J.R.J. Tara Corporation

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

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

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have been requesting a change of date for a storage unit since 2011. I have had to have an advocate from the [redacted] advocate on my behalf . This past summer finally with the help of the advocate , she was successful on changing the date. This change of date marginally made my life better. I live in extreme poverty . I have lost my home , and had to put the rest of my belongings in storage. I rely on Social Assistance for the first time in my life. After paying my storage I have 40.00 left for food for the month . A fact known to the manager [redacted] and the President of the company .My cheque come in on the first. My storage was due on the 22nd . The week late always cost me late payment costs. Leaving me with now 25.00 I repeatedly told this to the manager . There is a long story of years of this manager being rude. I can send a further letter. Once the date was changed I saved that late fee.I also incurred late payments in excess of 15.00 because I simply did not have this money ,so I scrambled trying to borrow it.Several times I had pre liens and liens...and almost lost my storage.I have lost everything and now this was always a threat.I finally got the acknolwedgement and a 40 certificate was issued by the area manager not [redacted].I was happy with this and never would have pursued any further ,until I went in on the date the payment was changed and [redacted] said to me . You made me look like an as...and he said I had to pay the full amount because he could not find it in his records.I pursue it now..because [redacted] has treated me with no respect and no dignity .The change of date could have been done , saving me hundreds of dollars of fines over the years.I speak in public on Poverty and told the President . I was given a letter threatening to evict me if I did not stop harassing [redacted]. I am now extremely upset , because it seems I have no recourse . U-haul has the power to evict me and I have nowhere to go.This is a victimization of my rights to file a complaint.Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

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

Business

Response:

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

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

Issue #1:

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

Issue #2:

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

Business

Response:

December 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] and [redacted], followed up on the information [redacted] provided and sent him the following email:[redacted]; Thank you for allowing us the opportunity to review your complaint your recently entered. Our Marketing Comapny President has gone over your statement and we wanted to let you know what our position is on this matter. Safemove insurance is charged at a daily rate. Which on your rental it would be $28 per day, but we will go ahead and refund your creidt card back the $28 for the 2nd day due to the lack of information that you received when you picked the equipment up at our dealer. As far as the fuel charge of $30, we will not be refunding this. We have reviewed the repair history for the last 6 months and there has not been any fuel related issues with this equipment. Please contact the Marketing Company that you returned the equipment to as we do not oversee that location, [redacted], for any furhter issues to the return of the truck. Your refund of $28 has been processed today, 12/17/14. We sincerely apologize that you had issues with your equipment rental, and they will be addressed with the pick up location in [redacted]. We do Thank you for bringing this to our attention as we do appreciate your business and hope that you continue to use our services and products. Happy Holiday's Regards, [redacted] Executive Assistant U-Haul Co or [redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: U-Haul employee informed me that my U-Boxes would be weight and I would receive a weight ticket upon request. I have called and my husband has called for these tickets. And now U-Haul is informing me that it was my responsibility to weight my boxes long after the fact. Now I won't be getting my payment for moving.

Our U-Boxes didn't arrive on time. When they did arrive we weren't informed of their arrival.

There was charges to the incorrect visa card. After being told it was fixed.

Emploee says this is the first time anything has gone wrong in 4 years. Its not our company. Stating that it was me not them.Desired Settlement: This is the third thing this company has done during our move. Multiple months of calling and trying to fix what they have done. And more stuff keeps coming up. I'm am tired of calling and fixes their mistakes. This company hasn't done anything to fix all of the wrongs. I want a refund!

Business

Response:

January 20, 2015

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the recent information Mrs. [redacted] provided. He informed our office he has been in contact with Mr. and Mrs. [redacted] by phone and will continue to research their concerns in order to reach a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

While we appreciate the response given by Uhaul, their proposal to research the issue does not resolve anything at this time. If we accept this response then the Revdex.com will consider the matter resolved, which it is not, and we feel that to truly get any results from Uhaul the Revdex.com has to be actively involved.

Regards,

Business

Response:

January 28, 2015

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central North Carolina Regional Office, advised our office they have found no evidence supporting Mr. and Mrs. [redacted]’s claim. Mr. [redacted] mentioned that several inconsistencies in the version of events have been brought to his attention. Mr. or Mrs. [redacted] claimed to have attempted to submit their existing paperwork to the military for reimbursement, knowing that a weight ticket was needed and have run into a block in having their reimbursement approved. It makes no sense for them to come to us at this time to obtain a weight ticket that they state was initially promised to them. Mr. [redacted] withheld from Mr. [redacted] that he was no present for the initial contract as he was deployed. The contract was handled by his wife. This information does not match the number of details explained to Mr. [redacted] previously. Our U-Haul Center staff advised Mr. [redacted] that Mr. or Mrs. [redacted] relayed a female employee promised a weight ticket would be obtained, however, they told Mr. [redacted] that a male employee promised the weight ticket. After a careful research of the information and the fact that much of the details are contradictory, combined with lack of any evidence to support their claim, we have reached the decision to decline any form of reimbursement to Mr. and Mrs. [redacted].

