J.R.J. Tara Corporation

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: 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: I reserved a 26 foot rental truck for pickup in [redacted] on 6/30/2013 at 9am and received confirmation of said reservation. The reservation / master order number was [redacted] On Saturday, 6/29/2013 at 6pm I received a voicemail asking me to call about my reservation. I call back and the rep tells me they don't have a truck for me to rent on Sunday. They can get me a 17 foot truck to be picked up in [redacted]. I explained to the rep that my move is the next day and that it's 6pm much too late to change my plans. All of the preparations have been made. Movers have been hired. A 17 foot truck won't work. That's why I ordered the 26 foot truck. Furthermore, [redacted] is farther away from me and would have drastically increased the mileage charge for my day's usage. I understand that things happen, but in this type of industry, the reservation IS the most critical part. I've done some research and found that UHaul is notorious for pulling these types of shenanigans to its customers. I am now left in a bind. No truck to rent. No way to move and my move out date IS 6/30/2013. In other words I have to be out by the end of the day on 6/30/2013.Desired Settlement: I'm not sure what the remedy is for this. Ideally, they would honor their reservation or rent a truck from whoever and make sure I had access to a 26 foot truck on the day of the scheduled move. Obviously, that is not going to happen. My move is ruined and now I will be on the hook for paying movers (twice), trying to rent a truck which will undoubtedly cost more and potential eviction. Perhaps they should pay for everything. Movers, truck and any thing that arises from me missing my move out date.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]e provided. He informed our office he left a message as well as sent an email to Mr. [redacted]e offering his apology for the issue he experienced with his reservation and requested a return call in order to personally address his concerns. Mr. [redacted] can be reached at ###-###-####. He hopes to hear from Mr. [redacted] 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 reserved at 10 ft. truck a week in advance for Friday, *uly 12th for a one-way move to [redacted] (120 miles) and guaranteed it with my credit card (contract #20823512). A U-Haul representative contacted me the day before and confirmed pickup at the [redacted] location. I called the [redacted] location twice on Friday to let them know approximately what time I would arrive to pick up the truck and again confirmed my non-refundable reservation.

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

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

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

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

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

Business

Response:

July 19, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I scheduled to pick up a moving truck at the [redacted] location 3 weeks in advance of pickup. When I went to the location to confirm the reservation, I was told that my pickup location has been moved to [redacted]. I was given the number for Jeremiah Collier, the general manager, and left a message on his cell phone. I then proceeded to call the national number to speak with customer service. I was by customer service that my reservation had not even been scheduled yet. Customer service claims that one-way moves are not scheduled until the day before the reservation start date. Moving requires many elements to come together in a precise spatio-temporal fashion. It is outrageous that confirmation can not be given in advance, while at the same time Uhaul.com advertises for moving help. In order to arrange moving help, it is paramount that the moving truck be available. As a consumer, I cannot wait for the last minute for confirmation. Furthermore, I am disturbed by conflicting information from the local branch and national office. This is no way to run a business.Desired Settlement: I want to pick up the truck at the desired location, and I want advanced confirmation so other elements of the move can be properly arranged.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted] our President for the U-Haul Company fo [redacted], followed up on the information [redacted]provided. He informed our office he has left 2 messages for [redacted]and is waiting for a return call. He explained he has a truck in [redacted] for [redacted] Because our one-way fleet is always moving, it can be difficult to schedule more than a day ahead of time. However, [redacted]elayed that if we know our customer has to coordinate plans, we can give them certainty. We realize some families have to plan and coordinate specific times. [redacted] hopes to hear back from [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: Our family moved from Virginia to Florida, when we crossed into South Carolina the front right tire exploded causing the truck to swerve off the interstate and into the ditch. The Accident caused significant damage to the front end of the U-Haul truck and to our vehicle we were towing on a dolly behind the truck. Our vehicle has been sitting at the Nissan dealership waiting for repairs since we returned to Florida. We did purchase insurance from U-haul, Rep West, and they have been dragging their feet and making excuses as to why it has taken so long. We need our vehicle back in service and we can longer wait fro Rep West to complete their investigation, regarding our car. We will wait for Rep West to complete the claim for our furniture but we need the car back now.Desired Settlement: We would like U-haul to pay for the repairs our our Nissan at John Lee Nissan in Panama City FL. The cost of repairs from the accident are $650.00 We would also like U-haul to pay the car rental fee of $48.50 per day from the day we returned from Virginia until the vehicle is repaired. We will wait for Rep West's payment on the furniture.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company in regards to Mrs. [redacted]’s claim for damages. We were advised that Mrs. [redacted] rented a 26-foot truck and a Tow-Dolly to move from VA to FL. On the way a tire on the truck blew causing some damage to their cargo. Safemove Protection was purchased on the truck, therefore, that portion of their claim is currently being negotiated with Mrs. [redacted]. She also has filed a claim that the blowout caused damage to her vehicle, which was being towed on the Tow-Dolly. Mrs. [redacted] had her vehicle inspected by a certified mechanic who is unable to confirm that the damage was caused by this incident. There is no indication that the damage is related to the tire blowout. Additionally, Mrs. [redacted] declined Safetow Protection and her claim regarding her vehicle has been denied.

