J.R.J. Tara Corporation

Review: My mom rented a 26 foot truck from U-Haul on 63rd St on Friday, May 8th. She was using the truck to move to a new home after the passing of my father from liver cancer one month ago, so this was already a very emotional time for our family. The morning that we were to pick up the rental, the site called my mom and told her that they were runing late and that we could not pick up the truck at the scheduled time. She said that was OK and that I would pick it up on my lunch break. They then proceeded to call her an hour later- and multiple times afterwards- to tell her that if she didn't get there right away that they would give the truck to someone else. This caused my mom to panic, so I had to call and let them know that I would be there shortly to pick up the rental.

When I arrived at the store, there was one person manning the front on a Friday at noon. I stood at the counter for 30 minutes before being acknowledge- didn't even get the obligatory "I'll be right with you." I didn't get too upset about it, though, as there were several other people in the store being ignored and getting upset as well. When the store representative did get to me, he could not find our contract, and once he did, was very confused about the entire rental system, which truck we were supposed to get, how it was being paid for, as my mom reserved with a credit card online. By this point, another young man came in to help, but instead the two reps started talking about how rude another customer was being because he hadn't gotten his propane tank refilled yet.... This gentleman had been waiting an HOUR to refill a small BBQ propane tank. He had every right to be upset. Regardless, this young man could not assist my rep, so my rep went to a back room to get [redacted], the manager. (I was a bit miffed that [redacted] was sitting in a back room initially, but I later learned that he had a heart attack recently and may not have been feeling well.) [redacted] was able to figure out our rental information and took me to a truck. Once we got to the truck, I asked where I should park my car and moved it to where [redacted] pointed. I assumed that he would wait for me to return to go over any type of basics or things to watch out for on the truck, but he did not. Instead, [redacted] left the truck running with door open and was nowhere in sight.

It took the truck to my residence to load furniture that was going to my mom's new home. My fiance, who has a class A CDL, looked over the truck ans was worried that we would even make it the 170 miles from [redacted], IA to [redacted], IA; the truck was 15 years old, the suspension was off, the shift was so hard that it would literally stop the truck while in motion- probably due to a failing transmission. By the time that we made it to [redacted], we were in pain from the ride. At this point, though, we didn't have much of an option but to load the truck and get my mom moved. We were scheduled to return the truck on Sunday, May 10th, but before doing so, needed to unload our items from the truck and sweep it out. While parking it at our residence, the parking brake went out twice. We had to chalk the wheels in order to get it to stay while we unloaded an swept. Had the brakes gone out while we were in the truck, I can assure you that this would be much more than a complaint. We wanted to discuss this with a representative upon return prior to 5:00 PM- which is their posted business hours- but not only was the store closed, but there was nowhere to park and the return line was out to the street. We had to back a 26 foot truck into a trailer parking spot.

I called the next day to report all of this and spoke to [redacted], who said that he was "second in charge" to [redacted] and would relay the complaint. I did not hear back from [redacted] by the next day, so I called again and left another message. I also email the corporate email and received the following message the next day from [redacted]:

Hi,

I just wanted to let you know that complaints have a turnaround time of 72 business hours. So you should be receiving a call soon.

I replied that it had been 72 hours at this point with no resolution. She did not reply. I then went down to the store with my fiance to try to find [redacted]. He was there, but said that due to his heart attack, he didn't have much control over what was going on. Perhaps this location needs to find someone who is well enough to assist customers. He said that they would be able to give us 100 VIP dollars for our next rental. As we do not intend to utilize U-haul's services again- ever- this would not help us. I asked that he return the $100 to my mom's card instead. (They charged my mom $475.00 before ever reaching out to us.) [redacted] said that he would contact corporate to find out if that's an option. I asked for a numebr to contact someone as well, and he stated that the only contact number that he has in a general 1-800 number. I find this a little hard to believe, but did not argue. I have not heard back from [redacted].

I have called several (last count was at 18) times and have left several messages and have not heard from anyone. I followed up with [redacted] as well and received the following email:

Sorry, I was on vacation. I don't check my emails while out of the office.

What is the contract number from your rental?

Thank you,

Customer Service Agent

###-###-#### Ext. [redacted]

I provided the contract number two days ago & have not heard anything else. This has been a terrible and dangerous experience. The complete lack of concern that U-Haul and it's representatives have for our safety is disgusting and the service is even worse.

