J.R.J. Tara Corporation

Review: The autotransport I rented from the U-Haul of Millington, TN was defective. It detached from my vehicle when attempting to load the towed vehicle and damaged the tailgate and bumper of the towing vehicle. This was reported to REPWEST which is the insurance carrier for U-Haul and the claim was denied. The transport was not touched after the attendant attached it to my truck, other than to load and unload the towed vehicle. The denial letter states that no evidence of negligence was found on the part of the U-Haul or its employees in this incident. I don't see how this is possible if the transport detached from my vehicle when attempting to load the towed vehicle, in which case the mechanism used to secure it to my vehicle was not physically touched prior to the incident by any other than the attendant at the U-Haul location.Desired Settlement: I would like the damages incurred from this incident to be repaired.

Business

Response:

September 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our President for the U-Haul Company of Memphis, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] filed a damage claim with RepWest Insurance Company, which handles all damage claims for U-Haul. Ms. [redacted] spoke to the handling claims agent. Gathered from their investigation, after the initial hook up Mr. [redacted] drove approximately 25 miles to where he loaded his vehicle and then drove approximately another 25 miles to where he unloaded his vehicle to have some work done to the vehicle. After the work was done, Mr. [redacted] went to load the vehicle back on the towing equipment again and the trailer disconnected from his towing vehicle. Ms. [redacted] relayed this was an initial secured hook up and the claim was denied. Their decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Although I was able to initially load my vehicle on the auto transport, the unit still failed to remain attached to my truck, the result of which damaged the tailgate on my truck. This was clearly an equipment failure as the transport had not been touched other than to load and unload the towed vehicle. Regardless of the distance traveled, the unit failed to maintain a proper connection to my hitch. I have rented an auto transport from this Uhaul location before and have load and unloaded a vehicle on it several times without incident. Just because I was initially able to load and unload the vehicle the first time does not indicate the initial connection was secure. It can also mean that the unit had not yet gotten to a point where it would disconnect from the truck. Due to the resulting damage, I feel this is an even more feasible explanation.

If UHaul and RepWest are dedicated to the satisfaction of their customers they should consider the severity of this incident and the impact it can have on the perception of quality service and reliable equipment they provide. I have been a loyal customer to UHaul, and would like to know that my loyalty was not in vain.

Last week a friend of mine noticed the damage to the tailgate of my truck and inquired to the cause. I explained the entire situation and how RepWest denied the claim. He informed me that he also had a similar incident and claim with Uhaul and RepWest and that his claim was also denied. He then told me that once he reported it to the Revdex.com that the claim was satisfied and the damage repaired to his truck. I am expecting similar results with this claim.

If the equipment fails, as it obviously did in my case, it is the responsibility of the company responsible for this equipment to be held liable for any and all damage caused. Had someone been standing near the front of this auto transport when it disconnected from my truck they would have been seriously injured. Thankfully that was not the case, but the fact that the equipment failed means that is likely a possibility in the future.

I hope that this claim is being taken seriously, because to this point I don't believe it has.

Regards,

Business

Response:

September 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our President for the U-Haul Company of Memphis, reviewed the recent information Mr. [redacted] provided your office. She relayed that if she honestly felt in any way the damage occurred was the fault of U-Haul, she would authorize to pay for his repairs. However, while working with RepWest Insurance Company, they could not find any fault on the part of U-Haul, therefore, our decision in the matter remains the same.

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.

Apparently this claim is not being taken seriously. Apparently it is not Uhaul's responsibility to ensure their equipment is free from defects. In my case the equipment was not defect free and was able to work itself loose from the hitch on my truck, which common sense would tell you the initial hook up was not secure and it was only a matter of time before it came loose. I am seeking legal counsel and my representative will be in touch.

Regards,

Review: Moved into the storage unit on 30 December 2012 after being scammed. December 30th 2012 to January 30th 2013 was supposed to be which it was. I was able to find a new residence and will be moving in on Feb 7 2012 and requested to pay the rent for the storage up to Feb 10th. U-Haul refused to honor the request and charge my credit card $100.00 still. Even after calling a speaking with a corporate customer service department no action was taken and the Representative was very sarcastic.

Product_Or_Service: Rental Storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my credit card refunded the rent amount for February 11th to the 28.

Business

Response:

February 6, 2013

Thank you for forwarding Mr. [redacted] storage concerns to our office.

Ms. [redacted], our Executive Assistant, for the U-Haul Company of Charlotte, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email in response:

Dear [redacted], Thank you for the opportunity to address your concerns regarding your storage rent. Please know that since you are not the primary account holder, I cannot discuss the details of the account. However, I have copied and pasted part of the storage agreement that was signed by the account holder. Please refer to the highlighted area which states we do not refund for unused days. U-Haul does not prorate their rental periods. We apologize if you were not made aware of this by the primary account holder. The account is currently paid through 02/28/13. Please let me know if you have any further questions that I may be able to assist you with. We appreciate your business. Thank you, [redacted] Executive Assistant ###-###-#### MCO [redacted]; ext [redacted]:::::::::::::::::::::::::::

