J.R.J. Tara Corporation

Review: Uhaul gave me a truck that barely worked, we drove it (very scarily) from the facility to our storage unit and then to our apartment where we loaded our items but when we were ready to go the truck would not start. We called roadside assistance and were informed that it would take 90 minutes for the technician to come. When he came, he determined that the fuel gauges on the truck were broken. We would have no way of knowing how much gas is in the truck and therefore we should fill it up with gas and assume we would have enough to get where we need to go (the gauge said we had half a tank but the tank was actually empty which is why the truck didn't start). Since all of the trouble took so long and the technician did not arrive until very late in the afternoon we were unable to complete our move. When we returned the truck the following day I complained to an associate named George who said he would refund me partially, investigate our complaint and follow up with us the following day. Two days later he still hadn't called so I called customer service. Customer service said that the location never filed a complaint and they would go ahead and file one and get in touch with me within 3 days. They never called. I called them again and they told me that they resolved my complaint and emailed me (even though they admitted that my preferred method of contact was phone call). They read me their "resolution" which stated that "the truck just drives like that." Excuse me? How is this a resolution? Come to find out that the ONLY part of my complaint that was filed was the part where I said the truck was hard to drive, not the part where I said that THEIR OWN ROADSIDE ASSISTANT TECHNICIAN TOLD ME THERE IS SOMETHING WRONG WITH THE FUEL GAUGES. I reopened the complaint, told them that I would like a phone call and not an email and they assured me they would be in touch within 3 days. It has been a week and they still have not called. I am absolutely tired of calling them every time they say they will call me. I was unable to move that day and was very inconvenienced, and I shouldn't be charged (over $100) for a truck I couldn't even use. Nevermind the fact that their "customer service" is a joke for a company so reputable.Desired Settlement: I would like a full refund, as I was unable to move that day and I should not be charged. And for every time I have had to call them myself when they said they would call me!

Business

Response:

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Francisco Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that a refund for $75 was deducted from the rental contract at the time of drop off as an adjustment.

As we value Mr. and Ms. [redacted] as customers, Ms. [redacted] also sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

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.Your resolution states that you refunded me $75 at the time of drop off as an adjustment. This is a lie. I can provide to you my bank statement if you'd like, which clearly states that you charged me $132.82 for the rental and only refunded me $39.57 at the time of drop off. Also I don't believe you ever send me a gift card since I have yet to receive it, but I am demanding a FULL refund as I was unable to move. To think that I would like a gift card towards your services in the future is absurd.

Regards,

Business

Response:

November 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our San Francisco Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office she left a message for [redacted] and/or [redacted] requesting a call back to personally address their concerns. I also did verify the $75 refund that was applied to their rental contract at time of return as a Customer Service reimbursement.

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: My daughter was moving out of her apt and made an online reservation 3 weeks in advance for moving truck for 4 hrs and a storage box for 30 days. The truck was to be returned to the same location it was rented from and contents were to be unloaded and put in the storage box at the same location. Approximately 44 hrs before she was scheduled to get the truck she was notified that the box she reserved would not be available at that location, but an alternate location was available approx 50-60 miles away. After several calls to customer service and being transferred several times I was finally connected to the regional manager of this area. When I explained that the alternate location was unsatisfactory because the travel time back and forth in addition to the load and unload times was not possible in the original 4hrs reserved. I suggested she be allotted more time and miles. I was repeatedly informed that was not possible and there was nothing U-Haul would do to help with the situation. My daughter had to cancel the storage box reservation and scramble to find another means of storing her belongings. Furthermore, upon picking up the truck at the reserved time, the store was very busy and understaffed. When her turn came she received the keys approx 10 minutes after the set time. When she recommended she be allotted that same amount of time upon returning the truck she was told no and she would be charged $100 if she returned it more than 5 mins late.

Product_Or_Service: Moving truck and storage box

Order_Number:[redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

None

Business

Response:

August 14, 2014

Revdex.com #[redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on the contract. [redacted] the GM of the [redacted] Center spoke to [redacted] and informed her he would give her a 30 day free storage coupon to be used next year for [redacted] college move.

Our customer are very important to us and we regret to hear of situations that cause problems for them.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely, [redacted] Executive Assistant

U-haul International

Consumer

Response:

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

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

Regards,

Review: Had u haul install hitch, April 10th, 2014. June 13th engine check light came on. Took car to Nissan to find out what the problem was. They put car on the rack. Showed me the damage done by u haul using plastic ties to reattach the Vent Control Valve & Evap Canister, u haul removed these componets to install the hitch. U haul used the mounting brackets used to mount the VCV & EC. to mount the hitch. Nissan said to have u haul remove the hitch so Nissan could repair damage. U haul removed the hitch & still has it. I had asked u haul if they could take pictures of damages for me. They agreed to this. You can only see the damage with the parts hanging down. U haul gave me number to contact their insurance company to file a claim. I did call them to find out that they needed 2 estimates & pictures of damages. I called u haul to have them please send pictures to their insurance co. They said that they would. No pictures. I the meantime I am driving my car, not knowing if I'm doing further damage. I had called u hauls customer service to inform them of my problems. I informed them that I was a disabibilled vet. I could not drive just any vehicle since I'm missing my right leg. That was about three weeks ago. I can not afford to have car repaired or rent a car fitted with a left foot accelerator until the insurance compamy agrees to pay the claim. The estimated damage is $1, 168.46.