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.

Ultimately U-Haul rented us faulty equipment that caused damaged our belongings. If U-Haul truly values their customers they will do what is right and make good on our request.

Regards,

Business

Response:

August 8, 2013

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

[redacted] the President in our Portsmouth, VA Regional Office reviewed Ms. [redacted]'s concerns. Mr. [redacted] informed us the decision remains the same. U-haul is not responsible for the damage to Ms. [redacted]'s vehicle.

The cargo damage is being handled by Repwest, our insurance carrier.

Thank you again 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,

We will be seeking legal counsel to help us resolve U hauls responsibility in this matter.

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: Let's see.. today is 9/18 and I'm in san francisco. I arrived about a week ago... and guess what IS NOT here? My U-box. It hasn't even left new orleans although all my paperwork was completed on 9/3, and the payment of over $1300 was drafted on 9/10. After going back and forth and making at least 5 calls to uhaul on Tulane avenue in new orleans, I was told my stuff has NOT been shipped and won't be until Friday 9/20. I have already taken possession of my apartment and basically thrown out $1000 in rent (that's the pro-rated amount for 9/13-9/30). NOT ONCE did uhaul call me to let me know there were issues or that my u-box had not been shipped. I had to call 3 times today alone just to find out my box is still standing in the parking lot where I left it. I tried to call customer service after speaking to Marty the manager about a refund as the EARLIEST my stuff will be here is now 10/01. They told me I had to deal with the manager at the location. He of course has not returned my calls or emails. Finally someone called saying my stuff MAY be shipped today after all. I'm livid with the situation I have been put in. I had to purchase all new work outfits for over $200 (at h&m which is affordable!) so that I could be in business appropriate attire at my new job (great impression I made showing up in black jeans and a frilly blouse. NOT!)Desired Settlement: I would like a refund for either my pro-rated amount for the apartment I am unable to live in OR the cost of the shipment.

Business

Response:

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

[redacted], our U-Box Customer Care Representative in New Orleans, followed up on the information Ms. [redacted] provided and left her a message requesting a call back in order to personally discuss her concerns and reach a resolution. She hopes to hear back soon if not already.

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: ok, We scheduled to have 2 U-Box's picked up on the 18th of September 2013 at the uhaul location in north royalton, ohio where the young lady working explained that we would pay in full when we arrived at our location in key west, Florida. I tried to pay in full to take care of it so I would not have to worry about it later on. there is security footage of me trying to hand the young lady the money. So we packed up one U-Box and dropped it off at the location on Stumph rd, parma heights, Ohio where we were told to drop them off at. We picked up our second U-Box and before leaving ask if there was anything else needed where the employee replied "No". We took the second U-Box home to realize the lock was missing. We called and they came out and installed the lock on the box and left. We loaded our second U-Box and dropped it off on the 24th of September 2013, again we asked if they needed anything else from us before we left which they replied with "No". Our U-Box's we're supposed to be shipped immediately so they would arrive on October 1st 2013. We drove straight from Cleveland, OH to Key West, FL exspecting our U-Box's to be there by the 1st of October as scheduled. On the 1st of October we received a call asking us if we wanted our U-Box's shipped or not. We were dumbfounded. After we arrived in key west florida we were informed that we were supposed to pay in ohio before they were shipped after trying to pay and being told to pay in key west florida from another employee of the company. It cost me $147.00 to wire a relative in ohio the money to pay the company. My Husbands tools for work are in one of the boxes. He was supposed to start his new job in key west florida on October 2nd. He cannot start his job without his tools. He is about to lose his job because of this. He has missed over a week of work for a job he hasn't even started yet which he is about to lose. We have 2 kids to take care of and are almost out of money because he cannot work. I have been on the phone with their corperate offices all week and have gotten no where. everyone seems to be giving us the run around. It's now the 7th of October and still have not received our U-Box's. My husband still hasn't been able to start working because of this.Desired Settlement: I Would like an apology first off, a refund, and payment for lost wages and the cost of wiring the money. I do have receipts.

