J.R.J. Tara Corporation

Review: I had made a reservation with u-haul on monday 23 of june and allied my credit card to the reservation to rent a 10 ft truck reservation number 95624981 and sometime within the week u-haul down graded my reservation from a truck to a van which would not work with the things I had to move due to height. went to pick up truck on 6/28/14 and found out about the down grade they made without any knowledge of what was being hauled. call u-haul and they could not help me they stated that the reservation was not not valid because no credit card was used but yet they had a valid rental reservation for a van, u-haul also stated that they have no trucks available for rental currently and they could put me on a waiting list and if they came up with another truck since there was no 10 ft scheduled they would have to charge me more and I would have to pay for the extra milage from across town. This is total unprofessional and left in a bind with boxes stacked up all over the house and my home going on the market MondayDesired Settlement: I would like a formal apology, change in business practice that is more professional, and a voucher for a free 10 ft truck rental to use at a later date.

Business

Response:

July 3, 2014

Revdex.com ID#: 10110191

U-Haul Ref#: 634560

Thank you for your concern for our customer Mr. Knotts.

Mark Reinitz, our President for our Corpus Christi regional office, followed up on the information Mr. Knotts provided. He informed our office he spoke to Mr. Knotts and addressed his concerns. He offered his apology for the inconvenience Mr. Knotts experienced and went on to explain that the process failed from the beginning with our dealer not inputting the credit card when making the reservation. Mr. Reinitz found that our Field Manager had changed the reservation and thought our dealer was going to contact the customer and explain why this was done. He informed Mr. Knotts he would be taking care of his rental for the day and he should see the reimbursement on his credit card within the next 2-5 business days.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: On 12/5/13 I went to rent a dolly from the Neighborhood Uhaul at [redacted]. My rental was only for 1 day at 7.00/per day with a total of 7.58. Unfortunately I have been unable to have the item returned due to unforeseen circumstances. Today I checked my account balance and see that I was charged 8.71 and then 145.64. I contacted the local Uhaul where I rented the dolly from and the customer service states that she was advised that she need to charge me for the 7 days plus the dolly.

I am livid first off today is the 7th day from 12/5/13 not yesterday 12/11/13 which she states is the day she was told to charge the account. I do not want or need a dolly. I am not asking to not be charged for the rental I can return the dolly to the rental place today. I want to be refunded the difference for the 7 day rental other wise I will dispute the charges with my financial institution. [redacted].Desired Settlement: I was advised the total amount that would be charged to my account would be 7.58+126.65 -134.23 I want the difference for the 7 day rental refunded back to my account 134.23-52.15 = 82.08. Again I am not stating I do not want to be charged for the rental. I want to be charged for the 7 days.

I can be reached at ###-###-####. If the charges are not reversed for the proper amount, I will dispute with my bank and contact the Attorney General.

Business

Response:

December 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West Houston regional office, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message offering his apology for the inconvenience she experienced and also informed her that our dealer would continue to authorize her card for more than the daily rental and we would refund the difference when she returns the 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: I rented a 26 foot UHaul truck on Nov.29,2012. On pickup, my husband expressed several issues with the truck that made it undesirable for rental - another rental truck of the same size was in the parking lot and we asked to have that truck instead- we were denied. We packed the truck and proceeded to drive it on Nov. 30th, 2012 to Baton Rouge, LA. The truck broke down on I-59 at mile marker 58, just south of Tuscaloosa, AL. We waited 2.5 hours for a mechanic. The mechanic stated the problem was computer related - it was telling the engine to shut down. The mechanic drove the truck to Meridian, MS, where he worked on it more- then told us he could not completely fix it - but it should complete the trip to Baton Rouge. He told us if the truck stopped again, to pull over, turn the truck off, let it sit and then start it again and it should work. There was no reason to call him again- The truck broke down 5 more times between Meridian, MS and Baton Rouge. The truck also did not have functioning dashboard illumination- we could not see any of the gauges after it became dark. The tires were also not in good shape- which is one of the complaints my husband registered at pick up. Product_Or_Service: 26 foot UHaul truck Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I am requesting a full refund for the truck. I have called the national office for UHaul 3 times and have received no help. I went to the Rutledge Pike office and was told I would receive $150 out of an almost $1000 bill. That is not sufficient. The manager at the store told me I should have called a mechanic every time the truck broke down to document the problems- even though I told her the mechanic told us not to call- just to follow his instructions.

Business

Response:

December 27, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Knoxville, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] offering her apology and advised her of a supplemental credit for $286.74. This amount with the previous credit for $157.20 equals a refund for 50% of the base truck rental fee. The credits should post on Ms. [redacted]'s next credit card statement depending on the cut off date of her 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Although I am not happy with the final offer- I will take it after consulting with an attorney and going thru the UHaul contract. I will never use the services of this company again and will never recommend this company to others. I will waitl for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered a service from u-haul to deliver my belongings to my new location. Over the course of almost three weeks I was lied to multiple times about when my belongings had been shipped, told there was no confirmation number for my delivery and also had employees tell me that didnt know where my belongings were. I filed several complaints with u-haul customer service as well, being told managers would contact me and in most of those instances was not contacted. Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund $1500 covers the cost of the deposit and rental of the u-box unit I had ordered. Inconvenience of the matter, time consumed and being lied to, $2000 added back to my credit card used for the transaction.

