.

3. The video posted on the [redacted] website [redacted] and which was hosted by youtube, please watch it from 2 min and 30 sec: http://www.youtube.com/watch?v=nSnz9NBj_ok&feature=player_embedded#t=149s where it states "Make sure that parking break is set on the tow vehicle", however that girl on the video did not set it on the tow vehile but she set it on the towing vehicle while playing those subtitles, and multiple users commented regarding that below that video, so I was not alone who got confused with that video. Here are those comments:

volantor 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll

when towing.

4. I do not recognize my so-called "signature" on the provided second page of my contract. As a matter of fact, I was provided with that page only when I started my claim with [redacted] as evidence of my acknowledgement of instructions which I had to figure out how to obtain myself without any help of the [redacted] representative. It seems like [redacted] forged my signature to avoid responsibility for its negligence. I can prove that my signature is totally different, and as a matter of fact, had I signed that second page of the contract myself, the [redacted] representative would not accept it since it did not match to my signature on my picture ID.

I request [redacted] to properly respond on my four questions above, and the Revdex.com should be aware that both [redacted] and [redacted] had ignored them twice, and provided with their version of the incident backed up only by their rhetoric and demagogy.

Business

Response:

March 4, 2013

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

Please be advised that since Mr. [redacted]’s claim involves damages, he will need to pursue the issue with [redacted] Company. He should contact his adjuster for further follow up.

Thank you for bringing the additional information to our attention and for your continued support.

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.

Regards,

I have contacted the mentioned above [redacted], however my claim was denied because that [redacted] does not cover uninsured vehicles and tow dollies. The entire problem happened because of [redacted] negligence.

1) I was not provided with instructions manual by a [redacted] representative at the local San Diego branch;

2) I was not even advised to locate that manual on the label of the tow dolly, and I did not even know it was stuck there;

3) I was not even advised verbally to not use ebrake on the towed vehicle, and the video I provided in my complaint was confusing and misleading because while that show girl on that video loaded her car on the tow dolly, she used her hand break, and at the same time, the video advised to use a hand break on the tow vehicle. Apparently, that girl was supposed to use the parking break AT THE VERY BEGINNING of that video on the truck, but she used her parking break on the TOWED vehicle, and that video advised AT THE SAME TIME to use it on the TOW vehicle which was very confusing, that was why multiple youtube users left their comments regarding her hand break which she forgot to release on the TOWED vehicle;

4) I filed a complaint regarding [redacted] negligence and misleading instructions, which have nothing to do with the [redacted], which, as a matter of fact, does not cover [redacted] negligence and misconduct;

5) Uhaul keeps ignoring my raised questions about its own false video materials and negligence to provide with proper instructions;

6) I insist that [redacted] address my previously raised questions.

The [redacted] video [redacted] which is also hosted by youtube [redacted] multiple user comments regarding that girl who did not even release the hand break, and it's obviously seen and heard from that video that she PUT IT ON[redacted] watch on 2:30. Let me quote some of them:[redacted] 1 month ago You forgot to release the? parking brake on the Towed Vehicle

[redacted] 4 months ago But for rear wheel drive vehicles,? wouldn't putting it in neutral be adequate?

[redacted] 8 months ago Why,? does neutral not exist?

[redacted] 1 year ago Last step: Release parking brake on? tow vehicle.

[redacted] 2 years ago sheesh, forgot to tell you to release the parking brake at the end, oops, the parking brake engages the? rear brakes which have to be able to roll when towing

Review: I had reservations for pick up from the [redacted] location when I arrived the rep. took my info and asked me if it was for 1 day and I explained to her that I was moving out of my house and renting a storage from another one of your locations. She ([redacted]) then asked me if I wanted to drop off the Uhaul at the other location so I asked could I she said yes but did not tell me that I would have pay an additional charge for that service. When I got to the other location to rent the storage at lake mead and simmons the manager told me that I could drop it off their but again I was not aware that I was paying additional fees for that. If [redacted] could have better explained the one way policy to me with additional fee charges I would not had a problem dropping off the Uhaul at the [redacted] location these locations are about 10 minutes away from each other, why would I pay almost 75 dollars for a 10 minute drive. This is unexceptable. I was mislead and misinformed on a 1 way. I have used services from Uhaul before and this is byfar the worst experience Ive ever had. I called the [redacted] location and spoke with a manager assistant and he was not helpful telling me that because I signed a contract that was that was final. I tried to talk to him to let him know that I was unaware of the additional fees and agaian he refused to help me. Ive been giving the total run around about this issue and I'm emotionally distaught. This location does not explain to customers what they are paying for, they are just taking customers money. I want my money back. I was not provided a final reciept for the Uhaul, I was not provided info regarding the 1 way aggreement of the actual cost. when I called the 1800 number requesting a manager the rep refussed to transfer me to a manager so I had to call back. I need some type of resolution

Product_Or_Service: rented uhaul

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for being misinformed about the 1 way fees. Why on earth would I pay for a 1 way when the 2 locations are 10 minutes away from one another (bizzare. The assistant manager and [redacted] needs to be properly trained to better serve the community

Business

Response:

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rental. The refund for $89.95 was issued back to the [redacted] account listed on the rental contract and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My daughter [redacted] rented 2 Uboxes from this Uhaul in May 2014 and the computers were all screwed up and would not take my daughter's credit card. My husband [redacted] used his in order to get the pods because we had already wasted 2 hours waiting for them to correct the problem. My daughter and myself made sure my husband credit card info would not be saved once [redacted] credit card info was put in correctly. Well now the total ineptitude of this facility and the company shows how one person can't seem to fix a simple task of getting [redacted] info in and [redacted] info out. They have [redacted] correct information and have billed her correctly only one time and that was last month. They have billed my husbands card several times illegally because they were to remove that number. If this does not get this terrible establishments attention I will be filing a small claim lawsuit for the maximum amount for all they have put myself and my daughter through. In conclusion every time we call the [redacted] office we get the call center, so no one there can EVER help.Thank you for your time on this issue.[redacted]. [redacted] Product_Or_Service: Service/storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We want them to refund our money and ship our pods to [redacted] for free.

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He advised our office Ms. [redacted] was contacted and advised the U-Boxes would be delivered to [redacted] on November 8th at no charge.

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