J.R.J. Tara Corporation

Review: I went uhaul on Sept 26,2014 to get a truck to move one load of furniture which was from [redacted] to [redacted] which is only 9miles came back to turn truck in they said I went 41miles I said that was not correct I wanted to speak to someone finally someone called me back very rude said I was a lier and then hung up on me he did not check mileage correctly upon leaving with the truck first of all he told us to go out and look for damages and I did there was more damages on both front bumpers that was not noted so I let the guy know about that and he said he didn't realize there was more damage so he noted that so my point is if he didn't notice all that visible damages to the front bumpers on the truck then he didn't check mileage correctly he didn't even let us check upon leavingDesired Settlement: I feel I should only be charged for the correct milage I used which was 9miles

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he was not able to confirm any mileage discrepancies surrounding their rental and no adjustments made to the truck in question prior or following their rental. However, Mr. [redacted] advised Ms. [redacted] he would issue a refund for the difference in mileage in order to resolve the issue.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I contracted UHaul on [redacted] for storage services for near 2 years. The contents of the storage unit (#[redacted]) were picked up on Nov. 19, 2012, and delivered to me on Jan. 31, 2013. It was immediately obvious that articles/boxes were missing/stolen. I have tried to make sense of this by acknowledging that I was regularly behind on payments, and I surmise there is a "Storage Wars" culture at many storage companies, so they probably assumed the contents would be auctioned off eventually, so it was fine to start showing the contents to bidders / selling off or stealing from the unit before then. As noted, it was immediately obvious that articles were missing, ones that had not been packed (small antique pieces of furniture) or ones in original boxes (flatscreen TV), and the list of missing articles/boxes is extensive. And many are antiques or unique art works, so hard to replace or irreplaceable. (Note that I also moved recently, so did not open all the boxes due to the move. Also in part because it just made me too sad to even comtemplate the full extent of missing stuff).Desired Settlement: Full refund for failure to honor services paid for. I can provide a detailed inventory for the majority, with images, values and receipts if desired. And I realize this is most likely a matter for the police (theft over $10,000 by UHaul company individuals) rather than just a Revdex.com services claim against the company itself for negligence / failure to honour the contract for its services. So please advise if I should contact the police instead.

Business

Response:

May 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Field Manager for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. She informed our office she corresponded with Mr. [redacted]by email. She explained Mr. [redacted]stated the contents of his storage unit were picked up on November 19, 2012 and not delivered to him until January 31, 2013. We have no knowledge where his belongings were stored for that 10 week time period. Mr. [redacted]is contacting us 6 months later about missing items. Ms. Keenan’s most recent email to Mr. [redacted]relayed that his best option would be to file a police report because U-Haul staff never entered his storage unit, nor had we ever inventoried his unit for any reason. Mr. [redacted]wished to send a list of the contents of his unit, however, because we were not aware of the contents from the beginning, the list would serve no purpose.

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 would like to express my dissatisfaction with a UHaul vendor this past

weekend on 3/29/2014 where I rented a UHaul truck from the Berwick

Storage Supply Facility in Berwick, Maine. I was given a 14' truck

instead of a 10' as desired. When I arrived, they informed me that I

would get the 14' truck for the price of the 10' truck. I agreed but was

not satisfied because I only really needed a 10' truck. I also was

informed to bring the UHaul truck back to the Berwick Maine facility

because they like having the 'newer' vehicles on site for use. I was

confused about this comment because in all my past experiences renting

from UHaul I was able to drop the UHaul truck off at another UHaul

location. If informed about this, I would of saved alot more money

upfront. It appears they wanted the truck returned because they didn't

want the truck to be replaced with an older model. In any event, the

truck was returned well before the 2:00pm deadline to have it back to

the Berwick Maine Storage Supply facility. When I returned the truck,

the owner questioned me on the gas. The gas gauge was exactly the same

as indicated on the sheet of paper provided upon pick-up. Unfortunately,

it was extremely challenging to discern for him because the little tick

marks do not appear on the actual gas gauge. Upon return, I had put

almost $10 worth of gas in the UHaul vehicle which was ample amount.

After stating that I thought I was being "nickled and dimed" the owner

shouted to me "smart [redacted] I felt that this treatment was extremely

unprofessional of him. The storage facility charged me an extra $5.00

that I just agreed to satisfy their end of the bargain. At this point I

am extremely frustrated and will be seeking the Revdex.com in this matter for

assistance. I am asking for a full refund of the cost. Please let me

know how you would like me to proceed. The UHaul contract is attached

for your convenience.

Thanks in advance,

Attachment: UHaul Contract #[redacted]Desired Settlement: Refund full amount paid on credit card.

Business

Response:

April 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the lack of customer service we provided. Ms. [redacted] also offered to send him a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She advised our office a refund will not be issued. Ms. [redacted] made a reservation with the U-Haul location for a round trip rental and was not charged for any fuel discrepancies.

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,

Dissatisfied with treatment of customer service satisfaction and charged outside for fuel outside Uhaul contractual obligations with third party vendor. Requesting $50 refund be applied back to credit card.

Business

Response:

April 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, informed our office she sent Mr. [redacted] an email advising him of a refund for $50 as requested back to his Visa account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I vacated a storage unit at this location on February 12, 2015. The lady stated receipt would be emailed. As I have had previous receipts via email, I did not question it.

