J.R.J. Tara Corporation

Review: I am writing this complaint because I feel that u haul is using a deceptive practice to draw customers to sign up for a trailer hitch installation on line with a $10 incentive and then charge more for the installation than was agreed to online. On the 10th of January 2013 I signed up to purchase and install a trailer hitch and electrical wiring at the U-Haul at Westview 5643 S Baltimore National Pike, Catonsville Maryland 21228. I was satisfied with the equipment installed and the work done on the wiring, but I was not happy with the deceptive practice used to get me to sign up online and then charge me more for the installation after it was already charged to my credit card. I put in the make ,model and year of the vehicle on which the hitch and wiring was to be installed, A 2013 Town and Country Van. M order confirmation number was 28469110. The equipment offered was as follows: Product: Price: Wiring Service Plan $10 Lifetime warranty $5 Square Tube 2 inch receiver $154.95 Class III Pin and Clip $1.69 Trailer light Power module $39.95 Ball Mount 2-1/4 drop $19.95 Hitch Labor $30.00 Online Labor discount -$10.00 Wiring Labor $60.00 Tax $13.66 Total $336.15 I booked the appointment and charged this amount to my credit card and made this decision based on the final price of $336.15. When I called for the appointment time, they told me there would be an additional Charge of $60 for a bracket and labor to hold the wiring. The bracket shouldn't be any more than $10 and the installation took 5 minutes. It was too late to cancel this transaction because it was already charged to my credit card. I hope you can convince u-Haul to tell a potential buyer up front the exact cost for this work. [redacted], [redacted] ([redacted])Desired Settlement: A refun check for the additional charge of $60 that was not included in the online price.

Business

Response:

January 28, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email with a copy of his reservation receipt that indicates the installed price is for the hitch only. Other items such as a hitch ball and wiring vary depending on the application. Ms. [redacted] included an apology for any misunderstanding and inconvenience Mr. [redacted] experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]I forwarded the response from U-haul to your office onJanuary 29th along with an attachment that showed that the wiring harness and wiring labor was included in the 336.15 price I paid on line with my credit card. This is a deceptive practice and what I will be satisfied with is a refund for the extra $60 I was charged and a promise from the company that they will change their practice and show the entire cost of the equipment and installation up front when charging the cost to anyone's credit card.

Regards,

Business

Response:

February 1, 2013

Review: I reserved a 24ft truck online and chose my location for pick up (contract [redacted]). My truck was not available at the time of pick up at the location. U-Haul guarantee says, if we do not have your original order we will give you $50 back. Well I waited for almost an hour for someone to return that size truck. They called around Nashville, TN, still not one available. So they decided to give me a 20 ft truck. Which the truck they should have gave me supposed to be bigger, which they didn't have either. So I called the # 1 800 go uhaul. I filed a complaint with them which one of the customer service manager denied with no explanation on file according to [redacted] on 06/10/2013. That is not living up to their guarantee.Desired Settlement: To have them live up to their guarantee and reward me with the $50.

Business

Response:

June 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Customer Service Agent, followed up on the information Mr. [redacted] provided. He contacted Mr. [redacted] and advised him of the $50.00 refund for the Guaranteed Reservation Fee he issued back to his Master Care account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a cargo van from U-Haul online, using U-Hauls online reservation website. To confirm the reservation I used my credit card and everything was fine. The day I picked up my rental they ask for a credit card and got authorization with a code from the bank. I picked up my cargo van on 5/28/2013 and I returned the van the next day to the same location. I was told everything was fine and my cc would be billed for the one day rental. A few weeks later I received a bill from U-Haul collections for $61.66 for the rental and a late fee for non payment. I checked my cc and they did receive payment. I was charged $30.00 for a late fee because the location that I rented the cargo van from did not process or forward my payment to the proper location, department, people This is not my fault, because they had my payment information from day 1. I have been trying to get a refund of $30.00 for the late payment fee for about 2 months and still no refund as of 7/26/2013Desired Settlement: Late fee of $30.00

Business

Response:

