J.R.J. Tara Corporation

I called a week before I needed to rent a Cargo U-Haul Van from the U-Haul place on Twin City Avenue in Springdale, Arkansas. Debra asked several questions; however, she NEVER asked how long I would need the van. I assumed that perhaps they did not need to know how long the vans were out and did not give it another thought. At 7:35PM the night before I was to pick the van up at 8:00AM the next morning, I received a call from a young man at the U-Haul store telling me I could only have the van for 4 hours. I told him I had already set everything up and needed the van for at least 5 or more hours. He basically said "too bad." I had to change everything at the very last minute and when I called U-Haul Corporate Office to lodge a complaint, I was on hold for over 20 minutes and then was cut-off. This was a terrible and stressful experience and no one at U-Haul seemed to care!

Review: On June 9th I received a UHAUL truck from uhaul, On the day I went and picked up the truck June 9th the computer systems were not working so I could not receive a printout of my contract from them. However we verbally agreed that I would have the truck til the 14th of June on the 11th of June a female called me and verbally stated that the truck had to be returned that day. I informed her of my original contract with the uhaul contractor in [redacted] of my renting the truck until the 14th of June. The female on the phone said she would look in to it( and never did) So my complaint is on June 9th I received a UHAUL for $410 for the rental time of 6 days. I kept the truck for three extra days and was charged $383 for 3 EXTRA DAYS that was HIGHWAY robbery. I do not see How a rental truck for 9 days costs $800. The Uhaul company in [redacted] truck caps, were not even willing to discuss this matter with me and kind of made me feel like I was [redacted] out of luck for being overcharged. I was also charged twice for insurance. I am sorry this is so disorganized but I am very upset about this and I dont know how any company can treat there customers like this. Thank you.Desired Settlement: I would like the money I was overcharged to be refunded back to me.

Business

Response:

June 20, 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 and sent him the following email in response:

Dear [redacted], I have received the forward of the information you had provided to the Revdex.com, And would like to sincerely apologize for the inconveniences that we had caused you. I do completely understand your perception of the series of events, and although I do see that we were not even remotely helpful in correcting the matter, I do see what went wrong, and assure you that our intent was not malicious. Upon review of your rental contract, I do see that we collected a larger rental rate than what was the going rate for your trip, which did come out to you pre-paying for 4 additional days. Sadly, that was neither noted (we have a special section on rentals for notes, so we can see when special situations occur), nor were the days allowed edited to show the additional 4 Days being paid for, so, "at a glance", the receiving location had no means of knowing that you were allowed at least the 6 days. I do agree that they should have been more helpful in actually researching the matter, and I will be following up with the area field manager who Is responsible for overseeing U-Haul operations at that location. I have taken the liberty of refunding all $383.68 charged to your [redacted] at the [redacted] Location (copy attached), and again, would like to sincerely apologize for the inconveniences that we have caused. If I can be of any further assistance, please feel free to contact me directly at this Email address, or by phone at [redacted]. Sincerely, [redacted] Executive Assistant U-Haul Co of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: SIRS,I RECENTLY RENTED A HAUL TRUCK TO DRIVE TO INDIANAPOLIS. I HAD LEARNED THAT I COULDN'T USE THE TRUCK BECAUSE I NEEDED TO STAY HERE IN SACRAMENTO FOR SEVERAL MORE MONTHS. SO I TURNED THE TRUCK BACK INTO UHAUL ON THE SAME DAY AS I RENTED THE TRUCK. I ACTUALLY DROVE IT BACK TO THE OFFICE AND ONLY DROVE IT 2.7 MILES FROM MY BROWNSTONE TO THE HAUL. THE MANAGER :MARK HARTLEY IS NOW CHARGING ME $1,460.45 FOR THE USE OF THIS TRUCK. THEY ARE TELLING ME THEY CAN'T GIVE REFUNDS. THIS SHOULDN'T BE ALLOWED IF I RETURNED TOLD THEM I COULDN'T USE IT RIGHT NOW BUT WOULD BE HAPPY TO RENT AGAIN ONCE I KNOW MY EXACT DATE THAT I AM LEAVING. PLEASE HELP ME THIS IS SEEMS VERY POOR BUSINESS. WHEN I BROUGHT THE TRUCK BACK THEY NEVER TOLD ME THAT I HAD TO PAY ANYTHING. SO I RETURNED EVEYTHING BACK TO THEM AND THEY SAID NOTHING ABOUT STILL HAVING TO PAY. I'M NOT SAYING I DON'T WANT TO PAY THEM IT'S JUST THAT I FIND IT HARD TO BELIEVE THEY WOULDN'T TELL THAT ONCE I PULLED BACK INTO THEIR LOT AND GAVE ALL OF THEIR MATERIAL BACK TO THEM. My cell phone is ###-###-####Desired Settlement: SIRS, I WOULD BE WILLING TO GIVE THEM A CERTAIN % BUT NOT 1,460.45. IT SEEMS OUTRAGIOUS TO HAVE THAT KIND OF A BILL IF I ONLY HAD THE VAN FOR 30 MINUTES AT THE MOST. THEY AGAIN NEVER TOLD ME THERE WOULD BE THIS MUCH DUE.I WOULD APPRECIATE ANY HELP YOU CAN GIVE ME ON THIS ISSUE. I REALLY HOPE YOU CAN HELP ON THIS. IT SEEMS ALITTLE TO MUCH FOR SOMETHING I USED ONLY FOR 1/2 HOUR AT THE MOST.THANK YOU AND I LOOK FORWARD TO HEARING FROM YOU SOON.AGAIN MY EMail address is: [redacted]

