J.R.J. Tara Corporation

Review: I made a reservation on their website and I also wanted movers. There was an error on the movers part and I had to redo the transaction making two charges. The one from Uhaul was supposed to be released but has never been refunded back to my card. The charges was made on 8/15/2013 and 8/16/2013. [redacted] ending in [redacted]. for the amount of 235.95.Desired Settlement: I wish for the refund to get put back on my card.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she provided Ms. [redacted] with the authorization number to give [redacted]. in order to have the pending charge of $235.95 released.

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: On August 1, 2014, I rented a 6'x12' Van Trailer to transport house goods to [redacted] from [redacted].. I was given four days to complete and return the trailer in [redacted], [redacted].. I took two days to box and load and on the third day I departed [redacted].. I reach [redacted] on the evening of the third day and stayed that night.. On the fourth day of the rental, my truck suffered a break down and was unable to complete the task of towing.. I returned the rented U-Haul trailer to the nearest representative site located at " All N One " [redacted] because it was the fourth day given and because I was no longer able to transport my house goods to the destination intended, I rented a storage unit and deposited my house goods in [redacted].. I contacted U-Haul 800 line and notified them as to my action and requested an adjustment on the fees that I prepaid in [redacted].. After much confusion and argument, an offer from U-Haul of $175.00 was verbally given but I had discovered that they had canceled that offer and had not notified me in doing so.. I agreed to no policies, only to the charges of $804.42 and $20.00 a day extra if the use of the trailer exceeded four days..Desired Settlement: I was promised a cash amount refunded back to my debit card.. I am not satisfied as to the amount offered, I am willing to pay for the amount of time and rental fee upon adjustment to [redacted], [redacted] but no further.. I believe U-Haul is committing Highway robbery by charging me and using my $804.42 with any consideration that the trailer rented never left the state it was rented in.. I would like debit returned to my card account of at least half the amount charged.. Thank You, [redacted]

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Traffic Control Manager in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] informed [redacted] she would credit $172.00 to his [redacted]. This amount reflects the difference in rates between [redacted].

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

Review: I ordered two of the uhaul uboxes for a move across the country from [redacted] One of my uboxes was delivered on time and to the correct location and the other was lost somewhere in transit. The missing box has sense been located but the customer service in the mean time has been very poor. I feel like as a customer I have been very much left out of the loop on where my things are and I have received little to no answers on finding my lost box. The first time I called home office to report that my ubox was delivered to the incorrect location the lady on the phone told me that according to her records it was there. And sense then I have had to contact home office and my local uhaul many times to get my box delivered to me. I have not once in a week received a call from anyone about this matter unless I have called them first. I don't know how you can run a business without keeping the customer informed and ease their minds about possibly loosing thousands of dollars of stuff. It has sense also been a nightmare trying to get a refund of my money as in no one really knows who is responsible for the money and who is authorized to do so.Desired Settlement: I would like uhaul to give me a refund and also work on their ubox services. With each box equipped with a bar code there should be no reason why the boxes can't be checked in and the location of the boxes checked by the customer.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. She informed our office that a refund for the 4 day delay in the amount of $400 has been issued to Ms. [redacted] credit card ending in [redacted] by our U-Box Department. 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: On May 5th, I made a reservation at the South Burlington Rent-A-Wreck U-Haul for a 10' truck for 24 hours for May 31st to June 1st for my move. The reservation was made and I was told someone would call me on Friday, May 30th to tell me where to pick up the U-Haul and at what time. Today, May 27th, I received a call from U-Haul Burlington saying that the U-Haul has been cancelled for May 31st to June 1st and rescheduled for June 2nd, that there was nothing available on the 31st. I called to make this reservation well in [redacted]ce, yet U-Haul of Burlington told me they were booked since the end of March. This is not true because it was letting me rent the truck online and even allowed my reservation to be booked the day I called on May 5th for Sat May 31st to Sun June 1st. The woman who called me could only respond by saying, "I don't know." I asked for the GM and he said the same thing. I do not understand how the reservation was able to be booked if they were supposedly booked since March. I planned my entire move based on the U-Haul. They need to provide me with a 10' U-Haul in the South Burlington/Burlington area for Saturday May 31st to Sunday June 1st. Their customer service staff, GM, and his boss [redacted] are useless and need to learn how to do their jobs right.Desired Settlement: They need to provide me with a 10' U-Haul in the South Burlington/Burlington area for Saturday May 31st to Sunday June 1st. Their customer service staff, GM, and his boss [redacted] need to apologize, get re-trained and offer me a discount on the U-Haul.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Western Massachusetts and Vermont regional office, followed up on the information Ms. [redacted]i provided. He informed our office he made a new reservation for Ms. [redacted]i and issued her a refund for the $50 Reservation Guarantee Fee. The refund was issued back to her [redacted] account on May 28th and 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: Recently I reserved a trailer from Uhaul. I did this in advance giving the company more than enough time to make proper arrangements. I also gave them my personal and credit card information and I am currently renting a storage locker that will soon be due.

