J.R.J. Tara Corporation

Review: Rented U-Haul to move 81 year old mother in law from [redacted] to [redacted]. Pick up location was changed two times. once on the morning of the move 15 miles away. Got truck in [redacted]. Drove to [redacted] to move mother in law closer to home in [redacted]. Rented truck for two days. dropped off the following night and calls u haul costumer service when I dropped off to let them know truck was in early. I was told that I should get a e mail in 24 hrs. . no email that Friday I get a email stating that I put 327 miles on truck. NO WAY. 122 miles mapped out with map quest checked and double checked all routes and only came up with 122. checked with rental place at drop off truck still in yard and has not been rented out . took pic of the odometer and it has 50 miles more than they reported on the millage in invoice miles should bee the same if truck never left the lot. Now I have to pay because I can not fight a million dollar company that can and will destroy a persons credit over a 89 dollar charge.Desired Settlement: just remove charges and do not mess with my credit

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], our Field Manager for our Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the picture submitted and reversed the Promissory Note in addition to the refund for the $50 Reservation Guarantee Fee that was issued to their Visa account. The refund 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,[redacted]Executive AssistantU-Haul International

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: 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 put in two extra gallons of gas and there was no refund or credit given for this. Of course if I did not bring the truck back without gas, there is a $30.00 fee plus $5.00 per gallon of gas. But when I leave extra gas - nothing. I mentioned that the trucks do not have a gauge for 3/8, the closest is half a tank.I complained that there was no way to estimate how much gas you would need until you used it. When I complained about the extra gas left in the tank the employee replied back "It's only two gallons of gas.", it is still almost $8.00 that does not belong to them. If the situation had been reversed I would have owed them $40.00. There was no information concerning gas credit and I found the manager and employees unwilling to work anything out. I rented a pick up truck! I will not use there business ever again and plan on telling anyone who will listen about the treatment I received fromU-Haul.

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Refund

A letter of apology, a $8.00 check and a policy change.

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email on May 19th requesting more information in order to obtain a copy of her rental contract in question. As of today she has not heard back. However, I would like to explain that our fuel policy is listed on the contract Ms. [redacted] would have signed stating U-Haul does not reimburse if the truck is returned with more fuel than when it was dispatched.

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: Cuando tome alquilado el vehiculo el millaje inicial fue de 13500.9, cuando lo entregue tenia un millaje de 13539., Me cobraron por 138 millas cuando en realidad solo recorri 39 millas. Ademas me cargaron un fee por gasolina, cuando yo recibi el vehiculo con medio tanque y lo entregue con mas de medio tanque. Hicimos la reclamacion a la empresa y esta se nego a tomar medidas para resolver la situacion. Estoy radicando esta querella, por entender que he sido victim de un fraude y robo.,

Revdex.com TRANSLATION:

When I rented vehicle, the initial mileage was 13500.9. When I returned it, the mileage was at 13539. They charged me 138 miles when in reality I only put 39 miles. Additionally, they charged a gasoline fee; when I picked-up the vehicle with half a tank and returned it with more than half. We contacted the business and they refused to take the necessary measures to resolve the matter. I am filing this complaint because I understand I have been the victim of fraud and theft.Desired Settlement: Que me devuelvan el dinero cobrado en exceso y que se disculpen por lo sucedido.

Revdex.com TRANSLATION:

I would like the excess billed amount refunded to me and would like an apology for what occurred.

Business

Response:

December 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Gm of our U-Haul Moving and Storage of Hunter’s Creek, had previously followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] came into his center on Saturday, November 23rd, and was issued a refund for $23.01 back to his Visa account. The refund 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. 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 UHaul trailer back in March 2014 to move from Philadelphia to upstate New York. Just a few weeks ago (six months after the rental date), I received an email that I owed UHaul $60 for a toll violation. I responded to the email immediately, asking for more information. I also supplied my license plate number and [redacted] number, explaining that I rent UHaul trailers all the time and have never had any issue going through tolls with my [redacted] in my car.

Someone replied and told me that it was a $30 toll violation with a $30 "administrative fee" but that their fee would be reduced to $5 if I paid right away.

