J.R.J. Tara Corporation

Review: The Uhaul we were to use to move from [redacted] to [redacted] wouldn't start on the morning we were to leave. I was due in [redacted] for work and rented a hotel to help with the long drive. Since the Uhual wouldn't start the morning of our move we lost our money for the hotel and I lost my new job in [redacted]. The repair man came out and fixed the Uhual hours later, turns out it was a faulty brake relay sensor. So it was nothing that I damaged, also considering I had only drove the truck 2 miles and parked it before this happened.

Then, after they got the truck working we were able to leave a day late. On the drive there we were rained on most of the time, which turns out the Uhual cab was not water tight! There was water leaking in from multiple areas including the windshield. We had to stop multiple times to mop up water and try to plug the holes. It was the worst trip I could imagine.

Then when I contacted Uhual to find a resolution to the problem, I was never helped. I reached out to the store I purchased from and through social media ([redacted]) I was told someone would contact me, but that NEVER happened.

At this point, I've been so jerked around by Uhual that I want a full refund. I've never experienced such a horrible company when it comes to customer service.Desired Settlement: Full Refund

Business

Response:

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul of Northside located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $293 back to the [redacted] account listed on their rental contract. 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

Review: Rented a 26'truck and trailer. Brake warning lights came on 120 miles later. Called for roadside assistance. Came and diagnosed problem. Offered to tow truck and trailer to destination 250 miles away or provide a different truck the next morning at 8:30. Declined the tow as it would cause damage to our goods due to angle. By 9 a.m. the next day no one had come so had to call for help again. It had never even been reported that we had a breakdown and were needing a new truck. At 11 a.m. 3 men from a tire company 40 miles away came with a different truck and to help unload and reload everything. Started up the new truck and the oil light came on. Had to put in 3 qt. oil. Had a 24 hr. delay, night in a motel, food, extra gas as we had filled 2 trucks by now. The local rental companies were great to work with. They made sure we were well cared for and were able to reimburse us for all but $30 of it. Called customer service upon our arrival expecting them to discount us substantially. We understand breakdowns occur but we are unable to comprehend why a company would give such horrible customer service -- gave us initially a truck with brakes that failed, gave us a second truck without sufficient oil and poor suspension, sends out someone to diagnose the problem who promises to send another truck but did not even bother to communicate our need so no one showed up as promised.In speaking with customer service they offered to give us a credit for a future rental of $150 or credit of $100 (this includes the additional $30 as a reimbursement for gas, so is really only $70 for all the inconvenience). Of course, we did not want the $150 as we have no intention of ever renting a truck from UHaul again. Interesting that they were willing to tow the truck for $3,000 but unwilling to give us more than $70! They offered to reopen the file after speaking with them. Called today. Never reopened it. Another promise unfulfilled.Desired Settlement: Would like more than $70 settlement towards the $902 truck rental. If they were willing to cover $3,000 for a tow why are they not willing to refund more than $70 of our rental? Also had damage to sofa and chair due to having to reload. Nearly impossible to pack in the identical manner and get all in safely.

Business

Response:

September 6, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Nebraska, followed up on the information Mrs. [redacted] provided. He informed our office he contacted Mrs. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund in the amount of $186, which includes reimbursement for extra fuel costs in addition to an adjustment on her rental.

Our records also indicate a credit for $199.51 was issued back to Mrs. [redacted]'s Visa account on August 15th to cover her extra lodging and fuel expense. An additional credit for $100 was issued to her Visa account on August 17th as an adjustment on her rental. The credits should post on her next credit card statement if not already.

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

So just got a call and it turns out you can have a Confirmation number and still not have any trucks available even though via email it was confirmed that the truck was going to be there, now we have 1 day to come up with something else. The best part about it is this reservation was done a week ago, then you guys called and bumped us trucks now there is no truck for us. Not sure how it works but usually there wouldn't be a confirmation number given if it wasn't available. Not like anyone is going to care due to the fact its not you moving in 1 day. Thanks for sending me up [redacted] creek with no paddle. So look for a good review on Yelp, I guess not sure what else will or can be done. My wife called back to see what was going to be done for the inconvenience and they said nothing. I would get my organization checked out and see why with in 24 hours of the reservation it changes and now there are no trucks that size avail the best part about it is there are no notes. Then the customer service rep proceeds to tell my wife nothing can be done for your guys mistakes and if we wanted to waste our weekend on the phone with corporate feel free to do so. So evidently Penske is the way to go.

