J.R.J. Tara Corporation

Review: Rented a uhaul truck. Broke down 20 minutes later on the highway. Waited 3 hours and told they would have a new truck and they didnt.

Rented uhaul truck August 1 to move in [redacted]. Contract number [redacted]. Car broke down 20 minutes later on the highway. Different people at roadside assistance told me different things. I was told that they may be able to repair it roadside but when the guy finally arrived he said he only does tows. After waiting three hours I was told they would tow the truck to the west palm beach location since it was nearest and they would have another truck for me waiting. Finally after arriving at the west palm location there was no truck available for me. If I wanted a truck I would have to give them my card and pay additional fees. None of the employees were helpful. At this point I had my mother pick me up who had to drive over an hour away. My friends took off work to help me move had to waste their day. After getting home I called my credit card company to block payment to them as they did not provide the service promised. Today I checked and it appears I was credited the funds. However I do not know if it was my credit card company that returned the money because I disputed the charge or if it was uhaul. Either way not only did they not provide the service promised they did not show any professionalism, empathy or compensate me for my wasted time.Desired Settlement: I'm looking for an apology and an explanation as to why no one was willing to help me. Not the roadside assistance people, not the people in the uhaul office. I just want an explanation. Initially I wanted compensation for my wasted time but now I would accept the above.

Business

Response:

August 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed his concerns. He offered his apology for the problems he incurred with both the U-Haul truck and our employees involved and assured him this was not the normal way we wish to conduct business. [redacted] explained he was not charged for the rental and if there was anything else he could do to please call him back.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

Where do I even begin.

I specifically reserved the 17' truck a week in advance and I was sure everything is going to be ok.

On friday (the day before I'm supposed to go get the truck I'm getting an email stating that I need to pick it up in a different city and in a different time, I ordered the pickup from San Francisco at 7AM and they decided to change it without letting me know to 12:00PM in Concord which is about 40 miles from where I live! So I call U-Haul and they say well yeah we don't have the truck at that location what do you want me to do ?! I was shocked! what do you mean what do I want you to do?!!?!?! If you can't provide something that you said you will and took money for at least have the curtesy to let me know - I WOULD RENT IT SOMEWHERE ELSE!!!

So it's Friday after noon and I can't find any other company in that short notice so I call them again and I told her I'll have to go to that place today to pick it up. The lady on the phone promised me $50 refund and 70 miles free of charge for the burden. LIES LIES LIES - but we'll get to that in a minute.

On my way to Oakland (which is the place she found the truck at after I said I won't drive to Richmond) - when I arrive to the city the other representative from U-Haul calls me and says there's nobody at the "office" and that the staff went to get another truck from somewhere - and that she's sorry but U-Haul should've talked to them before telling me to rush over there on Friday after noon (when I had to leave work early).

This location is in the ghetto (around Oakland coliseum BART station) and the "office" is a trailer in that you have to go through a car wash!

220 AUTO DETAIL CENTER - I should have known better...

The office staff consists of two people, and when U-Haul told me to go to the office I had to wait for an hour and a half till the "staff" returns to the "office" as they went to pick up a truck from some lie. When the lady came back driving a U-Haul for her on private use she had groceries in the truck and I had to wait for them to clear it out.

Also, the blankets they provided we're covered in bird poop!

Furthermore, I got the truck with less than a quarter in the gas tank - how the hell do you do something like that?! I mean there has to be some standard !!!

When I returned the truck it had more gas than what I got it with and they said you can drive it around till it comes back to what it was when you got it (really? what kind of it says something like that?!?!?!)

I never got my $50 back and no 70 miles were added to my order - I was still charged the full amount of money!

This is the worst service I've ever gotten !

Review: I booked a truck rental by my home (in Ontario). Less than an hour before the rental time, I was contacted and told that my rental was moved to a location 25 minutes away. I went to the location and rented the truck. The truck was not inspected before we left. Upon arriving to the location where I was to use the truck, the back door of the truck was jammed. I could not load anything into the truck.

I drove back to the location where I picked up the truck. They were closed. I called to file the complaint and was told that I would be given a discounted rate for the rental (even though I could not use the truck at all).

I have spoken to regional head office. Several representatives have hung up the phone. A manager from the regional head office agreed to refund my truck rental and my gas receipts for the drives. She has not followed through and does not respond to my emails. Many representatives have said they would follow up with this - none do.

I have been told my U-Haul representatives that the manager of the location where the rental was made has the final say on whether or not a refund can/will be generated.

Almost 10 months have passed and still no resolution.Desired Settlement: I am now requesting a full refund, gas compensation and compensation for all of the stress this issue has caused me.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and informed him that a refund for $50 was issued for his extra fuel along with an additional refund for the full rental fee of $136.20. The refunds were issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

As we value Mr. [redacted] as a customer, we also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. We hope he will allow U-Haul to redeem itself in the future.

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.

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 Rented a Uhaul truck and car trailer from a location in [redacted] to be driven to [redacted]. After 20 minutes in the truck, the engine light went on. Additionally, we realized that the trailer break lights didn't work. We called the pick up location, and they told us that they no longer had responsibility for the truck or trailer, and we could call roadside service. We waited for over 1.5 hours for assistance, which never showed up. This was after we went to several different locations that they told us to go to where there were no uhaul garages. We finally found a uhaul location on our own. An employee at this location simply shut off the engine light, never checked the truck. We continued to Wichita with no tail lights and the engine light on again. Clearly there was something wrong with the truck. We had to stop every hour to fill up the truck and let it cool down. This added several hours to our trip. When we turned the truck in, the Uhaul attendant told us the truck we had was too small for the trailer we were pulling, that's why we had to fill up so often, and why the truck kept overheating. The only resolution we had after speaking with a number of different representatives from the company - including the marketing manager - was a $50 credit for the furniture blankets that we didn't receive. That is the least of our issues.Desired Settlement: I am hoping to be compensated for the problems this situation caused. We added several hours to our trip, not to mention the inconvenience of having the truck alert us throughout the trip that something was clearly wrong. we were anxious the entire trip that we would break down. We were finally insulted with the comment "if you had broken down, we could have done more"