Thank you for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

February 20, 2015

U-Haul Ref#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

March 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

What started off as a very bad experience with Uhaul was quickly fixed by their excellent national customer service. The individual places had issues reserving the correct truck size for me and telling me when it would be in and also decided to charge me an unexplained cleaning fee. However, when I filed a complaint through Uhaul, they gave me money back and apologized profusely, as well as gave me a future gift certificate that doesn't expire for 2 years. I was very impressed with Uhaul and would recommend filing any complaints directly through them. They were courteous, kind and bent over backwards to help me out once they realized their employees had treated me badly when I was moving.

My recent experience with Uhaul's customer service was so unprofessional and inefficient that I am actually taking the time to file a complaint. A charge was supposed to be refunded to my account and never was so I had to follow up with multiple, incredibly time consuming phone calls, of which each person I talked to had no idea what was going on with my account. I had to explain the situation over ten times to ten different people. Each of which told me that they had fixed the problem and to expect my refund within 3-5 business days, that never happened. My most recent phonecard was met finally with a manager who was the rudest person I had encountered so far, who proceeded to give me some line about how she didn't have to do this but she was and then actually hung up on me. I unfortunately did not get this woman's name but she surely should not be working in customer service and I would fire her immediately if I were her employer and listened to the attitude and negativity she presents to customers. Each and every phone call gets recorded supposedly, who is reviewing these records? Obviously no one. I am still waiting to see a resolution to this month long issue and won't be surprised if I have to call again. I will never deal with this company in the future because of it's horrific management and inefficient processes. They are so quick to charge you and your credit card but when you are due a refund, they will do and say anything to not give it to you, even when they have admitted that it is owed to you. Absolutely a horrible experience from start to finish.

I rented a moving truck from the U-Haul location on 5315 Summer Avenue June 29, 2014. When I went to put down the deposit, I told the lady behind the counter that I needed to leave my vehicle, but I would be back after they closed to pick it up and I asked where could I park. She told me, so that's where I parked. When I returned the truck, I noticed another one of their trucks parked diagonally in the area whenever the lady told me leave my vehicle, but I didn't think it'd be blocking the cars where I was told to park. I needed to find the drop-off box first, so I started to look for it when one of the guys worked there saw me wondering and asked if I needed help (it was after hours). He pointed to where the box was and drove off. After that, I proceeded to my car and noticed the lady that told me where to park sitting in her car. When I got to my car, I noticed the truck parked diagonally was blocking the section where I was told to park. I thought there's no way I'm blocked, there must be an exit on the side of the building. There was not. I drove back to the spot to see if she was still sitting in her car, but she wasn't. I called customer service to let them know what happened. I spoke to a gentleman long enough to give him my info and to tell him I was blocked in, but I was disconnected. I called a ride and waited. About 15-25 minutes later, a guy pulled up and started asking me questions. He never let me know who he was, plus he was very unprofessional. He had an attitude and a mean tone to his voice. Well, because of that, I got on the defense and our communication went south. After that, he told that someone had called him to let me out and he was there to do just that, but since I had and attitude and didn't like how I was talking to him, he wasn't going to unblock my car. He then drove off. He actually left me standing there when he could've helped me. Again, his attitude and the fact that he never identified himself started the whole altercation. If he'd said who he was and then asked me those questions, problem solved and I could've went home. I called customer service again to complain after my ride picked me up and the rep game a reference number to use when I called the regional office. The regional office put me in touch with the store that I rented the truck from and told me to talk to the general manager which, oddly enough sounded like the gentleman I had the altercation with. He apologized and refunded the cost of the truck (29.99). That was OK, but that wasn't the issue. I lost valuable time (I had to spend the night with the person who picked me up) and couldn't finish moving all my things until the following evening. A refund couldn't replace that time. It was the worst experience I've ever had as far as customer service is concerned. Oh and on top of tap, I was misquoted the price of the deposit for the truck, etc. when I called the reservation number. It was just a nightmare experience. Please be cognizant when spending your money with these guys, especially this location ([redacted], Memphis, TN). Hopefully your experience will be different.

Bad customer service from Manager [redacted]. He practice bad customer service in from of his employees and yelled at his employees in from of customers. I went in to have a hitch installed and he gave me bad time. I would never return to this location. Uhaul needs to get rip of this guy.