Attention • This is a month-to-month lease. The term of this tenancy shall commence on the rental agreement date written, and shall continue thereafter on a monthly basis. Rent is payable in advance of the rental agreement date specified. U-Haul is not a bailee of customer`s property. U-Haul does not accept control, custody or responsibility for the care of property. Customer shall notify U-Haul immediately, in writing, of address or telephone changes. Customers must provide their own diskus style lock (only one customer lock per room). U-Haul may, but is not required to, lock the space if it is found open. Rent paid in advance is considered prepaid rent and will be refunded upon vacating. There is no refund for unused days if you vacate after the rent due date of the current month. U-Haul reserves the right to change storage room rates with 30 days prior written notice to customer. It is your responsibility to pay on or before the due date. Free self-addressed payment envelopes may be provided for mailing rental payments. U-Haul has the right to establish or change hours of operation or to proclaim rules and amendments, or additional rules and regulations for the safety, care and cleanliness of the premises or the preservation of good order at the facility. Customer agrees to follow all of the U-Haul rules currently in effect, or that may be put into effect from time to time. Customer`s access to the premises may be conditioned in any manner deemed reasonably necessary by U-Haul to maintain order on the premises. Such measures may include, but are not limited to, requiring verification of customer`s identity, limiting hours of operation and requiring customer to sign in and sign out upon entering and leaving the premises. Customer understands all sizes are approximate.

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.

U-Haul will have a storage that is going to be empty for the rest of the month of Febuary. The notion that a company is comfortable taking money from a custormer for a service that is not being provided really does not sit well with me.

Regards,

Business

Response:

February 15, 2013

Thank you for forwarding Mr. [redacted]’s additional comments to our office.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], informed our office she sent Mr. [redacted] another email thanking him for his feedback and that she issued 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.

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 called and made a reservation for a 6x12 enclosed trailer on 5 May 14 for a pickup on 10 May 14. I was given a confirmation number ([redacted]) for the rental and thought everything was good to go. I even called the morning of the pickup and was never given any indication that there was any kind of problem. When I went to pick up the trailer at the main UHaul center in Hampton, VA, they did not have the trailer. They did have the trailer at another uhaul place down the road but it was closed. Since I was on a tight timeline I had to get on the road to Greensboro, NC. As a result, I had to rent a 5x8 ( that was all they had available) trailer in Greensboro, NC (I was moving my son from Greensboro to Charlotte). This caused me to have to make a round trip from Greensboro to Charlotte to get everything moved since the 5x8 was not big enough. It also caused me to have to keep the trailer for an extra day. Additionally, it cost me a tank of gas for my truck ($80) and many other inconveniences. After about 5 phone calls to Uhaul customer service over a 2 week period, I finally got to talk to an area manager (Mr [redacted]). They had already had both the Hampton and Greensboro dealers call me but I had insisted I wanted to talk to a higher level since this was clearly a central booking issue. He asked me why I refused the $50 refund offer from the local Hampton dealer. I told him that it was'nt their issue and I would expect the entire amount to be refunded based on the situation. He said "so you want to use the trailer for free" and that all he could offer me would be half the cost of the rental. I was shocked at how he was basically implying that I just wanted something for nothing. Worst customer service I have ever seen.Desired Settlement: The entire amount of the rental-$127.08

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced with his trailer rental. He also explained that Mr. [redacted] had accepted the refund of $63.54 that was offered as a resolution by our Area Field Manager, [redacted] Waswa, on May 28th. Mr. [redacted] should receive the refund check within the next 10 business days. No further refunds or adjustments 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

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.

To clarify, I told the person ([redacted] I think) that "I guess I have no choice" when he offered me half the amount of my rental cost. After that phone call, and the way I had been treated ([redacted] made me feel like I was some lowlife that was trying to get something for nothing), I decided I did have a choice and that choice was to take it to the next level. What gives a field/regional rep the right to say that is UHauls best and final offer. That is when I filed with the Revdex.com. I wanted to see if customer service/ satisfaction really matter to that company as a whole.

Regards,

Business

Response:

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, reviewed the information Mr. [redacted] provided. He advised our office that as previously relayed, Mr. [redacted] was offered and accepted, what we feel is a fair resolution, a refund for $63.54 on May 28th. There will be no further refund.

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 truck for 5/17/14, "guaranteed" pick-up at 10am. I arrive at the location listed on my confirmation get checked in (license & CC taken) and then told the truck has yet to be returned, it was due back over an hour prior and no one called to let me know of the delay, and they didn’t know when it would return as they only left voice mails. They offered no replacement truck from their location, I requested them to look at another location, which I was told there was no one-way trucks available in the area. Now an hour after my "guaranteed" pick-up time I leave without a truck, and without U-Haul’s $50 guarantee (if location/truck size isn’t accurate), and now afternoon time on a Saturday with [redacted] rented out too. I call customer service 3 times, talk to 6 people who didn’t try to help in any way (2 refused to give their names), only promised a manager would call me back, which didn’t happen. I emailed 4 different depts. from their website, with not one returned email to date. I finally received an email (4 days later, from [redacted]) stating I would be given the “$50 U-Haul Guarantee" and " It is our understanding that on the day of your rental the previous customer was delayed in returning the equipment from their rental which in turn delayed your departure. Our U-Haul store on Teal Avenue did have a truck to accommodate you, however, we understand that you were unable to travel to that location for the equipment”, which is NOT accurate, as I was told there was NOT another truck in the area available. To get this email from U-Haul 5 days later after I was told no other U-Haul in the area had a replacement is beyond frustrating and infuriating. Even more so when my initial reservation was for Teal Ave/Canal St which U-Haul changed to Erie Blvd claiming Teal Ave didn’t have one (per Cherie 5/16/14). I had movers at both locations (one way move, 40 miles), my livelihood in boxes, and a landlord whom expected us out, as he stated showing the apt. To make matters even worse, the customer service was nonexistent. The manager ([redacted]) was talking under his breath to the female he was training 2 feet in front of me, “I told you the counter would be rough”, and “These people need to realize if the truck isn’t retuned there is nothing we can do about it”. He never even apologized, and I never heard back from U-Haul again. I attempted every available option to contact U-Haul, via phone, email, and letters, which I received not one response, and conveniently the "President's" phone number listed on the back of the Manager's Business card is disconnected ([redacted] ###-###-####).Desired Settlement: I would like an apology from an executive personnel with explanation of how this issue of lack of customer will be addressed with store, and reimbursement for rescheduling fee for movers and prorated rent (1 week).

