J.R.J. Tara Corporation

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: 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: UHAUL location at [redacted] agreed to charge for a two day rental if truck returned that eve. I was also in touch with corp office who confirmed - when I arrived at Uhaul to give truck back - I was told to leave keys as they coukd not see me T that time and return next day - Next day Uhaul called me and told me they were charging 3 days and clean up charge - their policy states cust has to inspect the vehicle when it was checked in - they broke their own policy and are now trying to take an unjustified clean up charge as well as charge for an extra day they said they woukd not charge for.Desired Settlement: Cash deposit of100 given. Gift certificate of 150 given. Total of 250. Only 58 returned - would like the remaining 42 returned - to equal the original 100 deposit given

Business

Response:

October 4, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: 494520

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted] followed up on the information Ms. [redacted]provided. He researched the rental and spoke with the employees that assisted Ms. [redacted]during and after close of business. She was advised at the time of after-hours night drop that she could return during normal business hours and either receive her refund or square up on the balance of her rental. When the truck was checked in the following morning, it was noted that there was a broken cinder block, hay and grass all over the cargo box of the truck and an extreme amount of animal hair in the cab. Mr. [redacted] relayed he could not remove the cleaning fee and since the truck was supposed to be returned before the end of the close of the business day, he could not remove the charge for another rental period. After the VIP Certificate was applied to the balance, Ms. [redacted]received a refund for $58.72.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: Firstly, the reservation took an incredibly long time, continuously making mistakes, when I asked to get a recording of the conversation which is offered, she refused then hung up. We go to U-haul with our confirmation number, they inform us that nobody is there to move our moving pod to the warehouse location in which they ship it for you. That I would have to pay for a larger truck, as well as move it there myself and pay for the gas. Then the warehouse mislocated our belongings, and did not call us back. Leaving us to worry. Finally they found our belongings. Telling us that WE spelled our names incorrectly. Finally, We receive our belongings, completely destroyed, damaging over 1,700.00 dollars worth of our stuff. Refusing to call us back, and deal with the situation. I get a hold of a woman, who says that she can set us up with a insurance representative, and that she cannot refund our money back because they hire a third party contractor, in which she REFUSED to give me the name of that company to contact them. Insurance representative also neglects to call us back, and when she does proceeds to tell me that things were packed incorrectly. My last occupation, packing and distributing weight is all I did. She closed our case before she even received our photos of damage. Which include two holes on the side indicating fork lift trauma, as well as the lock we purchased from them was no longer on the box. Actually, the latch we locked our lock on was completely torn off as well. I am at my wits end trying to call these guys, and getting them to acknowledge their many mistakes and horrible cruel treatment. I feel as though I paid these guys to destroy my precious belongings and then rub my face in it time and time again afterwards. Some of these belonging are heirlooms, precious memories, and basic day to day stuff. Some can not be replaced. If you ask me my money was not well spent.Desired Settlement: I spent 1,108.19 dollars on this move, to be neglected, forgotten, treated with disrespect, and had my livelihood compromised. The least they can do is admit their terrible service, and do the right thing and help us start over. I am not really sure how to proceed because they claim that they can not refund us because they pay a third party participant to move our belongings. They refused to give us the name of that company.

Business

Response:

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

[redacted] Insurance Company advised our office they have a file set up for Ms. [redacted] under Claim# [redacted]. The adjuster assigned to her claim, [redacted], left a message for Ms. [redacted] on or about January 21st explaining her claim was in the process of being reviewed for resolution. Ms. [redacted]’s supervisor is [redacted] and can be reached at ###-###-####, ext. [redacted] if Ms. [redacted] wishes to speak to her.

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

Sincerely,

Executive Assistant

U-Haul International

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.

Hi, I am upset with Uhauls response because the insurance [redacted] they referred us to has been evasive. [redacted] did contact me but always at 5:59 pm so I cannot respond to her that day. They closed the case before they received the pictures showing damage and then lied to me about receiving them. They then reopened the case at my request but continue to push the meeting regarding the claim back due to [redacted] being out sick, on vacation, or out of the office for another reason. They were supposed to have the meeting this past Friday, January 31st but I have not heard a response from this meeting and will be calling Jasmine on Monday.