July 31, 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 Los Angeles West, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for $30 as requested.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: Hello, mid June I had called to schedule an appointment to have 5th wheel hitch bed rails installed in my 2007 Chevy truck at the U-Haul location on west Ina road in Tucson, Az. I spoke with the technician that was to do the install and he informed me that he would be out of town on vacation until June 24th. I wanted to make an appointment for June 25th but he stated that was his day off and it could not be done. I usually only have Tuesdays off but I was able to reschedule my day off to accommodate this install. It was the only day I had left before we went out of town with our new trailer on June 28th. I scheduled my install for the 1st appointment time in the morning. A week went by and on June 24th I arrived for my appointment at 7am. When I arrived I was told that I had no appointment. Once they brought the tech out he said he did remember our conversation and that he must have forgot to put me on the schedule but would “Squeeze it in hopefully”. I was hoping it would be done in the first 2-3 hours as quoted because I did still have to pick up our new 5th wheel to bring home to prepare for our family trip. It wasn’t until I called late in the afternoon that I heard anything about the progress. I was told it took longer than anticipated. I was unsure why because I bought the model specific rails and kit. Uses factory frame holes and only 4 holes are required to be drilled through the bed for the bolts and their collars.

Upon pick up of my vehicle I noticed the hitch (which I brought in to assure fitment) wasn’t properly inserted into the rails. This was a good thing because had it been put in properly I would not have noticed that the pins intended to hold the hitch to the rails were not in place holding the hitch in. This would not have gone well if I would have picked up my fifth wheel and pulled away with an unpinned hitch attempting to pull 11,00lbs of my $45,000 toy hauler. Also I have a small wheeled cart that I had the hitch sitting on when I brought it in, kind of like a metal furniture dolly. It fits nicely between the front of the hitch and the bed but instead it was set leaning on top of my bed rails and scratched through the paint like it was just tossed in. At the point that I noticed all the issues I lost faith in the installation. I asked for 2 employees to come out to inspect the work and show them the issues I saw. They agreed that it wasn’t right and I asked to have a manager call me. That was Monday. On Tuesday I received no call so I called to speak with a manager and was informed he was unavailable and in meetings. On Wednesday I called twice but was redirected to a call center. I then had the work inspected by the service department at the dealership I manage they noticed a clear plastic baggy in the corner of the bed. It contained 2 of the four bolt collars that should have been installed between the hitch rail, through the hole in the bed and against the bracket that was installed to the frame. I called the manufacturer that day and was informed that these must be installed. Without them in place the weight oh the trailer and force of the hitch is transferred to the floor of the bed and not the brackets it is intended to do. The said the ridges in the bed could dent or distort allowing play in the hitch bolts and ultimately cause a bolt to shear and could result in an accident, injury or death. I finally spoke with the manager and he was unwilling to help. He said that I should have called his cell phone number and not that of the store. He said that he would look at the work and see about resolving it only if I brought it in to him. This is at the same time on the same day that I had a tech from my dealership repairing his work and one day before I was leaving out of town. I told him I was dissatisfied and concerned with the quality of the install and was having an employee here look at it and I wanted a refund because the work was not done properly. His comment was something to the lines of “if you have someone that is capable of doing it what did you even bring it to us?”. To answer that, for years UHAUL has installed all our hitches. I have had 4 done at the speedway location for personal vehicles over the years and 3 other on company trucks. It is what you are known for, not what my technicians are known for. I was told he would call me back with some information or a resolution. He has since made no effort to resolve this and is not taking my calls.

I contacted U-Haul via their website and spoke with a very helpful and concerned sounding woman from the Prince Rd location. I emailed her my concerns and explained the situation. She responded with an email asking me to contact the manager [redacted] once more at the Ina Rd location. She stated he was already aware of the situation. I have tried calling both the store number and his cell number and can not get a response.Desired Settlement: I have already spent money having a different technician remove the installed parts and properly install the correct one. I would like a full refund for the poorly done work I received.

Business

Response:

August 6, 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 Southern AZ, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and acknowledged there were some mistakes made at our U-Haul location with the hitch installation. He issued Mr. [redacted] a refund as requested and assured our office he discussed the issue with our U-Haul Center GM to avoid this from happening again.

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: I was coerced into buying Uhaul's insurance by the agents at the location. I find this very disgusting. When I got to pick up a van, things were going well until I was offered insurance coverage. I explained to the agent that I have sufficient insurance coverage on my personal car and my credit card, therefore I did not wish to add coverage to my rental. So the agent explained that she needed to see proof of my insurance. I proceeded to pull up my insurance card on my smart phone because my insurance provider do not provide paper proof of insurance. To my surprise, the agent refused to accept the proof I just pulled up on my smart phone. She insisted that I must provide a paper proof of insurance. I explained to her that it was impossible for me to provide a paper proof of insurance because my insurance provider is paperless. I even offered to call the insurance company so she could speak to them to get verbal verification of my insurance coverage. She then explained that the only way I could pick up the rental van is to buy uhaul insurance. I had no choice but to yield to her ultimatum. However, when I returned the rental van, the same agent finalized the transaction and sent my final receipt to my e-mail address. I find very contradictory that a company would refuse to accept my electronic proof of insurance, but will send my final receipt and rental agreement to my e-mail address. When I pointed this out to the agent, she responded "the transaction is final now, there's nothing I can do for you".Desired Settlement: DesiredSettlementID: Refund

Refund cost of insurance coverage.