Today, February 14, 2015, I received a bill for storage rent due of $160.22 and a move out date of February 14, 2015.

The billing date and the move out date are the same on this invoice and is dated today, whereas the move out date was February 12th.

I would like to know why the move out date was not processed until today, and a receipt indicating a $0 balance due, not $160.22 as indicated.Desired Settlement: U-Haul to issue a corrected statement showing the correct move-out date and the balance due of $0.

Business

Response:

February 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office a receipt will be sent to Mr. [redacted] showing a $0 balance owing on the storage unit.

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 8/2/12 I went to te U-Haul located at 1033 Mahoning Ave. Youngstown Ohio to fill my propane tank up. A worker came out to the pump and as he was hooking the tank up to the pump he says "that will be $20" I said "how's that; you don't even know how much gas I am going to need" he responded with thats what we charge for topping off tanks. I then told him I had just read thier sign indicating they charge by the gallon. He fills the tank and says "thats 3 gallons that will be $15". I asked how much was it a gallon and he replied "$5". When I got home I pulled up U-Haul's web site and it indicated the current rate was $3.77 a gallon. I called the store and Danielle answered; I asked to speak to the manager and was told he wasn't available. I told her the story and she took my info and said the manager would call me back. After a half hour or so I went back to the U-Haul and spotted the employee and said "didn't you tell me the propane was $5 a gallon?" He said yes and I informed him I had checked the web site and it was $3.77 a gallon. He goes inside; goes behind the desk, examines something, opens the register and gives me a $5 dollar bill. The manager of the store never called. I called U-Hauls national complaint number and they transferred me to the Regional Rep who after hearing the story asked "well what is you want from me." I told her that I wanted U-Haul to stop ripping off employees purchasing propane gas. She is supposed to get back with me. I wanted to post a review on the site to make the public aware of the scam; however I wasn't able to. Apparently a customer has to purchase a service that was entered into U-Hauls computer to be able to comment on thier web site regarding the service.Desired Settlement: I would like to know that U-Haul addresses this with their employees and establishes a procedure to ensure that employees don't charge whatever they want to at the pump. The price of the propane gas should be posted at the pump with an explanation of the unit of measure displayed at the pump (gallons vs lbs). Also, customers should always receive a receipt indicating the amount of fuel purchased at what price per unit and the total amount charged.

Business

Response:

August 24, 2012

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

Ms. [redacted], our President for the U-Haul Company of Akron, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] briefly and also addressed his concerns with our U-Haul Center GM. She explained that u-scan was used at the pump so the receipt would have been printed at the counter inside the Center. When Mr. [redacted] returned, he was given back $5 and the paperwork was corrected after Mr. [redacted] left the showroom. Our Center location has a scale and a reader that tells us and our customer what is pumped and what to charge on the receipt. Ms. [redacted] assured our office that our policy has been reviewed with our GM and the staff at our U-Haul Center to ensure proper procedures are being followed locally.

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: Multiple Issues for the same U-BOX1) I paid $1600 for the shipment of a U-Box from [redacted] to [redacted]. It was shipped a week and a half late. We were charged an extra months storage and insurance automatically 0ver $106. We shouldn't have been charged as it was shipped late and we would have had it before the extra charges if they didn't ship late. I want a full refund for the extra charges.2) I paid $1600 for the shipment of a U-Box from [redacted] to [redacted]. It was shipped a week and a half late. We were charged an extra months storage and insurance automatically 0ver $106. We shouldn't have been charged as it was shipped late and we would have had it before the extra charges if they didn't ship late. I want a full refund for the extra charges.3) The U-box was lost for over a month and another extra months storage and insurance was charged over $106. When the [redacted] to [redacted] shipment didn't show up on time (due to being late and then lost) we called and emailed both sites and the corporate office and no one could find it. On Monday June 23 we finally got an answer that is was found at the [redacted] site and it had no paperwork and no one knew who it belonged to (even though we called the site and emailed and called the sites district manager and they knew it was expected and lost).SUMMARY1)We want a refund for three extra storage and insurance payments automatically taken from us totaling over $318 for the examples above.The loss of the contents in the U-Box caused many hours of our time trying to find it and we had to buy clothes (including a suit) for school interviews and job interviews and just cloths to wear as well as other items (bed etc) that caused problems.2)I also want a refund for the $1600 shipment cost from [redacted] to [redacted] as it shipped a week and half late and was lost and didn't show up until over a month after it actually shipped and a month and a half or more from the date is was supposed to ship and I paid for it to ship.Desired Settlement: 1)We want a refund for three extra storage and insurance payments automatically taken from us totaling over $318 for the examples above.The loss of the contents in the U-Box caused many hours of our time trying to find it and we had to buy clothes (including a suit) for school interviews and job interviews and just cloths to wear as well as other items (bed etc) that caused problems.2)I also want a refund for the $1600 shipment cost from [redacted] to [redacted] as it shipped a week and half late and was lost and didn't show up until over a month after it actually shipped and a month and a half or more from the date is was supposed to ship and I paid for it to ship.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Hi [redacted] I have tried to get a hold of you a few times, I know you had said you were going to be out of state, but I just wanted to let you know we have processed an additional refund to your card for the inconveniences you experienced with the shipping of your U-Box. Please email me if you have further questions if that will be easier for you. Thanks!

