J.R.J. Tara Corporation

Review: Knowing U-Haul to be a well-established name in the moving business we decided to use their U-Box service to move from Provo to Atlanta. The boxes were delivered on July 19; after that, everything went wrong. We were told the boxes would be picked up on Monday, July 22. Because of our apartment contract we left before Tuesday, but called them daily for the next 10 days hoping to learn what we would be charged and when they would ship. The results of our calls were outrageous. On the occasions that we were actually spoken to, we were promised return calls from managers, and then regional managers, within a day. At no point in the two-week period of our attempts for contact did we ever receive a return call, an updated receipt, or an explanation of where our boxes were. Finally, on August 2, our bank account was charged. Calling in we were told our belongings had just shipped--by which time we were arriving in Atlanta and expecting our bed, kitchen ware, etc. to be arriving. Without funds to stay in a hotel, we spent nearly two weeks sleeping on the floor of an empty house with no crib for our 18-month daughter and no means to prepare meals or eat decently. On August 6, we spoke with another representative who helped us to send out complaints to a variety of managers. That day we received a call from one of them, who told us to wait until the delivery and then we would move forward knowing just how late delivery was. Following delivery we called her back and were told it would take higher authority to resolve this, and we would be called within 24 hours. No call came. Delivery took three weeks -- considerably more than the 10 days promised. During this time we were placed in almost impossible living conditions. During the whole course of the affair, our calls were diverted, disregarded, and never returned. We were told to ignore the online order-status page and were never provided an updated receipt or an explanation for where our belongings were or when they would be delivered.

Product_Or_Service: U-Box

Order_Number: [redacted]

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

Request a full refund for complete failure to fulfill delivery timeline + $1500 compensation for punitive damages & lost wages.Delivery took 22 days instead of the 10 promised. We were abused as customers and received no explanation for schedule or expense. Punitive damages include severe living conditions, as well as at least 12 days of employment disruption. Considering the equivalent expense of 12 days at a hotel as well as lost work hours, a

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of UT, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced as well as advised him of a refund for $100 per day for late shipping.

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: We rented a truck on July 29th and picked it up just after 7:15am that morning. In the afternoon, there was a torrential downpour and we were not able to unload our truck. I called the line and told them we would be after 5pm dropping off the truck. At 4:45, we were still not finished, so I called them back and they explained to me how to do an after hours drop off. We followed the instructions exactly and dropped the truck off at 8:30pm on July 29th (same day).However, we were charged for two days, including the insurance and blanket rentals. I have called everyday since last Wednesday, sometimes calling up to 3 times per day and no one has returned my calls. I have been told repeatedly that a manager from that store will be calling us, but no one has returned either a call to me nor our money into our account. This is the worst customer service I have encountered in a long time.Desired Settlement: We would like an immediate refund of our money into our banking account.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. [redacted] informed our office a refund for $68.95 was issued back to Ms. [redacted]’s [redacted] account ending in [redacted] for the additional day. The refund was issued on August 7th and should have already posted to her credit card.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 made a reservation online to pick up a 14 foot U-haul at the [redacted] store located at [redacted], [redacted] on Saturday June 28th over a week in advance. I called to confirm the reservation 2 days prior to the 1st and was told everything was good to go. I called the day before I was to pick up the truck just to be sure and was once again told everything was good to go. Well, when I arrived at 9:00 on Saturday June 28th to pick up my 14 foot truck I was no very surprised to learn that the store had no trucks available and claimed that my reservation had been cancelled online...REALLY? After I called to confirm the reservation 2 days in a row why would I turn around and cancel it and then show up to pick up the truck?????????????????? I mean get real. Well, U-haul likes to advertise their $50 truck guarantee, saying if the truck you have reserved is not available at the time you are scheduled to pick it up they will give you $50...what a [redacted] joke!!! So...after all the nonsense I had to end up re-scheduling my move to Sunday which was very inconvenient. I get the truck and return the truck Sunday without incident, but I hand the customer service person a $25 credit to go towards my rental. I am assured over and over again that the $25 credit will be applied when I bring the truck back...well that was 3 weeks ago and I haven't seen the $25 credit yet. Not only did I get screwed out of an entire day of moving, but then I get screwed out of the $50 truck guarantee U-Haul advertises plus the $25 credit I was given because of a previous issue with the same exact store. I used to use U-Haul quite frequently, but I can assure that until this situation is resolved I will NEVER use them again.Desired Settlement: The only outcome that will be acceptable at this point is a $75 credit ($50 for the truck guarantee & $25 for the credit I handed the u-haul worker and was never credited). And U-Haul being the big business they are should go above and beyond this as I have been dealing with this issue for 3 weeks now and it has caused me quite a bit of inconvenience and aggravation.