Review: I rented a 14' uhaul to move from Arkansas to Louisiana. I picked up the uhaul on Friday February 21,2014 and there was a check fuel cap light on when I picked up the uhaul the representative at the sherwood, arkansas location told me it was fine and to just drive it. I had went to pick up a few things Friday evening and noticed that I was going through a lot of gas and just figured it used a lot of gas. On Saturday February 22 I finished loading my stuff and went to fill it up before I got on the road when I noticed that the truck had leaked a lot of fuel out from underneath the truck (which I have pics of) so I took it back to the sherwood arkansas location and asked to talk to manager. He walks up and says what do you need I informed him of the issue with the truck and he said that he didn't know what I wanted him to do it wasn't his problem and that if we didn't leave the lot he would contact the sherwood police. We just wanted someone to help with the problem and fix it or get us in a new truck. Which he was no help then has the nerve to tell me that the truck needs to be moved from the front of the building because it smells like gas leaking. REALLY!!!! I told him I was not moving it and he could move it which he finally did to the very back corner of the parking lot. Finally after contacting roadside and the District manager and 2 and half hours later we were put in a new truck in which he said that they didn't have. Then they give me a $50 credit to uhaul which after this experience I will never ever use. I don't know how uhaul can rent a truck that they know has a fuel leak and then act like they don't have to help you and it is all the customers problem.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Arkansas regional office, followed up on the information Ms. [redacted] provided. He spoke to Ms. [redacted] and addressed her concerns. He explained our Roadside Assistance Program and the steps necessary to obtain help. Mr. [redacted] assured Ms. [redacted] he would follow up with our GM and 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

Review: I am using there U-pod service to ship my belongings from Torrance, CA to Seattle, WA. I have loaded my belonging on 02-27-2014 at the U-Haul of Torrance, [redacted] ###-###-####. They moved my U-pod box to another facility the end of day to U-haul of Old Town [redacted]###-###-#### as I was told. The second facility has no knowledge of my u-pod and I am directed to a u-pod customer support number and a regional office that has no communication with these facilities.

[redacted]Desired Settlement: My stuff needs to be shipped to U-Haul Moving & Storage at Rainier [redacted] ###-###-####. I also need a confirmation that my items are still in U-haul possession and are being shipped.

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Los Angeles West regional office, followed up on the information Mr. [redacted] provided. She advised our office our GM of our U-Haul Center spoke to Mr. [redacted] and informed him they would discuss a resolution when the U-Box arrives, which should be the beginning of next week.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Hello,

I have received my stuff thankfully on Monday 3-17-2014 and was able to pick it up on Tuesday 3-18-2014. Prior to the shipment I was advised by the LA GM I would receive updates on the progress of the shipment and spoke of a resolution that hasn't been brought forth regarding this issue. The company has no method for customers or themselves it appears to track their shipments, and this has been a painful experience to have them do their job for me. Especially needing to get in touch with regional and national management to track my stuff down.

-[redacted]