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 1/26/14 we agreed to rent a working U-Haul truck to move from Macungie, PA to Pottstown, PA. The first issue we experienced with this truck was that it would not start after being fully loaded. My husband and his father spent 30 minutes trying to jump start this truck, utilizing two different vehicles at the same time to do so. When arriving to Pottstown, PA we had to temporarily park the truck up the street due to cars being in the driveway. We turned off the truck until the cars were moved. When we were ready to pull the truck into the driveway to safely unload all of our belongings, the truck would not start again. We spent another 30 minutes trying to jump start the truck with the same two vehicles but unfortunately the truck would not start. I called the maintenance number and filed a report. This service informed us no one would be available to assist us for 3 hours. We could not wait that long for a service member to arrive, so my family and I had to walk at least 75 feet from where the truck was parked to the house to unload all of our belongings, which was not a safe situation in the middle of winter with ice on the ground. We were completely done unloading the truck by the time the service member arrived. We agreed to pay for a working U-Haul and if this U-Haul was not working properly we were promised that a service member would assist us with our need in an appropriate and reasonable amount of time. A three hour wait period for this service is not a reasonable amount of time and is completely unacceptable. We were not given the opportunity to discuss all of these issues and to obtain a resolution with a U-Haul manager. We had to call multiple times and leave many voicemails for this manager, only to get one call back informing us he was investigating and looking into the situation. He told us he would get back to us and to this day we are still waiting for him to call us back. We have no other choice but to dispute this charge because it was not addressed by a manager of the cDesired Settlement: They offered a $59 refund out of $150.94. We believe we are entitled to a full refund because of product failure and poor customer service through U-Haul.

Business

Response:

April 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northeast Pennsylvania regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and addressed her concerns. He did stress that they were able to complete their move with the U-Haul equipment and he did apologize for the repair vendor’s delay. A refund for the full amount of the rental, or $150.94, was issued back to their Visa account as an adjustment on their rental. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am no longer in need of the Revdex.com's assistance. U-haul is going to give me a full refund as of 4/4/14. Thank you for your time.

Regards,

Review: I rented a U-Box from U-Haul on 5/13/14 to do my long distance move from ** to **. The move was scheduled for 6/22. At the time I also requested [redacted] and was told it was additional but never told that it was hired by a third party company, I thought it was U-Haul movers. When I called to try and make changes to my reservation I was on hold for over 30 minutes without anyone ever picking up every time I attempted. Their website, [redacted], offered no options to make changes or view any information about my current order. It was useless. On the day of the move, the mover called to say he had car trouble and has had car trouble for a week but would be there. Hours later he called back to say he couldn't get his car to work and cancelled on me. After spending hours on the phone to try and get someone from either UHaul or the moving company to find me another mover, they finally did. However, when I called the new mover they demanded the payment code for the job upfront because they were in financial trouble and didn't have enough money for gas to do the work. Out of desperation I gave the code but called UHaul to ask them to hold the payment until the job was complete as I didn't trust the mover. The Uhaul rep stated this was not acceptable protocol of the mover and agreed to do the hold. Next, the movers were not allowed to take the equipment from the local UHaul location because the person working was filling in for someone on vacation and didn't know anything about the U-box reservations. So I had to drive to the location to pay for the equipment even though they had my card information on file. The boy on duty was rude and told me I had an attitude when I tried to tell him how unhappy I was with the company and how much trouble it was causing me. He was unsympathetic & rude using his phone to text while dealing with me. After the move, the hold caused friction between the mover and I as the hold wasn't automatically removed and the mover called me 3x's demanding to be paid.Desired Settlement: For all of my inconveniences U-haul needs to refund me the money for the U-box and trailer rental as the lady working, [redacted], promised me she would. She asked me to come back at a later date and time (today 6/26 at 5:30 pm) so that she could take care of me. (I waited at the location for 30 min and she never showed.) I would also like for them to reimburse me for the mover's cost since they were unreliable and not following protocol for a total reimbursement cost of $371.00.

Business

Response:

July 2, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email in response:.

I apologize for the issues you had - the issue with the [redacted] need to be addressed with them as they are independent from U Haul - I am issuing a $50.00 reservation guarantee to your card for the problem you had at the U-Haul store

The $50 was issued to Ms. [redacted]’ [redacted] account and should post on her next credit card statement. She can reach [redacted] at [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented 2 trucks from UHaul back in November and in my move my son took off with the keys to one of the trucks and it was taking time to get the keys back. When the keys were finally retrieved UHaul called and asked me to come unload the truck and so I made plans to do so. An appointment time of 5:00 was set. I was meeting with an investigator from the police department and was running a few minutes late and called the manager [redacted] to let him know I was on my way at 5:10. [redacted] refused me access to the truck because I was unable to be there at 5:00. The next day UHaul took it upon themselves to unload the truck and place my stuff in a storage unit at their facility. For the unit size they put my stuff in the advertised price was $129.95 but proceeded to charge me $139.95 for the unit. When I brought this to their attention the manager on duty told me that the unit they had put me in was more because it was climate controlled. The whole facility is climate controlled and I can't find any difference between that unit and the unit I originally rented. Dealing with the managers has proven to be nothing but frustrating. Their story changes to suit whatever question I ask so I called the owner. This turned out to be just as frustrating due to the fact that he acts as if he knows nothing of their less than professional business practices and can't answer any questions related to uniform business practices within his company. I am now in the process of moving everything out of that unit into the original unit I rented but would like a refund of the overage I paid them. Desired Settlement: A formal apology and a refund