Product_Or_Service: U haul hitch installed

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

I would like to have my car repaired. I would like to have a hich installed, not by incompetent installers so I can take my future bike to the park.

Business

Response:

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He advised our office he has left numerous messages for Mr. [redacted] requesting a call back to discuss his concerns and reach a resolution. He hopes to hear back from him soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Needed truck and dolly rental for one day to tow car from Auburn, MA to Columbus, OH. Pick up was at a location 30 miles away. at 1.00 pm on 5/16/2014 @ 21330.0 miles / return was at 5.49 pm on 5/17/2014 @ 21330.0 at a location 60 miles away. We were told that the system was set up to overcharge and it will adjust and we would get credit at our destination for unused days and mileage.Open our return @ U-Haul @ [redacted] we were told that we would not get any credit and we had to contact the office we rented from to discuss our grievance.We were misled and ripped off for two days rental @ 40.00 a day and 151 miles @0.40 a mile.Desired Settlement: I need credit for mileage that I did not use and two days rental that I did not need.

Business

Response:

May 19, 2014

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

[redacted], our Traffic Manager for our Eastern Massachusetts regional office, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed their concerns. She explained they rented on a one-way contract, which allows a set amount of days and miles to complete their move. The one-way rate is a flat fee from point A to point B. We only charge per rental period and per mile on an in-town rental but they also have the inconvenience of having to return the equipment to the same renting location. If a customer decides to return the truck early or does not travel the amount of miles included on their one-way rental, there is no refund. We allow an ample amount of days and miles on a one-way rental in order to allow for loading and unloading as well as extra delays that may occur on a move and unexpected detours while traveling. According to their rental, they were charged correctly.

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.

Received a call from a lady from U-Haul, MA. Who would not give me her full Name, her reference # [redacted]. She told us that is was a matter of U-Haul Policy, And she has never had a complaint before and could not help me.

Regards,

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Massachusetts regional office, reviewed the information Mrs. [redacted] provided. She stated that her office has relayed our policy to Mr. [redacted] in regards to the one-way rate of our rental equipment and the extra days allowed are for the customer’s safety. U-Haul wants our customers to experience a safe, stress-free travel experience but we know there’s always unforseen circumstances so as a courtesy, the rate includes additional time to complete their move. Ms. [redacted] added that a cash refund is not warranted, however, in the interest of customer good faith, a $50 VIP Certificate has been issued. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Her office was not able to reach Mr. or Mrs. [redacted] by phone, but a message was left advising them the Certificate was sent to their email. We hope they will take advantage of the Certificate and allow U-Haul to serve them again in the future.

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: May I please say that my initial attempt to contact the said company was by mail.I reserved a truck and an auto-transport online from U-Haul. On or around Nov.9, 2012, (Fri or Sat)I drove from Clarksdale MS to Cleveland MS to pick up the truck and auto-transport. I understand that their business is a do-it-youself moving situation however, when a woman ask for a little assistance there should be no reason to make a federal case. A gentleman connected the auto-transport to the truck and everthing else was do-it-yourself! I had to drive my car onto the auto-transport, strap the fronts wheels with the belts attached to the auto-transport, hook the back of the vehicle (chain & hook)to to the auto-transport for security. I arrived in IL safely ahead of schedule.I was to drop the truck and auto transport at a local u-haul in Lombard, IL on Mon. or Tues. of the coming week(Since moving,and time past,I may forget the actual dates, accept my apology!)Enroute to IL,I received a call from the (destination) u-haul company in Lombard, IL. The gentleman asked me if I could possibly return the just the auto-transport a day earlier and return the truck at the scheduled time? He had a customer who needed an auto-transport first thing on Monday morning, I was scheduled to return it on Tuesday. I explained that I needed to put some things in storage and I wanted to take my time getting settled in however, I would my best to get it there by Monday morning. So, I did everything I could (in the rain, no-doubt) to accomplish "his goal", and I parked the truck and auto-transport in the lot adjacent to the building and dropped the keys in the opening on the door. I was well aware of the return condition of the items I rented. The truck was cleaned and no damage to any of the equipment. I explained that I would like to settle up by paying with cash and to please NOT put anything on the card as I was afraid that it would overdraw my account. more details to followDesired Settlement: I was obligated to put the amount of gas into the truck at the point in which I picked it up. AsI explained to the gentleman that I wanted to come in on Monday to settle-up with CASH. I left a note with the keys that explained that I owe him apxr. $16.00 for gas. I had figured everything out so that he would NOT charge me that $30.00 gas charge. He also said that the truck was returned unclean and we know that wasn't true. He charged me $25.?? for cleaning. I am not asking for the OD charge.