I have spent the last 3 weeks preparing, planning and arranging for a very critical move across country from [redacted]. At the last minute and a day before we are suppose to pick up our trailer I receive an email from Uhaul telling me that there were no trailers available and that they moved my pickup date. I called to complain and no one could help me. A very rude young lady with a [redacted] accent told me there was nothing she could do and they would offer me $50 discount.

Now I am totally insulted and frustrated. This is costing me time and money and is jeopardizing my job and new contract in [redacted]. It is absolutely unacceptable. We have made arrangements for movers, notified family and help on both ends of the move. We have also made arrangements for the trip along the way so we have somewhere to sleep and shower. Not to mention the tension this is causing us with our current landlord and possible new tenants. It also has caused issues with the electric (AC) and utilities since we have to stay for another day. We have spent the entire day trying to re arrange everything and make this work. They also tell me that they are not sure if there will be a trailer Tuesday. Why did I reserve a trailer and give them credit card information?

This may be a simple rental to you Uhaul but it is our lives. You also need to hire more competent help and invest in some employee training. It is not my fault that you can't properly arrange or organize your stock and schedules. I would say that it is not my problem but apparently now it is.

We have a Formal Complaint filed with Uhaul and have email the general manager at the location as well as the Public Relations department and have started posting on social media review sites - Our file is under Reference ID: [redacted]... not too sure what good that is going to do.Desired Settlement: I am almost to the point where we feel that we should be getting paid for this and that we should file against Uhaul. We could easy file in [redacted] against the corporate office since we will be living right next door. This can be done as a civil suite and we could be awarded damages of up to $2500 + as well as make a big PR deal out of it. The only thing that is going to shut me up at this point is a HUGE discount on the rental to make up for the time. I need to see at least a 50% discount and that we are guaranteed a trailer on Tuesday morning.

If not we will file with the FTC and I will put a full social media campaign into action including video. I can guarantee thousands of views, retweets, hits, likes, views and shares. It is part of what I do for a living.

Business

Response:

July 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] Senior Staff for the U-Haul Company of [redacted], followed up on the information Mr[redacted]provided. She informed our office she had been in contact with Mr[redacted]and offered her apology for the inconvenience he experienced. She relayed that a 6X12 trailer was provided for his move on July 2nd at our U-Haul Moving and Storage of [redacted] location. The trailer was dispatched just before 1:00 pm.

As we value Mr[redacted]as a customer, Ms. [redacted] sent him a $150 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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 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 rented a U haul on July 15th 2014, I was told what fuel was in it was where it needed to be when I dropped the u haul of at my next location. My husband went to [redacted] on [redacted]. He used a [redacted] and Filled the truck up. 55.00 dollars was the total to fill the truck up. The truck was on a 1/4 tank of gas. I dropped my truck off in [redacted] on the 17th of July. The truck had almost a full tank of gas and I asked did the refund money for extra gas? No they didn't. SO a few days later I was short 18.00 dollars in my checkings account. I was trying to figure out why with me knowing how much money I should of had in there. I called U haul in [redacted] to ask was there a charge to my account other than what I paid for she says yes the 18.00 dollars was for gas I asked why she said it wasn't on a full tank when I dropped it off. So I go into the location and talk with a manager and she told me I needed to call [redacted] location. I called the [redacted] location and asked the lady if it was on a 1/4 tank of gas when I picked it up and it had more than 1/4 of gas when I dropped it off why was I charged 18.00 dollars? She told me I was not telling the truth and then she hung up on me. Well that made me mad, I call back and told her please don't hang up on my I'm just trying to figure out why you took my money. We talk a few minutes and then she called me a [redacted] so needless to say I had a few choice words for her. All I want is my 18.00 dollars put back in my checkings account. I am trying to get in touch with someone from the gas station to get me a receipt to show I did pay 55.00 dollars to fill the truck up I stil have my [redacted] that I used also. I have rented a u haul before and I know what you pick the truck up on the gas in it is what you return it on. That truck was on 1/4 tank of gas

