J.R.J. Tara Corporation

Review: the u-haul website says "Your reservation is guaranteed. You will get the equipment, location, and pickup time that you agreed to or we'll give you $50." I've been contacting U-haul for over 3 weeks and no one from head office will contact me to honor this guaranteed.Desired Settlement: I want the $50 they guaranteed for the inconvenience of having to drive 30 each way extra to get the equipment, and for not getting the cubic footage I originally requested.

Business

Response:

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee due to the fact we were not able to fill the reservation exactly as requested. The refund was issued to Mr. [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,

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. The business performed this action and, will consider this complaint resolved.

Regards,

Review: On 5/30/13, I drove to this Uhaul dealer to have my propane tank filled. While my tank was being filled, a moderate gust of wind blew over their propane sign. It narrowly missed me and struck my truck, damaging the rear fender. I filled a claim (#[redacted]) that same day and was instructed to contact Repwest Insurance Company. My claims adjuster's name was [redacted], [redacted]. I contacted [redacted] and explained what happened, noting how the base of the propane sign didn't have enough sand in it to properly weight it down. I had contacted the manufacturer of the sign and was told the proper amount of weight to safely hold the sign upright was 100 lbs. I took photos the morning after the sign fell that clearly show there is not nearly enough sand in the sign base. Mr. [redacted] said it looked like a slam dunk and all I had to do was get an estimate of the damage and U-Haul would reimburse me. I've since gotten 4 estimates to repair the damaged truck. Their first offer was $325.70, which is roughly 1/3 of the estimated repair costs. Two weeks later, a second letter offered $465.28. A month after that letter, a third offer was made for $500.00. A week after this offer to settle, received a fourth letter stating they decided to decline any payment. Have called U-Haul's insurance company and left messages, but my calls are not returned. U-Haul should reimburse me for the repairs to my truck and fix their signs before they cause more damage, or worse, injuries to their customers.Desired Settlement: DesiredSettlementID: Other (requires explanation)

This U-Haul dealer clearly did not have enough weight in the sign base to meet the manufacturer's safety requirements, resulting in it needlessly falling and causing damage to my truck. This dealer should pay for the full cost of repairs, which, after averaging the estimates from local shops comes to $950.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] of RepWest Insurance Company followed up on the information Mr. [redacted] provided. He relayed that our GM of our U-Haul Center verified the base of the sign was filled to the manufacturer’s recommendations. However, as a courtesy to Mr. [redacted], we offered to pay 50% of the repair cost. Mr. [redacted] refused the offer and requested 100% of the repair. Although we feel we are not liable, the 50% offer was to satisfy the claim. When Mr. [redacted] refused the offer to resolve, it was pulled from the table and the file remains closed.

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.

Regards,

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.

Review: I received inadequate service from UHaul which resulte in additional stress added during my relocation

Feb 23, 2015, I made a reservation on the UHaul website for a 20' van an appliance dolly from [redacted], SC to [redacted], SC, I was to pick the van up from U Stor It in [redacted], SC. The day before my pickup I received an email stating they change my location for pick up to [redacted], SC which is about 10 miles away but upgraded my truck. When I got to the location the agent there told me they did not have a dolly. I had to get the truck to my storage because I had individuals meeting me to get my things moved. On my way to the storage, I waited on hold for a representative for about 15-20 minutes and when he answered, he advised me that I needed to go to an authorized dealer at [redacted] in [redacted]. Although this was out of my way, I had to make another 10 mile trip back to [redacted], when I got the the pawn shop, I was advised they do not accept credit/debit cards, only cash, I left to get cash, went back to the location and then was advised UHaul system was down and they could not help me. Again I had to leave this location, and drive back to my storage while trying to reach a rep from customer service. After reaching a rep, I was told to go to the UHaul in [redacted] on [redacted], so once again I had to leave my storage an drive more than 10 miles to [redacted] where I finally received my dolly. First of all I am 7 months pregnant, as stressful as moving is, this made my situation a lot more stressful. I had people assisting me to move because I am not able to lift heavy objects, but I wasted so much of my time as well as others' time because this company went and changed my original request, made a mistake, and expected me to pay for it. I also received an email stating that they confirmed I was dropping the truck off at a location on [redacted]. I never agreed to this, as a matter of fact, I did not put a location for drop off at all because I wasn't sure of the UHaul that was closer to my new residence. I ended up dropping off the truck and Dolly at U Stor It on [redacted], in [redacted], SC. I also requested that a supervisor contact me back about this issue, but I have yet to hear from anyone. I would like for UHaul to resolve my issue because they made this move a nightmare for me because they were very unorganized and they wasted so much of my time that I needed for my move on 2/28/15Desired Settlement: I would like a refund back for having to go back and forth due to the information that I was given my your agents. I took 3 trips to [redacted] on 2/27/15 when my original location selected for pick up was not even in a [redacted] location. I didn't originally choose that location because I knew it was out of my way. But as a result of your mistake, I had to travel more than I should have, I incurred more stress, and I had to deal with this all on top of being 7 months pregnant.