Business

Response:

July 19, 2013

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

[redacted] the General Manager of our [redacted] Center left a message for Ms[redacted] today informing her he was processing a credit of $75.00 to her Visa Card. The credit should appear on Ms[redacted] next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from UHaul to move furniture from MD to VA. Friends drove 4 hrs to help me move several pieces of furniture. The UHaul dealer asked for the zip code where I was moving to determine where the truck could be returned. I was given the option of 3 locations. After unloading the furniture, I called the drop off location to get directions and was told the dealer was not operating for business and that I would have to find another location. After numerous calls, transfers and holding, I finally spoke to a rep. She offered to try and find another location for me, but told me it was my fault for choosing the location I did. It took over an hour to locate a center where I could leave the truck. We stopped to refill the gas tank to the mark indicated on my receipt as instructed. When we dropped off the truck, the attendant told me I needed to pay $30 because I did not refill the gas tank. I refused to pay the $30 because the tank has been refilled. He said they did not have room for the truck and were helping me out. Immediately after leaving, I called UHaul and was told my contract was closed and I would have to contact the credit dept on Monday. I called on Monday and was given a reference number for my complaint. She said I would be contacted in 3 days. I was not, so I called them back and was told they would do nothing about my complaints or reimburse me for the use of the vehicle. I had been sent to a closed location, wasted over an hour on the phone, was insulted by their rep, and their attendant at the dealer tried to get money from me that I did not owe, not to mention my friends did not get home until 1am due to the delay. They said they waived the gas charge and extra miles and found a location for me to drop the truck. This is the 2nd bad experience I have had with UHaul. I would think that when you charge someone $149.04 and you offer them such poor service, steps should be taken to remedy the inconvenience.Desired Settlement: The full amount I was charged for the truck rental $149.04.

Business

Response:

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office that it is customary for any U-Haul location to give them choices for drop off locations if there are more than one. He mentioned that "On the dispatch receipt from Bowie, Maryland, it shows a drop off location in Sterling, VA, phone # ###-###-####. There is no way for us to know what location was called as it's not mentioned in Ms. [redacted]’s document. We do know that on February 7th, the drop off location that was assigned contacted the Virginia Regional Office and advised that they would be closing because of a family emergency. There are notes in the file indicating that Ms. [redacted] from our Regional Office spoke with Ms. [redacted] and re-directed her to an alternate drop off which was in close proximity. In addition, Ms. Giddings also tried reaching her via text and phone on the same day to no avail. The general manager at the location where Ms. [redacted] dropped off spoke with her on February 9th and apologized for any misunderstandings when she dropped off and he also assured her that there were no charges for additional mileage or fuel. Mr. [redacted] at our Traffic Office also received a call from Ms. [redacted] and he also assured her that there were no additional charges when she dropped off. In summary, there were no delays in contacting her after she filed the Customer Action File. She mentioned that she spoke with someone who told her that ‘they were not going to do anything about her complaint’. All actions taken by the Virginia office does not indicate such, we do not know who she spoke with. She also mentioned that this is the second bad experience she's had with U-Haul. We could not locate any records of a previous incident."

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.

Yes they did find me another location after I called, was transferred and put on hold. The rep told me it was my fault for choosing the location I chose. During the entire process did UHaul apologize for the location being closed for the difficulty in rerouting me or for the dropped calls during transfer. Yes they did not charge me for extra mileage or fuel. They tried to. How is that valuing a customer? When you send someone to a closed business and then reroute them AND then try to charge them for it. Not to mention they basically called me a liar when I had stopped and refused to the 1/2 full mark as I was instructed. They call that caring for customers. They should feel obligated to make this right if they value their customers. My experience was anything but customer satisfaction oriented. I was sent to a closed facility, no apology for the emergency and delays/trouble rerouting me. No apology for the drop off location trying to gouge me for $30.00 and accusing me of not refueling. Every response to this whole situation was that as a customer I should be grateful that they found a location after I chose the facility closest to me, I should be grateful they waived extra mileage and fuel charges that I dud not even owe. As far as my prior experience that was in 1998. I reserved a moving truck thru there 800 number and on moving day when I went to pick up the truck at the location in Silver Spring, MD I was told that they did not have a truck reserved for me. When I gave them my reservation number I was told that the local dealers serve customers who walk thru their door first. Since someone arrived before me and needed the truck I had reserved they gave it to them. He said if I wanted to guarantee a truck would be available then I needed to reserve directly from the dealer. UHaul is NOT customer driven. They are not concerned at all about the customer experience, they cannot be relied upon for reservations or drop off locations. However you can trust that they will immediately charge you for your rental and when you call 5 minutes later to complain they will say it is too late your contact is closed. When your reservation is not kept, the drop off location is closed and they try to charge you for additional fees they will say it is your fault for chosing the closed location and point out how kind they were to waive fees you did not owe. I will not ever use UHaul products or services again. I will share my experience with everyone I know who is in need of moving supplies or trucks. This is by far one of the worst examples of caring for a customer that I have had in a long time. Their position is too bad you couldn't drop off your truck at the location you chose from those we offered. Too bad it took over an hour of calling us, being transferred, put in hold and dropping your calls before we could assist you. Too bad all of the people helping you move had to sit around and wait while you tried to get assistance from us to return the truck we rented to you. Too bad the drop off location we found wanted you to pay monies you did not owe. Too bad your contract is closed, we have our money. Thanks for renting UHaul. All I can say to the general public is beware. Once you sign on the dotted line UHaul doesn't care about you as a customer, they have their money.