Business

Response:

August 8, 2013

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

[redacted] the Executive Assistant in our Northwest Chicago Regional Office sent an e-mail to Ms. [redacted] today informing her a refund for the cleaning fee of $25 has been credited back to her Visa Card. The credit should appear on Ms. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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. As per your request to contact you should I receive correspondence directly from the company. I have received an email from the company and I responded and offered a suggestion that one issue was not spoken.

Regards,

Review: I rented a cargo van from the middleown ny location [redacted]

[redacted], NY [redacted] on sunday march 10 2013. I picked up the van and returned it the same day after hours because the gentlemen at the desk said as long as it was back by the next day At 6 am it would be fine but I still returned it the same day. As I checked my account I saw all kinds of charges from this company withdrawals and deposit I called immediately on wed march 13 at 10pm and spoke to someone in customer service. She said the charges were for a dent on the car and for not returning the van with gas. I explained to her that night and the manger [redacted] whom I spoke to the next morning that I put gas in the van and I did not cause any damage to the van it was under my supervision at all times. The manger said the gas was an error on their behalf and I am waiting for my $85. credit for the fuel. They charged me $113.40 and then $25.84 and said that they then credited me that amount cause they made a mistake and didn't realize the dent. Then they charged me another $351.44. They seem to be very confused and unorganized. Once again I must say that I did not cause any damage to this car and they are making yet another mistake by charging me for this I did not hit anyone and no one hit me because I was in the car the whole time. this van was already damaged and they did not take notice in there system or provide me with a walk through ( which is a breach in there contract) so I could point the damage out. It had yellow marks on it that from my observation of there premise was caused by yellow ramps that are in the parking lot and negligent staff.Desired Settlement: Full refund

Business

Response:

March 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Lower Hudson Valley, followed up on the information Ms. [redacted] provided. She explained the van Ms. [redacted] rented is relatively new and was rented to Ms. [redacted] with no damage. She confirmed the van was properly checked in and out on the previous rentals. Ms. [redacted] made an overnight drop off and the next day when our U-Haul staff inspected the van, they found new damage that they documented. Ms. [redacted] chose not to take the Collision Damage Waiver (CDW), therefore, is responsible for the damage. Our records indicate a refund of $85 for the fuel was issued back to Ms. [redacted]’s Visa 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,

Executive Assistant

U-Haul International

Review: The 26' U-Haul moving truck that we rented broke-down two times, in two states where their were cars and trucks driving past us at speeds of 70+ while we were on the slender, shoulder of the highway. We phoned the U-haul emergency agent for assistance and received no help. We were informed that we would have to provide our exact location in a gps form using a website. We provided mile markers to the agent at U-Haul. This was insuficient and we were advised that they could not come to assist us without an exact location on the highway. Cell phone reception was limited. The truck engine would not run. We were inside the truck with two dogs while it was broken-down on the edge of the highway. With no other recourse for assistance, and with unsafe road conditions, [redacted] risked his personal safety to view the engine for possible causes of failure. [redacted] discovered that the air-intake hose was disconnected. The screw-clamp to fasten the hose was missing. At that moment we were situated on the shoulder of the highway, in an unsafe environment, at night in the excessive heat without air conditioning, with two dogs panting for air so much that they wanted to jump out of the truck. U-haul did not compensate us or assist us. We had no other choice but to fix the truck on the spot. We spent the night in a hotel due to the truck breaking down. As a result, [redacted] was unable to report to his new job. We broke down a second time in Florida, twenty minutes away from our destination, on a major highway with a very slender shoulder. Once again, I phoned the U-Haul emergency call center. I informed the agent that the truck came to a stop with a loud bang while driving on the highway. I further explained that the truck was making loud noises, blowing smoke, and jerking to-and-fro, due to the problem with the engine. I expressed our concern that we were in a 70 mph speed zone with cars and trucks passing us at high speeds once again. Disgusted with our U-Haul experience, I contacted Mr. [redacted] on August 7, 2013 at the U-Haul Headquarters to voice our dissatisfaction. Mr. [redacted] was unkind to me, extremely rude, and yelled loudly over my safety concerns during the length of our conversation. During the heated discussion I was informed that I could receive a $50 refund for a hotel stay. I explained to Mr. [redacted], that it was not a sufficient refund for the dangerous situation that we were put in on the shoulder of two major highways in two different states. I further explained that the $50 refund wouldn't even cover the cost of our hotel stay that he was offering to pay for. Later on August 7, 2013, I was informed by [redacted], that he would issue a $100 refund towards our hotel stay. I requested a full refund since we were not provided a safe truck to drive the long distance from New Jersey to Florida. Our lives were put in intense jeopardy by driving an unsafe truck that should have been out of comission instead. [redacted] missed one day's pay at his new job. We had the stress of explaining to his new boss what had happened. We also had the expense of an un-expected hotel stay. None of which U-Haul compensated us for. We did not even receive the $100.00 credit as promised, by Mr. [redacted] on August 7,2013. [redacted]'s letter, dated August 28, 2013 to Joanne Fried at the U-Haul Headquarters, received no response at all. We had to drive at a very low speed on major highways with the hazard lights on, to arrive at our destination late with the contents of our house inside the truck. We barely arrived at our destination. We got there late which resulted in us having to change our appointment with our realtor, and having no movers available to assist us with our unloading of the disabled truck. Backing it up in the driveway took several attempts as the truck was failing. [redacted] returned the truck on August 6, 2013. It was documented as being returned on August 7, 2013. [redacted] informed Joanne Fried in the U-Haul International Inc. in Arizona, Laura at the U-Haul in Mount Laurel, NJ and also the employee in the U-Haul office in Florida, that the truck we rented was highly unsafe, undrivable, and should not be on the road. I spoke with [redacted] at the U-Haul headquarters today, on January 30, 2014. [redacted] reviewed the file for our rental truck and informed me that the rental truck that we drove was documented as "Out of Comission" on August 7, 2013. This further indicates that the truck was undriveable and unsafe. Our U-Haul experience was extremely unsafe and stressful to us.Desired Settlement: We are requesting a full refund of $1,747.70 please.

