J.R.J. Tara Corporation

Review: ON April 19 th I rented a truck from uhaul advertised at 19.99 a day. When I went to the office to pick up the truck I read the rental agreement that stated .99 cents per mile with a 30.00 fee for bringing the truck back with gas gage below where it was first taken out. Upon returning the truck on April 20th, the facility was not open so I left the truck at the designated area with a half of a tank of gas, which was a quarter more than what I originally had started with. I knew I would be charged for approximately 55 miles. I place the keys and paperwork in the drop slot and waited to hear from the facility the next day. By the end of the week I finally received an email with an invoice charging me 50.00 (not even the 30.00 stated) claiming I brought the truck back with the gas gage lower than when I took the truck. I have proof that before dropping the truck off , I put 23.00 worth of gas in the truck bringing the gage, again, to a half of a tank. I also was charged some enviormental fee which was not stated in the agreement. I have called and emailed uhaul twice to dispute the gas fee. Both times I was told they were correct in charging me the fee. I was told 30.00 would be waived but yet, Saturday May 3, I was charged the full 196.00. I am currently working with my bank to remove the entire amount .Desired Settlement: I will pay the 60 miles they claim I drove (although it was 55 that I saw on the speedometor) and I will pay the two day rental which is 40.00 rounded off. I will NOT pay any gas fee or enviormental fee as the latter was NOT on the agreement and the gas fee is fraudulent. I have proof I put in 23.00 worth of gas right before returning the truck filling it to half a tank which was a quarter more than a I took it out with.

Review: I rented a U-Haul truck on 4/5/2014 and the truck's battery went dead. I never left the keys in the ignition because I knew that it would cause a problem. When I was done moving my items from my apartment the truck had a hard time starting but eventually I got it started. When I went to my first stop to drop off some items to the new place and then go to my storage where the rest of my items were going to be placed the truck failed to start. I had the keys in my pocket so at first I did not think it was the battery. When I checked the lights in the truck they were dim. I contacted U-haul and the company they were contracted with to service the truck took almost two hours to show up. I was told that it was only going to be 1 hour but it took almost two hours. I had a total of 4 movers with me but because of truck not starting and tow truck they sent out was late I lost 2 of my movers. No one from U-Haul or the tow truck company called me to advise that there was going to be a delay. By the time the tow truck got to me it was almost dark and it was getting cold outside (turns out the battery needed to be jumped). I requested some type of compensation due to the fact that U-Hauls truck was not up to standards for moving but U-Haul refused to give me any type of compensation. I've used U-Haul many times but this is the first time where I had an issue and U-Haul did nothing. I will never use U-Haul again.Desired Settlement: I would like a refund on the truck rental. I am not asking for compensation on the miles that I used because I was eventually able to finish moving but the truck was horrible and as a customer who was inconvenience I should be compensated.

Business

Response:

May 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater regional office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on May 22nd requesting a return call. He mentioned there was still a balance owed on the contract for $2.74. Since he had not heard back from Ms. [redacted], Mr. [redacted] left another message today explaining he issued a refund for half of the rental fee, or $29.74, as an adjustment on her rental. The refund should post on her next [redacted] 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]. I have spoken to U-Haul and my issue was assigned to [redacted] and he has refunded half of the cost that I paid for my truck rental. I have received my refund on 05/29/2014. My Issue has been resolved. Thank you for your assistance with resolving my issue.

Regards,

Review: July 19th 2014 My friends and I rented a cargo from U-HAUL for moving. We used it about three hours. Before returning it, we refilled the fuel to 3/4 of tank ( with a receipt). We returned the cargo to the location and made sure if that okay as they told us just parked the cargo on returning the line. Then we left.

July 21st 2014 I found out there one more transaction from U-HAUL. I called to the customer service and customer service said they charged me for the fuel. I complained about that because I did return it with the same fuel level (actually more than that) and asked them refund my credit back not the VIP gift card. Customer service created the file for me and said their manager will review it within 48 hours and tell me the result by phone.

After more than two days, I did not get any reply. So I called customer service again. The customer service said the manager still not review it and told me the manager will call me soon. I called the customer service about every two days to check my file status. Until July 28th, the customer service told me that they send the file to the wrong location; so asked me to wait another 48 hours for the reply. Until now, I still did not get any answer from U-HAUL. Whenever I called to the customer service, the customer service always asks me to describe what happened over and over again and desires to fine flaws in my description. However, I still did not get my money back in two weeks.

Moreover, U-HAUL did not correct the millage on the rental contract which was the wrong number before we checked the cargo.Desired Settlement: Refund the amount plus interest that they charged more than I should pay and also compensate spirit and time losses from this.

Business

Response:

August 12, 2014

Revdex.com # 10160964

U-Haul Ref# [redacted]

Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] the President in our North East Dallas Regional Office left a message for [redacted] asking for a return call to discuss his concerns.

[redacted] says the out contract shows the fuel level at 5/8 of a tank and the return contract shows ½ of a tank. According to the information on the contract, [redacted] was overcharged by $7.50. This amount was credited back to the [redacted] Card used for the rental on 8 /3.

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

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

Sincerely, [redacted] Executive Assistant

U-haul International

Consumer

Response:

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.]