Regards,

Business

Response:

February 23, 2015

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 Northern Virginia Regional Office, reviewed Ms. [redacted]’s recent comments. He assured our office there was no malicious intent done by our Traffic office or any local drop off locations. He also acknowledged that it is U-Haul responsibility to find an alternate drop off location, which in fact is what was done. As mentioned previously, the original drop off location had an unexpected family emergency and had to close. Every staff member involved that Mr. [redacted] spoke to at the Regional Office relayed they had no altercations with Ms. [redacted]. Please be assured we wish to make our customer’s moving experience a positive one and are sorry this is not what Ms. [redacted] experienced. 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

Review: We rented a UHaul and it was stolen. We filed a police report and notified UHaul right away. We had the UHaul insurance, so we were assured we would not have to pay any money for the stolen truck. Three days later, I realized we had been charged for the amount of our original estimate. I called and alerted them to the problem and they told me it would be refunded. I waited a few days and when it wasn't, I called again. Once again, they assured me the refund would happen soon. 16 days after the truck rental, I went in to UHaul and told them the money still hadn't been refunded. The employee stated his manager was working on the issue and it should be refunded soon. Fourd days later, on a Saturday, $1827.22 was withdrawn from my account by UHaul. I called immediately and spoke with the manager, who told me that another office had processed our paperwork and didn't realize the truck was stolen, even though there were notes in the paperwork detailing this, so we were charged. The manager assured me that they had already reversed the error. A few hours later, my account still reflected the charge. I called again and was told someone would call me back. Someone from the financial department called me and said that the reversal had been processed. I told him it had not shown up in my account and that I had my mortgage payment and other bills being taken out the next day and I was going to get NSF fees. he told me to call my bank and ask them to expedite the reversal to avoid these problems. I told him that my bank does not have weekend assistance and he told me to call the bank first thing Monday morning to try to avoid any fees. I then told him that I was also still owed $207 that they were already supposed to have reimbursed me for. He told me that he would make sure that happened in the next 3 to 4 business days. I am facing serious bank charges, late charges, and damage to my credit history because of UHaul's enormous error. I feel like I have been stolen from three times now, isnted of just once.

Product_Or_Service: UHaul 14' moving truckDesired Settlement: DesiredSettlementID: Refund

I want my original money of $207 returned, as well as my $1827.22. I also want UHaul to pay for any bank charges or late charges that result from their error. I would also like some type of compensation for the undue stress that this has put me through and the gas money for driving to their business and back to try to get this sorted out. I have been victimized three times, now, twice by UHaul and I did everything I was supposed to do. They should have to compensate

Business

Response:

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and confirmed all monies have been refunded and that Ms. [redacted] was not charged any extra fees from her bank.

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: We reserved a U-Box for August 5th, 2013 and received a confirmation email about it (#[redacted]). We called the [redacted] office 3 days prior to the scheduled delivery and they confirmed the reservation. We were told on August 5th by the [redacted], ** office that they did not have a reservation for us and could not deliver a U-Box until August 8th, 2013. All other U-Haul agencies that we spoke to that day told us that they did see our reservation and did not know why the [redacted] office was not delivering the U-Box (we later learned from another office in the area that the [redacted] delivery person was on vacation and this is why they did not honor our reservation). We filed a complaint with the corporate office, reference number 454062, and received no response. We are requesting compensation for the money we spent to get another U-Box on the day of our original reservation ($100 for having to rent a pick-up truck, drive the U-Box to our apartment from the [redacted] office, & return it to the [redacted] office) as well as the money lost from having to take an additional day off from work ($300) because our contract was breached.Desired Settlement: We request that U-Haul respond to the complaint we filed, and refund the amount of money we spent on acquiring another U-Box ($100) as well as the inconvenience of having to take an additional day off from work ($300) because our contract was breached.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our East Bay regional office, followed up on the information Dr. [redacted]provided. She informed our office she left a message for Dr. [redacted]offering her apology for the inconvenience he experienced and explained a refund for $400 had been approved to be issued to his[redacted]. address in [redacted]. He should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had many problems with u-haul over a truck rental for June 29-30, 2012 I have many emails from them confirming then cancelling my trucks for unknown reasons multiple times. I can send you all emails if possible. I was moving from [redacted] to [redacted] and needed the truck for a regular 24 hour rental. I spent over 10 hours on the phone with U-haul within 3 weeks before the move confirming the truck and why the cancellations and re-bookings. Turns out the day before the move they tell me my truck will be in [redacted] for pick up. I complained about having to go to [redacted] to get it so they offered me 50 free klm and $20.00 off and told me I could drop it off at Hasty market in [redacted] when I was done. So we went to pick the truck up in [redacted] on Friday for 4pm, and we were suppose to have the truck till Sat. at 12 midnight. Our truck was not there. U-haul told us to come back at 8am Sat. so we did, loosing all of our help that had planned on helping us move Fri. When we picked the truck up from uhaul he told me that truck was supposed to go out at 5:30pm giving us 6 hours to move a 3 bedroom house plus garage and shed full of stuff with my husband and I and our 2 daughters moving alone. The uhaul rep said that there should be another truck available at 5pm and if he did need the one we had back he would phone us. We did not recieve a call so we thought we had the truck till 12am like the original reservation, and we brought the truck back to Hasty Market in [redacted] like we were told, for 11:00. the charge was suppose to be $39.95 for the truck for 24 hours plus .69 cents a kl. plus the gas you use. and I was suppose to have 50 free kl. and $20.00 off, so the bill should have been around $ 130.00,we refueled the truck and put about 60kl. on the truck moving and 30 kl. was from driving it from Guelph. U-haul charged us $368.04 for the truck, I said something was wrong, they gave me a bill and told me to call [redacted] to see what was going on. they then charged $430.21 to my credit card.??

