J.R.J. Tara Corporation

Review: On 12/5/2012, I visited U-Haul store #885061 in Houston to pick up a reservation for contract # 92708747. I received a truck with no ramp and didn't find out until I arrived at my location. I wanted to be compensated (no money exchange) by receiving the right truck, appliance dolly and mileage at no charge the very next day. I was offered by Cynthia Torres (Store Manager) to be refunded my cost for the truck and appliance dolly but not mileage. I declined that offer. I felt that I wouldn't have incurred mileage knowingly having an improper truck. Cythina Torres got argumentative repeating several times I was informed that the truck had no ramp and that I agreed with her resolution. I became very upset with her dishonesty and unprofessional behavior so told her that I was ending the call and to never contact me. Here are the facts:1. I was never told the truck has no ramp.2. I never agreed to a partial refund3. I rented the truck with an employee named Rick at 6:04pm. There were no people in the store front or outside when he walked me to the truck. However there were some people in the back office of the store. No one heard our conversation at all. I felt this was important to mention because in one argument I had with Rick, he shouted that he had witnesses to our conversation which was a bold lie.I have more details if neededDesired Settlement: At this point, I want to be refunded everything including mileage for the way I've been treated by several of their employees. This has become a matter of principal for sure. It is costing me more than I am asking to be refunded but like I said this is a matter of principal and I value my principal.

Business

Response:

December 18, 2012

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

Our records indicate a credit for $39.65 was issued back to [redacted]'s Visa account on December 14th. The credit should post on his next Visa 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by U-Haul in reference to complaint ID 9336739, and find that this resolution would be satisfactory to me. I have received a credit in the amount of $39.65 as requested along with a letter of apology with supporting documents. I consider this complaint resolved.

Regards,

Review: On 09/31/2012, about 1210 hours, I contact U-Haul to rent a truck to move my family to Tennessee from California. I talked to sales person, [redacted], I was told I could rent a 17 foot truck for 7 day plus mileage for about $1,402.50. I told [redacted] I didn't need it for 7 days. I was told by her that U-Haul charges 7 days, but if the truck is returned earlier than the difference would be refunded. I went ahead and rented from U-Haul under that agreement. I picked up the U-Haul on 09/22/2012 with no problems. I returned the U-Haul truck on 09/25/2012. When I was on the road, I called to confirm my drop off location and talked to sales person, [redacted] #[redacted], who told me that's not the policy of U-Haul and I would not get a refund. I have asked for the phone records to be reviewed and was told only the last five minutes on the conversation could be reviewed. The refunded amount is $601.05. Currently U-haul is offering me $140 plus $40.00 in VIP U-Haul credits. This is no way close to what I was told. Please Help!Desired Settlement: I would like the agreement from the first conversation to be honored by a refund of $601.05.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Senior Customer Service Agent, followed up on the information Ms.

[redacted] provided. He spoke to Ms. [redacted] and addressed her

concerns. Please be advised that a one-way rate is a flat fee that

includes a set amount of days and miles to complete the more. We

provide an ample amount of time and mileage to complete their move

safely and in case they incur unexpected detours out of their control

along the way. The flat rate is not a multiple charge of the days or

miles allowed. While there is no discount for unused days or miles,

we encourage our customers to return the rented equipment as soon as

they are finished with their rental to enable the next family to

start their move. In an effort to bring closure and acknowledge the

inconvenience Ms. [redacted] experienced, Mr. [redacted] issued a refund

for $140 back to her Visa account. The credit should post on her

next credit card statement. As we value Ms. [redacted] as a customer,

Mr. [redacted] also sent her a $40 VIP Certificate that can be used toward

a future purchase or rental on the many products and services U-Haul

has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

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

Regards,

Unfortunately, this is not satisfactory to me. I recently received a telephone recording of my first conversation when I was making my reservation. In that recording the sales person can clearly be heard saying, " sorry it took an hour." To my surprise the recording I got was only 5 minutes long. It was manly my credit card information U-haul kept! All other statements about the refund seemed to have disappeared. I shouldn't be penalize for something a sales person said if it was not their policy in the first place. I feel they got my business dishonestly by lying to me and I believe in fairness, they should be accountable! I feel like they have stolen about $600 from me and my family.

During that original conversation I was told I would be refunded any days unused, once I turned the truck in and only then was I told that will not happen. I had another rental carrier company I was going to use, but the U-haul sales person reassured me that I would receive the refund, which won my business. I rejected the $140 when it was offered to me. I do not want the $140 and that does not satisfy this complaint. It is $560 short of what I was told I would receive! I want them to honor the contract as stated over the phone! I have attached the recording to this reply.

Also, I have copied and pasted the emails I received from U-Haul about the recording below;

No,

I'm sorry. There were technical difficulties to our recording system

and that is all we could retrieve. Please contact customer service at

###-###-#### if you have further questions.

Review: I've needed to rent trucks to help clean out my Aunts home. My first rental was a 17 foot truck in March 2013. I had paid $102.53 on the day of the rental. I returned the keys in the drop box after closing which I was told was okay by the counter man. On a second rental reservation April 2013 my rental was delayed because I had an "eAlert". This unexpected "eAlert" was refusal to rent further vehicles until I paid an additional 101.81 which broke down to for gasoline $37.00, gasoline pumping fee of $30, $10.00 cleaning fee. Since they took the receipt for these additional fees during the paperwork shuffle I cannot explain what the other $30.00 was for. Upon returning the second rental which was a cargo van I found that I had filled the gas tank past 3/4ths which is what the van was at when I picked it up. Though I had to pay $67.00 to them for an alleged gas "underage" they refused to refund my accidental overage due to "policy"These people need to be looked into. They deal with people in transit who are often out of state or money by the time they realize that they have been taken advantage of. It is poor business practices.

Account_Number:[redacted]Desired Settlement: Refund

I would like for them to refund the additional charges form the first rental in full and refund the 1/4 tank of gas that I put into the cargo van.I would also like to see a published policy change. If they collect on gas shortages they must refund gasoline overages with receipt of gasoline as proof. They must stop adding additional fees after rental agreements are signed.

