J.R.J. Tara Corporation

Review: I rented a truck & trailer from U-Haul in Woodstock GA on 11/29 & returned it to Highland NY on 12/4.

Since I had only driven with a trailer once before I paid for the insurance. On arrival in NY (12/2) I was unable to detach the trailer from the hitch and I called U-Haul to inform them of the problem . When I returned the units to U-Haul I pointed the problem out to the representative. He didn't give me any indication that It was anything I needed to worry about.

On 12/30 I received an email from U-Haul and read the main document - it appeared to be the same as all the other emails I had received from them and didn't indicate that there was a billing so I didn't look for anything attached. On 1/11 I noticed a credit transaction for $213.59 from U-Haul and after a number of calls found that they had billed me $183.59 for damages to the hitch on the trailer and added a $30.00 fee for late payment!

On 1/13 I spoke with their District Manager for the Hudson Valley ([redacted]) who insisted that it was my fault the trailer hitch failed because I had driven it incorrectly or abused it. I admitted that backing up with the trailer was an adventure, but I really couldn't see what I could have done to the trailer hitch that wouldn't have caused damage to the truck or the trailer itself. Plus, that's why I bought the insurance. After a lot of back and forth he told me that he would waive the late fee, look into the charge for damage and call me back. That was 3 weeks ago and I've yet to receive a call and there's been no adjustment on my credit card.

To sum it up, I rented a truck & trailer and bought insurance to cover any mishaps. U-Haul is claiming that I managed to damage the hitch and that it was my fault and that the insurance they sold me won't cover it. Add to that, they sent me a generically worded email that didn't indicate it was a bill for damages and 11 days later added a $30.00 charge for late payment.Desired Settlement: I want U-Haul to reverse the full amount charged on my credit card.

Business

Response:

February 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $213.59 has been issued back to Mr. [redacted]’s [redacted] card account as requested. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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.

My thanks to the Revdex.com for your exceptionally prompt action on my complaint and to U-Haul as well.

Regards,

Review: I have been renting a uhaul storage unit since 2005 @ the 9411 Atlantic Blvd location in Jacksonville, FL.

My contract I signed in 2005 with regards to this storage space stated I have facility access hours from 6 am to 10 pm everyday.

I have not had a problem until current property manager [redacted] has locked me out numerous times recently. I have not been able to gain access to my storage unit as early as 7:30 pm weeknights. This is unacceptable. When I call the after hours emergency number no one answers. This is also unacceptable.

When I tried to get this problem resolved on Wednesday, February 26, 2014 @ 6:30 am with [redacted], he would not even listen to my problem. [redacted] simply shrugged his shoulders and said that is too bad for me. Very poor customer service. I have no other alternative but to contact the U-haul home office in Phoenix to get my problems resolved.Desired Settlement: My daily access hours of 6 am to 10 pm restored because U-Haul property manager [redacted] refuses to correct it. [redacted] will not even discuss the denied access situation with me to get it fixed.

Business

Response:

March 3, 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 Jacksonville regional office, followed up on the information Mr. [redacted] provided. She explained as of 2012, the signed contract on file for Mr. [redacted] indicates he is only paying for the price of the room. We have since granted him extended hours, which will allow him access from 6am to 10pm.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rent U-Haul vans regularly for my business. Your local rep (Vans Towing) is great, helpful and easy. Your centralize customer service system is absolutely TERRIBLE.