I set up a appointment online to have a hitch put on my van in Champaign IL. I received an email telling me that the appointment was on 6th at 3p and the location of the U-Haul place. When I arrived on 6th at 3p and was told that there was no hitch guy there and that I should have received a phone call from Bloomington that there was a change in location. When I was trying to get a refund from the Champaign office (had to wait on the manger)I received a voice message from the Bloomington office. I explained to them that no one had notified me about the change in location and was in Champaign therefore could not make it on time. I asked for a refund and the manger there said it was taken care and should get a refund in 3-5 days. It was day 6 and I still have no refund. I called the Bloomington office to figure out why no refund was issued yet. They told me that the Champaign office was charging me a cancellation fee of the full amount. I told me that they could refund the amount but it would be 3-5 more days for a refund. I got the corporate U-Haul number and called them. I got transferred 5 times and each time told my problem to another person. Finally I got a hold of some one who could help be but do the banking rules she said it will still be another 3-7 days for a refund. Today is the 15th and I still have not received a refund for the service and parts.

I rented a truck gave my credit card info but I kept the truck an extra day. I was told that I owed more which was fine. The gentleman told me that I had to wait 30 days to receive a statement from their headquarters. I never received a statement but my card was charged without my knowledge. I was told that I was sent to their collection department for not paying. How can they charge my card without my knowledge, I see that as fraud. When I spoke to the manager he could not give me a straight answer with why my privacy was invaded. I am not denying what I owe, it was just very shady how they went about it.

Review: I'd like to say that Uhaul did not check it's truck's tires properly, especially knowing this truck would be going cross country. In Alabama at 725am the right rear inner tire blew out, almost causing a fatal accident and possibly killing my husband and father in law. Luckily there weren't many cars on the road at that time or it could have been extremely bad. So we had to go to the next exit which ended up being a rest area because we were in the middle of nowhere with nothing to eat or drink and waiting 5 hours for a repairman to come to fix the tire. I'm extremely glad I asked the Uhaul emergency line to have them bring 2 tires as well because when we looked, the tire next to the one that blew had cracks in it and terrible tread. I am totally shocked that they could have sent out a truck in this condition!!! Not only that, but afterwards continuing on our trip after wasting 5 hours of our time with 2 young children, 2 cats and 2 dogs... The check engine light also came on. At that point we were just ready to get to Houston and we just let them know about it when we dropped off the truck. So total this trip took us 25 hours when it should've only been 20! Also, something more I need to complain about is the fact that when we rented the trailer, we were only going to need it for 2 days, yet we did not get any choice in the length of rental. Therefore we had to pay over $500 to rent the trailer for 4 days when we only needed 2 days. Not only that, but the repair man (hired by Uhaul) said this happens frequently and Uhaul doesn't check it's air pressure regularly. Also the people at the drop off location in Houston said tire blowouts happen frequently, but they insisted that they DO check the tire pressure on every vehicle. So then why are blow outs SO common??? That's a HUGE liability!!! No wonder they force everyone to get insurance when renting one of their trucks!!! Other trucks I've rented gave us the option! And they don't really care if people are killed or maimed because of these so called blow outs that "happen all the time"????? These are people's lives and families they're messing with here!!! I have absolutely NO idea how they can still be in business operating this way! I have already posted multiple pictures on my facebook page and have told all my friends NEVER to use Uhaul! If you'd also like to see some pictures, I'd LOVE to share them with you! Just give me an email address to send them to.Desired Settlement: So I seriously want at least half of my money back on the trailer rental and I don't know how they are going to compensate us for the totally unnecessary interruption to our move, our lost time, shock at possible catastrophe and the undue distress placed on the children (and pets) while waiting so long without food. This is a ridiculously unnecessary outcome that shouldn't have happened had someone actually been doing their jobs.

Business

Response:

October 26, 2012

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

Ms. Carolyn Jones, our Executive Assistant for the U-Haul Company of Louisville, followed up on the information Mrs. [redacted] provided. She left a message for Mrs. [redacted] but did not receive a return call, therefore, she sent her an email with an offer to refund $300.00 for the delay she incurred due to the breakdown.

