J.R.J. Tara Corporation

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: We rented a 10ft uhaul truck for Friday May 31 returning June 1. We made our reservation for pick up at 5pm. We waited for over an hour to finally pull away at 6:40pm. We missed another appointment we had at 6:30 regarding why we rented the truck in the first place. The store had over 10 customers waiting in line, frustrated as we were. NO chairs to wait, and hectic customer service. We were BEYOND rushed to "hurry just sign" this electronic pad to rent our truck. We were quoted: 19.99 for the rental, 14.00 for insurance, 1.00 per mile and had to restock the gas we used. We were in full agreement. When my bill came in through my debit card they charged me 1.99 per mile. That is NOT what we were quoted. When I called the manager, he would not make good on what we were quoted. It is the principal of it. It was misleading to tell us this and then turn around and say "well you signed the contract". Yes, we did in a terrible hurry and since the girl behind the counter was flustered and had no patience for us to read anything. I would like other customers called who rented the same time, to verify this information. All we are asking for is for them to make good on what we were quoted. 1.00 per mile. They know people are reading the screen they make you sign, which is rushed by the employee, and it would take over an hour to read what is on there. It is a terrible practice, and they are very misleading. The manager is not professional. He argued and talked over me screaming "MA AM" over and over. I did also file a complaint with their corporate headquaters. I would not go through all of this trouble for a 1.00 a mile for no reason. I felt it was especially poor customer service after we waited for over an hour just to pick up our truck.Desired Settlement: I would like a credit for the 1.00 per mile since they charged me 1.99 and told me it was 1.00

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she advised Ms. [redacted] she would honor the $.99 a mile and issued a refund back to her [redacted] account in the amount of $70.62. 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,[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. Ms [redacted] handled it correctly and they did assure me this would be taken care of,.

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 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: 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: 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: We used Ubox for a recent move across the country. When we arrived at our new destination, the people working for Ubox quoted us four different prices for the final product. Each one was different from the original price quoted at pickup in Colorado. Ubox gave us grief for having a declined card; my husband had given them our new debit card number TWICE before the ubox arrived at our destination. We we went to pick up our box, we paid for storage ($306.55) in person and received an email stating that we would be charged $1370 for shipping costs alone. However, we were charged $1676 (an additional $306.55) and we called the corporate office to fix this situation. Corporate promised to get back to us within 72 hours but never did. I called back and found out that they were calling a number I hadn't provided them with. Then, I was sent through the loop again and corporate promised to email me within 48 hours. They did not email but instead called a number that we asked them not to call because that line is down. Though the regional Uhaul offices have been wonderful, the Ubox office we've been calling about this issue has not been helpful at all. We feel like we're being ripped off and tricked out of our money. No one has contacted us in the way we have requested and we've yet to receive our $306.55.Desired Settlement: We would like our $306.55 as soon as possible. This is the only resolution for which we will settle.

Business

Response:

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

[redacted], our Field Manager for our Inland Northwest Regional Office located in [redacted], followed up on the information Mr. [redacted] provided. He informed our office a refund for $306.55 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit [redacted] statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to be satisfactory to me. The refund was issued and the complaint is fully resolved.

Regards,

Review: I rented a moving truck with a faulty fuel pump that left my elderly mother and I stranded stalling out at higher speeds coasting over $1600.00 dollars in fuel to reach from [redacted] to [redacted] . The vehicle left us in harms way and there roadside service made me limp the vehicle to a shop that has tow trucks make no seance ? They also instructed me to use fuel additives and oil adding and additional $160.00 to the cost . Not to mention jeprodizing the lives of my mother and I which whom is handicapped ! And we are in route to [redacted] which is another 500 miles !Desired Settlement: To be refunded in some way there web site states that the truck gets 8 miles to the gallon min from ** to [redacted] is 2200 miles should have not got that bad of mileage and I should have to ad oiled and additives or have my life put in harms way . I want them to split the fuel cost .

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern [redacted] regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Mr. [redacted] I emailed you last week regarding your concern over your breakdown with the 26 foot truck. I do see that you arrived at your destination on 7/11/14. If you have any hotel or meal receipts that you need to be reimbursed for, please contact me at the UHaul regional office in [redacted]. Thank you [redacted] Senior Office Clerk UHaul of Eastern [redacted]

Ms. [redacted] also attempted to speak to Mr. [redacted] but received no answer and found the voice mail was not set up to take messages.

