J.R.J. Tara Corporation

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: Moving Help a division of Uhaul will not refund a duplicate charge on my debit card. I ordered moving help through uhaul and they charged me twice.

I have been dealing with moving help since July 8 about charges on my debit card. I have gotten the run around from them and decided to ask for your help since they are on your web site. Below are the conversations I have had through email with them and have had no satisfaction. I was charged twice for moving help on my debit card. I still have 133.34 pending on my card as shown below... My bank will not release this for 60 days unless you send information as stated below. If you need further verification on this matter or to speak to me my number is ###-###-####. This has put me in a financial bind and I am really upset with the whold process. [redacted]

Authorization Detail [redacted] below is as shown on my debit card statement.

08 Jul 2014 12:11:13

U-HAUL INTL ###-###-#### AZUS

-$133.34 I've not heard from anyone, it has been almost a month that my debit card has a pending charge from your company. If the money is not released by August 6th, 2014 I will have no choice but to take further action, I will not be recommending or using your company again and I will be calling UHaul.

[redacted],

We forwarded the information to an administrator. they will research the charges and email you back.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted],

Please send us your credit card number so we can research the issue with our credit card payment processor. The reason we need your card number is because we do not store your card number with any orders.

Please be advised Moving Help cannot force the process of the pending charges being dropped, but once we have researched your charges we can provide you with all the information your financial institution needs to process the hold release.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

credit card number is [redacted] exp 08/15

[redacted] on Thursday, July 24, 2014 at 8:20 AM -0700 wrote:

I spoke with my bank about the $133.34 that is still pending, they need a fax on letterhead giving permission to release this transaction with your merchant I.D. # Authorization # Last 4 of card used which is [redacted] with name, date of transaction, amount of transaction.

Signed by your name, phone # and signature of merchant.

Please fax to ###-###-####

Thank you

-----Original Message-----

From: Moving Help Support

To: meanmy3 <[redacted]>

Sent: Thu, Jul 10, 2014 5:16 pm

Subject: Re: Choose...

[redacted],

Please refer to your bank about posting times.

7/9/2014 8:08:38 AM

Job refund - J[redacted] - [redacted] 100.00

7/9/2014 8:08:39 AM

Service fee refund

[redacted] - [redacted] 5.95

7/9/2014 8:08:40 AM

Travel fee refund - Hwy Fifty Five Moving

[redacted] - [redacted]

10.00

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted] on Thursday, July 10, 2014 at 8:29 AM -0700 wrote:

I did not enter my info twice, I need my money credited today or I will put a bad review for this service and this company. This has totally inconvenienced me beyond repair!!!!! I will not be using this service again or recommend it unless this is corrected today.

-----Original Message-----

From: Moving Help Support

To: meanmy3 <[redacted]>

Sent: Wed, Jul 9, 2014 4:34 pm

Subject: Re: Choose...

[redacted],

Yes, it is canceled.

Thank you,

[redacted] E.

Moving Help�® Customer Support Team

[redacted] <[redacted]> on W

Review: I rented two Uboxes. I was originally told by employees at the [redacted] Uhaul location in [redacted], ** that I could pull them behind the rented moving van to get them out of state which is why I chose to pay more and store them in a Ubox rather than getting traditional storage. Upon finding this was untrue, I decided to get a larger truck and just unpack them as I would have had to do with traditional storage. However, in July, it was discovered that one of my Uboxes had been shipped somewhere in June, no one noticed it was missing until I called about it and no one knew where it had been shipped. After a few weeks, I realized it had probably been shipped to a friend who had moved to Montana and had received the incorrect Ubox. At this point, if they had shipped it back to Iowa then, I could have unloaded the box and been fine. I have now lived in Illinois for a month I still do not have my possessions back and the Ubox is still in Montana with no time frame as to when I will receive it and I'm still getting charged for storage. Additionally I was told by an employee that at this point most of the managers including the vice president, could care less if I receive my possessions back. On thewebsite, it says that Ubox pods provide flexible delivery options to accommodate all needs as well as the ability to pack and unpack at your own pace and the flexibility to store depending on needs. I have found this to be completely untrue and consider the actions of Uhaul as a breach of contract.Desired Settlement: I want the Ubox with my possessions shipped to me, at my home, not a close location, free of charge and in a timely matter. I want to be refunded for the costs of the Ubox storage while it was lost and not accessible by me.