Business

Response:

December 18, 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 the same amount that was charged, or $1,460.45, was issued back to Mr. [redacted]’s Visa account on the same day as the charge. The refund should have posted on Mr. [redacted]’s last months 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 U Haul on June 29th, 2014 and am absolutely appauled at the level of customer service I received. I checked out the truck at 1:00 and was told it had a full tank of gas and that I was expected to bring it back with the same. Which I did. however, they lied when saying the truck was full when I took it. I went less than 10 miles with the truck yet when I want to top off the fuel tank it cost me over $20.00. Gas was around $3.60 a gallon so as you can clearly see I paid for gas I never used. When I returned it to the dealership I informed them of the issue. I was told, exact words" I did not check you out so there is nothing I can do about it." First of all, [redacted] is the one that took us out to the truck. Then she told us that it is in the contract that U Haul is not responsible for over fueling. I have read my contract and do not see that anywhere. To make matters worse I asked for corperates phone number and was told it dod not matter if I called because she is the owner and it will come back to her anyway. I understand we are only talking about a few dollars. My issue is with the deception and blatant lack of respect. As for notifying corperate, she was right about that. I filed a compalint and filled out a review they sent me and they did not even have the professional courtesy of resaponding. I highly recomend not using this service.Desired Settlement: Frankly I would like a full refund due to the way I was talked to. But honestly, I would be happy if U Haul is held accountable and is required to be honest about the condition and fuel level when checking one out.

Business

Response:

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

Ms. [redacted], our GM of our U-Haul Moving and Storage of Janesville, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology and also offering to refund her the extra fuel she put in the truck. Ms. [redacted] did not hear back but did issue Ms. [redacted] a refund for the extra fuel expense in the amount of $10. The refund was issued back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Used Uhaul many times to move across Canada and a few times just between close cities and each and every time, Ive come across a problem. The most recent, we used their service called Ubox. First problem we encountered was right a the beginning. When trying to reserve the Ubox I would register all my information then at the very end they would verify that it was a truck or a trailer I was reserving and when they realized it was a Ubox they would transfer me to another person, saying it wasn't their department. Finally after doing this twice I reserved it, only to be told it would have to drive 4 hours away to pick one up because they didn't have one in my city. My mom did a little calling around and found someone that said they have plenty in the city we were looking for and she doesn't know why they would say otherwise.

Next problem, on the day of pick up they couldnt find out reservation because it was, for some reason, reserved the day before and they were going to charge me $50 for their mistake. We finally manage to pick it up after 2 hours of being transferred and on hold. After bring it home, we noticed that this box was not made correctly, they used drywall screws to hold the door hinge on, it was crooked, and the locking mechanisms to secure the door closed, didnt align properly. So my dad had to repair this box before we could even start packing it.

Problem Three: On the expected date of arrival, I called the lady who set it all up to see if it was at our uhaul receiving location, when she informed me they hadnt even sent it out yet. A week later they inform us that our box has arrived and problem four arises.

We tried to call the company and even though we told them at LEAST 3 times that we were picking up an existing order that just arrived, they still managed to load an empty Upod onto our hitch. When we told them they gave us the wrong box they came back about 10 minutes later to tell us they couldn't load our pod onto their (toy) trailer because it was too windy. Now were trying to call the main office to complain and that we had to drive half an hour into the city for no reason and we would like some type of reimbursement and they have so far hung up on us a total of three times, and counting.

Long story short, please do not go with this company. They don't care about customer satisfaction, they've monopolized moving across Canada, they don't need to make us happy. But Ive just recently found a handful of other companies that are willing to move you across Canada, they also offer similar services to the Ubox. They might be a tad more expensive but its worth it. Now I just wasted $1700 on a 7x8 box that you CANNOT insure. I'm not even sure if any of my stuff made the move or if its all broken.

To name a few alternate companies to uhaul

Atlas

Ace

Budget

Allied

Mayflower To name a few. I havent researched all of these to see what services they offer but I think it would be worth your time to avoid ever having to use Uhaul again.

Review: This Uhaul facility has apparently misplaced the UPODS and no one seems to be able to find them. In order to prevent my finding out about their inability to locate the pods they have yelled at me twice, put me on indefinite hold once, redirected me to the main number three times and hung up on me three times.I am just trying to get someone to accept my order to have the UPODS I am renting moved. Apparently getting the service that is promised is not easy.Thank You

Product_Or_Service: UPOD Moving Boxes

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

They need to allow me to pay them and ship my UPODS

Business

Response:

March 2, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been speaking to the wrong office in order to get answers on his U-Box move. Our Traffic Manager for our Southern [redacted] Regional Office verified the boxes were paid and shipped on February 23rd and due to arrive on March 11th.