First of all, I did not receive any phone call or message from U-haul. I am [redacted], not Mr. The thing is that I did return the cargo with 3/4 tank of fuel level not 1/2 tank. I do not know the internal checking system of U-haul, but I only used 19 miles in that day; it is impossible using that much fuel. Moreover, I did fuel the tank before I return. I am sure I return the cargo with 3/4 tank of fuel level.

Regards,

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North East Dallas Regional Office, reviewed the recent comments [redacted] relayed to your office. He informed our office he authorized a refund for $24.50 back to their [redacted] account used for the rental. The refund 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

Review: this is from a blog post I wrote - it sums up the majority of the details. I have a bunch more details and proof that needs to be sent as an email (it is a pdf).

So I want this blog to be about how to survive the “stuff” life hands us. I have been fighting all of my life for what I want. Some things get easier as

we get older and some things get more frustrating as life goes along. For me, a complete lack of Customer Service really bothers me. Customer

service today is non-existent. Actually, the customer service of today should carry the tag line “oh well, not my problem”. This became quite clear to

me in the last couple of months when I rented a Ubox from Uhaul. I reserved the pod online for a pickup in Colorado Springs. My brother, sisterin-

law, and my sister-in-law’s brother so graciously agreed to load the pod and return it in Colorado Springs. I called the morning of pick-up to

make sure they had my credit card information and that everything was ready to go. I was assured that the pod was all ready to go and that they

would make sure and put all charges on my card. When my brother arrived, it took them an hour to process the Ubox due to the fact they said they

had never processed one. They then charged my brother for extra fees that I knew nothing about. I had to scramble and get him some money to pay

him back for the charges that they didn’t put on my card.

Once the pod was back to the Colorado Springs Uhaul, I followed the time line that Uhaul posts online. The dates changed almost daily. At one

point in time they had me picking up the pod on the 22nd of June and returning it on the 21st of June – the only problem was they forgot to “rent”

me the time machine to do that. That would have been another extra charge they could have added.

So, after posting complaints to the website through their “contact us” form (two times online and a third as a follow up about customer service), we

fast forward to two months later with no word from Uhaul. I finally decided social media was the way to go. I posted a comment on Uhaul’s

[redacted] page to which I received a very fast response. The person on their social media explained that they were going to put in a “formal”

complaint. I thanked this person but told them I didn’t have much faith. Now, almost two months to the date that this mess started, I finally receive

a call from the local Uhaul office. The manager explained to me that the pod arrived on the thirtieth of June and that they tried to call me, but my

phone had been disconnected. I always give my cell phone number when I leave a phone number because I always have it with me. My “guarantee”

and I use the term loosely stated that the pod would be here by July 1 and I could get to my stuff July 2. Now, remember that the dates changed on

the timeline almost daily, so apparently the way they get around things is by changing dates when they want to make themselves look good. So,

after trying to call me on my disconnected phone, they found my phone number after a few days. When in actuality, I believe I called on the first to

see if the pod had come in and had been told it hadn’t – not entirely sure on that, but it sounds like something I would do after fighting up to this

point -researching phone records. So, in the end, the manager explained to me that they did nothing wrong and that the pod had been delivered on

time so I was out of luck. He did say maybe my team mis-dialed, but it’s still not our fault.

Uhaul is the epitome of customer service today. I have to add the humorous part of this conversation with the manager today. He told me that he

would be happy to issue me a “VIP” $100.00 credit for future use at Uhaul. I explained that would mean that I would be using Uhaul in the future,

which I won’t. So, as you’re moving (yourself or kids to college) and you’re thinking of Uhaul, check out their [redacted] page first and read the

comments. There are plenty of unhappy people on the page. I never did see a positive post. I didn’t read through every comment ever made, but I

saw plenty of negative comments – most dealing with customer service. Just please use caution if you use Uhaul, or look at it like a casino, you’re

probably going to spend a lot of money and not come out with much.

Tomorrow is another day, and I will move on, but Uhaul will not see my business in the future. I’m off to have some fun tonight and remember that

I have the power whether to give businesses like this my money. We all have that power. See, we really do have powers to control the companies

who anger us and have terrible customer service by not giving them our business. Onward and upward.Desired Settlement: I want the refund of the $2000 for the pod that was "guaranteed" to be delivered by July 1. I received the call on July 3 stating that my Ubox had finally arrived - this was after I called and spoke with the manager in Bangor, Maine who told me the pod had not arrived on the 1st as "guaranteed".

Business

Response:

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

[redacted], our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining she issued her a refund for $750 back to her [redacted] account. 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

Consumer

Response:

I have accepted the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has refunded the money to me and I consider this issue to be resolved. Thank you.

Regards,

Review: I began having major issues with u haul since 9/27/14. 1). truck that was reserved was not available at the store that I reserved it from 2)I was told I had to upgrade my storage unit because the storage that I originally reserved, "had no Door" 3)as a result I was given a month free along with the original deal of 1 free month. 4)My 1st payment due 11/27, but started get bills on 10/21. 5) spoke store mgr to fix issue 10/21, 6) by 10/29 is was not resolved. 7)spoke with 13 different reps as a result of being transferred around starting at 8:38 until 10:31. In this time frame, I spoke to [redacted], [redacted] (store manager states "i cant waive a fee until its due), [redacted] 3Xs (bad attitude, along with several other rude, unconcerned and powerless reps. I asked for copies of conversation 6 times.However, now one took my information to send a copy. I was blind trfd several times, disconnected, and left on hold 20 mins, and then told to call back tomorrow, to speak with executive assistant [redacted] because she wasnt there. I was first told that she was there, but could not come to the phone.