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 inconvenience she experienced and listened to her concerns. They were able to reach an amicable resolution. A refund for the $37 fuel charge was issued back to Ms. [redacted]’s [redacted] account and should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $10 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

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,

Patricia M Martin

Review: Since 2/28/13 I have spoke to 5 different Uhaul agents via phone calls and communicated 2 times via email with a Uhaul customer service representative, regarding the wrong tow dolly that was supplied and my request for gas/mileage refund. I feel that I am being ignored since there has been 6 request submitted asking for someone to call me back. Each time the representative tells me it will be 24-48 hours before someone will call me. It's almost been 1 months and still no one has contacted me regarding my complaint. This is my complaint to Uhaul: When we left (4am) on 2/28/13 (from New Haven, CT) it was dark and we were unable to attach the car to the tow dolly, so we drove until we had day [redacted] to hook it up. We stopped just outside Hamburg, PA only to find out, after spending 1 1/2 hrs trying to get the car on the dolly and speaking to a Uhaul rep. ([redacted]), that they supplied us with the wrong tow dolly for my car. I called and spoke to [redacted], who verified that I was given the wrong tow dolly and he gave me the address of a Uhaul location in Hamburg, PA to return the dolly. He also mentioned Uhaul refunding the cost of tow dolly. When we dropped the dolly off at that Uhaul location, the gentleman working also confirmed that I had the wrong tow dolly for my car. So I ended up having to drive my car from Pennsylvania to Tennessee. I ended up having to pay for gas for the Uhaul truck AND for my car AND also put an additional 700 miles on my car. I rented the tow dolly to avoid additional gas cost and mileage/wear and tear on my car. I believe that Uhaul should definitely #1 refund the cost of the tow dolly since it was not the correct equipment and it was unable to be used and #2 they should ALSO refund me for the additional gas money that I had to spend #3 AS WELL AS the additional and unnecessary mileage I had to put on my car. Mileage along with wear and tear on my car is something that I can't get back. I would hope that Uhaul's customer service is better than this.

My phone calls are not being returned at all....no one will even call to discuss this issue with me. I'm being ignored. The truck was paid for, the dolly was paid for, the truck was returned on time, the truck was returned with proper/agreed upon fuel levels, the truck was clean and undamaged. I held up my end of the agreement....I think Uhaul should recognize that and resolve this issue in a timely manner.Desired Settlement: I believe Uhaul has the responsibility to contact me regarding my complaint and refund request. I also believe Uhaul definitely has the responsibility to negotiate a refund for the tow dolly, my fuel cost (for my car) and mileage/wear and tear on my car.

Business

Response:

March 29, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of CT, followed up on the information Ms. [redacted] provided. She informed our office she reviewed the contract and spoke to our Area Field Manager for the drop off location. He relayed there was no employee by the name of [redacted] at any of the locations in the area. Ms. [redacted] stated tow-dolly and Ms. [redacted]’s vehicle were a good match up. Had Ms. [redacted] contacted us when she felt there was a problem, we could have assisted her with the hook up. Ms. [redacted] also mentioned there were no notes documented on the contract to back Ms. [redacted]’s claim. She concluded a refund was not warranted.

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 absolutely do not accept the response from Uhaul. Ms. [redacted] should read my complaint more closely. I stated that after having trouble with the tow dolly, I called Uhaul and the representative I spoke with was [redacted]. He instructed me to drop off the tow dolly in Hamburg, PA because it was the incorrect size for my car and also mentioned a refund for the tow dolly. (I never said that [redacted] worked at the drop off location as Ms. [redacted] stated) Also, Ms. [redacted] states that if I would of contacted Uhaul when I felt there was a problem they could of assisted me....my response, I DID contact Uhaul and spoke to [redacted] (see above to see again what he told me) As for Ms. [redacted] stating that there were no notes documented on the contract, that cannot be at all possible when I made 5 attempts to get resolve thru the Uhaul 800 number and also sent an email to customer service, who actually responded (I have attached that email to this response). Each time I called they gave me my complaint reference number [redacted] and the email attached from [redacted] at Uhaul also mentions that she found the reference number and reopened the file. So is Uhaul basically saying that my numerous attempts to have someone contact me to discuss this issue are all false? I have names of people who answered the phone and took my complaints at the Uhaul 800 number ([redacted] (2/28), Unknown Male (3/6), [redacted] (3/11), [redacted] (3/16)) and I have a name of a representative that responded to my email to Uhaul ([redacted]). This probably would not of got to this point if someone would of simply returned one of my numerous calls. Must be nice for Uhaul to be able to ignore customers phone messages and then simply state that they do not have any notes documented on the contract.

Regards,

Business

Response:

April 16, 2013

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

Mr. [redacted], our President for the U-Haul Company of**, reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] regarding her concerns. They were able to reach an amicable resolution. A refund for $400 was issued back to Ms. [redacted]’s American Express account on April 11th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 truck from this establishment and put down a $118.00 deposit. Was never told I had to return vehicle to the same location I rented from so since I live in [redacted] which is [redacted] which is 45 minutes away. I dropped off vehicle and was then charged $256.00 which put the total at over $350.00 for a 24 hour rental. I filed a complaint with business and was told they would not refund me any money. This is outrageous and I would pay the $256.00 if they refunded me my deposit.Desired Settlement: I would like the deposit refunded to me as soon as possible.

