J.R.J. Tara Corporation

Review: Let me tell you about my experience with the U-Haul in Fort Pierce and Melbourne Florida. The first appointment was on 02/04/2015 at 930 in the morning at the Fort Pierce U-Haul I showed up but they did not have anyone to install the trail hitch and wiring. I talk to the manager [redacted] and he stated that he would credit me the labor cost and made me another appointment for 02/12/2015 at 900 am. This time I call the day before my appointment to make sure there would be a mechanic on duty on that date. I also asked to make sure that I was talking to someone at the site and she stated yes and her name was [redacted]. On 02/12/2015 I showed up again at the Fort Pierce location and was told again that they did not have a mechanic on duty that day. I informed them that I called the day before to ensure there would be someone there by [redacted]. They stated [redacted] was at their 800 number and at that location they have no way of knowing if there is a mechanic on duty. At this point I left and called the 800 number to file a complaint, which I did and was told that a southeast regional manager would be calling me within 3 days. As of this date no calls have been received.Today I was called by the Melbourne U-Haul office and told that they would have to cancel the appointment for Saturday 0221/2015 at 1100 am, due to no mechanic on duty. My question to U-Haul whats going on with your company? I have had three (3) appointments with your company and not one has done the work that was promised. I now have my 4th appointment for this work to be done on Friday 02/20/2015 at 3:00 pm. Time will tell if they happens or not.Contract Number [redacted]

Product_Or_Service: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Reduce cost for work done

Business

Response:

February 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Relief Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that a hitch and wiring were installed on Mr. [redacted]’s vehicle. A check for the labor in the amount of $87.50 was issued to Mr. [redacted]. He should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] In response to your letter dated February 27, 2015, I would like to inform you what really happen with my phone conversation with [redacted] (U-Hauls Eastern Florida Regional Office). Mr. [redacted] did contact me to inquire on the hitch & wiring and if it was installed. I stated yes, I did get charged for installing the hitch, wiring & labor charge. Mr. [redacted] stated that I did not get charged for the labor on the hitch. I told Mr. [redacted] that he had been miss informed & I did get charged for the labor. At this point, I suggested that Mr. [redacted] look up the account and see that I did get charged. (Note: I felt I was being called a liar, so I gave Mr. [redacted] my credit card number & conformation number to look it up.) After looking up the account Mr. [redacted] stated that I indeed paid labor charges and that U-Haul would be sending a check for the labor charge. I still feelthat this case was very unprofessional and that U-Haul needs to get their facts before calling a customer. The sad part about this was that it was U-Haul’s “Eastern Florida Regional Manager”.

Business

Response:

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured the information Mr. [redacted] recently relayed has been forwarded to the attention of our President for our Eastern Florida Regional Office for further follow up and corrective action taken as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. We always welcome and appreciate customer feedback as it allows us to realize what programs are working and what areas need attention, including customer interaction with U-Haul staff members as was the case with Mr. [redacted].

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. I hope Mr. [redacted] will allow U-Haul to redeem itself in the future. 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 17 ft van to move on June 20/12.In order to secure the vehicle I used a credit card and asked the staff to not bill the card that I would pay cash. This was noted on the contract. At 5:15 P.M. I dropped off the truck and the key at separate locations as instructed but the office was closed. It was also closed on 21/12 due to the heatwave. Fri. morning I called before leaving for work to go in to pay. No answer.Called several times from work eventually got staff who told me credit card was billed. I protested then made plans to go in and pay and charges to card be reversed.They charged me $1.50 per liter for gas and $30.00 surcharge. Gas is $1.20 liter. When the bill was redone the cost went up by an additional $2.00 which the staff could not explain to me why this happened. The contract was breached when they billed the credit card and when the environmental tax on the bills were different from one day to the next.

Product_Or_Service: Truck RentalDesired Settlement: DesiredSettlementID: Refund

At least half should be given back. I had to go back to the location twice to pay the bill and to reverse the charges to the credit card. Which should not have billed in the first place as per contractual agreement(written on contract by staff). Gas charges were over inflated.

Business

Response:

June 28, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern Ontario, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. She explained she would issue a refund for the fuel and environmental fee expense and requested Ms. [redacted] provide her with a current mailing address so she can process and mail a check for the refund of $63.13.