Review: I have contacted uhaul customer service several times over the course of a month in a half. I went on uhaul.com to reserve a truck. I originally was suppose to pick up from the Saucier,MS location on Saturday 7/14/12 but due to the weather I postponed the pick up until Thursday 7/17/12, which was the reason for my first credit. On Tuesday afternoon I received a call from customer service stating they had a truck at the Gulfport location and I opted to pick up there. Later in the week I noticed my credit card was charged twice at both location for the same amount. I contacted customer service and was told they did not see both charges. They inturn asked me to send in my bank statement showing the charges. I did just that and had not heard anything from the manager working on my case. [redacted]. I have called back several times speaking to someone in customer service never able to speak directly to her. They suggest I contact my bank because there isn't anything that they can do. They have never tried to contact the locations to find out what is going on that I know of. Uhaul has not been very helpful in trying to get me my refund nor do they seem concerned. As I stated the manager working on my case has not tried to contact me at all and when I try to call her she is never available. I will never rent from uhaul again. I will find another service.Desired Settlement: I was charged double the price for one rental truck. I would like to be refunded for one of those charges in the amount of $184.37 immediately. It has been over a month and I have yet to see my money back.

Business

Response:

September 4, 2012

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

Our records indicate a charge for $184.37 was applied to Ms. [redacted]'s Master Card account on July 14th from our [redacted], MS U-Haul location, then they issued a credit for $184.37 on the same day. On July 17th our Gulfport, MS applied a charge for $184.37 to the same Master Card account. Ms. D[redacted], a Senior Customer Service Agent, emailed Mrs. [redacted] exactly what we are showing on our end, two charges and one credit. In the end there is only the one charge. Ms. [redacted] suggested Mrs. [redacted] call our Customer Service Department with her bank on the line to confirm all transactions. When she calls in she can provide her Reference Number, [redacted], and any Agent can pull up the file and assist her.

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

Hello,

I would like to file a complaint about Uhaul. Below I have included all my correspondence with them to date which also incorporates the nature of my complaint:

Sent July 27, 2013:

"To Whom it may concern,

Recently, our family purchased a new tent trailer to go camping and make lifelong family memories. This experience has been sullied by our experience with uhaul.

When I began looking around for hitch installation on my 2009 ford escape, I was shocked that some places were charging in upwards of $1500. So imagine my surprise when I stumbled upon Uhaul providing very affordable installs. Of course a company like Uhaul has a reputable name and has been around for years so it was a no brainer to go online and book my install!

Thursday (July 11) evening after purchasing our trailer I jumped online, navigated to uhauls website and began navigating the easy to use hitch installation features. I was blown away to learn that it was only going to be $350 all in, a savings of over $1150 from other companies. I had the option of an install by July 16th but would have to pay over $250 in shipping, or if I had some patience I could be installed on July 19th with no shipping charges. Thinking this was too good to be true, I jumped into the online chat with a "hitch expert" told him all my specs, about my vehicle, about our new trailer and he assured me everything displayed was A-ok for my needs. I booked for July 19th and anxiously waited. This was my first contact with Uhaul.

The next day I emailed my hitch specs off to my sales guy at the RV dealership and he informed me that I would need a 7-pin plug rather than the 4-pin on my order. No big deal. I called the Uhaul location ([redacted]) installing my hitch right away and spoke with a friendly gentleman who told me this wasn't an issue at all and that he would let the service guys know when I came in for my appointment. I double checked with him that my order went through and he had everything in front him, didn't see any issues and he would add the update to my order. This was my 2nd contact with Uhaul (July 12).