Business

Response:

April 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Center, followed up on the information [redacted] provided. He informed our office he sent [redacted] an email addressing her concerns. [redacted] explained he assisted her with her rental and in fact attached the U-Haul trailer to the U-Haul truck. He had relayed to [redacted] that both the truck and trailer combo would need to be returned to his location. Due to the fact they were dropped at an alternate location, the one-way fee was applied and will stand.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

May 1, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of **, reviewed the information [redacted] provided. He informed our office he sent [redacted] an email offering his apology for the inconvenience she experienced and also advised her of a refund for $225.00 he issued back to her credit card in the interest of customer good faith. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: On Thursday, June 6th 2013, I called numerous U-Haul locations to see if they can install a trailer hitch and the lighting harness on my 2013 [redacted]. I needed this done before I went camping the following Friday, the 14th. I was gonna tow my camper. U-Haul finally found one of their locations in [redacted] that can do it on that Saturday, the 8th. Later that Thursday night, that [redacted] location called me saying that they don't do installations on Saturday, and they can squeeze me in Friday morning, the 7th. I said ok. I asked them if they had the hitch and the lighting for my vehicle, they said yes. Friday I show up and they could only install the hitch, they didn't have the lighting for my vehicle. They had a different lighting which the installer couldn't/or didn't want to install. He informed me there was a different type of lighting called quick connect that wouldn't void my vehicle's warranty if anything should happen to my wiring. I said ok, install that one. He said they didn't have it, so he called numerous u-haul locations to see if they had one. Nobody had them, so he ordered one for me and said it will arrive by next wed., the 12th and he will call me. Wednesday came and no calls from them. I called 5 times that day and left messages. Nobody called me back. Thursday came and again I called 5 times and left messages, nobody called me back. Friday came, the 14th, the day I was going to go camping. I showed up to see what's going on. They said they don't have the piece to install on my vehicle. They would order another one and have it by monday. I told them I was leaving to go camping in 3hrs. Now I had to find the lighting part at a [redacted] dealer, finally found one in stock at a dealer and paid $150, $100 more than U-Haul's part. Now I had to find a [redacted] dealer that would install it that day, found one about 25 miles away, paid $179.00, U-Haul was gonna install it for free after they messed up that friday when the hitch was installed.Desired Settlement: I would like a refund of all the extra money I had to spend to get this lighting done at a [redacted] dealer, the $100 extra I had to spend on the dealer's lighting part and the $179.00 for the install. Plus the day I lost camping, $50 a day (one day I lost, we left the next morning because after 9pm they won't let anyone on the camp grounds). Total of $329.00 I would like reimbursed. I won't even charge the gas and time I spent traveling all over [redacted].

Business

Response:

July 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office a refund in the amount of $271.62 will issued back to Mr. [redacted]’ credit card and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 made my U-Haul reservation two months before my moving date (My reservation number is [redacted], reserved on March 31, 2013). I wanted to ensure that there was plenty of time to be sure that the equipment that I reserved was available. My boyfriend and I were moving from Alaska to Colorado. We reserved a 17' truck and an auto transport trailer. We were bringing my car, a Subaru Legacy, and a tow dolly will not work for my vehicle. The weekend before we were supposed to pick up the equipment, I received a call from someone at U-Haul to double check my reservation. The woman I talked to said that normally people who book so far in advance either forget about their reservation or don't need the reservation anymore. I told her that I still needed the reservation, and I even double checked that my reservation was accurate. She said that I would be receiving another call on Thursday, May 30, 2013 (the day before my reservation date) with the pick-up details. The dispatcher never mentioned anything about a vehicle not being available later in the week.

So, on Thursday (four days after the first call), I got the call from U-Haul about my reservation. Not only did I not receive the size vehicle that I requested, but there were also no auto transport trailers available in the whole state of Alaska. You can imagine my surprise and anger at hearing this, especially when I made my reservation so far in advance. Shouldn't U-Haul have made sure that this equipment was available to me? And if not, why wasn't I told about the unavailability of the equipment the weekend I received a call to double check my reservation? How could they not have known that the equipment wasn't available then?

On their website, under "Frequently Asked Questions," it says that my reservation is guaranteed. One of the terms and conditions stated under the guarantee is, "5. U-Haul has the right to substitute equipment of equal or greater size to fill your guaranteed reservation." At first, my original reservation of a 17' truck was substituted with a 20' truck, which is fine (Although I do have to mention that this would have been a great inconvenience seeing as how the gas mileage would have been lower, and I would have had to pay more in gas traveling to Colorado). However, a couple hours after I talked to representatives at U-Haul, I was told that the 20' truck was no longer available, and now a 14' truck was the only thing available. This does not fulfill the terms and conditions of guaranteeing my reservation, since we had originally reserved a 17' truck. We reserved a 17' truck because it was only about $200 more than a 14' truck, and we would have the comfort of knowing that all of our belongings would fit. We didn't know if our stuff would fit in a 14' truck.

The change of trucks is a huge inconvenience, but one I can handle. The biggest frustration is the unavailability of an auto transport trailer. The U-Haul representatives I talked to said that a tow dolly could be used instead of an auto transport trailer, but that is simply untrue for my vehicle. My dad works at a Chevrolet/Subaru dealership, where I bought my vehicle, and works with Subaru experts. After consulting with them, he told me that a tow dolly is unsuitable for my all-wheel drive car. It simply just won't work with it. Our plan was for just two people to drive the U-Haul, with the car attached, from Alaska to Colorado. But with U-Haul's scheduling mishap and complete lack of organization, I had to enlist my mom for help to drive my car, along with the U-Haul truck, from AK to CO. This cost me hundreds more dollars than it would have if we had gotten the trailer in the first place.

After I made it Colorado, I tried calling U-Haul several times to try and talk to them about the issues I had with them. Here is what happened:

1) I put in TWO customer action files about this (before leaving Alaska) and was told that I'd hear back within three business days about the issues. A WEEK LATER I still hadn't heard from anybody. When I called about it once I reached Colorado, I was told that someone named [redacted] had called and talked to me and that the issue had been resolved. I most definitely DID NOT hear from U-Haul, and especially not anyone named "[redacted]". I did not receive any phone calls, emails, or voicemails.

2) I called back the next day to try and talk to a manager, since there were no managers available the day before, and was told that my complaints would have to be passed on to the traffic control office. I was told that I'd hear back from them. ANOTHER WEEK LATER I still hadn't heard back from them.

3) I called AGAIN, and AGAIN I was told that someone had called me WHEN THEY HADN'T. This time a person named "[redacted]" had supposedly called me. TWICE I was told that I had been contacted by someone from U-Haul when I definitely HAD NOT. The lady I talked to this time said she'd push my complaints to the Review Board and that I was supposed to hear back from them within 24-48 hours.

4) I actually did hear back within 24 hours this time (I was shocked), but I was told that the Review Board decided to keep my file closed and not re-open it.Desired Settlement: I would like an apology for the complete lack of help in the Customer Service department, and especially for saying that two different people had contacted me when they hadn't. I would also like some sort of a refund to make up for the hundreds of extra dollars I had to spend for not getting the equipment I had reserved in the first place.