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 uhaul truck for a move and reserved the truck with a price quoted which included 2 days of use and 125 miles. Upon returning the truck within the 2 day time period, I was informed that the truck should have been returned the previous day. The uhaul representative couldnt take the truck back without receiving payment for the "extra" day so I had no choice but to pay an additional $61.29. I attempted to resolve this issue with Uhaul and was informed that corporate changed the # of days of use but the account was not noted with explanation. I even returned to uhaul website and completed a mock trip to validate the terms of my original reservation. Again the website quoted me a price which included 2 days of use and 125 miles. I explained this to the uhaul representative and even suggested they go to website and to verify my claim. I was referred to corporate office where I explained the situation. After I had to spend over 50 minutes on the phone with several uhaul representatives, I was told someone would call me back within 3 business days to resolve the dispute. The reference number for my claim is #[redacted].Desired Settlement: At a minimum, I want to be reimbursed for the extra money I was charged. The original reservation price was not honored and I was not notified of any changes to the quote I was given when I reserved the truck. The inability for customer service to resolve this claim and the additional time and frustration of trying to resolve this issue is unacceptable.

Business

Response:

February 26, 2013

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

Mr. [redacted], our Area Field Manager for the U-haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the extra day charge back to her Visa account as requested. The credit for $61.29 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 advertised a reservation guarantee wherein: "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."

In the reservation form, where this guarantee is placed, there are no links, asterisks, or fine print leading to any "certain restrictions apply, see here for details" disclaimers. When I was not granted the truck in the location of my confirmation, I first took this issue up with phone-based customer service, who refused to honor the guarantee, saying that it does not apply to same-day rentals. If this is the case, why not simply stipulate that on the reservation page? U-Haul's customer service agent refused to allow me to speak with a manager, and instead told me to file a complaint with U-Haul. I did so, and the U-Haul agent who responded to my complaint gave me the same song and dance as the original customer service agent. They're fighting me tooth and nail over a lousy $50, and they're not acknowledging that their reservation form contains a blatantly misleading advertisement of a $50 reservation guarantee.Desired Settlement: This isn't even about the $50 anymore. I would appreciate them honoring the $50 reservation guarantee, but at this point what would give me the most satisfaction would be knowing no other customers would have to deal with this issue. The solution is simple. A prominently-placed link on their reservation page to the disclaimer that is presently buried somewhere deep on their FAQ page.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] a Senior Customer Service Representative, followed up on the information Mr. [redacted]provided. In addition to the $25 VIP Certificate issued to Mr. [redacted] Mr. [redacted] sent him an email explaining he issued him a refund for the $50 Reservation Guarantee Fee back to his [redacted] account. The credit should post on his next credit card statement. Mr. [redacted] also offered his apology for the inconvenience Mr. [redacted]experienced and provided his telephone number if he had other concerns.

I hope Mr. [redacted]will take advantage of the VIP Certificate we sent him 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: For my move from Boston to Chicago I hired and paid a deposit to U-Haul to utilize their U-Box service, everything from my apartment was loaded into the box and delivered to the designated U-Haul facility in Boston on May 30, 2014 and as part of my contract with U-Haul was supposed to be delivered to the storage facility in Chicago no later than June 6, 2014.After receiving no communications from U-Haul regarding the status of my box I called the national U-Box helpline on June 7 and spoke with Chad who advised me that he had sent messages to both the local Chicago facility and the shipper regarding the status of my box and was told I would be followed up with once they had found it. I never heard back and called back the next day June 8 and spoke with [redacted], she also sent messages to the facility and shipper but neither ever followed up with me.On June 9 after receiving no further information I called and spoke with [redacted] who filed an internal complaint which according to her would be followed up on within 72 hours. She also spoke with someone in shipping and told me that my box would be arriving either that night or first thing Tuesday (June 10) morning. No one had followed up with me by noon on Tuesday and after speaking with both the local facility and [redacted] at the national office was told that my box had not arrived.Today (June 11) I called and spoke with the local facility in Chicago again and was told that my box had not yet arrived and they were unable to track its progress. I talked to [redacted] at the national office again and was told they were unable to locate the box and that someone would follow up on my complaint (filed June 9) by the end of the day.U-Haul is now 5 days past the guaranteed delivery date of June 6 and appears to be making no effort to locate the box which contains literally everything I own. All communication has been initiated by me and even the internal complaint I filed is getting no response.Desired Settlement: I would like the entire amount paid to ship my belongings from Boston to Chicago ($709) refunded.

Business

Response:

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at Mass Ave. in Boston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and assured him he will be personally handling the dispatching error that may have delayed his U-Box to be shipped.