Business

Response:

August 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He explained after reviewing the contract, Ms. [redacted] took the truck to a corporate location to have the engine code read. Our representative checked and erased the code after it was determined this was not a code that would present any safety issue on the equipment. Mr. [redacted] went on to explain that the equipment in question has had no necessary repairs since this rental. A refund for the $50 Reservation Guarantee Fee was issued due to the furniture pads not being available at the pick up location. The refund was issued back to Ms. [redacted] 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

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 vehicle was not checked, the error code was simply erased. There was no resolution for the fact that the brake lights didn't work on the trailer Also, This malfunction made it very difficult to know when the truck with the trailer was stopping. I was following my husband who was driving the truck and we almost collided on several occasions because of this situation. It presented very hazardous conditions. Once on the road the "check Engine " light appeared and displayed the rest of the trip. We were already late because of the delays this caused and simply could not get enough attention to get this situation fixed. We did call roadside assistance again. They stated there was nothing they could do. We did not feel safe. We expected to have operational equipment and we paid a significant amount of money for their service. When we returned the equipment at our destination, we were told that in addition to all of the complications, the truck was not the right size for the trailer and could have potentially caused even more complications. The $50 refund for the blankets was an insult. That was the least of our worries. The equipment we rented did not meet our expectations, and was not safe.This situation needs to be reviewed by UHaul.

Regards,

Review: Bought uhaul boxes that are stamped 100% guaranteed buy back with receipt. This business Spragues L and L Thriftrefused to honor the guarantee. I was told I needed to return the boxes to the Redding Store, which is 40 minutes away.They are advertising on the boxes this is guaranteed and it is not there at this store.

Product_Or_Service: uhaul boxesDesired Settlement: DesiredSettlementID: Refund

I want my money back for the boxes that should be returned in full.

Business

Response:

May 1, 2013

Revdex.com ID# [redacted]

U-Haul Ref# 382689

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

Ms. Christina Van Den Dungen Bille, our Executive Assistant for the U-Haul Company of Northwest CA, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and explained that our independent dealers are not obligated to honor the 100% box buy back policy, however, her office will refund her for the unused boxes.

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:

[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 9522389, 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. Uhaul needs to remove the 100% guaranteeing buy back policy from its boxes because your representatives are not telling customers the facts. It is false advertising and I felt victimized by the company representing uhaul.

Regards,

Review: Called uhaul regarding an issue of being charged for an extra day. In talking to [redacted] who claimed to be a supervisor for uhaul he was very rude to me and was making unprofessional comments to me. When I asked to speak to his supervisor I was told that he was the supervisor and I was talking to him and he wasn't going to do anything for me. When I repeated my request he then said there was no one available at hat moment. So I asked for a phone number or to be placed into that person's voice mail to leave a message. [redacted] said he was transferring me but hung up on me. I've worked in call centers for years and know that I was hung up on as opposed to the call being dropped. Also he made no attempt to try to call me back. When I finally got back to the Sacramento regional office I was on the Phone with [redacted]. Who at the outset of the conversation was rude and unprofessional, no phone etiquette whatsoever and also she had no listening skills . she continually talked over me. And did not even wait for me to finish a thought before she was talking over me. She also referred me back to the renting location and I told her the he had referred me to call uhaul for the refund she told me that it was because the location wasn't going to give me a refund an neither was she. When I asked her to at least listen to me she told me I was critical and judging her. I also had told her that [redacted] hung up on me. She says no the call dropped. I said how can you be so sure. She said oh his desk is right next to mine. I said but you were not standing over his shoulder at the time were you I said because if he was transferring me to you he claimed that you weren't available at the time I was hung up on.Desired Settlement: In addition to a refund because I feel like my issue was not heard by either [redacted] or [redacted], I would like a hand written apology from both of them for their rude and unprofessional behavior. I also think there should be some remediation done as far as customer service skills. When people have a legitimate complaint or even if you feel that it's not legitimate it should at least be heard before being toyed with on the phone for their amusement.

Business

Response:

January 4, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Ms. [redacted] provided. She informed our office she was sending Ms. [redacted] an email offering her apology and sending her a copy of the credit for the refund for the extra day she issued. The $50 credit 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

Review: There is calculation error in my contract bill for the liters of fuel used. There is no adequate correspondence between driven KM and used fuel in L.

I rented 14 feet DC 4509K truck under U-Haul equipment rental contract #[redacted] on November 30th 2012. I was charged for 23.7 miles (42 KM)driven. At the same time I was charged for the fuel usage in the amount of 1/8 (19 liters) of the 151 liter fuel tank. On December 4th 2012 I spoke to Manager of Operations of All Canadian Self Storage Mr.[redacted] and was told to call U-Haul ###-###-#### to resolve this issue. Same day I called U-Haul and was told that average fuel consumption is 1 liter per 4 KM. This means that I was charged incorrectly. In addition to that I would like to mention that the fuel gauge was showing exactly 1/2 of the fuel tank capacity, exactly the same amount as it was when I rented this truck. I was not given any refund proposition in the relationship of the wrongly calculated fuel charges from U-Haul during my phone conversation with U-Haul employee or Manager of Operations of All Canadian Self Storage.Desired Settlement: I would like to get refund for the wrongly calculated fuel charges.