Business

Response:

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the delay in issuing her a refund for the $50 Reservation Guarantee Fee.

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 26" Uhaul truck from Murfreesboro, TN on November 21, 2013. When I signed my contract my drop off location was listed as [redacted], Cordova, TN as I selected during my initial reservation. The representative at [redacted]'s-Uhaul acknowledged this drop off location during my service pick up. However, one day prior to my drop off date, I received a text message saying my drop off location was [redacted] in Memphis. Immediately, I called the Uhaul customer service number and the representative said this was my drop off location. I informed her that my contract stated it was [redacted] and she replied that was the requested drop off; however, my contract does not state "requested" it simply lists drop off location. I informed the customer service representative that this was extremely inconvenient to me as it is out of the way. She rudely told me that I should not have been allowed to schedule that drop off location as they do not accept 26" trucks. However, I informed her not only was I able to schedule that drop off location, my contract reflects this information. The customer service representative's unpleasant attitude increased and told me that I can I cannot use this location. She gave me other options and I chose the location in Lakeland as I had to return the truck. However, no concessions were made for my inconvenience and breach of contract on Uhaul's part. Subsequently, when we dropped the Uhaul truck off at [redacted] Uhaul in Lakeland, TN the representative check the truck for damages, the fuel levels, and cleanliness and I was checked out with a zero balance as I was already charged $321.00. However, about 5 minutes after I left, the representative called and asked my husband and I to come back because she could not move the Uhaul and the company told her to charge me. When I arrived at [redacted] Uhaul, the truck in my possession was parked in the empty spot next to all the other rental equipment. It is raining in the Memphis area and the ground is extremely wet. The truck wheels would not move out of the mud and I was told that Uhaul would charge me $200 for a tow truck. There are no designated signs where to park at the [redacted] location, so, logically I would park rental equipment next to other rental equipment. It is ridiculous that I would be charged for this incident. Additionally, I was already checked out with a zero balance and I did not sign to authorize any additional charges. Overhall this has been a terrible rental experience and I had to go 15 miles out of my way to return a truck and experience extreme inconvenience several times along the way. I am very disappointed with the service I have received from Uhaul. And Uhaul has a rental guarantee that was not honored for me.Desired Settlement: I would like the $50 adjustment credit. In addition, I shall not be charge the $200 fee the representative verbally told me that corporate reservations told her to charge me.

Business

Response:

December 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mrs. [redacted] advising her she was not charged the $200 tow bill and that she issued her a refund for $50.00 back to her Visa account ending in 6464 for the inconvenience of having to return to another U-Haul location. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: First: I rented a U-Haul Box and requested it to be delivered to my residence on May 31, 2013 at 9 AM. However, the carrier delivered the box to the Killeen Tx. warehouse instead and it took them an additional 6 hours to deliver the box to our residence which cost us valuable time and money since we had to take off work to receive and load the box with our grandmother's belongings. Second: We requested that the box be shipped to Mesa, AZ from our residence in Temple, TX, we paid for the shipping on June 4, 2013 and were told that the box would ship either that day or on June 5th and would only take 8-10 days to arrive. We proceeded with our plan to drive our grandmother out to Mesa, AZ where she was to stay in a retirement community that she had chosen, we planned to intercept the box when we arrived and unload it for her. When we arrived in Mesa, AZ and contacted the U-haul store where the box should have been shipped, we discovered that the box was still sitting unshipped in Killeen, TX. We contacted U-Haul customer service several times and logged an offical complaint (#[redacted]). We were told that the U-Haul store in Killeen, TX. was unable to locate a carrier that could ship our box to Mesa, AZ and there was nothing else they could do until they could find a carrier. The box did not actually get shipped until June 18th from Killeen and by that time we had to return to Temple, TX without receiving the box in Mesa which caused much hardship for my grandmother and loss of income since we had to stay longer than expected. I would like to request a refund of all our payments to U-Haul since we were led to believe that our belongings would be in Mesa, AZ within 10 days and it actually took 17 days as the box was just delivered in Mesa, AZ on June 22nd. U-Haul's poor service has caused my family much hardship and loss of income by not being honest about their ability to ship our belongings within the time that they promised.Desired Settlement: Refund my credit card all payments issued to U-Haul.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Austin, followed up on the information [redacted] provided. She informed our office a refund for $300 had been issued to [redacted] as an adjustment on his U-Haul transaction.