Business

Response:

May 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Dear Jodi, I am in receipt of your complaint concerning the problems you had with your rental. I appreciate you letting me know about this. Our objective is no less than 100% customer satisfaction. I am truly sorry for your delay in pick up and all of the confusion at the facility. U-Haul does not want a single customer to experience what you did. Or to feel like your safety or well being is not important to us. We work very hard to serve each and every customer in the best possible way we can but, yes, occasionally things go wrong. And I am grateful that you took the time to file a complaint so we can make this right for you and your family. U-Haul maintains all equipment on a regular basis. However, as with all equipment there is always the possibility of a mechanical problem surfacing. I am having the unit that you utilized pulled from the fleet and checked over. I will also be speaking with [redacted] about your dispatch and his lack of follow up when you contacted one of his employees in reference to your move. It is true, he had just had a heart attack, but with that said, we still expect that policies and procedures are being implemented and followed. You have my apologies and I hope you will give U-Haul another chance to serve you better in the future. I have processed a $100.00 credit to your mothers credit card sent you a $100 U-Haul VIP certificates for your inconvenience. You can utilize it for rental items, hitches or hitch accessories, propane, or packing material sold at any U-Haul facility or on-line. Again, I am very sorry that your experience was less than adequate, and hope that you will give us an opportunity in the future to get your business. Sincerely, [redacted] Customer Service Manager U-Haul Company, [redacted] ###-###-####Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a vehicle from U-Haul on 5/31/12 in Warwick, RI and planned to return the Vehicle in [redacted]. I paid a total of approximately $120 upfront and was allotted a total of 100 miles. Later that day, I determined I needed to return the vehicle back to the [redacted] location instead of in [redacted]. I called the location to confirm that this was an option. The employee I spoke to told me that it was not a problem, the only difference being that my rate would change to $29.95 per day as opposed to $90.00 per day. I specifically asked him about a change in allowed mileage, to which he responded I would be required to pay $0.40 per mile if I went over my allowed 100 miles. When I returned it at the location, the associate told me that I owed an additional $75.00, as not only did my rate change to $29.95 per day, but the mileage charge was 0.89 per mile. I explained that this was not what I was told over the phone. I drove the vehicle approximately 150 miles, or 50 miles over my allowed milegage. Accordingly, I offered to pay an extra $20.00, to which they said no. They told me a manager would have to override the rate and to call back the next day. I called back the next day and was redirected to their central call center. The call center associate told me that no one was at the store, but he sent them an instant message to call me back. I never received a call back. On 6/11/12 I got charged $105.56 on my credit card. I called the location to ask what was going on. They told me that they charged me the rate of 0.89 per mile. I explained that that was not was I was told, to which the employee hung up on me. The next day I finally got in touch with a manager who told me that not only was I charged the $75.00 extra, but also charged a $30.00 late fee. I explained that I never received a call back to resolve the situation and there was nothign in my contract allowing them to do that. She said that her employee probably misspoke and that the charges were accurate and was of no helpDesired Settlement: U-Haul unlawfully overcharged my credit card. I signed a contract and paid approximately $120.00 up front for the rental vehicle. No where in the contract did I sign or agree to pay an additional $105.56. I would like a full refund and a written apology from the manager. Not only was she ([redacted]) extremely rude, but also completely unhelpful.

Business

Response:

June 26, 2012

Thank you for your concern for our customer.

Ms [redacted], our GM or our U-Haul Moving and Storage or Warwick, followed up on the information the customer provided. She informed our office she sent the customer an email offering her apology for any misunderstanding and also advised him of a credit for $30.00 she issued back to his credit card for the Promissory Note fee. The credit should post on his next credit card statement.

As we value the customer, Ms. [redacted] also sent him a $25.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Sunday, July 1, I went to the Master Tire shop in [redacted] OH in order to pick up the U-Haul truck that I had reserved several weeks ago in advance. After waiting a half hour for the lady who had the truck before me to return it, I asked the owner if I could get a discount -- as I had been waiting patiently, and my friends had been at my apartment also waiting for me to get there, as they were helping me move.The owner was reluctant at first, but then agreed to give me a discount.The next day I received a receipt for $77.62. Not only did this not reflect the discount the owner had previously agreed to dispensing, but it was actually more than what had been previously quoted inside the store. I also noted that they had charged me for gas, which is ludicrous as I had put gas in there, myself, before returning it.Since then, I have called the store, asking to speak to the owner, and told he would call me back. That was a week ago. I called back today, and got a very uncooperative conversation that ultimately ended in me being given a customer service number. At this juncture, I want a refund that covers the entire cost. I am beyond frustrated with the poor customer service, run-around, and outright fraud, and would like a resolution as soon as possible.Desired Settlement: I require a complete refund.

