J.R.J. Tara Corporation

Review: On website, U-Haul advertises "You will get the equipment, location and pickup time that you agreed to or we'll give you $50." We requested to pickup the truck in [redacted], ** but they gave us a location pickup of [redacted]. When I called customer service, they mentioned that they have had several other customers call and ask about this. But they are not willing to reimberse the $50. This is false advertising. I suggested that they change the wording of this to make it clear - but I am sure they will leave it as is.Desired Settlement: As advertised - since we did not receive our preferred location, $50 should be reimbersed. Otherwise, don't advertise this.

Business

Response:

September 4, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name is on the contract.[redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office [redacted] and [redacted] were contacted and advised that at that time the pick up location was only preferred and had not yet been scheduled. Once the equipment is scheduled at a specific location and time, we guarantee to fill the reservation as scheduled or will refund the $50 Reservation Guarantee Fee. Their situation did not qualify for the refund of the 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,[redacted]Executive AssistantU-Haul International

Review: I rented a U-Box for one month. I was charged the rental amount 3 times. Twice on Jul 2 and again on Aug 11. After contacting U-Haul, I was credited one of the charges from Jul 2. This means that I have still paid for 2 months. I have contacted U-Haul multiple times to get this resolved with no further action on their part.

See below a detailed list of all charges and credits. Charges that include the one-month rental amount are marked with **

Charges:

**Aug 05, 2014 UHAUL [redacted] Aug 05, 2014 UHAUL S[redacted]

Jul 09, 2014 UHAUL M[redacted] 1,495.00

**Jul 02, 2014 U-HAULMOVERS CHOICE [redacted]

**Jul 02, 2014 UHAUL M[redacted] 146.84

Credits:

Aug 11, 2014 U-HAULMOVERS CHOICE [redacted]Desired Settlement: I want a refund of $146.84, plus perhaps some compensation for the time I have had to devote to getting my money back.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our E[redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she is currently waiting to hear back from Mr. [redacted] to personally address his 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,[redacted]Executive AssistantU-Haul International

Review: I called to reserve a uHaul truck in order to go pick up a hot tub I purchased. I gave the dimensions of 7x7 feet and 40 inches tall. They said they had a truck so I went and got it. I went to pick up my hot tub which was approximately 40 miles away. Well, it did not fit, so I called uHaul customer care rep. They said they could not do anything for me because the uHaul I rented it from was a dealer. ugh... I called the dealer where I got it from and told her that they gave me the wrong size truck and she said she would have to reach out to corporate uHaul. 5 hours go by, I call back she said she called them and they said to not give me a refund. Um, their guarantee states "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed." then down it states "Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered guaranteed (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages."This is not right, I would just like a full refundDesired Settlement: $20 for truck rental$7 dolly rentalapproximately $85 for miles driven$25 for gas I put in itnothing more, nothing less, I just want this made right

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

[redacted]: Your recent issue with your U-Haul rental was brought to my attention this morning. First I would like to offer our apology for the confusion on the equipment size recommendation and the problems it has caused. I have issued a full refund to the card used for this transaction and you should see a credit post to your account within 5 business days. Please note that the credit was issued today but the bank has up to 5 days to post it to your account.

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 just want to let you know that The Uhaul location at Ferguson and Lawnview needs some help. Especially [redacted].

Firstly I was misinformed by [redacted] when he told me I could use my receipt to get a one month free storage but I would have to go to another location because that location didnt have storage units.

I went to other location with a truck load of my tjings only to find out the free mo. Doesnt apply to my rental. (Local).

I had no where to go but home that evening because other storage businesses were already closed. It rained very hard that evening and because of [redacted]s help, all of our things got soaked. Including my Art finished and unfinished, clothes, Electronics, everything!

Secondly, this truck was not equipped with a "special funnel". We had to read manual and call roadside assistance and wait for 2hrs for him to show, and when he did all he had was gas. No "special funnel", We specifically said that this truck had no funnel and that we had already called someone to bring a gas can cause we ran out. Shouldnt the vehicles have all necessary equipment and shouldnt the customer be shown what to do in case the vehicle runs out of gas? Especially if its a soecial type of fuel tank like this one.