Business

Response:

August 17, 2012

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

Mr. Brian Wey, our GM of our U-Haul Center North Lansing, followed up on the information Mr. [redacted] provided. He informed our office the U-Haul U-Box was delivered to Mr. [redacted] on June 5, 2012 to be loaded. After Mr. [redacted] loaded the U-Box, U-Haul staff picked it up and delivered it to our U-Haul Center North Lansing on June 6th. The U-Box was shipped on June 12th and delivered to Mr. [redacted]'s selected destination on June 18th. Mr. [redacted] was quoted 10-12 business days for delivery. Mr. Wey explained that Mr. [redacted] was never given a specific date of delivery. Mr. [redacted] has also been advised that a reimbursement was not warranted and 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,

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Although my Ubox arrived within the specified time frame, it was wrong and horrible customer service to lie to me multiple times about when it was actually shipped out and to then tell me that you didnt have a tracking number for it once it was shipped out. Furthermore, the dozens of phone calls made to customer service were of no help either. Customer service filed my claims wrong, which then had to be re-filed. They also told me different dates than Mr. Wey did about the shipping date. Lets not forget the multiple times customer service told me I would be receiving a phone call from a manager about my dispute, only to receive one phone call out of maybe a half dozen or more times being told I would. This is some of the worst customer service I have ever received and I expect way more from a company with such a well regarded reputation. Not only did I get lied to, get the runaround and just tossed aside but to then get told I would receive no compensation whatsoever for all this...well, its just unacceptable. This whole thing could have easily been rectified if I hadnt been lied to from the start. Once it progressed from that is when I started to ask for compensation. I hope that this letter actually finds its way to someone who can and wants to resolve this issue.

Business

Response:

October 29, 2012

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

Mr. Jim Meredith, our President for the U-Haul Company of Western MI, advised our office he carefully reviewed Mr. [redacted]'s concerns and relayed that their decision in the matter has not changed. He went on to say Mr. [redacted] received his U-Box within the time quoted, they were not dishonest with him and they fulfilled their contract with him. He added that a refund is not warranted.

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,

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The main dispute has been that I was LIED TO BY YOUR MANAGERS ABOUT WHEN IT WAS SENT OUT. The other issue at hand is how horrendous the customer service has been. Your managers lied about when it was sent, they dodged my phone calls and the customer service reps seemed to have no clue what was going on. This has been some of the worst customer service I have ever had. I’m appalled that you would allow this type of behavior to go on in a legitimate business. It honestly seems like the reason you are not resolving this with me is purely out of spite. I know you are going to come back with a reply to this saying I go my u box in the correct time frame, but that’s not the issue. The dishonesty is the issue. You should not have people working for you who lie to their customers. Please, just refund me for having been lied to and having to put up with all of this. This whole ordeal has taken entirely way too much time and would be over with if you would just admit your faults and mistakes and refund me what I have asked for.

Review: I rented a one way uhaul on 12/6.. I've rented numerous uhauls in the past and generally they give you an estimation of the cost, you swipe the card, and when you return the vehicle the cost is lower or higher than that estimate based on mileage, fuel ect. In this case, they charged me the estimate and then when I returned the truck they claimed I returned it with less gas than I had (which I did not, I let the attendant in [redacted] know their fuel gauge was incorrect and he said he would fix it for me.. but that isn't the point of this issue.. so they charged the estimated cost in addition to the total cost (which was the estimate + extra charges for mileage and fuel). the first charge was on 12/6 for 121.73 which should not have been charged.. then the actual total for my usage was 198.92 which was charged on 12/9Desired Settlement: a refund to my credit card for 121.73

Business

Response:

December 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional office, followed up on the information [redacted] provided. He informed our office he corresponded with [redacted] by email. Credits for $48 and $55 were issued back to [redacted]’s [redacted] account as adjustments on his rental. The refunds should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On January 17th I rented a 10 foot truck for $29.99 plus .79 cents per additional mile and gas to replaced and returned in 24 hours. My wife returned the truck within 24 hours with gas more than when we picked it up and 12 miles added. Total being $29.99 plus 9.48= 39.47....now back up a moment we were told on the phone 24.99 but that changed when we arrived. Now it is the next day and I check my account I have charges of $75.00....$31 plus $38 plus $4.76 plus $9.72 my wife immediately calls up they give her the run around she calls back the "mgr" supposedly tells her he needs card number again she replies you need my card number for credit but you do not need it to keep putting erroneous charges on it!!! He replies yes she obliges and is told it will come off immediately it is now 10 days later no credit of $75.00 and they are ignoring emails and phone calls. They are liars and deceitful. This is absurd to have to keep calling and sending emails and all they do is lie!! I want a Total credit including the $75.00 charge and I want it now, I am contacting the Attorney General also for deceitful practices with customers credit cards.

Product_Or_Service: 10 foot truckDesired Settlement: DesiredSettlementID: Refund

An immediate TOTAL refund and the errrnoeous charges including $75.00!!

Business

Response:

January 29, 2013

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

Mr. Steve Langford, our President for the U-Haul Company of Saint Louis, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a return call to personally address his concerns. He will advise Mr. [redacted] that according to the contract, we applied $38 for fuel on the 18th and then refunded it on the 19th. The only fees collected were $32.84, which is the cost of the trailer rental.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I took my vehicle to get the wiring for my trailer done. I kept blowing ligh bulds on my trailer. I took it back the manager told me that the box was bad, so he replaced it. I continued to blow lights and fuses left and right. This time my mechanic told me that there was a wiring issue. I took it again. I waited for the line to die down, he then tells me he had no time after I waited for almost an hour. Manager finally looks at at it and tells me the box is bad and is overheating. That would be the 3rd box he replaces. I even took the trailer attached to my vehicle he saw I had no working lights and told me he had no time, when there was nobody in line or in the place for the customers had already been taken care of. So I took off pretty upset with no working lights. Called to rescheduled and they were to call me back to confirm an appointment and never did. 3 weeks have gone by and still I have not heard anything from them. I am not one to complaint but feel I got taken advantage of. Now I can see why they try to sell you wiring insurance.