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: U-Haul Service Rep Unresponsive: Called U-haul and reserved a truck. At 1PM received a text message confirming the reservation stating truck would be available for pick up at 2:00PM. At 1:14PM, I called the number on the text message and gave them my confirmation number ([redacted]) and asked if the truck was on site. [redacted], the U-Haul rep, said "he did not know and he would call be back. [redacted] did not return my call. After waiting twenty minutes, I called again and asked to speak with [redacted]. I was put on hold for over 6 minutes and then hung up. I drove out to Waynesboro to get the truck at 200PM. I met [redacted] who said they did not have a truck available. I asked him why didn't he call my cell phone and save me the 20 mile trip. He said, "he was too busy". As a final point, [redacted] U-Haul was a very small U-haul site, there was only 1 truck on the lot.Desired Settlement: I would like $5 to pay for my gas and a letter of apology for wasting over an hour of my time.

Business

Response:

July 10, 2012

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

Our records indicate a check for $50.00 was issued to Ms. [redacted] to reflect a refund for the Reservation Guarantee Fee. The check was issued on May 30th and should have already been received.

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 05/17/12 I reserved a trailer from [redacted]/uhaul rentals to picked up on Monday 5/21/12 at 8:00am in the morning. The rental was suppose to be for 2 days and returned to the los banos/hilmar uhaul site. When my husband and self went to to get the trailer on monday it took 1.5 hours to complete the paperwork for the trailer just to find out it wasn't there...They didn't know where it was! By the time the associate was able to get the paperwork up it was 11:30am. I requested a refund. On 5/22/12, I was contacted by a woman from U-Haul asking why we did not pick up the trailer and if we were still interested in it. I said if it is at the store I would be right in. We went back to the site to find out, that again the trailer was not there, and they denied contacting us. [redacted], owner, stated that we had reserved it for another location and that the trailer was there. I maintained that we had made the reservation in person at his location. Mr. [redacted] located a trailer at another location and informed me he would pick it up.Per later phone call he stated I would have to go pick it up but it would be free. I picked it up at [redacted] Feed and Hardware in [redacted], Ca at 6:30pm. The associate said that all we needed was the transfer paperwork and that no charges would be applied. Never did I sign an authorization form to withdrawal money from my account for this transaction. We returned the trailer to the Hilmar location. On 5/29/12 my bank had an unauthorized charge of 32.12 from U-haul. Later I received a collection notice for 278.88. I went to Gustine U-Haul and inquired about the notice. There I was given 2 contracts,a canceled contract and 1 in which I was unaware of. Both contracts contain incorrect information. I contacted U-haul and a filed a complaint (#[redacted])I was told that I would be contacted by phone in 3 days. There was no response. I called back and was told that an email was sent to me(never received) by "[redacted], Field Manager" stating I was liable for the payment.Desired Settlement: I want the unauthorized payment of the 32.12 refunded, and the amount that was placed in collections to be cleared, and taken off of my credit report. I am also requesting an additional 1000.00 compensations for trying to resolve this matter which has taken me till this point 15 days and still ongoing. If this settlement can not be reached I will be forwarding this issue to the superior court under criminal charges, in which all attorney fees and costs will be requested.

Business

Response:

July 13, 2012

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of East Sacramento, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised Ms. [redacted] of a refund for $32.12 back to her Visa account and he will have the collection account deleted. Ms. [redacted] relayed her satisfaction with the resolution. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My wife and I were in the process of moving our six children and ourselves out of a 3,400 square foot home in Boise, Idaho on July 3, 2012. Prior to this (more than a week), we had scheduled an outside moving service, and a Uhaul truck (the largest and most expensive available) to be picked up on Monday, July 2 at 6p. Our rationale was to load the smaller, boxed items ourselves into the Uhaul truck, take them to the intended destination, unload them, and then return with the Uhaul truck so the moving service could load the large, heavy items, and then unload them at the intended destination. The day before the move, the representative at Uhaul persuaded us to drop our scheduled moving service in favor of a contracted mover through Uhaul. We agreed, and the were scheduled to arrive at noon on July 3 to load the large items. Thirty minutes before they were set to arrive, the moving service called and cancelled, leaving us with no help for the large items, and less than 6 hours to return the Uhaul truck. Moreover, the representative at Uhaul refused to refund our money for the moving service, or even attempt to rectify the issue in any way.Desired Settlement: We would appreciate a FULL refund from Uhaul.