Business

Response:

March 4, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her of a refund for $119.84 as an adjustment on her rental. The refund was issued back to her [redacted] Card 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 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 rented a storage unit and paid two full months rent but moved out twenty days early. Then this storage rented out my previous unit and collected rent from next tenant on that unit again so that they got double rent from same unit. I think that double collecting is illegal and unfair to me. If you return a product to a store and they sold out it to someone else but don't refund money to you, do you think that is fair to you?Desired Settlement: I am requesting that this storage refund the portion of my rent that is $55.44 plus 10% interest.

Business

Response:

Thank you for your concern for our customer Mr.**.

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

Mr.**, We received a copy of your complaint to the Revdex.com in regards to your storage rental at our Miramar location. After careful consideration of your claim, we are unable to give you your requested refund on the terms that we do not prorate storage rental fees as outlined in the rental agreement that you signed. Thank you for your time and we apologize for any misunderstanding.

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: [redacted] price was charged in US [redacted] without notification to customer that the price was not in [redacted]

[redacted] purchased 9/25/14. Item #[redacted].Service rep: [redacted] (?). The pkg indicated the price was $11.95 but we were charged $17.95 and told that was because the price on the pkg was US funds. Bought 3 of them for a total cost of $61.98 [redacted]. Paid cash.

There was no signage in the store to indicate that price were in [redacted]. There was nothing on the pkging of this item to indicate that it was in US [redacted] nor was there anything on the display to indicate this. We returned on October 4 2014 to inquire why we were charged this amount and were told by the employee ' We are an [redacted] Company. We can do what we want' We inquired if all of the articles for sale were for sale in US funds and were told 'No. Just some things'

There was no signage in the store to indicate this bizzar pricing policy. At the very least it should be brought to the attention of customers. Following that company/clerk's logic we should be prepared to buy a Volkswagen in Euros just because it is a German Company!Desired Settlement: We want this company to display their pricing policy in big, bold letters in several places in the store for the edification of the unsuspecting customer. If they are going to price their items in two currencies the customer deserves to know this.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted] I appologize for the issues when purchasing your lock. Please send me your credit details and I will refund the difference to you, or you can stop in with your debit card. [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: Booked trailer At the [redacted]reet Uhaul on Wednesday Feb 26, 2014, for Saturday March 1 2014. Trailer was booked for 9am.Call from Uhaul saying that they needed to move the pickup time to 1pm, to compensate, we are given an extension of the rental to the next morning.. Arrive at [redacted]reet Uhaul, told trailer is not available, Told to travel to **. [redacted] Ontario (57 km 1 way).Trailer is picked up, has some issues with the lights, tech gets it working.On Sunday March 2, we receive a call saying that the trailer needs to be back. I tell them we were given an extension and to call the [redacted]reet Location.Sunday March 2,5pm, while driving, trailer's lights fail. Pull into Truck stop in Mallorytown ON (386km from Hamilton). Called Uhaul, told they would be there in 20 minutes.Techs fail to show up for THREE HOURS. The temperature is steadily to -20 degrees Celsius, an unsafe temperature to be outside.Uhaul fights tooth and nail to prevent us from dropping the trailer until after extensive argument, manager [redacted] relents and allows trailer drop in RV parking zone of truck stop.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Complete compensation of the trailer rental.Secondary complementary rental of a truck to continue and avoid the technical that arose with the trailer.

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. Re.

[redacted], our Traffic Manager for our Hamilton regional office, followed up on the information Mr. ** provided. She informed our office she spoke to Mr. ** and offered her apology for the inconvenience he experienced with his recent U-Haul rental. She also advised him of a refund for the $50 Reservation Guarantee Fee along with 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.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had reserved a truck, certain furniture dolly and two sets of furniture pads from uhaul. When I arrived and we began inspection the milage on the truck was wayyyyy off, by the thousands, it had only one set of the furniture pads and a much smaller dolly than the one I reserved. They adjusted the contract for the milage, gave me the second set of pads but could not provide me the dolly, said to call later in day for when someone turns one in. We left and started to load the truck, discovered the ramp was broken and I called to let them know. Through out the day I called and checked for the dolly, which finally was available late in evening. They told me to come and pick up and to bring the truck so they could examine and note the ramp damage. I had to drive back and forth adding an additional 20 miles or so that I would not have added to the truck also making the amount of gas I needed to replace more. I got there and informed them I would be now using the late check in option and they said that would be fine and told me how. I then finished filled the truck, folded all pads, swept out truck and returned. I took pictures to show it was clean and dropped off keys. The next day, they charged me double saying it was a cleaning fee and I had complete double charges on my card. I called and left multiple messages stating I had pics and wished to question the cleaning fees and was never contacted gain. The charges were unfair because the milage was much more than I would have had from having to go back and the truck was not dirty. I was told by other customers that used the late check in that they were all charged the cleaning fees as well. It seemed to happen to everyone customer who used the late check in. I know that I returned it clean and the way it should have been. We were military for 10 years and did many moves using Uhaul and it has never been like this. I overpaid severely..my 19.99 uhaul came out to almost 200.00 betweenthe charges and gas. I cant afford this kind of surprise billing...I can provide a copy of the bill and pics. Thank youDesired Settlement: I think it is fair to have my overcharge refunded and the milage and part of the gas that I had not planned for and would not have had if not for them telling me to drive the truck back for their mistake and their faulty product needing to be noted. I also feel like the extra charges were for them to pay for the damaged ramp that the guy I spoke to within a half hr of leaving with the truck, said he thought had been fixed, which shows they knew it was damaged. Thank You, [redacted]

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Ms. Paluchniak.