Business

Response:

January 3, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central ON, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced and advised him of a refund for the fuel charge in the amount of $69.88. The refund was issued back to Mr. [redacted]’s credit card and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My three UBox pods were picked up in Fort Worth,TX on 6/23 and transported to UHaul Indio for storage until I bought my new home in CA. The fees were $89.95 per pod per month for the rental, with the first month free. This was not just quoted, but printed in ads on display pods. Rental started from the time your pod was picked up (6/23) until the pod was retrieved at the storage unit (8/20, in my case). UHaul Indio called me when the pods arrived from TX and I reaffirmed I was not ready to receive them but would opt for the storage arrangement. Approximately two weeks before my move into my new CA home I called UHaul Indio to indicate I would be taking the pods out and they gave me the name of the movers they used. At that time, and again a few days before the move I confirmed my final, total charges for storage at $327.45. The moving company were paid separately, except for $16.14 per hitch for their trucks, which they rented through UHaul. That was also charged to my account. But then the next day, 8/21 I noticed UHaul Indio had also charged my account $73.13, and the next day, 8/22 they charged my account yet again $161.89. I was fearful this would continue everyday until I ran out of money. Repeated calls to them went unanswered, with someone taking down my name and saying "someone" would call to tell me what those extra charges were for. Over the course of the next two weeks and many calls with three to Customer Service just today, it appears they changed the dates so I was now being charged from 6/20 to 8/20, therefore allowing them to charge me for an extra month, even though the dates are false. So they charged my account by fudging numbers, not calling me to discuss this "new situation", but just randomly charging my account without authorization nor explanation. They are thieves and dishonest. I never leave anything to chance, which is why I called TWICE to confirm final totals and never was this confusion with dates mentioned. I was told I had until 8/23, I moved 8/20. Desired Settlement: I want my money refunded.

Business

Response:

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

[redacted], our Executive Assistant for our Riverside Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for the overcharge of the extra month rent in the amount of $229.65. The rental charges for each box per month were $89.95 plus $12 protection for a monthly total of $101.95 for two months rent = $209.90 plus tax, plus shipping and delivery fees for a complete total of $3,332.95. The refund for $229.65 should post on Ms. [redacted]’s next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 placed an order online with U-haul for a trailer and hitch and was informed they would install the hitch there on site from a call with U-haul customer service. I then called the site where they would install and was informed they don't have the parts nor do they install temporary hitches. They told me I had to go to a U-haul store not a store that has U-haul parts or trailers or trucks. So I asked if I could change my order and was disconnected. I then went online and changed my order to pick up trailer at a U-Haul store. Then I called back to confirm the change at which time they told me the hitches were in stock at the new location I was to pick the trailer from and they can install the temporary hitch there and I would be refunded the cost of shipping as the hitch parts would no longer be shipped to me (still this is just a few hours after I placed the original order online). The customer service rep said he would transfer the matter to another department to issue refund. They never called me back. Subsequently I was called the day before my rental from the Uhaul location I was to pick up trailer at and get temporary hitch installed. And they told me there was no work order for temporary hitch and it would cost hundreds for them to install. I then find out that the hitch order wasn't cancelled and was in fact shipped! I can't haul a trailer without a temporary hitch so I called and cancelled my order and was told I would be refunded both the shipping costs of the temporary hitch and the rental of the parts themselves. It took another 5-6 calls and email to get the parts refunded but they refuse to refund shipping costs for the hitch that they shipped to me despite cancellation of order. They said they wanted to give me a gift card, but I never want to use Uhaul again after the customer service zoo they put me through.Desired Settlement: full refund, apology, an improvement in their customer services call center (stop disconnecting, follow-thru on what they say they will do), communication between their HQ and their satellite stores, so when HQ says the store can do something they actually can

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the information [redacted]provided. She informed out office she spoke to [redacted]and advised her of a refund for the shipping fee in the amount of $7.21. The refund was issued back to her [redacted] account ending in [redacted] 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: I rented a storage unit from Uhaul, itself a reputable company. The local franchise, [redacted] owner, never sent a bill for payment, which I was waiting for to make the payment, and then proceeded to charge me a late fee. I believe it is their nefarious practice to do this. When they sent me the late notice I of course paid the bill.Desired Settlement: 1) All late fees refunded2) Mr [redacted] and his franchise clearly marked and labeled for the thieves they are so that other people do suffer the same damages3) Removal of Mr [redacted] from the franchise and business community

Business

Response:

April 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for late fees will be refunded. She will also ensure his email is up to date as a reminder for storage payments are sent by email. In order to keep storage rental costs down, U-Haul does not send a monthly bill. If our customer requests a statement be mailed to them every month, there is an extra monthly 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: I had a hitch installed 2 months ago (uhaul product and installation). I had a mandatory pickup in PA today for decking material. I was told by the rep at Uhaul that the person installing the hitch/wiring harness , broke the wiring kit and that they would have to order a new one that would arrive in 3 days. The materials I was picking up had to be picked up today and will now cost me over 500$ for a new day to be scheduled/holding fees etc. Uhaul was unwilling to rent me a truck for the same price I was going to be paying for the trailer. This company is disgusting.Desired Settlement: I would like to have a uhaul truck free of charge for a day due to the problems this has caused and the amount of money this will incur.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul at [redacted] ordered the part for Mr. [redacted] and it should be in on May 31st. Ms. [redacted] relayed that Mr. [redacted] was advised when he was at our U-Haul Center that the part was faulty and we would have it replaced at no additional cost. Our GM went inside to order the part and provide an ETA for Mr. [redacted], however, Mr. [redacted] had already left the lot without requested a truck at a discount. Ms. [redacted] stated our GM would have been happy to work with Mr. [redacted]. Our GM left a message for Mr. [redacted] explaining he ordered the part and would be back in touch with him once it arrived. Our GM has not heard from Mr. [redacted]. Mr. [redacted] emailed Ms. [redacted] requesting a free truck and threatening legal steps. Ms. [redacted] offered her apology and relayed that she had spoken to our GM and confirmed the part was on order and hopefully would be arriving on May 31st.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This company never attempted to call me ....had they done this much of my displeasure would have disappeared....there never was a voicemail left. When my wife called them the first representative stated he was transferring us to the person who could give us a truck that day, in fact he offered it....the person he transferred us to was a complete jerk and offered to give us nothing .....all he stated was he was doing all he could by getting out new part in 3 days and at no cost...well 1) the hitch and all the parts have a lifetime warranty so it was going to be free regardless and 2) it is now over a week and they still don't have the part. This is infuriating and I do not accept their response in any way. They have still done nothing for us but cause an exceptional amount of aggravation and money. ..Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. She assured our office our GM of our U-Haul Center has attempted to reach Mr. [redacted] on 3 separate occasions and she has corresponded with Mr. [redacted] by email several times. Ms. [redacted] advised us our GM left another message for Mr. [redacted] explaining he can return to our Center to have the hitch wiring repaired. Mr. [redacted] confirmed he did receive the $50 VIP Certificate Ms. [redacted] had issued him to help offset the inconvenience he experienced.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I swear or affirm that the information and/or testimony stated and/ or will state is true and correct to the best of my knowledge and belief.

Advertised U-Haul rental equipment for $19.95 per day 24 hours.

I decided it was a great honest straight forward deal, and moved forward booking over the phone.

Upon arrival I was rushed through the rental process, providing ID, credit card, confirmed 19.95 daily rental; as did the customer service agent over the phone earlier.

Under duress, rushing "Sign here" method best describes their dishonest practices as a get customer in get out.

Upon the return of equipment the agreed charges as stated on the receipt are $39.98

No other charges were expressed, made known, verbalized, agreed to.

No document was given to me that clearly stated and outlined Additional fees and charges.

An unauthorized, alarming illegal increases fule charge of $5.00 per gallon was applied to my bill. Fule price for that day was $3.43.

Any and all Gas stations will be penalized to the fullest extent of the law should they conduct such a criminal act of over pricing full. U-haul should be penalized under the same LAW.

Under penalty of perjury, I swear that the above information is, to the best of my knowledge and belief, true correct and complete.

Online Document Signature of Authorization

[redacted]Desired Settlement: Full return of $88.85 unauthorized charges

Business

Response:

December 13, 2012

Thank you for your

concern for our customer [redacted].

According to the file we

have set up for [redacted] since December 3rd, his

concerns were previously addressed. More recently, Mr. [redacted],

our President for the U-Haul Company of San Fernando Valley, reviewed

the information [redacted] provided. He advised our office he

contacted [redacted] but [redacted] stated he would not speak

to him on the phone, that he wanted to be contacted via letters only.

Mr. [redacted] asked if he could email him to expedite the response but

was hung up on. Mr. [redacted] will be sending [redacted] an email to

ask specifically why he feels he is due a refund for $88.85.

According to the rental

contract, the charges are as follows:

10-Foot Truck $39.90

62 miles x .79 a

mile $48.98

Environmental Fee $

2.00

Fuel Fill-Up Service

Fee $30.00

Fuel Fill-Up Fee Refund

-$30.00

Fuel Sales $30.00

Tax $ 7.95

Total

$128.83

Credit Card

Payment $39.98

Credit Card

Payment $88.85

Net Paid

$128.83

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: After completing an online reservation (#[redacted]), my agreed pick-up location was changed. This change in pick up location prevented me from arriving in time. After having to make 4 phone calls and having to speak with 8 representatives, I learned that the original requested pick up location was changed so that my requested trailer could be saved for a potential "one-way" rental. Upon this discovery, it was agreed that I could rent it. However, the delay caused by my having to make so many calls prohibited my arrival to the preferred location. The end result was that I had to rearrange my schedule to pick up a trailer at a third location and pay double for the same rental. If U-HAUL had simply kept its promise given in my original reservation, then I would have not had to spend one hour to correct the problem, and an additional $30 rental fee. One of the representatives that I spoke to advised me that there was no person that I could file a formal complaint with (no manager, supervisor, etc). It seems that U-Haul is taking commitment reservations from customers, yet determining "behind closed doors" what reservations it wants to accept.Desired Settlement: I feel that U-Haul should return my monies for failure to meet it original commitment, which caused much difficulty.

Business

Response:

June 6, 2013

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

[redacted], our Executive Assistant for the U-Haul Company of Louisville, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and was able to reach an amicable resolution. A refund in the amount of $44.60 was issued back to his Master Card 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,

Executive Assistant

U-Haul International

Review: On October 26th, 2012 I helped a co-worker move items that required the rental of a U-Haul cube van. I agreed to drive the truck and apparently allowed my drivers licence and perhaps my signature to be included on the contract as a driver of the truck. I was not aware that I was accepting liability in any way for the contract except that I was agreeing to drive the truck responsibly and safely which I did. my co-worker then dropped me off and according to him, returned the truck on time. He claims the balance was paid in full and thus the contract was closed. A few months later he said he rented another truck and had a dispute with U-Haul over the final unpaid balance of approximately $45.00. Now, nearly a year later, I tried to rent a truck from U-Haul and was surprised as a first time client to be denied services as I was on their `e-alert, parked contract' list. I was never once contacted by U-Haul to inform me that I was being implicated in my co-worker's debt, nor did he ever mention the dispute the few times I saw him. If he is properly informed and truthful, then I believe my involvement with his activities should have ended with the closing of the contract of Oct 26th 2012. Is U-Haul implicating me in a later contract than the one I apparently endorsed? I do not know what I involved myself with by helping this man as I only knew him through work, and of course, I never read the contract terms.