Business

Response:

July 2, 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 Alaska, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. *’[redacted] and offered his apology for not getting the requested equipment for her move. He also thanked her for bringing this information to our attention in order to make corrections to prevent the situation from happening again. [redacted] also advised Ms. *’[redacted] of a refund for $200.00 he issued back to her Visa account as an adjustment due to her inconvenience. The credit should post on her next credit card statement.

*ur 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 trailer for 24 hours, returned it after 12-13 hours (after hours as instructed by the staff at the location) and was charged for 48 hours. Customer service refuses to resolve the issue.Desired Settlement: refund the second 24 hour charge.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for the U-Haul Company of Fargo, contacted [redacted] and offered his apology for the inconvenience he experienced. He also explained he had issued a refund for $39.95 back to [redacted]’s Visa account. The credit 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: I am writing to express my concerns regarding a recent transaction with your company. My wife and I did extensive research on moving our possessions across the country. We looked at [redacted], professional moving companies, and multiple other options to ensure our move was affordable and efficient. After discussing our situation with your company multiple times, we decided to contract your services on March 7, 2013. One of our concerns was the timing of our move. We were moving across the country from Hershey, PA to Spokane, WA. We did not have any friends or family in Spokane, and my wife is pregnant. I, therefore, would have to schedule moving support or pack and unpack the UPods myself. I expressed to the company representatives multiple times about the importance of my scheduling. After multiple discussions with your customer service representatives, we moved around the drop off and pick up dates to ensure the UPODS would arrive on time.

2 UPODS were dropped off at our residence on Friday June 15. At drop off, I was told they would not be able to pick them up until after Monday June 17. I realized two UPODS were not sufficient for my material, and contacted the local Uhaul. I expressed my concern about pricing and maintaining the shipping time. They assured me they could drop off another UPOD and pick it up 1 day later while maintaining our schedule. The UPODS were picked up on Tuesday June, 18. I was aware from the contract the shipping time could be up to 11 business days. I was assured that despite the changes, we would still make our goal arrival date of July 1. I was also told the UPODS would be shipped on Friday June 21, but still make it as scheduled.

I departed Hershey, PA for Spokane, WA on Thursday June 20. On Friday June 21, I called Uhaul to enquire about the unshipped status demonstrated on the internet. I was told at that time they would not be shipped until af ter Tuesday June 25, and may not make the delivery date as scheduled. This created multiple problems, as we had already left the area, and my friends and family had purchased plane tickets to help us move. I expressed my concern, and wanted to ensureaccurate information was relayed, because I could still have my friends and family change their plane flights. I was reassured after speaking with multiple customer service individuals that they would still make the anticipated date. They stated the UPODS would arrive July 1, or July 2 at the latest.

On July 1, my friends, family, and I were staying at hotels and awaiting the arrival of our UPODS. They did not arrive at midday, so I called Uhaul to ask for a status. The customer service personnel were unable to give me any individual and asked to call me back. My call was not returned. I again called the next day as my UPOD had not arrived. My call has not yet been returned.Desired Settlement: Unfortunately, my moving help has now left town. At significant cost, in vain, my friends travelled from other states to help us move. I am now left to unpack my UPODS alone, if the UPODS ever get here. What is more unfortunate, there is no communication from your company. I was misled, charged a significant amount, misled again when I tried to minimize additional expenses, and am now being ignored. As a recent graduate from medical residency, I have many interactions with new physicians who are in need of moving services. My colleagues and I discussed your company amongst ourselves, and many of us decided to try your company’s services. Our understanding is that UPODS is a new service by your company, and it would be unfortunate for these types of interactions to result in this service failing to flourish. I would appreciate your assistance in rectifying these unfortunate circumstances.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Harrisburg, followed up on the information Dr. ** provided. He informed our office he spoke to Dr. ** and addressed his concerns. He also advised him of a refund for $2,120.00 for the shipping fee plus tax. Dr. ** relayed his appreciation to Mr. [redacted] for the resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me at the present time. The response from the business is to the current delay in the arrival of my UBoxes, and the difficulty with communication leading up to the company response. As of yet, I have not received my possessions, but am told they have arrived at their distribution destination. I have arranged pick up of my possessions. Provided my possessions are in acceptable condition and my pick up process being uneventful, I will wait until for the business to perform the action described and, if it does, will consider this complaint resolved.

Regards,

Review: I returned the vehicle same day and was charged an extra day 3 attempts have been made to get refund, promised 3 times and not refunded yet to date.

On June 12th, 2013 I rented a vehicle from UHAUL. I had this vehicle for approximately 2-3 hours to move a matress. We parked and left the UHAUL back at the location (which was closed at drop off) as we were instructed to do. I noticed they charged my card an extra day. We went to the location immediately and instructed they charged an extra day, to which UHAUL staff advised this was in error and they will promptly refund my money. 2 weeks later, still no refund. I called the customer service line, horrible customer service, at first the girl said "we don't owe you this money" before looking into the situation. I advised that yes they do owe me another day as it was a mistake and was already previously promised the refund. She stated she did see this in the notes but "it was never processed." I advised to please send the money back to my card as quickly as possible. I was assured I would have it by the next week, and when checked there was still no refund. This prompted yet another visit to the location, to which the staff yet again assured me they will put the refund through their manager--this was last Tuesday July 9th. The refund was promised again by yesterday. I gave it an extra day and still no refund. This is not a lot of money, but its money this company owes me. I feel that since we have had to make multiple attempts to the location as well as phone calls, that UHAUL should refund ALL of my money that was spent here. This is a very bad customer service situation and I am appalled that a company like UHAUL would honestly treat their customers like this. I did everything that was expected of me, even had the gas put in the truck and left the truck exactly how and where I was advised to do. I expect UHAUL to refund my money immediately. Here is a copy exactly from checking account, where you can also see the gas bill for the truck as well. UHAUL has been given ample time to fix this situation and I have been more than patient waiting for my refund, where as UHAUL has been rude and is not following up on multiple promises from different people. The following shows how they charged my card, directly copy and pasted from checking account. You can see where UHAUL's charges came out 2 days later, once they charged my card. The [redacted] charge is the charge for gas that was put in the truck directly next to the UHAUL location.