Product_Or_Service: U HaulDesired Settlement: DesiredSettlementID: Refund

55.00 dollars and the 18.00 dollars. Is what I would like refunded I am no liar. I would also like the whole refund of the U Haul that I paid 233.20 dollars for the U haul. I will never nor will my family ever rent a U haul for there again!!

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he spoke with [redacted] and addressed her concerns. [redacted] issued her a refund for the $18 fuel fee along with an additional $50 as an adjustment on her rental. The refund was issued back to [redacted]’s [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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: My husband and I were moving from our small 900 square foot, two bedroom apartment to another 2 bed apartment 0.7 miles from our home on a Sunday, 12/1/2013. We rented a 17ft U-Haul for $29.99 plus $0.90 a mile. U-Haul was 4 miles from our old home and only 3.5 miles from a new apartment in the same town of Santee. We drove a total of 8.3 miles that day. We only made one trip from our old apartment to the new apartment and then took the truck straight back to U-Haul. They were closed, they had instructed us to put the keys and our contract in a drop box and that as long as the keys were there before they opened we would only be charge a day. We paid cash and left $100 deposit. When I came back on Monday, they stated that we drove 59.6 miles and gave me our deposit, $15 and some change. This is impossible. We would have had to drive back and forth 50+ times from our apartments to drive that much. We would have had to put gas in the truck, which we didn't have to do, and didn't get charged for. When I asked for a supervisor, the clerk called one and all they said was that people don't realize how much the drive. They took advantage of us during a time when we didn't have the money and Christmas is around the corner!Desired Settlement: $60.00

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our San Diego regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and they were able to reach an amicable agreement. A refund for $47.00 was issued back to Mr. and Mrs. [redacted]’s credit card. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Uhaul truck on Friday November 29th for 2 days. I called the company on Saturday November 30th stating that I have an emergency (the leasing office was closed and unable to give me the keys to the new place) and I was unable to return the truck that day however I would return the truck Monday December 2nd. On Monday December 2nd I returned the truck and the employee gave me my receipt stating I will ONLY see two charges to my card ($94 and $133) $40 per day for the truck .99 Cents per mile and $14 for the insurance. The employee stated no additional charges would be placed on my card. Today, December 5th I see an additional charge of $100.00 to my card that was not authorized. I called the company and they stated they will not refund my money and did not give me a straight answer as to what the $100.00 was for. The employee mislead me to believe no other charges would be on my card and that the $14 insurance was only a one time fee. I told them I would contact the Revdex.com and AG and they gave me attitude and did not care about my experience with their company. I am shocked at the customer service I received and would like this location to be investigated.Desired Settlement: I would like a full refund of the $100.00 unauthorized charge to my card and an investigation on their Uhaul location.

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her all charges on the rental are correct.

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

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

Business

Response:

December 18, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

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

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

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

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Regards,

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

Business

Response:

December 24, 2012

Thank you for your continued concern

for our customer Mr. [redacted].

I did confirm both credits for the full

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

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

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

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

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

of his statement.

We continue to be committed to

providing our customers with the highest standards of service in the

do-it-yourself moving industry. Thank you for bringing this matter

to our attention and allowing us to offer another response.