Product_Or_Service: truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I spoke to Rick Decooman, he said if I brought the truck back to [redacted] he would refund the $298.00 Wrong destination charge, and re charge the truck estimating it would be about $150.00. I agreed to that. He later called and said I didn't need to that someone already drove it back, but he would still refund my money. He later only refunded $65.00 still leaving the bill at $365.21 this amount is extortion. them charging $430.21 to my credit card while my bill said

Business

Response:

July 30, 2012

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

Our Regional Office for the U-Haul Company of Western Ontario followed up on the information Ms. [redacted] provided. In addition to the credit for $65.00 issued on July 13th to Ms. [redacted]'s Master Card account, a supplement credit for $195.21 was issued on July 26th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-haul expected me and my husband to rent a 14" moving truck with the passenger side mirror shattered. The worse part is that when we asked the front desk lady if they knew about the mirror she said they did and there was nothing they could do about it and good luck if we could find another truck in town. They expected us to drive it like that and until I started complaining and saying it wasn't unacceptable they weren't showing any signs that it would be dealt with, we took pictures of the mirrors as proof.. The truck was in the parking lot since yesterday and nobody cared to fix it. After we complained they asked us to come back in 1 hour and the manager would call us, nobody called and when we got back she said they had a mirror on their way for us, which I believe would take a few hours to fix. I had booked the truck in July 7, 2013 and I had to pick it up today to start packing and move to Regina, SK where we would drop of the truck. The location we were picking up the truck is as follows in the reservation e-mail we received:

Reservation [redacted]

Dear [redacted],

This is confirmation that the 14' Moving Van, and Utility Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 08/01/2013 at [redacted]. This equipment needs to be returned to a U-Haul location in REGINA, SK prior to 12:00 PM on 08/04/2013.Desired Settlement: I think the business has the responsibility to check the vehicle before every customer uses it, trying to intimidate us to rent the truck in this condition was just outrageous, I am very upset and not only u-haul needs to apologize to me and my husband formally they need to put in place a policy to prevent this to happen again and on top of that enforce it! It caused great trouble to us and we lost trust in this business.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-haul Company of Northern Alberta, Sask & NWT, followed up on the information Ms. [redacted] provided. He sent her the following email:

Priscila [redacted], I would like to formally apologize for the service you received at [redacted] regarding your recent U-Haul reservation. It has always been a part of our policy to not let trucks go out on rental in that condition, however the employee at that location was a little overwhelmed that day. I understand that you found an alternate method of moving and would like to apologize for the inconvenience caused with the delay of getting our truck ready for you. Regards, [redacted] Marketing Co President U-Haul Co of Northern Alberta, Sask & NWT

Mr. Moore also issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee.

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: Hello to whom ever this May concern I rented a uhaul truck and auto transport from this particular uhaul location on December 29,2013 I trusted that all equipment was safe and okay for my family and I to travel one way to the state of Indiana. While traveling on I-35 we heard a loud noise and the auto transport had a major blow out the trailer axle had broken as well my Audi A4 had hit the ramp as we where traveling thank God that we were able to pull over to safety.I do believe that our angels were with us. We'll we contacted uhaul customer service and spoke to a lady by the name of [redacted], we explained to her our situation and that we are in need of help because the trailer that they had given us the whole axle was broke and that the tire had blown and was shredded. She reassured us that a guy named randy was on his way in 30 minutes the guy came just as she promised but he left within two minutes stating that he did not fix axles only flats.it was approximately 22 degrees outside now I had my eight year old son in the truck and my husband we had to run the truck for heat. We called customer service multiple times after that first initial call and we finally thought that we had someone who could help us the lady by the name of Ms [redacted] asked us what hotel where we near we looked and seen the omni hotel from afar off however Ms [redacted] prompt us to leave the equipment and my personal car and belongings and go to the hotel and to call back so that they can pay for the hotel because it was cold and my husband and I where getting frostbite on our fingers and my sons cheeks also.To sum up this complaint we sat in that truck for literally 5hours our son urinated himself we where exhausted ,cold and humiliated once we finally reached the hotel the manager by the name of [redacted] had given us the okay to go inside and get a nights stay but we got embarrassed because uhaul stated that the one night stay was out of their budget well that was very wrong also they did not ever call us back after drop offDesired Settlement: We really would like an apology we would also like a full refund for the truck rental and auto transport rental , the out of pocket expense for the hotel that my husband and I had to purchase . Do to the unsafe equipment that uhaul gave us. Also my Audi A4 is damaged I would like that repaired. Also I would like for uhaul to not unlawfully charge my credit card $208 again. I pray that Justice is served because my family and I did not deserve the mental anguish or da

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Field Manager for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. He advised our office he left a message requesting a call back to personally discuss their concerns and hopes to hear back 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,[redacted]Executive AssistantU-Haul International

Review: Hello,

I called on Tuesday October 23rd to book a Uhaul in [redacted] for 8 am. he said no problem. I received a email confirmation yesterday stating 12:00pm pickup so I called and advised that I had asked for 8:00am originally. She said okay no problem. I gave my credit card information and advised [redacted] would be the one picking up. This morning, the day of the reservation [redacted] called me and said the reservation was for noon and he wasn't even authorized to pick up the trailer. I called the call center and they said I will need to pre-pay and to call the Arizona office so I did. At this point this has delayed our schedule by an hour! I called back to confirm I had pre-paid and was told that Uhaul doesn't take payment over the phone... anyways I spoke to a girl at the [redacted] branch because I want a discount. I was majorly inconvenienced at work dealing with this. [redacted] was majorly inconvenienced with this missing our scheduled ferry to bring the trailer to Vancouver and I was rudely told no because I had inconvenienced her by not knowing I needed some sort of attachment. I think that is a lousy excuse and I did everything on the phone this past week that I could possibly do. I confirmed everything, explained my entire situation only to be delayed and cost me work hours today. I am very disappointed and I want to be reimbursed. I understand mistakes happen, I work in customer service, but I also believe that when there are issues like this something needs to be done to maintain a positive company reputation.