Business

Response:

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

[redacted], our Executive Assistant for our Western Georgia regional office, followed up on the information Ms. [redacted] provided. She relayed from our GM of our U-Haul Moving and Storage of Conyers that Ms. [redacted] rented two trucks on November 14, 2013. One truck was returned on the 18th after she moved her belongings into a storage unit. We allowed her to pay the first two months of storage for the price of one and she was also given a discount on her first truck as a one day rental charge of $29.95. Ms. [redacted] stated her son had stolen the key to the second truck, which was parked at our U-Haul Center’s storage dock. Ms. [redacted] called the police to file a report on her son. When our GM spoke to Ms. [redacted] on November 19th he requested she keep in contact with him and he would help her in anyway he could. After three days of not hearing back from Ms. [redacted] we started trying to reach her on November 22nd and leaving messages to call back with an update since the truck was still parked in front of the storage bay blocking an unload parking spot. On the 23rd our GM continued to call Ms. [redacted]. We then noticed the lock on the back of the truck was a lock that belonged to our Center. He left a message for Ms. [redacted] explaining we could get a new key cut for the truck and Ms. [redacted] could retrieve her items since we had a key to the lock. After no return calls our GM asked his staff to continue to call Ms. [redacted] the next day since he was off duty, however, when he returned to work on November 25th, he found we still had not heard back. At that time our GM contacted our President and Traffic Manager of our regional office and was instructed to advise Ms. [redacted] if they did not hear back from her they were going to hire a third party to unload her items from the truck into a storage unit to free up our truck and she would be liable for all charges involved. Since we still did not hear back, we took the lock off the back of the truck and proceeded to take pictures of her items in the truck. It was then they found the truck keys on the floor of the truck. Ms. [redacted] finally contacted our Center and said she would be down to unload the truck. She was advised she would need to settle the bill. The evening of the 25th Ms. [redacted] was a no show. The bill had been calculated for a 12 day rental and 92 miles at .69 a mile, which totaled $451.15. The following morning since the truck was still parked at the loading bay, we hired a third party to unload Ms. [redacted]’s belongings into storage. Our GM gave Ms. [redacted] a break on the total charges and only charged her for 6 days instead of 12. In December our Storage Manager also gave Ms. [redacted] a free month of storage, which was the same deal she received on the first room. We believe we have assisted Ms. [redacted] to the best of our ability and no further adjustments will be made.

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

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.

Review: I rented a U-Haul van (14 foot) for the day I asked for a hand truck to move a fridge (tall with straps). When I got the van there was a small utility dolly that would not serve my needs and went back to the office and asked for the larger one for moving a fridge. I was told not to worry that I was not going to be billed. I was also told to gas up the van to full and bring in the receipt as proof. I did as I was told and went on my way.When I brought the van back I found that I had to put 2.917 gal. in the tank after driving 5.9 miles. Also, I had to pay for the dolly plus pads which I did not order. I understand that this was a small transaction but, Why should I have to pay for items not ordered and not used.I explained this to the rep from U-Haul ([redacted]) and he said he will take off $10.00 from the bill to cover the over charge. I asked about the gas that I put in the van. He said that I used the van and the gas he will not give back. I asked, what is the mpg on that van? by my calculation it came out to 2.0226259856and that van should never eat up that much gas. By any standards at most the van should have used half a gallon not almost 3. His reply was you used it you have to pay. I asked why should I pay for someone else s mileage and as a good business man he should credit me for the gas also and charge the person who had the van before me for not filling the tank to the top as he was told to in the agreement. after arguing for a few minuets I heard [redacted] say under his breath "oh [redacted]" and in return I said "yes it's bull [redacted] and as a good business man I would credit the customer the gas money for having to go through the trouble and aggravation that he was putting through with their padding of the bill and not verifying if the tank was filled or not. If it sounds like I am being a pain, well yes I am. I feel [redacted] should pay me for the overcharge($10.00) the gas($10.38) and the taxes associated with these items for being such a lousy businessman.Desired Settlement: As I stated above for padding the bill and making me jump through hoops and the aggravation, I feel I should get credited for these charges. Nothing more nothing less. Any fines for bad business practices or fraud, that is up to the government

Business

Response:

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

[redacted], our Executive Assistant for our Northern NJ regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. Krahnert offered his apology for the problems he experienced and explained he would be addressing the issue with our Field Manager and our dealer for corrective action as needed. In addition to the $10 refund issued to their Master Card account on September 30th, Mr. Krahnert issued a supplemental credit for $25 to the same Master Card account. Both credits 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: Over charge as per agreement on contract

Rented Uhaul Friday August 22, loaded and moved furniture Aug 23. Once Uhaul emptied, tried to get truck to start to return to depot and was not able to. Truck was completely empty of Power Stearing Fluid and was humming quite loudly also. Contacted roadside assistance for Uhaul and Uhaul depot to advise and also asked Uhaul depot to contact me Monday Aug. 25 to confirm bill amount. This was not done. I had no way of knowing how much to pay. The picked up the truck at 7:30 pm, 6.5 hours after my original call at 1 pm August 23rd. Upon receipt of bill, I am being charged 30$ for late payment, I am being charge 1.72$ (approx. 1.30$ in province at the moment) for the fuel that I did not replace in truck as I could not drive it to service station to refuel. I tried contacting the depot and am not able to speak to anyone directly at the branch, and when I speak to someone at the call center, I am advised that I need to speak to someone at the branch directly. I have tried to reach them directly but have had no success.Desired Settlement: I want to be exempt from paying the late payment charge, I also do not want to pay 1.72$ per liter for the fuel. I have tried to settle this with the company but they will not return calls or answer the phone.