Product_Or_Service: Uhaul StorageDesired Settlement: DesiredSettlementID: Other (requires explanation)

Additional free months of storage rent, and an apology letter.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and informed her the VIP Certificate had been issued to cover the 2nd month of storage and her next due date was November 27, 2014. Ms. Locket stated she was not able to pick up her equipment at the confirmed location and was sent to an alternate location. Ms. [redacted] also issued 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

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: I ordered a 17 foot truck over a week and a half ago and now I was notified less than 20 hours before pick up that they only have a fourteen foot truck available. They lack the where with all when it comes to providing what the customer orders well in advance.Desired Settlement: Getting what I did not pay for should be greatly reduced price!

Business

Response:

November 7, 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 Tidwater Regional Office located in Portsmouth, VA, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], Our office received your objection from the Revdex.com regarding your recent rental from our company. Please accept our apology that we were unable to fill your reservation with the size of equipment you requested. It is unfortunate that a previous customer did not return equipment as scheduled, but that was out of our control and we did our best to find the best equipment available to meet your needs. I issued our $50 Reservation Guarantee to the credit card that was used when making the reservation and we sincerely apologize for any inconvenience this has caused. In addition, I have issued a $40 VIP coupon that you can use for propane, storage, boxes, etc at any of our U-Haul moving locations. You should receive emails reflecting the credit issued and the VIP coupon. Thank you for giving us the opportunity to review and address your concerns. Sincerely, [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.I have not received the 50.00 dollar refund and the gift certificate would not work online as they told me it would.

Regards,

Business

Response:

November 17, 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 recent comments from Mr. [redacted]. He informed our office he left a message for Mr. [redacted] requesting a call back in order to address his concerns. He relayed the VIP Certificate is still valid. He hopes to hear back from Mr. [redacted] soon.

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: Have attempted to resolve U-BOX billing issues, reservation issues and contract issues since June, 2014. Spoke to numerous individuals and managers on the Customer Service 800 line, Regional Manager's Office and Headquarters, all inform me that the only location able to correct my contract issue is the Ithaca location. I have called 70+ times but the call rolls to the 800 Customer Service line that cannot assist me. I have never been able to reach the Ithaca location, ###-###-####, number on the invoices. The Regional Managers Office ([redacted]) has waived late fees and liens during the summer and applied credit card payments to my account even though I was put on automatic pay. After moving out of the U-box unit on August 22, 2014 monthly billing has continued with late notices, emails and phone calls. Messages were apparently left from the customer service center for the Ithaca office to return my call, no returned calls have ever been received. Mid October I called the Regional Manager's office but did not receive a returned call. Called [redacted] at the RMO and customer service at the headquarters level approximately a week later on 10/27, both informed me they could not resolve move/close out of the contract. [redacted] did call me back after I called headquarters to inform me that the contract had been cancelled and all charges after the move out date had been credited. Catrina at the headquarters level confirmed the credit transaction had taken place. Then received a message that there were 4 new U-box reservations made under my name in error. Saturday I received another late notice email and an invoice for the 3 months after I have vacated the U-box, apparently the contract was not closed out as [redacted] and headquarters indicated on 10/27. From my records I have slightly overpaid which is not a concern. I have move out paperwork from U-haul and [redacted] statements showing payment. Thank you for assisting. Room or contract #[redacted].Desired Settlement: Close out contract, [redacted], as of my move out date of 8/22/2014, as my paperwork indicates, remove $287.85 of invalid charges made after move out date, stop harassing me with emails, invoices.

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided. She assured our office she moved Ms. [redacted] out of the U-Box herself. She also advised Ms. [redacted] she may receive notices of a past due balance as the account has a balance but we are not attempting to collect. The account will not go to collections and although Ms. [redacted] cannot stop the computer generated letters at this time, Ms. [redacted] should just disregard them. Ms. [redacted] reiterated this information in an email to Ms. [redacted] along with screen shots confirming the move out.

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:

To whom it may concern at Revdex.com,Thank you again for your assistance and efforts as I attempt to resolve my billing issue with U-Haul. See communication message below from [redacted]. Her explanation is that the issue has been resolved even though she is unable to stop emails, monthly billings, invoices and liens. I have been charged again for an additional month since we spoke on 10/27 as indicated on the attached invoice and lien received. I do not consider this to be resolved as long as I’m continuing to be billed monthly, receive invoices for multiple payments that are not due and receive late payment and lien invoices. Regards,[redacted]

Review: I was charged an additional $1.00 for an "environmental fee". Nowhere was it posted on the website while making the reservation or during check-out. When I questioned the on-duty clerk upon returning the trailer, I was told it was "in the contract". I read the entire contract and have yet to find it. This additional charge was NOT authorized by me, thus constituting theft or credit card fraud (in my opinion). I have emailed U-Haul about this and have yet to hear back from them. I made the suggestion during the return of the trailer that a statement be posted on their website about the fee and apparently the "higher ups" have been notified. Who knows how long ago that was. The $1.00 is not so much the issue as the "not knowing" factor.

Product_Or_Service: Trailer rental

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I asked U-Haul in my email through the "contact us" section of their website for a refund of $1.00. I also want U-Haul to post a statement on their website saying this "environmental fee" will be charged. In fact I'd like everyone who rented from U-Haul in the past year get their $.00 refunded as well (if they were charged).