Sincerely,

Executive

Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a UHAUL and it was to be back on a Sunday morning-when I arrived to return the truck the store was not open. I was not able to locate a key drop box so I called Customer Service and she advised to lock the keys in the truck so that nothing would happen to it. I received a call from a [redacted] from the store telling me that I had to get a lock smith to come and open the truck because they could not get the keys out. He was so rude and he had my daughters ID from the truck and refused to give it back to me.I filed a complaint and he said in the notes that I said I would wait the two days for them to get the keys out (Extra 40.00) and that I would pay that! I never told him I would pay for the extra days since they could not get the keys out. This is not true. I was told by customer service to lock them in the truck so I do not feel I should have to pay for this extra 40.00 dollars. They say I have a past due balace of 122.21 and if you take off the 40.00 then I owe 82.21 and for what? They tried to run my debit card for 500.00 dollars and I only found this out because my bank showed me on the transaction history and had me close the account. They tried for a week every other day to run it for 500.00 and that is down right crazy. I am so disappointed with [redacted] at that location and the lies that he told saying that he spoke to me and that I said I was willing to pay the extra 40.00 and that is not true. I rent from your company all the time as of course I have a move coming up and need to rent again and I am told I owe 122.21-this should actually be 82.21 and I want it corrected.Desired Settlement: I want the extra 40.00 for the two days of rental removed. Customer Service told me to lock the keys in the truck and it is not my fault that they location did not have a spare key to get the other keys out. I am willing to pay the 82.21 if they can prove the charges but I want to the two days of rental for 40.00 removed. I also want someone to talk to [redacted] and let him know what REAL CUSTOMER SERVICE is. He is a very rude person and I will never do business with him again.

Business

Response:

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

[redacted], our President for our Metro Phoenix and the East Valley regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and her concerns discussed. A refund for the two extra days was refunded and she was advised her daughter could pick up her ID any time.

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 5/2/2014 I contracted with UHAUL a 20 ft truck to move my sister from Mt Sterling, Oh, to Lucasville, Oh. I was given a address Upon arrival @ this location I was told they had no info,,so this U-Haul sent me to [redacted] where this U-haul stated "we have no 20 ft truck" only 14 ft. The REP stated rent all out because of College students moving?? I advised them as to a 2O FT. which was confirmed in Tennessee? So I had to take this 14 ft. truck to move and this crated a hardship to do the distance of this move... I was quoted this truck was $19.95 per day. So I spent the whole day moving,,my expense was more for to two moves instead of one move that I anticapted with a 20 ft truck AND to get done faster this vehicle had to be back by UHAUL closing @ 5:30 pm or I would be charged another day!!! So upon return I was told by the Uhaul representive that he" missed quoted the daily rate it would be $29.95 per day!! I advised him this was NOT what I was quoted that morning?? The representive just stated "he was sorry about the quote, and that he had a lot of [redacted] State College students in need of trucks to move ..this is NOT exceptable, and as I stated before I had to hurry with another move which I had not planned NOR the extra expense of gasoline?This is a poor way of doing business ..Please investigate this matter, I just wonder how many times this has happen to others in the past??Desired Settlement: Paid back for the daily rate I was quoted and my extra expenses for a second trip/load which was about 140 mile round trip with this snaller truck.

Business

Response:

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], First allow me to apologize for your recent experience with U-Haul. I have reviewed your file and do show your original reservation was for a 20' truck at [redacted] Auto Sales. Because we had to move you elsewhere I have given you our $50 guarantee. This is a refund that will show up on the card used to pay for the rental. I will also honor the rate that was quoted to you locally of $19.95 along with half the miles you travelled @ 99cents because you received a smaller truck. The total refund with tax is $87.17. Please allow 3-5 business days for these 2 refunds to reflect on your statement. Thank you.