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:

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 regarding UHaul Moving & Storage at South Cobb in Smyrna GA. I had a pod storage unit beginning in July of 2012 and ending in September of 2012. My unit was reserved online, my only direct contact was when I was loading the unit. I was set up with a web self storage account and the payments were made automatically using my debit card. In September I used the messaging system on the web self storage account to notify Mr. Alvarenga, the manager, that I was interested in retreiving items from the unit and wanted to know the process to do so. I also subsequently called and left a message at the 7704325249 number indicating that I needed to reserve both movers and to end my storage lease. I was then contacted by a moving company Easy Movers, who retrieved, unloaded, and returned my pod unit on September 22nd. On or about October 15th my account went negative. When I investigated to determine why it went negative, I found that, though I had vacated the pod, I was still being charged the monthly storage fee. I called and was transferred three times, no one being able to indiate why I was charged. As a result, I was charged an overage fee of 35$. I again attempted to use the web self storage account to contact Mr. Alvarenga. To date, I have not heard from anyone to explain why I was charged although I had vacated the unit. I normally am able to amicably resolve situations like this on my own but the complete lack of response to my inquires is of great concern. Uhaul holds people's valuables and therefore holds a position of trust. This web self storage account is an integral part of how you now do business (it is my understanding that the storage people themselves were accessing account information using the vary same system. In this instance it failed to serve as a tool for me to communicate with the site and it failed when I called in as a tool for the company to be able to determine the status of my account.Desired Settlement: I am requesting a refund of the October charge and payment of the overage fee.

Business

Response:

November 6, 2012

Thank you for your concern for our customer [redacted]

Ms. Wright, our Executive Assistant for the U-Haul Company of Northern Georgia, followed up on the information [redacted]provided with our U-Haul Center GM. She informed our office [redacted]was contacted and offered an apology for the error and also advised of a refund for $109.15.

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 the business in reference to [redacted], this resolution has been executed and is resolved. I appreciate the swift response of both corporate and the local manager. I also appreciate your faciliation of this matter. I think that this was likely just a one time snafu, which any good business may experience from time to time. Please feel free to include these comments in their public file.

Regards,

Review: I reserved a truck more than 2 weeks ago. we were told we could change the date. we were called the day before we were scheduled to pick-up the truck and informed they had no trucks in our area.then we were told we would have to travel 135 miles to pick up the truck. then we were told that we would have to pay for the additional gas required. after 35 minutes on the phone and numerous call transfers, we were told u-haul would only cover $40 towards gas. our current gas price is $3.65/gal. that does not include even my gas cost to drive my car there to pick up the truck. I am very unhappy with the policy and the costumer service. we were told by [redacted] that he was head of corp. affairs. His name is no where in the corp documents, therefore I feel he lied to me. this is hardly a fair business practice.Desired Settlement: I would like a refund for the total cost of gas for both my car and the truck. I would also like [redacted] to receive a reprimand for lying to customers.

Business

Response:

September 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Kansas, followed up on the information Ms. [redacted] provided. She addressed the situation with our Traffic Manager, Mr. [redacted]. They advised our office that Ms. [redacted]'s reservation was originally for August 31st. The closest truck available at that time was in [redacted], CO, which was 134 miles from Goodland, Ms. [redacted]'s preferred pick up city. Mr. [redacted] went over other options with her, which were to either change the pick up date to Tuesday, September 4th, as they had a truck that was due to return in Colby, KS and only 42 miles from Goodland or set them up to rent the truck in [redacted], CO. Ms. [redacted] agreed to change the date of the pick up for September 4th. Mr. [redacted] explained our Reservation Guarantee Policy and advised her he would issue her the $50 Reservation Guarantee Fee because of the change in the pick up date. Ms. [redacted] called back and decided to take the truck in [redacted] instead. Mr. [redacted] changed the date back and set the reservation up with our dealer in [redacted]. Ms. [redacted] called our Regional Office in Southern CO and requested to be reimbursed for fuel to secure the truck in [redacted]. Although she had been informed how our Reservation Guarantee works, Mr. [redacted] did issue another $40.00 to help cover her fuel expense.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I do not feel that the options that U-Haul gave us were reasonable, given that they are such a large company. How does $50 help me get my things moved when I have to be moved out of my home before Sept. 4th because someone else is moving in? It seems like if they really care about their customers, they could have used that $90 they gave to us to have one of their employees bring the truck to us. Remember, we had been packing and packing, as most customers, and we were tired and had to spend much of the day driving to [redacted], CO from Goodland, KS and back. We had to use our own vehicle, which broke down right after we got back home from [redacted]. As soon as we got back, even tho' we were exhausted, we had to get busy loading the truck and get our things out of the house and then drive to Hays, KS where we were moving, and get the truck back on time. As large a company as U-Haul is, and especially in the western Kansas area, I feel they could have been much more helpful if they would have had one of their employees deliver the truck to us (at the Goodland U-Haul). I don't feel that is too much to ask and we would have been satisfied customers.