Business

Response:

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

[redacted], our GM of our U-Haul of [redacted] located in [redacted], followed up on the information Ms. [redacted] provided. He informed our office he left a message requesting a callback to find out when she would like her U-Box delivered and what location. He hopes to hear from her soon.

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

Sincerely,

Executive Assistant

Review: My name is [redacted]. I went into your Carrollton, Tx facility store number [redacted] On Friday 10/17/2014 at 945 am. I originally needed to rent a 10 ft truck, I found out the truck was not big enough for my items, so I then had them switch me out to 14 ft truck.

The blonde hair lady was affable and helpful, unlike the rest of this experience. All of this is on camera so it really should not be hard to see and hear. The locations has cameras. I have no problem with you viewing the tape, I personally think it would help.

We then left the facility, not sure of the time but it should be on tape. I live exactly 15 miles from the Carrolton facility. I live in Irving Tx. I drove straight home and emptied my truck and drove straight back, all in all it’s a bout a 18-22 minute ride to my home and 18-22 minute ride back to the facility. I did not drive an additional 15 miles and will not pay for it. I did put gas in the truck and even gave the receipt to your truckcheck in- person who wouldn’t even look at it. I put 15.00 in gas which was more than was in there when I got the truck.

Your rep of Hispanic descent, sorry don’t know his name, told me to shutup go inside and they would deal with me since his computerized gadget told him, I had driven 64 miles. I immediately protested and said that wasn’t even possibly considering mathematics and the time constraints it would take to drive 64 miles and get back to the facility a little after 1 30 pm.

Once I went inside I was then told by one of the many many many managers there that it wasn’t 64 miles but the trucked had clocked we had went 46 miles. Again I protested this and explained that too was impossible even in traffic it was not possible to drive father than the 15 miles each way. It was a man of Caucasion descent guy sorry don’t know his name. he then mapquested it and came up with the same results that I was only 15 miles away.

The manager named [redacted] then said he would do due diligence about the mileage so that I would not be charged 99.99. I then requested that we take a uhaul truck and drive it to my home and back so that we would have the accurate mileage, he then refused to do that as well.

I then told him, I would rather stay at the store until the account was reconciled and I knew my charges, I was upset due to the poor treatment his counterpart had given me outside. He then told me if I did not leave he would charge me the 99.99 no matter what and I had to leave the facility in order for him to supposedly find out what the mileage issue was and that he would call me.

I did not want to do this and I was right not to leave, he never called on Saturday and my credit card has since been charged $129.99 and at this point, I want every single drop of my money back. I was also charged another $70 for bounced items due to you all taking additional monies that were not agreed upon from my account. That is now $199.99 that is owed to me due to your bungling.

I then called your 1800uhaul number after leaving a message on your managers voicemail as of course he was not available to answer me and I called again today and he was not available to answer me nor did anyone have any idea of his schedule or when he would be in the store again at least according to [redacted] who answered the phone.

** in traffic has left me her info and was helpful she then called the store and told me they told her an entirely different story which is fine because everything is on tape, so that is not an issue for me. I know what I did and what I said which is easy to see if you view the tape. I even left when asked to even though, I knew it was not the right thing to do.

** said a district or regional manager will be calling me on Monday, so far I have little faith and if they do great if they don’t, I am not waiting on the next steps to take care of my needs and the issues that have happened. UHaul has a rep of promising to call you and you never ever receive a call back.

Bottom line I drove 30 miles and should have been charged for such. I paid your rental fee, you insurance and I put gas back in the truck. I will not pay for miles I did not drive and I will not have monies taken out of my account just because you think you can there by causing me to have other issues such as bouncing items, none of which would have happened if your manager had done his job and reconciled the account before I even left the store. It doesn’t take a village to figure out mileage calculate it and charge the customer appropriately. I want all my money back at this point, the bogus mileage charge and all the rental fees plus the two $35 charges that have since been incurred on my account due to you taking monies that wasn’t agreed upon.

I amend this letter as of 10/21/2014. No one called me from your customer service center.

Sincerely,

[redacted]Desired Settlement: I want the entire amount plus the damages they caused to my account refunded in its entirety.

Business

Response:

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

[redacted], our President for our North East Dallas Regional Office, followed up on the information Ms. [redacted] provided. Ms. [redacted] was charged $99.54 for the rental. A refund for the 16 miles she states she did not use has been refunded in the amount of $16 back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. Rowland relayed no other refunds are warranted.