[redacted]s, our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent her an email offering his apology and advised her of a refund for $70 to cover the extra mileage and cleaning fee she incurred, along with an additional $25 to help offset the inconvenience she experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from this center. I went in to report that mileage was not correct when I checked it out. The representative profusely told me that it would be corrected on the contract upon check out. I then received my bill and it was not corrected and I was overcharged. I left a message with the manager but did not hear back.Desired Settlement: Full refund of $117.18 due to the overcharge, and the aggrevation I had to go through to correct an error that I reported as being incorrect.

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. J[redacted] our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. He informed our office he left a message for Mr. [redacted]offering his apology for the inconvenience he experienced and advised him that he issued a refund for half of his rental as an adjustment. The refund for $58.59 was credited back to Mr. [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,

Executive Assistant

U-Haul International

Review: On 6/2/2014, I ordered Moving Help (VA only) and a U-Box for a cross-country move from Virginia to Seattle, Washington. Per the original contract, a 6/20 pickup of the U-Box and return on 6/21 accompanied a guaranteed arrival date of 7/1 in Seattle, with the box available to unload on 7/2. Because I planned a housewarming party for the holiday weekend of the Fourth, I cut a trip to Asia short in order to fly back and load the U-Box in order to make it to Seattle by 7/2. Moving Help was excellent and picked up the trailer/U-Box, loaded it in Virginia, and returned it the same day on 6/20. Per the original contract, I assumed that it would be shipped out on 6/21.

On 6/24 and 6/25, I logged online to check the status of my order ([redacted]); the website has a helpful visual display of progress. It showed only that the box had been picked up on 6/20 and returned on 6/21 (incorrect) but did not show that it was in transit. I then called in to the U-Box customer service line and was only then informed that it was unknown whether or not the box had been picked up and was in transit -I was told at the same time that it *could* still make it to Seattle by 7/2 even if it had not yet been picked up in Virginia due to the standard amount of time 'padding' that all orders had for these sorts of late shipping pickups. U-Haul's contract stipulates that my card would be charged for shipping five days prior to arrival in Seattle. When that timeframe elapsed (it should have been charged on 6/26), I was concerned that the shipping had been delayed since the website still was not showing any updates or that the box was in transit. I did not receive any communication about the late (or nonexistent) pickup at this point.

On 6/29, I call again and am told finally that the box *will* definitely be late, but that they do not have an estimated time. I reschedule the movers in Seattle for the first time. The website is still not updated at this point and I am told to file a 'customer objection,' for compensation since I have been living out of a suitcase without any kitchenware, 95% of my clothing, and any furniture. On 7/1, the date on which the box was originally per contract scheduled to arrive, I receive an automated email that the box has finally been picked up -ten days later. On 7/3, I receive an unprofessional, bizarre email in response to my customer objection from the local store manager, one [redacted], who writes (actual spelling errors included):

"Good Afternoon, The shipping companys pickup is not controlled by uhaul. While it is unfortunate that your boxes wont arrive in time for your function, You are not intitled to any refund. we apologize for the innconvienence."

From the customer's perspective, I contracted out with U-Haul in order to ship belongings using their service -who they subcontract with is of little concern to me. To guarantee a service and then renege on that contract guarantee seemed wrong. I call the U-Box customer service line to explain the situation and am promised a return call from the district office. Later that day, I do receive a call about my customer objection -but the associate (who was helpful) says that the system shows that I was guaranteed a Seattle arrival date of 7/5 -patently false. I log in to the website and am shocked to see that the dates have all changed from the previous time I logged in:

-Original pickup of box: 6/20 (same as before)

-Date of return of box: 6/25 (this was changed -and is grossly inaccurate, the box was returned same day on 6/20)

-Now shows in transit

-Guaranteed arrival date in Seattle is 7/5 with availability to unload on 7/6.