Business

Response:

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

[redacted], or Executive Assistant for our Cleveland regional office, followed up on the information Ms. [redacted] provided. He provided us with Ms. [redacted]’s on-line reservation, which clearly states what she will be charged on the day she picks up the U-Box, as well as what she will be charged on the day her one-way shipment to Key West, FL warehouse is scheduled. The reservation states it may take up to 9 days not including weekends or holidays from the time of scheduling to arrive at the destination warehouse. Also that her final drop off will be scheduled with the destination warehouse. Mr. Waibel did interviews with all parties involved and all state at not time did they inform Ms. [redacted] that payment is done at destination. Collecting payment at time of service is the norm. She was informed a refund would not be issued.

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:

The Lady I talked to on the telephone told me not to pay until I was picking them up from the destination, there should be recorded phone call for " quality assurance & training purposes". The Lady at the North Royalton location also said not to pay until we pick them up from destination. My Husband is on camera there trying to pay in full and being rejected. Payment is not the problem, we had the money then & have since paid in full. It cost $147.00 to wire the money to ohio after U-Haul employees misinformation. After being paid in full a woman by the name of "[redacted]" told us our box's would arrive on the 9th. It's now the 10th, no box's, & now we're being told a different story date of the 16th. These box's were supposed to be here by the 1st. That's 16 days my husband has missed work because his tools are being held by U-Haul. My Husband is about to lose his job which is the reason we moved here. Your store front employees have started this nightmare with their misinformation. I realize what your "policy" is and I also realize your employees told us something completely different from your "policy". We are now out of money due to lost wages from this situation started from your employee's. I have 2 children to support. If you have kids i'm sure you could understand the frustration and distress from a situation like this. If my husband loses his job from this we will lose our income which will result in bills not being paid, rent not being paid which leads to eviction, children and adults not being able to eat, and much more lost from cost due to moving for this job. U-Haul will be held responsible for this. We have already filled out the paperwork required to file in court and our preparing for a case. U-Haul has failed to make the delivery date, and continues to fail at following through with services promised.

Business

Response:

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

[redacted], our Executive Assistant for our Cleveland regional office, reviewed the information Ms. [redacted] provided. He advised our office the boxes were delivered yesterday and adjustments are in the works of being made. He explained Ms. [redacted] and our President, Mr. [redacted], have been missing each others phone calls to discuss her concerns. Movers were paid by U-Haul and a $250 refund has been issued, however, the final resolution is pending at this point.

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 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: 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: been charged to much for a uhaul that was rented only moved 20 miles away from where I did live and made 2 trip stop on the way and gased up the uhaul twice on the way back to drop off the uhaul. only had the uhaul for a total of 12 hours been charge a late fee for what I have no idea.Desired Settlement: just 2 put the money that I dont owe back in my account because I file a claim with my bank which I dont want to do unless I have to

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email and left a message requesting a return call in order to personally address her concerns but has not heard back. She hopes to receive a return email or call 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,[redacted]Executive AssistantU-Haul International