Business

Response:

December 13, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Our GM of our U-Haul Center involved contacted Mr. [redacted]and advised him of a refund for the Collision Damage Waiver back to his Master Card account. The refund for $11 should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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. Consider this complaint resolved.

Regards,

Review: I rented a auto tow dolly in Decatur, AL for a one-way use to Douglasville, GA. I turned in the dolly in Douglasville, GA with no issues. Then 5 days later, I get a supplemental bill from uHaul for a wrong destination fee. I have the original contract which states the drop off location as Hwy 5 in Douglasville, GA. I have no clue where they got the destination in LA. But I fulfilled my contract and they, without even contacting me, charged my credit card for an erroneous charge. This unauthorized charging of my credit card is a dishonest practice. Most people may let the amount go, but I want UHaul to apologize for this and issue an immediate refund of $16.13.Desired Settlement: Immediate refund.

Business

Response:

January 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 Southern Louisiana regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], I would like to apologize to you for the charge one of our locations made to your credit card. Our dealer typed in an incorrect equipment number which caused your rental contract to come up. He in error charged your account the additional money. I have credited the $16.13 back to your card. It can take your bank 5 to 7 business days before the credit appears on your account. You may want to watch for it to come through. I am also sending to you in another email a $25 VIP Certificate to use in the future for any product or service U-Haul offers. We do appreciate your business and look forward to serving you again in the future. Our field manager will also discuss this incident with the dealer making him aware of what happen and to let him know the importance of verifying the equipment twice if necessary. Once again I do apologize for our mistake and do hope you will give us the opportunity to serve you again in the future. Thank you, [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

Consumer

Response:

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

Regards,

Review: I rented a 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: 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 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: company failed to charge agreed contract rental on unit (charged more). company failed to apply credit to paid amounts. company failed to apply proper credit to paid rent due. company did not bill ahead of time. company still failed to bill the amounts due, although customer requested bill. As a result, customer was continually billed fees AFTER they were due, and so was continually being billed with no resolve. Further, most disturbing of all, was the bill was continually back dated, so there always was a fee charged. ?! Number of complaints were submitted, however, the manager just said it wasn't me, it is the software billing system of U-Haul.

Unethical and illegal billing practices. Accounting is in error.

Business

Response:

May 29, 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 Manhattan Bronx regional office, followed up on the information Ms. [redacted] provided. She informed our office the late fees were waived and Ms. [redacted] was advised of the date when rent is due. We also explained she should pay a few weeks ahead in order to avoid any further late fees on her storage account.

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 cannot say. The billing was in error, but yes, now (per email I received from someone) it appears they cleared the charges. So, don't know.

I think it is resolved, but billing was in error.

Regards,

Review: I rented a uhaul truck to move my furniture during a recent move from my apartment to a house. After I loaded all of my belongings into the truck and arrived at my home I began removing the items. Both myself and the movers I hird with the assistance of uhal noticed a black film on many of my personal items. I later attempted to clean the film from the items and was able to remove some of it from hard surfaces, however my sectional couch and ottoman were damaged and now have black stains on them as a result. I inspected the uhaul and found that there was black (perhaps oil) all over it from the previous user and that this subtance had now ruined my furniture. I called customer service to report the complaint to uhaul within a few days the manager agreed to cooperate with my request for ammeds and advised me to file a claim through uhaul insurance company. I called and filed the complaint with the insurance company as directed. They then sent me a request for pictures of the damages. I submited these to the insurance company. A week after I was called by the insurance company and advised that they would be denying the claim as they had called uhaul and the uhaul staff told them that I was lying about the allegations and that the uhaul was clean. I advised them that there must be some mistake as I had personally spoke to the manager myself and they had advised that I file this claim. the insurance agent advised me to speak again to the uhaul manager and that if they called her back to let her know that they are not disputing this she would proceed with the claim and review the pictures I had taken and sent as envidence. I then called the uhaul manager to notify him of this. He advised me that he would have his direct manager call me to discuss this further. I never received a call from his manager as promised, nor any compensation to the damages of my furniture. This last phone call took place about three weeks ago.Desired Settlement: replacement of my sectional (cost was 599.00 four years ago at pruitts furniture) and ottoman (199.99 at pruitts furniture four years ago).