To top it all off, [redacted] leaves a voicemail so humiliating and threatening that makes me wonder why hes still employed there. He said he had an appt with a detective and that I was going to be charged with auto theft and put in jail if I didnt call him before noon. I have been in constant contact with customer service the whole time. Was he not made aware?

I was told that a representative would call me in regards to finding a solution and that after speaking to them I need to file a claim for my losses. I have been so angry and stressed out that the last time he called I hung up on him. I told the equipment recovery dept. That I would return it to another location, he told me I couldnt. Then I get a vm from Ferguson location telling me I can.

I will file a claim to recover my lost possessions if need be. But Im sure that Uhaul can find a reasonable settlement that we all agree on.

Sincerely Upset with Part of the Company, [redacted]Desired Settlement: No charge

Business

Response:

August 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our East Dallas Regional Office, assured our office he followed up on the information Ms. [redacted] provided with all involved. We realize there is never an excuse for rudeness and we want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Ms. [redacted] rented the U-Haul pick up truck for a one-day rental period on August 5th. When Ms. [redacted] called to say she needed more time with the truck because it was raining and her items got wet, we offered her free storage in order to get our truck back. Please be advised that free storage is not offered on In-Town rentals. This offer was made as a courtesy. On August 6th Ms. [redacted] contacted our Emergency Road Service to relay she had run out of fuel. We advised her that was customer responsibility. We can send service but she would be responsible for those fees to the repair person that comes out to assist. We also do not provide a funnel in our trucks in case the driver runs out of fuel. Our Center GM informed Ms. [redacted] she was not on a valid contract and needed to come in to put down another deposit and pay past fees. She did not but instead sent our U-Haul Center an email on August 12th advising us the truck would be returned that afternoon. Although she states she had been in contact with our Corporate Office in Arizona, we have no record of such calls or information. When we tried to collect these past fees, the credit card on file declined the charge. When Ms. [redacted] did not return our truck as promised, our Equipment Recovery Department sent out a Demand Letter requesting our truck be returned immediately. When the truck was finally returned on August 14th, all fees were charged to the credit card. Mr. [redacted]’s careful review of the situation found our actions followed proper procedures when trying to retrieve our property. Charges are valid and will stand.

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.

Ms Garcia,

The reason of my rejection is because they never offered free storage otherwise we wouldve accepted The whole reason we rented a truck from there is because [redacted] our sales clerk is the the one that told us that we were getting a month of storage with rental but we had to take our receipt to another location that offered storage. We went to other location and were told we couldnt get storage and by that time all other storage facilities were closed. That night it rained and thats why our stuff got wet and ruined. 2Ndly we were Never contacted and asked for another deposit. We got extensions from corporate in arizona to finish our move. 3rdly why he said theres no record of our calls to corporate amazes me. We called every other day. Especially when we got threatened by [redacted] that he had an apot with a detective to throw us in jail. I still have that voicemail saved for your listening pleasure. I have rented from Uhaul several times before and received extensions when needed and have never been so humiliated as I was by [redacted] and the Ferguson Uhaul location as I am now. Really? Jail? Uhauls reply is full of lies. And furthermore. Why is the truck not equipped with the one and only funnel it HAS to have in order to put gas in?? Roadside assistance didnt wven have the right funnel to put gas in. He rigged it in order for us to get gas in truck. We were stuck there for an hour and a half in a horrible part of town with truck loaded down with our belongings waiting on a guy to rig the tank for us to put gas in to get to storage unit before they closed. We didnt make it therefore another day lost. This is the worst experience and service Ive received ever from a company.