I wanted more information first, so I asked a few follow up questions. They told me that the toll violation came down from the NY [redacted], so I called NY [redacted]. They had no record of the violation. After a few more emails back and forth with UHaul, they tell me it was actually from NJ [redacted]. I call NJ [redacted] and they do have a record of the violation. Unfortunately, they tell me, it's been so long since the violation occurred that it's gone to a collection agency and there's nothing they can do. So what shouldn't have been a violation at all--since I had [redacted] in my car--had snowballed into a $60 fine.

If UHaul had let me know about the violation when they received earlier notices, I would have been able to call [redacted] and get the whole thing straightened out for $0. Instead, I'm supposed to pay for the $30 violation and their $30 "administrative fee" when it's their fault everything snowballed like it did. Not fair.

What if they had neglected to contact me until the violation grew to a $300 fee or more? It's absurd that I should suffer for their negligence.Desired Settlement: I would like UHaul to realize that I'm a loyal customer, realize it's their fault this turned into a $60 fee because they didn't handle this in a timely manner, and stop requesting that I pay this absurd $60 fee. Oh and stop threatening to send it to a collection agency. Just drop it!

Business

Response:

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

Our Equipment Recovery Department advised our office the violation and administration fees have been waived and the billing account that was set up for Mr. [redacted] was cleared. I would also like to explain that all violations involving U-Haul equipment are paid as soon as received to avoid any escalation of fees. We then research the issue and contact our customer who had the equipment in their possession at the time of the violation for payment of the violation.

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. Many thanks to UHaul! I have been and will remain a loyal customer.

Regards,

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: 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

Review: I was quoted from U-Haul online $141.00 USD for the truck one way for [redacted] to [redacted]. I selected the SafeMove Plus insurance on the website which was quoted for a total of $28.00 USD. The total of my quote for the rental and insurance was $169.00 USD.

Issue #1:

I picked up a U-Haul 17' truck from [redacted] in [redacted] on Saturday, Dec 13, 2014. When I walked into the store I was told to go to the back office and talk to the manager/owner of the business. He proceeded to look at my drivers licens and take down information from it. He gave me the key for the truck without providing me any paperwork for the rental. When I checked the reservation/contract later that night, the insurance was doubled without my consent or agreement to $56.00 USD. I called U-Haul to get this resolved and they stated this was not standard protocol for renting a truck.

Issue #2:

I returned the truck after hours to the [redacted] location in [redacted] on Sunday, Dec 14, 2014. I filled up the gas tank with unleaded to 1/4 of a tank of gas as shown my my gas gauge. I noticed a couple times I stopped on the way back from [redacted] that when I shut off the engine for a period of time, the gas gauge would drop the next time the engine was started. I believe there is an issue with the trucks gas gauge as when I parked the truck and turned the engine off, the gas needle was perfectly aligned with 1/4 of a tank. I was notified via email of a new $30.00 USD charge for the vehicle not having a 1/8 tank of gas instead of 1/4 tank of gas.Desired Settlement: Please correct these billing errors, including honoring the original quoted price due to the circumstances explained above. Since the vehicle clearyl has a faulty gas guage when sitting at rest for a period of time, please correct the $30.00 USD additional charge. If you have already charged my credit card, please refund the difference.

Business

Response:

December 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] and [redacted], followed up on the information [redacted] provided and sent him the following email:[redacted]; Thank you for allowing us the opportunity to review your complaint your recently entered. Our Marketing Comapny President has gone over your statement and we wanted to let you know what our position is on this matter. Safemove insurance is charged at a daily rate. Which on your rental it would be $28 per day, but we will go ahead and refund your creidt card back the $28 for the 2nd day due to the lack of information that you received when you picked the equipment up at our dealer. As far as the fuel charge of $30, we will not be refunding this. We have reviewed the repair history for the last 6 months and there has not been any fuel related issues with this equipment. Please contact the Marketing Company that you returned the equipment to as we do not oversee that location, [redacted], for any furhter issues to the return of the truck. Your refund of $28 has been processed today, 12/17/14. We sincerely apologize that you had issues with your equipment rental, and they will be addressed with the pick up location in [redacted]. We do Thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Happy Holiday's Regards, [redacted] Executive Assistant U-Haul Co or [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 have been requesting a change of date for a storage unit since 2011. I have had to have an advocate from the [redacted] advocate on my behalf . This past summer finally with the help of the advocate , she was successful on changing the date. This change of date marginally made my life better. I live in extreme poverty . I have lost my home , and had to put the rest of my belongings in storage. I rely on Social Assistance for the first time in my life. After paying my storage I have 40.00 left for food for the month . A fact known to the manager [redacted] and the President of the company .My cheque come in on the first. My storage was due on the 22nd . The week late always cost me late payment costs. Leaving me with now 25.00 I repeatedly told this to the manager . There is a long story of years of this manager being rude. I can send a further letter. Once the date was changed I saved that late fee.I also incurred late payments in excess of 15.00 because I simply did not have this money ,so I scrambled trying to borrow it.Several times I had pre liens and liens...and almost lost my storage.I have lost everything and now this was always a threat.I finally got the acknolwedgement and a 40 certificate was issued by the area manager not [redacted].I was happy with this and never would have pursued any further ,until I went in on the date the payment was changed and [redacted] said to me . You made me look like an as...and he said I had to pay the full amount because he could not find it in his records.I pursue it now..because [redacted] has treated me with no respect and no dignity .The change of date could have been done , saving me hundreds of dollars of fines over the years.I speak in public on Poverty and told the President . I was given a letter threatening to evict me if I did not stop harassing [redacted]. I am now extremely upset , because it seems I have no recourse . U-haul has the power to evict me and I have nowhere to go.This is a victimization of my rights to file a complaint.Desired Settlement: DesiredSettlementID: Refund

I am asking the company to return all monies paid in late payment fines, pre liens and liens on my storage unit. It was shown that my request of changing the date could have been done as the regional manager had done and apologized.I have asked repeatedly for these amounts and the manager will not give them to me.They are in the hundreds of dollars.I have no recourse but take this back to the regional advocate from the [redacted].There is more but have to leave o

Business

Response:

December 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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

Business

Response:

December 19, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office that him and his staff have corresponded with [redacted] by email on several different occasions. [redacted] sent the following email to [redacted] recently. Please be advised our decision in the matter remains the same.[redacted], first I will inform you that [redacted] is actually [redacted] and she is still employed by U-Haul. Secondly I instructed [redacted] not to print off all those receipt and to direct you towards U-Haul Premier Storage Account on line so that you could at your leisure go through your ledger. It is not our position to find out every customer personal financial circumstance or how they will be paying, we have late fees for a reason. I will caution you on your threat of [redacted] This Week and The Standard as this could be considered slander, please also be advised [redacted] now feels you are harassing him (bill [redacted]). At this time I will advise you there will be no further discounts or refunds. I will once again tell you [redacted] is not going anywhere and if these action continue I will have no choice but to send you an eviction notice from our facility. Thank you [redacted] President [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

I rented a vehicle from the moon township location. And I never signed anything nor was I informed that if I returned the vehicle to any location but them I would be charged for it until the next business day. They Charged me $192.00 I would be willing to settle for $162.00 Since both I and they are correct but again I signed nothing that said that.
The Manager Mr [redacted] also was unhelpful and extremely rude and unprofessional.

Review: On Monday, June 24, 2013 I placed an order via the U-Haul website for a 17 foot truck, to be picked up in Lindenhurst, NY on Saturday, June 29, 2013 and returned in Smithtown, NY on that same day. The website clearly stated that the locations selected for pick up and drop off were preferences, and that they were subject to change depending on inventory. On Friday, June 28, 2013, in the late afternoon, I received a phone call from U-Haul stating that they were cancelling my reservation, due to a shortage of trucks. At no time during the reservation process, nor in any of the subsequent emails sent by U-Haul, did the company make mention of the possibility that my reservation may be cancelled 18 hours before my family was due to move to our new home. The U-Haul representative's attempts at providing a solution included giving us a cargo van, which is clearly insufficient to move a family of 4 from one home to another, or that our family should postpone our move. As for most people, an inordinate amount of planning went into orchestrating our move, and re-scheduling at the last minute was not an option for us. I am disgusted at what appears to be standard practice for this company.Desired Settlement: I would like U-Haul to stop overbooking their trucks. I would like U-Haul to honor the reservations that it takes from consumers. I would like U-Haul to discontinue the practice of taking reservations that it cannot honor. I would like to receive an apology from U-Haul for the undue stress that they imposed on myself and my family.