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 was contacted on 6/12/14 by [redacted] as described in Uhaul's response who assured me he would be looking into what caused my U-box to arrive a full week after (6/13/14) the guaranteed arrival date of 6/6/14. I emailed him looking for further information on 6/18/14 and as of today (6/20/24) have not received a response. Furthermore, no communication has been received from Uhaul International regarding the complaint I filed demanding compensation for their failure to deliver within the specified time frame along with their complete lack of followup and communication during the interim period. My credit card has since been charged the full amount for shipment from Boston to Chicago.

Please review my case and feel free to contact me for any further details.

Regards,

Business

Response:

June 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Mr. [redacted] provided. He informed our office a refund for $300 was issued to Mr. [redacted] as an adjustment on his move.

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

Awful experience! I was given a u haul that had a history of over heating and was allowed to drive it 2000 miles across the US. My 10 year old cat almost died, myself, my husband, mother and 6 year old son are suffering from dehydration because of being broke down in the dessert. Service was supposed to be sent our way and never arrived. I do not recommend anybody use u haul because they were very inconsiderate of what we had to go through and I assure you that I will NEVER rent from them again. 1812$ for a piece of junk truck.

Review: ON 06/29/13 I RENTED A UHAUL TRUCK FROM PLEASANTVILLE OHIO TO CHILLICOTHE OHIO. AT THE TIME OF THE PURCHASE I WAS TOLD I WOULD RECEIVE A REFUND OF 100.00. WHEN I GOT THE TRUCK, LOADED IT AND MOVED TO CHILLICOTHE, I HAD 24 HOURS TO RETURN THE TRUCK. BEFORE MY TRUCK WAS DUE TO BE RETURNED I WAS CALLED SEVERAL TIMES BY UHAUL REQUESTING I RETURN THE TRUCK SOONER AS THEY HAD ALREADY PROMISED IT OUT TO SOMEONE ELSE. ( THIS TO ME IS RUDE ) I RETURNED THE TRUCK, DIDN'T GET MY DEPOSIT BACK AS I WAS THEN TOLD IT WOULD BE MAILED TO ME. ONE WEEK LATER, DUE TO A DOMESTIC VIOLENCE SITUATION, I AGAIN HAD TO RENT A UHUAL TRUCK TO MOVE. I CONTACT UHAUL ON SEVERAL OCCASSION AND SPOKE TO SEVERAL CSR'S WHO TOOK MY INFO SO THAT THE REFUND CHECK WOULD BE MAILED TO MY NOW CURRENT ADDRESS. I WAS TOLD IT WOULD TAKE THREE WEEKS TO MAKE SURE THE FIRST DEPOSIT CHECK WASN'T CASHED. AFTER THE LAST CSR I SPOKE WITH A MAN NAMED [redacted] WITH UHAUL CALLED AND LEFT A MESSAGE ON MY VM AND STATED THAT I WOULD HAVE TO WAIT THREE WEEKS TO MAKE SURE THE FIRST CHECK WASN'T CASHED AND TOLD ME TO PUT A CHANGE OF ADDRESS IN ( BUT UNFORTUNANTLEY THAT WOULDN'T HELP ME AS THE CHECK HAD ALREADY BEEN MAILED AND DELIVERED TO MY PRIOR ADDRESS ) HE TOLD ME TO CALL HIM WITH MY NEW ADDRESS ( WHICH I HAD ALREADY GIVEN TO THE CSR'S ) REGARDLESS, I HAVE TRIED FOR SEVERAL WEEKS TO CONTACT [redacted] WITH NO AVAIL. THE PHONE JUST RINGS AND NO ONE EVER ANSWERS IT AND IT DOESN'T LET ME LEAVE A MESSAGE! I JUST WANT MY DEPOSIT BACK! I FEEL THAT UHAUL HAS BEEN VERY UNPROFESSIONAL IN MY SITUATION. AS WITH BOTH MY EXPERIENCES WITH UHAUL, I HAVE BEEN TOLD INCORRECT INFORMATION, CHARGED MORE THAT I SHOULD OF, DROP OFF LOCATIONS THAT WERE GIVEN TO ME WERE INCORRECT, OVER CHARGED FOR A DOLLY ECT.Desired Settlement: I JUST WANT MY REFUND OF 100.00 WHICH IS WHAT I PUT DOWN AS A DEPOSIT FOR THE TRUCK! I BROUGHT THE TRUCKS BACK CLEANED WITH MORE GAS THAN WHAT IT WAS GIVEN TO ME WITH.. I HELD UP MY END, I EXPECT UHAUL TO DO THE SAME!