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: Ive been using uhaul for several years with no problems. However this time it really went wrong. I had to tow a tractor to South Florida from Central Florida. I called uhaul and told them the model of the tractor. A bobcat tractor. I asked the representative which trailer would work for me. He reserved it with my credit card. I drove over an hour to the location to get the trailer. The person that owned the faculity told me that a bobcat probably wouldn’t fit in it but I trusted uhaul and rented it anyways. I drove one hour plus back to the tractor and after 30 minutes or more trying to get the tractor started we found out it was approx 6 inches too small to fit the tractor in. We contacted the location and told them. They told me they had another trailer that would work. So we drove 1 hour plus back to the location to get the right trailer. Upon arriving the owner of the faculity was trying to swap out the trailer but was having no luck. We waited approx 2 hours until he was able to contact uhaul. I guess it was computer glitches etc. Problems with Uhaul systems. When he was finally able to get their help team to get the trailer swapped out we finally got to take it. I drove it back over an hour to the tractor. I loaded up the tractor. The trailer had low tires in the rear and it fish tailed the entire way back to S Florida. I literally almost got killed 4 times trying to tow the trailer at under 45 mph. When finally arriving in S Florida my truck broke down. I was forced to call Uhaul. I called customer support. It took me about 10 tries to reach them. Their phone line was really buggy. It kept going to some answering machine system. The 1800 Go Uhaul number. We finally made contact with a customer service rep with option 3. She told us we needed to talk to road side assistance and document the situation with them. She promised to text me an address to drop off the trailer at. She promised to notate all the details I told her. I borrowed another truck and was able to finally find a uhaul location after driving around for at least an hour. I parked it in the lot next to the other trailers. I spent the next couple hours trying to call uhaul again. Option 3 was not working at all. I finally used option 1 and they transferred me to customer service. I told them what was going on and where I dropped off the trailer off at. They told me there were no notations on my account at all and I told them nobody ever texted me back. I called Uhaul on Monday and they told me the trailer hadn’t even been checked in yet. I want a full reversal. I called my bank and asked them to file fraud charges. This was the worst experience I have ever dealt with. Ill never use uhaul again if they don’t fix this. I’m on hold with uhaul right now to try to talk to them and figure out where to address this complaint to. Ive been on hold for over an hour listenting to their music and stupid advertisements. No Uhaul I do not want to store anything with you. I don’t want to confirm anything with you or ever use your services again. Please make this right and immediately refund me all my money or I will file a fraud complaint with my bank. I don't know if I also mentioned that I have even talked to GoUhaul tonight. More complaints logged. Tried to call them a second time to verify the address to file the complaint with. I was on hold over an hour and I finally had to take another call. My time is worth something too. What is my time worth? All this frustration and wasted hours? Give me my money back!Desired Settlement: Full refund and apology. I would like to see new policies implemented with uhaul that people won't go through this nightmare ever again. Ive never ever had a problem with uhaul before but this was totally inexcusable. I want a full refund.

Business

Response:

November 24, 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 Gainesville Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted], My name is [redacted], I am in the Gainesville location that handles the area where you rented. The charges you recieved are less than the one way rate to the location you actually dropped the AT. I understand that you had an issue with your vehicle so we have charged you the one way rate intead of the intown rate so that you could drop it where you did instead of bringing the equipment back to Palatka. There will be no refund at on the equipment that you rented. This is not considered fraud is simply turning your intown rental to a oneway rental for your convienence. Thank you Respectfuly [redacted] Executive Assistant

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.

When I messup with my business I go the extra mile to make sure the customer is treated correctly and the problem has been corrected. I feel bad that Uhaul doesn't seem to really care or put the customer first.

Regards,

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Mr. [redacted], Uhaul does care about the customer. If there had been an issue with the equipment you rented by all means there would be no charge for the rental. But because this was your personal vehicle we turned your intown rental to a one way charging you less than the one way rate so that you would not be charged more money. I do apologize that you feel this is not the out come you hoped for. It is a fair out come for both parties involved. Thank you [redacted] Executive Assistant Uhaul Co. Gainesville.

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: On Wednesday, July 23 I made a reservation for a one-way rental of a 6x12 foot trailer and was quoted $86 for this rental. When I went to [redacted] in [redacted] to pick up the trailer the owner charged me approximately forty dollars and informed me that it was an in-town rental in the computer and he did not know how to change it to a one-way rental from [redacted] to [redacted]. I called UHaul on my way from [redacted] to [redacted] and was assured by them that I would only be charged a one-way fee. He told me to deal with it once I got to my destination UHaul location in [redacted]. The [redacted] UHaul location charged me an additional $178.23. I have contacted UHaul 4 times to resolve this issue and they have not followed up to any of the previous contacts.Desired Settlement: I would like to be refunded $130.

Business

Response:

August 27, 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. She informed our office she spoke to [redacted] and advised him of a refund for $108.28 back to his [redacted] account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: The business was contacted to deliver my shipment of 3 U-Boxes to my new place of residence by Monday, July 14, 2014. I contacted them when I heard nothing from them as it is customary for them to confirm the day before for a delivery time. I contacted them by phone and no one was aware of the boxes. I was told they would contact me back and heard nothing hours later. I then called back to talk to the GM and a heated argument ensued. His professionalism and customer service were deplorable! I was told that the boxes would be delivered, but given no specifics. After being 4 days late and a total of 8 phone calls (everyone at the business site knew who I was as I had called so many times), they finally showed up in an unacceptable manner. They were to contracted to be forklift-ed off the bed of the carrier and placed on the ground for ease of emptying. Instead, they were brought on two separate trailers which were a few feet off of the ground which made it much harder to unload. I had to wait for them to return to pick up the trailers so one of the men could help me get one last piece of furniture down, which I could have done on my own had they been delivered properly. Consequently, one of the trailers was left sitting on the street for 3 weeks before it was picked up, taking up a much-needed parking spot in a highly populated area which I am sure did not make the locals very happy.