Business

Response:

July 17, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for not contacting her sooner and that she had issued a credit for $50.00 back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: First of all, we made a reservation by phone for a 17 ft truck at the Lewis and Grand location. After I drove 45 miles to get to the location, the reservation was not honored. We had to drive an additional 12 miles out of the way to pick up a rental in [redacted]. Next we reserved a drop off for our one day rental at Mr [redacted] & Mr. [redacted]. When we got there Mr. [redacted] did not want to accept the truck. We returned the truck with the same amount of gas as when we received the truck. The next day Mr [redacted] sent us a fraudulent receipt for $46.20 contract no. [redacted]. There was the same amount of gas remaining in the tank when we left the truck with Mr. [redacted] as when we received the truck in [redacted] (12 miles futher away from where we reserved the truck- where we were supposed to get the truck).Desired Settlement: $46.20 for the fraudulent receipt plus $50 for my time wasted plus $13.80 gas for my vehicle to travel to Kenosha. Total Sought $110.

Business

Response:

August 1, 2012

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

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She left a message for Mr. [redacted] advising him of a refund for the fuel charges in the amount of $46.20 since the gauge was only off by 1/16th, and also a refund for the $50.00 Reservation Guarantee Fee for a total of $96.20. The refund for $46.20 was credited back to Mr. [redacted]'s Visa account ending in [redacted] and the refund for $50.00 was credited back to his Visa account ending in 8402. Both credits should post on his next credit card statements.

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 made our reservation with U-Haul two weeks prior to our travel date to be sure and have a truck reserved for us. Today July 30, 2012 my husband recieved a text message asking him to call and confirm our reservation with the specific location that we had one with. He contacted them and confirmed, they informed him that they did not have the truck that we reserved for August 1, 2012 available but did have the vehichle trailer available. We are moving over 200 miles away and have 3 days to make this move. My husband then contacted customer service to make them aware of the situation. They just told him to contact the store that does have the specific truck that we needed. He did so and was unable to reach anyone at that location. We had to contact another truck rental agency in hopes that they would have something available in such short notice. We are very unhappy with the customer service we have recieved and the added stress that this company has given us in an already stressful situation!

Product_Or_Service: 07/22/2012

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

We would like U-Haul to reimburse us the difference that we are having to pay Budget because of their company not following through with a reservation that was made two weeks in advance.

Business

Response:

August 14, 2012

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

Our records show Mr. [redacted] rented both a truck and an auto-transport on July 31st from our Odessa, TX U-Haul location. Ms. Judy Soper, our Executive Assistant for the U-Haul company of [redacted] TX, left a message for Mr. and Mrs. [redacted] requesting a call back if they wished to discuss their concerns further.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Haul in [redacted] WA on July 14,2012 for my move to [redacted] SD.I rented a 17ft truck with a car transport to pull my SUV. I traveled with a girlfriend. The cost of the truck was 1530.00 plus fuel. In [redacted] ND the carport blew a tire and had to call the highway patrol for help. The officer and myself called the 1-800 number from the booklet and told the call center employee about the breakdown, we gave the call center the information about the carport and they said it would take 2 hours to get a tire to us, they had to come from [redacted] ND. After the service center came the driver told us that the call center gave him the wrong information and he had a tire that fit the truck not the transport. The service center called his shop in [redacted] to request a correct tire and informed me it would take another 2 hours for the tire to reach us. There was no where to pull over or even find a safe place to park and the temp was 98 degree's. After the second time waiting for the tire, it came and the tire was for the carport but it was the wrong size, there was mis-communication from the call center to the driver and was once again told the wrong information to the shop. I talked to the call center and was told they couldn't get us another tire for some time, that really told me nothing just we would be sitting another 2 hours or longer to have someone find a tire. I was told since it was Sunday it would be a long wait. What if I had a child or infant with me or an elderly person we would be sitting in a hospital somewhere, it wasn't their relative so it wasn't important. I told the call center I wasn't waiting for 2 to 6 hours for someone to bring another tire if it came at all, my girlfriend and I took my SUV off the transport and we had to unpack the SUV and re-pack so she could drive it the rest of the was to [redacted], I had to fill the SUV up because I didn't think I would be driving it, so it wasn't filled up. This 3 hour trip from where we were stranded took us 7 hours.Desired Settlement: When I returned the truck on Monday I talked to U-Haul and [redacted] said they would reinburse the credit card I used she did 160 dollars, but her Supervisor promised another 200 dollars and a conformation e-mail for all of this, which I never recieved or the storage unit credit. I think this is so wrong of a large Company to do business like this, I know it only took a few clicks to take the cash from the credit card but why has nothing been done on to resolve this only promises not kept.

Business

Response:

August 13, 2012

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

Our records indicate a credit for $200.40 was issued to Ms. [redacted]'s Visa account on July 18th along with a supplemental credit for $160.00 issued to the same Visa account on July 25th. Both credits should post on her next credit card statement.