Thanks,

[redacted]Desired Settlement: I would like a refund or a considerable discount please.

Business

Response:

October 31, 2012

Thank you for your

concern for our customers Ms. [redacted] and Mr. [redacted], whose name

actually appears on the rental agreement.

Ms. [redacted], our

GM of our U-Haul Moving and Storage of [redacted], followed up on the

information Ms. [redacted] provided. She informed our office she spoke

to Ms. [redacted] and offered her apology for the inconvenience they

experienced. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms.

[redacted] sent them a VIP Certificate that can be used

toward a future purchase or rental on the many products and services

U-Haul has to offer.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I received a citation in NYC for parking near a fire hydrant while renting a Uhaul truck between the dates of November 3,2014 until November 4,2014. However, I immediately went on NYC.Gov to pay the citation before I would get charged any additional fee's in which Uhaul warned me about if I were to get a ticket. So after NYC.gov sent me the confirmation that the ticket was paid, I immediately sent the proof over to [redacted]@uhaul.com. A lady named [redacted] responded and confirmed to my email that this was all I needed. Now a week later, my account was charged $20.06 for not sending proof that the citation was payed, and a email saying that I have a balance of $124.96. At that, I now cannot get a hold of this [redacted], because she is busy and that there is only 15 people total in the US that work in the citation department for UHaul. She will not return my emails, and their representatives seem to always give me the run around, and will not show me any proof that I have a balance. This is causing a lot of frustration, and I'm still unaware of how much more fee's they will try to charge me.Desired Settlement: I honestly would like a refund of the $20.06, proof of what I'm being charged for, and for them to drop any further charges because I sent the proof and was confirmed that was all that was needed.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department followed up on the information Ms. [redacted] provided and advised our office that on November 15th they received electronic notification from the [redacted] that Citation# [redacted] was issued to a U-Haul vehicle for a fire hydrant violation on November 4th at 5:41 am. Using the date, time and license plate information provided on the citation, it was determined that the Citation was issued during the time of Ms. [redacted]’s rental. The Citation was processed and Ms. [redacted]’s credit card was charged $20.06 leaving a balance due of $124.94. On November 18th our Equipment Recovery Department received Ms. [redacted]’s online payment confirmation. They replied to her that nothing further was needed. The confirmation was dated November 13th and showed she had made an electronic check payment. Equipment Recovery then submitted a reversal request for the $20.06. As of today, th[redacted] online webpage shows the Citation as unpaid. Equipment Recovery called the [redacted] Violations Department to find out why Ms. [redacted]’s payment had not yet posted and was told the echeck bounced on November 13th. The City Representative is still holding U-Haul responsible for the Citation. To avoid any issues with our vehicle while on a rental, we have since paid the fine. Equipment Recovery has reopened the billing account for Ms. [redacted], which is $145. They are also requesting Ms. [redacted] contact us back to advise us when she will make payment to cover the Citation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I had a trailer hitch with wiring installed on my 2007 Nissan Frontier pickup by U-Haul at [redacted]. This is not the location from the initial Revdex.com screen but you did not list this location but this is the location where the install was done. On 12/20/13 I had to take the truck in to the garage because I was stopped by a trooper that said I no lights. After spending $257.00 to have the wiring diagnosed I was told by [redacted]'s automotive that the wiring on the trailer hitch was done with very cheap with "scotch locks" He said they should not have used those and also they pulled the wire as tight as a piano string and this caused a very quick failure. I contacted [redacted] 6 times and tried to get them to resolve this. I sent them the auto repair bill clearly showing the trailer hitch wiring as the issue. I only asked them to reimburse me for the actual amount of repairs. She responded once wanting me to fax her the auto repair bill and I did immediately. I have never heard back.Desired Settlement: Reimburse me $257.00 that I have out of pocket for the repairs due to poorly installed trailer hitch.

Business

Response:

January 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She corresponded with Mr. [redacted] by email. The following email was sent today:

Mr. [redacted], Thank you for the information. We have researched your claim and determined that the installation could of been faulty causing your issues. Our apologies for the inconvenience and for the time it has taken you to get this resolved. I have issued a refund check to the address you provided and you should receive that in 7-10 business days. We appreciate your business and hope to be of service to you in the future. Thank you, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On June 29, 2012 I went to this facility to remove my things from storage (I was moving), clear it. I had rented a truck from "ENTERPRISE", which have the same rules as U-haul I only had the truck for 24 hours and I was not moving in the area. Well when I came to clear my storage at 7am in the morning the elevator was NOT working. I waited a 1 1/2 and no one still had came to fix the elevator. So then I began to get upset and frustrated. The manager [redacted] did not understand why I was mad but yet she wanted me to understand she "COULD NOT" tell me when someone would be to fix the elevator. So she accused me of being disorderly and called the police on me. Now mind you this is now going on 3hrs later and no one still had come to fix the elevator. So I had to take my moving truck and start my move. Well I did not get to move the things out of storage in time enough before I had to return the moving truck. Now I'm forced to rent another truck because of U-haul's incompetencies. I want them to refund me the money for this truck. [redacted] was rude and nasty. She wanted me to understand why she couldn't get no one to fix the elevator but yet she couldn't understand I DO NOT AND DID NOT HAVE THE MONEY TO KEEP RENTING TRUCKS. It's not my fault the elevator was not working that day. I had to clear the storage because I did not have the money to pay them another month! This is clearly their fault. I asked to speak to [redacted]'s manager and she gave me a 1-800 number to speak to a [redacted]. Well after holding for 15mins [redacted] tells me she is NOT [redacted]'s manager and gave me the number to a [redacted] who is [redacted]'s manager. I misplaced the number I went back to Uhaul the next morning on June 30, 2012 to remove what was left in the storage (things I couldn't move up and down the stairs) to move my things into a friend's garage. I need to rent a truck now to move it out of my friends garage and I think U-haul should pay for the rental. I've always had problems with this lady [redacted]. I really believe she is racist.

Product_Or_Service: Storage FacilityDesired Settlement: DesiredSettlementID: Refund

I want them to allow me to rent a truck and I want all of my money back for the rental. It's not fare to me. I paid them extra for the "convenience" of the elevator and inside storage. Yet when I needed to move my things this lady Tammy could not get anyone to come and fix the elevator my son had to carry some items down the stairs and the bigger items was left there. Now the bigger items need to be moved and I dont have the money to keep renting trucks. I can never

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her, as we value her as a customer, she was sending her a $100.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope and tape. We also sell permanent hitches, propane and locks.

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: Unfortunately my complaint does not fall under just one category. The complaint that I have has to do with billing, collection, customer service, incorrect information being given by staff to myself and each other. On December 6, 2013 I went into the U-Haul Store in Colorado located at [redacted] to pay for my storage unit located at [redacted]. Chonda Love, the Assistant Manager, in the Colorado store took my payment. I paid $36.80 using my debit card and $3.15 in cash. Ms.[redacted] informed me on 12/6/13 when I made the payment that she would be sending the manager of the [redacted] store a copy of my receipt verifying payment so that it would be credited to my account for unit #[redacted]. Well something told me to check to see if the payment had actually been credited to my account. Of course it had not and that is when the finger pointing began between the Georgia and Colorado Managers/General Staff. On several different occasions I was informed by the Georgia Store Manager, [redacted] that my account would be credited within minutes/hours/the next day. THIS IS SOMETHING THAT STILL HAS NOT HAPPENED and has been a month since I paid. No one seems to know what they are talking about and I am definitely going to sue U-Haul if this situation is not rectified and my things in storage are auctioned off. I thought that I would receive better customer service from someone at U-Haul, considering it is a nation wide company. I have lost sleep and shed many tears over this matter. I have even spoken to someone in the supposed Regional Office who could see the receipt and that the charges had been deducted from my bank account. I know that the things in my storage unit do not mean anything to anyone who works at U-Haul. However, they mean the world to me and these items cannot be replaced. I have done my part and now it is time for U-Haul to step up to the plate and do theirs. I need some type of compensation for this horrible experience!Desired Settlement: I would like to receive a free month of storage (this month),my December storage payment credited in the correct way as it should have been on the 6th of December and a written apology from U-Haul that addresses my specific concerns. I would also like a verbal apology from all people involved or shall I say not involved. With everything that I and my family (dealing with my anger tears and frustration)have been put through this is really not too much to ask.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office the funds were reapplied to Ms. [redacted]’s storage unit. Ms. [redacted] can speak to Ms. [redacted] if she has further concerns. Ms. [redacted] can be reached toll free at [redacted] or direct at ([redacted]) [redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We rented a Uhaul on Saturday. We had numerous issues, that I contacted customer service about, the same day. The truck broke down, we had to get it jumped. We could not get through to road side assistance. I had to have a friend come out and jump the Uhaul. I contacted customer service numerous times on Saturday. I was hung up on repeatedly, I finally got thru to a supervisor named [redacted], who told me she couldn't do anything until the truck was checked in. I received an email this morning with a receipt stating that the truck had been checked in. I contacted customer service through the chat option, I was given a phone number for a department called traffic and was told they are the ones that handle complaints. The rep at the traffic line said this was not true, and I asked to be transferred to a supervisor or someone I could speak with me to help. She told me no, that someone would contact me by the end of the day, I said I need a more specific time frame or to be transferred to a supervisor. She didn't say anything just transferred me to [redacted]. Who immediately started raising her voice, and not allowing me to speak. Then told me I was yelling at her, when I tried to explain to her I was not but she was being extremely rude she told me to shut up and hung up on me. She then called me back and told me she would not be issuing a refund, and telling me I was full of it and she was not dealing with me anymore. I asked if I could speak with her manager, she said her manager is the president of the company and shes the executive assistant. She said I could try calling back when her boss was not in the field, I asked her when this would be, she said she didn't know and continued to be extremely rude telling me to go ahead and file a complaint with whoever I like because shes done dealing with me.Desired Settlement: I was charged 72.00 for faulty equipment, when I tried to speak with someone about this I was treated poorly by every customer service rep, hung up on, and given wrong information. When I spoke with [redacted] the executive assistant she was extremely rude, she told me to shut up more than once and hung up on me twice. I don't feel this is the way your suppose to treat customers, regardless of why their calling. I would also like an apology FROM [redacted] for being called a liar.