Review: I rented a uhaul moving truck from uhaul on Apple ave. in muskegon Mi. on Fri. 3/14/14. The Representitive said his name was [redacted]. The original estimate for the rental was 131.60. That incuded 29.95 rental,14.00 insurance,and 80 miles @ .99/mile plus tax. The truck had xx281.5 miles and under 1/4 tank of gas, which cory signed the original receipt stating the gas level. He said to make sure it was back before 7am to avoid an extra charge. I returned the truck eairly the next morning(1:30am) right after putting 5.5gal.($21 at $3.78/gal.) of gas in the tank(putting the gas gauge at 1/4 tank.) Which I have proof of. A copy of the gas receipt was returned with the keys in the keydrop(as instructed). While returning the truck I checked the milage and I had used 46 miles. Way under the milage estimate. At 8 miles per gallon(told to me be "[redacted]"as a low estimate) thats exactly 5.75 gal. of gas used(5.5 put back in truck). After removing the over estimated millage from the bill, it should of came to $96.86 with tax. The next day(Sat.) the 131.60 charge was still pending on my account and an added 14.03 charge. I contacted them and asked why. "[redacted]", the same rep. I rented the truck from,said the 131.60 will go down to the 96.86 but the 14.03 was a gas charge. I told him I gave them the reciept for the 5.5 gal. He Told me "[redacted]" the manager checked the truck in at 1/8 tank. I said that was a mistake. I have proof the gauge was at 1/4 when I returned the truck. He said I would have to talk to the manager "[redacted]". I decided to wait until all the pending charges went through to see if they had corrected the error. On tues. 3/18/14 the final charge by uhaul was 151.34 AND 14.03 ($165.73 total) I went to the business to talk to "[redacted]" the manager and the two other reps pointed to the same Rep. I talked to originally "[redacted]" Now his name is "[redacted] brown" He said he checked the truck in at 1/8 tank and he can't do anything about it. The 151.34 and 14.03 charges were correct. He did again tell me I only used 46 miles and that came to 98.85. So the extra 66.52 is a gas charge for 5.75 gal.(which I did put back in 1 block down from reurning the truck) Thats $11.57 per gal! He told me as I was walking out that they don't make extra money on fuel charges so why would he overcharge me. 11.57 PER GAL! The math doesn't lie. I was CLEARLY overcharged and they will not return the difference.Desired Settlement: I want the the overcharge return ($66.52) Uhaul should investigate their employees

Business

Response:

March 21, 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 Muskegon, followed up on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $30 fuel fee in the interest of customer good faith. Mr. [redacted] explained the truck was not refueled properly when it was dropped after hours. The refund should post on Mr. [redacted]’s next Master Card 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

The total amount charged to my credit card was $165.37. The price for the rental was $29.95, $14.00 insurance, and $47.42 for mileage (47.9 miles @ .99 per mile) I was told specificly that there is no extra day charge if returned before 7am. With tax (6%) that comes to $94.85. That’s a $68.52 over charge. The mileage charge on the invoice is also incorrect. The truck was obviously not checked in correctly. Whoever checked the truck in is either lying about the reading or checked the wrong truck. The gauge was under 1/4 when rented and over 1/4 when returned. I used 47.9 miles, MORE than the 46 miles charged on the invoice. Once again, obviously not checked correctly, if at all. If the gauge was right at a 1/4 when I rented and I used 47.9 miles @ 8 miles per gallon that’s exactly 5.9 gallons used. My receipt is for 5.5 gallons. The gas station(Wesco) has video of me putting gas in the UHAUL truck less than 2 min. before returning the truck(I'm sure there is video of the truck return also) That leaves the truck at 1/4 tank when returned(30 gal. tank = 3.75 gal. per 1/8th tank). Whoever claims to have checked the truck in got the mileage wrong along with the fuel gauge. I believe this overcharge was deliberate. If not, than this is extremely poor work ethic. I will not accept anything less than the amount I was overcharged. $68.52.

Regards,

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, reviewed the information Mr. [redacted] recently relayed with our regional office. Mr. [redacted] and his staff followed proper check in procedures when Mr. [redacted] dropped his truck off after hours. Please be advised our decision in the matter remains the same. The refund for the $30 fueling service fee was refunded in the interest of customer good faith and no further refunds will be issued.

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.

I've attached a copy of the original contract from Uhauls website. Let me know if it doesn't come through and I can email it. It has a total charge of $165.37. I would like a detailed explaination of the charges at the stated rates on the contract.(Safemove was $14). Even with the $30 "fuel charge" returned that leaves $135.37. That over the 131.60 original estimate which was for 80 miles(47 mile used stated on the contract). At the stated rates on the contract, at 47 miles and $14 ins., the total bill would come to $95.91 including taxes. Thats a $69.46 overcharge according to Uhauls own contract. I would then like the remainder of the over charge returned to my account. I have filed a dispute through my Credit Union and MasterCard for the remainder of the overcharge. I will drop the dispute as soon as the balance is returned.