Jun 12, 2013 [redacted] ($14.00)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($25.36)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($42.77)

Please as previously noted, I expect ALL the funds returned as this is a huge customer service fail and I held up all ends of the contract, paid for the day as requested, but only had the truck a couple of hours. Please respond immediately to avoid further legal action and complaints.Desired Settlement: The settlement I am seeking in this instance is a total of $82.13. Again here is the break down of charges directly from my checking account.

Jun 12, 2013 [redacted] ($14.00)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($25.36)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($42.77)

I expect all funds to be returned promptly. Again, requesting all funds as multiple attemps have been made for this company to correct their error and uphold their promises to

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate credits for the full amount of the truck rental were issued back to Ms. [redacted]’s [redacted] account on July 19th. The credits should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Multiple attempts to reach via [redacted] and [redacted] via telephone and email have gone unanswered. Overcharged and cannot arrange delivery

I have left voice mails for [redacted] on 3 occasions with no return calls. I have sent emails to [redacted] and [redacted] with no reply. Today left messages (twice) with customer service to have one of these individuals contact me. I have left a voice mail for [redacted] on his cellphone, obtained from local store to return my call.

I was overcharged by $149.00 on August 4 with no explanation, and no refund.

I want these people to call me and explain:

Why I was overcharged; when my money will be refunded; when I can arrange for delivery of my household goods.

This is completely unacceptable.

[redacted]Desired Settlement: $149.00 for second delivery charge.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Downtown, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was charged twice in error for the delivery fee but has since been refunded.

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 confirm receipt of refund due today. Thank you for your assistance with this matter.

Regards,

Review: On June 25 I booked 10’ U-Haul for my daughter [redacted] from U-HAUL MOVING & STORAGE AT [redacted] On order number [redacted] for pick-up at 7 a.m. Saturday, August 31 – this was confirmed good.

On Friday, August 30 I called to prepay and was told the truck would not be available until 11.00 am Saturday but no mention was made of change of pick-up location. I did notice that receipt came from [redacted] address but assumed this was a U-Haul billing address and was advised on phone only of change of pick-up time and nothing more – all else confirmed as per original quote. I actually called 3 times on Friday as U-Haul staff I dealt with had great difficulty dealing with a prepayment.

My daughter went to [redacted]. location or pick-up on Saturday at 11 a.m. When she got to the Uhaul office they told her not only was there no truck available at this location for her but she had to go to [redacted] and was already nearly late for changed reservation to the [redacted] location. She was told the truck would probably be given up because of this (even though this was 11 a.m and supposed pick-up time was now changed again to noon (from 7 a.m to 11 a.m to noon). The U-Haul staff at [redacted] location wouldn't call the [redacted] office to let them know about the situation. My daughter got a taxi which cost her $24.00 and picked up the truck on time.

She arrived at destination, [redacted] by 6.30 p.m. and closing is marked at 7 p.m. – staff there didn’t want to transact the return (even though she was there well before closing time) nor to assist with getting her the storage unit she was assigned on order no. [redacted]. They told her to come back early on Sunday. She (nor I) did not want to leave a full truck on a street overnight and this is why she rushed to get there on Saturday to deliver on Saturday. She went back on Sunday morning come to find out the storage unit was way smaller than they had guaranteed, they told her she might find a bigger sized storage unit at another location. However, they did not help her get in contact with the other location and the Uhaul phones were being forwarded to voicemail all day because it was the first of the month. They told her that if she chose to put her belonging in storage at another location she would be charged for an additional day for renting the truck and any additional mileage and gas used to get to and from the other location so she crammed what little she could of her belongings in the small space assigned reached by a ladder and had to take with her a lot of stuff she wanted to store because the storage space was so limited.

This was proven to be a terrible, expensive experience – the staff were not helpful or knowledgeable and we were not given what we were promised.

U-Haul advertise on your site that you give $50.00 reservation guarantee – we want them to credit our credit card with this $50.00 (for reservation change that was not made clear to us and was not advised or confirmed by U-Haul staff when they accepted my prepayment – they did advise us of the pick-up time change but no location change) and also the $24.00 taxi charge incurred because of this location change. Considering the mess-up on U-Hauls part on both sides of this transaction and the amount of extra hardship, expense and stress caused to my daughter I feel this amount of $74.00 is the very least they can do.

I look forward to hearing from you.

Regards,

[redacted]’s motherDesired Settlement: We have e-mail U-Haul last week and heard nothing back. We got horrible service and U-Haul did not give us what they promised and what we paid for and did not provide any kind of good service when we tried to make the best of a bad lot - this caused a lot of extra work, stress and anxiety that was unnecessary and we want the $50.00 they promise when they change reservations (which they did ) and the $24.00 taxi fee incurred because of this credited back to credit card on a/c for this transaction - thanks

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] advising her of a refund he issued for the $50 Reservation Guarantee Fee 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: My issue with U-Haul began when I reserved a 26' truck (Contract # [redacted]) in [redacted] to move on August 30th. Despite TAKING the reservation, U-Haul did not supply me with the reserved 26' truck at the specified location. Instead, I drove 1 hour out of my way to pick up a smaller truck and trailer combination. Having previously moved twice in the past 12 months, I knew I needed the larger 26' truck. However, I had to move that weekend to vacate the rental house on schedule at the end of the month, and so that my wife and I could start work in [redacted] on Tuesday, September 3, 2013. My wife and I believed we had no other option because the move was time-sensitive - something that U-Haul does not seem to appreciate. Moving is stressful as it is, and dealing with U-Haul compounds on this stress.

Because U-Haul failed to provide the reserved equipment and the smaller equipment that was provided was insufficient in size and volume, we were not able to transport all of our possessions. Therefore, U-Haul's failure forced us to make a second trip which cost us in several ways: (1) our time for a second moving trip, (2) return round-trip travel costs with our car (gas and mileage), (3) additional rental costs, and (4) fuel for the rental vehicle. Additionally, now that I had to use a second moving truck, I have been charged for an extra day. This last charge is insulting because had U-Haul made good on the original reservation, I would not have wasted more time and money, and would not have incurred the “additional day” fee. This is insulting and expensive.