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: 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: 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

I would like to file a complaint against U-Haul international. On their site, they have an option for moving helpers. I chose California Movers, a company that I later found only consisted of one individual, through the company.This individual swindled me out of my money and was not punished for it. Here's is the complaint I filed (below):

The California Movers is a horrible company! I am a college student and this is my first time moving with U-haul. I was unaware that I had to provide a truck for loading and unloading. He called and told me and said he would figure out pricing for the truck. He never called me back. After 2 hours, I messaged him and said cancel my order. He told me that I could not cancel the order because he was already at the move in location. That location is a storage room that I rented . The facility closes at 6pm. It was well past 6 when he arrived. The worker, [redacted] ( also known as anthony mares), told me that he would hold the stuff until Friday. At 9:00 , I got a call from my landlord telling me that my furniture was in my old Apartment lobby! I called the worker and was sent straight to voicemail. He called me back and said he was on his way with his personal truck. I told him that he should stay away from my stuff and that I was upset because I was not informed about the decisions he was making with my furniture. He pretty much called me an illiterate mn and started to make up lies. When I got his name, I hung up the phone. He proceeded to text me saying, "So dnt pic up your stuff next time read....Thxs.California Mvrs." I could not believe it! I would like a full refund and I recommend partnering with a company that knows self respect and does not insist of stealing from their customers!

After this complaint was filed, I got a automated response telling me to file a resolution. U-haul told me they had nothing to do with the people that they advertise and that I would have to solve it with the person who STOLE from me. I am extremely disappointed and I can not believe that I was treated this way. I will never give my money to this company again !

My identity was used to rent a trailer from Uhaul and Uhaul allowed someone to pick it up on my behalf and somehow made me financially responsible. I have filed a police report and spent hours on the phone with Uhaul customer service and have been very disappointed with this company. This happened over ten years ago and Uhaul never informed me of the incident when it happened or anytime after.

After speaking with customer service it seems that this sort of gap in customer security is still in place.

We will never use U-Haul again. Living in the Twin Cities of MN, we called the U-Haul reservation line the evening of 5/8/14 to reserve a trailer for pick-up in Sioux Falls, SD. First, we were told we'd receive a call within an hour with information on location of the trailer and second, we were guaranteed that the trailer location would be within 25 miles of our desired location. Both were failures. We called last night after 2 hours, only to be told that their reservation desk was closed. As suggested, we called immediately this AM (5/9/14), only to be told that the closest trailer was 48 miles away from Sioux Falls. No one at U-Haul, including management, would stand behind their guarantee, and they were quite rude about it. We hope that everybody learns of their deceiving business tactics and terrible customer service and takes their business elsewhere.

Ubox Uhaul is an extremely poor way to move. What they post on their website, or promised verbally by the GM of the Bayshore location, and promised is not what I as a consumer received. Our Ubox order was placed late by the SF location, to a 3rd party mover. We dropped our box on 7/11. The 3rd party movers said they didn't get a contract from Uhaul till 7/16. The 3rd party picked it up on 7/18. Uhaul promised 9 days till completion from when we delivered our box on 7/11. We received the box after 15 days from our leaving it with them.

When calling customer service Uhaul was unable to locate the box, and said they couldn't get ahold of the driver. (strange as GPS systems are put on moving trucks). I ended up finding out who the 3rd party movers were and I called their company myself to find out where the box was. They located it immediately and gave me an update on my box.

During the time when my box was late, I placed calls to the Customer Service Dept on 7/22, 7/24, 7/25 (twice), to find out about my box. No help. After filing a complaint, I got a measly $50 a day refund. My hotel bill and outside expenses to stay in the hotel was WAY more than $50 a day since I hadn't receive my goods and needed to extend my time for my family in a motel.

In the end, I received AWFUL SERVICE, TERRIBLE CUSTOMER SERVICE, and the PRICE TOO HIGH. I will never recommend Uhaul company to anyone. To this day, I'm at my 5th call into the customer service rep to get a copy of my bill and refund. Finally, I got one competent customer rep to finally emailed me a copy of the bill.