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: I contracted with the [redacted] U-Haul to rent 5 "U-Box" storage units. These units were placed on a monthly billing plan, and I was able to load my items successful into the boxes from my prior home. A delivery was scheduled and successfully removed from my prior home.

When I was ready to take delivery of my possessions for the home I was moving into, I called to schedule delivery of my items and U-Boxes.

-I first called on Monday June 10, 2013. I reached a national call center who promised a return call from the site. I did not get one

-I called again Tuesday June 11. I reached a national call center who told me they could not reach anyone at the [redacted] site. I did not get a call back

-I called again on Wednesday June 12. Same outcome. The [redacted] site refused to contact me. I filed a complaint with UHaul

-On Thursday night, I received a call and was promised delivery of 2 of my boxes on Friday the 14th and 2 of them on Saturday the 15th

-The boxes were not delivered Friday (although I paid movers to work on that day, losing $200)

-The boxes were delivered Saturday. The driver explained he was "sick that week and there's no manager to take customer calls"

I requested that the empty boxes be removed within 3 days.

It is now 12 days later and UHaul has not removed the boxes from my property.

-Uhaul [redacted] has AGAIN refused to return my phone calls

-Uhaul [redacted] has AGAIN refused delivery/takeaway of the units in a timely fashion

-Uhaul [redacted] has attempted to bill me additional rent and late fees during this time thay they refuse to remove the boxes

In short, Uhaul has failed to remove their boxes from my property, and have charged me additional rent and late fees during this time. they further have failed to return any of my calls or to speak with me.Desired Settlement: 1) A manager from the [redacted] site MUST contact me by phone.

2) UHaul must remove the units from my property immediately. They are there in violation of town code at this time and preventing me from parking my cars

3) UHaul must reverse the charges and late fees made to me because of their failure to remove their boxes from my property. This includes all rent and fees accrued on and after June 20th

Review: I am filing a complaint and requesting help from the Revdex.com regarding a U-Haul rental truck that I rented back in July of this year (07/26/2012 to 07/29/2012) to move my possessions. When I picked up the truck, the oil light was on. When I expressed concern about the oil light and questioned the individual at the rental location, he told me that, U-Haul told him the truck was fine, there was no problem with the truck and that I should take it. This individual was also a mechanic and he checked the truck for U-Haul. During the time period while I had the truck it developed additional mechanical issues, an engine light came on and the air conditioning system of the truck failed on one of the hottest days of the summer season (temperatures were reported to be in excess of 103 degrees Fahrenheit). When I called U-Haul about the engine light they told me they would not send a mechanic out and I would just have to keep the truck the way it was. The trip was over 9 hours long. As a result of the hot temperature, lack of air conditioning and extremely long trip, I became ill during my trip and it was necessary to hire extra help at my destination to help unload the truck as I was too ill to help unload it myself. In addition I used approximately twice the amount of fuel that I should have (I know this since I needed to use a second truck to complete the move of all my possessions with the same weight load and same distance at approximately half the fuel cost). I originally tried to contact U-Haul regarding this matter, an individual called me back from an un-listed number and when they did leave a message there was no contact number provided where I could reach them. When I called U-Haul back at the toll-free number and tried to contact the person that originally called me he would not return my call. U-Haul did provide a $75 dollar refund, but the additional costs as a result of their dysfunctional vehicle totaled over $400, so a $75 refund is not sufficient in this case.Desired Settlement: I believe that a $75 refund is insufficient for the extra costs I had with this vehicle. I rented 2 trucks from U-Haul, at a cost of over $1400 for both trucks. The second truck worked fine, I have no problem paying full price for that truck, but with the first truck not only did I pay full price, it cost me an additional $408. U-Haul should at least reimburse me for my additional costs.