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 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,

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.

Review: I booked a rental for an Uhaul truck from a [redacted] location ([redacted]) a month in advance (booked May 28 for June 28th, 9:00 AM) for a one-way rental to [redacted] as my partner and I were moving home for the summer before moving to [redacted] in September. I was called Friday June 27th, at 10:15 AM to confirm my rental and was told instead that I would get a truck at 3:30 PM from a different location ([redacted] - across town). When I advised that this was not what I had booked I was spoken to very rudely by the employee [redacted] who started yelling at me that it's a busy weekend and its very stressful and I should be grateful because I booked a one-way rental (even though I was paying over $300 for this "luxury") and when I asked him to mind his tone he apologized and said he would see what he could do and would call me back shortly. Over 6 hours later I still had not received a call back so at 4:20 PM I called him back and got voicemail, I requested a call back, which I never received. The next morning (our moving day) I called again, got voicemail again and asked for a call back. At this point my partner called head office and all of a sudden I got a call back (at about 9:15 AM) from the [redacted] location saying "you know we have a truck here waiting for you, you should come pick it up now" to which my response was: "thank you we will come and get the truck now, but no we did not know it was available as no one had called us back until now". We got our truck, made the move and per the contract returned the truck the following morning. We arrived just before 10:00 AM to return the truck to the [redacted] ([redacted]) location. We waited while another vehicle was checked in and finally at 10:15 our truck was checked in. The employee advised us that the truck was all clear and said he would email me the confirmation of vehicle return. What he actually emailed me was a receipt for an additional day of safemove insurance coverage for $16.95, which was charged to my [redacted] unbeknownst to me. I also never should have been charged the additional day of insurance since I didn't have the truck for an extra day. I can understand the mistake but what is at issue here is that I never should have been charged this fee. When I got the chance to review in detail this email and receipt it was June 30 (the day after returning my truck) and at this point I called them to request a refund of this charge, I was told a manager would have to do that and that I would get a call back from him ([redacted]) that day. I never did get a call back and thought I would give it a day or two to see if the refund had been done (also July 1st is a holiday). I called back again on July 2nd to request the refund again as it was still not showing on my online banking which shows transactions immediately (pending or otherwise). I was told "oh, it was done on June 30th I can send you the receipt and maybe it will take another day or two to show up." I waited one more day to see if the refund would come through and when it had not looked at the refund receipt in detail. It turns out that all the information on my profile was correct except for my credit card information; my [redacted] information had been replaced by someone else's [redacted] information (I do not even own a [redacted] so needless to say my concern about how sensitive information such as credit card info is being treated is valid). I called back the [redacted] office again (at least 6-7 times) trying to resolve this issue and to get my refund and kept getting told the manager would have to do it and he would call me back. I've tried calling head office (who even agreed with me that they would not trust them with credit card info based on my experience) but they said only a manager could refund a credit card and that it would be escalated to a management team. That call was on Friday, July 4th. I still have not received a refund so Monday, July 7th I went in person to the [redacted] office to request the refund and was again told the manager would have to do it, the nearest manager was in [redacted] or [redacted] and I would have to go there if I wanted my refund any sooner. The employee then took down my refund request, my [redacted] number and expiration date (which is standard to refund someone) but then she proceeded to take down the [redacted] number (which as far as I am aware should not be required and is typically only needed for phone or internet purchases). I was told the manager would be back this morning (July 8th) and to call then. So this morning I called, and was then told that the manager would not be in until 6:00 PM today. I called today at 6:00 PM and was told now the manager won't be back until tomorrow at 7:00 AM because he decided to go to [redacted]. I have called approximately 20 times at this point, I STILL have not been refunded for a charge that never should have happened and though I have been promised a call back from this manager [redacted] at least half a dozen times I have to-date NEVER been called back. As you may understand I am very upset at the run around I have been getting and have great deal of concern about the treatment of personal information by this company.Desired Settlement: A complete and total refund of the $16.95 that was charged and should any interest charges be levied against me by [redacted], reimbursement of the interest charged on the $16.95 as my [redacted] is otherwise paid off promptly and immediately following any charges to it, so the interest would be only with regards to the "accidental" charge by Uhaul.