Review: We recently rented a u-haul truck for 1 day, upon booking the truck I was told that we could keep the truck past the 7pm close time as long as the truck was returned before 7am the following day. The employee showed us where the key drop box was and we returned the truck by 1:00am. We moved furniture only in the truck and swept it before returning it. We were not contacted about any problems or extra charges being applied to our account but when I looked at my credit card statement I noticed that we were double billed, 2 days, 2 insurance charges and a $25 cleaning fee. When I contacted the business I was told it was because we kept it past the 7pm return time. I called their head office and they agreed to reverse all the extra charges. I have now been cotacted by the location and they reversed the entire charge and could not put through the correct amount which with mileage should have been $127.29 (their figures) when I called my credit card company to find out why I was told it was because they were actually trying to put through the $127.29 and the $25 cleaning fee again. I have now had to cancel my card to stop the company for billing my card. I will be filing a complaint with the [redacted] but wanted to let everyone know to be aware of the type of business practices that go on at the [redacted] Rd location.Desired Settlement: I want them to only charge me the actual amount of $127.29 as agreed by their customer service people in Arizona

Business

Response:

September 5, 2012

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

Mr. [redacted], a Customer Service Agent at our U-Haul Moving and Storage of Richmond, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] the end of August and relayed he would waive the cleaning fee and reduce the rental rate from two rental periods to one, thereby making the total rental charge $127.30. As of August 24th the original rental charges were reversed, however, the adjusted charge of $127.30 that is now owed has been declined by her credit card on file. Mr. [redacted] has since put the amount owed on a Promissory Note and the Note was sent to our Collections Department .

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:

While it is true that I spoke with U-Haul and they were going to reverse the cleaning fee and the double billing that actually did not happen at the rental office level. I received a phone call from the U-Haul office and I spoke with someone regarding processing my credit card payment again and it not going through I promised to investigate. I called my credit card company and they told me the u-haul office was once again trying to put through the charge including the $25.00 cleaning fee, when I called the u-haul office back and told them that they admitted that yes that was the case and they could not waive the fee. I suggested the speak with their head office as I did and when it was resolved they were to contact me and I would come in and pay the correct amount in cash as I ended up cancelling my credit card to avoid them putting through the over charges again.

If they are willing to provide me with an invoice for the correct amount as agreed upon I will go in and pay the bill in person.

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 had used the U-Haul U-Box Storage Unit at [redacted] from May 2012-September 2012. On September 15, 2012, I ended my contract with them when they picked up the U-Box from my apartment complex. I received a billing notice in October 2012 from U-Box stating that they were charging me for a unit I was no longer using. I called U-Box and they resolved the issue, stated that they put in my move-out date and that I would not receive any more payments.

On 1-12-13, I received a billing notice via email for the storage unit. This was a few days short of 5 months from when U-Box had picked up my storage unit. I called U-Haul Ubox, left two voicemails, and did not hear anything. I ended up calling again and spoke to U-Haul Customer Service and was connected with a manager. The manager got a hold of U-Box and they stated that the woman who dealt with billing at U-Haul was out sick with the flu. They said it would be resolved in two or three days.

On 1-22-13, I received another billing notice via email saying that my payment was late and I was charged an additional $15 to my account. I have been dealing with this issue for 6 months. U-Haul has failed to correct this issue. I wrote a letter with the same information to U-Haul and have left multiple messages.Desired Settlement: I would like U-Haul to stop contacting me for billing and I do not want to be charged any more on my credit card.

Business

Response:

February 26, 2013

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

Ms. [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] and sent her an email explaining she spoke with our U-Box Department and her account has been cleared. No further bills will be sent showing a balance. Ms. [redacted] included her telephone number in case Ms. [redacted] had other 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: On 06/27/2012 I rented a trailer from Uhaul for 2 days. On 9/13/2012 I received a notice from a collection agency informing me that I owe a citation fee of $10.25 plus an administrative fee of $30.00. I called Uhaul and asked what it was about, and was told it was for an unpaid toll. However I was never informed that I owed anything for any toll. The lady on the phone said that Uhaul does not tell you when you owe money for a toll, nor do they charge your credit card for tolls. Uhaul had all of my information, and could have, at any time, informed me of the fact that I owed money for a toll. They chose to wait until it was past due, and then you are fined even more money for a delinquent toll. Then on top of that they send it to a collection agency, all the while they could have either informed me of the situation, or just charged my credit card. This seems like a totally unfair practice to me. I am willing to pay for the toll, although I am not willing to pay for the fine, or the administrative fee.Desired Settlement: I would like to pay for the original toll that I owe .