Business

Response:

October 18, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Field Manager for the U-Haul Company of Tidewater located in

Portsmouth, VA, followed up on the information Mr. [redacted] provided.

He informed our office he left a message for Mr. [redacted] requesting

a return call to personally discuss his concerns and reach a more

amicable resolution. He did mention that the rental of a 26-foot

truck towing an auto-transport loaded with a full size SUV would

cause the truck to incur a greater fuel consumption than the rental

of just a 14-foot truck. However, Mr. [redacted] will address all Mr.

[redacted]'s rental concerns when he speaks to him.

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,

Thank you for the updated information to this response.

I did receive a voice message from Mr. [redacted], however as of Monday Oct 22nd, 2012, the complaint still is not resolved. I tried multiple times to reach him at the number he provided yet was unable to. He did finally leave a message which mentioned he would call me this past Saturday, Oct. 20th at 12 noon. I provided my cell number so that he would be able to reach me if I was not at home. I waited until 12:40 pm and there was no call from him so I call the 800-customer service number he provided to inquire if he was going to call me. He did return my call within 10 minutes. However, he was never provided with the correct information regarding my rental contracts and could not find it in the U-Haul record system. He has confused my second rental with a previous rental from many months ago. This is just an example of what I have had to deal with since the end of July regarding this issue. The first field manager would not return my calls and ignored me totally regarding this issue and now a second manager who was not given the correct information is asked to take over. I called back to the customer service 800-number and requested a supervisor call me back today (Monday Oct. 22, 2012) to handle this issue. As of 11 am I have received no calls regarding this matter. I am providing the contract numbers for this complaint since U-Haul cannot seem to find them in their system. The contract numbers are [redacted] and [redacted]

Business

Response:

November 27, 2012

Review: I am complicating because they gave out my information including name amount and addressee.

They have defamed my name and character. If they gave out information to her I dont know who else they gave it to other people. I feel violated and don't know who other than her have my information.Desired Settlement: I just don't want my information connected to other people and they don't have the right to give out my information. I don't want to do business with them any more and hope they don't do it to others. This is discrimination and unethical practices and they defamed my character saying I did not pay. I signed a contract between me and Uhaul not no one else. I really feel violated.

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Representative, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and left a message on her voicemail explaining the transaction with authorization number [redacted] will not be processed and if she does not find the funds returned to her account soon, to please contact her bank and provide them with the authorization number.

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

While it may have been imbedded in my contract, I was not verbally informed of a $30 "Fuel Fill-Up Service Fee." My total mileage was 16.3, for which they also charged me $29.50. When I addressed this with the store, the impled message was that it was my job to make sure U-Haul doesn't cheat me.

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: I placed a request for a rental on 10/24/2013 to pick up a 14' truck from [redacted] on Saturday November 2, 2013 at 9:00am. I arrived at [redacted] on Saturday 11/2/2013 at 9:05am and was told that I did not have a rental waiting for me there, the woman at the front desk told me that she had never received a reservation from headquarters, I retrieved my confirmation email and gave her my order number, she looked it up in the system and then stated that someone from the U-haul office located at [redacted] had reached out to me and said that they spoke to me and advised me that I would have to go there to obtain my rental. This is false, I never received a phone call or an email other than my confirmation email dated 10/24/2013 from U-haul or any of its representatives. The woman also told me that my reservation is guaranteed or U-haul is to pay me $50.00. I then had to leave that location and drive to [redacted] to obtain my rental. When there I informed the woman of the problem and wanted to know who had claimed that they had spoken to me and how to resolved the matter, she simply shrugged me off stating that she didn't know anything about that and to call ###-###-#### and talk to them. This completely inconvenienced me as I didn't get my rental until almost 10:00am and this location was further away from my destination which resulted in me putting more miles on the vehicle and costing me more for the total rental. I called the above mentioned number on Monday 11/4/2013 only to be told all the managers were out and my information would be forwarded and someone would reach out to me within 2 days this did not happen so I called again on Wednesday and was told that a manager would get back to me that evening, again nothing. I called Thursday and was told the same thing again, and again nothing. I called on Friday around 12:30pm and got one young lady who said she was the only person in that entire regional office and that no manager was available for me to speak with as she was all alone, she then stated that she would send an email to a manager and they would get back to me and again nothing.Desired Settlement: I would now like the entire cost of my rental refunded to me, at the very least I expect the $50.00 owed me for false advertising as U-haul guarantees my rental and they fell completely short in doing that, then bounced me around for a week.