Business

Response:

November 30, 2012

Review: I moved from Aberdeen, Washington to Fairbanks, Alaska the second week of October 2012 with my family of 7 including three of our children and our parent. I rented a Uhaul truck from one establishment in Hoquiam, Wa and a Trailer from another in Hoquiam, Wa. During my move, the trailer blew a total of 3 tires The first occurred outside of Whitehorse, YT and the second and third between the US and Canadian Border crossings on the Alaskan highway. Two of the tires I had to replace myself as Uhaul could not readily find a service technician and the closest one would not cross the US/Canada Border. One of the replacement tires I was given was weather cracked and not safe (I have pictures). In all, the blown tires cost my family two days and an additional $550.88 in expenses. I attempted to file a claim in Fairbanks upon arrival as instructed by Uhaul customer service and was told they would not process the claim for the truck and trailer because I did not rent it from them. The gave me corporate contact information. I called the Number given and was referred down to a [redacted]. [redacted] agreed to refund the cost of the Truck and Trailer rental in exchange for my additional expenses and labor for servicing their equipment. He said 3-5 business days I would receive a credit. I sent him an email 8 days later after no credit was received. I then sent his supervisor and CC'd him an email 4 days later after no response from him. I sent them an additional email 5 days later and again, no response. It has been over a month now and no response or credit.Desired Settlement: I would like a refund for trailer and truck rental credited to my card for my; poor experience, two day delay, labor for servicing Uhaul's vehicle, mileage traveling back and forth from border crossing to get tires and equipment and for providing me with unsafe tires.

I would like a refund for $550.88 in cash for my additional hotel/food expenses as well as tire chains that Uhaul did not provide and I was made to purchase and roaming charges for phone calls made to Uhaul's customer service and hotel in the Yukon territory.

Business

Response:

December 18, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Field Manager for the U-Haul Company of Southern WA, followed up on

the information Mr. [redacted] provided. He informed our office he spoke

to Mr. [redacted] and was able to reach an amicable 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:

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

Regards,

This statement is false. [redacted] contacted me over a month ago and we agreed on a refund in exchange for my expenses incurred. He told me that the refund would be processed within 3-5 business days. I waited 8 days and no refund was processed. I wrote Mr. [redacted] and email 8 days later and got no response from him. 4 days later I wrote him another email and cc'd the people who put me in contact with him. No response. 5 Days later I wrote them another email and no response. Mr. [redacted] failed to follow up on his promise. I received a phone call yesterday from a Uhaul representative named [redacted]. I again agreed to accept a refund and she told me it would be processed in 3-5 business days. I am going to wait until the transactions clear this time before I accept anything as resolved. I included the original letter I sent along with pictures and copies of emails sent AFTER the agreement was made. The Uhaul business in fairbanks told me specificaly that [redacted] would give me the run around and he did so it upsets me that this is the person listed as resolving my complaint.

Business

Response:

December 24, 2012

Thank you for your continued concern

for our customer Mr. [redacted].

I did confirm both credits for the full

amount of the truck rental fee and full amount of the trailer rental

fee, $1,776.10 and $379.40, were issued back to Mr. [redacted]'s Master

Card account on December 18th. A credit card company has

up to 30 days to post the credit to an account. The credits should

post on his next credit card statement depending on the cut off date

of his 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: This is a long story that I will not be able to fully describe in 2000 characters but I do have this written out in an attachment I can send. Briefly. I have a 98 Mercury Sable and wanted a trailer large enough to tow my motorcycle and some of our belongings. I described this intent to U Haul over the phone when making the reservation and when at the U Haul Center. I feel I was grossly mislead that I could safely haul this trailer with my car. I had a hitch installed 6/16/12 which was disorganized and was about to leave without everything I paid for until I pointed it out on my receipt. I picked up my 6x12 trailer on 6/30/12 at Advance NC (the Winston Salem location directed me there since they didn't have this trailer in stock). The trailer leaned forward quite a bit and did not seem to get any support from the rear tires. The man that hooked up my trailer reassured me that its typical when hooking trailers up to cars. On 7/6/12, we departed Clemmons, NC and headed towards Austin, TX. Soon, other concerns became evident as the car was unstable to drive and the check engine light came on after 30 minutes of driving. We were leading transmission fluid so we checked into a hotel overnight. On 7/7/12 I took the car to a [redacted] and [redacted] and a pair of mechanics at each location thought the trailer was way too big for my car and should never have been attached. The tongue of the trailer was about 2 inches above ground and there was less than an inch of clearance between the rear tires and the fenders. The consensus was that it was dangerous to drive and should not be driven to TX. I went to a total of 4 U Haul locations attempting to get help. Each one said they couldn't help and recommended I go to another one. At the final location on Ashley Rd in Charlotte, NC I turned in my trailer for a 14' truck and auto transport.When the trailer was taken off my car I noticed the rear end didn't spring back to its previous height.Desired Settlement: Full payment of diagnostic and [redacted]airs required to bring my vehicle back to its pre-uhaul state, approximately $1300 for transmission work and [redacted]lacing the rear shocks/struts. More damage may be seen once they start the [redacted]airs. Food and lodging for one extra day of travel ($130). Additional cost from making the switch to the truck and auto transport ($190.56). These were not the only blunders along the way. There were also some very helpful people too. Would like to send attachment.