Product_Or_Service: Uhaul wiring

Order_Number: [redacted]Desired Settlement: Replacement I would like my vehicle to get REWIRED the right way ELSWHERE. }

Business

Response:

September 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern IN and South Cook Counties, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and scheduled him to go to our Schereville U-Haul location on September 27th at 7:00 am. Our GM at that location will make sure Mr. [redacted]'s concerns are resolved.

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 trailer hitch installed at a U-haul location 2 years ago. Last summer we had some AC issues in my Dodge Caravan, but Dodge recharged the system under warranty, suspected a leak but wasn't sure. I didn't pay extra for the dye to be added. This summer, similar problems. No more warranty, so I paid over $130 for the recharge and dye. They found the leak and said that it was because of the trailer hitch installation smashed an AC line. I contacted their 1-800 number on Tuesday, 29APR14 and was told to call to location that did the installation. I immediately contacted them and was told that I would be called back by a manager Mr. [redacted]. I waited until that Friday, 02MAY14 and re called because I had not received any communication from them. They supposedly sent out a text message, Email and entered it into the system. On Monday, 05MAY14, I called back the 1-800 number only to be told that, "..you'll just have to wait for someone to call you back!" This is not an acceptable remedy to this situation. Over a week just for someone to call me to hear my story? Ridiculous! I tried to offer U-haul the first move on this situation and not resort to unnecessary things, like a lawsuit. But what should I do. I didn't pay over $20,000 for a van and let my 9 and 4 year old sweat out the summer. The Dodge report, in print, states that it was due to the trailer hitch installation. What's my next move?Desired Settlement: For U-haul to cover the repair expense and the receipt for my expense of recharge and dye.

Business

Response:

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

[redacted], our President for our West Texas regional office, followed up on the information Mr. [redacted] provided. He informed our office, upon review of repair diagnosis for detailed of the cause and repair estimate for reasonableness, he relayed a refund for the damages to Mr. [redacted]’s vehicle will 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

Review: changes in my online reservation

I rented a truck online to move my daughter from her apt to her new home. The price was significantly below the competitors, or so it appeared. Luckily, I checked my reservation, a few days before the move to discover that the rental location had been changed without any warning or notification. I now had to go more than 40 miles each way to pick up and return the truck. Besides adding considerable time, inconvenience and stress to an already difficult day of moving, U-Haul now had added about $80 additional dollars to my fee. When I called to complain, I spoke to 2 different rude and uncaring customer service reps who would or could do nothing to help. I got put on hold for 15 minutes while they supposedly searched for a closer, if smaller, truck. I have never had this type of problem before renting a vehicle and will certainly not use or recommend U-haul in the future. Whoever heard of a truck rental business without trucks to rent?Desired Settlement: credit for the mileage charges (about $80)between the truck rental I requested and the one they assigned to my order

Business

Response:

September 5, 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 left a message for Ms. [redacted] requesting a return call in order to personally address her concerns regarding her reservation and our preferred pick up procedures.

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 did a reservation for their 19.99 truck. Received a text and 4 gours layer confirming the reservation. Once I got to the location I received a truck for 29.99. With only a few hours to move I rented the truck. I requested 4 houts to return the truck only 3 hours to have truck back. Did a complaint with the company still haven't gotten a call back from uhauk.Desired Settlement: A return for the miles on the uhaul

Business

Response:

June 19, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms[redacted]provided. He informed our office he attempted to speak to Ms[redacted]but reached her voice mail. He left a message explaining a VIP Certificate for $35 had been issued to her that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He also advised her that the charges on the rental all appear to be valid, therefore, a refund is not owed.

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: U-Haul customer service representatives charged my debit card $45.20 claiming I was late dropping off the delivery van. I had to drop off the truck by 8am, and I dropped it off at 7:45 am. Also, on Sunday June 9th, the company did not open until 9am, so I put the keys in the key drop box that was on their door.Desired Settlement: I would like a refund for the $45.20 because they charged by card incorrectly, and I would like a refund of $150.00 for giving me a truck that was dirty, smelled like eggs, and contained dog hair.

Business

Response:

June 14, 2013

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

[redacted] our Executive Assistant for the U-Haul Company of North Philadelphia, followed up on the information [redacted] provided. He informed our office he spoke to Mr. Boston and advised him of a refund for $45.20 that has been processed twice for a total refund of $90.40. The refund should post on their next Visa 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: U-Haul storage facility is utilizing billing practices to extort late fees and levying balances to force default so contents can be confiscated for profit. The new management has repeated harassed using email, text and late night phone calls camouflage as a courtesy call. I have sent in payment over the rent amount, knowing they would still tack on late fees. Desired Settlement: I would like for u-haul to submit their billing practices and policies. In addition, I would like my pay history to be examined to show their deliberate attempt to force my account into default. It would also help if they sent you the various correspondence recently sent, especially the last invoice which shows the excessive fees to raise my balance.

Business

Response:

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

[redacted], our Field Manager for our U-Haul Storage Centers of Dallas, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and discussed his concerns. He informed Mr. [redacted] of his payment due date. He explained our policy is to contact our customer by email, phone or text as a reminder for payment that is due for their storage rental unit. Mr. [redacted] assured Mr. [redacted] he would not receive any contact after 7:00 PM and also updated his due date as requested from the 17th to the 24th of each month. Mr. [redacted] is current on his storage account at this time and has a $5 credit. Mr. [redacted] relayed that an email would be sent as a reminder of his upcoming storage payment and another reminder will be sent if his payment goes pass the due date. He also provided Mr. [redacted] with his direct cell phone number if he has future questions or concerns.