Knowing my hitch would be installed on July 19th I booked my trailer pickup for 9am on July 20th. As the week progressed, my excitement over our new trailer grew but so did my anxiety that something would go wrong. By thursday (July 18) my concern grew to an all time high because I hadn't been contacted by Uhaul yet informing me of time for my appointment. After work I called Uhaul and spoke with a female (I really should have started taking names but my trust of others is always my downfall). I explained to the lady that I had an appointtment friday morning and was wondering what time to come in. She confirmed my name, seemed confident that she had my order in front of her and proceeded to let me know the location was open at 7am and to be there between 7 and 7:15. This was my 3rd contact with Uhaul. Keep in mind that up until this point I was the one making all correspondence, no attempt was made by Uhaul.

The morning of July 19th was a rough one as I normally work at 7:30am and I drop my son off at my mother in laws for the day. My mother in law woke early to take my son, I woke early to shower and get ready for work and I managed to arrive at Uhaul around 7:05, eager for my install to begin. An employee of mine was on her way to pick me up to head in to work until the install was complete.

When I walked in to Uhaul there were 2 females at the counter. I said "Hi, I'm [redacted] and I have a hitch installed booked today" their response was "oh, we were just about to call you." Thinking they meant they were going to call me because I was a little later than 7am and they wanted to get started I responded "Oh, no worries I'm here and my vehicle is ready to go."

They then went on to explain that my hitch wasn't there, the calendar they had on their computers showed the order as "red" meaning no shipment had come in yet. I asked if they would have known that yesterday (july 18) and they said yes. At this point I was furious that I had done everything to ensure that the install would go forward with no interruption, inconvenienced my morning, my mother in laws morning, my sons morning and my employees morning and nobody had even bothered to inform me that my shipment might not be in, in time for my install date despite my constant communication.

Hearing my frustration a lady came from a back office and introduced herself as the manager on duty, [redacted]. She seemed concerned about what was happening and started making phone calls. After a few minutes she came from her office and told me she could get a hitch but wouldn't be able to get it installed until Saturday (July 20). I let her know I had to pick up my trailer at 9am, she assured me that if I could be at uhaul by 6am that I would be installed in time. Knowing my options at this point were limited, I agreed and left for work. This was my 4th interaction with Uhaul.

Saturday July 20, I hauled myself out of bed for 5am, showered, and headed to Uhaul for try number 2. When I arrived [redacted] was waiting for me, apologized for what happened the day before and thanked me for coming in so early. Because my experience hadn't been stellar till this point I thought it might be important to bring up the fact that I had called in a week before to discuss a 7 pin port. [redacted] didn't have this on her order and seemed disappointed in dustin (I assume this is the fellow I talked to at the time) that he didn't add this to the order. Luckily, she had 1 left in stock and she informed me that she wouldn't charge me the difference. At this point I felt confident that all would be taken care of and started to let my excitement over picking up my new trailer grow. I headed off to grab breakfast and burn some time while my hitch was installed.

I made my way back to Uhaul around 8am (an hour until my trailer was to be picked up). When I got back to Uhaul, [redacted] tracked me down with some new bad news. She informed me that the hitch she had was for an Escape Hybrid and since mine wasn't a hybrid it would prevent me from being able to access my spare tire which is located behind my rear axel. She acknowledged that I needed to pick up my trailer soon and said if I could be patient for 1 week until they could order the proper hitch, that I could come back and swap out my hitch for no charge. This was my 5th contact with Uhaul.

So I was on my way, and in just the knick of time made it to pick up my trailer. When I arrived and went to hook up, I realized just how wrong the hitch was. The extra long receiver still wasn't long enough to stop the trailer from scratching my bumper all up.

Now, a week later we've yet to go out camping as we fear the hitch may cause damage to our vehicle. Yesterday (July 26) I called uhaul and asked to speak to [redacted] about when I come back to get the hitch changed. The girl took all my info and told me that she would have [redacted] call me right away...that never happened. This was contact number 6 with Uhaul.