I have tried to obtain a copy of the contract but I cannot without agreeing that I am in fact the lessee, which I do not believe I am, and paying a ten dollar fee, adding insult to injury. Could you retrieve this information so that I may proceed to resolve this issue?Desired Settlement: Ideally, I would like to have my name removed from any involvement with this dispute as I have requested. The amount owing is less than sixty dollars. the day after I was refused service at U-Haul I rented from their competitor for approximately $200.00. I will continue to urge my co-worker to pay the balance, but it could very well be that he may not, thus forcing me to pay it or accept the consequences. How much business sense does it make to hold me liable for this Debt? We both work for the City of [redacted] where as a whole, we are our own consumer watchdog group, consisting of thousands.

Business

Response:

October 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We have since removed Mr. [redacted]s driver’s license information from the E-Alert file, which will allow Mr. [redacted]to rent from U-Haul.

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 installed a hitch on my car and in the process dented the back end of the car and tore the weather seal. I did also have to return to have the wiring harness fixed because it did not work. The staff at the store was helpful and when I picked up the car (the first time) they filed an insurance claim incident report number 37316. I was supposed to receive a call within 24 hrs. that did not happen so I went to get an estimate for the repair while the dent was still new so it was obvious that U-haul did the damage. I did track down the person that is supposed to be handling the claim and have not heard back. Wendy Wynne ###-###-#### Ext [redacted] Claim # ###-###-####. [email protected]

Product_Or_Service: hitch and wiring harness install

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

pay for the estimated repairs on my car

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Ms. [redacted].

Please be assured we are

currently working with Ms. [redacted] to determine if U-Haul is

responsible for the damages. As soon as the investigation is

completed, Ms. [redacted] will be contacted with the outcome.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: On September 21, 2013 I rented a U-Hual moving truck for two (2) days. When I returned the truck on September 22, 2013 the total charges came t $165.26. At that time, I paid for the fees via my Visa debt card. When I came in toe return the truck the customer services rep. stated my truck had already been returned in Wilmington, Delaware. I have not been nor had a rented the truck in DE. The customer services rep advised they would fix the issue and everything would be fine. The following week my credit card was then charged another $170. At that time, both charges had hit my account in a total amount of $335.82. The next day, September 26, 2013, my account was then credited $170.56. Since September 27, 2013 Ive received numerous emails from the U-Haul Credit Department stating I owed $195.26, the original $165.26 plus a $30 late fee. I've called the credit department and the actual U0Hual location to resolve this issue. On Friday, October 4, 2013, I received a email notification my credit was charged the $195.26. At that time, I spoke to the credit department and was tranfered to their reservation department. My checking account is current in a negative status and accruing charges.Desired Settlement: I'm not sure what typeof settlement I can request since I have not done this before. Since these charges has caused my current bills to be late Im not sure what my rights are at this time! I want my funds refunded ASAP!

Business

Response:

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s rental charges were put on a Promissory Note and he paid the balance at our U-Haul Center. For unknown reasons, the information was not transmitted to our Collections Department and Mr. [redacted]’s credit card was charged on October 3rd. Our Center GM called Collections and a refund was then issued on October 8th. Our GM left a message for Mr. [redacted] offering his apology and advising him of the refund.

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 U-Haul Truck on 19th of June to move from Pennsylvania to Massachusetts. Actual moving date was next day. We used my father's credit card to pay at Norristown, PA- U haul center. I rented 26' truck and auto transport and 1 set of pads. When we swiped credit card, they said they wouldn't charge us until we drop off the truck but they charged it and this was their first lie. On the way home(on 19th), engine died a few time at the stop light and I called U haul about it but they did not have another 26' truck but then when they finally found the truck to replace, we could not switch because the movers already loading the truck. Norristown U haul center was very passive about the truck condition that they did not stop me from driving to Massachusetts so we went. After we had arrived to Boston area, detached auto transport from Roxbury, Ma U haul center. And truck broke down less than a mile away. I blocked cross section due to engine kept dying on me and transmission was broken so when I put gear in park and emergency break is on, truck kept moving down the road. Somehow I managed to park the truck and I called roadside assistant and we had to wait 40 minutes with truck. after another hour or so, truck was towed to my new house, but then they could not place the truck where the back of the truck is right next to door step because truck could not move itself. Because the truck was far away from house, resulted an hour and half more time to unload the truck.(this cost me $60 plus tip to moving helpers). On the 20th of June, we spent 12 hours exactly to resolve the truck-broken-down-and-we-still-need-to-unload-truck situation and I felt we need some kind of compensation and I started calling roadside assistance and customer services.. more than 10 agents in U-Haul I spoken with, no one would help me to get some money back.(not even a portion)I spent more than 500minutes of my time on the phone with U haul, nobody would take it seriously because they already charged us $529.70Desired Settlement: Because of that defected equipment, I was stressed and had headaches all day and until next day of that incident I even had to take pills to subside the pain. I still dream about i'm driving a car with broken break.I want to get full amount($529.70) refunded plus $60 I additionally paid to moving helper.Please help!!!, Thanks

Business

Response:

July 6, 2012

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

Mr. [redacted], our GM or our U-Haul Moving and Storage of Norristown, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $300.00 as an adjustment on his rental. The refund was issued back to Mr. [redacted]'s Visa 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,

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.

U-Haul center at PA called me and told me since the truck broke down, I could get the truck reembersement which is not $300.

if U-Haul cannot refund all of the money due to other services I did use it, fine. I will correct the amount exactly. truck rental is exactly $318(tax not included). Plus, I paid an additional hour labor fees to movers due to truck broken down and could not park next to house which took more time to unload, I am asking for that $ 60.