Business

Response:

October 16, 2012

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

Our Customer Service Agent contacted Mr. [redacted] and addressed his concerns. He was advised that he was responsible for the full amount of the bill. Because the trailer is registered to U-Haul, any unpaid tolls or citations are sent to the U-Haul Company for payment. An account is set up in our Collections Department and we research the rentals for the time of the toll. The bill is then sent to our customer responsible for the toll, which also includes a $30.00 administration 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

uhaul Regards,

Well my question is still the same. Why did u-haul not send me a bill for the toll when it was due. Why do you wait to send me a bill for the toll once a fine is imposed and then add an administration fee. Of course the bill for the toll is send to u-haul because the trailer is registered to u-haul. But when u-haul receives that bill u-haul should pass that bill over to their customers and give the customer a chance to pay the bill. In the meantime u-haul does not pass the bill to the customer until a fine is imposed and then add an administrative fee. Only after a fine was imposed u-haul passed the bill for the toll over to me . That's a scam in my eyes. Again u-hall had my address, phone number, email address, and credit card information but I was never send a bill for that toll. And again I am happy to pay for the toll but I will not pay for the fine and the administrative fee. Best Regards.

Business

Response:

November 27, 2012 Thank you for your continued concern for our customer Mr. [redacted]. Ms. Makia Jones, a Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She contacted Mr. [redacted] and explained that when the citation is sent to U-Haul, we need to pay the fine in order to keep our trucks on the road legally. To avoid delays if the customer chooses not to pay the citation or we don't have a current address for our customer, we pay the citation and then set up a collection account. Even if we were to mail the citation to our customer that is responsible for the fee, there would still be research involved and we would need to set up an account for follow up to ensure the citation is paid. Therefore, irregardless if the citation is sent to our customer to pay or we pay and send a bill to our customer, there is research and follow up that needs to be done and this leads to a processing fee. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria PalmisanoExecutive 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.

Regards,

Dear Ms Makia Jones, I guess you forgot to mention that before a citation is issued a regular bill was sent to Uhaul. Here is how it works. On Florida's Turnpike when you drive through a toll station a picture is taken from your license plate. A bill for the toll you owe is then sent to the address of the license plate owner. If the bill is not payed by a certain date a citation is issued. Unfortunately Uhaul chose to not pay the bill that was sent in time. I was never billed for the toll that I owed. I would have been happy to pay the toll that I owe and I still want to pay for that, but I refuse to pay for the citation fee, and the administration fee. It was Uhaul's mistake to not pay for the toll bill, and it was Uhaul's mistake to not send me a bill for the toll at all. Best regards, [redacted].

Review: February 14th, 2013- I made a reservation for a 26ft truck, with the $14 Safegaurd, one utility dolly and 2 movers via the U-haul [redacted] service in [redacted] SC at Carolina Activities to be picked up at 12:30 on 3/1/2013.

On the afternoon of 02/28/2013 I received a call from the U haul Savannah office that there were no 26ft trucks in my area until Monday and I could be offered some discount if I took that reservation on Monday. As this did not work for me, the reservation was cancelled.

On the morning of 3/1/2013 I called the same U-haul office back to check if a smaller truck was available as I had already come down from Virginia to move expecting to have the truck I booked a few weeks prior. The office told me all they had was a 26ft truck in Savannah, something that they did not tell me was available the day before when my reservation was cancelled.

I called the movers to pick up the truck because it was now too far out of range for me to pick up and I did not think it safe to drive through a city I did not know 8 months pregnant. The mover who picked up was [redacted] of [redacted] of Savannah who I hired through the U-haul [redacted] service.

3 Utility dollies, a furniture dolly, and 60 furniture pads were placed on the truck that I did not order. When I called U-haul location and said I had not placed an order for those items they told me “the mover already left with the truck and it was too late now”.

Once the truck was loaded it would not start. A mechanic was called and it took an hour and half for him to arrive and then the repair time so we sat there for over 2 hours with movers on the clock getting paid by the hour unable to do anything. At this time he stated it was a very old truck, it never should of left the lot in the condition it was in, we shouldn’t take it over 40mph, also it should be left running once we got to the location as it was likely to not start again. He also said the cargo lights were left on and it drained the battery but there were no lights that had been on, nor did a light in the truck indicate that the cargo light was on. We told him this and it was chalked up to being a very old truck. Also, the cargo lights turned off automatically every hour as not to drain the battery anyway so that did not make sense as why the battery would be drained. Once running, the truck shook very hard when driven and while idling.

I was not able to go to my second storage unit and complete my move because of the delays and the worry of a faulty truck not making it.

When we arrived at my house for unloading the truck had to be left running which ate up plenty of fuel as was advised by the mechanic who came out.