I received a parking ticket while I had a U-Haul rental (shucks). I paid the ticket. Today I received an email from U-Haul saying I had been charged $75 which I surmised was from the ticket. I called the 888 number listed on the email. I waiting on hold for almost 40 minutes and then hung up since I was clearly wasting my time and cell phone minutes. I then went to online chat to get help. The agent told me he couldn't help me on this issue and gave me a new number. I dialed that number. The agent there told me he couldn't help me and gave me a new number. I dialed that number and went through the menu options. After being on hold for a few minutes, the line hung up on me. I dialed again. Went through the same menu options. Again a few minutes into the hold I was hung up on again. I then re-dialed the number the chat agent gave me and reached [redacted] J. I explained the frustrating time I was having and she was very nice, but was also at a loss on how to help me. She did everything right, taking my phone number to call me back in case we got disconnected, keeping me on the line while she tried to get through to someone to help. No one answered her either after 10 minutes. She came back on and give me the same 888 number I had dialed to begin, for which I gave her a "thanks, but no thanks" since I had already tried that. She then attempted to message her manager to get help. After 15 minutes she basically had to apologize and tell me that she couldn't get through either and that there was nothing she could do. I want to definitely give [redacted] credit for doing everything she could to help me and for being a great face to your company. However, your system itself is terrible. I have never been so disappointed or frustrated with a customer service system in my life. And this is a charge that shouldn't have even happened. If I made my clients go though an hour+ ordeal to never actually resolve something that was actually my mistake, I'd be out of customers. And chances are you've lost one today. The local U-Haul dealer is close, but after wasting more than an hour on the phone this morning, I'd rather go a little farther to never have to deal with your centralized system again.Desired Settlement: I would obviously at the least like a refund of my $75 charge. I'm not going to make some silly request that you compensate me for my time or something outrageous, because I think I'm a pretty reasonable guy, however your system really does need to be improved and I hope you'll take steps to make that happen.

Business

Response:

March 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] emailed me a copy of the parking violation, which I forwarded to our Citations Administration Department for review. The following email was then sent to Mr. [redacted] today:

Thank you for submitting your email showing proof of payment for the parking ticket [redacted].

A reversal request has been submitted to refund the amount collected from your debit/credit card.

The refund should be visible on your account in 5-7 business days.

Thank you,

Citations Administration

###-###-#### Ext. [redacted]

As we value Mr. [redacted] as a customer, we sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. 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.

Regards,

Review: COMPLAIN AGAINST [redacted] UHAUL STORE FOR NOT REFUNDING THE FULL AMOUNT OF $297.30 FOR A RENTAL THAT WAS RETURNED THE SAME DAY DUE TO BEING USELESS.

I CALLED OVER THE PHONE TO MAKE A RESERVATION BECAUSE MY CAR WENT OUT ON ME ON THE FREEWAY, I TOLD THEM THE TYPE OF VEHICLE(2000 [redacted] ALL WHEEL DRIVE) AND THAT I WANTED A PASSENGER TRUCK, WHEN I PICKED IT UP I SAW IT WAS A FRONT WHEEL TOW DOLLY AND THEY GAVE ME A 10' TRUCK(DIDNT ASK FOR THAT), I ASKED THE LADY "[redacted]" IF SHE WAS SURE MY VEHICLE WOULD WORK ON THE TOW DOLLY SINCE IT WAS AN ALL WHEEL DRIVE, SHE SAID "YES, IF IT WOULDNT WORK THE SYSTEM WOULDNT ALLOW US TO RENT IT OUT TO YOU" I SAID "OK AND IF IT DOESNT WORK CAN I BRING IT BACK AND GET A FULL REFUND" SHE QUICKLY SAID "YES OF COURSE THATS NO PROBLEM." WELL RIGHT AWAY I WENT TO TOW MY VEHICLE AND SURE ENOUGH MY VEHICLES BACK WHEELS LOCKED ON ME, I WENT BACK AROUND 7PM TO TAKE THE TOW TRUCK BACK, THERE WAS A MAN WHO RECEIVED IT AND SAID I WILL NEED TO CALL CUSTOMER SERVICE THE NEXT DAY AND GET A FULL REFUND. WELL UNTIL NOW I TRIED TALKING TO THEM AND THEY GIVE ME THE ROUND ABOUT THAT THEY WILL CALL ME BACK. THEY WILL NOT TALK TO ME, AND ARE BEING VERY DISAPPOINTING TO ME. I WILL NO LONGER RENT FROM UHAUL THIS IS TERRIBLE CUSTOMER SERVICE, AND THEY DID NOT FOLLOW WITH WHAT THEIR EMPLOYEE "[redacted]" TOLD ME.Desired Settlement: I WOULD LIKE UHAUL TO REFUND ME THE OTHER AMOUNT OF $164.19 BACK TO MY BANK ACCOUNT BECAUSE THE EQUIPMENT RENTED WAS NOT EVEN RENTED FOR 4 HOURS. NOT EVEN A DAY. THE LEAST THEY CAN DO IS MAKE A CUSTOMER HAPPY.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her concerns. He advised Ms. [redacted] that he was issuing her a refund for $164.19 due to the fact she was not told to drop the drive line in order to tow her vehicle.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I had got Uhaul in [redacted] to move to [redacted]. I got pulled over on my way to [redacted] by a state patrol for the tail lights not working. I had to call the uhaul roadside assistance because the state patrol said I could not leave till we got them fixed. We waited 6 hours and no one showed up and called 3 times and said someone was on there way and the last call they said they had been there and fixed it. We could not wait any longer and I had some one follow me so I did not get rear ended. That 6 hour delay caused me to lose my apartment here and had to stay in hotel for 5 days. The customer service people are rude and hang up on you and use fowl language. When you call then you get put on hold for a long time and then they don't even listen to you. In the agreement they are to give you safe working equipment. The state patrol officer looked at the lights and said there was a default problem that need to be fixed because it was hooked up right. I went to return the uhaul and they charged me for extra miles and I was not over my miles. And when I called to get my money back they got distracted by my tail light problem they did not refund me my money and they they just offer me $80 plus my $16 back. When I called corporate they only offer me just the $80. They can't get there stories straight.Desired Settlement: I would like my money back for the the car carrier and then my money back for the overage that they charge me for mileage!