So, total of $318(plus tax $25.44) and $60 for additional hour fee are needed to be paid from U-Haul, excluding insurance and autotransport rental fees. Since U-Haul is refunding $300, I'm demanding additional amount of $103.44

Copy of all receipts are attacked.

Regards,

Business

Response:

August 26, 2012

Review: I rented a uhaul van from the HI Tech Mobil Uhaul center located on [redacted] Highway in Bowie, MD on August 3rd, 2013 from 9am to 2pm. At the beginning of our trip the van was logged at 5040 miles on the mileage counter. We took the van to the local [redacted] (3.2 miles from the uhaul center) to make a purchase, back to my home (2 miles) and then after loading the van drove it to my apartment in Hyattsville, MD (35 miles roundtrip), upon returning, the driver took a wrong turn and added an additional 5 miles to the mileage counter. When we returned the vehicle at 2pm, the mileage counter on the van stated that we had added 148 miles to the van. I was charged $95 for a "day rental" and then an additional 73 miles making my total mileage an impossible 148 miles. I have spoken with the associate at the rental station and he said there's nothing they can do because they go by what's on the odometer. I know this is wrong, because there is no way I could have driven over 100 miles, unloaded all my belongings and returned with the vehicle by 2pm. I would like an investigation of this because I know something was not entered or reported correctly and I want to be charged for the actual miles I drove in the uhaul van, which should be between $60-$70, not $123.59.Desired Settlement: I want to be refunded the $123.59 charged to my account and then I will pay for the correct miles I put on the vehicle.

Business

Response:

August 13, 2013

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

[redacted] the Executive Assistant in our Hyattsville, MD Regional Office spoke to Ms. [redacted] today. Mr. [redacted] is refunding $85.36 to Ms. [redacted]'s Visa Card and the credit should appear on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-haul International.

Review: UHAUL COMPLAINT:

To whom this may concern,

Let me start off by saying I am not complaining about Uhaul Company as a whole because the 2 stores that I rent trucks from daily have been nothing but professional to me and everyone at our business including my customers and both locations that I rent from go out of their way to make sure they have equipment for us to rent if we need it. As I was told by both store managers, we are one of their better customers considering we rent almost on a daily basis for both local and long distance and we literally spend $1000’s each month between both stores renting equipment that we need to run our business. I’ve been in business for 10 years for myself and I preach to my guys how important it is for them to be professional and do a good job so that our customer spends their money with us when they decide to move(we are a moving company)again. That’s every company’s goal right? Well I thought that was the case until I met [redacted] (marketing president of our area Uhaul) over the phone about 3 months ago.

So as I stated, I rent almost on a daily basis with Uhaul. I always pay what’s owed on any rentals we have no matter what the cost. I was at Uhaul in Springdale, Arkansas one day (over 3 months ago) picking up a truck for a one way rental. All of the workers at that location know me considering I am there so often picking up equipment. As anyone would have done, I told the workers how much money our business had been spending with them every week and I asked them if there were any discounts that Uhaul offered for repeat customers. They told me Uhaul didn’t offer any discounts but that since we rented the truck on a daily basis Uhaul could rent me the truck on a weekly basis(every 6 days) and that the miles charge rate would then go down to .40 a mile after miles allowed with rental. I agreed that we could save some money on the miles so I rented the truck as Uhaul suggested. As I stated, it was explained to me that it was a different way to rent the truck that would make the mileage rate lower after miles allowed. Not discounted (everyone pays that rate on one ways). I paid full price for the rental. I rented the truck for 5 weeks and paying full price each week for the truck (remember this statement).

After 5 weeks I get a call from the Uhaul center that I rented the truck from telling me to return the truck to the store. I asked the person on the phone for an explanation and they tell me I have to speak to the store about it so I fuel the truck back to where it’s suppose to be and return the truck back to the store. When I get to the store they check the truck back in and tells me I have to call someone named [redacted] (didn’t know who this was at this time). I called the number they gave me for [redacted] and a guy answered. I explained to him who I was and asked why I had to return the truck. He ([redacted]) proceeded to tell me that I was getting rates that were “too good” and that I needed to pay what everyone else was paying to rent at Uhaul. I explained to him that I didn’t know I wasn’t paying what everyone else was paying and that I wasn’t the average (rent twice a year) customer. He ([redacted]) stated that he had told the manager ([redacted]) to return the truck from me and for me to pay regular rates. I felt that this [redacted] was rude in the way he came across as if I had stolen the truck or if I had held the store at gunpoint to get whatever discount he said I wasn’t suppose to be getting but I didn’t voice my opinion about how unprofessional and rude he was at that time. I paid the rental contract and went on about my way.

3 months have gone by now and I’ve spent another over $8000(check all rentals with my drivers license) with Uhaul and have rented probably 30 or more trucks with no issues until now. I called to reserve a one way on Sunday January 4th, 2015. We were in the middle of using the rental truck and the truck lost power and wouldn’t go over 5 miles per hour. I looked down and the truck engine was still running but the oil pressure level was down under 0 so we pulled over and parked on a side road (the responsible thing to do). I immediately called the Uhaul where we rented the truck from and spoke to [redacted]. [redacted] instructed me to call the Uhaul breakdown hotline so I did. Called Uhaul hotline and they told me not to move the truck and that they would send a tow truck to tow it. They gave me a reference number of [redacted] and told me to call ###-###-#### if no one was there within 45 to 60 minutes. We sat there for 2 hours waiting on the tow truck to pull up and no one ever showed so I called the Hotline back and the lady on the other line called to see what the holdup was and was told they (nwa towing) were still about half an hour away. I explained to her that I had to get my daughter by 3 from school and that we had customers waiting on us. She (Uhaul) instructed me to leave the key on the seat and go ahead and leave.