Business

Response:

July 10, 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 Eastern [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $16.95 was issued to Ms. [redacted] as requested along with an additional $50 as an adjustment. 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

Review: My complaint spans a bunch of different problems, but I suppose it is summed up with the customer service personnel issues. This started in [redacted] where I picked up the truck that I rented from Uhaul. The personnel there were very polite and professional, but undertrained in the different levels of insurance that the company carries to protect the truck. What I purchased was called SafeMove and I was told that it protected the truck from top to bottom and up to $80,000 worth of damage. During the process of the move we were leaving the bank and as we were pulling out hit the overhang of a bank. It said it was for oversized vehicles but did not have a height indicator. We called the 800 number for the Uhaul emergency line and they said that if we deflated the tires to move the truck that was fine and that they wouldn't send anyone out to help. We did that and were able to get the truck unstuck from the overhang at the bank. The damage to the truck was minimal and at the time I was thankful for purchasing the SaveMove insurance. When I went to return the manager/owner, [redacted], was the one who processed the return of the truck. Let me first say that Mr. [redacted] was rude, and belittling and overall disrespectful. I felt as though he was talking to me like I was below average intelligence, and to set the record straight I have bachelor's degree. He continued to talk down to me as he was explaining that there are two different levels of insurance that I could have purchased for the truck, SafeMove and SafeMove Plus. He continued to explain that the one that I purchased for an extra $14.00 did not cover the top 10 inches of the truck and that I would be responsible for the damages done to the truck. Basically, I was lied to by the pick up location and I was treated with horrible disrespect by the drop off location. I will NOT be referring any of my friends or family to Uhaul for any of their moving needs. This is not my first rodeo when it comes to moving and I have never been treated as poorly as I have in this situation.Desired Settlement: Due to the fact that I was given incorrect information and treated so poorly I would like a refund of the charge on my card for the damages done to the truck. If I was not given wrong information, and whether that was due to poor training or lack there of, and if I wasn't treated with complete disrespect this could not be a problem. In order to make this right, that is all I will accept.

Business

Response:

May 21, 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 o[redacted], followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]an email offering her apology for the inconvenience she experienced while using our services. She explained, while many items are covered by the Safemove Protection, damage to the overhang of the truck is not. This is stated in the Rental Contract and Document Holder. Ms. [redacted] addressed the issue with both dispatch and return U-Haul locations to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. She stressed that U-Haul does not condone or tolerate rude or improper behavior and we do not take these types of situations lightly. Although it is an unfortunate situation Ms. [redacted]experienced, Ms. [redacted] advised Ms. [redacted]that the fees for repairs are valid.

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: 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: U-Haul charged me approximately 10% "Rental Tax" when I picked up the truck, but sales tax in Virginia is 5%. They also hit me with $14 in bogus charges (plus tax) at drop-off. They indicated that will be refunded, but I can find no record that they did so. Details of complaint I sent to them follow: Regarding my recent rental, there are two charges that are improper, as follows: - Tax applied to $334.00 sub-total was $32.90, or 9.85%. The sales tax rate in Virginia is 5.00%, so the proper tax would be $16.70. Credit due is 32.90 - 16.70 = $16.20. - When the truck was returned, a charge of $14.00 was applied for "coverage". I had already paid $45.00 for SafeMove (an outrageous fee of 17 cents per mile for the first 267 miles). If the $14.00 is intended to be an adder for the 25 additional miles (or 56 cents per mile!), I did not authorize it and do not intend to pay it. The correct adder at drop off should have been 25 miles x 0.40 per mile = $10.00 plus 0.50 tax or $10.50. Credit due is 26.40 - 10.50 = $15.90. Please promptly credit my Discover card for 16.20 + 15.90 or $32.10, and send me an acknowledgment. The truck was returned on-time, with no damage, properly cleaned with moving pads folded as required. If U-Haul declines to correct these improper charges, you have lost at least one customer for life. Further, your tactics will also be reported to the Revdex.com and otherwise noted on internet service ratings. It is disappointing to me that U-Haul would operate this way, and that I have spend MY valuable time attempting to get it resolved. Sincerely, [redacted]Desired Settlement: Refund of $32.10 plus $75.00 for my time attempting to resolve.

Business

Response:

September 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Richmond, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offing her apology for the inconvenience he experienced. She also explained, that looking over his contract, she verified the Safemove Protection fee was refunded back to his Discover Card account on August 18th. The credit should post on his next credit card statement.

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

Sincerely,

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,

U-haul did finally refund part of the bogus charges; however, they have never satisfactorily responded to the overcharge on the tax.