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Mr. [redacted] rented a U-Haul trailer. Please be advised U-Haul does not charge an environmental fee on trailer rentals. I also confirmed on his rental contract that he was not charged an environmental fee. If he has a receipt showing otherwise, Mr. [redacted] can contact our GM of our U-Haul Center he rented from for verification and 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,[redacted]Executive AssistantU-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.

After reviewing my credit card statement, I did not find where the charge actually went through. Do not know why I received an email from U-Haul stating the charge had been made. I reserve the right to settle this at a latter date if I see the charge appear on a subsequent statement.

Regards,

Review: Dear Sir/Madam,

I had rented a moving truck from Uhaul [redacted] location,([redacted].phone# ###-###-####) The vehicle was to be returned at the same location. During the course of the day as I was running late I had called the [redacted] location phone number in order to inquire if I could return the vehicle at the [redacted] location. (This was the same number that I had made the booking initially.)

The call was directed to a central customer service centre in the states, even though I insisted on talking to the location that I had been dealing with the customer service representative informed me that I could not contact the store directly but he can assist me with my request.

He informed me that I could drop the truck at the [redacted] location but there would be an additional charge of about $40 to $60, as this seemed reasonable I decided to use this option.

When I attempted returning the truck at the [redacted] location the clerk said I needed to pay an additional $160 when I informed her what I was told by customer service she attempted contact the centre, after about 40 minutes of on hold she informed me that she cannot get through to an agent and that I could return the vehicle at her location and a manager will contact me to resolve the issue.

3 days later I received an email from the store manager informing me that I owed them $160 as I had changed the return location. I responded informing her that the reason I decided to change the return location was based on the information and that I would like to speak to a regional manager to resolve the issue.

A manage contacted me, on my insistence that he listens to the recording of the conversation between the customer service rep and myself in order to clarify the discrepancy he agreed to do so and contact me.

Never heard from him but after about 4 weeks I started receiving calls from a collection agency,

since then I have written to the president of the company outlining the whole incident and requesting the issue be resolved.(I have mailed this let 3 times) and haven't had any response. but I continued to get harassing calls by the collection agency I continue telling them that I have written to the president of the company and awaiting a response.

(I have attached the letter in order for you to understand all the details)Desired Settlement: HOW I WOULD LIKE THE MATTER RESOLVED

By listening to the audio recording and confirming the conversation in order to honour the advise of the customer service associate and end the call from the collection agency

DESIRED SETTLEMENT DESCRIPTION

Honour the advise given and remove my name from the collection agency

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello [redacted], After reviewin your cusotmer service file. I have emailed you a copy of your dispatching contact. The contract states the terms and conditions for the rental and returning the truck. Customer is responsible for any fee incurred for wrong destination. I will reduce the fee to $80.00. Please email me proof that this has been paid and I will take care of the balance. Thank you for contacting us again regarding this issue. Uhaul CustomerOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for responding to the complaint forwarded to you through Revdex.com, however as indicated in my complaint to your president (which I mailed 3 times and emailed the copy to your customer care department which was not acknowledged by anyone) I am not disputing the contract my only issue is that I decided to return the rental truck at another location based on the info provided by your customer service agent. Your organization seems to be ignoring that part of the complaint and the request to listen to the audio recording in order to confirm or deny my claim.My original rental fee was $69 however the location charged me a total of $125, so why I don't understand how you would think charging me another $80 would be a fair resolution. Please read through my complaint and resolve the issue in a fair and ethical manner.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she has been corresponding with Mr. [redacted] by email. She adjusted the balance due down to $13.53 and had the Promissory Note deleted.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,[redacted]Executive AssistantU-Haul International

Review: I reserved a 6x12 trailer with uhaul.com on 04/17/2015 to be picked up at 5pm on 4/18/2015 in Vestavia, Alabama. On 04/18 at 2pm I was called stating the trailer was not available and I would have to drive to Bessemer, Alabama by 3pm to pick up a trailer. I told them my reservation was for 6pm and I do not get off work until 5. They were very rude and did not care. When I mentioned the reservation guarantee stated on uhaul.com I was told that does not apply because they called me to cancel. That is not what the guarantee states (http://www.uhaul.com/reservations/PopUpGuarantee.aspx); I called back in and was told that I would only get a $50 credit if I drove to the Bessemer location and was there by 3pm. They will not honor their reservation guarantee for not having my trailer!! They hang up on you and are very rude and mean.Desired Settlement: I hired movers to be here, now I have no trailer. No other company will do same day rsvps. So now I am out $375 for the movers and truck plus the $50 reservation guarantee I'm owed. If I do not receive $425 from uhaul by 05/01/2015 I will be suing U-haul in small claims court for $5,000.

Business

Response:

April 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] to discuss his concerns but he did not wish to listen to her explanation and disconnected the call. She called him back but the call went directly to his voice mail.