Today (July 27), I called Uhaul again after no word from [redacted] and on the day when I was supposed to have the hitch swapped out to the correct one. I was again informed [redacted] wasn't in, and that I wasn't on the schedule for the day. The lady again took my info and told me it was in front of [redacted] and I would be hearing back from her.

And now 1 week after the install I still don't have the proper hitch, my electrical hasn't been secured (they said because they were swapping the hitch, they'd leave it hanging for now and mount it when I get the new hitch) and I still haven't been camping.

I have no idea at this point if I will even receive a call back from [redacted] or anyone at uhaul. I tossed around the idea of sending a letter to uhaul venting my frustrations, and after [redacted] helped me last week I thought I would hold off and see if the situation was resolved...it has not been, so I feel I am left with no choice.

I am at my wits end with this ordeal. I need this issue rectified and feel I have no options left. I don't expect anything "extra" I just want my hitch properly installed and I will then be done with Uhaul. I would have walked out the minute this all began, if not for the price. It's amazing what we're willing to endure to save money. But at this point I'm left thinking that you get what you pay for and I have been left with a very sour taste over Uhaul.

I hope that my feedback doesn't go ignored and that something is done. As the "hitch expert since 1950" surely, every experience can't be this poor and my hope is that the next person getting their hitch installed doesn't have to go through what I have.

I appreciate you reading and taking my feedback. I look forward to a prompt response."

July 29th I received the following Response:

"Hello,

I am very sorry about your poor experience. Please contact [redacted] or [redacted] at ###-###-####, they are at the regional office for the uhaul center that you went to and they can do something to get your hitch installed and something to compensate for your experience. Have a good day."

I called the above number twice before sending an email back:

"April,

I've tried this number twice now and each time it rings and rings and there is no voicemail. I always try my best to deal with situations patiently and professionally however I am really losing my patience with this. The issues go on and on and it seems like there is no resolution. I would appreciate you having someone call me at ###-###-####.

Thank you,

[redacted]"

I never received a reply e-mail, or phone call. I gave it a couple days and tried this number a total of 3 more times, with the last being August 7th. At which point I sent the following email:

"I've now called this number 5 times to no avail. I am absolutely at the end of the rope here. This is despicable service. I sent you an email July 31st indicating this number didn't work and to have someone call me and I received no response and no call. This email address appears to be a valid address and not a "do not respond" address, so please provide me a response. If I do not receive a call today at ###-###-####, my next step will be to contact the Revdex.com and file a complaint again Uhaul."

I did not receive a call and am left with going with the option of filing a complaint with you.

I would like my issue resolved through Uhaul first and foremost, and secondly dont want others to go through the same experience I have gone through.

I appreciate you reviewing all the above correspondence.

Thank you,

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: UHAUL GENERAL MANAGER WILL NOT GIVE REFUND THAT HE PROMISED. HE STATES I RECEIVED IT AND I HAVE NOT RECEIVED ANY REFUND.

I HAVE FILED SERVERAL COMPLAINTS AGAINST [redacted] AND UHAUL BEGINNING ON JULY 7,2014. GENERAL MANAGER [redacted] AGREED TO GIVE ME A REFUND OF 170.00 WHICH I NEVER RECEIVED. HE CONTINOUSLY LIES TO ME AND OTHER REPRESENTATIVES OF UHAUL THAT HE HAS ME ON SURVEILLANCE RECEIVING THE REFUND ON JULY 9,2014. I ASKED FOR A COPY OF THE SURVEILLANCE AND [redacted] LIED THAT HE WOULD EMAIL IT TO ME. I HAVE EMAILED THE VICE PRESIDENT OF UHAUL AND NO RESPONSE. I BELIEVE THAT [redacted] STOLE THE REFUND AND NOW TRYING TO COVER IT UP. I WILL BE REPORTING THIS TO [redacted] IF THIS NOT RESOLVED.Desired Settlement: I WOULD LIKE A REFUND OF 170.00

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $270, which she should receive 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.