I called the next day as instructed to make sure that Uhaul got the truck and see what they would do about it breaking down on us in the middle of us using it. I spoke to a rep named [redacted] at the store where I rented the truck and he said he would have to call around to see what they could do. [redacted] called me back 2 hours later and said I would have to speak to [redacted]. I asked [redacted] who he was as I didn’t remember him from 3 months ago. [redacted] said he is the big boss and you’ll have to talk to him so I asked [redacted] why would I have to speak to the big boss on a broken down truck and [redacted] said that was what I was told to tell you. I went ahead and called this [redacted] again and immediatley he went on about how Uhaul didn’t find anything wrong with the truck and there was nothing that Uhaul would do. He was short and rude. He then begin talking about the truck rental from the above story asking if I had gotten any more discounts and telling me that Uhaul didn’t offer corporate rates and that if I needed a discount to go over to [redacted] and or [redacted]. I was surprised that he would even mention a past rental and showed no interest in the broken down truck that they had me call him about. When he was done being rude and insinuating that we were lying about the broken down Uhaul, I begin to explain to him how unprofessional I thought he was and how I didn’t appreciate how he insinuated that we lied about the truck to get a discount and how I was a business owner myself and how I would not be able to speak to my customers the way he spoke to me and that if I had customers spending a lot with our business I would reward them(as most businesses do) with some type of discount(if they ask) to keep their business and not accuse them of being thieves. He ([redacted]) continued to display his customer service skills by asking “are you done?” I told him sure and he hung up.

I jumped on the phone with Uhaul to complain about how he spoke to me. At this point I did not care about any discount. I wanted this [redacted] to apologize to me for treating me as if I had stolen from Uhaul (very offensive). I called an 800 number and it connected me to Uhaul in Tulsa. I explained to them that I wanted to file a complaint and the lady on the other line tells me that her boss is [redacted] and he is the president of this entire area over Uhaul and that no one is above him and that’s theres really noone to complain too about him because of his position. I asked her who I would speak to too file a complaint and she tells me you can speak to his assistant who is a VP to file (waste of time). She connects me to the VP and I begin to explain to the VP about everything and he tells me” I wouldn’t put it past you”. Remind you, I have never met either of these guys. Not [redacted] and or his VP and I have this VP saying to me on the phone that”I wouldn’t put it past you”. He (the VP) even repeated himself to me after I said “excuse me”. I ask him for his name and told him that I would call someone else. After some [redacted] I found a number for the corporate office in Phoenix, AZ. I called and got a customer service lady who I explained the breakdown and dealings with [redacted] and his VP. She said she would have the truck rechecked and forward my complaint to the corporate office.

That was 3 days ago when all of this happened. I went this morning to pick up a Uhaul truck at the location I rent from every other day and was told my driver’s license came up on Uhauls e alert system and that they couldn’t rent me the truck. I called e alert to find out why, as I don’t owe uhaul any money. I was told the Uhaul in Springdale Arkansas ([redacted]) alerted me for an outstanding balance and that I had to speak with someone at that store about the alert to get it taken off. I explained to the Uhaul rep that the $14.00 she said I owed was paid; I had the receipt in my hand showing where I paid it. The rep said I had to go to the store to speak to the manager about the alert because the manager ([redacted]) is who put the alert on my license. The rep also stated that the alert said Uhaul didn’t want to do anymore business with me because I call in broken trucks too much (remember this statement). I got in my car and drove to the Uhaul store (30 miles away/ 60 miles round trip for me). When I got there I asked the store manager about the alert Uhaul Customer service said he ([redacted]) put on my drivers license. [redacted] denied putting it on there and said his boss ([redacted]) put the alert on there.

I explained to [redacted] that Uhaul’s Call Center said that he ([redacted]) had e alerted me for calling in broken trucks to much and that he ([redacted]) didn’t wanna do business with me anymore because of that. [redacted] (Store Manager) paused and looked at me with a, “that’s bt” look on his face as if he didn’t even know what I was talking about. [redacted] also said that [redacted] put the alert on and stated that he can put whatever excuse he wants to put under someones drivers license to keep them from renting. I told [redacted] about how rude and offensive his boss was to me on the phone and instead of an apology I get e- alerted with a fake reason to not rent to me. [redacted] says I would never put you on there for no reason but he’s ([redacted]) my boss and my hands are tied if I wanna keep my job. This is my experience with Uhaul in the last 3 months. The thanks I get for all the money I spend there (literaly 1000’s every month). Refering all of my customers to Uhaul for storage and rental needs. Im treated like a thief, liar, and disrespected. Both store managers that we rent from know and love our business as I would if I had a customer spending that much money on my business.I do not care about any reinbursements, discounts or any coupons from Uhaul but I do want this [redacted] to first, take me off of e alert and second, call me and apologize for his actions and mean it. I would ask to have his VP to apologize too but that’s probably asking too much.

Im not sure why this guy ([redacted]) has it out for me because I have always paid Uhaul whatever the bill was. Seems that he took it personally that I voiced my opinion about his customer service skills but I didn’t appriciate him suggesting that I somehow held The Uhaul Center in Springdale Arkansas at gunpoint for discounts and or I am petty enough to pull over on the side of the road with a Uhaul truck and wait for over 2 hours for a tow truck to receive some type of discount. Insulting. I wouldnt think a man in his ([redacted]) position (MARKETING PRESIDENT OF UHAUL)would stoop to the level of e alerting(fake reason) customers just because they disagree with how he handles a situation. If you have any questions as to how much I spend at Uhaul or about my integrity you can call [redacted] (Store Manager) directly at the Twin City Springdale Arkansas Uhaul Center and he will vouch for me or you can call Stop and Go in Rogers Arkansas and ask any of the family that runs that Uhaul there who their best customer is. Their opinions of me will be based on facts (returning trucks clean/other equipment, with proper fuel, no damages, paying any overages, renting very often) and not after a heated conversation with me. I’ll await your reply.