I contacted the corporate office and filed a complaint and was told that they would contact me in 24 hours or less. To this day, I have not heard from them.

I received an email stating that I was given a $50 credit for the lateness, of which no credit was ever given. I responded to the email and stated that the credit was not applied and again, no response.

I have done business with U-Haul for years and this specific location and the numerous incidences will keep me from ever patronizing them again as well as telling my story to everyone that I can.Desired Settlement: Beyond the $50 credit, which I have yet to receive, a much more sizable credit should be applied. This was much more than an inconvenience, it was breach of contract!

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On the 28th of Aug, I checked my bank account and found a charge of $381.78 from U-Haul. I called U-Haul Customer service and spent over an hour on the phone with them trying to find out what the problem was. Finally found out that the local U-haul rental place here had NOT checked back in a trailer that I had rented and returned on time. They in turn rented it to someone else who took it to Austin, Tx. and charged me for not returning it to the right location. They told me that they would be returning the money, but that it would take 3-5 days to do so. The 3-5 days have passed and the money shows as pending, but has NOT been released by U-Haul.

This issue has caused several problems so far and looks to cause even more if NOT corrected.Desired Settlement: The funds replaced in my account with NO hold put on them at all.

Business

Response:

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

[redacted], our Executive Assistant for our South Austin Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was issued a refund for $381.78 twice on August 28, 2014. One credit was issued by our Traffic Manager and the second by our Collections Department. Since the credits were done on the same day, each office was unaware that a double credit was being issued in error. Ms. [redacted] relayed that Mr. [redacted] is ahead on 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

Consumer

Response:

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

Regards,

Review: To understand where my complaint stems from, I will outline my business with Uhaul in a timeline:

Sept. 28th- Rent a truck and move my belongings into 2 boxes to be stored at the [redacted] location in Wilmington, Delaware.

Oct. 18th- Call Uhaul and set up to have the boxes delivered to the [redacted]. location in Fort, Collins, CO. At this time I asked the representative what is the latest date that my belongings will arrive. He said the weekend (Oct. 25th). He also said that I will be receiving a confirmation in the mail. This was a Saturday. I did not receive a confirmation email. Later that day, I signed a lease and accepted a job offer which I am to work from home with the assurance that my things will be there by Oct. 25th.

Oct. 21st- I call the Fort Collins Uhaul because I have not received a confirmation. They tell me my boxes will not be there until the 29th. When I asked why, they tell me to call the Wilmington location. I do this (unaware that Uhaul outsources their calls so this entire time I am lead to believe I am talking to people at the actual location). This time I get a rep. Again, I ask why the date has changed and why I was not contacted about it. The rep is unable to answer this and I get transferred to 3 different departments without answers. I ask to speak to a manager, the rep transfers me to the Wilmington location and the person I speak with says the manager is not in. I ask to be called back before the end of the day to resolve this issue ASAP. A half hour before the store closes, I do not receive a call back so I call again and am told that the manager is out for a undetermined amount of time. No one addresses my concerns at this time and I need to ask for a rep to send me an email confirmation for my order. It says my boxes will be there of the 29th.

Oct. 22nd- The manager, [redacted], at the Wilmington location calls me and after expressing my concerns she is unable to explain why my delivery date has been changed. She does not offer any type of suggestions or alternative solutions to my concerns. She simply says “you can just come get your stuff if you changed your mind”. Seeing as I am halfway across the country, this clearly isn’t an option and came off as rather insulting. It was saddening to discover how little my satisfaction meant to Uhaul employees. I ask to talk to her boss. She gives me the phone number of [redacted]. I call him and am asked to call back tomorrow.

Oct. 23rd- I call Mr. [redacted] again. The person I talked to takes my name and number and I am assured I will get a call back. I never receive a phone call.

A few days later- I log into my Uhaul account and see that my guaranteed delivery date has changed to the 30th.

Oct. 29th- I call the Fort Collins location to confirm my belongings will be ready to pick up the next day since, again… I have not received a call or email regarding the status of my belongings. They say they are there. The rep says that I have reserved trailers to transport the boxes (I never made this reservation). She says she corrected it and I reserve a 10in truck to transport my things and set a time I will be there.

Oct. 30th- I call first thing in the morning to make sure things are set. When I arrive, my belongings are on trailers and I have to explain, again, that I am not using trailers. The gentlemen helping comments that Uhaul is not the greatest with communication. When I try to express my concerns to him, he seems uninterested.

Nov. 1st- Via my credit card statement, I see charges to my account that do not make sense. The charges on my credit card that have been unexplained are for $193.68, $96.85, and $211.68. I call Uhaul and speak to a rep who does not know what the charges are for. I ask to speak to a manager. I speak to [redacted]. She is unable to tell me what the charges are for. I attempt, again, to voice my concerns and disappointment regarding my experience with Uhaul. She refers me to write a complaint online and says someone will get back to me in 3 business days. I write this complaint.

Nov. 8th- I have not heard back. I call Uhaul and the customer service rep resubmits my complaint reference #[redacted]. I am told, again that I will hear back within 3 business days.

Nov. 15th- I have not heard back. I call Uhaul, the customer service rep said [redacted] (FC manager tried to call and sent me an email on Nov 12th… I did not receive either. The customer service rep resubmits my complaint specifying on the complaint to leave me some sort of message on the phone or email if they cannot get a hold of me. I am assured I will get a phone call within 3 business days.

Nov. 25th – I have not heard back. The customer service rep resubmits my complaint to both the Wilmington, De an Fort Collins, Co locations.