Business

Response:

January 31, 2014

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 Southern New Jersey regional office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he sent them the following email:

[redacted], I have received and reviewed the letter you sent to the Revdex.com. I did authorize a $100 refund on the rental rate (your wife declined so I did not process) and the cost of the hotel room, provided I received the hotel receipt or copy. I will increase my refund amount to $320 (20%) and the hotel reimbursement, provided I receipt a copy fo the receipt. The roadside assistance calls aren't documented as you laid out in the letter. What we have on file is that you found the air filter was not connected, you reconnected and continued on your way. On the second call the notes state that you will continue on and if there is any more issues you will call back. Nothing states on the file that we could not locate you. Again I apologize for the issues and I will refund the $300 today and will wait for the hotel receipt to reimburse that money. You can email me the receipt and I will have it reimbursed promptly. Sincerely, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] & [redacted]

Review: June 1, I rented a U-haul truck to move my daughters belongings to storage in [redacted]. Due to a hard rain, I rented a unit at U-haul. On inspection, I saw a rodent bait box, asked about it, was told there was no problem with rodents and Florida law requires them in storage units. The manager was pleasant & I rented it despite the $104.00, believing there were NO rodents. The unit was close to the loading dock. We took a load, returning close to the closing time & found we were 3rd in line to unload & unable to do so as this was the ONLY door to go through. This was not told to me at the time of the rental. I was taking the truck home to load other boxes to put in the unit. Worried about being late for truck return in the a.m, [redacted] said to see the manager about getting an extra hour to finish in the a.m. I didn't know the managers name but said "the nice bald man? He said, "yeah, the flaming gay guy". I told this to [redacted]..very inappropriate. As retribution, the new manager, [redacted], called my daughter and told her I was trying to access the unit after hours, called and swore at them and that we would be locked out.I had not called ANYONE there & had not been to the uhe unit since renting it. First of all, it was in MY name and I have a key. Secondly, it was PAID for. At no time were we offered insurance. I finally got fed up with this place & moved her items out on 10/9 to a clean, $30/mo less unit close to her house. When we got to the back of the Uhaul unit, I noticed a large rug we had rolled & stood in the corner was wet at the bottom. I had purchased packages of brown paper to put her things on so they wouldn't be on the floor. The paper was wet, the rug smelled of urine and something had eaten the backing off and chewed the stitching on the edges. I went to the office, asked [redacted] and another kid to look at it and was thrown a brochure and told to call a number to file a claim. Without even seeing it, the claim was denied. A $400, 1/2 year old rug ruined because of lies

Product_Or_Service: Storage rentalDesired Settlement: DesiredSettlementID: Refund

Either the depreciated value of the rug or return of two months rent. Because of the initial problems, [redacted] gave me the second month's rent at no charge, however, when I made the last payment prior to moving I was asked by another employee if I was given the first month free because we had rented the truck. No, I was not given the first month free, it was skirted in as a "goodwill gesture". HA!! Someone owes for a ruined rug because of their lies.

Business

Response:

October 31, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

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

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

spoke to Ms. [redacted] and discussed her concerns. He offered his

apology for the bad experience she incurred with our U-Haul location

and advised her he would send her a refund for ½ of the cost of the

rug. He also assured Ms. [redacted] that the situation would be

addressed with all involved to ensure our customers are receiving the

quality of service they have come to expect and deserve from U-Haul.

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

I went to the U-Haul at 564 Lancaster Pike, Malvern, PA on 9/28/2012 to rent a truck. I was told that the rental charge was $19.95 per day and $1.49 per mile driven plus applicable taxes.

I went to rent the Truck at 9:25 AM on 9/28/2012. I told the cashier that I would return the truck on 9/29/2012 after 12 noon. She billed me for $19.95 and then told me I could get charged $19.95 for the next day plus total mileage.

The manager gave came over and talked to the girl at the counter and I was then told that I would be charged a $50 penalty because I was bringing the truck back after 8:00 AM in the morning. I had to take the truck because it was an emergency so I left with the truck.