Business

Response:

July 17, 2012

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

The information Mrs. [redacted] relayed involves Moving Help, which is a division of E-Move and not U-Haul. We can suggest Moving Help, however, we are not responsible for their services. Any concerns involving E-Move or Moving Help needs to be referred back to them for 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: 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: On June 16th, 2012 I reserved one of your trucks for a one way rental with a Pickup of June 29th, 2012 and a drop off on July 1st in Port Elgin.( reservation # [redacted])On Wednesday July 27th, 2012, I called the main U Haul number to confirm that the reservation was still valid and was told that it was and I could pick the truck up on Friday July 29th, 2012 at Uhauls location on 204 [redacted] in Barrie.I called the [redacted] location and was assured that a truck would be available.When I showed up on Friday (July 29th, 2012) at 11AM, the U Haul representatives 1st reaction was Oh did you not receive a phone call?. It seems the truck (which was guaranteed for me to be there) was not there. Previous renters were blamed for dropping the truck off at a different location, however not to worry, she had called them in the morning and confirmed that the truck was there and would be held for me, it would be just up the road.She proceeded to contact the other locations to be advised no truck was available; she called U-Haul dispatch and was told nothing was available. She got upset with the dispatcher and suggested that the dispatcher speak with the customer (Me).The dispatcher advised me that no truck was available; however Ill be 1st on the list if any truck is dropped off, and she was expecting several to be dropped off. I advised her of my dissatisfaction and that I had 5 people (which I am paying) at my house awaiting the truck for the move. All she could say was Im 1st on the list for anything coming in however was unable to provide a timeframe.Approximately 20Minutes after the conversation, I call the dispatcher back and asked her to check the system to see if any trucks / cube vans where available on the outskirts of Barrie that I could pickup. I was once again told nothing is available, but Im 1st on the list.At Approximately 1:15PM, I received a phone call from a U-Haul representative whom advised me that I will not be receiving a truck today; however they expect to have one available on July 3rd, 2012. I advised her that that was not sufficient, as my house was sold and I had to vacate the property. She proceeded to advise me that she could have a truck for me on the 3rd.As Im on the phone with this representative, I pass a U-Haul location in Angus that not only has a 26 foot truck but also 3 cube vans. Which I questioned her on and I was advised they were reserved for other customers for tomorrow and there was nothing she could do for me. I advised her that my Lawyer will be in contact.How is it that you are able to hold reservations for other people?Having the history of events above, I wonder if you can explain your incompetence to me and how it is that you are able to take a reservation without the availability of vehicles? Especially when the reservation was confirmed.This has now cost be an additional $2700, not to mention the stress and inconvenience.By the reaction of your staff this seems to be quite common and obviously they couldnt care less, just wondering if that is represents the companies view as well.If you have the decency to reply to this note, I ask you to actually take the time to address the issues, do not bother to send me a standard letter (which Im sure you have pre-printed) offering your apologies and a monetary discount of a future rental. I can assure you a future rental with U-Haul in not in the picture after the financial loss you have put me through. In addition I will go out of my way to advise others of this issue to ensure they do not stung by U-Haul.Desired Settlement: for

I wish for people to be aware of this so others do not have to go through the same and are left high and dry on a very important day. Avoid U-Haul. This is the 2nd time they have done this to me. I didnt learn my lesson the 1st time.

Business

Response:

July 16, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Traffic Manager for the U-Haul Company of Central Ontario, followed up on the information consumer provided. She contacted consumer and offered an apology for the inconvenience he experienced and also advised him of a refund for the $50.00 Reservation Guarantee 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

Consumer

Response:

Yes I did receive a call, still do not understand how them sending me $50 (which I told them would not be satifactory) and an appoligy is a solution to a loss of $2700 on my part and a possible law suit as I was not able to vacate my home due to the fact that Uhaul was unable to provide me with the moving equipment as contracted. An offer to provide me with some future discounts on rental was also provided, do they realy think that I would risk using them again!. I really would like to know how they think $50 and an appoligy makes this all satisfactory.

Business

Response:

September 25, 2012

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

Ms. [redacted], our Traffic Manager for the U-Haul of Central Ontario, reviewed the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he will be submitting his invoice for a moving company to move his belongings for further review and consideration. Mr. [redacted] relayed that it may take him a few days to locate his receipt and then will email it to Ms. [redacted] as discussed.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On August 2, My Sister, [redacted], contacted Uhaul our my behalf to set up a truck reservation for our move from [redacted], FL to [redacted], MD. The reservation included a 10ft truck and a tow dolly, with a total price of $572.90 for a move date of August 13. On August 10 I contacted Uhual to change the reservation. I moved up from a 10ft truck to a 14ft truck with a new move date of August 20. The price increased by $60.00 total, $491.00 for the 14ft truck and $140.00 for the tow dolly. On August 20, I went to pick up the Uhaul at [redacted]. I was informed that my debit card had been charged 787.77. This is $156.00 MORE than the cost I confirmed. I was refunded the total amount and then charged the new amount of $528.24. The original charge, although refunded, was still pending on my account. This meant I was unable to access the money in my account to pay for our drive. I spent several hours between the bank and Uhaul to remove that charge. The truck was FILTHY dirty, old combs, empty bottles..etc. within 50 miles of our drive, the change oil light came on. Upon arriving at our destination the return location was incorrect. We contacted the [redacted] office to get new information. We were hung up on FOUR times. We learned after actually returning it, that we were missing paperwork for the truck and ANY conformation that we had the right to use the trailer. We drove over 1000.00 miles ILLEGALLY. I contacted uhaul to request a refund and resolve the matter. I was told that I was a liar, that nothing was wrong with the truck and that I should be happy I didn't have to pay for the trailer. The manager, [redacted], that I spoke with, had no care or concern for the issues we had. MD, VA, NC, SC and FL police confirmed that using the tow dolly without proper paperwork is legal and would result in anything from a fine to jail time (based on state). This was a disgusting, frustrating and AWFUL experience. I informed Uhaul Manager [redacted] that I would contact Revdex.com - he laughed.Desired Settlement: I am requesting a FULL and TOTAL refund in the amount of $528.24.

Business

Response:

September 7, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call to personally address his concerns but they have not received a call back. She also mentioned that Mr. [redacted] was not charged for the towdolly rental to help offset the inconvenience he 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

Review: I bought a tow bar and took it to my local U-Haul shop to have it mounted to my Jeep for towing with my Rv. They drilled big holes in my bumper and then attachedthe towbar to styrofoam instead of metal or steel.When we tried to tow our Jeep on our way to vacation in Oklahomea we didn't even make it out of our parking lot before it ripped off the front of our Jeep. 3 months later we are just now gettin an offer of settlement of $1500. They made us get 3 estimates and none were under $3500 and that is just for the body work. All 3 body shops explained that there was most likely more damage internally , probably to the frame from the way it ripped off. We have a very ill, handicapped child who needs constant visits to Nemours Childrens hospital that we are struggling to find a way to get him there because we are down a vehilce.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to fix my vehicle from the major damage they caused. We also had to rent a vehiclefor our vacation that wasalready planned and paid for because we were unable to use our vehicle as planned and the damage was caused on our way out of town. The other issue is tha we have a very ill, disabled child who requires many regular visitsto Nemours childrens hospitaland we are without a vehicle for more than 3 months noow and they know that , a

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Mr. [redacted].

RepWest Insurance Company

advised our office that Mr. [redacted]'s claim was paid on October 3rd

in the amount of $1502.72.

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: In March I made a reservation via the U-Haul website for a U-Box, to be delivered to my apartment at the end of July. In the two weeks leading up to my move, I spoke to various people in the Minneapolis and Crystal stores, as well as at U-Haul Customer Service, to try to confirm my reservation and drop off time. I would conservatively estimate that this took two hours. The day before my U-Box was supposed to be delivered, I spent approximately four additional hours on the phone, being told that they had overbooked and would not be able to deliver. I was moving out of an apartment and moving across the country - my lease was up. I had a reservation number made months in advance. Finally, after hours spent on the phone, hours that I needed to spend packing and tying up other loose ends, I was told that I would have a U-Box that evening, and that I would be called when they arrived at my apartment.My U-Box was dropped off without my notice, parked illegally (directly in front of a stop sign). I had to call the store and have them come back and move it. I was late for an appointment because of this. There were no apologies made.I filled my U-Box, it was picked up. The charges from U-Haul hit my credit card. Three different locations (Crystal, Blaine, and Nicollet) charged me - I called customer service for information about the charges (I had never received a receipt from U-Haul) and we agreed that two charges totaling $1421.04 were correct and that two charges totaling $105.68 would be reversed. Because of this conversation, I did not contest with my credit card company. The charges have not been reversed. When I called customer service back, I was told that I needed to speak with the stores directly. The stores claim that the charges should not be reversed. No one at customer service will speak to me about why I was told they would be reversed. This took up about another three hours of my time.

Product_Or_Service: U-Box

Account_Number: Never recievedDesired Settlement: DesiredSettlementID: Refund

I would like the $105.68 in credit card charges reversed, and I believe that I am due additional refunds due to the amount of time I have spend on the phone, trying to resolve these issues, when I should have been free to work. Nine hours wasted is not insignificant.