Return call from Manager's Supervisor/manager as promised three weeks ago.

Business

Response:

May 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company researched Ms. [redacted]’s claim and concluded that her furniture had normal wear and tear and they would not be issuing a refund for the damage she claimed.

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 spoke with the insurance agent for [redacted] myeself and was notifyed that the claim was denied due to UHAUL stating to them that the truck was not dirty as I had claimed. [redacted] did not deny the claim bases on "normal wear and tear" of the couch. [redacted] agent stated that they would reopen the claim if notifyed by UAHUL that they are not disputing this.

Regards,

Business

Response:

May 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We did confirm that the conclusion reached by [redacted] Insurance Company was normal wear to Ms. [redacted]’s furniture, however, [redacted], our President for our Western Arizona regional office, relayed that [redacted] is currently reviewing her claim again and will be back in touch with her soon.

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 rented a trailer from U-Haul on April 13, 2014 to drive from Hollywood, FL to Rockledge, FL. I was towing the vehicle using a vehicle that was registered with [redacted] and therefore the toll booth only charged for my car and not the additional charge for the trailer. I didn't realize this would happen at the time and thought it would just charge my [redacted] the extra amount.

On June 10th, U-Haul sent me an email explaining that my debit card would be charged $19 without any explanation or rationale. I had to call them to get information for why they would be charging my card without my permission. Within a few hours, my account was deducted $19, again without any invoice or authorization on my part.

After calling, I was emailed a copy of the toll invoice that included $14 worth of charges. I emailed a U-Haul representative named [redacted] and requested the $5 difference to which she replied-

"The $5 is Uhaul administration fee that is charged to every customer for any ticket or toll that is received while they are in possession of the Uhaul equipment. The original fee is $30 but as a courtesy, if we are able to collect for the ticket within 7 days we reduce the fee to $5."

I don't really understand how it's doing me a favor to essentially steal my money without authorization, but that's their rationale.Desired Settlement: I incurred the costs for the tolls, and have no issue with paying that bill. However, U-Haul's practice of charging without explanation on an account that was closed months ago and then assessing their "administrative fee" is unacceptable to me. I would like to see a refund of the $5. I would also expect that they review their protocol with handling toll fees and come up with a procedure that doesn't involve just removing whatever money they find appropriate from their customer's bank accounts.

Business

Response:

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that because all U-Haul trucks and trailer are registered to U-Haul, anytime a citation is issued and not given to the driver, the citation is forwarded to the U-Haul Company for immediate payment. In order to keep our equipment legally on the road, we must first pay any citations that are received from a violations bureau. We then research to find out who had the equipment in their possession at the time of the violation and apply those charges to the credit card on file or send a bill for payment. Per the Terms and Conditions for the equipment rental documented on the Rental Contract Addendum Document Holder, Customer shall be responsible for any applicable federal, state or municipal compliance, and pay any fees or taxes in conjunction with the rental and/or use of Equipment. Customer shall pay directly to that authority any and all citations, fines, penalties, moving violations, tow charges, tolls and toll surcharges incurred by Customer or resulting from Customer use of the Equipment hereunder. Customer agrees that any amounts paid by Company hereunder shall be applied to any Customer provided credit card.

In the interest of customer good faith, I have issued a refund for the $5 Processing Fee back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Recently we chose Uhaul's UPod option to move our belongings from [redacted] to [redacted]. The contract initially stated that the Upod would arrive on July 4th, 2014, making it perfect for us as we arrive on June 30th. However, the UPod did not arrive on its guaranteed date. When we called to inquire at the [redacted] Uhaul location, the employee told me that she has no information, and I'll just have to wait. Dissatisfied with her response, I contacted Uhaul Customer Service line, who assisted me in registering a complaint against the company and the contract delivery company involved - as she couldn't give me the whereabouts of my UPod. The Customer Service representative told me I would receive a call in 24/48 hours. Two days had gone by, and still no call. On the third day I received a call from the [redacted] location (where I paid for the shipping) stating that the Upod "may have been caught in the [redacted] flooding", however they also didn't know the location of the Upod. The [redacted] representative, stated they will get in touch with the appropriate people and call me back. Never did I received a call. A couple days had passed, and I attempted to contact the [redacted] Uhaul again - leaving a message with the dispatch representative, and again never received a call back. Over a week has gone by, and I attempted yet another call to Customer Service, who informed me that my Upod should arrive on July 10th - and I would be notified. July 11th came and no contact regarding Upod location. Calling yet again, leaving a message at both [redacted] Uhaul and [redacted] Uhaul - no call back. Called July 13th to Customer Service, who informed me the Upod arrived in [redacted] on the 12th - the log stated a call was made to my cell phone at "6AM" and a message was left. However, [redacted] Uhaul does not open at this time, nor did I received a call or voice mail. I expressed my anger and disappointment with the Customer Service representative, who told me she would register another complaint on my behalf, and I would be contacted regarding the issue in 24/48 hours. Later on July 13th, I contacted [redacted] Uhaul and requested my Upod be taken out on the morning of July 14th so I may access it.