I went to the U-Haul website and chatted with a representative on 9/28 who told me that there was no $50 penalty that I can be charged with. They told to dispute that penalty and that I would not be charged.

When I brought the truck back on 9/29, it was processed as returned at 12:31 in the afternoon.

I had driven the truck for 21 miles and rented it for 1 day and 4 hours. The truck was in the same shape as I got it. There was not dirty, it was the same condition and I had filled the gas up with more than I had got it.

This is what my maximum bill should be:

[$ 19.95 for 2 days = $ 39.90] + [Environmental fee = $2] + [Rental tax = $ 5.86] + [Motor vehicle tax = $ 4] + [Mileage for 21 miles @ $1.49 per mile = $ 31.29] = Total bill = >>

$83.05

One of the U-Haul employees inspected the truck and I proceeded to the cashier. She billed me for 2 days and give me a $50 "penalty". When I asked her why the bill was $136.05 she told me that the manager told her to bill me a $50 penalty

I was already billed for 2 days so I should not be getting a $50 penalty. They had 2-3 trucks in the parking lot of the same size and type.

I asked the cashier for a receipt to see why I was being charged the $50 penalty and she immediately told me that the computer was down and she could not give me a receipt.

I was then told that I would get a receipt at my email address and I got her to write down on my initial bill that I was being billed for $136.05

When I got the email later that evening I saw that the "$50" penalty was "cleaning fee" on a truck that was returning in the same clean condition that I rented it in. If there was any so called "cleaning" I would have seen that on my receipt and I would have disputed that claim.

The manager knows that he cannot charge me a $50 penalty so he justified it as a cleaning charge. The word penalty isn't even mentioned in the bill.

If I saw the cleaning fee on the receipt then I would shown them that the truck was clean and that it was not applicable.

I want my $50 back.

This is unfair and I have been cheated by U-Haul.

DO NOT RENT FROM THIS COMPANY. USE PENSKE, RYDER or BUDGET. YOU WONT GET SCAMMED OR CHEATED.

I was traveling on business to Tallahassee. I ordered several packages to be sent to my storage unit. Unfortunately, when I placed my order I put down the wrong storage address for the shipping information (the wrong address was the U-Haul in Tallahassee on [redacted]. At that point, it was too late to change the address and therefore my only option was to wait at U-Haul until the packages arrived. As soon as it arrived the manager of U-Haul, [redacted], was extremely belligerent towards me. He ordered me to get off of his property and would not allow me to receive my packages. I did not receive a formal greeting nor was I given the opportunity to explain the situation. I have witnesses to attest to his behavior towards me, including the shipping company delivering my packages (I won't disclose the shipping company that delivered my packages, although they were extremely helpful and they ultimately went to my correct address). [redacted] was very rude and not courteous at all. Before I even had a chance to speak he was yelling at my face. When I finally had the chance to speak, I mentioned to [redacted] that I had ordered these packages and they were sent to this storage address by mistake. I also mentioned that I was not from Tallahassee, as this my first time in the area. [redacted] was not understanding and he had very poor customer service skills. I have been in the customer service industry with the top leading service companies in the world for over 9 years. I am now the owner of my very own professional service business. To see how he represented himself and the company was appalling. I have been a U-Haul customer for several years for personal use and business use. After this experience, I will not return my business to U-Haul. What's unfortunate is that [redacted] was the Manager. He is not a good example of a leader for the community nor his peers in the company. He should not be held at this high position if he's going to treat customers this way. [redacted] never apologized and never sought to make amends or resolve this issue. [redacted]’s behavior was absolutely unacceptable. I suggest re-considering him for this position.

Review: I went to move items out of my storage unit on 9/22. When I opened my unit, everything was covered in rat feces and rat urine. Almost all items that were not placed in sealed plastic containers had been chewed and urinated on. The entire unit was covered in filth. I talked to the [redacted], who's uniform said that he was the general manager, but who told me he was not. He told me "Yea, that happens sometimes" and despite the fact that everything was ruined and completely unsanitary, [redacted] told me he would do nothing to help me at all. He wouldn't help refund or help clean out the unit unless we paid additional money for removal. He was quite rude and clearly had no interest in helping at all.Desired Settlement: I want a refund. Through the course of my time with Uhaul, I paid over $3,000 to store items that have been completely destroyed. I asked for a refund on my last month, and was denied. Between the renting fees and the cost of the lost items, I am out thousands of dollars. I'm not asking for all of it back, but I would like at least some refund.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Metro DC, followed up

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

she attempted to speak to Mr. [redacted] but reached his answering

machine. She explained Mr. [redacted] previously relayed he did not

want his belongings in the storage unit. He was advised we needed a

letter from him stating this but it has not yet been received. Ms.

[redacted] is waiting for detailed pictures of the items in his unit to

determine their condition, which will help with the resolution to his

objection. Ms. [redacted] left her telephone number and requested a call

back from Mr. [redacted].