Please be advised when a reservation is made, our Traffic Team accesses the equipment location logs and schedules and finds the best match to our customer’s request. We then contact our customer in order to come to an agreement on the size, place and time the equipment will be available. After that agreement is made, if we fail to have the equipment at the time and place documented in the agreement, we offer to pay our customer a $50 Reservation Guarantee Fee for that failure. This was the case with Mr. [redacted] because it was necessary that we ask him to drive to an alternate pick up location to secure the needed equipment. Having to offer other options can be due to various reasons, which include a previous customer not returning the equipment on time or dropping off at a different location, as well as equipment malfunction. Also please be advised that Ms. [redacted] issued a refund to Mr. [redacted] 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

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.Yes, someone did call me and advised me that I would not receive the $50 guarantee. I asked why and was told that because they called me an hour before my pickup. I explained the guarantee says I get $50 if they cancel or change the reservation. She was very firm saying I cannot and will no get the guarantee. I told her she is wasting my time and hung up. She never offered to give me the $50. I have all my phone calls to and from Uhaul recorded as any smart consumer should. Every single person I called in uhaul customer service refused to honor the guarantee. But the in store employees expressed I should receive it. Uhaul has shady business practices and lies to their customers. Please let me know how you already started to give me the $50 when you do not have my address to send me a check?

Regards,

Business

Response:

May 6, 2015

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 Central Alabama Regional Office, reviewed Mr. [redacted] recent comments and sent him the following email in response:

Good afternoon, I have contacted UHaul's credit card processing department and was instructed that the $50 did go through. Please give the following tracking number to your institution: [redacted]. Best, Executive Assistant [redacted], ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Review: Very long story short - The first order they got completely wrong in every possible way - wrong truck, wrong location, wrong manner of contact. We canceled that order and placed a new one. They said it would be even cheaper (new location). However they had to upgrade the truck twice because of a shortage of trucks (which they failed to tell us). Finally, when the move was all done, they charged us EXTRA, for undisclosed and unauthorized fees. They twice asked us if there was anything they could do to remedy, but failed every time we've tried to contact them. Twice now, I have put in a formal complaint. They told me (both times) that they would call me back in 72 hours and never did.Desired Settlement: We were charged an extra $44.07 (unauthorized) in addition to the $200.15. Would like the second charge returned to card.

Business

Response:

U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for the requested amount of $44.07 was issued back to Mr. [redacted]’s [redacted] account on April 14, 2015. The refund should post on his next credit card statement if not already.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: This involved the Uhaul portion of the business. When I returned the truck, they charged a cleaning fee because they felt the cab was dirty. The "hair" and such did not come from me but was under the crevices of the seat. All the receptionist at the desk said was that I signed a paper stating it was clean. She offered me a broom to clean it, which I felt was inappropriate. I tried to tell her I accepted the truck in that condition-what was there was normal wear and tear. I feel I was gouged for something that I had no control over.Desired Settlement: I just want this business to be aware that normal wear and tear is to be accepted in this situation. I felt this was nitpicking and just another way to squeeze a few extra dollars out of me. The truck was new, and still smelled new. Why should a client have to go to a car wash and vaccuum the crevices of the seat from the previous client's use? I even cleaned out unused napkins in the door that I didn't discover until it was returned.

Business

Response:

August 20, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining he found the charge for $36.00 on a [redacted] ending in [redacted] and that he had issued a credit back for that amount. The credit should post on her next credit card statement. Mr. [redacted] also included his telephone number in case she wished to speak to him.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-Haul offers a product called U-boxes. They are controlled locally, however there is no organization or standards when it comes ordering, delivering, or shipment of these boxes. They 800 service number does not know locally what centers are able to do, and therefore they make promises to customers that the local center may not be able to do or even offer. In addtion, the centers (ie where the boxes are being stored and where they are being shipped to) often dont have the same protocols when it comes to these boxes. These U-Boxes SHOULD NOT BE OFFERED to customers until there is a better organization standard within the company and someone in charge of the service, so that these centers have the same SOPs about the boxes and can coordinate this service as promised to the customer (and what the customer paid a large amount of their money for this company to do).My U-boxes were not delivered to my house as promised by the customer service representative when I ordered them. When I had them shipped, the WRONG credit card was charged. When my boxes arrived to my desired location, the location tried mulitple times to contact the location with the truck that would delivery my boxes with no returned phone call, and my boxes were set up for delivery only have the regional manager had to get involved. When my boxes were delivered, they delivered a box that was not mine and did not deliver one of my boxes. This box has 1/3 of my belongings, including my bed and living room furniture. I was told that they had found my box and would be shipping it, and yet I have not received confirmation of this. So as of now, 1/3 of my belongings are somewhere in the u-haul system (hopefully)Possibly the worst part about this experience is that I am receiving HORRIBLE customer service about all of my grievences. I am constantly promised a call from managers and NEVER receive them. It is apparent they are not concerned with my situtaion.Desired Settlement: This service needs to be evaulated by u-haul corporate and reorganized so others dont have similar experiences. I also feel like I should be provided with a full refund on my services as they were NOT what was promised to me.

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Ms. [redacted]

Mr. [redacted], our

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

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

that our GM of our U-Haul Center spoke to Ms. [redacted] He

offered his apology for the shipping mistake and assured her that the

correct box was on the way.

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.