This experience has cost me not only the (more than) $2000 for my Uhaul move, but over $500 in rent and inconveniences. As well as the unexplained credit card charges.Desired Settlement: I would appreciate an explanation and apology for the distress this situation has caused. I would like a refund for the unexplained charges. I would also appreciate a refund for any and all of the services you provided me.

Business

Response:

December 4, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul at [redacted]. in Fort Collins, CO, followed up on the information Ms. [redacted] provided. He informed our office of a refund check in the amount of $193.68 he issued to Ms. [redacted] on or around November 20th. Our records also indicate a refund for $908.42 was issued on December 3rd back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. [redacted] mentioned he has tried to reach Ms. [redacted] but found her contact number to be invalid.

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 saturday the 5th of January I made a 130 pm appt for my wiring to be installed on my tow hitch I drove my vehicle 1995 Nissan Pathfinder 4x4 their gave them the keys signed for the approved work to be done this was only wiring for my trailer lights the General Manager [redacted] started and drove my completely working and operational vehicle placed it on the car racks to install the wiring for the trailers lights on the rear of the vehicle after this my car wont start he told me it was fuel pump so I had tow truck take it out of the to be repaired after mechanic looked at the fuel pump he said it works fine theirs some kind of electrical problem with the installed wiring says mechanic I have called U-Haul several times spoke with several different employees they seem to not care and want their insurance claims to handle it rather then fix or undo this I am trying my best to resolve this but I am getting no cooperation at all but to call their insurance I have called them and filed a claim as well my claim number with their insurance is ###-###-#### insurance adjuster is [redacted] extension number [redacted]Desired Settlement: I want to be paid back for the damages they caused to my vehicle and want my vehicle the 1995 nissan pathfinder fixed and them to pay the whole cost and I want a written apology for this actions caused by their company

Business

Response:

January 11, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she was sending Mr. [redacted] an email to explain that all claims for hitch/wiring installations and any subsequent damage to the customer’s personal vehicle are handled through [redacted] Insurance Company. An investigation will be done to determine a resolution. She added that they are always concerned of any allegations of damage caused as a result of their actions and is confident [redacted] will properly handle Mr. [redacted]’s 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

Consumer

Response:

I [redacted] have not been reached by their insurance and they have hung up on me repeatedly every time I call I have spent 300 dollars fixing their mistake I would like to be reimbursed for this $300.00

Business

Response:

January 15, 2013

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

Mr. [redacted], a Supervisor for [redacted] Insurance Company, reviewed the information Mr. [redacted] provided. He advised our office he spoke to Mr. [redacted] and sent him a follow up email on their conversation. Mr. [redacted] explained his office was presently investigating the incident and per their conversation, Mr. [redacted] will email a detailed statement of the incident and verification of the $300 repair to his vehicle. Mr. [redacted] included his telephone number if there were other questions and mentioned that their investigation at this time is incomplete, therefore, he is not in a position to discuss the settlement of the claim.

Thank you for forwarding Mr. [redacted]’s additional comments to our office and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: We had a Ubox being stored at the Boise, ID location [redacted]) and requested it be sent to [redacted]. We were told by [redacted] that the charges she was telling us $865.00 would be the only charge and was "door to door." When it arrived here in [redacted] we received an email stating the office would contact us. After waiting a day we contacted the office for delivery. When speaking to the associate she did not give any options as to the delivery or that we even had an option of picking up the goods there. Additionaly, under the "door to door" as advertised by Uhaul on the website and as stated in our earlier convesation with the [redacted] office we understood it as we had already paid for delivery to our door. At no time did the associate state any additional fees would be due for delivery nor obtain authorization to use our credit card.

It was scheduled for Saturday September 7, 2013 in the afternoon but received a call that they could not and rescheduled to Sunday delivery. On Sunday (September 8) we neither heard from anyone at Uhaul nor did the box arrive. After calling the corporate 800 number and leaving messages on Sunday as well as a message on Monday morning we received a call about delivery that day. It was delivered on Monday (September 9). Upon delivery there again was no mention of anything being due or any charges. My husband did not sign anything or authorize any charges. At no time did I know about or authorize any charges to our credit card.

Not only was it not delivered on time but the [redacted] charged an additional $227.26 to our credit card without any authorization and without providing any invoice of such charges. At no time were we ever told of charges nor did we authorize charges. As of this date we still have not ever received a statement of billing for these unauthorized charges. They have violated the Fair Credit Billing Act. Attempts to reconcile this with the local manager [redacted] have not been unsuccessful and the fact that the law has been broken by charging our card unauthorized have gone unanswered.Desired Settlement: Full refund of the unauthorized charges of $227.26 as this an illegal charge and the billing from [redacted] for $865.00 was supposed to be from their storage facility to our house.

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted]provided and sent them the following email:

Good Evening Ms. [redacted] I've received your information regarding your rent U-Haul U-Box rental and delivery. First, I'd like to apologize for the inconveniences and miscommunications you experienced through out your rental. This is a relatively new product and there are some issues we're still working out. We've spoke with the office where your move originated in Idaho and they stated verbal notice that there would be additional delivery fees upon reaching the desitination in Co. Springs. Unfortunately, there are delivery fees in addition to the one way shipping cost. I'm aware you've spoke with GM [redacted] regarding these fees as well and he has refunded $50 to your account for the issues experienced with the [redacted] office. This credit is our compensation for the issues associated with the local delivery fee. I again apologize for the inconvenience and any miscommunication that occurred. If you need any further assistance with this matter please contact me by email at [redacted] or at my office at [redacted] M-F 9am-5pm. Thank you, [redacted] UHC of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and 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,

We have made a complaint regarding U-Haul, case number [redacted]. Today we received the following email directly from the local U-Haul center. This does not address in any way the illegal charging of our credit card and does not solve the issues at hand. As you can see, they admit there are "issues we're still working out" and although they claim the other office told us of charges they did not nor did the office here tell us of any charges but then charged our card without authorization and have provided no receipt or invoice. We look forward to resolving this issue with the help of the Revdex.com.