Business

Response:

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

[redacted] the Executive Assistant in our High Point, NC Regional Office has spoken to Mr. [redacted]. The damage claim with [redacted] ,our insurance carrier, has been denied and Mr. [redacted] advised Mr. [redacted] to contact them again regarding his concerns.

Mr. [redacted] informed Mr. [redacted] he has processed a credit for $320.56 to Mr. [redacted]'s credit card for the equipment swap out, lodging, and meals. The credit should appear on Mr. [redacted]'s next credit 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.

Although I do appreciate the $300, this does not address the largest expense of the $1200 damage to my car. In one of my most recent conversations last week with the insurance company ([redacted]) and U Haul I discovered I paid for one type of ball mount and was given another. The ball mount I should have received had a 3" rise. The increased rise would have decreased the amount of trailer that was leaning into my car, decreased the load the hitch was carrying, and certainly made the tongue of the trailer high enough to clear speed bumps (like I said before, this sends a shocking force first up then banging back down onto the suspension/struts). I voiced concern about the angle that the trailer was leaning into the car but was assured its "normal" when it truly wasn't. I am not sure if this response is taking this most recent information into account.

Its not only about the damage to my car but the entire experience with customer service. I rarely have so much trouble with any single company and this is by far the worst customer service I have received during any of my moves. I would like to post a review on this company. I don't feel like I am asking for anything extraordinary, just a neutral outcome. I feel this is an opportunity for them to make right the results of a series of mistakes and poor customer service.

Regards,

Business

Response:

September 18, 2012

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

Ms. [redacted], a Claims Supervisor for [redacted] Insurance Company of NE, reviewed the information Dr. [redacted] provided. She explained, according to the paperwork, the hitch installed on Dr. [redacted]'s 1998 Mercury Sable on June 16, 2012 was a Class II hitch with a 3.125 rise, which disputes his allegation that a Class I hitch was installed. Dr. [redacted] indicated he should have received the ball mount with a 3” rise, which the paperwork shows he did. The U-Haul contract advised Dr. [redacted] not to exceed 2,268 pounds of cargo. As a self move company, U-Haul has no prior knowledge on the mechanical soundness of a customer's vehicle. In this case, Dr. [redacted]'s vehicle, which is 14 years old. The suspension issue that his vehicle is experiencing could be related to normal maintenance that must be performed on vehicles. We also do not know if Dr. [redacted] followed the guidelines regarding the weight of the cargo. If it was exceeded, it could have contributed to the issues he experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I attached the paperwork that Ms. [redacted] refers to regarding the hitch installation. She is correct that it says there is a class II hitch with a 3.125" rise on the order sheet. I was told by a uhaul center employee where I had the trailer removed that it was a class I hitch. I looked under the car and the hitch attached to the car's frame is what was ordered so the employee was incorrect in that statement. My claim regarding the ball mount is that the ball mount installed on my car was NOT THE SAME as what was on the receipt, which is why I emailed the [redacted] employee at [redacted].com on 8/22/12. I emailed him the uhaul's website photo of the 3.125" hitch I ordered and what was installed on my car. I don't remember which photo of my car I sent him so I attached both that I had. Please notice that it is not the same as what I ordered and it would have held the trailer high enough that it tongue of the trailer wasn't banging on the road.

I was aware of the weight limitations, loading instructions with weight distribution, and potential harm it can cause if I overloaded trailer. I can only respond that I don't believe I went over the weight limit. The only way I could attempt to support that belief would be if I had visited a weigh station and even then I imagine that could be disputed. That can only be taken on good faith.

I also understand that they are not familiar with my car and how well I keep up with its maintenance or its condition prior to installing the hitch. Although its only 14 years old it only has 100k miles on it. The specific damages to my car are not part of normal wear or lack of maintenance and most importantly, the damage was not there before the fiasco with uhaul. I don't see how that could be proved so again that can only be taken on good faith.

You say that you are "committed to providing customers with the highest standards of service" and that is the main point of my complaint. The entire experience from start to finish was a mess and as each of the several problems came up throughout this experience the customer service was disasterous. Understand that I didn't get what I purchased with the hitch install, I feel uhaul [redacted]resented themselves as having expertise and knowledge in areas that they should never be advising their customers, I was misdirected multiple times while attempting to get the trailer off my car, this poor conflict resolution, and my broken car to top it off.

You don't have to believe me about the car but do understand that my customer service experience was the worst parts of my involvement with uhaul. If you don't want to [redacted]air the car then refund the original rental expense of the 500 and something dollars.