Business

Response:

October 9, 2012

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

[redacted] the Executive Assistant in our Blaine, MN Regional Office informed us she has credited $105.68 to Ms. [redacted]'s Discover Card. The credit 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

Review: My complaint is about my dissatisfaction with the rental equipment I paid for on 08/17/12. [redacted] ([redacted]) rented out a 26' truck that had no AC and apparently engine issues ( the cabin of the truck was extremely hot due to the truck overheating and no AC). This rental was a one way rental from Louisville, Ky to Tampa, Fl over 1000 miles, a 13 hr trip. This truck was not in any condition for a long distance move and should not have been rented to anyone traveling that distance. It also had steering issues, there was a lot of play in the wheel (the steering was not tight). I have called the 800 number to address this issue. I received a call and emails from [redacted], Area Field Manager, U-Haul Company of KY. He felt a 20% discount would suffice. I disagree. I have called and emailed Mr. [redacted] to express my feelings and concerns. I can not get him on the phone. He refunded $223.40 to my card, not impressed or satisfied. I also have a problem with the small mom and pop places that reservations at Uhaul are sent to. They almost never have the good quality vehicles as say a Uhaul store. Someone should do something about these issues.Desired Settlement: I would like my money to be refunded to me.

Business

Response:

October 10, 2012

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

[redacted] the Executive Assistant in our Louisville,KY Regional Office informed us an additional credit of $335.10 will be refunded to Ms. [redacted]'s [redacted] Card. This amount along with the previous credit of $233.40 represents 50% off the base rate of the truck.

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 a trailer from this Uhaul location and provided the agent with a Uhaul VIP certificate to cover the cost of the rental. Despite this, my credit card was charged for the entire amount of the rental. Several attempts to resolve the issue with both the location and Uhaul customer service have been unsuccessful.Desired Settlement: I would like the rental amount refunded to my credit card and the entire amount charged against the certificate.

Business

Response:

October 17, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Alberta, followed up on

the information Mr. [redacted] provided. She informed our office she

left a message for Mr. [redacted] requesting a return call in order to

verify the Certificate number and issue the appropriate refund. She

hopes to hear back from him soon.

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 a storage unit for one month on September 29, 2012 for a friend. On October 28, 2012, the friend begin moving the items out of the storage unit. At this point, she was told that she had until the end of the business day on October 29, to have the unit cleared out. On the morning of October 29, 2012 a payment of $160.95 was taken from my debit card for storage for the month of November. My friend arrived in the evening of October 29, 2012 to remove the last items from the unit and was told told that she had until 7:00 pm to completely clear out the unit and close the account. At this time, she was unaware that the payment had already been taken.After removing all of the items, she approached the desk to close the account and was told that she would not be able to close the account because she was not the cardholder and that she was charged an additional month of storage.On the morning of October 30, 2012, I went in to close the account and asked for a refund of $160.95 and I was told that the account had been closed. I explained that my friend was told that I was the only person who close the account and he stated that because she made such a fuss, the account was closed. He also stated that because I paid for the unit with a debit card I was not entitled to a refund because the unit should have been cleared out on October 28, 2012. When I stated that my friend was there on October 28, 2012 and was given different information, he stated that his staff would not of known how payment was made, even though the cashier pulled up the information for my friend to give her the deadline. I have since learned that there have been several complaints and unsatisfied customers who have used this location for truck rental and storage.

Product_Or_Service: Truck Rental & Storage unit

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of the $160.95 November storage charge.

Business

Response:

November 4, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Shawn McWilliams, our

Executive Assistant for the U-Haul Company of Northern CO, followed

up on the information Ms. [redacted] provided. She informed our office

she spoke to Ms. [redacted] and followed up with an email offering her

apology for the way her situation was handled at our U-Haul location.

Ms. McWilliams assured her she would be addressing the issue with

our GM of our U-Haul Center to ensure proper procedures are being

followed locally. She also advised her of a refund and sent her a

copy of the refund receipt for her records. Ms. McWilliams thanked

Ms. [redacted] for choosing U-Haul and asked her to feel free to

personally contact her for any future assistance.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I 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: Avoiding responsibility of damaged/eletrical issueand charging me $471.00 for usage.