As we value Ms. [redacted] as a customer, we also sent her a $100.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: We had horrible customer service issues with one of the [redacted], NH branches for Uhaul. Our appoitnment was rescheduled tiwce at the last minute and then was delayed 2+hours on the day we were supposed to have our hitch installed. We were out valuable time that could have been spent packing as well as avoided a downpour. Throughout the whole thing we were treated rudely by the branch. We left several message for the manager of the store to contact us and have not heard back. I have called the corporate office twice now to discuss this matter and each time was told someone would get back to us within 72 hours. I have heard NOTHING! This company does not seem to care - not only how their branches treat customers -- but the coporate office treats them the same way!! I will never be using U-Haul again due to such horrible service.Desired Settlement: I would like a discount from my recent order of a hitch install. I have wasted so much time and effort on this company and have been treated beyond poorly.

Business

Response:

September 10, 2012

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

Mr. [redacted], our President for the U-Haul Company of Eastern MA, followed up on the information Mrs. [redacted] provided. He informed our office Mr. [redacted] was contacted and offered an apology for the experience they incurred at our U-Haul location. He also mentioned that the cost of the hitch was refunded in the amount of $124.95 back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently had a truck drive over and damage my lawn and hit the mail box damaging that also. My neighbor watched the whole incident out their window. Describing the truck, large, overhead storage with a trailer carrying a dark colored mini van. It was a U Haul which could be seen. This happened at 6:15 AM and The driver was attempting to turn around on a small side street and the neighbor stayed in the house because of the drivers odd behavior. I called local and regional offices with no luck. Twice I called the regional office with the promise of a call back. I never got one. They told me because I don't have a licence plate there is nothing they can do. The chances of an extra large truck with a trailer, pulling a dark colored mini van to me seem like a good description to narrow down a renter. What are the chances of a dozen large trucks in this area with that description?The reason I'm writing is U Haul takes no responsibility for the trucks they rent. If that was a child, would they give the same answer? When I spoke with [redacted] at the regional office she told me, it happens all the time, were always getting calls of damaged property. Obviously any inexperienced driver with a credit card can rent their truck and do as much damage as they wish with no recourse. I'm now out a couple hundred dollars because of U Hauls lack of care of what their trucks do when they are rented. They have no record of what is pulled on a trailer, they don't care. I was told by the office rep to make a police report. Do you really think the police have nothing better to do?Desired Settlement: It would be nice to have the damage repaired but I see this as highly unlikely because of the lack of care or concern U Haul has for public safety or personal property. To let someone with no experience rent a 2000 pound + weapon without any care of where their going or what they are pulling, it seems like the response I will receive is the that's to bad answer I've gotten twice already.

Business

Response:

October 23, 2012

Thank you for forwarding

Mr. [redacted]'s concerns to our office for review.

Our Field Manager for the

U-Haul Company of Eastern MA, Mr. [redacted], contacted Mr. [redacted]

to address his concerns. Although we are sympathetic for what

happened to his lawn and mailbox, unless Mr. [redacted] has a license

plate number of the truck that caused the damage, we are unable to

help pursue his claim. Mr. [redacted] advised us that Mr. [redacted]

understood the predicament.