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 rented a 26" U-haul truck in Colorado on June 26th to drive 2,260 miles to Florida. Based on U-hauls website, we were expecting to receive a truck that would have been: 1) in reasonable condition and 2) would be fuel efficient averaging about 10 mpg (or close to that, as affected by normal variables such as dirving conditions, speed and weight of load). The truck we received (with about 90,000 miles on it) was not in the condition we could reasonably expect for the fee paid ($1,469). It had the following issues: bad alignment (truck had to be steered to the left to drive straight the entire way); no acceptable tread on one of the tires (also probably caused by the misalignment); right blinker did not work when the lights were turned on (huge safety issue); the vehicle we were given avergaes nowhere near 10mpg (average consumption during the 2,260 mile drive was 6.2 mpg). When we returned the truck in Florida, they told us they recorded all the above mentioned problems and marked the truck in U-haul's system as "not roadworthy." I contacted U-hauls customer service on the matter. I received a call from a manager who told me he would verify the facts and call me back. He did not call. I called customer service again a few days later and asked to receive another call from the manager. I was told he had marked the matter as "resolved" in their system (without contacting me!) I received an email from [redacted] 7/13 stating he had credited us $100 on our credit card and if there were any further concerns, he would like to address them with me (but that he could not find any of his notes on the matter). I emailed him on the same day letting him know a credit of $100 was not acceptable and that we would require a further $400 credit for the condition of the truck and a $500 credit for the misrepresentation in gas consumption (direct damage). I never heard back from him. The U-haul reference # in the matter is [redacted].Desired Settlement: Further credit of $900 covering $400 for condition of the truck and $500 in excess gas consumption.

Business

Response:

August 2, 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 Southern CO, followed up on the information Mrs. [redacted] provided. She informed our office she sent the following email:

Good Morning [redacted], I apologize for not getting with you Wednesday as originally planned. In addition, I'd like to apologize for the issues you and your family experienced while driving to your destination. For each rental there's a checklist that is completed upon checking the equipment back into our system, issues such as the alignment and blinkers should all be caught during that time. We strive to make each move easier for our customers, when that doesn't happen we have to take a step back to see where we failed and need to improve. After reviewing your rental and the history of the equipment on your rental the truck was taken to the local shop in Florida after your rental - so the mechanical issues have been rectified. Our President will be speaking with the Area Field Manager, [redacted]n [redacted], and the renting location regarding your rental, the customer service given and the inspection completed on the truck prior to your rental. In regards to compensation, an additional $400 credit has been authorized for the inconveniences on this rental. This brings the total compensation on this rental to $500, $400 for the request for the condition of the truck and $100 towards the fuel. We normally do not credit for fuel due to the MPG is just an estimate. For our 26' truck the estimated MPG is 9MPG. Many conditions can affect this number, including driving with a load, towing, weather conditions and the vehicle speed. Again, we apologize for the inconveniences you and your family experienced. Please contact me back when you have a chance regarding this matter. Thank You, [redacted] UHC of S. Colorado ###-###-#### Phn. ###-###-#### Fax

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

August 2, 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 Southern CO, followed up on the information Mrs. [redacted] provided. She informed our office she sent the following email:

Good Morning [redacted], I apologize for not getting with you Wednesday as originally planned. In addition, I'd like to apologize for the issues you and your family experienced while driving to your destination. For each rental there's a checklist that is completed upon checking the equipment back into our system, issues such as the alignment and blinkers should all be caught during that time. We strive to make each move easier for our customers, when that doesn't happen we have to take a step back to see where we failed and need to improve. After reviewing your rental and the history of the equipment on your rental the truck was taken to the local shop in Florida after your rental - so the mechanical issues have been rectified. Our President will be speaking with the Area Field Manager, [redacted]n [redacted], and the renting location regarding your rental, the customer service given and the inspection completed on the truck prior to your rental. In regards to compensation, an additional $400 credit has been authorized for the inconveniences on this rental. This brings the total compensation on this rental to $500, $400 for the request for the condition of the truck and $100 towards the fuel. We normally do not credit for fuel due to the MPG is just an estimate. For our 26' truck the estimated MPG is 9MPG. Many conditions can affect this number, including driving with a load, towing, weather conditions and the vehicle speed. Again, we apologize for the inconveniences you and your family experienced. Please contact me back when you have a chance regarding this matter. Thank You, [redacted] UHC of S. Colorado ###-###-#### Phn. ###-###-#### Fax

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.

Dear Ms. [redacted],

Thank you for your message – my apologies in the delay in getting back to you.

I appreciate the amicable attitude and the fact that U-Haul is willing to take some responsibility for the negative experience related to the rental.

I also appreciate the fact that U-Haul normally does not compensate for fuel consumption in excess of the estimated average, and that the average MPG is affected by a number of factors. However, in this case, as I previously stated, I doubt there is any circumstance where this particular truck would average the 10 MPG, which is stated on your website for the 26" truck ([redacted]). Even you state in your message that this figure is not correct, and that the correct average would be 9 MPG. As stated in my email, we averaged 6.2 MPG, which is so far off from the given estimate of 10 MPG, that I can only conclude that either 1) the statement made on your website as to MPG is deliberately incorrect, or 2) this particular truck consumed more fuel than your normal 26" truck. In either case, I consider the statement of fuel-efficient and estimated 10 MPG to constitute fraudulent misrepresentation on U-haul's part in this case. The actual fuel consumption is not even in the same ball park as the marketed average.