Business

Response:

November 30, 2012

Review: I reserved a u-haul truck a week in advance to be picked up at a location near my house.24 hours prior to the scheduled pick up time I received a call from U-haul stating that I must pick up the truck at a different location ([redacted], Va, about 20 miles away, at 9 a.m. on saturday July 28th, 2012.When I arrived I was ignored for about thirty minutes and then was told that there was no truck available.I called U-haul directly and waited on the phone for an hour only to be told there were no trucks available. While I waited, several more people showed up and were told that they were not getting trucks either.Eventually I was told they would have a truck for me by that night, but I could not drive it very far because it had a bad transmission.I cancelled my reservation and was not reimbursed for the gas spent driving out of the way to pick up a truck I was told would be waiting for me. I received no follow up or apology from the u-haul company.Desired Settlement: written apology

Business

Response:

August 7, 2012

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

Our records indicate our Regional Office for the U-Haul Company of Richmond issued a credit for the $50.00 Reservation Guarantee Fee back to Mr. [redacted]'s Master Card account on August 7th. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On nov. 14 I rented a U-Haul truck. I rent a U-Haul periodically to haul trash to landfill. When I rent a truck I always get the recommended insurance so that Im covered in case of an accident On nov. 14, when I was bringing back the truck I backed into a car causing minor damage to the car. When I called the U-Haul insurance they said they don't cover my liability because I only got the basic coverage and it only covers medical. In my contract that I signed it states that I am covered with the minimum protection required by the state of Ak. and that I am liable for any liability that exceeds the minimum limits of protection. I think it is a reasonable assumption that when you buy insurance, unless it is stated otherwise, to expect it to cover liability. when you get this insurance you don't have to inspect the truck because they tell you your covered, but never say or imply other liability is not covered. I had to pay $900 to cover damage to car, out of my pocket, when I had already paid for insurance. I did receive an accident report from u-hauls insurance (repwest insurance) but I didn't waste my time filling it out because the adjuster from them already told me that they only cover medical. I feel like U-Haul scammed me, if I had been informed in any way when I paid for insurance that it only covered medical I wouldn't have wasted the money!!!!!!

Product_Or_Service: rental truckDesired Settlement: DesiredSettlementID: Refund

I feel that I am entitled to get a full refund of the $900 that it cost me to cover the damage to the car that I backed into. I am not asking for anything to cover my time and aggravation this cost me, just the out of pocket cash. I also think that U-Haul should change their business practices and inform people about this insurance coverage, or change the coverage to cover what it implies.

Business

Response:

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Anchorage, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained all options and documents were provided at the time of rental. Mr. [redacted] relayed he did not read the information provided that would have informed him what was covered under the Safemove Protection.

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 tried to reply further on the e-mail that I got from Revdex.com, but the only thing that I found that I was allowed to do was download a file, which I don't have a file to download. As I stated in my original complaint I feel that I was misled by the employee of U-Haul and the wording of the contract. The contract stated that the coverage I paid for covered me for the minimum required in Ak., the person behind the counter said that I didn't have to inspect the truck for previous damage because I purchased the insurance. U-Haul manager of that store did call me but she basically told me that the information was available for me to read when I signed the contract. And that they won't reimburse me for the $900 that I had to pay to the owner of the car I backed into. I still feel that I have been wronged by U-Haul. I will fax you a copy of the contract, thanks. until we talk again,thinking of you[redacted]

Review: I reserved a flatbed trailer to rent online through uhaul.com along with renting a hitch set and ratchet ties. I scheduled the pickup to be at 5pm 6/20/14 at [redacted] in [redacted], apparently one of Uhaul's distributors. I received an email the day of the rental, 6/20/14, that everything was in and available and at 5pm I went to pick up the trailer and items I was renting. I was greeted with very poor customer service and told the hitch set and ratchets that weren't there and they don't rent them and forced me to buy them. I was still charged $54.55 for the hitch set and ratchets to rent, I was charged $37.40 to buy a hitch set and charged $40.60 for the flatbed trailer rental when it was only supposed to be $29.95 and received no explanation of the additional charge other than to suspect it was because we'd mentioned using the trailer to haul things for the gay pride festival the next day caused them to upcharged us as they seemed even more irritated by our presence after hearing that. I would like a refund of $99.95 which would be for the upcharge on the trailer rental, hitch set and ratchet and hitch I was forced to buy.Desired Settlement: I would like a refund of $99.95 which would be for the upcharge on the trailer rental, hitch set and ratchet and hitch I was forced to buy.