Business

Response:

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to [redacted] on 8/8. [redacted] has refunded the requested amount of $299.83 to two different [redacted] Cards. ( $16.81 to the card ending in [redacted] and $283.02 to the card ending in[redacted].)

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

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

Sincerely, [redacted] 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: 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've tried to contact Uhaul numerous times, and in various ways about problems with their Ubox services in relation to my move from Colorado to Connecticut during May and June of 2014. They fail to reply or return my call each time. I am hoping to reach them through here before pursuing further action. Included below is a copy of a message sent to them outlining the issues.

Dated June 3, 2014

I am writing about my recent experience with U-Boxes, U-Haul in general, and my great dissatisfaction with both over the last few days.

About 3 weeks ago I reserved two U-Boxes for my upcoming move from Fort Collins, CO to Middletown, CT (reservation number [redacted]). Additionally I used your website for movers, booking them at both ends of the trip to pick up the boxes and help us pack and unpack them.

On May 30th, the movers went to pick up the boxes on location in Fort Collins. The information they received from Uhaul sent them to one location. This location informed them they had no Uboxes and sent them to the Uhaul location on S College in Fort Collins. Upon arriving at this location, the movers called me to tell me there were no boxes available there as well. When I tried to call the location to discuss this with them, I learned they use an answering service, which means that whenever you call this location the person you speak to knows nothing about whats actually happening at the location, and when they page the location they receive no response, making it impossible to actually speak with someone at the location.

Needless to say, the movers were becoming impatient, as they had other jobs to complete and had paid for the gas to drive to the location. I called customer service only to be hung up on the first time after holding for 20 minutes. I called back, went through all the menus again, and was transferred to the Ubox department where I was told they were going to send an urgent email to the regional office, and that I should hear back soon. I found the inability for them to transfer me to someone very frustrating, but I hung up and waited.

About 30 minutes later, I received a phone call from a woman in Denver at the regional office. She said she did not understand the email she received, and I explained the whole situation to her again. She said she was going to resolve the issue, and that she would contact the mover for me. I told the movers, who had returned home, that it looked like there would be a resolution and that someone would be calling them. However, they never heard from anyone, and made a second trip to Fort Collins that day for what ended up to be no reason.