PS: I DO NOT and HAVE NOT called in broken down trucks in years and would not unless I feel it is necessary and for no other reason. You guys can verify that too o

I have proof of everything I said above and supporting documents if needed.Desired Settlement: I do not care about any reinbursements, discounts or any coupons from Uhaul but I do want this [redacted] to first, take me off of e alert and second, call me and apologize for his actions and mean it. I would ask to have his VP to apologize too but that’s probably asking too much.

Business

Response:

January 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that approximately three months ago he spoke to Mr. [redacted] and explained that although we appreciate his business, the additional free mileage he was given on past rentals would not longer be offered on any future rentals. Mr. [redacted] continued to request discount options and Mr. [redacted] replied that he was welcome to contact our Corporate Moves Department to see if they offered commercial type rates that would help him. On a local level, however, Mr. [redacted] went on to relay that the additional miles at no charge would discontinue. He also apologized for any inconvenience. More recently, on January 6th, Mr. [redacted] contacted Mr. [redacted] to discuss his rental regarding a truck he rented that he states had lost power and smelled like antifreeze. Mr. [redacted] apologized and stated he was not aware of the specific circumstances surrounding his rental but he would make some calls to research the issue. Mr. [redacted] spoke to our Repair Dispatch Manager and was told a wrecker company had picked up the truck in question and it was inspected by a mechanic. The report came back that there was nothing found mechanically wrong with the U-Haul truck. Mr. [redacted] relayed this information to Mr. [redacted]. Before he could finish with his explanation Mr. [redacted] became agitated and asked Mr. [redacted] if he was accusing him of making the story up so he didn’t have to pay the bill. Mr. [redacted] replied that he was not saying that and asked if he needed another truck to finish the move. Mr. [redacted] said he did not but that he wanted some type of compensation. During the same conversation Mr. [redacted] brought up their previous conversation about contacting Corporate Moves. Since we were not able to accommodate him, Mr. [redacted] advised him that he believed [redacted] and [redacted] have commercial rates that might work for him. Mr. [redacted] told Mr. [redacted] he needed to allow him to talk, therefore, Mr. [redacted] only listened to him state how he spends thousands of dollars with U-Haul and how he felt he was being disrespected because we would not give him his money back on this rental. After Mr. [redacted] was done, Mr. [redacted] asked if he was finished and ended the conversation. Please be advised a refund will not be issued.

As far as the E-Alert file, Mr. [redacted] advised our office that it appears the balance of the rental was paid and Mr. [redacted] has been removed from E-Alert. He also mentioned that according to the mechanic at the repair shop where the truck was taken, the truck had been driven over what looked like a bucket of drywall as it was all over the undercarriage and on the side of the truck.

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.

Well fortunately for me my cell phone records every conversation made to and from it. Most of everything I just read is untrue and as I said I can prove it with the actual phone conversations. I rented a truck yesterday from U haul so I'm gonna assume the whole e-alerting me because Mr. [redacted] says I call in too many broken down trucks is now void(what I was told I was e-alerted for) and was also removed. Otherwise I will not contest the issue any longer as long as I am not continued to be a target of Mr. [redacted] for whatever his reasons are. As far as discounts, if any U haul dealer offers me or any of my customers discounts we will be accepting them as anyone in their right mind would(doesn't make me a thief). As far as Uhaul equipment breaking down, as I stated, I am a responsible renter and if any rental truck (whether it be U haul, [redacted] or any other truck rental place) breaks down I will do the responsible thing and call the breakdown hotline as I am instructed to do whether the truck stops because it is low on coolant or stops because drywall paint has impaired the truck somehow(whatever the reason). As far as the apology, I have not heard from anyone from Uhaul with an apology as to this whole handling of me(the customer). Me being a business owner, I have to call and apologize to customers all the time for even just my movers being 10 minutes late to their address.

Regards,

Business

Response:

February 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that you refer to the information he provided in our original response to your office dated January 14th, which addressed Mr. [redacted]’s concerns. No further action will be taken.

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: they took out money out of my account and I do not have any thing to do with this place at all. The only reason they say they took the money was to get my attention as the storage space was rented to a son of my financee and they wanted to get hold of him and they said they had my card number on file, from a time I had paid a month rent for him and now I have to fight to get my money back and they say they do this all the time. Which I think this is stealing and they should have not done it the way they didDesired Settlement: I think they should give the young man back all of his things because of all the trouble they have caused to my account as they tried to take all the money that was in there

Business

Response:

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our office.

[redacted], GM for our U-Haul Moving and Storage of Downtown Jacksonville, followed up on the information Mr. [redacted] provided. He informed our office he spoke to the credit card holder and explained he had reversed the charge on her account.

Please be advised if a storage account is delinquent and a credit card is listed on the account, we will charge the card in order to re-establish contact with our customer and avoid lien fees and/or an auction of the storage contents.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] I do not accept what they say as it took almost 5 days to get the money back,it took the words of calling the police to start action to get it and was told I was I would get it back in less than 24 hours on the 16th of February and it took all week to get it back,it took them only hours to take it out of my account which it did not belong to the person of the name on the rental unit and what is going to stop them from doing that again to me for some one that is behind. I was told I could not talk to any body other that [redacted] as he was the one that caused all of this mess that could have cost me a lot of problems and head aches as it cleaned out mt account and I did not have the money to put in to live and pay my bills