Business

Response:

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. Ms. [redacted] spoke to Ms. [redacted] and was advised her concerns had been resolved but was not happy with the length of time it took to resolve and the phone calls she had to make. As we value Ms. [redacted] and Mr. Paul as customers, Ms. [redacted] sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a U-Haul trailer Sunday 8/3/2013 from the store at [redacted]. Phone: [redacted]. Picked up trailor to do a small move from Phoenix, AZ to Peoria, AZ. U-haul resveration/contract number: [redacted]. I picked up the trailor for $18.95 plus tax. Purchased a "Hitch" (a U-haul product they sell and service) for $27.02. Picking up the trailor was fine. No issues. But when I dropped the trailor off at 10pm, at the same location, 24 hour drop off site the trailor hitch wouldn't come off my SUV at first. I know the customer service rep in the morning installed it correctly and had shown me how to connect and disconnect it. The first problem happened when I tried to remove the trailor hitch from the attachment of my 2001 Nissan Pathfinder SUV. I contacted U-haul's 24 hour customer service phone number and spoke with customer serrvice first. She said there's nothing they could do and she had to go and hung up on me. Extremely rude and terrible service. The second time I called I spoke with a women from the roadside assistant department. She advised me that they don't handle those calls. When I asked her about how to get off the trailor hitch and ball. She said that I can have Roadside Assistant come out to you but "there's a major charge." Then she said she would call me back in forty five minutes to a hour! By that time it was 10:30pm. She wanted me to wait tell 11pm? For A CALL BACK! Unprofessional and the situation was unacceptable. Then I called back and spoke with a second representative and she was rude and said "Oh, let me get you to my manager." The manager I spoke with said "We can't do anything and I can't have road side assistance come out." After an 1 HOUR and 30 MINUTES I finally got the hitch off my car. Then the ball was still connected to the trailor.On Monday 8/5/2013 I called the general manager at the store whee I purchased the device from and rented the trailor. I was told he was busy and would call me back by 5pm. I NEVER received a call back. Then I waited tell Wednesday morning. Then I called again asking to speak with the general manager. I was advised he was in a meeting. Then I contacted the U-Haul Regional Office and filed a complaint. The receptionist who filed it didn't really include much of anything AND DIDN'T EVEN send it to the right department. Then on Thursday I spoke with [redacted] from the U-Haul Corporate office in the Client Relations department. Probably the best employee they have. She advised me that the complaint with the U-Haul General Manager is under review. I advised her I had called him several times and that he never got back to me. At this point, my experience has BEEN A NIGHTMARE with U-Haul and the store should be investigated. I called Friday 8/9/13 asking to speak with the general manager again and I was told he was at lunch! At 3pm in the afternoon! The customer service rep who answered the phone was rude and told me him or the general manager can't do anything and then hung up the phone. As I was calm and not yelling.Desired Settlement: At this point THE WAY I have been TREATED by U-Haul has as a long term customer is UNCALLED for and I'm requesting a refund of the trailor hitch and ball. As U-Haul has the product at their store location. I will be fine with paying for the trailor rental but the ball I'm requesting the refund because I WAS SOLD defective product and received VERY POOR customer service and EXTREMELY RUDE service from the toll free number. Possibly NEVER again do business with a company who DOESN'T HAVE customer service standards. Thank You.

Business

Response:

August 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-haul Company of Metro Phoenix and East Valley, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the Emergency Road Assistance calls, a statement he received from our U-Haul Center GM, and the video from the camera on the night Mr. [redacted] dropped off the trailer. He stated he can not see where a refund would be warranted. He feels Mr. [redacted] did not give our Road Assistance the opportunity to help him and he never returned to our U-Haul Center to return the rest of the ball mount. Mr. [redacted] relayed that Mr. [redacted] jack knifed the trailer while attempting to turn around in the lot. He stressed that he stands by the U-Haul product, but in the interest of customer good faith, he will happily replace or reimburse Mr. [redacted] for the ball mount if he returns all the pieces. Multiple attempts have been made to reach Mr. [redacted] but he is again not allowing us the opportunity to resolve the situation. Mr. [redacted] confirmed with our GM that the trailer was returned as a night drop the same day he rented. The trailer had the drawbar and ball still in the trailer coupler, minus the pin and clip. Our GM had left a message for Mr. [redacted] explaining he would hold onto the drawbar and ball for him and he could retrieve them at his convenience. Our GM has never received a return call.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage at 24th & McDowell, reviewed the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] in the amount of $27.02 for the part he left at our U-Haul Center.

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.

Dear

I have agreed to accept the offer of a refund in the amount of $27.02 from U-Haul International. Once U-Haul International has processed the refund to my credit card, then this case will be officially closed. Thank You.