I reserved a 26' truck for a one-way rental from Calgary, AB to Moab, UT (~1130 miles). When I arrived at the Blackfoot Trail location for my scheduled pick up, it took over an hour to get my truck. The truck was not cleaned at all. The U-Haul rep opened the driver's door and used a large broom to sweep out the pile of cans and water bottles left from the previous renters. Needless to say, the thick mud and grime all over the cab were not addressed. After loading the truck, I began the 2 day drive only to discover the truck acting up almost immediately from the time I had it on the freeway. As it was early in the morning, I called roadside assistance and asked for someone to meet me in the next town. The roadside assitance rep's phone kept cutting out and I had to call several times. Finally made it to a U-Haul dealer in Lethbridge, AB (~130 mi down the road). As it was a Saturday, I waited ~2-3 hrs to get the truck in for a check-up and then another 2-3 hrs for the shop to find out they couldn't fix the truck. In fact, the shop manager told me that the same truck had been brought in to them a few months earlier with the same problem. Another couple of hrs wait for a couple of kids hired off the street to assit me in unloading and reloading my belongings onto another truck. Neddless to say, the new truck was not packed as well as the original. Left with new truck ~9 hrs behind schedule and had to drive all night to catch up with family that was now way ahead of me. Spoke with customer service when I dropped off truck and was told a manager would give me a call. 2 days later I did receive a voice message from U-Haul indicating a number to call, but no name was left with the message. Called the number a couple of times and was directed to the general U-Haul customer service desk. Spoke with another customer rep and was told I would be contacted within 24 - 48 hrs. This never happened and when I called in to customer service again today, I was informed that the General Manager of the location from which I had rented the vehicl from had closed my complaint and indicated it was settled. Poor service from start to finish.

I have had the most terrible experience with u-haul recently. I had gone online to reserve a truck and a tow dolly for my move from my previous address to a new location.Now I was guaranteed a vechile for use on the day of my move and I went so far as to take advantage of the early online checkin so as to ensure there would be no problems when I showed up at the uhaul outlet I had selected. Well imagine my surprise when at almost 6pm on the night prior to my reservation I recieve a phone call apparently from the regional call center telling me that uhaul has overbooked themselves and I would not be getting a truck for my use the following day. NOW I WOULD HAVE BEEN OKAY IF I HAD RECIEVED THIS CALL A COUPLE OF DAYS prior to my reservation but to get this call less than twenty four hours prior to my pickup time was less than pleasing news. I offered to travel outside my perferred area to get a truck but was refused. I was told I would recieve a check for 25 dollars to compensate me for my troubles. I just phoned uhaul and found out that this check was never even issued or requested, much less mailed! I ended up paying almost double for a smaller truck & no tow dolly.Now I just spoke with a very pleasant young lady at Uhaul and she assured me that I would be recieveing my check for the poor service I recieved after she had to put me on hold to get permission to request it.

I reserved a tow dolly online thru Uhaul"s website. I made the reservation for Bennington Vermont a month in advance. 24 hours before pick up I was informed that the unit I reserved was in Glens Falls NY, approximately an hour and a half (90miles) from Bennington Vermont. I asked if they would have an employee deliver the unit to a closer more reasonable location, or reduce the rate I was going to be charged to cover my cost involved in driving 3 hours round trip to pick up the unit. I was told that they do that. I lost out on two days of work and the cost of the hotel I booked at my destination because I was unable get the equipment I reserved a month in advance. If Uhaul are unable to honor what they refer to as a reservation they should give more notice or be willing to come to a reasonable middle ground to honor their commitment.

BEWARE - indirectly sponsored by U-Haul!! I moved from MA to the Bay Area in June 2013, and was advised to use the day-laborers who congregate at this U-Haul location, [redacted]. The two Mexican males that climbed into my moving truck turned out to be thieves (possibly illegal immigrants also), who ended up breaking back into my Public Storage locker right across the street and stole ~$9,500 worth of TV, DVDs, and stereo electronics between 06/08 and 07/15/13!

Review: I rented a Uhaul Ubox in early June of 2012. I paid the required rental fee of approximately $82.95. I obtained my belongings and vacated from the Ubox at the Uhaul site in Lynchburg, VA on approximately June 20, 2012 well before the month was over therefore not owing any additional rent. Subsequently, I was charged $82.95 which was withdrawn from my checking account at the [redacted]. I called on July 2, 2012 and spoke with the manager in [redacted], [redacted], who said that the charge was an error, that the Lynchburg, VA facility did not check in the Ubox as they should have, and that my money would be refunded within a few days. My $82.95 was refunded on 7/3/12. However, on 7/5/12, Uhaul once again withdrew $102.95 from my account (I got a letter later stating they were charging me for rent and late fees). I called [redacted] at Uhaul again on 7/5/12 but had to leave a message for him. I had a return message that he had contacted the central office to get my money refunded. It is now 7/13/12 and my money still has not been refunded and I'm still getting a run around. I just want my money refunded as this was their error.Desired Settlement: I want my money returned to my account. It is preventing me from paying bills.

Business

Response:

July 25, 2012

Thank you for your concern for our customer.