Regards,

Review: I was told by a representative of this establishment that upon returning the U-Haul to the destination location a day early that I would be credited half of the rental amount. After returning the U-Haul early as I agreed I would, I contacted both the destination location as well as the rental location regarding the refund to my card. The destination location could not do anything but was very helpful. I called the rental location to inquire about the refund only to be told that it could not be provided. I asked to speak to the general manager and explained the situation only to be told by him that the mistake had been made by a new employee. I informed the manager that it did not matter whether it was a new employee that I was still expecting to have been refunded the amount I was told would be refunded. I ended the conversation by saying that I would be calling U-Haul company directly and that I would be contacting the Revdex.com. I did contact U-Haul which did nothing to resolve the issue. So now I am posting here to the Revdex.com so that other customers can be forewarned about this location. Product_Or_Service: Enclosed U-Haul Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund $85.50

Business

Response:

February 15, 2013

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

Our GM of our U-Haul Moving and Storage of Wilkinson Blvd. advised our office that a credit for the requested amount of $85.50 was issued back to Mr. [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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a U-Haul from the store, used it all day then returned it to the store after putting in $40 in gas back into the truck. The fuel gauge Didn't work. I got a receipt for fuel right next door at **(at time of fueling). I went to Uhaul to settle up the debt, then I was informed I still owed $198 for Fuel and Mileage. I then asked to speak with the manager, and was told he wasn't there and he would be back around 2 p.m. I left and then Called 9-29-12, the manager was rude and disrespectful. I told Him I had a receipt for the fuel, with date, time, and place, then he told me I could've put the fuel in at anytime, and anywhere in the State. Then he hung up on me because I was Irratated Because what he just told me. On 9-28-12, I was talking with another Employee of Uhaul and he said "Alot of these Trucks have messed up Fuel Gauges."Desired Settlement: I don't have a Problem paying the mileage owed on the Truck. My problem is I put gas in the Truck, and they Still charging me for fuel. It's not my fault their Trucks Have faulty gauges. According to my calculations I still Owe $130.35 for mileage, according to the Contract.

Business

Response:

October 22, 2012

Thank you for your

concern for our customers Mr. [redacted] and Ms. [redacted], whose

name actually appears on the rental contract.

Mr. [redacted], our GM of

our U-Haul Moving and Storage of Southeast located in Des Moines,

followed up on the information Mr. [redacted] provided. He informed our

office he found no issues with the fuel gauge on the truck in

question and issued them an email in response explaining the charges

are valid 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

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.

One of the employees of the Location Had also told me right after another employee informed me of the incident that several of the trucks had messed up fuel Gauges. I have Rented Several trucks From U-Haul, When [redacted] was the GM of the Location, I told Him about the Problem and Showed reciepts for fuel put in the Trucks and problem Solved. Mr [redacted] told me "Receipts don't prove nothing, You could've put gas in it anywhere in the state." I told him the reciept was from the ** directly across the street, with Date and Time. I also asked him to look on the Camera system to see where the truck came from when I returned it to the Store. He proceeded to tell me "Not to ever come back to his Store." I'm not disputing the mileage charge, yes there should've been $132 due for mileage, but not the fuel charge of the remaining balance. I will send an Employee to the Store and get the Guys name who told me about the "Gauges being messed up in several trucks". I didn't have a problem until [redacted] became the General Manager. When I worked for [redacted] My boss [redacted] had Problems with [redacted] at the other Location. I don't have a problem with U-Haul its Just [redacted] is starting to give them a bad name. I've Been hearing alot of Problems from my Customers about the Service they get From Mr. [redacted]. I had a Customer Reserve a Truck with [redacted] and when they Got there [redacted] Gave them a smaller Truck, we had to make 2 trips and Cost the Customer more money then need be. Then the fuel Charges were added to their Total due. the Customer didn't want to dispute it and just paid the extra Charges. I informed them that I had a Complaint against them, and they should make one to. Anothe Customer was Charged $100 for a truck she ordered online, then went to pick it up they had no truck or paperwork for her. She showed me the reciept she printed off. I think it's messed up how they can do this to people and it be ok because they Public don't want to fight for what is Right. [redacted] is not right. He is a Lier. Let God be my Witness. And you may Call my witness [redacted] @###-###-#### or ###-###-####. He walked over to the store to get an employee to show we was putting fuel in the truck and there was nobody there.

Regards,

Business

Response:

November 27, 2012

Review: Booked a trailer rental online (Order #[redacted]) for 3 days.

In the order it states that I have the "requested" the trailer for 3 Days & 4 Hours.

We returned the trailer and was told the bill would be emailed to me since I was using the CC that I used to reserve the trailer.