To make matters worse - I had to fight to try and get U-Haul to set things straight. The additional secondary rental should have been FREE, however I had to fight to get a reduced price as the company was going to charge me over $164.00 because of their mistake! Furthermore, not only did I have to fight for a reduced rate (which turned out to be more than what they promised), I was allowed less mileage and less days to complete the same move. This is aggravating, upsetting, and very disappointing from this customer's perspective.

Failing to satisfy the first reservation:

First reservation:

26’ truck = 1,611 cubic feet

Supplied equipment (Contract: [redacted])

17’truck = 865 cubic feet

6x12 cargo trailer = 396 cubic feet

Total = 1261 cubic feet

Second trip (Contract: [redacted])

Deficient by 350 cubic feet, this necessitated renting the 10’ truck (smallest truck) with 402 cubic feet.

Conclusion: The initial equipment provided is quantifiably insufficient in volume by 350 cubic feet.

Lack of accommodations:

First reservation:

26' truck (replaced with 17’ truck and cargo trailer), 2 days plus 1 extra day and 207miles allowed plus 73 extra miles.

Total: 3 days and 280 miles

Second reservation:

10’ truck, 2 days with no extra day, only 165 miles allowed (reduced!) plus 75 extra miles.

Total: 2 days and 240 miles

Conclusion: It is quantifiable that U-Haul allowed less time and mileage for me to complete the second, unnecessary moving trip. This is wrong, and caused me to incur the “additional day” fee. Not surprisingly, the 1 less day resulted in the only extra fee.

My costs:

First contract (Contract: [redacted]) $194.32

Additional charges1 $91.22

Second contract (Contract: [redacted]) $51.71

“Additional day” charge $43.20

Personal costs:

Time 2 people, 2.5 days each 5 days of our time

Personal vehicle mileage2 $189.84 (336 miles x $0.565)



TOTAL COSTS $570.29 (without calculating personal time and personal expenses)

1 A charge of $14.00 was made and not justified. I have requested this money to be return because U-Haul was not able to provide any explanation to justify this fee.

2 Personal vehicle mileage: [redacted] to [redacted] (to pick up rental), to [redacted] to return to [redacted] totaling 336 miles. Federal Reimbursement rate @ $0.565 per mile ([redacted]).Desired Settlement: I request all fees associated with the second contract charged by U-Haul totaling $94.91 and personal vehicle mileage of $189.84, and an erroneous charge of $14.00 from the first contract be returned to me immediately. This is a sum of $298.50. While this may seem inflammatory, U-Haul continues to not appropriately satisfy reservations and contracts.

In the past, U-Haul has performed poorly when taking reservations. In August 2005, U-Haul filled my reservation for a small truck with an oversized truck that was provided 1 hour north of the reservation pick up in [redacted]. The provided vehicle mechanically broke-down in downtown Albany, leaked diesel fuel on the road and created a hazardous condition. As a result, I argued and rented a cargo trailer for $1.00 to move from East Greenbush, NY to Ithaca, NY.

I look forward to U-Haul’s response, and immediate resolution to this unresolved issue. I cannot stress enough that I am very dissatisfied with U-Haul, once again. Shame on me.

Review: I went into a uhaul location and began the process of renting a moving truck. The person I was speaking with gave me all the information and then asked me questions about what I needed. He specifically asked how many miles I was planning to travel with the truck. I told him that I would be driving 26 miles and dropping the truck off at a uhaul location that was near my destination. He said that this would be fine. He then gave us the estimated price of $85 and directed us to swipe our card through the card reader. He asked my husband to sign as if for a credit card transaction but did not say that we were actually signing the contract. He never showed us a contract just hurried put all of the paperwork into a sleeve and told us that we were good to go. We completed the move and returned the truck to the location that we had stated to the gentleman that we would. Two days later I received a very rude call from the owner of the uhaul location who left a message shouting that I get back to him and give him back his truck. I called him back and told him that we had returned the truck two days previous. He told me that I had no right to take his truck anywhere else and he was going to handle this. He called me back later in the day and told me that he would be charging me money for the one way move and additional days that it took him to get his truck back. I told him that we had spoken to a person in his store that told it was ok to return the truck to another location; he said that was 'too bad'. My husband and I called the customer service number and spoke with a [redacted] who told us that we needed to wait for the charges to go through and then call back when we had a final receipt to talk with someone about getting a refund. He may have overstepped himself somewhat and told us that we were very likely to get that refund but that we must have the receipt. When the charges went through and we called customer service back we spoke with [redacted] who told us that there were no notes on account that we had ever called before and proceeded to send me two receipts that I had never seen with additional charges. I asked him to put in a complaint and he told me that someone from a 'district office' would be getting back with me. My husband called several days later when we had not heard from anyone and was told that they had closed the complaint after speaking with [redacted] the owner of the location who told them that he had spoken with me and that I was 'ok with the charges' my husband said that this was a complete untruth and that he wanted the complaint re-opened. I called back today and was told that the complaint had been closed again and that the refund was denied. I told [redacted] that this was unacceptable, no one had spoken with me and I was not satisfied with the outcome; that I wanted to speak with someone in management. She claims that she has re-opened my complaint again and that I should be receiving a call within 3-5 business days but this sounds like the same run-around.Desired Settlement: I am willing to pay for the original amount that I was quoted for the truck but I want the rest of the charges refunded.