Ms. [redacted], our Executive Assistant for the U-Haul Company of NH and ME, followed up on the information consumer provided. She informed our office she left a message for consumer requesting a call back to obtain her credit card information in order to issue a refund. She also sent her an email offering her an apology for the inconvenience she experienced.

As we value consumer as a customer, Ms. [redacted] sent her a $50.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Regards,

They did refund my money and no further action is needed on that, however their statement that they sent a $50 VIP certificate is a complete lie. They said they were going to but never did.

Business

Response:

September 20, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NH and ME, reviewed the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a VIP Certificate as promised on July 25, 2012. She left a message for Ms. [redacted] requesting a return call to verify her mailing address and will reach a resolution at that time.

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: I rented a 5x8 trailer to travel across the country. I was informed I needed to have a hitch installed and scheduled an appt during the same call. On October 22, I found out I needed a bigger trailer and called and changed my order to a 6x12. I was told it was fine. On October 30, the night before our move, I was contacted and told I could not get the 6x12, that my car would not be able to pull it. I asked why I was not contacted earlier, there would be 2 cars driving and we could have arranged to get another trailer. The only thing I was told was my car could not pull a 6x12. I explained repeatedly that I understood that but I did not understand why I wasn't informed until the night before. No managers were in and no one could help me. The person I spoke to, Mary, was beyond rude and continually spoke over me even on a three way call when I was trying to explain the situation to another service rep. The next morning I had to go to Brookline to pick up the trailer, my original understanding was it would be at the Mass Ave location. I went to Brookline and was told I could not take the trailer because my brake lights were not connected. I had to go to Mass Ave to have them connected and pick up the trailer.I was suppose to be out of my apt by noon.I did not leave uhaul till 12. I had the landlord, realtor, new owner and lawyer all screaming for us to get out of the house so they could sign the papers for the sale. We didn't leave till 2:15. We had to throw away furniture, shelving, tv stand, 3 boxes of food and several other belongings in order to fit it into the 5x8. After we left, we got pulled over in NY for my brake light being out and received a ticket. Also, the chains had been dragging and causing sparks. I had my car fully inspected before I left. The brake light was fine. When I arrived in AZ to have the trailer unhitched, they informed me that my brake light had been cut. Mass Ave informed me, "file a lawsuit then". There is more but it does not fit, please contact meDesired Settlement: I requested half back. Since then I have received unprofessional calls and over 2 weeks of phone calls and frustration. I traveled from Boston to Arizona. I should have been informed properly on sizes, picked up the trailer, drove safely, and then dropped off the trailer. This has become more than a simple problem and continues to worsen as it goes on.

Business

Response:

November 29, 2012

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

Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] requesting a return call to advise him of a refund that will be issued.

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

Sincerely,

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 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: Upon moving out of a storage unit, I requested a receipt for the total amount charged, so that I could claim the storage fees as part of a military move, and be reimbursed for them in full. The gentleman could not provide the receipts, but promised to email them. He was aware that there was a time constraint or around 2 weeks. I did not receive an email, so I called about 6 to 7 days later. I was told that corporate U-Haul had to email them to me, and would in around 4 days. I told the gentleman that I spoke to that I was under a deadline to submit the receipts as part of my move claim (credit card statements are not to be submitted, only a receipt). I never received that email. The day before I had to submit my paperwork, I called the U-haul store repeatedly, and no one picked up. I submitted my move paperwork without the receipts, and [redacted] out around $475. I sent an email to corporate U-Haul explaining that I was filing a claim with the [redacted], and stating the reasons. They emailed back in only a few minutes, and emailed the U-Haul franchise. Only minutes after the start of business the next day, the U-Haul franchise emailed me all the receipts, leading me to believe that it was not that difficult to obtain them. As my move was submitted, however, on the last day allowed by the deadline, the receipts did me no good at that point, and I am still out the money.Desired Settlement: Reimburse the approximately $477 in storage fees.

Business

Response:

April 3, 2013

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

Mr. [redacted], our President for the U-Haul Company of**, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the delay in obtaining the receipts he requested. He asked Mr. [redacted] to email him documentation showing how he lost the money he is claiming. If verification can be provided, Mr. [redacted] will issue a reimbursement.