Regards,

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: 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: 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: I rented a Uhaul which had an empty tank when I picked it up in [redacted] - The clerk helping me in [redacted] didn't have me sign ANYTHING regarding the gasoline level... When I returned the truck the same night, I left it with just around a 1/4 tank of gas in the tank. The next day I get a bill from Uhaul stating they are charging me $70 for gas charges!!!!!!! This is theft and absurd! Unless they can provide me with a signature stating I agreed to any kind of gas level before leaving the [redacted] office, I want this money back on my card ASAP!Desired Settlement: I want the $70.00 charge for "gasoline" put back on my card. I also want 1/2 the amount of my entire order refunded for such horrendous customer service. The last time I used Uhaul I was given a $25.00 gift card because they tried to steal money from me then... They need to be investigated if this is what they do to every customer.

Thanks,

Business

Response:

June 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office that the contract and the the dispatch tag that were both signed at time of rental shows the fuel level was at 3/8 of a tank. The truck was returned with 1/8 of a tank. In the interest of customer good faith, a refund for the $30 service fee to refuel the truck was refunded along with $25 for the VIP Certificate. The refund should post on Mr. [redacted]’s next credit card statement. No further refunds 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: 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: Advertised a price of $39 online. Confirmed order for a 21 ft truck pick up at a [redacted] location. Sent me email to pick up a 26 ft truck at the [redacted] road location and then charged me $118 for rental. 1. Not what I ordered and was confirmed2. Nt size of truck I ordered and was confirmed3. Was not the price if my order and was confirmed.4. Expected yo pick up truck at 0800 but was told not until noon.5. Multiple calls made and nobody would help me. One call taker essentially told me this was all my problem.7. I arrived at 1300 and the clerk told me the unit was still due at 8 pm even though they caused the disruption.The agree soon price, vehicle, and pick up was not granted, nor the time frame. I am deeply frustrated as I lost a couple hundred dollars while movers sat around. False advertising. Clerk stated they to this all the timeDesired Settlement: I'd like my funds returned as this was the worse case of poor customer service and false advertisement I've seen.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:A review of your reservation does show you requested [redacted] for a pick up location, but there was not a truck available there, so the rental was placed at the [redacted] rd store - the truck you received was $39.95, but you also had to pay 99cents per mile for the 68 miles you drove it and an appliance dolly for $10.00 and 12 furniture pads for $10 were rented - that is how you final bill ended up at $137.59 - I cannot see anything incorrect with the contract - I can reduce your mileage charge from .99 to .59 cents per mile and refund $27.20The refund was issued back to Ms. [redacted]’s Master Card account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I called Uhaul on 8/29/14 to determine what time the storage location closed. I called the store but got transferred to the customer service line because the actual store was closed. I spoke to a gentleman who did not at all listen to my question. I repeated it several times what I was asking. I knew the store was closed but needed to access my storage unit, so I needed the time that the storage units closed. He was obviously extremely frustrated and began to get very rude. All the sudden the call drops and rings to another customer service representative. I was never told by him I was getting transferred nor was the new rep aware of my question. Because he was unable to help me, he decided to [redacted] me off on someone else and didn't even tell me, which is completely ridiculous. The new representative called the store manager and did get the time for me. I let her know I wanted a call from a manager. She asked if I knew his name and I said no. She said there was nothing they could do without it. However, their phone system says all calls are monitored and recorded. They have the capability to pull my call. The next morning, 8/30/14, I get an email from her asking for his name so she could figure out where to place my call. She stated she was unable to place my call because she doesn't know where the problem started so she placed it with the store. That is unacceptable. I made it very clear where it went wrong.