Finally, when it was time to return the truck it over heated on the way back and could not be driven for another 2 hours. No mechanic was called this time because there was nothing he could do besides telling us to let it cool down. When [redacted] put gas in the truck he mista[redacted]ly put diesel fuel in it and I am not disputing this charge with U-haul. However, I do not think I should be liable for gas when I could not shut the truck off to begin with, or be liable for the truck rental/mileage for the defective equipment I received. Plus, I should have some sort of reservation guarantee. I also do not think I should pay for the dollies I did not order, but I will agree to pay for the 48 furniture pads that we did end up using. I know it is usual protocol that dollies are supposed to be sealed and if a seal is not bro[redacted] you do not get charged for it because you did not use one, as has been my experience with U-haul in the past. None of the dollies were shrink-wrapped so there is no way to prove we didn’t use them. The only equipment that was used was the utility dolly (I had ordered) which I will not dispute. However, because I had to pay so much over for the movers who were unable to work due to the truck being bro[redacted] down and not being able to complete my job, I think the fuel mix-up and other charges should be waived.Desired Settlement: Refund

Business

Response:

March 7, 2013

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

Mr. [redacted], our GM of our U-Haul Moving and [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and explained when the mechanic that was sent out hooked up his jumper cables, the interior lights came on as well as the 2 lights in the back of the truck. The mechanic asked them not to shut the truck off to allow the battery to charge up. Mr. [redacted] relayed that the mechanic topped off all fluids before allowing Mr. [redacted] and Mrs. [redacted] to continue their move. He also relayed that all the dollies and pads were requested by the movers and although the pads were just thrown in the back of the truck when it was returned, they were not charged an extra fee to fold the pads. He advised Mrs. [redacted] that the fuel tank would have to be flushed due to the wrong fuel put in the truck.

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.

No lights were left on in the truck, it was daylight when the truck was picked up and where never turned on. This was even relayed to the mechanic. The battery was not drained because lights were left on. I received a very poorly maintained truck that did not work and broke down TWICE and shook when driven. [redacted] also says it is a false that he "requested" additional items, he was told by U-haul I had ordered them when I had not.

Regards

Business

Response:

March 18, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, reviewed the information Mrs. [redacted] provided. He informed our office he issued a credit for $100 back to the [redacted] account on file as an adjustment on their rental. The credit should post on their next credit card statement.

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 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: At first, I called a local UHaul dealer in[redacted], ** and spoke with a representative to take care of renting a fourteen foot truck. All was well with that until I had to deal with Corporate Headquarters. I was told my charge would be $87.00 at first, then spoke with [redacted] and learned that I would have more charges equalling a total charge of $99.69. I was under the impression and asked and confirmed with another representative that the charge of 99.69 was the final charge. So, I went ahead with the order. After turning in the truck and a day going by, I noticed an additional charge of $15.43 on my credit card. I called and spoke with [redacted] at the corporate office and she proceeded to say that since I spoke with [redacted], I would need to speak with her. So, I had [redacted] call me back and learned that when I spoke with her previously, that the charge that was confirmed wasn't all of the charge. Basically, it seems that they did not know what they wanted to charge, or what the exact rates were even when I confirmed the amount. This is not how a business should be ran. You should not tell someone the total charges and then keep their credit card number on file and charge them later for fees that were never once discussed.Desired Settlement: I want $15.43 refunded to my credit card.

Business

Response:

April 8, 2013

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

Mr. [redacted], our President for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offing his apology for any confusion incurred with her recent rental. He explained the additional fee of $15.43 was charged when Ms. [redacted] elected to purchase the optional Safemove Protection coverage. Although this was a valid charge, Mr. [redacted] relayed he issued a credit for the charge back to her [redacted] account since it wasn’t properly explained at time of rental. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: To Whom It May Concern:I received a 14 truck from UHAUL on Saturday 4/20/13 and returned on timely matter as agreed.I was charge $15 extra for cleaning and I called [redacted] and asked her that the charge was unfair as I received the truck with dust and dirt that I have to clean myself.There were couple pieces of drywall in the truck from my move and I disagree that $15 was necessary. Total bill is $84.63 and I am asking to reimburse me the $15 charge. I never was told that there will be a cleaning charge fee.Sincerely[redacted]Desired Settlement: DesiredSettlementID: Refund

I have to clean the inside of the truck from dust and dirt myself.I am asking to reimburse me the $15 charge. I never was told that there will be a cleaning charge fee.