As we value Mr. [redacted] as a customer, we had sent him a $25 VIP Certificate when we sent his contract he requested. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

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. Mr. [redacted] was extremely helpful in solving the problem, and I am waling away from this with a very good opinion of U-Haul and their business practices.

Regards,

Review: On May 15, 2013, I reserved a moving truck from U-Hauls on-line reservation webpage. The web address is www.uhaul.com. My reservation requested a 26 truck, to be picked up at one of three locations in Eau Claire, WI between the hours of 8 a.m. and 10 a.m. I received a confirmation email, the path for which has since been deleted. The master order number for my reservation was [redacted]. I have included a copy of the email in this letter. Within 15 minutes after completing the online reservation process, I received a phone call from a U-Haul customer service representative, confirming the receipt of my reservation. The customer service representative confirmed the size of the truck as 26, suggested a $40 per day rate and informed me that I would receive a second confirmation call during the evening of May 30, 2013 to verify the exact time and the pick-up location in Eau Claire, WI.This morning, the 30th of May, at 10:30 a.m., I received a phone call from [redacted], a U-Haul customer service representative based at the regional reservation center. She informed me that I would be able to pick up a 20 truck with a 6 trailer in Menomonie, WI at 1 p.m. on May 31, 2013. When I said this would be unacceptable, I was offered the option of picking up a 16 truck in Ladysmith, WI. At this point, I requested to be transferred to [redacted] manager, [redacted]. [redacted] offered the option of a 20 truck in Stanley, WI. At this point, I cancelled my reservation completely and informed [redacted] of my intent to issue a formal complaint. My complaint is three-fold. First, I completed the reservation process and received both a verbal and a printed confirmation, both of which later proved to be worthless. Second, I was offered choices of only smaller vehicles that would need to be picked up from distant locations. And thirdly, the pick-up time was far outside of the time-frame I requested. Menomonie, WI is twenty minutes from Eau Claire, via the interstate highway; Ladysmith is forty-five minutes away from Eau Claire and Stanley is one hour and fifteen minutes from Eau Claire.In my opinion, as I expressed to [redacted], this is an example of a very poor business practice. I had made a reservation with what I believed to be a reputable, reliable business and had planned around that expectation. I can guarantee that not only will I avoid working with U-Haul in the future, I will also ensure that the experience detailed above will be made public. I intend to help prevent other families from finding themselves in similar circumstances by telling them to avoid U-Haul Truck Rental companies and their representatives.Desired Settlement: Because of the extreme late notice for securing a rental truck through a different company, the cost is exponentially higher - $500 is the approximate total.I would have much preferred to find a solution through U-Haul. Because that was not possible, I would like reimbursement to some degree for the cost that I will experience. A gift certificate for future use with U-Haul WILL NOT be acceptable.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information [redacted] provided. She informed our office she sent an email to [redacted] offering her apology that our equipment we had available did not work for her move. She relayed that the reservation was for a 26' truck in Eau Claire area as her preferred pick up location. The reservation was not scheduled to a specific location or time, therefore, they tried to locate the closest available equipment to her preferred pick up location. [redacted] explained that they just did not have a 26' truck in Eau Claire but offered options to enable her to make her move. [redacted] chose to cancel her reservation. [redacted] relayed in her email that she was sorry, but that any type of reimbursement would not be issued. She also included her telephone number if [redacted] wished to speak to her.

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

Sincerely,

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 email sent to me by Ms. Narlock, as well as the reservation confirmation that I received at the outset of this experience. A copy of Ms. Narlock's email is included below. I have also spoken to community members who have had similar experiences with U-Haul. A quick Google search on "U-Haul ratings" will illustrate that it is not just the local community members who have had negative experiences with U-Haul companies.

I have determined that the business practices of U-Haul are substandard, and that the company as a whole has no desire to improve their image and reputation. I feel that the fact that the path to checking my master tracking order was deleted so quickly after my conversation with the regional reservation center is proof of these opinions. The confirmation email was included with my original complaint. That path confirmed the preferred time, size of vehicle and pick-up location. A recording of any of the conversations I had with U-Haul representatives would also serve to illustrate why I feel I was offered a guarantee, not a best guess.

My opinion of U-Haul remains poor. I will gladly share my opinion of the company with anyone who asks. I will consider this complaint resolved, not because of any efforts on the part of U-Haul or their representatives, but because I believe that my time can be better spent elsewhere.