My original claim was for a compensation of $1,000 ($900 taking into account the $100 credit already issued). Your suggested compensation is a further $400, totaling $500. As this figure barely covers the cost of fuel in excess of the totally inaccurate MPG disclosure made by your company, I cannot accept this as a resolution. It is my suggestion that we compromise on the remaining $500 at dispute, and I will consider this matter resolved with a further credit of $250 on top of what you have already authorized.

I would like to mention that we have previously moved from California to Colorado, and rented a Penske truck – unlike with U-Haul, the disclosures made by them in relation to fuel consumption were in the correct ball park, and we were quite happy with the truck rental.

Sincerely,[redacted]Managing DirectorTel: +[redacted]

[redacted] LLC[redacted]

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.

Dear Ms. [redacted],

Thank you for your message – my apologies in the delay in getting back to you.

I appreciate the amicable attitude and the fact that U-Haul is willing to take some responsibility for the negative experience related to the rental.

I also appreciate the fact that U-Haul normally does not compensate for fuel consumption in excess of the estimated average, and that the average MPG is affected by a number of factors. However, in this case, as I previously stated, I doubt there is any circumstance where this particular truck would average the 10 MPG, which is stated on your website for the 26" truck ([redacted]). Even you state in your message that this figure is not correct, and that the correct average would be 9 MPG. As stated in my email, we averaged 6.2 MPG, which is so far off from the given estimate of 10 MPG, that I can only conclude that either 1) the statement made on your website as to MPG is deliberately incorrect, or 2) this particular truck consumed more fuel than your normal 26" truck. In either case, I consider the statement of fuel-efficient and estimated 10 MPG to constitute fraudulent misrepresentation on U-haul's part in this case. The actual fuel consumption is not even in the same ball park as the marketed average.

My original claim was for a compensation of $1,000 ($900 taking into account the $100 credit already issued). Your suggested compensation is a further $400, totaling $500. As this figure barely covers the cost of fuel in excess of the totally inaccurate MPG disclosure made by your company, I cannot accept this as a resolution. It is my suggestion that we compromise on the remaining $500 at dispute, and I will consider this matter resolved with a further credit of $250 on top of what you have already authorized.

I would like to mention that we have previously moved from California to Colorado, and rented a Penske truck – unlike with U-Haul, the disclosures made by them in relation to fuel consumption were in the correct ball park, and we were quite happy with the truck rental.

Sincerely,[redacted]Managing DirectorTel: +[redacted]

[redacted] LLC[redacted]

Regards,

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, reviewed the information Mrs. [redacted] provided. She sent them the following email in response:

Good afternoon [redacted], I've spoke with the President regarding your response. A $250 VIP Certificate has been authorized as a compromise regarding your rental. As stated previously the mpg listed online are estimations for ideal driving circumstances and are not a guarantee. I would also like to correct my previous email where I stated online listed 9 mpg, I apologize for this mistake you were correct online it does state 10 mpg. I will be issuing the VIP after sending this email. The VIP is valid for 2 years and valid for any U-Haul product or service. Thank you, [redacted] of S. Colorado ###-###-#### phn. ###-###-#### fax ext [redacted]

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

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, reviewed the information Mrs. [redacted] provided. She sent them the following email in response:

Good afternoon [redacted], I've spoke with the President regarding your response. A $250 VIP Certificate has been authorized as a compromise regarding your rental. As stated previously the mpg listed online are estimations for ideal driving circumstances and are not a guarantee. I would also like to correct my previous email where I stated online listed 9 mpg, I apologize for this mistake you were correct online it does state 10 mpg. I will be issuing the VIP after sending this email. The VIP is valid for 2 years and valid for any U-Haul product or service. Thank you, [redacted] of S. Colorado ###-###-#### phn. ###-###-#### fax ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Tuesday, August 6, 2013 4:27 PM

To: [redacted] - [redacted] <[redacted]>

Subject: Re: U-Haul Reference #[redacted]

Dear Ms [redacted],

Thank you for your response. Unfortunately, I do not plan on purchasing any further services from U-Haul based on this experience. A credit towards purchasing U-Haul products or services is therefore not an acceptable resolution. If you cancel the VIP and issue a credit towards my credit card instead for the same amount, I will consider the matter resolved.

Sincerely,[redacted]

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.

From: [redacted] <[redacted]>

Date: Tuesday, August 6, 2013 4:27 PM

To: [redacted] - [redacted] <[redacted]>

Subject: Re: U-Haul Reference #[redacted]

Dear Ms [redacted],

Thank you for your response. Unfortunately, I do not plan on purchasing any further services from U-Haul based on this experience. A credit towards purchasing U-Haul products or services is therefore not an acceptable resolution. If you cancel the VIP and issue a credit towards my credit card instead for the same amount, I will consider the matter resolved.

Sincerely,[redacted]

Regards,

Review: My story is similar to most. I booked a truck over the phone and was advised my rental would be ready around 11:30, The U Haul representative then advised I needed to secure the rental with my credit card, I advised that I did not want to have my account debited and that I intended to pay with cash, she advised that would not be a problem and assured me that the account would not be debited. Once I arrived in the store I was told U Haul not only Double booked but triple booked the rental. The store manager showed me the other options he had available. I advised the manager that the van options were not sufficient, the manager said "Just try it you might be surprised" After driving 44 miles to pick up the items, the items indeed did not fit and at that time I drove back with out my items. I came back into the store after fulfilling my contact and making sure to fill up the tank the manager then told me he would not be willing to provide me a full refund but was willing to give me $10.00 off the rental and anything else would have to go through corporate. I then went home to find out I was also debited the amount as well. I went back to the store and they did refund me the cash amount. I then called corporate who advised they would refund my the entire amount plus give me a $50.00 credit for my next rental. 3 months later 2 disputes later I still have not received my money back. I have spoken with several reps who advised they could not assist me because of the open disputes, I found it rather odd that they had no recollection of the phone calls or any notations, however when I called again and spoke with a rep she was able to find it right away. She advised that because the money appeared to have credited and debited that the dispute I placed with the bank would continue to get denied. I advised her this money was promised to me by U Haul she advised she would have a manger call me back in 3-5 business days and re-open the file.Desired Settlement: I would like the $84.49 to be reinbursed to me as promised.