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

F[redacted] our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] had scheduled herself for pick up at our [redacted] U-Haul location in [redacted]. The U-Haul truck we had available had broken down and her reservation was moved to a location less than 3 miles away. Mr. [redacted] stated we failed short of our obligation and issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. She also left a detailed message for Ms. [redacted] and asked for a call back to discuss the situation.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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: Regarding: Filing a Complaint for U-Haul Contract [redacted]

I am highly frustrated with U-Haul. I have had nothing but a bad experience with this company.

I placed an online reservation on 8/11/2014 for a truck rental scheduled for 8/15/2014 and returned on 8/16/2014. Today is 09/02/2014 a hold is still pending on my account/card for the additional mileage for the rental. On 08/15/2014 a hold of $75.71 was placed. This was for $29.95 truck rental + $14.00 insurance + $10.00 dolly + $21.76 mileage and taxes. When I returned the truck an additional hold/authorization of $88.11 was placed for the additional miles. Then a few hours later the full charge of $163.82 was placed on my card, but the 2nd hold of $88.11 for the extra mileage as still pending on my account. I have not been able to access my funds for 17 days because of this excessive hold timing practices in addition to the bait and switch advertising that the 26 and 24 foot trucks were available.

Because no one has bothered contacting me about my account and concerns of not getting the truck I reserved that was advertised as being available upon booking the truck, I am now contacting the Revdex.com and [redacted]! In addition to the pending hold on my card. I am very disappointed in how the company conducts business. I reserved a 26 foot truck and then got a call stating only a 24 foot truck was available. I agreed to the 24 foot truck since I was moving a 4 bedroom house and 2 feet wouldn't make that much of a difference. Then the day before my scheduled pick up, I get a phone call stating the only truck available is a 17 foot truck. I then replied to the person that called me, that "I am moving a 4 bedroom home with a 17 foot truck!" I explained this would take forever and more loads than what we had planned and more/additional time and expense for the extra help booked. She then told me that, “I would get the $50.00 and hopefully that will take care of the extra expense.” Well it did not! I had to make 3 additional trips and the mileage that should have been only 25 miles, turned out to be over 100 extra miles and I was charged $0.89 per mile even though I asked if that could be reduced since I was not given the truck I reserved for the 2nd time. She stated no, they/U-haul could not do that.

I also called customer service and the lady told me I would need to speak to the person that scheduled the 24 foot truck and find out why it has changed to a 17 foot truck. So the rep forwarded me to [redacted]. [redacted] told me sorry and that I would have to take the 17 foot truck even though she scheduled me for the 24 foot truck after I talked to her the first time.

What a shame. This move should have only cost me $95 max including gas. I was billed for $163.82 because of the smaller truck and the additional miles. I also spent $42 on gas to refill the truck since we had to take so many extra trips. My family and I started moving that morning after we picked up the truck at 11:00 am. We did not finish until 5:00 am the next morning. This was supposed to be a 5 hour max move and it did not work out that way because of the way U-Haul conducts business with this bait and switch operation. Calling a customer the day before their rental letting them know they would not get what they had reserved is unacceptable and puts a huge inconvenience on the customer. I had to spend my time preparing for the move, not call around looking for a truck from another company that reflected what I had reserved from U-Haul.

This is not the only issue I have had with this company. On 06/04/2014 I reserved a cargo van and went to pick it up and was told I could not since I owed a bill. Yet again, this inconveniences me tremendously not to mention I was highly embarrassed that I could not pick up the van I reserved. I was moving a project I had been working on for a client and could not do so. I had to find another company to do so. I was told I owed a bill and I did not. This was an error on this company! I had to go home and go through all my emails and bank statements to show I paid the bill.