Business

Response:

April 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted], our Executive Assistant for the U-Haul Company of Nebraska, followed up on the information [redacted]provided. He informed our office he issued a refund back to [redacted]for the $15 cleaning fee in the interest of customer good faith.

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: I booked an Uhaul in the middle of April by calling their 800 number. The reservation #: [redacted]. The quote of the 6’* 12’ Trailor given to me was $163 (before tax) from Cuyahoga falls, Ohio (my apartment) to Windsor Canada. Please see below for the confirmation email sent by Uhaul. The quote was revised as I changed the size and destination of the trailor. I gave U haul my credit card information to secure the price already.

However, on the pick up date (May 4 2013, 5:30PM), I went to the pick up place (800 E Tallmadge Ave Akron, OH [redacted]), this branch told me that the price would be $ 198 if I go to Detroit (Michigan) and the price would be $379.14 (after tax; $356 before tax) if I go to Windsor, Canada. I called the customer service immediately and their price was $163 if go to Detroit, Michigan.

I called Akron Ohio region office (phone #: ###-###-####). They gave me different prices for the same quote. Namely, the price would be $174 if I go to Detroit and $398 if I go to Windsor, Canada.

As the branch would close soon on that day, I had to take this last minute changed price. Otherwise, I could not make my move the next day. I want to complain about the following:

1. It is unethical, if legal, to increase the price last minute. At that time, I would not have other choices. I could have called other trailor providers if U haul did not obey the quote price and increased the price. Uhaul knew I would take any price at that moment.

I was taken advantage by the Uhaul, which was unfair.

2. The agent at the Akron Ohio region office, [redacted], forbade me to take the Uhaul to Windsor Canada, then return the Uhaul to Detroit, Michigan. However, the customer service told me that I could do that to save some costs.

I also had previous experience of using the Uhaul Trailor to cross the border and return it in US. In that way, the cost is much cheaper. Another Uhaul agent also suggested me to unload my household staff in Windsor and return it in Detroit.

I want to complain about this agent, [redacted] in particular.

3. Detroit and Windsor are two border cities that are next to each other. The price is unreasonable high to return the trailor to Windsor than in Detriot.

4. Different branches of Uhaul gave me different prices for the same quote (e.g., go to Detriot or Windsor). This was a blatant price discrimination and take advantage of customers.

Upon this, I asked U haul to return the extra charge ($216.14=$379.14-$163) to me.

Thanks!

From: [redacted]

To: [redacted]

Date: Sat, 20 Apr 2013 15:12:30 -0700

Subject: Your U-Haul Quote

Dear [redacted],

We thank you for choosing U-Haul to make your move easier.

The rate(s) for the rental equipment that you were quoted for pick up on Sunday, May 05, 2013 from CUYAHOGA FALLS, OH to Windsor, Canada:

6' X 12' Van Trailer $163.00

The rate includes 2 days and 219 miles.

The rate(s) quoted will expire in 24 hours and are subject to change if you change your pick up date.

To confirm your reservation and guarantee your rate with a credit card, call us anytime at1-800-GO-UHAUL (###-###-####). To confirm your reservation using cash, please stop by one of our 16,000+ convenient locations.

Thanks again. We are looking forward to serving you.

Sincerely,

U-Haul Reservations

1-800-GO-UHAUL

###-###-####

Started packing? Fill out our free U-Haul packing planner to get started. In addition to having the widest selection of boxes and moving supplies, we also have FREE boxes via our Take-A-Box / Leave-A-Box and Box Exchange programs.

From: [redacted]

To: [redacted]

Date: Fri, 19 Apr 2013 13:22:36 -0700

Subject: Your U-Haul Quote

Dear [redacted],

We thank you for choosing U-Haul to make your move easier.

The rate(s) for the rental equipment that you were quoted for pick up on Sunday, May 05, 2013 from CUYAHOGA FALLS, OH to DETROIT, MI:

5' X 8' Van Trailer $93.00

The rate includes 2 days and 219 miles.

The rate(s) quoted will expire in 24 hours and are subject to change if you change your pick up date.

To confirm your reservation and guarantee your rate with a credit card, call us anytime at1-800-GO-UHAUL (###-###-####). To confirm your reservation using cash, please stop by one of our 16,000+ convenient locations.

Thanks again. We are looking forward to serving you.