Business

Response:

October 17, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Eastern FL, followed up

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

issued a refund for $84.49 back to Ms. [redacted]'s Visa account for

the remainder of the charges. The credit should post on her next

credit card statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: My name is [redacted] I reserved a 14 foot U-haul truck on May 30th to be picked up at 6:45pm which was to reserved for 24 hrs. Upon getting to the location I find out that the truck reserved had already been booked back in May. At that time of pick - up I was stuck with a rental that according to the location had to be back by 7 am 05/31 as the truck was scheduled to be rented out. I never completed my move. For falsifying the original reservation I feel that U-haul should refund the entire charge of my rental otherwise I will be contacting the Attorney General's Office.Desired Settlement: Entire rental charge credited back to my account

Review: I rented a U-Haul truck that was a complete deathtrap. The brakes were to the floor and I literally felt like I was going to die driving it. I was on an extremely tight time schedule headed to meet a commitment to pick up furniture so I did not have the luxury of taking another hour out of my day to return this uninspected/unsafe vehicle back to the pickup location so I was stuck with it. In addition to the issue with the brakes the cup holder console was a mess, dried up spilled juice or something sticky all over it. When I rented this truck, given that U-Haul is a reputable company, I assumed that I would be issued a vehicle that was both inspected for safety and cleanliness. That was not the case. I could live with the dirty interior but the issue with the brakes was simply unacceptable. U-Haul should never put their customers in harm's way like this. I called the corporate office on Monday to explain the issue and express my dissatisfaction and nobody seemed to care, as if to say "this is just how it is". Given the circumstances, I thought a refund was in order, my experience was terrible. I was transferred to a corporate billing group and spoke to a gentleman who was extremely rude and not empathetic in any way. He said he was going to open a case to request a refund for me which, after calling to follow up on it, I found out he never opened. I then called U-Haul customer service again to explain the issue and they did open a case but almost immediately I received the following unprofessional response, with spelling and capitalization errors and seemingly sent from some sort of hand held device, from somebody named [redacted]. I know it's from U-Haul but I have no idea if this was from customer service, the store, billing...no idea as the email was not signed.

From: [redacted] > To: [redacted] > Subject: U-Haul Reference #XXXXXX

>

> Mr Customer,

> Thank you for the concern, I will have my repair shop look into this. I apologize for inconvience but I will not be compensating you for this move.

The bottom line is that this was a terrible experience. I'm assuming U-Haul cares about this but based on my interactions thus far it doesn't appear that this is the case. Never should the renter of a vehicle feel unsafe behind the wheel. I paid full price for what should have been a safe, clean vehicle. I was issued a unsafe, dirty vehicle and I'm requesting my money back.Desired Settlement: I would like a refund.

Business

Response:

May 23, 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 of Hanover, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email with an apology for the trouble our truck caused and advised him she issued him a refund for $50 as an adjustment. The refund was issued to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

According to the response from U-Haul, both of these actions below have already taken place yet I do not have the email or the refund.

1. An email with an apology for the trouble our truck caused advising me of a $50 refund to my credit card.

2. A $50 refund to my credit card.

Regards,

Business

Response:

May 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sandra Gardner, our President for our Rhode Island regional office, reviewed the recent information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she confirmed the $50 refund was issued on May 23rd back to his [redacted] account but that it can take 5 business days to post on his credit card account. Ms. [redacted] also left her telephone number in case Mr. [redacted] had other concerns or wished to speak to her.