I do greatly appreciate the efforts of the Revdex.com that allowed a route for my complaint to be aired and the opportunity for U-Haul to improve on a negative situation.

Regards,

Amanda Luebeck

[redacted],

I am writting in regards to your Revdex.com complaint that you filed recently.

After reviewing your letter and the notes from our employees about your reservation we have unfortunately come to the decision that there is not anything we can do for you.

Your reservation for a 26ft truck to be picked up in the Eau Claire area was a perfered pick up location. The reservation was not scheduled to a specific location or time, therefore we try to locate the closest available equipment to your perfered pick up location.

We just didnt have the equipment you requested in Eau Claire but we did locate and offered you 3 different options of available equipment at some outlying cities, one of which was within reasonable distance from Eau Claire, WI.

We apologize greatly that our equipment availability didnt work for your move but that is what we had available. I'm sorry but there will not be any reimbursement to you.

Regards,

Review: We rented a 26 foot van with a tow to move from Greensburg, IN to Radcliff, KY. I had a contract for 160 miles and called on Saturday 06/01 to request more miles since I knew we were going to go over. The person stated that it would be fine and stated they would be authorizing for another 50 miles, for a total of 210 miles. We returned our van on 06/01 with it swept out. On 06/03 I recieved a charge in the amount of $45.35. I was charged $25 for a cleaning fee, and the rest was for overage of my miles. The total miles we had gone was 208. So I called and talked to customer service. They notified me that the extra miles had not been put back on so they would file a complaint and have a supervisor contact me within 24-48 hours. By 06/06 I still had not heard from anyone so I called and was told that no one had ever filed a complaint. There was no record of my calling in concerning this stuff. She stated she would file a complaint for me, again, and a supervisor would contact me within 24-48 hours. On 06/10 I still hadn't heard anything so I filed a complaint online. As of 06/11 @ 230EST I have not heard from them.Desired Settlement: I want the $45.35 refunded.

Business

Response:

June 13, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-haul Company of Louisville, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $45.35 back to Ms. [redacted]’s Master Card account. 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: see Attached documentDesired Settlement: see Attached document

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern MA, reviewed the information Ms[redacted] provided. She informed our office she sent Ms[redacted] an email offering her apology for the inconvenience her and her family experienced and explained she had issued a refund as full reimbursement in the amount of $314.53 back to he[redacted] Card account. The credit should post on her 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: Rented a truck from U-Haul on 7/20/2013. When I picked up the truck it had slightly less than a quarter of a tank of gas in it. The form they gave me showed that the tank was a quarter full. I mentioned this to the attendant who told me not to worry, as the discrepancy was minor.. I drove the truck exactly 5.6 miles, put a half of gallon of gas in it and returned the truck (we used it to move from 1 house to another that were 1 1/2 miles apart. When I returned the truck the manager told me I needed to put more gas in it and if I didn't U-Haul would charge me $18.00 to replace the fuel I used. I refused since a half gallon of gas more than covered the less than 6 miles I drove this small, 14" truck (I assumed it got 12 miles per gallon). He then proceeded to charge me the $18.00 plus an additional $30.00 for a "refueling" charge. On top of that he charged the rental tax on the additional fuel charge - creating a total additional extra charge of $53.40 to drive 5.6 miles in a truck that rents for $29.95 per day with a standard mileage charge of $0.89 per mile. That works out to a total cost of $18.30 per mile.Desired Settlement: Refund the additional gas, fueling fee and rental tax totaling $53.40. They should never have charged me for this. Anyone looking at this would find it clearly inconceivable that someone would use 4 gallons of gas when driving less than 6 miles - not reality.