Perhaps I was not clear enough in my first message. My issue with U-haul is the SERVICE and ORGANIZATION of the U-boxes and the way I am being TREATED by the individuals employed by U-Haul after THEIR major mistakes along the way, not merely that my u-box was not delivered. The response provided did not address any of my issues, besides the fact that my box will EVENTUALLY be delivered. I feel that eventually getting around to providing me with the service that was supposed to be completed (and paid for) a week prior, having several other MAJOR mistakes throughout this process, and receiving horrible customer service would be a concern for U-Haul Corporate. I would appreciate if my situation was not taken so lightly by the company as I had been patient throughout the SEVERAL mistakes made by the company and only contacted the Revdex.com after SEVERAL attempts to call U-Haul to address the problems in the first place. There is no excuse that my situation should not be fairly investigated by the company so that they can understand how THEIR SYSTEM FAILED ME AS A CUSTOMER, SO THAT THEY CAN CHANGE THINGS FOR FUTURE CUSTOMERS, AND COMPENSATE ME ACCORDINGLY FOR THEIR MISTAKES.

Regards,

Business

Response:

December 3, 2012

Review: I rented a 20ft uhaul truck to move from [redacted] Florida to the [redacted], Missouri area on December 2nd and was alotted 5 days to return the truck by December 2nd. I was called back to work in [redacted] and was forced to leave the loaded truck in Florida and make the drive at a later date. This required that I retain the vehicle for 6 extra days at $40.00 per day. I began the drive on December 8th and arrived evening of the 9th, unloaded on the 10th and returned on the 11th. During the drive I drove through a consistent 7-8 hours of rain and upon unloading the truck the following day noticed that items on one side of the truck were wet. After searching for the cause of the water I noticed that daylight was visible from a four foot section of missing roof seal. I purchased the $83.00 insurance to only to ensure the protection my personal items as my car insurance company would have insured any damage that I may have caused to the vehicle during the move. It says specifically in the orange pamplet insurance exclusions decription that "safemove does not cover theft or burglary of cargo, nor does it cover water damage or damage resulting from intentional or criminal acts or willful or wanton or reckless acts." However, I did not receive an orange pamplet at the time of rental, only at the time of return nor was I advised of the exclusions contained in said policy. In fact I asked the store representative specifically if personal items were covered, which the indicated they were. A different representative made a cursory walk around inspection of the exterior of the vehicle as did I, as well as look inside the cargo area of the truck and did not see any damage. However, upon post (water damage) inspection the missing seal was only visible when the roll-up door was closed (which was required for the investigation) or from an elevated position such as a two story catwalk which the store representative used to take the pictures. After returning the truck I was advised that the extra days were going to cost an extra $258.42 and that any damage claim would have to be taken up with the insurance company. The insurance company in turn denied the claim citing that they did not cover water damage. However, as I was not advised of this and even mislead upon rental and felt that uhaul should bear some of that burden. All I asked uhaul to do upon filing a complaint was to dissolve the additional cost placed on the account for extra days to compensate for the damage to my belongings. They were unwilling to share any of the responsibility because there was no REPORTED damage on file from a prior rental. Regardless of the fact that the damage was not readily visible.Desired Settlement: To dissolve the $258.00 in excess charges and to close the account to compensate for damage to personal belongings due to defective equipment.

Business

Response:

December 24, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of North Orlando, followed up on the

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

to Mr. [redacted] and advised him he would have the Promissory Note

canceled. Since Mr. [redacted] was not actually charged, a refund

will not be issued. Mr. [redacted] provided his cell phone number in case

he had further questions regarding his rental. Mr. [redacted]

expressed his appreciate for the call.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I am EXTREMELY unsatisfied with the truck that I was given. It was unsafe to even be driven, and I am amazed that it even made it through my move. It backfired every time it shifted gears, and when I was going to return it DIED! I was literally across the street putting $30 worth of gas in it and then it wouldn't start. Instead of U-Haul’s roadside assistance actually handling the situation, they hung up on me several times because I was aggravated and didn't have a "good attitude." Oh, I'm sorry, I just moved for two days, it is 30 degrees outside and you are threatening to charge me with abandonment of the truck if I leave EVEN THOUGH I left the keys with the U-Haul service desk across the street and gave you the exact location of the truck. I then had to wait an hour for a mechanic to come check it out and see if they could get it started. If they couldn’t get the truck to start, I would have to wait another hour to two hours for a tow truck. Isn’t that how everyone wants to spend their Friday night after moving for two days?

When the mechanic arrived, he literally had to hotwire it to get it started so we could drive it across the street, and then we couldn't turn it off because it wouldn't start again if we did (that’s quality right there). Then, I was told that the manager would be in in the morning and would do something nice for me for my frustration. Did they? Nope--no phone call, no email, just a closed contract form charging me what I should have been charged in the first place (1 day instead of the 3 they were trying to charge me), and I am supposed to be happy with that. That is like saying—“We are sorry for ruining your move, your Friday night, and putting your life in danger, but hey we will only charge you what we said we would charge you when you booked the reservation. How does that sound?” Are you kidding me?

The only saving grace were the customer service reps that I dealt with at the actual location, and the main corporate call center lady that I spoke to when I called to complain on the night of the incident.

Is this where the situation ended—NO. Below is the email that their District Manager [redacted] out of Providence sent to me. Are these the kind of people that work for U-Haul? One, I can barely understand what she is saying, and two (no disrespect to her), I am not even sure she is literate. Why would this email ever be sent to an external customer? On top of that, after receiving this email I have made attempts to get back in touch with her and she has yet to respond. I even sent one final email asking for a response, or I was going to take it as high as I needed to take it.