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email advising her a new check had been issued to her [redacted] address in [redacted]. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I CALLED UHAUL ON 08/28/2014 AND ASKED IF I COULD GET A HITCH AND WIRING DONE ON THAT DAY THEY SAID YES AT 1:00 PM I ARRIVED AT THE LOCATION AND LEFT MY CAR STATING THAT I NEEDED A MOUNT AND BALL TOO THE REPRESENTATIVE SAID HE WOULD LOOK AT MY CAR AND EVALUATE WHICH ONE WAS NEEDED. I SAID I WOULD RETURN IN A 1 1/2 HOURS TO 2 HRS BECAUSE THEY SAID THAT WAS HOW LONG IT WOULD TAKE I GAVE THEM 3 HOURS AND RETURNED TO MY CAR NOT DONE I WAS UPSET NO AIR CONDITONING AND NO WHERE TO SET I WAITED 30 MIN I WAS QUOTED 303.70 TOTAL PLUS BALL AND MOUNT HE TRIED TO CHARGE ME MORE I TOLD HIM THAT I WOULD ONLY PAY WHAT I WAS QUOTED HE THEM PUT ON THE BALL AND MOUNT WITH OUT TALKING TO ME WHEN I PUT THE TRAILER AND ATV ON MY CAR I NOTICED THAT I WAS ONLY A COUPLE OF INCHES OFF THE GROUND IT WAS LABOR DAY SO WE HEAD TO THE MOUNTAINS WHEN WE UNLOADED THE ATV MY FATHER FELL OFF THE TRAILER WITH THE ATV BECAUSE THE TRAILER WOULD NOT TILT FORWHICH IT WOULD HAVE EXCEPT THE MOUNT AND BALL WAS TOO LOW MY FATHER WAS INJURED AND WE HAD TO GET MEN TO HELP US LOAD THE ATV BACK ON AND THEY ALL SAID, WHY DID THEY SELL YOU A MOUNT THAT WENT DOWN INSTEAD OF UP? BECAUSE THE REPRESENTAIVE SOLD ME A WRONG MOUNT AND I TRUSTED THEN TO KNOW WHAT I NEEDED AND I HAD INFORMED HIM WHAT I WAS PULLING, MY FATHER GOT HURT I HAD TO CANCEL MY RESERVATIONS FOR WHICH COST ME $70.00 FOR THE HOTEL AND THE GAS TO DRIVE TO NEW MEADOWS AND BACK FOR NOTHING. I CALLED UHAUL AND OPENED A CLAIM THEY WAS TO CALL ME IN 72 HOURS THAT WAS ON 09/02/2014 I HAVE STILL NOT HEAR FROM THEM I DID GO TO ANOTHER UHUALEAR AND CHANGED THE MOUNT TO A 4 IN RISE INSTEAD OF 2 IN DROP. MY CAR IS A SUBARU FORRESTOR NOT A 4X4 WHEEL DRIVE SO WHY WOULD THEY GIVE ME A MOUNT THAT DROPS? THIS COST ME MY TRIP AND INJURED MY FATHER WHO IS 83. WE HAVE TAKEN THIS TRAILER AND ATV BEFORE WITH MY FATHERS TRUCK SO THE TRAILER WORKS CORRECTLY WHEN THE MOUNT IS CORRECT WE HAD TO TAKE MY CAR BECAUSE HIS TRUCK PLATES WERE EXPIRED.Desired Settlement: REFUND ME THE AMOUNT YOU CHARGED SINCE MY TRIP WAS RUINED WITH MY DAD GETTING HURT AND I HAD TO CANCEL MY RESERVASTION AFTER ONE NIGHT AND LOST MY REFUND WITH THEM SINCE WE COULD NOT LOAD AND UNLOAD THE ATV THE CORRECT WAY I AM OUT GAS, ROOM CHARGES AND A FUN LABOR DAY WEEKEND WITH MY DAD AT THE AGE OF 83 MAYBE NEVER AGAIN SINCE I CAME FROM REEDSPORT OR TO MAKE THIS TRIP TO NEW MEADOWS ID

Business

Response:

September 26, 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 Idaho Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that the mount, when installed, was slid into the receiver hitch, which does sit two inches below. If the mount is flipped 180 degrees, the mount then sits four inches higher. Ms. [redacted] was advised of this upon her initial objection. There is no problem with the hitch installation or the mount that slides into the receiver hitch.

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.

The hitch that I was sold in Nampa would not have a rise of 4 inches the one I bought and replaced it with in Coos Bay does that so you do not know what you are talking about the hitch that was sold to me on my paperwork is a 2 in drop tor a 2 inch rise. So you are not telling the truth I have my sales slip that states this so please stop lying and I was never told that I could turn it up for a rise and I did tell the sales clerk what I was towing so why didn't he put it in that way? I am a woman and trusted UHaul to install it the right way my mistake that I will not do again!

I am taking my car in for review of the struts to see if UHaul messed those up. If you want to keep lying and not owning up to your mistake then I will call my credit card services and have the charge reversed and I will see you in court!!