Business

Response:

July 30, 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 Eastern AZ, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $53.40 as requested. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called Uhaul for 10' truck to move 6/6/13, I was promised one 'in my area', but no confirmation until 24 hrs before pickup, 6/11/13, otherwise I would get a 14'. I did NOT WANT a 14'-(bad mileage w/high top/wind drag). they would NOT TELL ME what truck I was getting-a refund had to be before 24 hours of pickup. I can't know?/I can't get a refund with this 24 hr period. THIS IS VERY BAD CUSTOMER RELATIONS.I HAD TO TAKE THE 14' TRUCK. it's all they had, despite them saying the truck I wanted was "in my area". the winds were high the whole trip, 950 miles, the overhang above the 14'truck cab was a bad wind block. it was very dangerous. the gas costs on the big truck---far too big for my goods--with wind and size was very expensive: $338.00. In my letter I asked the public relations Uhaul people: [redacted] and [redacted]-separate letters-to reimburse me for a portion, if not all, of the gas costs for bad customer care/wrong truck/lying about availability/24 hr conundrum of commitment/the stress of this interaction/danger on the road with high winds, very little of the truck used. (i paid Uhaul $756.00 for a truck I did NOT want, when they promised me " we have one in your area" the one I wanted.)Desired Settlement: I spent $338.00 on gasoline on this truck rental trip. it would NOT have cost so much in the 10'--OR or if they had told the TRUTH--THAT THERE WAS NO 10' TRUCK BEFORE THE 24 HOUR DEADLINE FOR COMMITMENT!i would NOT HAVE SOLD my car, and the whole expense would have been less than the gasoline costs, with zero stress and bad customer relations.As it has been over a month since I sent the letters to the above persons, WITH NO RESPONSE FROM EITHER!I WANT THE ENTIRE GAS COSTS REIMBURSED.

Business

Response:

August 8, 2013

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

[redacted] the Executive Assistant in our Albuquerque, NM Regional Office spoke to Ms. [redacted] today. Ms. [redacted] will be refunding half the cost of fuel in the amount of $169 to Ms. [redacted]'s [redacted] Card. The credit should appear on Ms. [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

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: Business installed trailer hitch and wiring harness in a faulty manner resulting in total elecrical failure of vehicle. I was assured by president of company that the costs involved would "be taken care of". My health and safety was endangered by faulty installation. Vehicle needed to be towed to dealer to correct.

Product_Or_Service: Trailer hitch/ wiring harnessDesired Settlement: DesiredSettlementID: Refund

Refund of installation charges: $376.78Reimbursement of towing and dealer repair charges: $82.71Total: $459.49

Business

Response:

September 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was compensated for the tow and repair in the amount of $82.71. If he chooses to return the hitch, Ms. [redacted] relayed they will issue a refund for the hitch, minus the labor to remove it from his vehicle. Mr. [redacted] was allowed the use of a U-Haul van to take his daughter to college at no charge. Ms. [redacted] assured our office he was helped on all levels.

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,

There was no van involved. Only, a negligent installation of a hitch and wiring harness resulting in a potentially life threatening situation. Reviewing the web site of the business reveals that this is a recurring situation and has affected other customers. Both the AAA tow trunk driver and Flatirons Acura have attested to the shoddy workmanship.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Northern CO, reviewed the information Mr. [redacted] provided. She relayed they will remove the hitch at no charge for Mr. [redacted]. There will be no refund for the hitch or the hitch installation. He can bring his vehicle into our U-Haul Center located at [redacted] to have the hitch removed.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

This business has not demonstrated the competence that would allow me to have them work on my vehicle again. They have endangered me once. I wasted six hours of my time having their negligence corrected. I want my purchase price refunded!

Review: My son returned to school ([redacted] University) and was told he could pick up his stored items at this location. He rented a car to pick the items up and after an hour and a half wait...they said they could not find his items but would call him. We have spent hours on the phone and talked with multiple people to try to find out where his boxes are. Each time they say they are sending a message or IM to someone and promise to call us back. We have heard from no one and this all started on Friday afternoon. My son has none of his bedding or toiletries, etc and he needs to find someone who can help him get his stored items.Desired Settlement: We need his belongings ASAP....we're frustrated and can't find an individual who will do more than send an IM to what we think is a mystery person??? No one is calling us back and we don't know what to do next.

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and her son.

[redacted] our Executive Assistant for our S[redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed her son did obtain his belongings and received a refund.

As we value Ms. [redacted] and her son as customers, Ms. [redacted] sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

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: To start at the start.