U-Haul (likely the folks at the Virginia location) has actually *changed* the 'guaranteed' date of arrival in Seattle -fraudulently. Based on the website/system, the associate from the district office says that I am not entitled to a refund unless I have proof that I was guaranteed a date of 7/1 versus the 7/5 that the website now shows. However, I *do* have a soft copy of the contract that explicitly states a guaranteed arrival date of 7/1 and I forward this 'proof' to her. Upon receipt, she asks that I call once the box has arrived. I am shocked at the lack of integrity and the baldness of the players involved to actually change

On 7/5, I call in to the customer service line to confirm that the box has arrived in Seattle per previous conversations and the website. Again, [redacted] says that the box is actually *not* in Seattle and is again late. As with all of the other previous times, I am not informed that the box is late until I call in proactively to confirm. I reschedule the movers again. She then "guarantees" that the box is en route and will "definitely" arrive by close-of-business the following day on 7/6 with availability to unload on 7/7. I ask her multiple times to confirm -and she does. On 7/6, after close of business, I contact U-Box to confirm that the box has arrived with an associate by the name of [redacted]. [redacted] says that he has been working at U-Haul for four years and that their systems never show such information; he has the audacity to suggest that I contact the shipper that U-Haul has subcontracted with directly to find out where my box is and whether or not it is actually in Seattle -despite the fact that I have no idea who the shipper is, how to contact, or what information to give them. After we disconnect, [redacted] calls back ten minutes later and says that he was actually incorrect and that he did not know how to read the icons on his screen -he says that the icon confirms that my box is indeed in Seattle. I confirm repeatedly and confirm with the movers for the following day.

When I arrive at the Seattle location via cab (across the city) and explain that I would like to access my box, the associates in the store state that there were *no* boxes delivered over the weekend. I am concerned and ask them for a manual walk-around to confirm that it did not arrive earlier. They do, and inform me that the box is not there. 20 minutes before the movers arrive, I cancel for the third time. The staff at the location offer to call the shipping company and I am told that the box is actually in Billings, Montana; I have no idea why none of the previous associates were willing or able to contact the shipping company directly as the staff at the Seattle location did. When I escalate the situation to the U-Box line, I am connected with [redacted], the Reservation Desk Manager, who is not particularly polite or helpful after listening to what I have had to undergo for the past couple of weeks. Exhausted of calling in, investigating on my own, insisting on follow up, I ask her to take point and contact the local Seattle office and monitor when the box has arrived and if not, to contact the shipper -something that I think is more than reasonable; she is beyond reluctant to do so, frequently mentioning "that is not my responsibility, that is not what we do, that is for the receiving location." At one point, she laughs on the phone at my request for her to take greater ownership of the situation and when I ask her whether she is scoffing at me, she jokingly says that she does not even know what that word means. Horrendous, unprofessional service that U-Haul should be beyond embarrassed about delivering to its customers -at a minimum, it's front-line team should be replaced or retrained, particularly managers such as these. Ultimately, the box 'may' get here tomorrow or the following day -but no one seems to know, and trying to get even a manager to care seems to be futile and next to impossible.

At this point, U-Haul has violated the terms of its own contract multiple times -going so far as to actually modify its terms by changing the guaranteed date and then insisting, somewhat baldly, that I was never given a particular guarantee *until* I presented proof. Its service and its failure to deliver on any of its promises or even bare minimum expectations of how it should treat its customers smacks of a lack of integrity or professionalism, is a poor way to do business, and is simply wrong.Desired Settlement: Mentally and psychologically this ordeal has been draining -but physically, I have none of my belongings, cut an important trip to Asia short based on a guarantee that U-Haul not only did not deliver on, but actually unilaterally modified, was not able to throw a housewarming and continue to accrue significant out of pocket expenses that very clearly would go beyond the meager per diem compensation offered for late boxes. The disgusting antics and behavior experienced warrants nothing less than a full refund.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Metro DC regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for $400 as an adjustment for the delayed box along with an additional $100 refund to help offset the poor customer service [redacted] received.

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.

Contrary to your previous communication -this situation has not yet been resolved. On Tuesday 7/15/2014, I spoke with a colleague of [redacted] in the Corporate Office by the name of '[redacted],' who assured me that the refund had been processed on 7/10/2014; she stated that the refund would be in my account within 5-7 business days. Today (7/21) is the 8th business day and there is still no refund. When I called in to the office, I again spoke with [redacted] -who stated that she "could not find" my objection. After keeping me on the phone for several minutes, she finally found the objection; when I expressed my irritation at another *broken* promise / guarantee, she started to give me attitude about -verbatim: "you can either keep on telling me how ridiculous I am or let me call the credit card processing unit." Staggering level of incompetence on her part aside, I have no idea why U-Haul seems to be so unbelievably inept and following through on anything -at this point, I have zero confidence that anything will be resolved. [redacted] said that following up on this complaint was useless since "[she] would just get it anyways." What an embarrassing way to run a business -and an even more shameful way from a corporate representative of dealing with customers who have every right to be upset.

Regards,

Business

Response:

July 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the initial credit done on July 10th did not complete for unknown reasons as per our Credit Card Processing Department. Another credit was issued on July 21st and confirmed with Credit Card Processing that the credit did process. The credit for $550 should post on [redacted]’s next credit card statement.