Regards,

Review: On April 18th I called U haul to rent a van "they told me they do not have one a few seconds later he said oh wait one is just coming in. at about 3Pm I went to pick up the van I bought there insurance! they parked the van in front of the gas pump and told me that I needed to gas up because the van was just returned no time to check it out. the garbage from the previous person was still in the truck! they never checked anything in the truck even to see if everything worked properly on the truck including safety check!I drove about 5 miles to my home to load the van. at about 6 PM I got in to start the Van! I could not release the emergency break so I called U haulthe attended told me just feel underneath there is a handle I pulled the handle but it opened the hood opened. so I got out of the van and closed while I was on the phone with u haul! I got back in the van and ask let him know I could not find it he said well look underneath the dash. so I got out of the van to look underneath the van was still in park. now I had found it he said pull the lever and I did! right after that the van started rolling down hill into a fence and into a ditch I had to jump out of the way not to get ran over there are witnesses! the man on the phone told me to call the insurance company I paid for! u haul tried to charge my account about 5 times in the amount totaling 500+ my credit card company took the charges off. I signed a contract for $55.67 not 550+ I never got out of my parking lot the insurance company kept asking me how fast I was going ? how would I know? I was not in the van faulty equipment made it roll down hill breaking a fence and all my things in it! the witnesses in the kept saying send a tow truck she was not in the truck! the insurance company then said ok give us the phone number of the hoa we will pay for damages . Now U haul has turned me over to a collection agency and I never got to haul my stuff! the next day they wanted to know were the van is. mind you I was on the phone with the

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to take me out of collections since I never got to haul my things and replace all my broken stuff. Since they gave me a bad van, thanks!

Business

Response:

June 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company investigated the information Ms. [redacted] provided. They also paid for the damages to the property that the U-Haul truck damaged. [redacted] relayed they were not advised of any damages to Ms. [redacted]’s cargo. They will be contacting Ms. [redacted] again to discuss the resolution and any new allegations.

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 picked up a Uhaul truck from [redacted] Ohio ([redacted] location) on July 19, 2012, I paid the contract price of $365.92. I received a receipt but did not receive any contract papers, proof of insurance or any other inspection paperwork of the vehicle. The Uhaul representative did not inspect the vehicle or in any other way ask me to acknowledge the state of the vehicle before it left Uhaul's possession and came into my possession. Upon returning the truck to its planned destination in Falls Church, VA, I was emailed a damage receipt for $2,589.78 (contract #[redacted]). I called the provided Uhaul claims number and immediately disputed the invoice noting that as there was no initial inspection, any claimed damage upon return at the Falls Church destination had no baseline from which to claim that the damage occurred while in my possession. I heard back fairly quickly from a uhaul collections representative saying that she had "forward this email to the Traffice Control Manager so that he can research it and find out what happened. The contract is not right with how it was closed out and I need to have him look into it further". The $2,589.78 was attempted to be charged from teh credit card I had used to pay the contract price of $365.92, and because my credit card did not have that much space remaining on it, Uhaul charged $1,942.34, the max allowed to be charged to my credit card, on 8/29/12. I have since attempted to contact Uhaul numberous times - I have filed a formal dispute as per Uhaul's dispute process and received no response whatsoever, and have called Uhaul and spoken to five different people over 6 times with no resolution or response to date.Desired Settlement: Refund of (A) the $1,942.34 charged on 8/29/12 for claimed damages and (B)the price of the original contract of $365.92 for all of the time and hassle spent trying to contact Uhaul over the past 3.5 months.

Business

Response:

November 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

President for the U-Haul Company of Cleveland, followed up on the

information Ms. [redacted] provided. He informed our office he sent Ms.

[redacted] an email explaining they will be collecting information to

better handle her concerns and will continue to be in contact with

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

Review: On their website there is no indication that they do not rent anything out to people who own Ford vehicles. In fact, on their website when you log your vehicle information into their system, it gives you a quote. Yet when you actually try to rent anything from them they tell you that they do rent out anything to people who own a Ford. I'm very upset because now, not only do I have to pay them to rent a two dolly but I have to find someone else to pay to use their vehicle.Desired Settlement: If they aren't going to rent to certain cars, they need to put it on their website and post it where it can be seen by potential customers at their establishment. It would be even better if they would change their policy and allow people with Fords to rent their equipment.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Please be advised that we have never had a policy that denied renting a U-Haul trailer that would be towed behind all Ford vehicles. Our policy is geared only toward the Ford Explorer, however, we have since updated our policy and will in fact rent a trailer that will be towed behind a 2011 Explorer or newer. When reserving on line, if the customer’s vehicle is not an acceptable towing vehicle, an advisement will be posted to advise our customer of that information. I apologize for any inconvenience Ms. [redacted] experienced and hope she will allow U-Haul to serve her in the future.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 reserved a U-Haul truck online on for a one way move for a pick-up in [redacted], OH and a drop-off in [redacted], OH. The reference number is [redacted]. I then canceled this reservation, as we borrowed a truck from a friend and only needed a trailer for the move. I got online, the same way I did with the truck, but reserved a trailer for my one-way move from [redacted], OH to [redacted], OH. The website would not let me choose any less than a 2-day rental since it was a one way move. The website also would not let me choose the large 6'x12' trailer that I wanted, it gave me the message that "This equipment is not available for your move", so I was forced to choose a smaller 5'x10' trailer. The reference number is [redacted] and the date was Friday, March 22, 2013.