Upon arrival on July 14th, the female employee could not find my UPod for approximately 10 minutes. Stating "we haven't received it or a notice for access." I informed her of the situation, and she left for approximately 15 minutes. The employee then returned and stated that she found my Upod, at the back of storage and I would have to wait a couple hours to gain access to it. Again, repeating my displeasure and need for access, she then left for approximately 20 minutes, returned and assisted the next customer. In disbelief, I gave her the benefit of the doubt and waited. Eventually the manager entered, explaining he ran out of propane and I would have to wait for him to get more so he can get access to my UPod. In all, I waited approximately two hours to gain access.

Fortunately, everything was in order - however due to the delay we had to go without several items and make due without our belongings. This move has caused tremendous stress, and turned what should have been simple, into a nightmare. The lack of communication and inability to keep guarantee's has caused great displeasure with the Uhaul service.Desired Settlement: Due to the large amount we paid Uhaul, based on their "guarantee's" and proclaimed "professional customer service", which certainly was NOT the case. We are only seeking a 50% refund, given that the items did arrive eventually.

Business

Response:

July 23, 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] regional office, followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she was issuing them a refund for $350 for the late delivery of their U-Box. The refund was issued to the credit card provided and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I had issues with the rental equipment not functioning and improper billing.

On Sunday July 27th at 9am I was scheduled to pick up a car trailer and pickup truck. The truck had non functioning hardware for sending braker and blinker illumination to the trailer. I was told by a staff member to use the trailer anyway since they didn't have anything else to offer me at the time. I found this surprising that they would send a dangerous vehicle on the road in that condition. I insisted that they give me a working vehicle and eventually they did. It took 1.5 hours and made me late in delivering my materials. In addition they indicated they would five me the same rate for a Box truck as the pickup truck. That was not the case upon return of the equipment today 7/29. I called customer service and they indicated that they could not make the change. But "traffic" could. I was transferred to traffic and they indicated they they could not make the change either. And that someone from the location Vestal location would call me right back. They have yet to call. The non functioning pickup truck was inspected in July. Clearly although the truck was inspected the functionality of the trailer connections is not part of the inspection. I would think an organization that rents trailers and trucks for the purpose of hauling equipment would ensure this was part of the inspection. The truck was new and had 4000 miles on it so it is likely that this was a factory installed issue that was not checked. VERY strange. I attempted to be connected with Uhaul corporate management on several occasions was told that was not possible. Considering the liability issue with getting in an accident with faulty equipment I would think this would have been resolved more professionally.

My reservation numbers are as follows. The first was canceled since the truck did not function. The second is the improper charge for a box truck at a higher rate.

Contract No.: [redacted]Contract No.: [redacted]Desired Settlement: I would at a minimum like to be reimbursed the $60 I am owed. I would like to see a complete refund due to the pain and aggravation this has caused.

Business

Response:

August 6, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted]. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. [redacted] informed our office [redacted] was contacted and advised of a refund for the difference in rates in the amount of $100.11. The refund was issued back to [redacted]’s[redacted] account and should post on his next credit card statement. As we value [redacted] as a customer, [redacted] also sent him 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, [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: 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 called several weeks ago to reserve a u-haul and asked for the biggest vehicle available for a move. I was called today, the day before the move and was told there is nothing available. I live in [redacted] and there are no vehicles available in any nearby communities in the near future. They told me there was a vehicle available in [redacted] but that is a 7 and a half hour drive away and even if I were I able to go there I would not have been able to make it before closing. They told me they have a 20ft vehicle that can possibly be made available Monday but that won't work as I have a 5 person family and a 4 bedroom house. I have been told that they made a reservation for a 20ft vehicle for me but that is a mistake as I requested the biggest available u-haul.