Book a 26' Uhaul at [redacted] in [redacted] for our move on Oct 26 at 7am. We then got a phone call on friday oct 25 the comfirmation from [redacted] Then not 4hrs later get a phone call from [redacted] saying we go to them for our pick up at 11am on Oct 26. So I then call [redacted] to fined out why I would get that call he said he didn't know. Then called back and said the truck I booked Uhaul gave another person and sent us elsewhere. Then I talk to the Uhaul customer service and they say there was a transmission problem not that it was rented out. So after another hour on the phone with Uhaul Customer Service I was able to get them to move it to [redacted] at 9. We missed out on 2hrs of moving and the gave us $20 for my 'troubles' which the supervisor said couldnt be because no one works on the weekend. But my husband is a police officer here in [redacted]and worked Sunday for we needed to get our moving done early. So when we did pick up the 26' Uhaul truck it was filled with a quarter of a tank of gas so we put $50 in because that would be enough to get it to our destination of [redacted], [redacted] after we drop our item at [redacted] After we place $50 in the truck and packed it up and headed on our way. My husband and I noticed that the 26' Uhaul truck didnt go faster then about 60km/hr judging by our other 2 cars fallowing it. Then about a third done our trip to [redacted]we need to place $50 more into the tank because we are almost on Empty. After multiple times pulling over to restart the 26' Uhaul Truck to see if the speedometer, or transmittion would start neither did. We got it finally after a 4hr drive which should of taken 1hr and 45min drive we arrived at our storage unit. We unpacked at the unit then after several attempt the truck started again and we brought it to my inlaws house and unpack the rest of our load. At that time I called Uhaul road side assistance for the 1st time explained the situation and they said they would have someone come out asap. So come morning and little sleep waiting for someone to come or call. I call the 2nd time explained the same issues and nothing happened. Then after the third call I recieved a phone call within 5mins from the [redacted] company. I was informed to place the keys under the drivers seat and to continue with my moving as I didn't feel safe driving or allowing any family to drive a Uhaul truck as it was unsafe to drive. So we did go BACK to I[redacted] for our desired 2nd trip we wanted to do on saturday. But now we are doing it on sunday with a Jeep and a truck and trailor. Which we should have been able to do within our day with the 26' Uhaul. I then called to see what we could do for compansation due to the issues. I was told I could only get $50 back and anything over that a supervisor would have to deal with. Which I got a phone call today on Oct 31 saying that because they do not know where the Uhaul is that I had rented they cant give me anything for comansation. So I found the Uhaul that I had rented and called them back and was being told that I would have to call the Uhaul rental place that I "returned" it to. Which I had explain to her 5 times their tow company picked it up. She continued to tell me I misplaced there truck. So I ask to speak to a supervisor and was informed that a supervisor would contact me by Nov 2 and to wait till then.Desired Settlement: My 180.80 for rental and the 100 back for gas and for STRESS on myself and my husband and our daughter who didnt get to sleep till 10 because of the truck not being in proper working order.

Business

Response:

November 4, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $180.80. She should receive the refund check within the next 10 business days.

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

Sincerely,

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,

I would like to add I was told by a supervisor that I would be repaid for the gas money as well.

Review: It has been about 6 months that we have been at your facility, [redacted]. We moved from [redacted] and are thinking about moving back. We rent the biggest room you have. We have this guy named [redacted] who we found out today is your Marketing President for your company. This guy named [redacted] is parking his two personal vehicles in your loading dock at [redacted] all of the time, day or overnight and drives your vehicles instead. This guy has his wife and his vehicle parked inside the loading dock all the time and we cant do anything about it because he is the boss of everybody we speak with. When he and his wife park there two big vehicles ONE is a [redacted], plate number: [redacted] and the other is a [redacted], plate number: [redacted] they take up most of the space to park. Then another vehicle pulls in and I am block in for at least 20 minutes at a time. We are at your location everyday because we are a vending machine company. We like your facility because it is clean and nice, great prices too.I have reached out to your regional office and they state to me that we cant do anything because he is our boss. What to do, [redacted] we need your help.Desired Settlement: Please have a chat with him about where to park, maybe ONE vehicle in the loading dock instead of two, something has to change. What a crazy problem to have at such a GREAT location. It would be a shame for us to move out.

Business

Response:

January 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she apologized to Mr. [redacted] and explained parking for our customers will no longer be blocked.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent [redacted] 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

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.What is amazing is that after six months of complaining I am happy to see that this might just be resoled, thanks again for taking acction. You cusoter who alwasy pays on time.Thank you [redacted], very cool the work you do.

Regards,