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 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: 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: My wife and I, two seniors at 70 years old, rented a U-Haul to drive from Pensacola, FL to Melbourne, FL to move my granddaughter's furniture. We rented a U-Haul travel trailer to move three items of furniture. We left Pensacola on Wednesday, January 16, 2013 around noon expecting the trip to be about 9 hours. Once we got to Defuniak Springs, FL, we pulled off the road to eat. As I have pulled trailers my entire life, I did the usual check of the trailer to verify safety and noticed the wheel berring was hot. I called U-Haul roadside assistance and they sent someone to check the trailer. After waiting an hour or more, roadside assistance finally arrived. After checking the wheel berring, [redacted], the repairman, said the wheel berring could not be repaired and had to be replaced. The U-Haul was towed back to Crestview and we were given a new U-Haul. This added a few hours to the trip. We continued on and when we got past Tallahassee, the tire on the second trailer blew off!! We immediately pulled to the side, called FHP as it was raining and dark, and called U-Haul roadside assistance again. The trailer, as it now had no tire, had to be towed back to Tallahassee for repairs. We again waited for over an hour for a tow and once the man got there, he towed us back to Tallahasse and said he could not have us on the road until after midnight. He assured us a trailer would be ready the next morning. We got up the next morning and went to the man's shop where the U-Haul was with the furniture and were told they had not been able to reach a U-Haul manager to authorize repairs or transfer of our materials, that we would have to wait for a U-Haul manager to get to the facility. Finally, when one showed up, they authorized repairs and gave us trailer #3! The manager said keep our receipts for reimbursement and seek reimbursement for our trip. We finally made it to our destination, more than 24 hours after starting. Then the nightmare with customer service begins. First, the district manager promised to call back the next day after our initial call, never heard from him until a few days later. Call anyone else local and they send you through a phone chain. Finally, my granddaughter called corporate and made a formal complaint regarding the issue. The initial customer service lady was rude, told my granddaughter to get to the point as to why she was seeking reimbursement. After filing the company, [redacted], the executive assistant of marketing in the region, called my granddaughter back and said they would refund the hotel, but were not refunding the trailer rental because all of the faulty equipment was our fault!!! I have never heard something so absurd. The wheel berring issue he blamed on my speed, even though I was no where near the over 70 mph he stated. As to the tire, he said he was not refunding the money because they could not find the tire and because the trailer was dragged and it caused damage to the trailer. I am confused as to what I was supposed to do when the wheel fell off. Being on the interstate, I immediately pulled over. I have zero control as to where the tire lands or where the tire goes. Hopefully, Uhaul realizes that we could have been seriously injured due to their faulty equipment. [redacted] then proceeded to hang up on my granddaughter when she continually asked for his boss or the contact information for his boss. I have never in my life had such horrible experience or horrible customer service. I do not, in any way, know how U-Haul can treat its customers so rudely when such a traumatic experience has happened. My granddaughter then spoke to [redacted], who is Executive Assistant to the President at the corporate level, who explained that he was over [redacted] and could not believe that we had gone through three trailers and explaned that our issue would be going to a review committee and that we would get an answer shortly. My granddaughter called corporate back the next day, and nobody will connect her to [redacted] or can find [redacted], even when she gives them the extension. [redacted] assured her the issue would be heard and he apologized profusely for the employees behavior and our experience. He said the review committee board would get back to us with a settlement offer, but so far we have heard nothing.Desired Settlement: Refund of my hotel expense (which I was told was going to be back on my credit card and is not,) and refund of our rental fee.

Business

Response:

February 1, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Southern AL, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted] did in fact have an issue with the wheel bearings overheating on the 1st trailer he rented. Although it is clearly documented on our trailer that we recommend a safe speed of 45 MPH when towing the trailer, Mr. [redacted] stated to Mr. [redacted], our GM of our U-Haul Moving and Storage of Pensacola, that he was traveling at 70 mph. Mr. [redacted] relayed that traveling at the excess speed would cause the bearings to overheat. Our vendor that was sent out on the 2nd incident Mr. [redacted] experienced reported back to us that the U-Haul trailer had significant damage to the under carriage caused by having been dragged a long distance. The tire could not be located and Mr. [redacted] could not offer as to where and when the tire came off the trailer. Mr. [redacted] backed Mr. [redacted]’s decision to refund only the motel Mr. and Mrs. [redacted] incurred. Mr. [redacted] stated U-Haul incurred over $1,000 in service calls and transloading fees, not to mention the damage done to the under carriage of the 2nd trailer. After another careful review of the information provided and the research done, Mr. [redacted] advised our office their decision in the matter remains the same.

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,

To whom it may concern:

First, the trailer clearly reads that you may not go over 55 mph, not 45 mph as Mr. [redacted] states in his reply. When we spoke with the executive assistant to the president, [redacted] (at extension 313,) he told us that the speed is posted on the trailer to eliminate swaying, not for any other reason as to the maintenance of the vehicle and that would not be the cause for a wheel berring to go out. I believe Uhaul records their phone calls, so maybe someone should find that phone call and listen to what Uhaul told us after the fact. I was, in fact, going the 55 mph that Uhaul recommends, not the 70 mph that Mr. [redacted] stated to my granddaughter I was going. Further, I have still not received any explanation as to why Mr. [redacted] stated they took my word for teh wheel berring at the scene when in fact the mechanic provided by Uhaul took the tire off at the scene and in fact said the wheel berring could not be repaired and needed to be replaced. Nor have I received an explanation as to why I was towed to another town in the opposite direction as to where I was going versus finding a Uhaul in the town that I was in or near.

As for the wheel, I would like someone at Uhaul to explain to me how a 70 year old man is supposed to find a tire, on the interstate in a 70 mph zone, in the dark and in the rain?! As soon as the tire flew off, I slowed and pulled over and had FHP come to the scene to make sure we were not hit as it was raining and pitch black. That is the best explanation I can give them as that is in fact what happened. If the Uhaul trailer was properly maintained, perhaps the wheel would not have flown off and the $1,000 in stated damage would not have incurred. It is beyond comprehension as to why Uhaul would think that I would, for any reason, would withhold information as to where a tire landed. Again, let me reiterate the point that we were on the interstate, in the rain, in the dark. I have no clue where the tire went once it blew. And, let me state one more time that I pulled over as soon as the tire blew. not sure how anyone drives any amount of distance without a tire as Mr. [redacted] seems to think I did. Had my wife, grandaughter, or anyone else with zero experiencing pulling trailers been in the same situation, the outcome could have been grave. I just can not fathom how Uhaul is taking a situation such as this so lightly. We will make sure that nobody we know ever uses Uhaul, that is for sure.