Regards,

Business

Response:

October 1, 2014

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 Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a uhaul on Sunday evening close to closing time it was me my son niece and nephew at time of rental and no walk through was done at time of rental because the associate informed me you have the insurance so no need but much to my surprise when I got to the location to pick up my belongings in the public storage I opened the back of the truck and noticed there was damage to this vehicles roof top a damage in which I could not see before hand because I'm not as tall as the truck I then pointed it out to all the people that was helping me at the time because rental place had closed already so I said ill just inform them on the return of the vehicle the next morning in which I did. The manager on duty that day was very nasty and said that I had to have done because it had just checked in in which it may be just checked in but does not mean that I did it I pointed out this damage so if I did it I would have hoped they didn't see it rather than me pointing it out but no doubt if I did something I wouldn't go through this much trouble denying it. I can provide you my destination to and from with the mileage which also clears me no low bearing roofs or anythingDesired Settlement: I would like a refund as well as my name cleared of this crazy accusation along with an apology The main office stated that it would be easy to clear me if she can prove no walk around was done in which it wasn't but yet here I am

Business

Response:

July 23, 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 [redacted] regional office, advised our office she removed the Overtime Note from Ms. [redacted]’s contract and left a message for Ms. [redacted] requesting a call back to inform her of their resolution.

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

Sincerely,

Executive Assistant

U-Haul International

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 trailer for a cross country trip and paid the additional fees for insurance through U-Haul. Due to a hard rain during one of the travel days we discovered the trailer had a leak and some of our electronic items were damaged. I called u-haul and discussed the problem, I was told I did not need to unload and capture photos right then but rather to photo the damage at the end of the trip and that would be adequate for the insurance protection. When we unloaded I took pictures of the water damaged boxes (as evidence of the leak) and the electronic items for reimbursement of the items. U-haul denied my claim insisting that they found no leak and the photos of damaged boxes did not prove they were at fault for my items being damaged from water. The leak test they did was clearly not adequate for a trailer being driven 55 mph in hard rain as if it were they would have found the leak. The door was never opened during the rain so there was no other way for the water to have gotten into the trailer to damage and soak so much of the contents, thankfully most of the items were clothes that could be laundered but the electronics were destroyed by the water.Desired Settlement: I would like money for the replacement value of the items that were destroyed. We sent a documentation stating the two items, an I-pod nanno and an I-pad charger that we had to replace out of pocket.

Business

Response:

February 12, 2013

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

Ms. Falisha Lopez, our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] as well as followed up with an email requesting documentation for the damaged items for further review. She also included her telephone number if Mrs. [redacted] needed to speak to her.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I met all conditions set forth in U-Haul's guarantee to receive $50 for equipment that was guaranteed not being delivered. I was contacted by email, which I can forward, which stated that "

This is confirmation that the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads you reserved is scheduled and guaranteed to pickup at 12:00 PM on 05/18/2014 at [redacted], [redacted]." and the utility dolly nor the appliance dolly were available for pickup, nor could they direct me to another local location in which the items were available. According to their website [redacted] if the agreed upon equipment is not at the agreed upon location at the agreed upon time for pickup, then U-Haul will pay $50 as liquidated damages. I contacted U-Haul the day of the rental and was told that I would have to wait until I returned the moving van and furniture pads for there to be any further processing on the issue. I returned the moving van and furniture pads and once again contacted U-Haul on 5/23/2014, at which time I was told by the person on the phone that the guarantee does not apply to anything except the moving van. I asked for her to continue with the claim and add in the notes quotes from their actual guarantee which state that if the agreed upon equipment is not available that they will pay $50 as liquidated damages. She told me that the supervisor will review the claim and call in 2-3 business days to complete the claim. After a week and a half, I called back today, 6/3/2013 and was told yet again that the guarantee only applies to the moving van. The guarantee that they set forth applies to agreed upon equipment, which according to their email confirmation was "the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads". I am unsure if I can add attachments to this complaint, but I can provide the email, as well as the contract for the rental equipment which shows that I only received the 20' moving van and furniture pads.Desired Settlement: $50 in liquidated damages as stated in their guarantee on their website [redacted]

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him that our Traffic Manager had issued him the $50 Reservation Guarantee Fee back to his [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,[redacted]Executive AssistantU-Haul International

Review: I had reserved my uhaul online on 7/4/13 to plan for my move on 7/13/13 from 12pm-6pm. I reserved the 17 foot uhaul from a location near my home. On 7/12/13 at approximately 2:13pm I received a call from the uhaul location stating that I could not rent the uhaul at 12pm and keep it until 6pm because someone else needed the truck. I was upset but the man on the phone gave me no other options. I called my movers and asked them would it be possible to change the time. They declined so I went on the uhaul website. It states that your reservation is guaranteed or the refund you $50. So I called the 800 number to uhaul and after speaking with several people they agreed to refund the $50 to my card. They also reserved a 14 foot uhaul from me from 12pm-6pm at a different location. I had to take that reservation because I had already scheduled my movers. On the day of the move everything went fine except for the fact that we had to make more trips. When I went to return my uhaul the man tried to over charge me. Then when I called uhaul because I hadn't received my $50 refund they stated that someone would contact me in a couple of days. It has been almost 2 weeks and I have heard from no one. This company has very poor customer service and I refuse to deal with them again.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $50 refund for rescheduling my reservation. I would also like the $53 that I paid to rent the uhaul because this situation was extremely frustrating. It is already difficult to move a family but dealing with a corrupt trucking company does not make things any better.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Mr. [redacted] provided. She informed our office she confirmed with Mrs. [redacted] that they had not yet received the check for $50, therefore, Ms. Powell issued another one. Mr. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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,

[redacted] Sr.