Sincerely,

U-Haul Reservations

1-800-GO-UHAUL

###-###-####

Started packing? Fill out our free U-Haul packing planner to get started. In addition to having the widest selection of boxes and moving supplies, we also have FREE boxes via our Take-A-Box / Leave-A-Box and Box Exchange programs.

Business

Response:

June 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email:

[redacted], I have read your concern and I will refund the $216.14 to the credit card used for the rental. You should see the credit in 3-5 business days. My appologies for any inconvienience this may have caused. Please feel free to contact me if you have any further questions. [redacted] Executive Assistant U-Haul of Ohio [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: on June 7 I was to pick up a u haul in harrodsburg ky. On June 6 noone called me from Uhaul to confirm reservation so I called uhaul. They told me then that I was not going to be able to pick up truck where scheduled. They then told me I would have to go about 15 more miles to somewhere else. No one even called me I would have shown up on the 7th to pick up and not have a truck. The person at the dealership was no help he refused to go to bardstown and get me a uhaul. I had to take about 3 hours of my work schedule to call uhaul customer service and other uhaul places to find my own uhaul. I do not work for uhaul, so they should have taken care of this for me. Also [redacted] at corporate was very rude and lied to the dealer and said there was no uhauls close he could get. My pick up location had been changed to lawrenceburg, but [redacted] said the truck was not there until friday morning so the dealer could not go get. I finally talked to machelle at corp. and she said the truck was there at lawrenceburg, so in general [redacted] had lied to me. [redacted] worked it out wiht dealer to get truck and it was there the next morning . I called u haul and complained about no one calling me and also about how rude [redacted] was to me. All they would give me was 50 refund which I haven't received as of yet.Desired Settlement: I think I deserved more than 50 credit when I had to do all the leg work to get a Uhaul for myself on the day needed, even though I had made a reservation 2 weeks earlier. I had to take about 3 hours of my time to take care of finding me a uhaul, when this is not my job. I don't work for uhaul. In my opinion this is a poor way to do business.

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], A Senior Customer Service Representative, followed up on the information [redacted] provided. She spoke to [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee along with 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. The refund was issued back to [redacted]’s Master Card account and should post on her next credit card statement. The Certificate was sent by separate email.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a UHaul truck and when it was returned they tried to say I caused damage to the vehicle. I know I didn't cause the damage they pointed out when the vehicle was returned. Funny how the attendant went right to the side of the truck that had the damage and tried to pin it on me. I pointed out that the damage he was showing me had rust on it, which means it was done previously. A manager was called and didn't want to hear anything. I told them that if I had caused the damage I would have let them know because I had taken the insurance out on the rental. The manager told me the damage to the vehicle isn't covered. I called Repwest, which is the representative for Safemove, the insurance they offered. They said "that anything that happens to the top or roof of the vehicle was not covered." Of course, this was the top corner of the vehicle. The SAFEMOVE validation tag that you initial clearly states the equipment # and right below the 1st thing checked reads: Damage waiver protection- relieves you of financial responsibility for the damage to U-Haul equipment (of course it does not state that the roof and top of the vehicle are not covered after this statement). The vehicle Equipment # is [redacted]. Just wondering if anyone has had the same or simular problem in the past with this particular UHaul location. When I left they charged my debit card over $560.00. I am fighting this with my bank and will take matters further if I have to.Desired Settlement: I would like the Revdex.com to investigate and make sure that their aren't any other complaints that have come in like mine. Also, let everyone know that if the insurance is taken there are loopholes. Make sure that a walk around is done and that every inch of the truck is checked, especially the roof.

Business

Response:

July 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern NJ, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed their concerns. He advised her of a refund for $562.43 back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We were overcharged on a U-Haul rental on August 12,2013. We were given 3 days and 470 miles to get to our drop off location and we called them and told them we would have to return the U-Haul to the original location ad they said that is fine. We will just have to pay for the extra miles and the extra days we needed the truck. After we dropped it off we received an e-mail with our bill receipt attached and we were only given 1 day and 30 miles to get out of state. They completely changed the contract and overcharged us hundreds of dollars. WE have contacted them several times this week to get this issue resolved and it has gotten nowhere. They keep saying a manager will call us and no one calls us. This needs to be resolved and they clearly have no intent to fix their screw up.Desired Settlement: I would the money they owe me credited back to my debit card that they have on file and I would like a correct receipt sent to my email address on file with them.

Business

Response:

August 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of IA, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and discussed her concerns. He advised her of a refund for $280 he issued back to her Visa account for the extra miles and days. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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,