Complaint #2: I rented a truck from the location on 1[redacted]. I had no problems renting it. It was due back at 1 pm but I was told if I needed it longer just give them a call and it would be no problem. So at approximately 11:30 am I called the store. I spoke with [redacted]. She could not find my contract to extend the time. I made sure with her, I called the correct location and she confirmed it. She told me to hold. I was transferred to someone else. I gave them my information for the rental so they could extend it. She had no record of it. I asked where was she located. She was an employee at the store on Rinehart Road. So [redacted] transferred me to another location after I told her my rental was through her store. The woman at the Rinehart store transferred me to the customer service center. I was hesitant to speak with them at this point. The gentleman was able to find my rental and extend it till 5. He said he would let the Uhaul center know. My mother got a call at 3 pm from the store where I rented the trailer. They demanded the truck be returned, it was due at 1, and where was I. I called the store back and told them I spoke with customer service and got it extended.

I received a credit for $40 for any future purchase or business at the store where I rented the trailer. Unfortunately, I will never use Uhaul again and that credit is no good for me. I am canceling my storage location.

To this day, I have not received any calls from management at the customer service center. Having 2 unpleasant experiences in such a short time span is concerning and should be very concerning for Uhaul.Desired Settlement: I waited over a week to file with the Revdex.com hoping management would call me. I would like a refund for most recent business with Uhaul. That includes my storage unit and rental.

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and left a message for a call back. She explained she was sending her another $40 VIP Certificate, making a total of $80 in Certificates, 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

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

With all of my customer service issues I do not feel uncomfortable nor do I want to conduct business with Uhaul again I have cancelled my storage facility with them and will not utilize them for any future business. This has been a very displeasing situation and having a credit with Uhaul is useless. I expressed this in my initial complaint and to Uhaul prior to filing with The Revdex.com

Regards,

Business

Response:

October 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

I am sorry to hear Ms. [redacted] still express her dissatisfaction with our company. We hope she will take advantage of the Certificates we sent her as we feel they can be of great value to our customers and are valid for two years. Please be assured her information was forwarded to management for all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 14’ U-Haul truck and auto transport online (express checkout which is advertised to be guaranteed) to be picked up on Monday, September 8, 2014 at 2:00 p.m. at 101 [redacted] Street location in Des Moines Iowa. I also purchased moving supplies online which I paid for in advance online. Upon arrival at the designated location, I was told there computers were down, and they didn’t even have my reservation. After waiting a half hour, he found my reservation and informed me that they did not have what I reserved and sent me to their location on [redacted] Avenue in Des Moines, Iowa. When I arrived at that location, they couldn’t find my reservation either. Then the person finally found it. He said he couldn’t find it because the [redacted] St location had transferred back to them. He stopped the transfer, but he had to get everything ready. According to my receipts, I prepaid for 4 extra-large space bags ($31.96), but all they had in stock was the large space bags, furniture pads (1 dozen) at $10.00 and rental of utility dolly at $10.00, which I did not get either. I have two receipts. On both receipts, I was charged for rental of the auto transport in the amount of 68.00 plus rental tax of 4.08, for a total of $76.22, so after the double charge, it came to 152.44. I also had to purchase a U-Haul Storage lock for the back of the truck, because by the time we finally got everything from U-Haul it was 6 p.m. and we were driving it to Minneapolis, MN, and knew that we would not get there in time to unload it that night. My receipts came to $148.30 and $304.22 and prepaid moving supplies $75.71.

I had movers pre-paid in the amount of $450.00 in Des Moines to pack and load the truck at 3:30 p.m. They waited until 5:30, and called and said that they could not do it until the next day because of the time. I could not wait until the next day because I had to work at 8 a.m. in Minneapolis the next day which was my first day of work, so I could not be late, and I was not reimbursed the $450.00. I had to pack and load everything by myself, including my bed, and I only way 105 lbs. I did not get to Minneapolis until 6:30 a.m. with work at 8 a.m. This shouldn’t have been the case considering I had paid for a moving company to do this for me, and they would have, except for all the problems at U-Haul. I also already had movers set up in Minneapolis, but I had to cancel that and find a new one because of all the issues.