When we arrived at U-Haul Moving & Storage at Morse Rd. (2980 Morse Rd., [redacted], OH [redacted]) on Saturday March 23, 2013 I was greeted at the counter by [redacted]. He seemed very distracted and busy. I told him I was there to pick up my trailer and that I wanted to purchase insurance, since I had not done so on my online reservation. I also told him that I would not need the trailer for the full 2 days, and asked if I would get a cheaper rate if I drop it off IN AVON within 24 hours of pickup. He acknowledged my concerns and assured me that when I drop it off, I would only be charged for the time I had the equipment. [redacted] flew through the process, giving me the impression that he just wanted to get me out of there so he could continue doing whatever he was doing before I walked in. He did not go over any of the contract with me, nor did he include insurance coverage I requested. He gave me a LOCAL MOVE contract, even after having an entire conversation about my ONE WAY move. I reserved a ONE WAY contract online, which he changed. Unfortunately I did not realize this at the time. I signed where he told me to sign and left.

Luckily before we pulled out of their parking lot, I realized that he did not include the insurance option that I had requested. I had to come back in and have him redo the entire thing to add the insurance to the contract.

As this is my first time renting from U-Haul, I unfortunately did not realize that he had signed me up for a local move until we were en route to [redacted] to return the equipment on Sunday, March 24, 2013. I immediately called the Morse Rd location to try and rectify their mistake. I spoke with a dispatcher, who took a message to have someone call me back.

[redacted] called me back. [redacted] told me that the 5'x10' trailer was local-move only equipment, and that they would never rent this out for a one-way move. I told her that online, I attempted to rent the larger 6'x12' trailer for my move, but was not given the option, as there was a message in red print stating "This equipment is not available for your move", so I was forced to choose the smaller 5'x10' trailer. [redacted] told me she "doesn't know whats wrong with their system, but it shouldn't have given me that option" and that she "just doesn't know what the problem with it is". I told her I didn't think it was fair for me to be charged almost $200 for a mistake that was, in her own words a "system error". She told me there was nothing she could do. I escalated the call to her supervisor, [redacted], the same man who messed up my reservation in the store the day before.

[redacted] was very abrasive and defensive from the moment he got on the phone. He denied ever having a conversation with me regarding my one-way move. He also denied that this was his error, and blamed the entire thing on me. I realized that nothing would get accomplished speaking with him, and I asked to speak with his superior, [redacted], but he advised me that she was not in on Sunday March 24.

We arrived at the [redacted] location ([redacted], [redacted], OH [redacted]) on Sunday March 24 to drop off the trailer around 3:20 pm. I explained the entire situation to the folks working, and the man who helped us was [redacted]. [redacted] attempted to put my contract on hold until I could speak with corporate, but the computer system did not give him the option to do so. [redacted] told me that that since the equipment was Local Move ONLY equipment, that I had to return it to the [redacted] location or I would be fined double (totaling $197.63). I told him I was not paying this since it was a mistake caused by the negligence of a U-Haul employee ([redacted]), so he put a promissory note in the system and told me this would go to collections if I did not pay it that day.

Today, Monday March 25, 2013, I called the customer service line and was told that even though the negligence of their worker caused my contract to be incorrect, it was MY responsibility to make sure it was right and that I am still responsible for the $197.63.

Not one U-Haul employee has been empathetic to my situation, nor have they taken responsibility for the actions of the U-Haul employee who made this mess in the first place. Every employee I've spoken with has been very abrasive and rude. This is the worst company I've done business with.Desired Settlement: Reverse the promissory note and get it taken off my credit report. Apologize for the error of their employee.

Business

Response:

March 28, 2013

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

Ms. [redacted], our Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she corresponded by email with Ms. [redacted]. She offered her apology for any possible mis-communication and explained that Ms. [redacted] had reserved her trailer as an in-town move. She signed the contract agreeing to bring the trailer back to the same location she rented from. However, in an effort to show customer good faith, Ms. [redacted] explained she applied only the one-way rate to [redacted]. The total came to $108.89, minus what was already paid on the rental left a balance of $44.95. She also relayed that if this amount is not paid by April 1st, the amount will be applied to the credit card on file along with a $30 Service Fee.

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: No one was present at the establishment during the posted business hours, during the time when the truck and equiptment were due, so my husband and I returned the truck following the after hour guidelines, before the due date and time. The owner charged over $200 in miscellaneous bogus charges, including an extra day for the truck rental, missing/damaged equiptment, re-fueling charges, and a truck cleaning fee (for a clean truck). I contacted the owner, who would not answer to the charges, telling me to take it up with the corporate U-haul center.Desired Settlement: I would like the owner to cooperate with me in contacting headquarters for receiving a full refund for the bogus charges. There would have been no charges if the owner had been open during the posted operating hours IN OUR RENTAL AGREEMENT.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the Area Field Manager over the [redacted] dealer spoke to [redacted] today. He explained because the rental was over two years old on 5/31/12 he was unable to verify the charges on [redacted] contract. [redacted] said he would send the Halls $214 in VIP Certificates. These certificates can be used for a future purchase or rental on the many products and services U-haul has to offer.