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: First trailer rented would not meet our needs. Went to exchange for a different type and they refused to rent to us. On Saturday, 9/29/2012, we rented a trailer for Sunday, 9/30/2012. The original Master Order Number was 27509770. The contract was for a 6' x 12' Utility Trailer; Reservation #27509770. The amount of the original contract was $29.95 for the trailer, $8.00 for SafeTow coverage and tax. The second trailer ended up being $54.95, with $8.00 for SafeTow and tax. Not to mention the extra gas money we spent driving to the south end of Grand Rapids! The payment was made on our VISA credit card. The amount was $66.23 (I believe). I cannot remember the name of the sales rep at either location, but I do know that the worker at the Plainfield location was rude to not only the people who picked it up, but me (on the phone); my son when he went to exchange vehicles, and again on the phone when we called to see if he knew where we could get one. Apparently, I rented the wrong type of trailer and we actually needed a flat car trailer. My son went to exchange the trailer and when he explained we needed to switch the type of trailer because the first one wouldn't work, the worker replied that "the first one was a 6' x 12' and now you need a car hauler? Well obviously you are not hauling a car then". My son replied that yes he was, the worker said "no you aren't" and refused to rent the trailer to him. When my son asked why not, the worker said that's our policy -only autos are transported on those trailers. My son explained that we were moving a Pontiac V-6 (which is what they were told when we called back to change the type of trailer). My son then asked the worker if he would contact the store on Alpine Avenue and he would not do so. So, we spent time making phone calls to see what locations were open on Sunday that had the type of trailer we needed. We ended up finding one at the other end of Grand Rapids. This meant that instead of driving 5 miles (less than 10 minutes) - we had to drive closer to 20 miles. And with gas being $4.00 a gallon, using an Expedition to haul the trailer - gas was outrageous! Not to mention that doing all of this put us several hours behind schedule. I then decided to call and see what could be done about returning the trailer to either the Alpine or Plainfield location, as I felt it was your employee's fault (not to mention his attitude), that cause us having to travel to the south end of Grand Rapids. I was told we could only do this if we paid an extra $100.00! When I explained the situation and that I didn't believe I should be penalized this way, they talked to someone who said "no, they are upholding this policy". When I continued to express my frustration and unhappiness with this, they said I could speak with customer service. After a lengthy time on hold, someone came on the line and said that they were not going to allow us to return it to a different location unless we paid the $100 penalty. I tried to explain to him that I did not feel that this was fair and his response was "I talked to our employee at the Plainfield location and he said that when 'you' made the initial reservation you 'told' him you were moving a playset"! Too bad I made the original reservation on the internet (meaning I didn't speak to anyone), and when we called to change the type of trailer - we repeatedly told him we were moving a Pontiac V-6!! Even when I told the customer service representative that I wanted a refund (or at least a partial refund), and said that I was going to dispute the charges with my credit card until this matter was resolved, file a complaint with their corporate office and the Revdex.com - he didn't care! The attitude of every employee we dealt with on Sunday was horrific - no way to do business. The following URL (website address) below can also be used to gain access to download a copy of this complaint: http://www.westernmichigan.Revdex.com.org/complaint/view/37038045/b/m3fo6r3uDesi...⇄ Settlement: Due to the refusal of U-Haul to follow through on their end of the contract and let us take the trailer we needed, and we ended up driving to the south end of town 4 times, the attitude of the store employee, the supervisor on the phone and the customer service employee, I am demanding that our money be returned - in full! To be treated this way by someone we were paying money for a service to is completely wrong. The attitude of employees, the treatment we received, having to go some place else to pick up the trailer, everything...we feel we are entitled to a total refund.}

Business

Response:

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

Jim Meredith the President in our Wyoming, MI Regional Office spoke to Mrs. [redacted] and informed her a refund for $66.73 would be refunded to her Visa Card. The credit will appear on the [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,

Paula Fontaine

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. We deeply appreciated receiving a phone call regarding our problem. It was nice to feel that we actually mattered!

Regards,

Review: this is the email I sent them after the factNot to be rude, but someone at your company needs to look up the definition of the word 'reservation'. I made mine on August 7th, 2012, for 8am September 1st, 2012. I was then contacted by [redacted] confirming pick-up at 8am. about a week and a half later, the same woman from [redacted] called, asking if I'd mind switching my reservation to 2pm the same day to accomodate someone else. I said I couldn't, due to the fact that I work at 3pm that day. as far as I knew, everything was still a go for my 'reservation'. On Wednesday, August 29, 2012 (three days prior to my 'reservation', the same woman calls to inform me that the truck I 'reserved' was no longer available, due to some 'one-way' issues and that the 2pm one is still available...unbelievable! I work for a hotel and deal with reservations everyday...I couldn't imagine (and would be fired for) doing that to a customer. I then spent an 1 1/2hrs on the phone with [redacted] from your head office Wednesday morning, and continued on Thursday morning...she tried to help by reducing my cents-per-klic, but I told her it was small compensation for the work shift I would lose, and the fact that only my 63 year old father would be available to help at that time. She said she couldn't do it anymore. I asked to speak to the supervisor, to which she said would call me back soon...and I'm still waiting for a call that doesn't seem to be coming. Do to u-Haul's incompetence, I am forced to cancel my 'reservation' to avoid your $50 cancellation fee, which seems kind of ironic. All I received from this experience is a headache, lots of wasted minutes on my cellphone, and being stranded on Saturday when someone's supposed to be moving in to where I'm supposed to be moving out. Take note...I will be reiterating these comments to the B.B.M. tomorrow WORD FOR WORD, making sure all family, friends, co-workers, etc. know how 'reservations' work at your company, and taking my business elsewhere.Regards, [redacted]Desired Settlement: An apology, a proper explanation, and possible compensation (gift certificate?)for time wasted, cell phone minutes wasted, and the extra labour involved when friends were unavailable to change their plans at short notice, and wear and tear on my elderly fathers van due to the fact it was a long, holiday weekend, and no other trucks were available at other companies on such short notice.

Business

Response:

September 12, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern Ontario, followed up on the information Mr. [redacted] provided. She informed our office she personally assisted Mr. [redacted] during the scheduling time of his reservation. Options were offered but he was unable to secure the equipment at those locations. The last option Ms. [redacted] offered was with a reduced mileage fee but he opted to cancel the reservation.