Business

Response:

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

Makia Connor a senior customer service agent in our Phoenix office reviewed Ms. [redacted]'s concerns. Ms. Connor made a $20 credit to Ms. [redacted]'s credit card on 8/5 and also sent her a $50 in VIP certificate. The certificate was sent to Ms. [redacted]'s e-mail address and can be used on the many products and services U-haul has to offer.

We also offer our deepest apologies to Ms. [redacted] for her recent experience with our company.

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.

this is an unacceptable offer. as I stated in my original complaint, I will not be using uhaul ever again, due to the rudeness of the executive assistant and everyone I dealt with throughout this process. a 20 dollar credit does not even come to refunding the amount I spent or making ammends for what happened. complete charge was 71 dollars and change. I expect the remaining amount will be returned, considering the horrendous events and the customer service to follow.

Regards,

Business

Response:

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

[redacted] the Executive Assistant in our Ocala, FL Regional Office sent an e-mail to Ms. [redacted] explaining there would be no further refund beyond the $20 credit and the $50 VIP Certificate already given.

We hope Ms. [redacted] will take advantage of the VIP. It can be used on the many products and services U-haul has to offer.

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

Thank you again 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 am not satisfied. I will not be returning as a customer as I have already stated. I asked for a refund, I was treated unfairly and rudely by UHAUL. I will be taking my business elsewhere, and advising anyone I can to as well. The customer service from the store and the corporation was beyond disgusting. I asked to not be contacted by the executive assistant repeatedly and yet still received emails from her. Thanks for replying to my Revdex.com complaint almost 5 months later.

Regards,

Review: I rented a trailer from [redacted] To [redacted]. I had a 4 day rental. I believed we picked up the rental on August 3rd and we were to drop if off on the 6th of August. On the 6th of August we dropped off the Uhaul sometime in the afternoon. I went in and got a worker from the 5oth street location. the worker came out and told us to pull up and drop the trailer off here. We pulled up. The worker unhooked the uhaul. We asked do you need anything else and they said nope we will handle it from here.

Two weeks went by and I got an email saying we dropped it off 2 weeks late and I owed $240.00 My wife called the location and basically the manager there said hiis location does not make mistakes and that she was lying which got her real mad. I tried calling multiple times and left messages with multiple ppl to get him to call him which he has not up to this point. I finally got through to someone 2 days later. Apparently he was a manger and he assured me that the matter went to review and it was handled and that I owed nothing and they were sending a $30 coupon in the mail. So I figured good the matter is finished and it is done.

Well this Friday Sep 13th I received a letter from A1 collections saying I have been sent to collections. I immediately called Uhaul and no one would transfer me to any managers and basically everyone I talked to could not help me out and just sent me to another line. Finally a lady said she saw the review panel looked at it. She cant see what happened and gave me the number for the head office ion [redacted].

Today Sep 16th I called [redacted] and I gentleman said he would get a manger to call me. This is by far the worst customer service I have seen in my life. not only am I being charged $240 that I do not owe. the manager at the office refused to take any sort of responsibility as well as anytime I call anyone all I get is the run around. Now this is affecting my credit which I have worked extremely hard to fix up in the last few years. I expect a lot more from a company such as Uhaul and would like the issue to be resolved ASAP. if I dropped the trailer off 2 weeks late how come I never received one phone call or email within that time period asking about the trailer?

This has been the worst experience and I would like immediate responseDesired Settlement: I want this fraudulent charge to be erased off my records and taken off the credit agency list and I would like an apology from Uhaul for the poor customer services

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted], [redacted] & [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was advised the Promissory Note has been removed.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a moving truck from U-Haul for a one way move from Nanaimo BC to Calgary AB. On December 1st, 2013 I returned the truck the specified location, one day early, and left the keys in the drop box as the business was closed (this is a 24hr drop off location). For the following 13 days I received emails from U-Haul stating that I had not returned the truck and that they were unable to contact me even though I returned each of their emails and phone calls. When I did finaly get in contact with U-Haul they were able to confirm that I did indeed leave the truck where it was supposed to be left BUT they then proceeded, without contacting me, to bill me for $105.42 in refueling fees claiming that I returned the truck without any fuel whatsoever. When I contacted the representative ([redacted]) to dispute this charge I was flatly told that perhaps someone had syphoned the fuel from the tank and that I would not be reimbursed until I could provide receipts showing that I had bought fuel for the truck. I am extremely upset that U-Haul simply took the money from my account without consulting me and that I must now attempt to prove that I refueled the truck in order to get my money back. I consider U-Haul's practice of billing directly for a product I did not use is unethical. Furthermore, the fact that they had the truck at the specified location and yet could find it, accusing me of not returning it, is suspect. To blantantly suggest that the fuel could have been stolen while the truck was in their care but I would be financialy responsible for the loss is crooked.Desired Settlement: I want the $105.42 charge immediately refunded.