Business

Response:

February 20, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Southern AL, reviewed the information Mr. [redacted] provided. As we value Mr. [redacted] as a customer, we sent him a VIP Certificate for $125, which is the amount of the base rental fee. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer and is valid for two years.

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 and install permanent hitches, along with boxes, bubble pack, rope, tape and propane

.

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 Friday, March 29,2013 I went into the UHaul office located at [redacted]. To rent a vehicle in which I was going to move a few pieces of furniture with my niece. Upon checking in with clerk, I specifically informed him that I did not want my credit card to be charged for this transaction. And that I would pay for the truck in cash. He informed me that the card would be charged a $100.00 holding fee, and that upon returning with the truck, my credit card charge would be reversed. And that I could then pay for the outstanding balance in cash. After waiting for over 2 hours for another party to use the one and only elevator, we were able to move our things out of the storage facility. The furniture was moved and the gas level was refueled to the. Same level as when I checked it out. We proceeded to go to the facility to return the truck. Upon walking up to the cashier , I was informed that he was going to charge my credit card in the amount of $34.40. At that time I informed the cashier that I wanted to pay by cash and that I did not want my credit card charged. After several minutes of him inputting information into the computer, the sales clerk then proceeded to say that he owed me a credit of $65.60. I then informed him that he did not owe me that amount,and that I owed U Haul a total of $34.40. He become very rude saying that since the clerk that completed the out going order incorrectly that I would have to have my card charged. I proceeded to tell him that I did not want my card charged and that here is the cash payment of $34.40. This sales person by then proceeded to tell me that the matter could be resolved by them voiding out this order, and resubmitting a second holding charge of $100.00 on my credit card again. I informed him that why would I allow U Haul to put a second charge on my account after messing up the first one? After going back and forth with this for over and hour, he stated that he could not do anything.Desired Settlement: Cont. of complaint - clerk stated that the original clerk input my payment method in as cash and not as a credit. I then informed him that, that was not my issue, all I wanted to do was pay my bill in cash. He then proceeded to speak with the district manager. He wanted me to allow them to recharge my card again. When I would not allow this, he hung up on me! There is more info. Desired Resolution- Employee reprehend to be placed in the employee's file. No charge for the truck renta.

Business

Response:

April 12, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the error. Ms. [redacted] assured our office the matter would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve 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: 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: 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: My husband, [redacted], made a reservation at the call center for a 20ft truck on May 25th - pickup June 27th 2013. (Reserv #[redacted]) He requested pickup at [redacted] or [redacted]. We live in [redacted]. We needed additional days & mileage to get to **. They gave us the xtra mileage & days. They were to send email confirmation. No email came. My husband checked on line. The reservation didnt have additional days/miles they'd agreed to & it had wrong size tk. Called Reservation Center again! They transferred him to scheduling who corrected the truck size but to fix mileage & days he would have to call customer service again. Called them & guy said hed fix the days & mileage & send email confirmation. No confirmation came again! My husband checked on line a few days later & still not corrected! he called customer service again & asked for a supervisor. They transferred him to reservations again. Reservations said they couldnt fix it & he needed to talk to customer service. He called customer service AGAIN & asked for a supervisor. Was transferred to a regional supervisor on the job for only 1 week. She said she couldnt fix it & to talk to customer service again. He said no you fix it. He was on hold for 5 minutes & she came back & said it was fixed & she sent a confirmation email. On June 25th we received email that we were to pickup the truck 60 miles away! Called customer service. Said they couldnt do anything. Asked for a supervisor. Couldnt get one. Called back to customer service still couldnt get supervisor. We wanted the truck available at a close location or extra miles for the 120miles we had to travel to get it. They said no we can have 60. Unacceptable! I called corporate who transferred me back to customer service!! I left a message for a supervisor to call. NO CALL of course! No other company has a truck on such short notice. Were stuck & they know it. Unacceptable!!Desired Settlement: We would like $300.00 back. That will compensate us for the AGGREVATION - and that's an understatement - we had to endure in dealing with their rude & unresponsive calling centers over & over again, elusive supervisors & corporate's lack of concern for the predicament we were placed in 2 days prior to picking up the truck for a cross country move - and it will compensate us for the round trip mileage of 120miles to just pickup the truck!