Business

Response:

June 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her she had issued her a refund for $78 that she was charged by our U-Haul dealer. Ms. [redacted] relayed she did not see any charge for $55, therefore, could not make a refund. Ms. [redacted] sent in a receipt that showed an online purchase for product she received on June 23rd. Ms. [redacted] emailed her back with instructions on how to request a refund, which are actually noted on the bottom of her order. The refund for $78 was issued to Ms. [redacted]’s [redacted] account on June 26th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: Rented a truck 2 weeks ago. I returned the truck with more gas than I had received it with, and I still got overcharged nearly $40 for fuel. I have been calling for the last 2 weeks to dispute this charge, and have been told a manager would contact me multiple times. I have yet to speak to a manager to resolve this issue. On hold now again, it's been 15 minutes. Maybe something will come of this. Regardless, worst customer service I have ever received from any company ever in my life.Desired Settlement: DesiredSettlementID: Refund

Wish for charges to be corrected from $80.96 to $52.60.

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] advised her the bank contacted her on March 14, 2015 to say the dispute was settled.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 made a 14 ft truck reservation online on friday July 27, 2012. I chose to pick it up sunday the 29 at 425 NE broadway between 4;30 and 5 pm. This location is a walking distance from where I was living so no need to drive there. Because I was relocating to [redacted] and is sole care of a special need child, my friend husband will take the monday morning off to drive the truck to [redacted], and [redacted] and I will ride in my friend car.I also have hire 3 people to help me load the truck around 5pm on sunday the 29 so we can live very early on monday morning. This will allow the driver to drop the stuffs up off on get back too portland before 2pm.On Saturday morning I notice that the 14ft my take us too much time to load so I called U-haul back and decided to change for a 17ft. The lady and I completed the transaction and I told her that I will maintain the same pick up location and drop off as on my previous reservation. It all went fine and few hours later I received a call from Travis confirming the reservation and pick up location. I told him that I will be there by 4pm.I reveived two emails confirming these informations.I finish packing and around 4pm we all walk there to get the truck because the movers will be coming soon.At 5;15 we got there and the lady cannot find me in the system nor the reservation so I can't get the truck. For more that 25mn I was there waiting because she also runs the gas station. Then she gave the number of a different location to give them a call. I did called and the lady at this location have me on the system but does not have the 17ft truck so I have to go somewhere on se powell.It his almost 4;40 pm and I told her I am not driving and I think that location closes at 4;30.I had to take a 14ft truck was charge the price of a 17ft and lost few furniture because of the space and when I called nobody wants to listen and someone even ask me what did I want from U-haul.The contract was not respected and I need reparation. It was a disaster and a nightmare.Desired Settlement: U haul contrat states that if the truck is not delivered at the chosen location there is an amount to be refunded.I was also was mistakinly ask to pay for a 14 ft truck the price of a 17ft.I need a refund for the damage that was done.

Business

Response:

August 13, 2012

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

Ms. [redacted], our Reservation Manager for the U-Haul Company of Portland, followed up on the information Ms. [redacted] provided. She confirmed that Ms. [redacted] did reserve a 14-foot truck on July 27th for July 29th, with a preferred pick up location at 4[redacted] called back on July 28th to change her truck size to a 17-foot truck. Our NE Broadway location did not have a 17-foot truck so her reservation was moved to the closest alternate pick location on SE Powell Blvd. The original rate for the 17-truck was $124.00. Ms. [redacted] was given a 20% discount, which made the cost of the truck $99.20. The day of the move Ms. [redacted] called back to relay that since the SE Powell location was not within walking distance, she did not want to rent from that locatoin. Ms. [redacted] explained that Ms. [redacted] was informed, [redacted]. was the closest location with the available truck. Ms. [redacted] then requested to change her reservation back to the 14-foot truck at the NE Broadway location. Although she changed her equipment size, we did honor the discounted rate. The original rate for the 14-foot truck was $119.00 but we still honored the $99.20 rate.

Ms. [redacted] relayed that we did not confirm the pick up location for the 17-foot truck at our NE Broadway location, therefore, reimbursement for the Guaranteed Reservation Fee would not apply. However, as we do value Ms. [redacted] as a customer, she was sent 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.

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