Our customer 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 Assistant

U-haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. 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 large moving truck (1/10/14 about 4pm) from uhaul to move my family into our new home on 1/11/14. In the 24 hour period I had this truck it broke down on me 5 total times. I contacted their service center for assistance several times. After the first breakdown, I was able to get the truck to my previous address where Uhaul sent a team to my home to service the truck. I was told it checked out good and there were no issues. Again the truck broke down 4 more times after being serviced. I contacted uhaul customer service to see if they could swap out a new truck or come and pick up so I could finish my move. I was not comfortable driving the truck due to safety reasons of potential break down. The customer service rep said I needed to "have faith" and drive the truck back. They did not offer a pickup/towing service. Due to my troubles and inconvenience, I requested to speak to a manager. I was told manage not available until 1/13/14. Contacted manager, explained issues. He stated all he could do was give me a $50 uhaul gift card which would come via email. I reluctantly accepted. With that said, I've not received this gift card to date. I've attempted to contact this manager 3 times with no response.Desired Settlement: I want the $50 promised gift card as well as a refund of the mileage and gas I was charged for the extra trip I made from my new home to uhaul to drop off old truck and pickup new truck so I could complete my move. The mileage and gas is estimated at $50.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $50 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement in addition to a VIP Certificate for $50 that was issued to him on January 16th. The Certificate 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First and foremost I did receive $50 refund to my credit card. Thank you. With that said, I still have not received $50 Uhaul gift card. Can this please be sent? I was told originally it would come via email but to date I still have not received.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our President for our [redacted] regional office, reviewed the recent information Mr. [redacted] provided. She informed our office she voided the original VIP Certificate and issued a new one, #[redacted], for $50. She emailed the Certificate to his listed email address. She also attempted to speak to him at both telephone numbers we have listed but did not receive an answer at either number.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

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 reserved at 10 ft. truck a week in advance for Friday, *uly 12th for a one-way move to [redacted] (120 miles) and guaranteed it with my credit card (contract #20823512). A U-Haul representative contacted me the day before and confirmed pickup at the [redacted] location. I called the [redacted] location twice on Friday to let them know approximately what time I would arrive to pick up the truck and again confirmed my non-refundable reservation.

When I arrived at the [redacted] store on Friday afternoon, the representative said they didn't have a truck but could offer a 14-ft truck instead. It was too big for me to drive (I'm 5'1") safely and would require that I cut down tree branches to clear my driveway. In addition, it would be difficult to secure my furniture because I didn't have enough household items to fill a truck that large. After about 30 minutes, the General Manager ([redacted]) came to talk to me and said they didn't have another truck available within 40 miles of that location. There were several 10-foot trucks on the lot, but Ms. [redacted] said they were for two-way moves only. We talked about using a two-way truck, but Ms. [redacted] said her two-way trucks were not made to travel that distance (120 miles) and would break down and leave me stranded in 100+ degree heat. I offered to wait a few minutes until someone turned one in at any of the locations nearby but she said no one was scheduled to turn in a 10 ft. truck. She said my only option was to drive to [redacted] (a 3-hour round trip in rush hour). Ms. [redacted] offered a $50 reservation guarantee reimbursement to my credit card and a $75 certificate for future purchases (could not be applied to this rental.) I told Ms. [redacted] that I planned to file a complaint and she said it was useless because it would just come back to her. Ms. [redacted] demeanor was quite nasty.

On my way to [redacted], Texas, I called U-Haul at 972-343-5666 and after about 20-30 minutes got through to [redacted] who said that there were several trucks within 5-10 minutes from the [redacted] location ([redacted]) and he didn't know why she sent me to [redacted]. Rush hour traffic was stopped in both directions so I couldn't turn back and go to the closer locations. [redacted] said he would file a complaint with the Objections Department and request that someone call me before 7:00 pm that night (Friday, *uly 12th). It took a total of three hours to pick up the truck and drive the 64-mile round-trip in rush hour traffic.

No one called me on Friday so I called [redacted] again on Saturday, *uly 13th and he said they had 24 hours to get back to me from the time the complaint was filed and would call by 7:00 pm that day. No one called on Saturday so I called on Sunday and spoke to Dolora Howell and she said they had a total of 48 hours from the time the call was logged to respond to me. No one called on Sunday. I called again on Monday, Tuesday, and Wednesday and spoke to [redacted] and [redacted] and still got no phone call or resolution to my problem.

I guaranteed this reservation with my credit card and would have been charged if I hadn't shown up, yet there seem to be no consequences for U-Haul for not keeping their part of the agreement.Desired Settlement: I incurred incremental costs of $80.11 as a result of U-Haul's inability to provide the truck I reserved with my credit card. Assuming the .99 per mile rate that U-Haul charged me, my incremental costs were $63.36 (64 miles x .99) plus tolls (approximately $9.00) plus 2 gallons of gas for the U-Haul truck to drive from [redacted] to my home (approximately $7.75). In addition, my daughter and I had to load the truck alone.

Ms. [redacted]' unwillingness or inability to secure one of the trucks that was 5-10 minutes away caused incremental cost and significant disruption to our move. Therefore, I am requesting a full refund of $171.60.

Business

Response:

July 19, 2013

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

[redacted] the President of our Grand Prairie, TX Regional Office spoke to Ms. [redacted] today. Mr. [redacted] has refunded the total cost of the rental to Ms. [redacted]'s MasterCard in the amount of $171.60. Ms. [redacted] has also received a $50 credit for the reservation guarantee. Both credits should appear on Ms. [redacted]'s 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