After finally getting everything packed, I put the lock on which you had to unlock to put on, and then lock back up. Then I realized I needed to put something else in the truck, but the lock would not unlock. I ended up having to get it cut off once we got to Minneapolis. I called [redacted] as advised by U-Haul, but they said because it was not mechanical, it would cost me. Because of this I once again had to cancel movers until I could get lock cut off. I went two days without my belongings. I finally found movers that would drive the truck and transport to the designated drop-off location at [redacted], and they told us that they didn’t have room for it, and it had to be taken to [redacted], Minneapolis, MN. The truck and auto transport was dropped off on time, but I had to pay the movers an extra $40.00 in cash for the extra driving, and then U-Haul charged me extra for the mileage too. Then I kept receiving emails for four days that the truck was not dropped off and was charged late charges. This was because it was not at [redacted], it was at the [redacted] St location, where they told me to take it. All of this should have taken 1 hour, and it ended up being a 3 hour ordeal. During all of this I had called the Des Moines U-Haul location and the [redacted] location and [redacted], and nobody would help me. I was told the [redacted] place was going to call me back, but they never did. This cost me 7 hours of packing and loading, 2 days without my stuff, and 6 hours or more on the phone and trying to figure out what to do with absolutely no help from U-Haul!Desired Settlement: All of the above in charges total over $1,169.18 (because I know I am missing some of the late fee charges). I wish to be reimbursed for the total amount plus an and additional $1220.00 ($20 per hour it cost me in time 7 hours late leaving, 48 hours without my stuff, and 6 hours on phone), for a total of $2389.18. I have all documentation (receipts, emails, bank records, etc. to verify all of this and a confirmation complaint number that RSA (related to [redacted]) gave me where they documented everything which is #[redacted] and their number is ###-###-####.

Business

Response:

October 24, 2014

Revdex.com ID# 10271701

U-Haul Ref#: 700350

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

[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation on September 8, 2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.

[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her 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. Mr. [redacted] also confirmed there were no double charges for the rental to her credit card.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 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: 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,

Uhaul Box has been missing for almost a month. At this point I don't even care if they do what we payed them thousands of dollars to do and deliver the box, I just want to know where our belongings are. Most of the things in there are irreplaceable to us and I would at least like the opportunity to attempt doing Uhauls job for them.

Uhaul refuses to give us a solid answer and has nothing but lies to offer us. Each time we call asking where it is, or when it will arrive, they give us the same answer, "It's arriving tomorrow". There have been well over 7 tomorrows. We had scheduled the delivery to be 6/4/14, 4 days after we arrived at the desired drop off location. Initially, we found that Uhaul hadn't even sent a requisition form to have it moved from it's original location. We found out this information a week after it was supposed to arrive.

Uhauls COMPLETE LACK OF ACCOUNTABILITY is disgusting and they need to answer not only to me, but to the hundreds of other people who's containers have been lost, their valuables been destroyed, and lives disrupted because of some jerk that doesn't care about their customers after they've received your money. Some have even mentioned that they may be falsifying paperwork to complete some sort of contract with their local business (paper work arrives to the customer extremely late, or not at all, and then surprise charges show up only after Uhaul's own incompetence has led to the additional charge,whether it be because of a change in service or completely lacking in reason).

Uhaul obviously does not care about it's customers, as evidenced by the hundreds, if not thousands, of startlingly negative reviews on the web.

I feel like they robbed us and I feel powerless in this situation. I will never be putting myself in this position again and I was hoping that the Revdex.com would be able to help me, and if not me, then the people in the future that PURCHASE this service.

I have NEVER had such an awful experience as I did with UHAUL today. Because of a BALD tire(driver rear) the vehicle was stuck. According to Officer Randall with the Kansas City Kansas police department the truck was "defective for operation" the Uhaul driver that came to get the truck that was stuck called me a "lying troublemaker" and took the truck from my possesion, I was left with movers I had paid and no truck and all trucks in the city were sold out until June 3rd. I was spoken to in a disrespectful and hostile manner by EVERY employee except Sara(she is in the roadside dept).