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I had a quick-connect wiring harness installed by a UHaul employee to work with the trailer I rented (8/22/12). In the process, the person cut every wire in my left rear light assembly and was attempting to get the wiring correct by touching wires randomly to each other. While driving home I became aware the he had damaged the electrical system on my vehicle such that my parking lights no longer work, my dashboard lights no longer work, the "lights on" chime rings constantly, rendering my vehicle un-driveable after dark. Additionally, our rear hatch auto-close no longer closes completely because the service rep failed to read the sign on the back that says NOT to open the hatch manually. He attempted to open the hatch and caused a mis-alignment of the hatch closing mechanism.A claim was been filed with their insurance carrier at the end of August, and UHaul management has been aware of the problem since August 24th. The UHaul site manager ([redacted]) attempted to have one of his other techs repair the light wiring in an attempt to resolve the issue for me. He was not able to correct the parking lights, nor do anything with the dashboard lights & chime. Mr. [redacted] then referred me to the [redacted] Road location for an attempted repair. When I got there, I explained the situation and was told they wouldn't be able to repair the remainder of the damage, which I had assumed since they did not have the proper equipment to diagnose the problems. The manager there referred me to their insurance company (Rep West) and said the person who had damages my vehicle had been fired and that he never should have cut any wires. I have been trying to work with the insurance company but with no success. They have indicated that UHaul must admit liability before any progress can be made. As of 10/01/12, no progress has been made toward repairing my vehicle. This vehicle is for my wife, who is wheel chair bound. She is not able to leave the house after dark because the vehicle has no rear lights.Desired Settlement: I would like UHaul to pay for a factory authorized technician to diagnose the problems with the vehicle to get an estimate of the damage, and then I would like UHaul to have the damages repaired. To date, the they have demanded that I get estimates and pay out of pocket for the estimates.It is ridiculous that this is taking so long to get any kind of attention from them on repairing this vehicle when the site manager has already admitted it was his employee's fault.

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Western NY, followed up

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

will be in contact with Mr. [redacted], if not already, to set up a time

that works for him to have the necessary repair done.

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: We reserved a UHaul truck for moving. We made the reservation in June 2013. On Friday, June 28th at 6pm I received a text message confirming the reservation and my husband received an email verification. The truck was reserved for Saturday, July 27th from 12pm until 6pm. Today, Tuesday July 23, 2013 at 3:42pm we received a phone call informing us that they did not have any trucks available for us to use this Saturday for moving. We have been left, last minute, without any means of moving our furniture out of the house we are renting. UHaul could not offer us anything after we reserved the truck one month in advance nor did they try to resolve the issue.

Product_Or_Service: moving truck rental

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

We would like a truck for moving our furniture this weekend. We are open to either Saturday July 27th or Sunday July 28th, 2013.

Business

Response:

July 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and addressed her concerns. Unfortunately we did not have equipment available at the time and location they preferred. They did cancel their reservation and Ms. [redacted] offered her apology for the inconvenience they experienced. Ms. [redacted] also advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee that she issued back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

I feel I have no choice but to consider this complaint resolved. We feel we were forced into a cancellation of our reservation. When I explained that I had reserved the truck a month in advance she said that other people did too. We were told that the truck had been sent to Colorado on a one-way move. We received notification of this a few days before we had to move. We even asked if a truck was available the few days surrounding our original reservation. We were told no, that there are a lot people moving in our area. A $50 credit does not do any good when we have to be out of our rental and have no other way of moving our furniture. A few days notice does not leave us any time for planning or trying to reserve a truck with a different company.

Regards,

Review: Hi, I'm writing to you today to complain about a absolutely nightmarish experience we had renting a U-Haul truck last Saturday.

All we needed was a simple one-way rental of a 10-foot truck from [redacted]l. The troubles started with the call-back for setting up the pick-up location, for some reason I was called in French even though I registered on the English website and had requested a down-town [redacted] location. Luckily I speak [redacted] although I could barely understand his thick accent, but at least I was able to confirm that we needed the truck for 9 AM Saturday. I received an e-mail with the location (just down the street from where we live, T[redacted]).

Then late on Friday afternoon I received a new e-mail, telling us that the pick-up location was on the [redacted] side way out in the suburbs, and that the pick-up time was 8 AM. So at the absolute last minute someone at U-Haul changed our reservation to be both too far away AND too early. My girlfriend called up U-Haul to get the problem fixed while I was out for a run and was put on hold for 20 minutes, then disconnected without ever speaking to anyone. When she called back and explained what had happened the lady promised to get someone to call her back. No one ever did.

So the next morning we got up way too early and took a $23 cab over to the [redacted] side. When we arrived at Autopro Vitro Plus (8[redacted] there was no one there, even though the business is open every Saturday at 8:00 AM. We waited at the nearby [redacted] for 45 minutes while constantly calling the location to see if anyone had arrived. No one ever did. I called the U-Haul number to figure out what to do and after being transferred three times someone was able to try to call the cell number of the person responsible for the business (no answer). He then directed us to pick-up a 10' truck at the [redacted] location, so we took a $30 cab ride back to the [redacted] side. This person I talked to also agreed to give us a $50 voucher for future orders and $40 off the current order to cover the taxi fares.