Regards,

Review: Got a quote from Uhaul to install a complete trailer hitch onto my truck. Booked appointment for Saturday (week 1). I showed up to the scheduled appointment and was told they did not have the parts in (this is after I received a call mid-week confirming the parts were in and that I would be at the scheduled appointment). I was told the parts would be in on Monday, so I scheduled an appointment for the following Saturday (week 2).I arrive at my scheduled appointment and the install begins. After 1.5 hours I am told that the they have the wrong hitch. For my troubles with this order, they tell me they will not charge me for the labour to install hitch. I make another appointment for Saturday (week 3.Week 3 comes and my wife brings the truck in. They not only charge her for the labour to install the hitch, but they fail to put a ball on it, so essentially the install is still not complete. After many calls to get this situation corrected, my wife brings in the truck mid-week. They give her ball (literally, they did not install the thing) and charge my wife for the ball. This was included in my original quote.

Product_Or_Service: Trailer Hitch & InstallationDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for the company to credit back the labour charge for the hitch install and credit back the charge of the ball (as this was included in my original price and was not an additonal item.

Business

Response:

July 5, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern ON, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email explaining he was not charged for hitch labor, only labor for the wiring installation. Ms. [redacted] relayed that the hitch quote did not include the draw bar and that Mrs. [redacted] returned a few days later to purchase the draw bar and hitch ball. As we value Mr. [redacted] as a customer, Ms. [redacted] 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

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.

My experience with U-Haul was the worst customer service experience I have ever had. I am not interested in a voucher for future business as I intend never to do business with U-haul again. A credit against the amount already charged for the draw bar would the least U-Haul could do to remedy the situation. Even that would not account for the time and expense incurred on my part having to drive to U-haul 4 times.

Regards,

Business

Response:

August 13, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern ON, reviewed the information Mr. [redacted] provided. She spoke to our GM of our U-Haul Moving and Storage at Taunton Rd., Ms. [redacted] regarding Mr. [redacted]'s recent comments. Ms. [redacted] reiterated that she did not charge Mr. [redacted] for the hitch labor and relayed that no further refund is warranted.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Monday June 23rd I spoke with [redacted] at U-Haul and placed an order to have 2 U-Boxes delivered to my residence ([redacted]) on Sunday, June 29th and to be shipped to [redacted]. It is my understanding that U-Haul contracts [redacted] who contracts 3rd party movers local to the area who are respondsible for loading and unloading the U-Boxes. I reserved two U-Boxes to be delivered in [redacted] by U-Haul and picked up by U-Haul, shipped to [redacted] and then movers were going to unload the U-Boxes in **.

On Wednesday, June 25th at approximately 3:42pm CDT I received a call from [redacted] saying they had been contracted via U-Haul and in turn, [redacted]. He called to cancel the [redacted] because they're a [redacted] company and are not permitted to work in the United States. I called U-Haul because they were the ones who booked this move and I was told it was not their problem and to contact [redacted]. I called [redacted] and they told me they could not help me, I had to make all changes to my reservation online.

I went online and changed my reservations to another moving company who then called me asking when they should be there. I realized at that time that U-Haul did not even tell me what time they'd be dropping off the U-Boxes. I called U-Haul's [redacted] location ([redacted] - 1.3 miles from my home) and spoke with [redacted] who was a tremendous help. He let me know my local U-Haul store ([redacted]) did not have my reservation or my U-Boxes on file. He transferred me to [redacted] in freight. [redacted] let me know that my U-Boxes were actually being held in the [redacted] location (over one hour oursite of the city of [redacted]) and were scheduled to be delivered at 12:00pm CDT on Sunday, June 29 and picked up on Monday, June 30th at 12:00pm CDT. I asked to change the pick up time to Sunday evening because I cannot store the U-Boxes at my residence overnight and it was at that point that [redacted] suggested I reach out to [redacted] scheduling department to see if they had the resources available on Sunday evening.

I called [redacted] and spoke with [redacted] (not sure of the name) who had absolutely no idea what I was talking about/asking. She transferred me to [redacted] in reservations who returned me to [redacted] where we sat on hold (20 minutes) until they location closed and my call was never taken.