I never heard back from the woman in Denver, and she told me if I didn't hear back from her that day, she would be in her office at 7am the next morning. I called her number twice the next morning, and there was no answer. I left her two voicemails. After still not hearing back, I called the number for the regional office at 8:30am. The first person I spoke to there told me there was nothing they could do about this situation, and that I would just have to wait until there were Uboxes in Fort Collins. I said this was unacceptable, and she told me that there were Uboxes in Boulder if I wanted to drive down and get those. Being that I have no tow hitch, and that I doubted the movers were willing to drive an hour and a half each way to pick up our boxes, I said that this would not work and asked if there was anyone else who I could talk to. She transferred me to [redacted], the regional manager, who I again explained the whole story to. She said that the person I had spoken to the day before was in the office, and put me on hold while she found and spoke with her. After holding for 15 minutes, [redacted] came back on the phone and told me that they would be transporting Uboxes from the Boulder location to the Fort Collins location.

At this point, the movers had other jobs to get completed, but were nice enough to add me to the end of their day. All in all, the boxes were packed and back to Uhaul at 8:30pm Saturday night, when this originally was all supposed to be done by noon Friday. The delay caused numerous problems. First of all, I was scheduled to be out of my apartment May 30th, and had to explain to my landlord that I could not leave on time because my things could not be moved out. Needless to say she was very unhappy about this, was unable to reschedule a walkthrough with me, and billed me for an extra day in the apartment.

Second, I was to drive from Fort Collins to Middletown, CT and had planned to leave 8am Saturday morning, giving myself 3 days at 700 miles/day to complete the drive. I had to arrive on Monday evening as I was starting a job that night. However, I was unable to leave Fort Collins until approximately 9:30pm on Saturday, and spent most of that night driving, creating an unsafe driving situation for myself for the entire trip. Additionally, I incurred the expense of two hotel rooms that I otherwise would not have had, as I had planned the trip so that I could spend each night with a friend of family member. The new situation made it so that I had to stop at different locations and incurred the cost of each room.

Finally, I had scheduled carpet and house cleaning for Friday after the time that my stuff was supposed to be moved out, as to leave my place as clean as possible. But, it was impossible for the apartment to be cleaned properly with all of my boxes still in it. I tried my best to do a final cleaning after everything was out, but as a result of not being present for the walkthrough with my landlord, and not being able to have the house cleaned properly, I also lost a portion of my security deposit for the apartment to cover cleaning expenses that I had already paid for once.

But, this has not been the end of the hassle. When the movers picked up my boxes, they told me that the Uhaul location told them I had one box going to Boulder and one to Middletown. This was obviously incorrect, but I could not call the location about it, because I only reached the answering service who knew nothing about what was going on. So, I called customer service and they told me that it didn't appear that way, so they do not know why the location said that. Then, this morning I received a call from the location telling me they had a question about my order. When I called back a few hours later, they told me they didn't know why someone called me, and didn't know what the question was. So, currently, I'm hoping my boxes actually show up.

Being extremely frustrated at this point, I googled corporate contact information. I found what was supposedly a cell phone number for the CEO, and not to my surprise at all, the voice mailbox was full making that completely useless. To this point, I am extremely dissatisfied with Uhaul. You have broken your contract with me, cost the movers money above and beyond what they should have been in the job for, significantly screwed up my move, and caused me excessive amounts of stress, money and trouble. It is my hope that you will be interested in working with me to reach an amicable solution to the situation, and that I will not have to pursue any additional avenues of resolution. You can call me at (removed for Revdex.com public complaint).

Sincerely,

(removed for Revdex.com public complaint)

To date follow-up: Fortunately, both of my boxes did arrive in CT. They arrived at the location a day before my movers were to pick them up (6/25), however, both the movers and I received phone calls from the location pressuring us to get the boxes a day early. As I was not around yet, this was not an option, and I did not appreciate the pressure from the location given that it was a day before I was scheduled.