Review: I have a high suspicion of predatory practices, and some evidence. The online reservation request was for a location less than one mile from my house (8th and Main location). I was told there were no vans, there, and given to 43rd Storage (a location nearly ten miles away). I passed the Main location several times and saw no fewer than four vans parked at any given time. The people I spoke to that picked up a van from the Main location live much closer to the 43rd location, and had the same experience. This seems to be clear evidence of manipulation of reservations. U-Haul charges by the mile, which means that they made at least 115% over what they would have off of me and anyone else in my situation.Not relevant to my complaint: U-Haul advertising is very close to a bait and switch. "$19.99 plus fees" should not total over $150, and almost always will. That's unacceptable advertising in my unqualified opinion.Desired Settlement: Naturally, I would prefer a full refund, but a more reasonable request would be an apology, an explanation, a cessation of that practice, and a refund for the distance between the two U-Hauls, which at sixty cents a mile and 15.2 miles (round trip) is only $9.12.I feel petty asking for less than ten dollars, but the most important thing to me is that someone investigate the U-Hauls of [redacted]. This town is built on students moving in and out, periodically, and U-Haul cheats them.

Business

Response:

August 15, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] left a message for [redacted] on 8/8/14. [redacted] explained the following in her message::

I called [redacted] and left him a voice mail to return my call. His situation is this. He reserved a van for 4 hours on line. We were going to give him the location he preferred. [redacted] then changed his on line reservation from 4 hours to 2 days. We did not have a van available for 2 days at this location therefore subject to availability he was sent to a location to accommodate his 2 day rental. As soon as [redacted] returns my call I will advise him of such. Thank you...[redacted] can be reached at [redacted] or [redacted].

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

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

Sincerely,

Executive Assistant

U-haul International

Review: I reserved a truck for our move and all it says was that we would be informed as to where to pick up the truck. We then promptly booked movers and time off work to get our move started. then the night before the move we were told there were no trucks anywhere for us. I am really not sure how a company can allow you to reserve something that may not even be there when you need it. we were then out 100's of dollars. between movers who had already been paid and then days of work. As well as all the gas money it took to then move out huge house between family and friends vehicles as we needed to be moved that night. I think it is horrible that a company should be allowed to do this to people. especially a company this well known. I have now heard of 2 other people I know that this has happened to as well with no warning whatsoever.Desired Settlement: I would love to obviously have back some of the money I have lost. But I would just like it to be out there that this is what can happen without warning.

Business

Response:

June 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Chicago S and SW Suburbs, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and requested she mail her receipt for her movers for reimbursement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: Due to the gas shortage in Manhattan, New York City, after Hurricane Sandy, I am very upset that I am being charged a "fuel fill-up service fee" for not filling up the tank. I rented the truck at the 2645 Brooklyn Queens Expy W, Woodside, NY, 11377, office. The office clerk at this office told me that I would not be charged the "fuel fill-up service fee" because of the gas shortage.I asked to have this fee waived at the Manhattan office. The office worker told me that she could not waive it because her boss was not willing to consider the gas shortage situation.Desired Settlement: I would like this $30 "fuel fill-up service fee" refunded to me.

Business

Response:

November 13, 2012

Thank you for your concern for our customer [redacted]

Ms. Cristal Deleon, Senior Staff for the U-Haul Company of Manhattan/Bronx, followed up on the information [redacted]provided. She informed our office she sent [redacted]an email advising him of a credit for $30.00 she had issued back to his Master Card account as requested. The credit 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I have had a few concerns in regards to U-Haul. I was charged $465 for shipping to a unknown address, they only had two boxes set up for auto pay and now I am having problems with what they verbally quoted me. I have 3 U-Boxes, ordered two at one time and one at another time all three were picked up at the same time, all three are in the same storage place. I have talked to [redacted], [redacted], and a [redacted] along with many other people. I will repeat that I was charged $465 for shipping to a unknown address in Omaha, NE. I had asked on more than one occasion "how much is it to ship my u-boxes to Omaha, NE" and I was told, on more than one occasion "$465 per box one way". I am now being told that it is $778 per box. They would do a one time courtesy shipment at $581 a box, which is still $360 more than I was originally told. I could see this being my fault if I only asked one person, or if I wasn't charge $465 already but the fact I asked multiple people, and my file says $465 per box, and my bank statement says it was charged $465 for one box, pretty much tells me they too thought that it was $465 per box.Desired Settlement: I'm not asking much, I am asking to be charged what I was originally told $465 per box one way. Ashley even stated that my account says $465 per box. I will accept $581 if I have to so I can get my boxes and be done, but it looks like they need some positive customer reviews.