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

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Please be advised that we have never had a policy that denied renting a U-Haul trailer that would be towed behind all Ford vehicles. Our policy is geared only toward the Ford Explorer, however, we have since updated our policy and will in fact rent a trailer that will be towed behind a 2011 Explorer or newer. When reserving on line, if the customer’s vehicle is not an acceptable towing vehicle, an advisement will be posted to advise our customer of that information. I apologize for any inconvenience Ms. [redacted] experienced and hope she will allow U-Haul to serve her in the future.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Thursday June 20, 2013, I contracted with Uhaul to have five Uboxes delivered to my property. After Uhaul cancelled on me the night before delivery and spending hours on the phone with customer service representatives the boxes arrived late Saturday evening. The Uboxes arrived with no coverings like described in the pictures online. They were just plywood boxes. The boxes were packed and returned within a few days. I contacted Uhaul during this time to inform there were no tarps on the boxes but there was no response. The boxes were sent to Auburn facility to be stored indoors. On 9/25/2013 I contracted Uhaul to ship five Uboxes that were delivered to my house in June and stored in Auburn until shipment. The shipment information was as follows, Your U-BOX goods have been shipped from [redacted] to [redacted] On October 2 I received a phone call and email that the boxes had arrived earlier than expected. I was on travel and would not be available to unload the boxes until the following weekend. I contacted the location in Alexandria to see about delivery of the boxes but no response. When I returned on Friday, I called Saturday morning and the person was very upset, even though I shared I would return to Virginia and would start unloading. I arrived at the time they requested not my preference to find the five boxes completely soaked. There was no cover, during the prior week Virginia had received large amounts of rainfall. The box locks which were provided by me and brand new were damaged and an employee had to open the boxes with tools after I unlocked them. The doors would not close or open properly on the containers. They were shrink wrapped and soaked with water that was collecting in the plastic shrink wrap. Each box was opened and water poured out of the containers. Inside water collected inside and boxes were completely soaked and destroyed that were brand new when I loaded the boxes in late June. I immediately brought the other employee over for her to see and shared that I would contact Uhaul to find out what needed to be done. I tried to mitigate the damages quickly by getting and recovering what I could. Majority of the items were destroyed and when I opened the contents some of the boxes were filled with mold. The property manager stated, "I don't know how this could happen." The shipment containers had papers that were to be signed upon release and arrival and were not. I shipped my items expecting to be able to use them and now I have no items and out the shipment costs.Desired Settlement: I want to be reimbursed for the amount I paid in shipping. I can no longer use the items as they were destroyed by water and are covered in mold. The contract was for delivery of my items as when I packed them.

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington regional office, followed up on the information Ms. [redacted] provided. She informed our office RepWest Insurance Company researched Ms. [redacted]’s claim and offered a settlement. Ms. [redacted] declined the settlement and relayed she was obtaining her own adjuster for an alternate outcome. Ms. [redacted] should keep in touch with her adjuster of RepWest Insurance Company 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

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.

As I discussed with the individual that contacted me yesterday which is not the person within this response, there are several parts to this claim. The first is the lack of apology on behalf of the company for the wrong doing, stress, lack of contract commitment, and gross negligence from the company and associated agents representing them. I contracted to have my items shipped across the country with the expectation they would be received in the manner I shipped them. This did not happen, I no longer have my personal belongings and have had to purchase all new items for myself and my three children. The second is the lack of responsibility when it comes to the fact that what I paid for in shipping was not received. I did not ship items that I would throw away and Uhaul should acknowledge this and accept fault in their wrong doing. The last portion is with the insurance company that Uhaul requires customers to sign and purchase with and I am in negotiations with that company and their lack of responsiveness. Yes, I did deny the request of reimbursement for 2/3 less than the amount of insurance that I purchased, as this company feels that I can clean black molded items for the amount they are providing. I refuse to accept it for health reasons. It has been almost five months now, I am having to pay for storage of these items since the case is not settled as well as the stress and anxiety from both companies not accepting responsibility for their wrong doings on my family belongings.

The response I received from Uhaul yesterday was that she could not do anything as it wasn't her office and that the appropriate individuals would be contacted and I should receive a call from others. I will be awaiting those calls to have this case settled.