That lasted from 3:42pm until 7:00pm (when the store closed) and I got zero answers. I was told to call back this morning (Thursday, June 26th). I called [redacted] and spoke with [redacted] who is a Reservation Manager. I explained my situation and she assured me she would call me back with answers.

I have not yet heard back from her.

I have never had such poor customer service. U-Haul bounced me around from department to department (freight, scheduling, reservations, etc.) and in nearly 4 full days my issue has still not been resolved.Desired Settlement: I would like to be fully refunded, including [redacted]'s movers fees.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for [redacted] regional office, followed up on the information Ms. [redacted] provided. He advised our office he attempted to reach Ms. [redacted] but was unsuccessful. He explained his office covered Ms. [redacted]’s reservation and the shipment has been scheduled and appears to be on time with no issues. Ms. [redacted] can reach Mr. [redacted] at [redacted] or direct at [redacted] to discuss her concerns further.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have been trying to get my refund. I was told that it went thru the bank that was close for week. I spoke to [redacted] and the funds never received.U-Haul gave me a merchant number of [redacted] and also a refund # of[redacted]. I am fed up with all this running around. I want action. I waited to long for this refund. I want it like yesterday.Desired Settlement: I want this refund of 160.00 now. Or I want 1000.00 dollars for my trouble and financial hardship.

Business

Response:

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

Our records indicate a check for $160 was issued in the name of [redacted] on August 19th and cleared the bank on August 26th. I apologize for the inconvenience Mr. and Ms. [redacted] experienced for the delay in receiving the refund.

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,[redacted]

Review: I have a storage unit with uhaul I have been unable to afford. They contacted me and said if I didnt do something it eas going to auction. I understand that part as I have had several storage units in the past. No big deal. However I go to get gas off my payroll card and it was denied after checking my account I see that the money has been taken off by uhaul. Without my consent permission. I call and the manager days it is the settlement I can just take my stuff out of storage. So I agree. Now she wont let me get my stuff. The company is rude and when.I called regional manager she didnt want to do anything about it. In my eyes you tookmy money thats stealing.Desired Settlement: I want the situation taken care of.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], Being that you are the customer with the boyfriend that stole the managers IPAD and the police report was made against the both of you I do not believe you are allowed back on premises. You may have the [redacted] police come with you as we are accepting the 50.00 as a settlement and you must remove your belongings no later than 09/30/2014. And you must leave your storage room free of any and all of your belongings. If you need to contact me my number is ###-###-#### [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 made a reservation with haul to rent a truck. I was made an offer of $102 for the first day of rental and $40 for additional days. I reserved the truck for 2 days. I was offered a price of $.4 a mile after 50 miles. I put 604 miles on the truck. The total for the rental alone was offered to me at $142 for 2 days, $5 environmental fee, $28 insurance fee for a total of $175 without tax. There was a total of 554 billable miles at $.4 a mile making a total of $221.6 for the miles. The grand total was supposed to be $396.6 without tax…$436.26 with tax….. I returned the truck where the sales person told me to return it, the same place I rented it from… They were closed when I returned the truck, so I put the key in the drop location with all the other keys from other renters. They were supposed to check the truck in the following morning but they didn't until I called 3 times. When they checked the truck in, they completely changed the contract and charged me $1.19 a mile making the total of the whole transaction $884.16… I complained and they said they would refund me $299. I was supposed to get back somewhere near $450… The manager refused to give me a new invoice to reflect exactly what he charged me for. He says I will get $299 back and so I require a new invoice correctly reflecting exactly what I was charged for… There is a big difference in what I contracted to pay and what I actually paid…Desired Settlement: I would like to pay what I was offered… I was offered a rental for $175 when I made my reservation and miles at .4 a mile totaling $221.6.. The grand total with tax was supposed to be near $436.26.. I was charged $884.16. I want my money returned and a correct invoice reflection the actual cost after the "refund" he already gave me which I have yet to receive. I was overcharged $447.9. I want that much money returned to me… My reservation # was 98062429. They recorded all the conversations they had with me, so it is easy to see I am not misrepresenting the situation… Uhaul folks, go listen to your audio recordings so you can honor the offer made to me please… With the refund of $299, my rental total is $585.16. I want an invoice or itemized receipt for those charges. How did they come up with that #? I want to know please, if I am going to be charged that amount ...