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 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: 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 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: I moved across the country from [redacted] to [redacted], for a job, completely on my own, after losing my fiancé and having to put down my oldest service animal. Your company made my extremely difficult move away from my family and all my known comforts, not only worse, but a complete nightmare. Due to my autoimmune conditions, the level of stress that Uhaul company as a whole caused in my life is still impacting my health currently. When I made arrangements with the Uhaul in [redacted] I thought the staff was friendly and helpful, until the day my boxes were supposed to be scheduled to be delivered to my home and they were not until a few days later because Uhaul did not schedule movers as promised. Once my boxes were loaded up and collected I felt a little better and had little worry or doubt in my mind that they would arrive as scheduled in [redacted]. The guarantee on both the contract and the website was "guaranteed in 10 business days". There is absolutely zero explanation included in the 10 day guarantee of what uhaul promises if they are not delivered in 10 days. In the days leading up to my u boxes being delivered I was trying to track it online. The online system said my boxes would be available on 6/11 at the [redacted] location. Please keep in mind the boxes were originally picked up on May 30th in [redacted]. I scheduled movers and they met me at the [redacted] location at [redacted] and [redacted]. They woman there, [redacted] I believe, was unbelievably rude and dismissive. I had called Uhaul's corporate headquarters the day before and a woman named [redacted] and her boss [redacted] assured me that the boxes would be at the [redacted] location as scheduled on 6/11. Not only were my boxes not there, but [redacted] just kept shrugging her shoulders at me and telling me she didn't know where they were, but they were not there and there was nothing she could do. The moving company was sitting in the same parking lot waiting for me. After me asking her to contact someone to find out where they were 3 times [redacted] finally called her manager and had a half conversation on the phone with him and kept asking him "what do you want me to tell her, I don't know where they are?" She then hung up and said that they didn't know where they were and had no way of finding out. I asked if she could call corporate (it was 4:00 p.m.) and she said corporate was closed already. I then proceeded to pay the movers $160 (for absolutely nothing) and call corporate myself, who were indeed not closed. That is the first of over a dozen lies by a Uhaul employee to my face. Over the course of the next 5 days my friend [redacted] and myself were on the phone with [redacted], who was the only honest and helpful person in the whole ordeal, a woman named Mary a manager at corporate named [redacted], who also lied about the location of my boxes, hung up on me and never returned my phone call. I was told my boxes never left [redacted] initially, that was a lie. The [redacted] location confirmed that they were shipped on time. I was told for two days in a row that the boxes would be here that afternoon. I scheduled movers again and paid them again for absolutely no reason. I was told on 6/13 the boxes would be there first thing in the morning, then it was noon, then it was 3, then it was 5. The same thing happened the following day. The exact same thing happened on Monday 6/14. [redacted], at this point, had promised to locate the boxes and deliver them himself. I would like you to keep in mind that during this entire 4-5 hours a day, including calling and letting the phone ring for 45 minutes with absolutely no answer on U Hauls' main line one time, of back and forth I was in the middle of starting my new position at the largest publication in Arizona. I had to keep taking time off from my job to go and pick up my boxes , including 3 false alarms, and for these extremely lengthy phone conversations in which I was transferred continuously between people pointing the finger at each other. I had to go and buy a printer since it was required by my job, as well as 4 days worth of outfits for work, including one very specific all black attire that was required by work for one function. Additionally, my second seizure alert dog's cage, training tools, my bed and all of her and mine known comforts were in these boxes. I am a type 1 diabetic for the last 28 years, if my dog is under duress and cannot perform her trained medical duties properly that is a health risk for myself. Uhaul did not seem to care one bit about any of this, until [redacted] got involved. [redacted] was the only person out of the dozen or so people I was ping ponged around to that actually tried to help me locate my boxes. I had lost my fiance and first service dog in a matter of 3 months of each other and had to move across the country completely alone to be able to work and as if that wasn't enough stress, Uhaul treated me like crap and lied to me at least a dozen times. Once I received my belongings on 6/17 I was somewhat relieved, but still felt extremely taken advantage of. To this date I have not received a full refund or a call back to check with me on how my belongings were or how I was or how my experience was. There were multiple complaint references filed, for which I have all the numbers. I also have all of the receipts for the services and items I had to pay for while I was being lied to about the whereabouts of my Uboxes. When I received my belongings I noticed that my $750 white dresser had large scuff marks across the entire front of it and the screen on my tv was streaked with something I am unable to get off of it. Maybe the most sad part is that I now am able to transfer back home to [redacted] and I wish I could rely on Uhaul, but unless you are providing me with a truck to drive myself or covering the cost of shipping my belongings back with an absolute guarantee, I will not be choosing or recommending Uhaul ever again. Being lied to by so many employees, including corporate managers is disgusting and unacceptable. I have never had worse customer service, aside from [redacted] and [redacted], in my entire life.Desired Settlement: A full refund for all services, including items bought that were required by work or use of a truck or u boxes with 100% guarantee and covered completely by Uhaul for my return home.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

September 13, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

November 30, 2012