I am now in great distress. I have tenants moving in to this house on August 18th and I need to empty the house and clean it. This is now impossible. I have called every moving company in town and no one can move me with such short notice. I may have to put the tenants arriving on Monday into a hotel until my home is empty and someone, anyone has a vehicle available. This will come at a tremendous personal expense. I cannot emphasize enough the stress this is causing.Desired Settlement: An apology and payment for any extra expenses incurred because of their breach of contract.

Business

Response:

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. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] explained our Traffic Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this 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

Review: 1) Failure to provide receipt, 2) Failure to provide total including taxes prior to processing payment

I utilized Uhaul 'U-Box' service for a move from Halifax, NS to Parksville, BC (June 27 to mid July). Uhaul Dartmouth was the location I dealt with to schedule the move. When I initially spoke with them to obtain a quote (May 27), I was advised that the cost of shipping two boxes from Halifax to Parksville would be $3626. I subsequently received an email with a master order number [redacted], stating, "We automatically charge your card for shipping five days prior to your guaranteed arrival date, we will charge you in the amount of $3626.00 on Thursday July 10, 2014." After my items were shipped, I was able to track the order online and the Uhaul site also confirmed that the "total" cost of shipping was $3626.00. When my items still hadn't arrived by July 17th, I called Uhaul to inquire about the delay. They said they had been trying to charge the shipping fee to my credit card for several days, but the card came back declined. I advised that I had enough credit space to cover the $3626. At that point, the CSR advised that the cost was actually $4169.90, as the $3626 "total" did not include taxes. I had no choice but to pay the higher amount in order for them to release my belongings to the local Parksville Uhaul dealer. However, it is unethical for a business to advise a customer 3 times (via telephone, via email, and via tracking website) of the "total" cost, and then attempt to bill the customer's credit card for a higher amount that includes taxes. I initially assumed that I must have overlooked the "taxes" line of my email and website confirmation page, but when I looked back at my papers, I realized that Uhaul had represented $3626 as the total.

I contacted Uhaul twice in late July to request an itemized receipt, and they still have not provided this receipt.Desired Settlement: 1) I would like a refund of the difference between $4169.90 and $3626 (543.90)

2) I would like a receipt emailed to me asap

Business

Response:

September 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She issued a refund for the requested amount of $543.90 back to Ms. [redacted]’ [redacted] account, which should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Although I am very satisfied with U-Haul decision to issue a refund, they still have not provided me with a receipt for my moving expenditures. The lack of receipt (despite two requests) was also part of my original complaint. It is essential that I receive a receipt as soon as possible. Once I receive the receipt, I will be satisfied with the outcome.]

Regards,

Business

Response:

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Atlantic Canada Regional Office, followed up on the comments from Ms. [redacted]. She informed our office she emailed Ms. [redacted]’ a copy of her receipt.

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: Here's my store :

1. 6/8/2014, moved out of uhaul storage box. Terminated contract #[redacted] and received confirmation email.

2. U-haul continued to charge me for my already terminated contract two more times, on 6/20/2014 and 7/20/2014, respectively.

3. Contacted U-Haul immediately but nobody really offered any help. Been kicked between departments but never resolved any issue here.

4. I put on dispute with my credit card provider to dispute the two payments. U-haul admitted the wrongdoing and my dispute on two charges were resolved on 8/16/2014 and 9/19/2014. Got my refund back on my [redacted] credit card. ([redacted] Dispute Reference Number: [redacted] and [redacted])

5. I started receiving collection letters from an agency contracted by U-Haul. Apparently U-Haul treated my payment as chargebacks and never really resolve the issue and they are still actively collecting the money I never owe.

6. I filed first compliant with[redacted] (Complaint ID # [redacted]). Received response:

"January 6, 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 Raleigh Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she confirmed Mr. [redacted] moved out of storage and will have the collection letters stopped.

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 Assistant

U-Haul International"

7. I went to my local U-Haul dealer to rent a trailer on 2/23/2015. I learnt that I've been put on their blacklist since I have a "ongoing issue with U-Haul". I was denied service due to incapability and negligence of U-Haul.Desired Settlement: Nothing. Just FYI my local TV station is about to hear this. Good job, U-Haul.

Business

Response:

February 25, 2015

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

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the recent comments from Mr. [redacted]. She asked that we apologize for her delay in getting the collection letters stopped but assured our office she personally spoke to our Credit Administration Department and was told, as of today, the letters would be stopped. She also mentioned we show a $0.00 balance on his account and Mr. [redacted]’s name has since been removed from our E-Alert system.

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