Please be assured we will follow up on the information [redacted] provided in regards to the rude treatment he experienced over the phone. We realize there is never an excuse for rudeness and want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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: ON 7/5/2012 I HAD RENTED A TRUCK AND RETURNED IT SAME DAY DROP THE KEY IN BOX, I CALLED NEXT MORNING TO ASK REGARDING MY DEPOSIT AND A SERVICE REP HAD STATED THAT THE TRUCK WAS DAMAGE AND THEY HAD TO FILE A REPORT I STATED TO THEM I DID NOT DAMAGE ANYTHING BECAUSE THEY EXPLAIN WHAT WAS DAMAGE AND I STATED THAT WAS LIKE THAT BECAUSE IT WAS NOTICABLE HE ASKED IF I POINTED IT OUT TO STAFF AND I STATED NO BECAUSE ITS A DAMAGE THAT LOOKS LIKE ITS BEEN THEIR FOR A LONG TIME, I DID POINT OUT THE MILES THATS WAS WORNG FROM MY CONTRACT AND HAD A STAFF LOOK AND SIGNWHEN SPEAKING TO SOMEONE BY THE NAME JULIS HE STATED THAT WAS HUMAN ERROR WHICH I HAD STATED THIS CAN BE TO THE TRUCK WAS DAMAGE WAY BEFORE MY RENTAL. I HAD STATED TO HIM TO LOOK AT HIS VIDEO AND HE STATED HE DID AND THE DAMAGES WERE NOT THERE, VERY RUDE STAFF I GOT HUNG UP ON TWICE I CALLED THEIR CUSTOMER SERVICE DEP AND THEN GOT A CALL FROM JULIS AGAIN STATING HE WAS THE ONLY ONE I NEED TO SPEAK TO WHICH I JNOW HE HAS HIS PART IN THIS I WAS TARGETED AND OTHERS AS WELL, THEY HAVE DAMAGE TRUCKS AND FEEL THEY CAN PICK AND CHOOSE WHO TO CHARGE. IM NOT ALLOWING THIS TO HAPPEN TO ME I KNOW I DID NOT DAMAGE THIS TRUCK AND NOT PAYING FOR NOTHING I DID WRONG, I AM GETTING MY LAWYER INVOLVED I VERY DISAPPOINTED WITH THIS MATTER. SPEAKING TO OTHERS REGARDING THIS MATTER AND SOME STATE THAT THIS UHAUL IS GOOD FOR THAT CHARGE PEOPLE DAMAGES WHEN STAFF ALLOW OTHER TO TAKE TRUCK WITHOUT CONTRACTS WHICH IN MY CASE IT SEEMS LIKE SOMEONE USED THIS TRUCK PRIOR TO ME RENTING IT. VERY VERY DISAPPOINTED AND NEED THIS MATTER TO BE RESOLVED, IT WOULD BE SAD IF I WOULD HAVE TO CONTACT MY LOCAL POLICE DEPARTMENT TO GET THIS VIDEO WHEN THEY HAVE OTHER AND BIG ISSUES TO TAKE CARE OF!! Product_Or_Service: UHAUL TRUCK DC400J Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I GAVE $100.00 DEPOSIT FOR RENTAL, I JUST WANT WHAT WAS NEED TO BE RETURNED TO ME WHICH IF IM NOT MISTAKING ABOUT $40.00

Business

Response:

July 19, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was charged for replacement of a key. She sent Ms. [redacted] an email advising her of a refund check for the $39.40 key charge. She should receive the check within the next 10 business days. Ms. Beedle also included her call back number in case Ms. [redacted] wished to speak to her or had other concerns.

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

Review: Rented a uhaul 16 x 12 trailer from uhaul for a move, loaded a dresser, tv, 4 dining room chairs, 2 brook case's. and half a dozen small items (less than 10 pounds). the Trip started bad when hooking up to the trailer it would not hold the road and swayed rampantly. Called the pick up location that stated it was the only one I would get and call customer service (who didn't answer). loaded trailer after aggravation of not getting answer on phone and got hung up on twice. Made it to Mansfield and had to park my pick up in a storage unit due to sway dragged rear end out of spec, continued towards Louisiana, made it to Nashville TN. while in Nashville made an exite to get gas and while making a tun around the axle snapped. draggging the wheel out the right rear of the trailer. I spent numerous calls and time on with road side who told lies, made empty promises, failed to do anything to resolve the issue other than try to cover their butts with more misdirection.Desired Settlement: Refund the money for the defective unit and damage to items caused by axle snapping due to faulty mechanics.

Business

Response:

February 20, 2015

U-Haul Ref#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Mr. [redacted] provided. He explained that it was determined the trailer Mrs. [redacted] rented was over loaded and both Mr. and Mrs. [redacted] are aware they will be responsible for fees to transfer their goods into another vehicle and any repairs needed for the U-Haul trailer.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

March 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He relayed that U-Haul Engineering Services at our Technical Center test all equipment to safely determine load limits. At no time do we want to place a cusotmer at risk and the reason we give each customer a User’s Guide printed with each contract. Mr. and Mrs. [redacted] failed to follow both recommendations on the User’s Guide by placing the heavier items to the rear of the trailer. This resulted in the condition called whipping as the cusotmer described. They also overloaded the trailer causing the springs to break. The wrecker service noted in the Emergency Road Assistance file that after they removed 5 boxes from the trailer, it still weighed 4,700 lbs. Maximaum weight for the trailer Mr. and Mrs. [redacted] rented is 4,600 lbs.