I rented a truck from them.while my brother and I were in it(preparing to unload the truck), we started to smell smoke as we backed it up to our new apartment. I initially dismissed it as outside smells coming through the vents. But my brother saw smoke a few moments later coming out of the vent after the dashboard lights had went out. We jumped out of the truck because we thought it was a fire and let the truck sit where it was,in which, it got stuck.

Now, we were told that because we drove it on grass that not only was it our fault, but that the ir was NOTHING wrong with the truck. The only reason their mechanic has not found anything wrong with the truck is because he obviously didn't lift up the dash and chances are that it no longer lights up at all. Here is the most recent email I have recieved from management at the [redacted] location as well asmy response:

[redacted] 01/19/2012:

It's come to this, huh? I'll tell you what was wing with your truck that you're mechanic was too lazy or dumb to find: the dash panel's lighting switch had a short that started smoking which is why we couldn't see anything at night and why we jumped out of the truck. And since Uhaul is happy with sticking me with this many charges, you can also let them know that EVERYONE will know about the $471 charge I've been given when the smoke got inn the cab and that a mechanic couldn't find it and that Uhaul thinks I'm lying despite the thousands of dollars I've spent with you all in the last year.

Sent from Yahoo! Mail on Android

From: [email protected] <[email protected]>;

To: <[email protected]>;

Subject: U-Haul Reference #[redacted]

Sent: Sat, Jan 19, 2013 1:40:43 PM

I'm sorry for the way things have come to be. but things are out of my hands. the first mechanice found nothing. you took things on your self to jump the truck and move on we could have put you in another truck. I knew nothing of what was going on. then you took the truck of the road and got it stuck. that is abuse. that is why the charges are the way they are. I have worked had for my customers even on my days off. I cant take care of them after the fact. i'm sorry. and yes I have been known to help unload and load a replacement truck on the side of the road from a breakdown. and waited 1.5 hours for some one to come get me not the customer. they were on there way to finish the move. I nor Uhaul. is at blame for this. please understand. Greg Twiddy</[email protected]></[email protected]>Desired Settlement: I want that $471.00 charge cut in half. I will take responsibility as a partially disabled vet for moving the truck into grass to make it easier for me to carry furniture into my apartment but I will not be left with the blame to faulty equipment when over the last year I have willingly paid my late fees for storage with Uhaul knowing that I was completely wrong.

I ALWAYS take responsibility for my faults but I NEVER take responsibility for others.

Business

Response:

January 24, 2013

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

Ms. Wendy Holland, our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and explained that they gave him a discount on his rental as an adjustment and split the cost of the tow service.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a truck and auto transport trailer from U-Haul. I made the reservation online, and picked up in [redacted]. I received half of the furniture pads that I requested, and when I tried to load my [redacted] onto the trailer, the straps would not fit over the tires. When I called the support line, they couldn't tell me what size tires it would fit...but it obviously wouldn't fit mine. I made the reservation online and it said nothing about tire size after I selected the year, make, and model of my vehicle. Then they told me that my only option was to "purchase axle straps ($100) available at any auto parts store..."Since I was moving across the country, I had a schedule to keep...so I bought the straps. I feel that I should be reimbursed for the purchase seeing how my vehicle is STOCK from the dealership, and therefore "SHOULD have fit" according to their information.A guy named [redacted] called me from [redacted] and after being rude and talking over me for 10 minutes...he offered me $50 for the strap ordeal and the difference in furniture pads. That's just baloney.I've rented from U-Haul several times, and there's always some problem...and it's always MY problem. Where's your customer service U-Haul?

Product_Or_Service: Moving truck rental

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want refunded the price of the furniture pads that were missing ($15.00), purchase price of the HD axle straps + applicable tax.Straps: $100.99[redacted] tax: $5.05 Pads: $15.00Total: $121.04Receipt available.

Business

Response:

February 12, 2013

Thank you for your concern for our customer [redacted]

[redacted] our President for the U-Haul Company of [redacted] followed up on the information [redacted] provided. He informed our office he reviewed the information with his Area Field Manager who previously spoke to [redacted] on February 5th. [redacted] was advised that the straps on our towing equipment are not designed for over sized tires. A credit for the $50 Reservation Guarantee Fee was issued due to the fact [redacted] did not receive all the furniture pads he reserved. In addition to the Reservation Guarantee Fee, the rental fee for $17 for the pads he did not receive was issued. The refund for $67 was issued back to [redacted]’s [redacted] account and should post on his next credit card statement. [redacted] relayed that after his review of the information, his decision in the matter remains the same.

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.