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office she sent Mr. and Mrs. [redacted] the following email:

Good afternoon, I am writing to you in regards to the recent Revdex.com complaint you have filed with your current U-Haul reservation [redacted]. I would like to apologize that we cannot provide a truck for you at our [redacted] location nor our [redacted] location, we do work hard to provide the equipment at the requested location however due to high demands we cannot always meet those requests. Based upon research I see we were able to provide you a truck at our [redacted] location which is 52 miles from [redacted], **. To compensate for the change in location we provided you with 60 additional miles ($24 discount/value), which is based upon our compensation policies. Should we not be able to provide you a truck at the preferred location we will compensate you with the mileage that will be placed on the rental truck caused from having to pick up there. We do not compensate the mileage that is placed on your personal vehicle nor travel costs associated with having to pick up the requested equipment, that is our customers responsibility. I do understand that this is farther than you preferred which is why we have provided the 60 additional miles at no cost to you and savings of $24. Additionally you had requested us to match the mileage and days offered by a competitor which, unfortunately was not originally placed upon your contract, I do apologize for that inconvenience. Only a select few of supervisors can authorize those matches and unfortunately when you called they were not on shift. On June 8th a reservation manager was able to receive approval to provide the extra day and miles which is a $174 value discount on your rental. Our efforts to match a competitors rates or miles/days provide prohibit any additional discounts placed upon a reservation. However due to the inconveniences caused by having to be transferred multiple times and calling different numbers I will issue a $40 VIP certificate which can be used at any corporate owned U-Haul center nationwide. The certificate number is [redacted] and will be automatically activated June 27th, 2013 and is valid for 2 full years. We have now issued $238 in discounts based upon the additional mileage and day provided at no cost to you, but to us, as well as the $40 VIP certificate. Should you need any more assistance you may contact us at any time. Once again I am sorry for the confusions and the inconveniences and I wish you the best of luck on your move. [redacted] Executive Assistant U-Haul Co. of [redacted] Office [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This solution was given to us by email while at the same moment [redacted] a supervisor was calling us telling us they would go get the truck and have it available to us at the [redacted], ** location which they did. So that solved that issue. We turned in the truck and the trailor without incidence and to this point we paid what we had expected and was contracted to pay. Uhaul needs to write to you and tell you what the final solution was - that is what I stated above. Then I can respond with an acceptance of the resolution Uhaul provided.

Regards,

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted]. I first want to relay my apology to Mr. and Mrs. [redacted] for misspelling their last name in my last response to your office. I meant no disrespect.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mrs. [redacted] provided. She informed our office she was not able to reach Mr. or Mrs. [redacted] by phone but did send them an email advising them that we had already notified the Revdex.com and if they needed further assistance to contact her 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,

Executive Assistant

U-Haul International

Review: Complete nightmare. I advised the rep. at the time I was shopping rates that I used PODS to move before. I filled the largest container fully & need exactly comparable to what I used. I was advised I would need 2 uboxes- 2 made the price less than PODS for shipping so I was hopeful but ordered 3 to be safe. It was nowhere close to the size & before too late forced to wait a day to wait on 4th UBOX - so I feel misrepresented & the cost is FAR more now. [redacted]/UBOX mngr admitted that this is a problem typical w/their reservation team & yet when I called to complain nothing was done. I advised [redacted]/manager on my pick up date to ship my boxes imm. 6/21 as my move in to ** was 7/12 & their delivery time is 11 days. June 24th I received a message my credit card was "declined" I immediately called & spoke w/ [redacted] who verified they miswrote the credit card #.I corrected the # w/her, all was well, & she verified w/me again that she would ship my items immediately & charge me the shipping too. she failed to do this. I assumed all was moving as the contract stated & per my convo w/ her & yet I rcvd email on 6/29 of late pymt fees. I called immediately again & could not reach the manager so I left a message w/ their cstmer service explaining again I gave [redacted] the correct card # already & they need to rectify immediately. No one called back, hwvr I was charged 7/1 for delivery fee indicating they had in fact had my correct card # all along & they failed to update their records. No one at any time advised me that my items were never shipped btw. I called again on 7/8 assuming since I was charged that items were shipped however they indicated they never shipped my items. I left numerous messages, emailed many times, texted, finally spoke to the gen. mnger who has yet to respond to me & cust.service. The nightmare & cost this has caused is unreal. I have home w/nothing, movers I had to cancel, no suits to start work, no RESOLUTION and ZERO response despite my many attempts they have IGNORED me.