Ms. [redacted] issued a check to Mr. [redacted] for the $50 Reservation Guarantee Fee. He should receive the check within the next 10 business days. As we value Mr. [redacted] as a customer, she also sent him a $35 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On March 17, 2015 I went into the Uhaul store and reserved a 26 ft moving truck for Saturday March 21, 2015. The girl who did my reservation, [redacted], did not inform me that there was a $105 deposit required. When I arrived on Saturday to pick up the truck, [redacted], the store manager, informed me of the deposit. I told him I knew nothing about it and wasnt sure if I had that amount in my account or not. He then told me instead of running my card as a debit card, to hit the red X on the card machine and run it as credit. He said then it would only "hold" $65 for the deposit. I used the truck and returned in a few hours later. Upon check in, another young man checked my mileage and gas and said I would only be charged $54.16. On Tuesday, March 24, 2015, my bank account was charged the entire $105.00 I immediately called customer service and got no where so I went back to the store location. Again this girl [redacted] was working. She tried to tell me I ran my card as a debit card and I know I did not because I did not want to be charged $105. She told me it didn't matter and rolled her eyes at me. I told her it DOES matter because it's MY money not hers. I repeatedly asked her to get someone on the phone to help me, either the store manager or corporate office and she refused. She finally did give me the store manager [redacted]'s number and I called him while in the store. He told me my bank would eventually refund my money. I DID NOT give them permission to charge my account $105! They did this in the past with my storage unit, taking money out of my account without my permission. IT IS THEFT! I plan to file theft charges against them for this. I was told the deposit was going to be $65 when my card was ran as credit not debit and that it would only be "held" until I returned the truck. I was never told I would be charged that and maybe someday get a refund of the difference. I will also be filing a complaint with the FTC and hopefully this store will be out of business with their shady practices.Desired Settlement: After dealing with Uhaul unlawfully taking money from my account repeatedly, I want a full refund of my money for my hassles and I want a full apology from both [redacted] and [redacted].

Business

Response:

March 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate U-Haul processed the charge and the credit on the same day, March 21st, to Ms. [redacted]’ [redacted] account. However, a bank has up to 30 days to post the transaction to the account. Our GM for our U-Haul Moving and Storage of Elyria, [redacted], advised our office he personally handled Ms. [redacted]’ truck rental and she used her card as a debit transaction. Mr. [redacted] explained to Ms. [redacted] how the refund would take place. Ms. [redacted] went as far as to pause the rental and checked the balance of her bank account on her phone. The total amount collected was $54.16 for the rental.

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.The GM is NOT telling the truth at ALL!! I told him I didnt think I had that amount in my account. He told me specifically to hit the red X on the credit card machine so that it would run as a credit card and NOT my debit card and would only hold back $65 and NOT $105. I did NOT check my account balance on my phone at all! That is a blatant lie! When I can into the store to complain about being charged the way I was, at that point I brought my checking account up on my phone and showed the girl [redacted] and another young man that was in the store working what my account had been charged and that there had been NO credits back to my account. Never did I check anything on my phone when I first rented the truck. The people who work at that store of deceitful and dishonest! No one ever explained to me when I scheduled the truck with [redacted] that I would be charged an expensive deposit. And when I rented the truck I was told BY THE GM that they would only "HOLD" $65 until I returned the truck and then my card would only be charged the money that I actually owed. These people are the worst type of business people. They lie and cheat and did NOT have permission to take money out of my account that I did not authorize. They try to say they have a signed contract but what they do is make you sign on a credit card machine with a plastic pen and you arent even able to see what it is you are signing. I ASSUMED I was signing for what the GM [redacted] told me I was signing for. Little did I know they pulled a bait and switch and it was all a lie. SHADYYYY practices. I want a full refund!!!!!!!!!!!

Regards,

Business

Response:

April 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Dear [redacted] I am responding to your Revdex.com Concern. A review of your traction was done, along with interviewing all employee involved in your tranaction. The tranaction was completed as per U-Haul policy. The contract [redacted] made on 3/17/2015 show a debit charge of $ 105.00 requiring the customer to enter a pin. The amount is shown on the screen prior to obtaining approval. The In-Town Rental (Out) contract shows a debit transaction. The contract is signed by [redacted]. The In-Town Return (In) contract shows a credit to your Debit Card ending in [redacted] for the amount of $50.84. As our contract states "U-Haul immediately issues and processes debit and credit card refunds. Federal requlations allow banks up to five days to process refund requests. Credit processing delays are caused by a customer's issuing bank that takes advantage of this regulation." In conclusion no additional compensation will be given. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. Please accept our sincere apologies, and we look forward to serving you 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: I rented a U-haul truck on August 10th 2013... When it was given to me, the service technician that handed me the keys, never went over any information, never went over an inspection check list, in fact I am pretty certain that I was given this truck almost immediately after it was dropped off by two other people. The truck appeared to be in good condition, and the move went well. The following day I dropped the truck back off (the location wasnt open yet) as customers are permitted to do. I go home and two hours later get an email telling me that I will be charged 222.00 for my rental. The millage was correct and rental fee was correct, however I am being charged for supposedly a hole in the tire of the truck. I absolutely did not have a hole in the tired of this truck because it would have been impossible to drive it back with a blown out tire.There was an accident report attached that I never signed off on. I never received a phone call asking what happened to the tire, I was just charged. When I called to speak with the store manager (call was recorded as it was done from work) he was very rude and dismissive.I asked for the footage to be pulled from my drop off so that I can determine if something happened to the truck after I dropped it off. I never got a call back or anything.There is absolutely no proof that this hole in the tire happened while this vehicle was in my care and I signed off on paying for any "accident" that should occur. Not for changing a tired that could have been damaged AFTER I returned it, or already possibly had a slow leak or issue with it. It's a tire and things happen to tires obviously that can be out of a persons control. There was never an accident and I am consulting with an attorney as I don't feel responsible for something that can not be proven. The management is extremely disrespectful and rude. Very unprofessional and do not follow business etiquette whatsoever, which makes me further question what REALLY happened to that tire...Desired Settlement: I am willing to pay for the damage if evidence is furnished to me that the truck was returned damaged. They have security cameras. I would like to personally see evidence that I brought in a truck that had a flat tire. Or I would like to see the DATED inspection report of this same truck that was done prior to me leasing it for the night. If these things can not be furnished, I want the charge removed or I will file suite. It's principle...

Business

Response:

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

Mr. [redacted], our Field Manager for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office a refund for the charge of the tire was issued back to Ms. [redacted] along with an email advising her of the refund.

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