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 for a one way trip to move for a job. My starting location wasn’t too bad, however they did not give me what they had told me, not too big a deal just wanted to arrive with my fiance, 1 year old son and 2 dogs safely. On Sept 15th we went to our unit to unload bc we had finally signed our own lease and were done with corporate housing. THE ENTIRE UNIT WAS INFESTED WITH ROACHES!!! When I say infested, they were in EVERY box, EVERY toy on everything thing, bugs alive, dead, feces everything. Not only were they infested in our stuff but climbing out of HOLES in the IN DOOR, SECURE UHAUL unit. They were HUGE and everywhere! All I could do was cry bc my life was in there, my SONS life is in there and its not my fault they are not taking care of their property. I immediately went down to the office to tell them and the 3 associates laughed, blew me off and handed me a number to call. Needless to say it is now a week and 2 days later and Uhaul tells me that they are not responsible for the roaches and im just stuck. I have requested NUMEROUS times to speak to UPPER VP management and they have YET to contact me. The Miami managers just keep on closing out my claim and telling me that its not their fault, they arent reliable…..so how am I reliable if I stored in YOUR SECURE BUILDING?Desired Settlement: I want my property that was damaged due to their neglect REPLACED and COMPINSATED for all my issues, and loss along with the stress put on my move, life, and most importantly my SON!

Business

Response:

October 12, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Miami, followed up on

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

has made attempts to reach Ms. [redacted] but has been unsuccessful.

Ms. [redacted] did relay that Ms. [redacted]'s concerns were addressed

and her office agreed to issue a refund in the amount of $486.27.

Ms. [redacted] was also offered an apology for the inconvenience she

experienced at our U-Haul location and during her move.

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.

Regards,

I never spoke the said above associate. I have been dealing with a gentleman who is still working on fixing the issue. the money that was refunded was only for my sons new car toy and the air mattress sheets and towels bought the day we discovered our unit destroyed. as soon as the further refund is processed I will be satisfied. I lost my entire life not 400 worth thats obsered. the man helping me is very good and nice

Business

Response:

November 30, 2012

Review: First problem started on August 8th when uhaul withdrew the coat to ship my ubox , I did not authorized this . There policy is you will be charged when you tell them to ship the box at not time did I tell anyone to ship my box , it took 4 days to get my money back this leaving me with no money for food gas etc.. after each call all I got was we are sorry your money will be back in any day . No one ever made a real apology or did anything to compensate me for my troubles. Now the the present . I called 3 days ago to get my ubox scheduled for delivery in a few weeks and I'm told its $300 more than I was originally aware of . I had reserved 2 boxes just in case I needed 2 and it would have been $1400 for 2 so I decided $ 400 for the second box as just not worth keeping some of my stuff so I opted to go with one box for $1054 . I talked to someone on Tuesday 10-1 and I was told on its supply and demand kinda thing! What! She toldme she would call me back yesterday and no call back and today I call her and no answer. Everything I own is in There and now I'm afraid they will retaliate and keep or damage my stuff. But I refuse to pay $300 more I would have just kept all my stuff and use both boxes.Desired Settlement: I want my stuff delivered at or below the price of $1054 for all the inconvenience I have suffered. And a real apology would be nice also.

Business

Response:

October 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Customer Care Representative for ou[redacted]L regional office, followed up on the information Ms. [redacted]provided. She spoke to Ms. [redacted]and they were in agreement on the amount of $1054 for the U-Box service. She also mentioned a delivery date was set up for October 17th.

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: RE: UHAUL Contract #[redacted]I contacted UHAUL on [redacted] and spoke with [redacted]. I explained to [redacted] that I needed to move some items from [redacted] to [redacted]. I stated that I wanted to drop the UHAUL truck off in [redacted]. I also stated that I wanted the $29.95 UHAUL truck. [redacted] told me that I could rent a UHAUL truck in [redacted] and drop it off at the [redacted] location which is closest my house.[redacted] reserved the UHAUL truck for 9:00 am on June 5, 2014at the [redacted] location in [redacted]. We were quoted a price of $29.95 per day, $15.00 insurance, $.79 per mile, plus 102 free miles, and another discount when the UHAUL truck was dropped off. We were also told that the money would be taken off of [redacted]'s credit card when the UHAUL Truck was returned. [redacted] and I went to pick up the UHAUL Truck @ 9:00 a.m. We did not get the UHAUL Truck until 5:30 p.m. We had to prepay $205 to get the UHAUL Truck. The UHAUL truck was dropped off at the [redacted] location in [redacted], ** on June 6, 2014, at 11:30 a.m. with the gas replaced by [redacted]. The keys and contract were given to the receptionist because I([redacted]) had to go to work. UHAUL took the $205 plus is charging $70 for customer service charges and insufficient fees charges totaling an additional $200, total now is $405.Desired Settlement: I ([redacted]) and [redacted] would like the following resolution:RE: UHAUL Contract #[redacted]1.Any and all additional fees plus insufficient funds fees totaling $200 returned to [redacted]'s bank account.2. 102 free miles plus additional discount money returned to [redacted]'s bank account.Thank You,[redacted]

Business

Response:

July 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.