For the hundredth time...my vehicle is NOT fitted with oversized tires. It is STOCK as it came from the dealership BRAND NEW. You (U-Haul) have the capability to list every make and model of vehicles available on your reservations website but somehow cannot fix the flaw that allows people to reserve inadequate equipment for their needs. That is an extremely lazy excuse from a giant corporation that just doesn't care about the dissatisfaction of one person.

The dealer at the pickup location in [redacted] had the vehicle right in front of him and should have determined if there was a problem at THAT time. [redacted] was rude on the phone and proceeded to yell over me during the entire conversation. If this is not resolved with a full refund of the purchase price of the straps, I will boycott future use U-Haul and will exhaust my voice online and in person to anyone who will listen.

Regards,

Business

Response:

February 19, 2013

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

[redacted], our President for the U-Haul Company of [redacted] reviewed the information [redacted] provided. He informed our office, as far as any further monetary reimbursement, his decision in the matter remains the same.

However, as we value [redacted] as a customer, we sent him a $60 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

We 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 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: 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: Approximately three weeks ago, we made a reservation online with Uhaul. We were to pick up a 26' truck at 8 AM on 5/31/13. On 5/30/13, we received a phone call from Uhaul, confirming the reservation and a text message confirming the reservation.

On 5/31, we hired someone to help us move, drove about 100 miles and we were at Uhaul at 8 AM, but there was no 26' truck. We were told that a 20' truck would be available around 1230 PM. So we stayed in town and found things to do to kill time while we waited. We were back at Uhaul at 1230 and we were then told that the 20' truck had a broken axle or something and wouldn't be available, but there would be a 26' truck coming in at 500 PM. So once again, we found things to do until then.

Please note that we have a 5 month old daughter that had been in and out of a car for about 6 hours by this time.

We came back to the Uhaul location at 5 and we had to stand in line for two and a half hours before we even got to the counter. Upon arriving to the counter at 730 PM, we were told there was no truck there. During this time I had been on the phone with Uhaul Customer Service and was told that they would "for sure" have a truck coming in at 830 PM and they would make sure that the location stayed open until we had a truck.

At this point, it was 830 PM and it had been 12 1/2 hours of us waiting on a truck, when our original reservation had been confirmed via phone and text for 8 AM . By this time, our 5 month old daughter had now been in and out of a car for 14 1/2 hours and she was out of bottles. When I left the house, I had packed enough bottles to get her through 12 hours, when in reality, we should have had this done and been back home within 6 hours. So I overpacked her bottles and we STILL ran out so we had to go to the store and BUY her more formula.

Finally, Uhaul offered us a truck that was damaged, it had been returned with holes in the trailer, so anything we had put in it would have gotten wet , but they offered it. Unfortunately, it had now started raining, so we told them no. Come to find out, that same truck had been in the yard all day, but they didn't offer it to us until that night. Please note that it did not start raining until that night, so if they had offered that truck to us originally, we would have taken it since it was not raining and all of this could have been avoided.

So now it's about 930 PM and we had nothing but a two hour drive back home, empty-handed, after wasting time (15 hours) and gas and money-for NOTHING.

This brings us to today, Saturday, June 1, 8 AM. We have no truck, with two storage units and a two bedroom house that still needs to be loaded up and moved. We are now facing paying another month worth of rents on the said storage units and house, when we have a perfectly fine house ready for us to move in to. However, because of the incompetency and un-willingness of Uhaul to get this resolved, when we did everything we were supposed to, by the book and Uhaul screwed up everything, we are stuck.

Now, with that being said, my husband has been on the road and on the phone all day long trying to make additional arrangements. He finally got Uhaul to get us a truck. At around 1130 AM today, June 1, they told him there was a truck coming in at 230 PM that he could have. Uhaul even spoke to the customer that currently had the truck and they confirmed that it would be turned in at 230 PM. So now, my husband is still on the road, driving another 100 miles to be at Uhaul at 230 PM. Upon his arrival to Uhaul, a little before 230, guess what - there is no truck. So once again, my husband is waiting on Uhaul, and he still has a two hour drive BACK HOME, once we GET a truck, and two storage units and a house to load up and then UNLOAD.

FINALLY, at 4 PM, he has a truck.