Regards,

Review: I used U-Haul services to move my furniture from California to Tennessee and I also paid for insurance to protect my furniture. My furniture arrived super damaged!!! The legs to my couches were gone and it is sitting lopsided, my entertainment center was a huge hole, my barstool chairs have scratches on the wood, my couches are leather and are ripped up from all the sides! When I called U-Haul they said that they have no responsibility to my damaged furniture and first they said I did not have insurance when clearly I have a receipt that says I purchased insurance for my furniture if it was damaged. I also called the customer service rep and she told me yes indeed I do have insurance if anything was damaged ( that was before the damage). When I called U Haul to let them know my furniture came damaged they said they are not responsible they do not know what is going on. They said that the person who is GET THIS "POWERED BY UHAUL" is the one responsible. I called the company powered by UHAUL called Moving Help and they also claimed they are not responsible for any damages done. The only thing they do is find workers to come help move, apparently they are incompetent workers! The lady from Moving Help gave me the number of the individual who moved my furniture, I contacted him and said that he is not a business just an individual U HAUL calls for him to come and move when needed and he does not even have insurance that if my property is damaged. All in all U Haul sucks! They are huge liars with all this guarantee that they will cover me if my furniture is damaged. The insurance I purchased was phony and when it came down to reality that are not responsible for what they did to my stuff. I was having an anxiety attack the day my furniture arrived. I hope you can understand this on yourself that I am a newly wed. My furniture is brand new and I am still financing some of the furniture that is SEVERELY DAMAGED NOW! I have to pay for furniture that looks like I have had it for years!! I still have all the receipts to my furniture that was damaged, that is how brand new it is!! I would not want anyone to go through this distress that I have been put through. I am now in severe depression because my home is not as nice as it used to be and the furniture I am sitting on that I am still financing is ruined!! U Haul is a liar, all the insurance stuff they say is a bunch of lies! They told me to go to the movinghelp website and put a complaint. I did that, and the response of the complaint was simply that they are not responsible for any damages because they are unsure of who damaged the property. Are you kidding me? I still have the receipts and before and after photos of my furniture! This is a disaster and I did not see the point of U HAUL telling me to go to that site and put this complaint if that was the response I was going to get! I deserve an apology, and a huge refund for the furniture that I moved and for the damaged furniture! To top it all off, after the damage was done, the movers wanted a tip on top of it. U Haul took a bunch of hidden charges that was never explained and over all this was a disaster experience! I hope nobody has to go through this, and while asking for help they told me that if I wanted results that I need to seek legal action! can you believe that?Desired Settlement: I want a refund for the service that I paid to U-Haul as well as a full refund to my damaged furniture so that I can replace it!

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] information to our office for review.

Mr. [redacted]’s concerns involve Moving Help. He was sent an email on how to start a claim with the service provider and was provided with all the service provider’s information as well.

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,

Consumer

Response:

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

I am not satisfied with this resolution because I contacted Moving Help as I was instructed to do so by UHAUL, and they said they are not responsible I need to contact UHAUL. Moving Help said they are not a real company they are just an online site run by UHAUL. I have filed the complaint with Moving Help, I got the response back from the person who moved my furniture through Moving Help. He told me that UHAUL is responsible as I purchased insurance through them. I will be seeking legal action for their incompetent work on all of these companies involved. I find it irresponsible that such a huge company has such terrible service. I regret choosing UHAUL. I also filed a claim with the insurance company that UHAUL has provided me, good luck getting into contact with them. I am having anxiety attacks, panic attacks because my furniture is damaged. I guarantee you everyone will be paying for what I have to go through. My brand new furniture still in receipts is in ruins. Apparently nobody has any clue who is at fault, the response below said my issues are with Moving Help, once again blaming the issue on someone else. Anywhere you call they keep pointing fingers. I call UHAUL they say call Moving Help, I call Moving Help they say call UHAUL I call the guy that moved the furniture he says call UHAUL. For your information, the response I got from Moving Help customer service if you would like to know is to seek legal action against UHAUL from the representative on the phone :) THAT IS EXACTLY WHAT I WILL BE DOING!!

Regards,

Business

Response:

April 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

David Lopresti, the Director of Moving Help, advised our office that Moving Helper’s information as well as instructions on how to file a dispute via movinghelp.com was provided to Mr. [redacted]. Mr. [redacted] can reach Mr. Lopresti at ###-###-#### if he has other questions or concerns.

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:

The reason I am not satisfied with the response is because I took insurance and paid for insurance via uhaul in order to protect my furniture, and now nobody is claiming responsible. They took more money than a normal moving company AND all the furniture was damaged in the process of being moved in the UBOXES. I have attached photos regarding how my furniture arrived. Why did I pay for insurance... they just steal money! I attached a few photos for you to see how everything arrived...If you feel like this is okay for people to go through, I would like to know. The least they can do is refund the money for the move in order to compensate for this issue...

Regards,

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 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 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