I would like something more to be done. I don't feel like enough action has been taken to remedy the situation OR to satisfy my frustration in enduring this horrific experience in the first place. Like I told the manager, you are not only asking me to have endured this type of experience--you are asking me to PAY for it. I paid for a service—A clean, working, SAFE, RELIABLE, moving truck. I was not given that; instead I was given a massive headache of a truck(which apparently is being fixed to go back on the road) during one of the most stressful events a person can go through-MOVING!

I appreciate your response and cooperation in this matter!

Thank you,

[redacted]Desired Settlement: I would like an apology from U-Haul. I want to make sure that that truck NEVER gets rented out again since it is so unsafe. I would also like a COMPLETE refund of my money. I was sent a gift card--REALLY!? I will NEVER use U-Haul again, what am I going to do with a gift card?

Business

Response:

February 11, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of RI, followed up on the information Mr. [redacted] provided. He informed our office he made two separate attempts to speak to Mr. [redacted] but reached a voice mail both times. Since he did not receive a return call, he sent Mr. [redacted] an email offering an apology for the inconvenience he experienced and advised him of a supplemental credit for the remainder of his rental. The supplemental credit for $89.49 should post on Mr. [redacted]’s next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Rented a truck for $84.70. The gasoline meter was a little over one-fourth of a tank. The truck was returned the next morning a little under a quarter of a tank. I was overcharged too much for one fourth of a tank for gas.total charges came to be $190.07Desired Settlement: $65.00

Business

Response:

April 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. She informed our office the fuel level at time of rental was at 5/16 of a tank and returned at 1/16. Per the contract Ms. [redacted] signed, she agreed to be charged $4 a gallon plus a $30 Service Fee if the truck was not brought back with the same amount of fuel as when rented. Therefore, she was charged $38.80 for fuel and a $30 Service 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: On April 4, 2013 I rented a UHaul truck from the UHaul store at [redacted]. I had spoken to the sales person a couple times before the date I was to pick up the truck. The first person explained the charges and the deposit. Nothing was said about paying anything up front, only putting the deposit on a charge card. The second person I called to ask a question of, informed me I would have to pay the charge of $39.95 when I rented the truck. Nothing was said about paying the amount in full the morning I picked up the vehicle. When I picked up the truck the morning of the 4th I was told that I would have to pay $100.00. I gave her my debit card and did not realize until later on that she had charged me the entire amount of $204.75. This was not explained to me and this transaction caused my bank account to be overdrawn. Which caused me to get an overdraft fee. I called to ask about this and was told that if the estimated amount of per mileage charge was over the $100.00 then they charged the entire amount. This was never told to me.

I took the truck which had 1/2 tank of gas in it, to the gas station and put $80.00 worth of gas in it. The truck drove horrible. It shook and bounced all over the road. The gas guage fluctuated up and down contantly. When I got to my destination of [redacted] and got out of the truck I smelled the strong odor of gas. I checked around the truck and found gas coming from under the truck from the gas tank. It was a steady fast drip of gasoline. I immediately called the UHaul store first and they transferred me to Roadside Assistance. It took over 2 hours for them to arrive. Soon as the driver saw the truck he said it could not be driven and had to be towed away. Another truck was arranged for me to have but I had to go into town to pick it up. When I got to the place to pick up the truck the man knew nothing about it and I had to wait another couple hours for the paper work to be sent before I could take the truck. I was so upset and did not get to start loading my belongings on the truck until 5 pm. I should have been home long before that. I called the 800 number later that night and filed a complaint and was told by the person on the phone not to add any gas in the truck and take it back with the amount of gas, 1/8th of a tank (it only had 1/4 tank when I picked this one up) I had to put $20.00 more gas into the truck to make it home. When I took it back the next morning the manager was rude and did not want to listen to anything I had to say. She agreed to credit my account back $123.53. She said the truck that they towed away had 3/4 of a tank of gas when it was towed away. There is no way with the way the gas was coming out of the truck plus the gas guage was not working properly. I was out $100.00 for gas that most of it drained out on the street not to mention because of being inconvenienced by all the time I had to wait for them to make this right. I am still very upset over this whole episode and the disrespectful way I was treated. I would never refer anyone to UHaul.Desired Settlement: I would at least liked to be compensated for the $100.00 I was out on gas but really think that they should absorb the entire amount because of what I went through and how rude the person at the store was to me.

Business

Response:

[redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information [redacted] provided. He informed our office that our GM of our U-Haul Moving and Storage at [redacted], spoke to [redacted] on April 11th and advised him of a refund for $110 for the cost of fuel he 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.

Regards,

Please see attachments. Not once did the manager say anything about reimbursement for gas. It was supposedly for my inconvenience. This was negligence on their part and could have been a lot worse than it was. This vehicle should have never been rented out. Given the right situation this could have even been a fatality. I feel that the people at U Haul were rude and are covering up for one another. They know they are wrong. This was a nightmare for myself and my family. I feel that they have not take responsibility for any of this starting with lying to me about how much money would be charged to me up front, to when I returned the truck and the manager was so rude about the whole situation. If I have to I will contact an attorney to get my money back. That is how strongly I feel that I have been treated wrong in a situation that I had no control over.Mike Thompson

Business

Response:

[redacted]

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of [redacted], reviewed the information [redacted] provided. He informed our office he contacted [redacted] and advised him of a refund for the fuel amount of $81, which was agreed upon.