Business

Response:

November 5, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Senior Customer Service Representative for U-Haul International, followed up on the information Mrs. [redacted]provided and sent them the following email:

[redacted] I was able to look into you dispute file about the price charged for taking the intown rental and returning at a different location. I was able to confirm that the orignal rate for the time the equipment was kept was $180.00(did not charge you for the 4 hours and 40 minutes extra). The Safemove Coverage for 3 days came out to $42.00 and the utlity dolly fee was $21.00. I have waived the fuel fee and the service fee for the fuel charge which was a total of $43.00. I also waived the cleaning fee you were charged which came out to $25.00. This left a difference from what you were charged $341.74 of $98.74. The promissory note should not of been $156.36 but only $57.62 which it has now been reduced to. $98.74 has been waived in total. A payment for the balance can be made with our E-Alert Department who can be reached at ###-###-####

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 is the response message that I sent to Mr. Cameron

My husband, C[redacted] forwarded me your response today and I am writing to try and explain the situation once again. We are disputing the entire amount not just the fuel or cleaning fee. I was told by an employee at that location that it was ok to return the truck to another location; we told him the location that we were taking it to. He did not explain that the amount would be different. He told us that the charges would be $85 and would only change if the mileage ended up being different from the 26 miles that we quoted him. He then had my husband swipe his card and handed up what he told us was a receipt. He never explained the contract, he never even showed us the paper, he took the 'receipt' placed it in the pamphlet. I am disputing what I see as unethical business practice. I am unhappy with the service I received in that store, I am unhappy with the response I have received from your customer service department and I am overall unhappy with Uhaul as a company. I or my husband has called in to customer service four times now. The first time we were told that we were sure to receive a refund and that [redacted] was making notes on the account, the second time we were told that there was no record of us ever calling in the first place and we were told that a manager from the district office would be contacting us, the third time we called back we were told that our complaint had been cancelled because customer service called the store manager who told them that we were 'ok' with the charges, the fourth time I was to expect a call from a manager within three days and I never received that call. I think that you should be aware that I have filed a complaint with the Revdex.com and that I have contacted the local news media. I feel that I have been ignored and taken advantage of and I am really kind of tired of it. If you are not in a position to offer me a refund of the $256.40 and remove the remaining amount that we supposedly owe, I would like you to put me in touch with someone who can. Thank you,

Regards,

[redacted]r

Business

Response:

November 6, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our President for our [redacted] regional office, reviewed the most recent information Mrs. [redacted]provided. He advised our office he left a message for them requesting a call back to personally address their concerns. He mentioned Mr. [redacted]made his reservation on line through uhaul.com. He added, other than the adjustment that was already made, he will not be making any further adjustments.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I am not happy with this response but I see that I am getting no where and there does not really seem to be any desire to help us in this situation at all. I am tired of fighting it which I really think was the point all along, to beat us down until we gave up. You can be very assured that I will not be paying another dime that you claim I owe and I will be telling every person I can the horrible experience I have had.

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'm a trucker. we rented a uhaul truck from [redacted] in hermitage pa to move some boxes into a storage unit in sharon. we did not receive our dollie and we were overcharged after fueling it back to the starting fuel by 50 dollars. a regional uhaul manager refunded our dollie cost, but this did little to help with our move and since I KNOW where the fuel began, used 23 miles and put 4.5 gallons back into it (an average of 6mpg at 4 gallons is 24 miles) I was still charged a 30 dollar refuel fee and a fuel cost. I was basically charged to be inconvenienced by these people and then they stole more oney from me because I didn't fill it up to MORE THAN WHAT I GOT TO BEGIN WITH. It was NOT at a quarter tank when I received it and I will not pay for their mistakes.Desired Settlement: I want my fuel cost returned. I kept my receipt of the fuel I put into it. they gave us the wrong truck, forgot our dollie and nobody sounded like they could be bothered. disgusting business practice so far.

Business

Response:

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

[redacted], our Executive Assistant for our Pittsburgh regional office, followed up on the information Mr. [redacted] provided. He sent them an email advising them of a refund for the $30 fueling fee back to their [redacted] 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,

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 ordered a U-Haul Custom-Fitted Hitch Kit for $169.95 dollars that I never received.

I looked up my order with the tracking number provided and was at home anticipating my trailer hitch kit however I never received it. I am out $169.95 now and still can not move my tool boxes from my storage. My only option now is to rent a U-Haul moving truck which is just more up setting because I feel like I am being exploited by a corporate monopoly. This is not fair the package weighs 56 pounds and should require a signature or pick up at a U-Haul location. Security is a very important issue and should not be over looked when it comes to keeping your customers happy. I would have gladly paid insurance on my purchased item, been present upon delivery to sign for it or picked it up at a U-Haul Location.Desired Settlement: I would like U-Haul to send a Custom-Fitted Hitch Kit to a U-Haul facility near my location so I can bring my 2007 Saturn ion sedan to the facility and pay the technician to install it or I can install it myself. I am not requesting a refund I just simply want to be able to rent U-Haul trailers and tow them with my car instead of renting the gas guzzling moving trucks.

Business

Response:

February 19, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

FedEx advised us they delivered the hitch on February 10th, however, it could not be located. A representative from our WebSales department contacted Mr. [redacted] and informed him we were sending another hitch by express mail to our U-Haul Center of Richmond for him to obtain on Friday, February 21th.

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:

Thank you very much for your timely response. I am very glad we were able to rectify this situation.

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.

Review: On 4/24/2014, U-Haul charged my credit card $130 (without authorization or notification) for a parking citation. The citation was dismissed on 4/30/2014. I provided the appropriate documentation to U-Haul as proof of the citation's dismissal. I also informed them that the credit card they charged was no longer active and I would require a check to be mailed to me. I have not received any acknowledgement from U-Haul.Desired Settlement: A check mailed to me for the full amount of $130 plus interest.

Business

Response:

May 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department advised me they contacted Mr. [redacted] and requested he fax over the dismissal for the citation he received on the U-Haul equipment. He did fax the information over and a reversal of the $130 charge was issued on May 1st. The refund should post on his next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Details of why I am not satisfied with this resolution:

-I have not yet received the refund

-The proposed refund amount does not include interest (15 days as of 5/8/14)

-An apology was not given for making an unauthorized transaction to my credit card

Regards,

Business

Response:

May 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I did confirm the refund for $130 was issued back to Mr. [redacted]’s [redacted] account ending in [redacted] on May 1st. A credit card company has 30 days to post the credit to the account, therefore, it will post on his next credit card statement. Because the truck Mr. [redacted] rented is registered to U-Haul, the parking violation was sent to U-Haul International by the Parking Violations Bureau for payment. In order to allow our trucks to be legally on the road for our customers, we are obligated to pay any fines as soon as possible. The rental activity was researched and found that Mr. [redacted] had the truck in his possession when the ticket was written, making him responsible for the fine. As soon as Mr. [redacted] notified us the ticket had been dismissed, we issued him the refund for the amount of the fine.