I expected a phone call for these issues to be resolved, but one has called me. I have placed feedback regarding all this and nothing. I guess I am not important enough to get a phone call or to release the hold you have on my account/card that has been on hold for 17 days! I have called several times. I have been hung up on several time during "call Transfers" to supervisors or other upper management personnel. Finally today (9/2/2014) I was told by a customer service rep via his supervisor that I needed to speak to [redacted] (not sure how to spell his last name), the person that closed my dispute on August 15th because of the 24 foot truck was not available. I call his office (###-###-####) and the person that answered the phone ([redacted]) stated he did not work in that office. Then she stated he was not in. I asked for a fax number, she said they did not have one. She took a message, but I do not think I will get a call or resolution regarding these matters. I have wasted time trying to get this resolved. I was told by my bank that the hold was placed on my card and the hold was set to release on October 16th, 2014. This is unacceptable business practices.

I was told to fax over my bank statement that showed the hold, and I did so on 9/02/2014, to the number the customer service rep gave to me. These issues have not been resolved and I have yet to receive a phone call from anyone at U-Haul.

FYI: Mileage to rental facility to home moving from is 2.7 miles + mileage from old home to new home is 16.1 miles + new home to U-Haul is 19.3 miles = 38.1 miles. When I picked up the U-Haul I was per billed for 16 miles at $0.89 a mile. If I would have gotten the truck that was advertised as being available then I would have only had to pay for 22 extra miles = $19.67 and probably $20.00 to fill the truck back up. Since I was not able to pick up what I reserved and what was advertised as available, I paid more in monetary and countless hours of inconvenience to me and my family for time spend moving and me calling to get these issues fixed to no avail.Desired Settlement: My desired outcome is as follows:

1. The hold of $88.11 that was placed on 08/15/2014 be released eminently.

2. A refund for the additional mileage paid when returning the truck on 08/16/2014 in the amount of $88.11.

I do not want store credit or a gift card.

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located in Portsmouth, followed up on the information Ms. [redacted] provided and sent her the following email on September 3rd in response:

Ms. [redacted] we apologize for any problems you experienced with your rental as a result I am prepared to offer you a refund of $68.82 that will make the cost of your rental $95.00 which is what you would have paid had to receive a 26 ft. Please respond by email letting me know if this meets your approval.

Our records indicate a refund for $68.82 was issued back to Ms. [redacted]’s [redacted] account on September 5th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am still not happy or satisfied with U-Haul Corp at all! The reply from U-Haul did not address my other issue in my complaint.I have attached my bank statement that shows today's date of September 29, 2014, as anyone reading the statement can clearly see, the $88.11 is still showing as a pending charge for the authorized date of August 16, 2014. This issue has yet to be resolved. I have also attached a letter and the bank statement I faxed over to their credit department on September 2, 2014. Even after doing this per the request of U-Haul, I never got a phone call or any communication from this department.I have called several times regarding this and still no release. I have given U-Haul all the information the bank needs for them to send over the release to release the hold on my account. I have called my bank several times also and they say they have not gotten a release from U-Haul to take the hold of $88.11 off my account and release my funds that has been held by U-Haul for over 44 days now. My bank also informed me that the hold/authorization has been placed on my account until October 15, 2014. This is ridiculous!I have wasted several hours calling, emailing and filing a complaint and still nothing! The person that replied to this complaint did not do a through job in reading the complaint and addressing all the issues with the complaint.I did receive an email from Steven Ivery on September 3, 2014 stating what the person stated in this reply to my complaint. However, he nor has any other representative from U-Haul address the other issue in my complaint both to the Revdex.com or U-Haul directly regarding the hold on my account that still is present.

Regards,

Business

Response:

October 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed the information Ms. [redacted] provided. Standard procedure is for a credit card company to automatically drop the hold within 10 days if a charge is actually not sent in. Our records indicate a request to release the hold was sent by U-Haul on September 2nd and then again on September 12th. Mr. [redacted] relayed no further action will be done.

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