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: attempted to return a rented U Haul trailer and the person tried to charge an additional $40 insurance fee. I had already paid a $10 fee upon renting the trailer. the person then began to scream and yell refusing to accept the trailer and walked away the register.Desired Settlement: return trailer and not be charged an additional insurance fee. an apology would be nice. it is very embarrassing to be screamed at in front of other people.

Business

Response:

June 13, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted]provided. She informed our office she spoke to Mrs. [redacted]and addressed her concerns regarding the behavior of our U-Haul dealer in North Highlands. She assured Mrs. [redacted]the issue would be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On June 4,2013 I booked a 6x12 Uhaul Trailer to be picked up on June 28,2013 in the [redacted] area. On Thursday June 27,2013 at 5:30pm I was called and told that there were no 6x12 trailers in a 200 mile radius and they could not get me one. After numberous calls after that they called back at 6:30 pm and said they had found one in [redacted] and would not deliver it closer and if we wanted it we had to go pick it up in [redacted] from [redacted]. We had to drive just under 5 hours round trip and 240 miles round trip just to pick up the trailer. We also called and put in a complaint on June 27 after all this and were told we would hear from someone in 2-3 days and have yet to hear from anyone from Uhaul.Desired Settlement: I would like to either be refunded the amount paid for the trailer rental or compensated for the mileage, time and gas I had to use to drive 5 hours and 240 miles to pick up the trailer.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She relayed that he had already received a $60 discount on his rental in addition to a refund for the $50 Reservation Guarantee Fee that was issued on July 3rd. The $50 credit should post on Mr. [redacted]s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My truck was to travel from ** back to ** and I rented a 5x8 trailor from Uhaul. I explained to the manager and "hitch professional" person that I was going to travel 1600 miles back to [redacted]. The sales person; [redacted] being a "hitch professional" as it states on his business card, neglected to inspect my vehicle because he was more interested in my [redacted] and asking ** out that NO inspection was made of my bumper and he just attached the trailor. Had he simply looked over my bumper, he would have immediately insisted that I have a hitch installed because my bumper was rotted through. I was traveling in ** and after stopping at a rest area (I am traveling with 2 dogs and 2 cats also) I noticed the bumper and was horrified. It was hanging on by just the chains. The bumper was rotted and the trailor ripped the bumper off. I had to travel 6 more miles to get to an exit and by the Grace of God it didn't fall off completely on the interstate which was marked 65 and people were going 70 plus. It could have been fatal. So again, by the Grace of God, there were 2 **n mowing the ** Armory and they got ** to the side of the road and got the trailor in a safe area. The entire phone call was recorded and you can request it by calling 800-528-0355 and reference[redacted]. These wonderful innocent bystanders stayed with ** for over an hour because I was falling apart. I had just enough money to get ** to [redacted], deposit on an apart**nt and food and gas money to find a job. I lost all of that due to repairs, hotel stay and 17 hours of travel ti**. I arrived in [redacted] with only $19.00, lost my apart**nt and I am virtually ho**less. I am staying in a lady's base**nt that was kind enough to help **. My claim # with RepWest (their insurance company) is[redacted] and their number is 800-528-7134. My reps name in [redacted]. Not that that will help you. He NEVER returns my calls or emails. Anyway, whatever the Revdex.com can do to help is certainly appreaciate. I am in a living hell right now and desperately need your assistance.Desired Settlement: I would like the refund of the $500.00 it cost me in repairs and hotel bill and the emotional toll its taken, there really is no dollar figure to place on that. This incident happened on June 14th and I have only talked to them 2 times with ZERO results. I'd like to be reimbursed with $750.00. Thats all!

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company to obtain their findings on their investigation of Ms. [redacted]’s claim. Mr. [redacted] provided us with the following:

We received notice of this loss on June 14, 2013 and began our investigation. We contacted our customer who advised she rented a trailer for the purpose of moving from [redacted] to [redacted].

Ms. [redacted] was towing a U-Haul trailer with a Chevrolet pickup which was equipped with a factory bumper /hitch. The trailer was properly attached to the vehicle and the customer indicated as she reached [redacted] she noticed her bumper pulling away from her vehicle. Further inspection revealed that although the bumper appeared fine from the exterior, in fact that portion behind and under the bumper was suffering from extensive rust, and needed replaced prior to this loss.

The customer is responsible to insure their vehicle has been properly maintained and in good working condition. When the combination left U-Haul at the time of rental, there were no indications that the bumper was unstable or not fit for use. As such we advised Ms. [redacted] that we were denying her claim for damages on behalf of U-Haul.

Should you have any further questions regarding the claim, please contact me at (800)-528-3066, extension 664375.

Sincerely,

Regional Manager

Pennsylvania Field Claims Office

Repwest Insurance Co.

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.]When a person drives a vehicle in to attach a trailer, especially for the purpose of extended travel, I would think it would be the responsibility of the employee, in this case, a hitch professional, to inspect and ensure the trailer was safe for such a trip. Had he simply looked under the vehicle he would have seen the rust damage and insist on a hitch. This never happened because my vehicle was never inspected. Like I said in my earlier email, this individual employee was more interested in making a date with me and looking at my chest than making sure my vehicle was safe.Thanking you in advance.

Regards,

Business

Response:

July 22, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

As Mr. [redacted] of RepWest relayed, Ms. [redacted] is responsible to insure her vehicle has been properly maintained and in good working condition.

If she still wishes to pursue damages, she needs to contact her adjuster with RepWest Insurance Company.

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