According to the rental contract, Mr. [redacted] rented a 14' truck from [redacted] on June 12th to go one way to [redacted], WI. The truck rate was $163. The one-way rate allowed 102 miles and 1 day use of the truck to complete their move and drop at their destination as documented on the contract. The truck was rented with 3/8 tank of fuel and returned with 1/8 tank. Per the fuel agreement listed on the contract, if the truck is returned with less fuel, we will charge $5 a gallon and $30 Service Fee to bring the fuel level back to the same level as when it was dispatched. A Promissory Note is on file for the $82 fuel charge.

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

Sincerely,

Executive Assistant

U-Haul International

U-Haul BITES! First they give me a quote of $1,071 for a 14ft truck with 7 days and 2,195 miles and $280. for car carrier, but when I go to pay the deposit that afternoon...all of a sudden it's going to be $1,894. for the truck and $389. for the carrier! If that isn't bad enough they called last night to tell me that the only truck available is in Dixon which is an hour and a half away instead of 10 minutes down the road. Wait, there's more! The car carrier is in a different town and we'd have to go get it too. We got the truck this morning and right after we left Dixon, IL. the "Oil Change Required" came on the dash display and came on every time I started it up. When we got to Ottawa, IL. I told the guy there about it and we checked the oil it was a quart low he added it (with my help) and said thats all he could do. So we rented the trailer from him and he asked if I needed help hooking it up (uhaul has always hooked up their trailers), so I did it myself and left. With my girlfriend behind me we drove back to Streator, IL. My girlfriend informed me that the lights were not working right on the trailer, yea no brake lights or turn signals worked on the trailer. I took my chances and drove it that way to Washington, didn't want to have to deal with uhaul I already lost half a day just getting the truck and trailer. When we got the truck it was not clean in the back and it had a dolly we did not need and the girl gave me back $3.00, then I found out it should have been $10.00 so you owe me at least $7.00. We asked you before we got the truck what kind of gas mileage does it get and you told us 12 mpg, well the truck said it was getting 8.3 mpg on the way to get the trailer, then 8.4 mpg after then all the way to WA. it said 8.2 to 8.4 mpg. It actually got 6.9 to 7.9 mpg. Oh we did get a $200.00 discount for having to go pick the truck up and I called back and complained more when I found out what you guys told us about how far Dixon was and how far it actually was,

you said it was an hour away, its 1 1/2 hours away. So we got another $100.00 off so the truck was $1,594.00 still way above your original quote to us. I have rented a lot of trucks from you, local and one way and this was by far the worst experience with you. Don't know if I will ever use you again. Did not appreciate the jack up in price and the poor shape your equipment was in !!! Oh and I was suppose to get a copy of my bill emailed to me and never got it.

Review: U-Haul International, Inc. has on their website, [redacted], a reservation guarantee stating "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50. " Then there is a terms and conditions link that is very small and it brings you to the following page: http:[redacted]. They don't advertise the fact that they can switch you to a piece of equipment of the same or greater size to fulfill this guarantee. The issue with that being that in my case it cost me additional cost in fuel. They claim that they will keep you at the same price but in a large vehicle but the price difference was less than the $50 guarantee. So, therefore I am being harmed because it has cost me additional cost in fuel and uhaul is loosing less out of it because the price difference is only $23 between the 17 foot and the 20 foot.Desired Settlement: The $50 reservation guarantee to be honored and uhaul to put in the main portion of their advertisement this condition if they wish to continue this practice.

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] by phone and explained how our reservation guarantee procedure works and that the information is also available on our website.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $25 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, 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: I rented a truck on 8/30/14 at 7:45am. Truck was ready, everything was in order. At the time I was told to return the truck 7/8 full. Additionally, this was circled on the ticket. When I returned the truck just after 10am, the person in charge was running around, trying to get people handled and suggested I simply leave the truck and paperwork and he would send a bill to me. Little did I know that he wouldn't inspect this truck for over an hour, and that he would charge extra for gas. I returned the truck at 7/8 full yet was charged $10.00, I have taken the steps of calling this office and also writing to the corporate offices to no avail.Desired Settlement: I want the $10 credited back to my credit card since I fully complied with what I was told by the person in charge.

Business

Response:

December 11, 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 Northeast Expressway, followed up on the information Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.

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 manager or whoever didn't address the fact that when I returned the truck, it had 7/8 of the tank full (as noted on their receipt). Additionally, I have scanned the gas receipt (also attached). It was very light when I scanned - I can attempt to scan it again if you cannot read it.

Regards,

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed the recent comments from Mr. [redacted] to your office. She spoke to Mr. [redacted] and informed him of a refund for the $10 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.

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: On 1/16/14 I took my 2005 chevy truck equinox for service. I was pulled over by a State Trooper because I was not aware my lights where not on or working. During their inspection ([redacted]) did a full diagnostic inspection and stated to me as well as put on my bill that this was due to **FAULTY TRAILER HITCH HARNESS** "FAULTY WIRING HOOK UP BY UHAUL". WHICH COST ME $315 TO HAVE REPAIRED. I contacted Uhaul location and their public relations/customer service center via phone ###-###-#### with no responses to anything.