Business

Response:

December 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good afternoon [redacted], My name is [redacted] and I am responding to the letter you had sent the Revdex.com regarding your recent rental with us. I have reviewed your contract and have decided to issue you a refund to the credit card that was charged for the full amount of the fuel charge of $105.42. You should see this credit within 3-5 business days. If you require anything further, please be in contact with me. Thank you, [redacted] Executive Assistant U-Haul Company of Southern Alberta

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: To Whom It May Concern:Hello, This is [redacted], your customer for the moving from San Francisco, California to Urbana, Illinois.We contracted U-Haul to have our items delivered to Urbana, Illinois by August 5, 2013.We last saw our moving boxes on July 25, 2013 in San Francisco when it was packed away into U-Haul trucks for the guaranteed delivery by August 5, 2013.(11 business days) Our family, consisted of me, my wife, and our very young two children, chose the U-Haul company because it is a national company with a trusted name and brand. As you can imagine, this was a very important moving for our family. We were moving from the West Coast to the Middle West to start my academic career at the University of Illinois. It was not just a move for my academic career, but a new life for me and my families.We gave U-Haul an ample time to deliver all of our items to our new town, items that consisted not only of fundamental items but also items of our family lives and memories.As we arrived in Illinois and were anxiously waiting for the arrival of our packages, we did not hear from the U-Haul company regarding the status of our packages. Then at that point, I called U-Haul on August 8, 2013 15 days after U-Haul picked up our packages for the move!When I called the San Francisco branch office, I was told that it still had all of our boxes and it was not even aware that they were due to us, per contract and per guarantee, in just three days!I called and called multiple times to ask for expedited service as my two young children did not have any items to wear or sleep on in our empty new place in Illinois. I communicated for almost thirty times, but I did not get any response or explanation for the delay of the shipment.When our items were finally delivered to Illinois on August 30, 2013, more than thirty (30) days has passed from the guaranteed date.Desired Settlement: DesiredSettlementID: Other (requires explanation)

During that time, we had to buy numerous essential items (clothes, shoes, blanket, bedding, lamp, etc.) in order to survive. In addition, we had to purchase items for kids school and various household items. Also, we were so emotionally stressed and distraught because we did not know when we would receive our items. We had to live day by day to make the ends meets, not knowing what will happen the next day.I believe our one month of not recei

Business

Response:

December 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Moving and Storage of Downtown San Francisco followed up on the information Mr. [redacted] provided. He informed our office a refund will be issued to Mr. [redacted] for the charge of the delivery fee in the amount of $486.30.

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: In June of 2012 I returned a rented uHaul truck to an independent dealer, EZtoStore at [redacted] Needing a storage unit I decided to use EZtoStore because they were affiliated with Uhaul and it was convenient. In August I received a notice that the facility would be undergoing renovations and for the duration of the renovations my unit/belongings would be offsite and would just need an advance notice to access my unit. I did not need to access my unit until two weeks ago when EZtoStore contacted me about my monthly payment. During that phone call I notified her that I needed to access my unit and she said it would be available the following Monday. Monday I arrived to see that a completely different business occupying [redacted] with no Uhaul truck in sight. At that point I called EZtoStore 8 times that day to try to find out if there was a new location and did not receive a call back. Tuesday Feb. 12th I called Uhaul inquiring about whether or not EZtoStore had moved because the links from the Uhaul website still used the [redacted] address. After leaving multiple messages and being told that I would be receiving a call back, it was not until yesterday Feb. 18th that I was notified that EZtoStore was no longer affilitated with Uhaul. I was obviously displeased that it took a week for me to find out this information having wasted so much time trying to get in touch. It wasn't until I threatened to file a police report that I was given a way to get in touch with the company EZtoStore.Desired Settlement: I just want this multimillion dollar company to be held accountable. It is by far the biggest self move company in the nation and its customer service is completely unacceptable. While the hourly wage level employees seemed to relate to my troubles, the lack of a response by the Chicago area field manager along with other "managers" show how little they value my business as a customer. It also troubles me that a company of this size does not keep its website updated in terms of which independent businesses it is or is not affiliated with. I have just spent almost two hectic weeks wasting money and time on phone calls, on hold, and waiting for return phone calls just to have access to my own possessions. You can be sure that I personally will never have another cent given to this company, and will recommend to friends and family that they use another more reputable business.

Business

Response:

February 26, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of North Shore Chicago, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] in regards to items he had stored at EZ to Store, which is an independent dealer. Ms. [redacted] provided the names and the telephone numbers of EZ to Store employees as well as the owner of that store. She also mentioned that her office has been unsuccessful in obtaining any other information from EZ to Store.

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 bought a propane tank from U-Haul located at [redacted] in [redacted], **, on Sept. 6, 2013. Upon getting the new tank home, I tried to turn on the gas nozzle to use for a barbecue and the handle broke off. I returned the new tank to U-Haul on Sept. 8, 2013, and requested a replacement tank or a refund for the defective tank and propane gas. They refused.

I paid $34.95 for the new tank and $12.56 for the gas inside for a total of $52.16 including tax. They refused to replace the defective tank and only refunded me $12.56 of the $52.16. They said they couldn't get the computer to work correctly in order to process my refund.

Please help me in resolving this issue.

Thank you!Desired Settlement: I would like to have the difference between $52.16 and $12.56 refunded to me which is $39.60. I have the two receipts on hand if needed to prove my case.

Business

Response:

September 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Dr. [redacted] provided. She informed our office she spoke to Dr. [redacted] and advised her of a refund for $39.60 back to her credit card. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International