Business

Response:

August 25, 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] Regional Office, followed up on the information [redacted] provided. She informed our office, in addition to the refund for $295.44 issued to [redacted]’s [redacted] account on August 23rd, a supplemental refund for $201.72 was issued back to the same [redacted] account on August 24th. Both refunds 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: 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: I rented a 10-foot moving truck from a [redacted] U-Haul rental location, and while operating the truck it had an engine issue and was unsafe to drive. I immediately contacted U-Haul regarding the matter because the truck was unfit to be driven back to the [redacted] on the highway. I was instructed by the central offices of U-Haul to return the truck to the [redacted] location, since it was the closest location to where I was moving to in [redacted].Upon arriving at the location, I was questioned about the cleanliness of the truck, which was filthy when I picked it up in the first place. I explained that the trucks check engine light was on, and that it was not operating correctly to the customer service manager [redacted]. He ignored my concerns and told me that my choices were to either endanger myself and drive the truck back to [redacted] until it breaks down, or pay a plethora of additional fees for returning the truck to his location instead of back to [redacted]. I pleaded with him, explaining that I did not feel safe driving the vehicle and even offered to pay the adjusted one-way rate that I would have paid if I set up my contract to drop the truck off at his location, but he vehemently declined and laughed at me. After a bit of back and forth, he proceeded to close my contract, added the additional fees, charged my credit card on file without permission, and told me to leave.I'm currently in the process of disputing the charges with my bank, and placed a complaint with U-Haul regarding [redacted]'s unwillingness to honor the instructions of his central offices. This type of rude, and frankly irresponsible service that endangers customers is totally unacceptable.Desired Settlement: I am still only requesting the difference between what I was charged versus the one-way rate, the same deal I offered to Santiago. The one-way rate would have been $123. He charged me $268.44. The difference, and my requested refund amount, is $145.44. I've spoken to Santiago after the matter and he has held to his stance that he will not be refunding me any money. My bank is also currently awaiting a reply from him in regards to refunding my money, but he has not contacted them back either.

Business

Response:

August 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and offered her apology for the inconvenience he experienced and addressed his concerns. A refund for $129.56 was issued back to his [redacted] account as an adjustment on his rental. 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: This is a buyer be ware of a underhanded business practice, I set it up to rent a U Haul 14 ft U Haul truck from this business, They said I If I used cash, I needed to either leave the title to my car and $100.00 deposite, Or if I used a credit or debit card, Then I would not have to use my car title and leave a $100.00 deposite, So I gave them my debit card and rented the truck on the 14 th of February and I brought it back the very next day, Full of gas like they asked me to do, Everything was intact, They way it was when I took it, The man that worked there ask me if I wanted to pay by credit/debit card on file or cash, I said I preffered to pay by cash, The charge was $99.49 for everything, So I gave the man, [redacted] that work there $100.00 dollars and he gave me a receipt, But silly me I did not check the details on the receipt and left and went home, I didn't think anything about it because I thought they are a legitimate business, Then my checking account started having overdrafts on it and I was in the minus on my account, So I called the U Haul and I talked with the man [redacted] that works there, That charged me for the U Haul and he said that U Haul puts a hold on the debit card and he also said that they will sto the hold and put the money back when and if I pay by cash, for the truck, when I come in, Well I paid cash for the truck and later on I seen that they had collected the $99.49 also out of my checking account, No money was ever returned to my checking account, Then I noticed he did not change anything on the receipt to show that I had paid by cash, I immediately thought to myself, OMG, They ripped me off, Today is 24 th of February, That I am filing this complaint, I talked with the U Haul for the past 10 days now about the probem and they have never made things right with me, The most sad thing is that I am on disability and only get a limited amount of money every month and that business did not need my $100.00 to survive, but I did and now my checking account

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to get my $99.49 money back, That they over charged me, They charged me, in cash and on my debit card, So I was charged twice for a 24 hour truck rental, I think they may have a couple of theives that work for them and that is horrible business practice, I would hate to think someone that works in a ligitimate business like that, Would steal and bring bad reveiws on the company, But they charged me twice and are denying that they did.