Please be assured we sincerely apologize for the inconvenience Mr. [redacted] experienced and hope he will allow U-Haul to serve him again in the future.

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: My problems with this business also involves the UHaul business. Although I picked and dropped off the UHaul vehicle during the time I was instructed to, [redacted] still charged me an additional $27.55, which was for an entirely extra day; however, I turned the vehicle in within 9 hours of renting it, and I rented the vehicle for 24 hours. While renting the vehicle, an employee at [redacted] instructed me to over guess the amount of miles I would be traveling with the UHaul, and that they would credit my account any money that I was overcharged. I put in 40 miles at $.99 per mile, which put my total at $90.47 (which includes other UHaul charges). After contacting UHaul because I was charged both $90.47 and $27.55, I was told I only traveled 20 miles with the vehicle, which doesn't explain why I was charged for the full 40 miles within that $90 charge. When I called [redacted] to discuss getting my money back for the additional and unneccessary charges, the employee I spoke to (who was also the employee I spoke to while renting the vehicle in the beginning) was impolite, continued to put me on hold, told me there was nothing he could do about the $90 charge, and then disconnected my phone call. I continued to try calling back, and he would not answer any of my calls the remainder of the day. I've filed a complaint with UHaul, and have received very little help so far with both businesses, and UHaul has also been unable to get any cooperation from [redacted]. I've still not heard back from [redacted].Desired Settlement: I would like to receive a full refund for the extra day I was charged, which was $27.55, and I would also like to be refunded the $20 extra in miles that I was charged because I did not travel 40 miles, and I only traveled 20 miles in the truck (which is in the records of the UHaul invoice).

Business

Response:

June 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Georgia regional office, followed up on the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund for $47.03 back to her credit card for the extra day charge, Safemove Protection and tax.

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. Thank you for taking the necessary actions for bringing my complaint to this company's attention. I appreciate the help and concern.

Regards,[redacted]

Review: This company seriously needs reviewed. My fiance and I requested a uhaul to be picked up in [redacted] or [redacted] that we would use to move to [redacted]. We reserved it a week in advance on the phone and was told that the uhaul would be at [redacted] or else Grove City. That was fine. The day we needed to pick it up we showed up and the guy said, "You're not on my list." He then called uHaul and uHaul told him that they had apparently tried to call us (they didn't) to tell us they'd switched our location to [redacted], a drive that would take nearly half an hour. They said they'd put an extra 20 miles on our allowance. The problem is that we had to deal with the extra gas in our own vehicle PLUS the uhaul. But we got over it. The lady at the uhaul in [redacted] was really rude to us. She was short and unfriendly and the place looked like a dump. I didn't feel comfortable there. She then said, "Where do you want to drop it off?" I looked at her and said, "[redacted], where we're moving." She said, "There's no location in [redacted], **. There's one in [redacted] and one in [redacted]. Pick one." So we chose [redacted], knowing it was close to [redacted]. We get to [redacted] and go to return the uhaul and, lo and behold, there's no Uhaul in [redacted]! We call uhaul because our contract does not state a drop off location and they tell us to go to [redacted]!So that's an extra 30 miles. And they told us we better fill it up with gas or get charged for that. So now we've had to fund an extra 45 miles in gas because of their company errors and they're supposed to offer you $50 for changing your location - THEY DIDN'T. Our move should have gone much, much smoother than this but uHaul ruined it.Desired Settlement: I want the $50 offered for changing our location plus the money used to cover the extra 45 miles we had to travel. That's all I'm requesting.

Review: I made a reservation for an auto transport trailer on June 16, 2014 for pick up on June 20, 2014. I gave all the information required, it was to be a one way rental to [redacted]. Which truck I was using to pick up the trailer, what type of car would be on the trailer, etc. I gave a credit card number to hold my reservation and was assured that no charges would be made without my authorization by phone call.

June 20, 2014, comes and I go to pick up my trailer, get in and do up the paper work, going over the exact information I gave over the phone(which was okay) and pay for the rental. We walked out to go find the trailer, it wasn't there. So after calling the regional office(traffic) and they "confirmed" that trailer was there, the service representative that was helping me, [redacted], went again to try to find it to no avail. He then wrote down every trailer number in the lot and checked the computers to see what was available. It was out of service for a burnt out light, after checking the lights we found them all to work just fine.

Long story short, he canceled the original contract and refunded my money, tried to open a new contract 8 times asking the exact same questions over and over again! I remained calm and polite. However since I had been there for 3 hours and he was getting nowhere I had to keep saying that I need to get going, it was late.

Finally get the trailer and get on my way. Trip goes great, I returned the trailer within a 12 hours and all was good.... until I was(am) missing 650 dollars out of my account that's attached to my credit card. I called the customer service 1-866 number and got told a marketing company out of [redacted] charged my card because they found the original trailer I was booked with in [redacted]! With no phone call and no courtesy and no authorization to charge my card for a trailer I never physically saw. I called again spoke to the regional manager Crystal, and she said she could easily see what mistake had been made and she would get it fixed for me but she had to call the company that took my money because they have to be the ones to refund me... now they charged me 650 bucks on July 2 2014, and I've called 21 times since then. Talked to many people who told me nothing but "I don't know.." and "I'll get [redacted] to call you back asap or I'll leave her a note for you" never to get a call back or ANY resolution or apology or anything done is very frustrating. [redacted] told me herself shed call me back whether or not she got ahold of [redacted] or not. I have got nothing settled and am now delaying payments and feel like pulling my hair out.

I've been very polite and patient, but this is not okay.Desired Settlement: I need my money back, would like some compensation for the hours I've spent on the phone, and frustration. An apology would be appreciated. The store needs to update policies.

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. He corresponded with [redacted] by email and informed our office he requested a check in the amount of $648.62 to be sent to [redacted]. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Uhaul did send out a cheque for the full amount and I have recieved it. I am happy to have my money back, however proper steps should be followed to assure this never happens to anyone else. It was a nightmare to deal with them. I consider this resoled.

Regards,