Review: On November 24 2013, I had to make a long-distance move twice because U-Haul employees did not listen when I specifically described my moving needs and rented me a truck that was too small. I had already reserved this truck during my on-site visit to the U-Haul store. The afternoon of the move, it was 30 degrees and the packers were 2/3's done and they were leaving. Taking furniture off and putting it on the largest truck and/or having the driver stay another day was not an option. I called the corporate office and told them the dilemma. I was told that U-Haul would take care of the mistake and I was to hold on to all receipts.The next week was Thanksgiving so many holiday plans had to be changed to accommodate a second move. We drove back to Atlanta in holiday traffic and then had to secure a truck, driving 60 miles round-trip out of our way. We loaded the rest of the furniture onto the truck by ourselves. I made the decision that we were checking into a hotel and would leave in the morning. This time, there was no help and the stress of the second move was too much. When we returned to [redacted], my ex-husband had to take Monday off to unload the truck. I called U-Haul and was routed to the area manager in Louisiana. He credited half of the truck rental - $156.53. I was not pleased and I began the process with corporate U-Haul and the case was given to [redacted].I emailed expenses for auto gas $ 58.92 (11/30) $70 (11/29) truck gas $100 (11/30) Marriott Ctyd $136.85 (11/30) Truck Rental $153.01 (12/3)He has offered a settlement of $114.46 and a $30 U-haul coupon. I was told to take it or he would close the case. I have tried to contact his supervisor or other corporate officers, but he has my case blocked so that it can only be routed to himDesired Settlement: DesiredSettlementID: Refund

I feel that U-Haul should stand behind their word. I called many times during that first move -November 24-26, very upset. I was assured that the matter would be resolved. They told me to save receipts and they'd take care of itThis second move was unnecessary. I have brought it to the attention of U-Haul that their brochures,website, and their employees are ill-advised on truck sizes with regard to living spaces. This was a huge and costly mistake. Furthermore, it d

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can only recommend a specific size of equipment for our customer’s needs based on average rooms of furniture, however, the final decision is up to the customer as they only know how large or bulky their furniture may be. [redacted], a Customer Service Manager, relayed that he carefully reviewed the information Ms. [redacted] provided to ensure she received a fair resolution. Ms. [redacted] had requested $153.01 as a full refund for the second rental in addition to $228.92 for the fuel and $136.85 for a hotel expense. Mr. [redacted] advised her, because she did not incur a breakdown with the U-Haul equipment and she did complete her move, a refund for the truck, fuel, and hotel did not warrant a refund. However, in the interest of customer good faith, Mr. [redacted] stated he would be willing to make a refund for a portion of the fuel in the amount of $114.46 plus send her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Please be advised that we cannot block a file from being viewed by another agent or management. Mr. [redacted] actually discussed Ms. [redacted]’s rental concerns with senior management and they concluded that a fair resolution was made. At this point we will honor Mr. [redacted]’s offer to make a refund for $114.46 plus a $30 VIP Certificate if Ms. [redacted] would like to accept.

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.

The recommendations for size were taken directly from U-Haul literature and this is the reason why we are at this point. For the first move, I was rented a truck that U-Haul states accommodates a 3 bedroom house, and yet it was nowhere big enough to take care of my move for a 1 bedroom apartment. My position remains the same: U-Haul's literature and size guidelines are outdated and employees are inadequately prepared or disinterested in customer needs.

The second move was not a matter of choice and a 6 hour hotel stay was definitely not part of a holiday weekend. U-Haul seems to have this protocol that the only time one stays in a hotel is when there is a breakdown. There has been a breakdown - a breakdown in communication regarding size and needs. Customers are so important, but U-Haul neglects to take care situations caused by their own shortcomings - misleading literature, poorly written websites, ill-informed employees....I fail to see the "fairness" in this offer when I am out-of-pocket an additional $518.78 for a second move that should have never occurred and U-Haul wants to offer $114.46 and a coupon to use their products again. This is not what I was told when the the first move wasn't working - I was told during several phone calls that this would be taken care of.

Contrary to the response, I was blocked from speaking to anyone other than [redacted]. I called several times and each time, was told that my case was flagged and that my calls were to be routed to him. The last email that he sent, in March, said I could accept $114.46 or he would close the file. I have emails and phone records. Sounds like a bully tactic, not customer care.

At this point, I choose to never do business with this company again and I am posting this information for public viewing. The mobile society in which we live needs to be aware of a service industry that is not about matching its products with customer needs, and then doesn't step up to the plate.

Business

Response:

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our recommendations for size of equipment are just that, a recommendation. We base our recommendations on average rooms of furniture. We don’t know how large or bulky their furniture is or how much furniture they have in each room. We offer size specifications and cubic footage as helpful information to our customers. U-Haul is a do-it-yourself moving company, therefore, our customer must be responsible for making the final decision on choosing the size of equipment for their moving needs. We provide different sizes of moving equipment and packing materials to make the move.