Business

Response:

February 28, 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 Northwest Ohio regional office, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and explained she viewed the video at the time of the transaction and no money exchanged hands. Ms. [redacted] was holding money, but then folded it up and put it back in her wallet when our CSR moved from behind the counter to the showroom floor. A refund will not 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: 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'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: I have been promised a $50 credit/refund since the beginning week of August. Uhaul has advertised a reservation guarantee if your vehicle is not received at the location and pick up time I agreed to which was the case for me. I have spoken to customer service, the regional manager several times and once to corporate escalations who all promised me that I would either receive a $50 credit towards my bank account or a check. All have failed to keep their promisesDesired Settlement: $50

Business

Response:

October 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for ou[redacted] regional office, followed up on the information Mr[redacted]provided. He contacted Mr[redacted]and explained he had already issued a refund for $46 on August 6th, which was the entire amount of the rental. Mr[redacted]made his move with the U-Haul truck and was refunded the full amount. Mr[redacted]asked for his gas expense of $20 and Mr. [redacted] said he could work with that request on a future purchase, however, Mr[redacted]declined.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On or about Thursday, 8/28/14 I reserved a Uhaul rental truck online, to pick up on Saturday. Although the rental period defaulted to 10 hours, I knew I would not be able to complete my move in this time, so I changed the rental period to 24 hours via the website. The rental price did NOT change. This was important, as, if it had shown me right then that I would have been billed for two rental periods/days, I would have priced other similar truck rental services. When I went to pick up the truck, however, I was told that I would have to have the truck back within ten hours or I would be billed for a second rental period/day. I protested that I had reserved the truck for 24 hours online - and that the price had not changed, nor was there any mention of a second rental period. I was told that I would have to agree to the terms I was being presented with or that I would not be allowed to rent a truck. I was also told that, on a holiday weekend (Labor Day) "You're lucky to be getting a truck at all." At this point, with my move in progress, I had little choice but to accept their terms. I told them I would not be able to get the truck back within ten hours, and they have in fact billed me for a second rental period for both the truck, and the dolly that I rented. In my mind this is a deceptive trade practice. While I do now note that, in fine print, the Uhaul website says "Subject to availability," when you rent a truck, it should have been made clear at the time that a 24 hour rental period was not going to be available for me. By the time I got to the counter, I had no choice but to accept their terms - they had me where they wanted me.Desired Settlement: I should be refunded one rental period for both the truck I rented, and the dolly, which comes to $49.95 plus 8.25% sales tax, for a total of $54.07. Uhaul should also change their online truck reservations. If the standard rental period is X hours, and a customer requests a rental for longer than that period, the website should CLEARLY show that the customer will be charged for two rental periods.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th and should post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they sent him 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,[redacted]Executive AssistantU-Haul International

Review: On 4/15/2013 I ordered a hitch and made an appointment to have installed on my car for 4/22/2013 at 2PM. I made arrangements to take the day off work so I could have this service done. I arrived at 2PM on 4/22/2013 only to be told that the last job was running behind. I waited two hours. At 4PM I was estimated that this last job would take yet another half hour. Other commitments prohibited me waiting any longer, and I left. (The installation of the hitch on my car was estimated to take an hour to an hour and a half.)Not a bit of remorse was shown by the employees for the inconvenience, or the fact that I lost a day's wages for nothing.Desired Settlement: I would like an official apology from UHAUL for the wasted day and loss of wages, as well as an offer of free installation (labor only) of the hitch.

Business

Response:

April 25, 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 Long Island, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a VIP Certificate for $60.00 to cover the installation labor for the hitch.

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