Product_Or_Service: UBOX moving services

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just wanted my items delivered 7/12 as promised per my reservation, however due to their lack of response & attention they have provided no resolution & my move in date now will not be met. I now want a full refund for the suffering & extreme costs that I have taken on due to their error & simple lack of apology for their error. They insist on blaming me, when I have witnesses & evidence from my bank provided to them, that their claims of my card denial are absolu

Business

Response:

July 19, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Storage Manager for our [redacted] Regional Office has been in contact with Ms. [redacted] Ms. [redacted] apologized to Ms. [redacted]for her recent experience with our company. A refund of $450.00 has been processed to Ms. [redacted]s credit card and should appear 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 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: I rented a 17 foot Uhaul truck and a car tow in [redacted] to drive one-way to [redacted]. After driving half way to ** I pulled over to check to see why the car tow was becoming extra shaking. Two tires on the truck where flat. One tire was bold, where there was no rubber on part of the tire and the other tire had a hole in it. I called UHauls road side service who change the two tires after arriving 1 hour later then he left for another 1 hour to go back to get two tires instead on one. The drive to ** was really shaky and bumping and used over $200 until the tires where changed. After new tires where put on the truck the drive was smooth.Desired Settlement: I would like a refund. I have talked to [redacted] of ** ([redacted]) has refunded me 20% which was $101 and removed the gas charge of $151. I still received a collection notice for the gas. He stated that he can not issue me anything to provide to the collection agency about the gas being removed. The collection agency has no recored of the gas charges being removed. I would like a

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office a refund for $101.01 was issued to Ms. [redacted]’s [redacted] account on July 3rd in addition to the cancellation of her Promissory Note for $181.88. No further refunds or adjustments will be issued.

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: A rental truck was reserved online from the location guaranteeing a truck that was shown available and I would be notified next day of location for pick up and time. I received a call next day notifying that the truck I reserved was no longer available and no reason to be given they had said it was there busiest time of the year and they made a mistake. The only truck they could offer was two sizes lower than what I reserved and could get it not the day I reserved for use but the day after. And that was the only solution. I talked to another representative later and she was able to find a truck a hour away but I would need to go get it. I had to leave during work to drive to get the truck and was never told I would have an increase in cost for having to fix there one mistake already. And should not have to pay for a truck that there site guarantees or your money back but was charged triple the amount for the truck being out of town. I contacted customer service and they issued a complaint that was to be sent to the store and the representative on the phone fully understood my complaint. Upon hearing from the actual store that made the mistake the store manager denied my claim saying they do not guarantee the trucks and I was lucky they found me a truck? She couldn't answer any of my questions of how there business is run and that what she was saying was ethically wrong in business. I would never do business again. Especially when the rep says I will take care of this for charges but then denies once paid.Desired Settlement: I paid 117 for the truck on top of the 2 hours of driving time plus hours missed of work because they could only do it till 5pm. For there mistake in losing my already guaranteed truck I should not have to pay more to fix it. This has been quite the headache and I have never have had a company not once help the customer on their own fault. They lied on there guarantee and reservations this is not how business is done. I deserve a full refund, compensation for my lost

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 she sent him the following email:[redacted], I am writing to you in regard of the Internet reservation you made on the evening of 07/29/13 for a truck rental on 07/31/13. When you made your online reservation there is a box that you must check before you are able to complete the reservation request. It states that you have read and agree to the terms of the reservation and then the terms are listed. It states that every effort will be made to location your preferred truck as close to your preferred location, and you will be contact within 48 hours of your rental with a confirmation of where your pick up will be. After reviewing your reservation and rental file I am showing;Our Traffic Control Manager called and left voice mail on 07/30/13 right away in the morning to schedule your rental, as stated online. She left a message that your proffered location did not have a truck available and she informed you, of the closest location, She asked that you call back. To confirm you received this message. She also sent a text message. You were sent another text message later in the day by one of our Reservation Managers. I am showing that you then called back and spoke with [redacted]. You informed her that you needed to needed to pick the truck up that night now. [redacted] informed you hat all that was available for right now, was a 17' truck in Owatonna. You agreed and stated that would work and that you would be there to pick it up by 4:30 pm. Your rental was completed at 5:08 pm that evening. According to our records every attempt was made to schedule you at the closest location available to your proffered location, just as stated online when you made the reservation. I am unclear on what you are seeing as a reservation error. Please call me so that you can update me on any information that I may not have .We can discuss this and come to a resolution. Thank you, [redacted] U-Haul Company of Southern Minnesota, [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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.$50 reservation guaranteeWhen you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.+The agreed time was of the reservation. Your location was one to show a '17inch Truck available at that time and day guaranteed. I was contacted by your representative who could not offer my reserved truck all that was available was two sizes smaller and a day after the guaranteed date for pick up. according to the original reservation. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50I was never told about any difference in price when I agreed to drive to owatonna to get the truck. If I would of known I would never of agreed I would of just found another rental from a different provider in mankato for a fraction of the price and time investment. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. She informed our office she issued a credit for $50 back to Mr. [redacted]’s [redacted] account, which 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,[redacted]Executive AssistantU-Haul International