Though I would dispute the time on the bill statement as I think the start the time when you start the process & not when you leave the location, and they stop the time when they process the paperwork and not when you drive into the location......the bill shows that we had the trailer for 3 days. 1 hour and 26 minutes (again, I would STRONGLY dispute this), well within the booked rental time.

The charges on the bill sent to me electronically was for 4 days!

This meant another $49.75 charge as I had insurance coverage.

I have made a formal complaint with the National UHaul service a week ago, but have yet to hear back.Desired Settlement: I would like the charges reversed, and compensation for time trying to get the charges reversed.

Business

Response:

May 9, 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 Van Nuys, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund she issued him for the extra day charge of the rental and Safemove Protection fee in the amount of $61.75.

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 attached the trailer emails to the unresolved complaint of lost items at the 7242 Hwy 85, Riverdale, GA location

4/29/13

Good Evening Ms. Worth,

I finally received a call from Mr. George Jackson, stating after his manager (did not get name) viewed the tapes, the manager did not see anything on the camera located in the garage. Given this update, it does not change the fact that Gary Willis confirmed that he found the items and put them in the garage.

I would like to know who the manager is Mr. George Jackson is referring to and would like to also have this entire email conversation sent to Brent Atwood-President at U-Haul Company and the manger who viewed the tapes in hopes of hearing from Mr. Atwood to get a better resolve than $25.00:

U-Haul is suppose to be a well rounded company with high standards and should be able to bring closure to such a matter.

Brent Atwood-President

at U-Haul Company of Western Georgia

Monday, April 22, 2013

I'm doing a follow up on the below issue/request. Although I received an apologetic phone call on April 15th from the manager, Mr. G. Jackson and again the $25.00 to replace my items, I feel this is still unacceptable. Never was there an explanation of what happened or if video was reviewed between the hours my items became missing;. I would like to speak with a First Line Manager and/or someone from corporate. Looking for a resolve on this.

Wednesday, April 17, 2013

Subject: Lost Items

Good Evening,

On April 11th, I went to my Uhaul storage unit #0034 located at 7242 Hwy 85, Riverdale Ga 30274 around 2-3 pm.

After leaving, I realized I had left a dumbbell with weights outside my unit. I called back up to the storage and spoke to Gary Willis and informed that I left the one curl dumbbell with weights (2-5lbs and 2-10lbs weights) outside of my storage unit. Gary informed he would not be there on April 12th and would write a note and leave it in the garage (where vehicles are serviced) on the dumbbell

On my return the next evening April 12th , I spoke with Jermaine McDaniels, Seaten Crenshaw, Nicole Saunders and Kenneth Richardson. They all looked in the garage area and could not find the weights or the note Gary Willis wrote. Gary and Bryan both confirmed that it was left there.

From the first shift of 7am to 3pm, the morning of April 12th, my items came up missing.

Both Jermaine McDaniels and Seaten Crenshaw called Gary and he explained where the note as well as the dumbbell and weights should be. Ms. Crenshaw gave me the number to call George Jackson (manager) who would not be back until Monday, April 15th.

When I spoke with George Jackson on Monday, he said give me time to investigate the issue and he would call me back. I never received a call from Mr. Jackson so I called him Wednesday, April 17, he informed the missing items could not be found. Mr. Jackson said he was authorized to give me $25.00 towards my curl dumbbell with weights.

I find this to be unsatisfactory with the response. There was no explanation of the procedure, no evidence if he checked the cameras. In a very unprofessional tone, Mr. Jackson said, “Just make a police report”.

The price of missing items is as follows:

1. Pro Olympic Dumbbell Bar = $64.00 x 1 = $64.00

2. 5lb Grey Standard Weight = $19.00 x2 = $38.00

3. 10lb Grey Standard Weight = $20.00 x 2 = $40.00

TOTAL: $142.00

Even at a depreciated value, it would still be more than the $25.00 Mr. Jackson offered.

I would really appreciate your assistance in this matter.

Regards,

//////////////////////////////////////////////////////////////Desired Settlement: They have suggested paying me $25.00 for items that were misplaced by their employees. My values are worth $142.00. I would even settle for 100.00 but, not $25.00 that is not acceptable.

Business

Response:

May 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Regional Office for the U-Haul Company of Western GA followed up on the information [redacted] provided. They advised me [redacted] stated he would return the following business day to retrieve his items, however, the next day it was discovered the items were no longer there. The security video tape was viewed and nothing showed evidence of anyone taking these items. Although we cannot be held responsible for items left behind, I have issued [redacted] a VIP Certificate for $71 to his email address, which is half of the amount he is claiming for the loss. The Certificate can be applied to his storage unit or used toward any future purchase or rental on the many products and services U-Haul has to offer. The Certificate is also valid for 2 years.

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.]

Thank you for helping me in 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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,