This was their error and inproper hook up which caused me other electrical issues and thankfully no ticket for being pulled over. I have the proper documents to prove this was their error.Desired Settlement: Would just like the courtesy of reimbursement of $315 which cost me for their error. Please feel free to contact [redacted] on my behalf for any paper work or billing to prove this was a faulty wire hook up.

###-###-####

DATE OF SERVICE: 1/16/14

CUSTOMER #[redacted]

AMOUNT $315.00

Business

Response:

February 11, 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 North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and provided him with the telephone number for RepWest Insurance Company to follow up on his claim. Mr. [redacted] initiated an insurance claim for Mr. [redacted] and provided him with the report number during their phone conversation.

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.

Regards,

I have spoken to 3 different people; 3 different phone numbers and now waiting to hear from the 3rd person now. I spoke with [redacted] (from Uhaul [redacted]) on Tuesday, the 11th and he wanted to get the car fixed, I told him it had to be fixed at the time the dealership had it for safety reasons and a warning from a State Trooper for no lights. I also informed him that we had all the proper documents to prove it was UHaul's errors that caused the faulty wiring, then I was given the following information:

To Contact their Insurance Company

Republic Western

My wife [redacted] tried that # only to be given another # ###-###-#### spoke with Emily and was given another name and # of the following:

###-###-####

Claim # [redacted]

I [redacted] called twice and left messages, no response. At this point I feel we are getting the run around and all I am asking for my husband and I is what is right. The return of the $315 (see attache proof) that we had to put out to get fixed.

Thank you again for any assistance you can give us.

[redacted] and [redacted]

Business

Response:

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Dave Horn, the Regional Manager for RepWest Insurance Company, advised our office he sent your office a letter explaining they are in receipt of Mr. [redacted]’s claim and once they have a resolution, his office will be in contact with him. He also relayed that if your office has further questions, you can contact him at ###-###-####, ext. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

My wife spoke with [redacted] 2 wks ago and was asked to send a copy of the receipt that stated it was a UHaul error hook up. I have done that twice. And now I have attached it to you also, so you can see all we ask that we be paid for the repairs of our car.

Thank you for your help in this matter.

Review: In Feb 2012 I was charged $50 for a u haul truck that I never used or had.This amount was debited from my checking account in February and I didn't notice this charge unitl months later after going over my account with my accountant. I wrote the Company 2 letters stating the issue and requesting a reimbursement for a service that I never used and told them I never authorized any debit whatsoever to be taken from my account. The Company never responded to any of my letters, even though they took$50 from me.Desired Settlement: DesiredSettlementID: Refund

I would like a check for $50 to be sent to me for an unfounded, fradulent charge that was taken out of my account. They have no records of me ever renting a truck from them and so I am due a refund before I take legal action.

Business

Response:

[redacted]

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

[redacted], our Traffic Manager for the U-Haul Company of Orlando, followed up on the information [redacted] provided. He advised our office he spoke to [redacted] and advised her he was sending her a check for the $50 fee.

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.

In reference to above complaint which was marked resolved on 3/15/13 pending U-Hauls agreement to send me a check for $50 for a service I never received. As of today, a month later, I have not received a check from them so the case is not resolved. Their General Mgr called me and said he was sending me a check but I never received it.

Review: Renting a storage unit. Been making payments up until October when I was told that I could not make payments anymore and that my property will be auctioned unless full payment was made. I have been making partial payments since this account was opened. Auction was supposed to happen Oct 13 2013. On oct 13 2013 I attempted to make a payment over the phone because was out of town for a family emergency & was told that I had to come into the office & could not make a payment over the phone. The next call I get from them is a month later saying again that my storage is behind & will be auctioned. I thought it was already sold in Oct.so now the balance is even higher than before and now I really can't afford it. When I tried to make the payment over the phone it was not accepted. I call the 800 number to complain and they make a conference call to a man named [redacted] who was very rude and accused me of refusing to pay when it was his staff that denied my payment. I was in tears on the phone from the accusations that this man was accusing of when I have been trying to make payments this entire time. I was then told that the full payment of now $600 in order to get my belongings. I have been trying to make payments to bring the balance down lower for months now & everytime they are denied because its not the full balance. Now I am getting phone calls & emails saying they have an offer or deal. I have been trying to make a deal with them this whole time and mmake payments on this account for months. I can not afford to lose everything my kids & I have. I'm already a single parent that's enough already. How can they deny me of making payments then but now make an offer? That is not right at all. & how can I be sure that my belongings are still in the unit as I left them? This auction was supposed to happen in October. My next step is to speak with an attorney. There are important things in that unit that mean alot to my kids things of their deceased father are in there & that can not be replaced EVER.Desired Settlement: I would like to be able to get my property & be sure that ALL of my belongings are in the units as I left them.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her storage concerns. Ms. [redacted] relayed she had no way to pay the balance on her unit or to move out. Ms. [redacted] asked Ms. [redacted] to call her if there was an immediate change that would allow us to resolve the issue.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