To recount the problems:

We made a reservation three weeks ago to pick up a 26' truck at 8 AM on 5/31/13. On 5/30, the reservation was confirmed via phone and text. At 8 AM on 5/31, there is no truck. We are offered a 20' truck to be picked up at 1230. At 1230, we arrive to pick up the truck, only to be told it is out of service. So then we are offered a 26' truck at 500 PM. At 500 PM we arrive, only to have to stand in line for 2 1/2 hours to be told there is no truck. We are then assured we would have a truck by 830 PM. At 830 PM the truck we were assured, was not there, so we were then offered a truck that was damaged with holes in it and it had started to rain, only to find out the damaged truck had been available all day, when it wasn't raining, and were never offered it when we would have taken that to save all this trouble. The following day, we were told there would be a truck ready at 230 PM and when we went to pick it up at 230 PM, it wasn't there, it didn't arrive until 4 PM.

To recount the inconveniences:

We drove 100 miles to pick up a truck that wasn't there. We had to waste about 15 hours, waste gas and waste money. We had a five month old daughter that was stuck in a car seat for 15 hours and that ran out of formula, when I had enough formula to last her twelve hours for a six hour trip. We had to spend money to find things to do in said 15 hour period, we had to spend money on formula. We now have to pay someone more money than was budgeted because we couldn't move when we should have been able to. We are now facing paying rent for another month on TWO storage units and paying rent on our current house because we won't be out in time, because we had no truck. There is the inconvenience of the miles we have done, going back and forth and trying to find other places that had a truck and the hours we spent on the phone with the location and with Uhaul customer service. And the main thing - there is the inconvenience of us NOT being able to move out of our current house and in to our new house.Desired Settlement: We are requesting a refund of any and all money that we will have spent on the actual rental of the truck and the cost of the dolly and the pads. We are also requesting a full refund of the cost of the mileage for the rental. We are also requesting compensation for the inconveniences we have suffered while trying to get this resolved and get moved, such as the fact that our five month old daughter was stuck in a car seat for 16 hours and ran out of formula and had to buy more formula; Compensation for the gas money on our personal car going back and forth and the gas for the Uhaul truck; Compensation for what we will have to pay extra to the person helping us move; and compensation for the fact that we will have to pay another month worth of rent on the two storage units and the rent for our current house, plus the extra days we will have to pay for electricity and water in the house that we are not able to move out of yet.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of [redacted] followed up on the information Mrs[redacted]provided. She informed our office she sent Mr. and Mrs[redacted]a letter offering her apology for the inconvenience they experienced. She addressed their concerns and explained, in addition to a refund for the $50.00 Reservation Guarantee Fee issued on May 31st, she issued a supplemental refund for $100 as an adjustment on their rental. Both credits should post on their next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Confirmation / contract # [redacted]On Mon., June 3, I went in person to reserve a truck from [redacted]'s Equipment Rental ([redacted]) the closest UHaul provider to us. I was debating between a 20' and 26' truck, knowing we needed large enough for 3 bedroom, but not necessarily 4. The woman assured me they had a 20' being dropped off that Thursday (June 6), and even went as far to say that if for some reason they were unable to get a 20' to us, they would upgrade and drop off a 26' at no extra charge to us. She said they would know by Thursday for certain what they were getting. She also told us there was a *possibility* they would deliver the truck to another location, which was "about 3 miles down the road from Gate 2" - i.e., follow E [redacted] to the end, hang a right at [redacted] Hwy, and it's down the road about 3 miles. She was to inform us by Thursday if that was the case. We made our reservation for an 8 a.m. pickup.I had not heard anything by from [redacted]'s Equipment by Thursday, so I assumed we were good. On Fri., June 7, at 2:22p.m., I received a text stating our UHaul would be ready for pickup at *9a.m.* (not 8a.m. as confirmed with [redacted]'s), and the location would be [redacted] Highway - opposite direction - and several miles farther - from the possible secondary pickup location I was forewarned about.I called the number listed on text message to inquire (and complain some) about the situation. They told me it was the closest location they could get us our truck, and that they were reimbursing us by only charging 0.79/mile instead of the usual 0.99/mile (definitely not happy with that, as we were being forced to drive several miles farther.There is not enough room in this "complaint description" to fit entire complaint! There is more to this than space allows ....

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At a minimum, an apology and refund for the inconvenience, extra time and mileage required as a result of us receiving downgrade and being forced to drive farther!

Business

Response:

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

Mr. [redacted], our President for the U-Haul Company of Southern GA, followed up on the information Mrs. [redacted] provided. He informed our office he has left messages for Mr. or Mrs. [redacted] but has not heard back. A credit for the $50.00 Reservation Guarantee Fee was issued back to their Master Card account on June 18th. Mr. [redacted] also issued a supplemental refund for $60.00 as an adjustment back 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