This is where things started to get really aggravating. The employee at the [redacted] location was obviously in a hurry to get us out the door in a hurry and wasn't listening to anything I was telling him. He cut me off while I was explaining why we were there and he flat out said there were no 10' trucks available and that "they always send people here". When I insisted that we had a truck reserved he actually checked the computer system and found us in the system. He started processing us when the computer system crashed (apparently a regular occurrence?!). When the system finally rebooted he was unable to find me the drop-off location I had chosen on-line, and while I was checking on my smart-phone to show him the address he went ahead with the order anyway. When I told him that the location he had chosen (very far away from our drop-off) needed to be changed, he was unable (or more likely unwilling) to switch it. He also flat out LIED to me about including the $40 discount that I was promised (he was able to find it in my file, he just didn't apply it to my order).

On the way to [redacted] I called up U-Haul to get my drop-off location changed and was transferred to a lady who was apparently driving during the phone call. She took down my information and promised to call back. I never received the call-back. I had to call up again to finally get the drop-off changed.

I require them to honor the $40 discount I was promised on the phone and that was entered into my file. I would also suggest that they increase it to a minimum of $53 (because the taxi rides were $23 + $30 total). I would also prefer to receive the $50 future discount as a rebate on my current order, just because this whole thing has been such a terrible experience (both in mental aggravation and waste of our time and energy).Desired Settlement: I want the discount I was promised, and I think they should refund even more than that.

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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 [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $103 back to their [redacted] account on file as an adjustment on their U-Haul rental. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and 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: When I first reserved a storage unit with u haul I reserved a 10 by 20 when I got to the facility they did not have my unit available so I had take take 2 smaller ones and was expected to pay full price for each the manager of the store said he would try to discount it for me for the folling month when my first payment would have been due I tried to contact him with regards to this with no response so I emptied the smaller of my 2 units and kept the larger unit my payment per month is 1697.69 on may 29 I tried to contact the manager of the store cause I was 69 cents short on my credit card to make the full month of junes payment so I was trying to get the 69 cents deffered to julys payment or If it would be ok if I came in to pay the storage a few days late without having to pay the $15 late fee I never got a response from the manager I then went in on june 2nd to make my payment and they told me they could not take the $197 from the credit card and the 69cents in cash they called it a partial payment I asked to speak with the manager and was told he was not there Through the full month of june I have tried to contact this gentleman and had no response On july 3rd I went in to the u haul again and spoke with the manager and all he did for me is take off my late fees from the month of june I do not feel I should have to pay for that month or continue to pay I just want my stuff back and now they are claiming I owe them almost $400 I can not pay that I feel their customer service is very poor and something should be done about this Thery have taken advantage of the fact that I can not make it to the u haul storage facility at anytime I choose to rectify this matter myself I have spoken with william stenhouse the marketing executive assisstant as well and he has done nothing about this matter either this company is very unproffesional and very unorganised.I would have had my unit empty by the end of june had they have handled the situation properly.

Product_Or_Service: storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want them to allow me to take my belongings out of the storage unit as early as july 7th 2012 without having to make any further payment or a payment for the month of june I did everything on my part to clear the situation up with no co operation on their behalf

Business

Response:

July 13, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and was able to reach a resolution. Ms. [redacted] removed her belongings yesterday, therefore, all charges prior to July 12th have been removed.

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 Called uhaul and reserved a truck and trailer for $720.00, on arrival I was charged $580.00. I then asked to ensure if that was the price for truck and trailer, the man replied "yes, and if not that is the price now". Two days later I was charged an additional $292.00, I then called and was told it was a charge for the trailer that they orginally forgot to charge. I have called uhaul custumer service multiple times to get the ring around, and disconnected (hung up on) when asking to get transferred to a manager. I was also told I would be contacted by a manager, which I never was. They have closed my case and will not refund the $292.00 that they charged without my concent or without me knowing.Desired Settlement: I think it is wrong for the company to charge me for a trailer, when they forgot to add the trailer to the bill that I signed for, not to mention that I asked the clerk about the price upon pick up. I would like my $292.00 back that I never signed for or agreed on that charge.

Business

Response:

January 16, 2013

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

Ms. Judy Soper, our Executive Assistant for the U-Haul Company of West TX, followed up on the information Mr. O’Brien provided. She informed our office she sent Mr.[redacted] an email offering him an apology due to the fact he was not contacted about the additional charge. She also advised him that she issued him a refund for the amount of the tow dolly.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: We rented a Uhaul to move from [redacted] to [redacted] one way, the truck was filthy dirty, the brakes didnt work right, the gas gauge was defective making us pay more in gas then we were told, the headlights didn't point in the correct direction, uhaul refuses to refund usDesired Settlement: we are requesting a total refund of $690.00 for truck plus gas in the amount of $400 in gas

Business

Response:

January 7, 2015 Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that the truck [redacted] rented was checked by our receiving location and found the headlights to be in proper working condition. We also confirmed the truck was returned with less fuel than when it was rented. [redacted] relayed that after researching [redacted]’s concerns, it was determined she was not due any monetary reimbursement since both the lights and fuel gauge were found not be an issue. A U-Haul Customer Service Representative noted in her conversation with a gentleman calling for [redacted] that they did not have time to call our Emergency Road Assistance line when they claimed to experience a problem with the brakes. Their move consisted of driving over 1,000 miles with the U-Haul truck. The truck has been rented out again and no issues reported.As we value [redacted] as a customer, [redacted] sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: On 8 August 2014, I made a reservation to have a trailer hitch installed on my car, to take place on 19 August 2014. I paid for the hitch and installation when I made the reservation. On 19 August 2014, U-Haul was unable to keep the reservation I had made with them, claiming that the installation location had not yet received the hitch. The following day, 20 August 2014, they installed the hitch on my car. U-Haul has a "reservation guarantee" ([redacted] which states that "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50."on 20 August 2014, I requested to be credited the $50 because of their reservation guarantee, and was told I had to call customer service to obtain the $50. I called customer service and spoke with the person who answered, who was unable/unwilling to credit me $50. This complaint ensues.Desired Settlement: $50 reservation guarantee paid to me. Perhaps U-Haul should make it easier to claim on this guarantee, too, as they have it posted prominently on their website.

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided and sent him the following email in response:Good Morning [redacted], I have sent you the 50.00 dollar resaervation guarantee. It will show up in your account with 3 to 5 business days, I would like to apoligize for the inconveinence. [redacted] Gen. Manager [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,[redacted]Executive AssistantU-Haul International

Review: I arranged for U-Haul to deliver U-Box Pod moving service from San Francisco, CA to Ann Arbor, MII received the Pod in San Francisco on May 29, 2013, U-Haul picked up the Pod on June 3, and I requested shipment of Pod on June U-Haul advertises an estimated day one-way shipping time starting from requested date of shippingOn June 16, I received a call that Pod was still in San Francisco and had been "forgotten" along with other PodsFrom June to present day (June 27), have made multiple attempts daily to get updates on the whereabouts and shipping status of my Pod and belongings, spoken with managers who stated Pod would ship "in the next 1-days" multiple times since June Manager agreed to refund shipping fee, however, Pod is currently still in San Francisco Bryant Stlocation and not shippedI have spent over minutes daily trying to receive updates on this situation only to leave messages that do not get returned or get continually transferred to other departments who still cannot provide information about my account/Pod
I have heard multiple instances of this same complaint: U-Haul not shipping Pods from originating locations for weeks later than estimated date, including other U-Haul locations
My wife and I begin new jobs at our shipping destination on July 1st, with our work clothes and other important belongings still located in the PodWe have had to purchase new clothes and other goods for this job as we have no reliable estimate as to when we will receive the Pod.Desired Settlement: My top priority is completed shipment of my Pod and contained belongings as soon as possiblealong with confirmation of shipment and estimated delivery date via telephone
Refund of additional U-Haul fees: pickup ($already charged), future delivery ($113.60), and storage fees (+$14.95/day) along with the already agreed upon refund of shipping costs
Reimbursement for employment-related clothing purchases for myself and my wife due to delayed shipment of Pod ($1,538.54)I can provide credit card statement and receipts for these purchases made on June as I was aware the Pod had still not been shipped
Additionally, I have had to purchase an air mattress ($100) and internet modem/router ($100) - all of which I already own and are stored in my Pod- and any further compensation for these would be appreciated
Business
Response:
July 12,
Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]
Thank you for your concern for our customer Dr[redacted]
Ms[redacted], our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information Dr[redacted] providedShe informed our office that his U-Box was dispatched from our U-Haul location on July 2nd and was quoted an estimated delivery time of business daysWe also waived the shipping and delivery fees due to the inconvenience he experienced
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
Executive Assistant
U-Haul International

Review: I was told that my U-Box would be leaving the Arkansas location by December 17, 2012 and when I called on December 27, 2012 to find out its location and delivery approximation, I was informed that it didn't leave until that afternoon. It is now January 4, 2013, it is still not here, and no one in U-Haul can seem to find my U-Box's location. All they can tell me is that it's "somewhere" and it should arrive by January 9, 2013...24 days after it was supposed to ship (their sales associates quote within 10 business days--this would be 18 business days since the 17th). My husband took his work vacation the 29th through the 3rd, in order to ensure that he would have time to help unload the U-Box, as I am the sole daytime caregiver of our 9-month old son. Now his vacation is over, meaning he won't be able to unload our shipment. I will incur at least another month of storage charges because I am only able to unload during the two hours per day that our son is napping. Regardless, I have called them six times in the last three days and no one can tell me where my shipment is. I am to the point of considering it theft and pressing charges.Desired Settlement: I would like, at the very LEAST, a FULL refund of the shipping charges between Arkansas and San Antonio, no additional storage fees to be charged, and a formal apology issued.

Business

Response:

January 8, 2013

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

Ms. Ashley Bogers, our Executive Assistant for the U-Haul Company of Tulsa, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for the full amount of her shipping charges. As we value Mrs. [redacted] as a customer, Ms. Bogers also sent her a VIP Certificate to cover the storage necessary until her U-Box is unloaded in TX.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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,