Ms. [redacted]’s extra motel was not due to any malfunction of the U-Haul equipment. U-Haul can’t be held responsible for extra expenses due to Ms. [redacted] renting a smaller truck than needed to complete her move. In the interest of customer good faith, we have offered to refund half of the fuel expense for the second truck along with a VIP Certificate for $30. We feel the Certificates can be of great value to our customers. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

Please be advised, after another careful review of the information at hand, our 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: This company don,t answer for all problem. I cannot access and talk any manager . Bad billing

Business

Response:

February 1, 2013

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

Ms. Marshell Latson, our Executive Assistant for the U-Haul Company of Fort Lauderdale, followed up on the information Ms. [redacted]provided. She informed our office our GM of our U-Haul Center spoke to Ms. [redacted]and offered his apology for the lack of service we provided.

As we value Ms. [redacted]as a customer, Ms. Latson sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: this is your location in Haltom City. We have used uhaul for some time, however in the recent yes I informed my spouse that you all was not the right co for us, but when we went with you all, I was not keen on it then, however I relectly agreed and have regretted since. Being military we just can't get up and come get our items. The problem we are having is the attitude and professionalism with [redacted]. Being a officer in the military a manager should be more professional. at this point, I hate calling there to deal with him. Several time we asked for our address to be changed, associates have lied about can't contacting use, they call all the time just as they are closing and when you try to call back, no one picks up the phone. Yes he has help us however, he treats me like I am stupid on the phone and I don't appreciate it one bit. Make it simple and to the point. We get a letter saying our stuff is being auctioned but when I call he states it a potential to be auctioned. He send emails when I actually wrote him a letter requesting my address to be changed. I even called to make sure and gave it to them again and I was assured that it was. Well it had not been yet again. I had to go in and change it. yield, so all our mail we never received because it was going to the wrong address. I even talked with the manager of the address change, now a month later I found it wasn't changed. I sent a payment of $100 check when we were clearly our of town and [redacted] said he couldn't take it and he would send it back, well 1 1/2 months later I still jam yet to receive the check. that's when I know my address had not been changed when himself and another employee claims they changed it. also stated the phone number on file was not a correct one when again I knew it was. your own statement says with direct pay the late fees will be waived well I have this set up with bill pay, but ism still getting late fees tacked on. I made a $300 payment to stop my storage to to lien a DM now another lein fee of $50 and another one keeps getting tacked on for a Dec date? His attitude is unprofessional and unwanted. We are trying to bring our balance current but seem to get stuck with my fees and can't seem to get it done.Desired Settlement: 1.my check for $100 returned

2. Free month just cause ALL the hassle this store brings to its customer when my gut feeling told my spouse not to deal with uhaul again.

3.since I my self set up bill pay fees waived

4. $50 lien fee removed

5.[redacted] treat me with more respect and when he talks to me, know who he speaking with..a customer and a officer of the [redacted].

6. When your employees say they did something make sure it's done and stop lying to the customer.

Business

Response:

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Fort Worth Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office he was able to reach an amicable resolution and has written off the current charges, or $218, making their next payment due on November 15th.

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: An awful nightmare which is reoccurring over and over that I wouldn't wish happened to my worst enemy. On 11/29/14 traveling back home from Cypress, TX., my SUV broke down in Welsh, LA about 4:30 p.m. I called ###-###-#### to find your nearest location to rent a truck and a auto transport. The agent confirmed your Lake Charles site was the closest that had both equipment, but I couldn't pick them up until the next day because I used my credit card. Therefore we had to spend the night in Lake Charles. The next day to my surprise your Lake Charles location didn't have the auto transport unbelievable but it gets better. I asked for the next nearest site that had both equipment I could rent. While the agent was searching other locations inventory and confirming the make and model and engine size of my SUV I just trusted they would point me in the right direction. Groves, TX is where they sent us but that site only had the AT. Too much to handle, we rented the truck in Lake Charles arrived in Groves, TX and that sites AT wouldn't fix my SUV. Groves, TX sent us to Beaumont the whole time I kept explaining that your company was sending us further and further from our stranded vehicle. Beaumont UHaul after hearing of our wild goose chase did waived insurance on auto transport. To add insult to injury my credit card was charged an over mileage fee of $58.29 upon returning the equipement. Top that off with after filing a complaint a Mr. [redacted] the representative assigned to resolve my issues actually justified why I was sent to Lake Charles LA, to Groved, Tx, to Beaumont TX oh I left out the fact that Mr. [redacted] stated he didn't see a rental from Grove TX and therefore I wasn't sent there so I never went there. I loosing sleep over my horrible experience I had with this company had to file this complaint and I can't begin to explain the part that my 75 year old mother was going through because she was traveling with me. It's just too much! Please HELP. Thank youDesired Settlement: Refund for truck rental $240.00

Refund for auto transport $64.90

Refund for extra miles charged $58.29

Business

Response:

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

[redacted], our Executive Assistant for our Northern Louisiana Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience she experienced. They were also able to reach an amicable resolution. A refund for the extra mileage and the price of the auto-transport were issued in the amount of $123.19 back to her Visa account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International