Review: Our family rented a Uhaul truck in [redacted] and returned it on 10/16/2013 to [redacted] in [redacted]. We had paid the full rental fee at the location in [redacted], and did not owe any additional money at the time of return. (No late fees, no gas fees, etc were owed). The lady working at [redacted]s received our return, printed us out a receipt that clearly states "Total charges $0.00, total paid today $0.00." We took the receipt and left, thinking that the rental was settled and that we did not get charged any money.A week later we checked our bank statement and discovered that on 10/16/13 we had been charged $250.00 by [redacted]s. We had not owed them anything, since we paid the full amount already at the original location, did not owe any additional money upon its return, and the store had specifically told us that they had not charged us any money, yet they went into our account after we left and charged us $250.00, a number that they apparently pulled out of thin air. Taking money that is not owed, without permission, is simply theft. We've already filed fraud charges with our bank.

Product_Or_Service: Uhaul rental

Account_Number: Contract # [redacted]Desired Settlement: We want our $250.00 back. We did not owe them any money, and have the receipt that they gave us that states, "Total Truck Charges: $0.00, Total SRI Charges: $0.00, Grand Total: $0.00, Net Paid Today: $0.00." We also have the receipt from the original rental location in [redacted] showing that we paid the full rental amount there. We want our money back

Business

Response:

November 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] whose name is actually on the rental contract.

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

Mrs. [redacted]

Good afternoon, we have received your Revdex.com complaint and have reviewed your concerns. I also left a message on your voice mail but wanted to send you this email with all receipts from your rental.

On 10/7/13 you rented a 26' truck and tow dolly from [redacted] to [redacted] and paid the one way rate. This rate actually allowed 4 days but an extra day was added at that time for no additional cost. With the 5 days allowed, your due date and time was 10/12/13 at 7:09AM. When the equipment was not returned by this date we tried to call the number on your contract but there was no answer and the voicemail was full. We also sent a request to the email address on the contract asking for a return call. We did not receive a response. By the 15th, the equipment still had not been returned so we charged $250 to the credit card to extend the rental. A receipt of this charge was also emailed.

Upon your return on the 16th, the current balance due showed zero and 10 days allowed instead of 5 because we had already processed an additional charge at a discounted rate to cover this. With no discount, the overage charges would have been over $400 at $40 per day for the truck, $20 per day for the tow dolly and $21 per day for the safemove/safetow plus taxes.

I do apologize for any misunderstanding that led you to believe we were not collecting overage charges but I assure you that we in no way attempted to commit any fraud or theft against you. We have only collected on money that was owed for the use of our equipment. If this has created a financial hardship for you, we would be willing to meet you halfway on these charges and refund $125. Please let me know if this would work for you. I can be reached by email or phone at ###-###-####.

Thank You,

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

Sincerely,

Executive Assistant

U-Haul International

Review: After renting a U-Haul truck we drove it approx. 7 miles to the place we were moving from. We backed the truck into the driveway, turned the truck off to check how straight we parked, got back into the truck and it would not start. We tried it several times and it would not start. We contacted customer service who ran through a process to see if doing these things, the truck would start. It would not start so they dispatched road-side assistance, who also tried to start the truck, and again it would not start. The tow truck driver jump started the truck and said we should let it run for about an hour to charge the battery and he believed the battery was probably bad. We took the truck back to the U-Haul center and arrived within 3 hours of the time we rented the truck. We asked for a refund because the truck broke down as soon as we shut the engine off and had run out of time to move on that day. The general manager at the U-Haul center refused the refund. He started the truck and said that it was impossible that the truck was to blame and that it must have been user error. The truck started because it had been charged up at that point. The general manager treated my fiancee and myself like we were is and that he didn't believe anything was wrong with the truck even though road-side assistance had to be called to get the truck running. We asked him to contact U-Haul customer service regarding the issue and he refused. We were charged $60.86 just to drive the U-Haul truck 7 miles, have it break down and have a technician get it running again, and drive it 7 miles back to the U-Haul center. The truck was in poor operating condition in addition to the dead battery. We received a bad product, horrible customer service, and had to pay for it.Desired Settlement: I would like the full amount that I paid U-Haul refunded to me. That is $60.86. We paid for a service that we could not use due to their truck breaking down. We were offered a different truck, but did not have the time to move at that point and we were treated poorly so we did not want to have anything further to do with this company.

Business

Response:

January 3, 2013

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

Mr. [redacted], our GM or our U-Haul Moving and Storage at N. [redacted], followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was offered an alternate truck or an extension on the rental to complete their move but both offers were declined. He explained the truck was maintained and had just come back from the shop for a preventative maintenance. He believes either the lights were left on or the gear shift was not fully in the park position for the truck to not start. Mr. [redacted] completed the contract but did not charge for the missing fuel. A refund for $49.29 was issued back to the [redacted] account on file. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was charged without authorization and they caused my account to overdraft and refused to refund the fees. The ceo [redacted] cursed me out and told me good luck getting your money back. He was very unprofessional, he admitted to hiring inadequate employees to handle the customer care center. All this after numerous recorded calls to customer service where I was given confirmation by a supervisor named [redacted] that the fees would be refunded and instead of that happening without my knowledge they closed my case without any resolution.I requested copies of the recorded calls and I got no responseDesired Settlement: I would like to get my money back $180 in fees to be exact.

Business

Response:

Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s bank was contacted on her behalf to request the bank charges be reversed. Her bank relayed they would reverse the charges, however, they would need to hear from Ms. [redacted] direct. Mr. [redacted] explained the extra day charge was a valid charge. A refund was issued in the interest of customer good faith although we were not able to find the person she states she spoke to in Customer Service that provided an extension on her contract. Contract extensions are normally noted electronically in the contract notes. No further refunds or adjustments 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,[redacted]Executive AssistantU-Haul International