When the movers did being the boxes, one of the two boxes was loaded backwards on the trailer, causing many problems in term of removing items, as the door could only open about 1/3 of the way, and even to get the door open at all the movers had to climb on top of the box to fuly remove the plastic cover. The general incompetence and disorganization displayed by uhaul throughout this process has been shocking, and unacceptable to me as a customer.Desired Settlement: Based on the fact that I largely did not receive the contracted services agreed upon, as well as Incurring many additional costs, I would like a refund in the amount of my incurred expenses (extra day in the apt: $50, lost portion of deposit for cleaning expenses: $200, hotel costs: $114.07) plus a refund for the broken contract and all difficulties and frustrations as a result as well as the time spent trying to contact uhaul and resolve this issue.

Business

Response:

August 11, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted] Thank you for your concern for our custome[redacted].

[redacted] the Executive Assistant in our Colorado Regional Office offered this response:

I have made my third attempt to contact Ms. [redacted] to resolve this matter with no response. As soon as she calls back this will be resolved.! called on the 4th, 5th and 9th. I need copies of the expenses she wants reimbursed such as motel, etc......I've left her a message with this information.

[redacted] can be reached at ###-###-#### or ###-###-####.

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

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

Sincerely,

Paula Fontaine

Executive Assistant

U-haul International

Consumer

Response:

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

I returned the phone calls, and left a message with reception. When I still did not hear back, I called again, at which point I was told that they don't really do messages, despite the fact I was told my message would be relayed. I then sent an email with the details, which I received no response to. When I followed up, [redacted] said she had emailed me back for additional information including the receipts. That was two days ago, and I am currently collecting the receipts to send back.

Regards,

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office and sent her the following email in response:

Good morning [redacted], I spoken with the Market Company President and he authorized a refund in the amount of 250.00 dollars for reimbursement of the steam cleaning fee and also the two motel fees, the balance was applied back on the credit card utilized for this reservation (card ending in [redacted]). After reviewing the account your U-Boxes where shipped and received in the quoted time frame, therefore there will be no refund on the shipping fee. Sorry for delay in responding and I also apologize for the any inconvience.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 8/29/14,2:59p I rented a trailer from this location.A staff lady hooked it up to the back of my truck. Soon after I loaded the trailer,my daughter&I proceeded to Wisconsin.Once on the busy HWY 45 Bypass in Jackson,the trailer suddenly detached from my truck&started to jackknife across both lanes for several minutes,slamming into the back of my truck several times throughout,almost causing several accidents.I finally gained enough control to stop the jackknifing while slowing down my truck to a complete stop.Hence, we were stopped in the left lane blocking traffic.I got out to assess,(where speeds reached up to 55mph)noticed the trailer was only attached by the chain& scratches on my bumper.I called Uhaul location to be told I needed to call for a repair.In the meantime,two utility workers pulled over to assist;assessed the pin was missing.They picked trailer up,reattached it with a bolt&nut which allowed temporary fix enough for us to move to a safe location.I called for repairs which took an hour.Repairman also assessed pin was missing;had to go buy one.Altogether,making us two hours off schedule.While on the HWY,trailer constantly squeaked&bounced around to where we only went 40-45mph all the way to Wisconsin,now five hrs off schedule.I called CS to make a complaint&explain why I needed to return trailer to current location due to the issues.Rep stated fees could not be adjusted unless trailer is returned to location&they call corporate.While at Milwaukee location,staff immediately wanted to detached trailer despite telling them I had an issue with the hook up.Meanwhile I'm now inside making the complaint with [redacted] whom was very rude,dismissive,didn't assess the issue,nor call corporate.His only solution was to hitch the trailer back to my truck or charge me outrageous fees for a less than 24hr rental for a faulty trailer.I called both WI & TN corporate offices([redacted])to no avail.I was apparently charged hidden fees from Milwaukee&unfair fees from Jackson&my truck is scratched.

Product_Or_Service: Trailer

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Due to the negligence of the Jackson location, I would like a full refund. Due to the reactive instead of proactive approach as well as poor customer service & hidden fees from the Milwaukee location, I am asking for an explanation & breakdown of fees assessed. I am willing to only pay Milwaukee a flat rate fee for the return of the trailer ($84.40).

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our South Eastern Wisconsin Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the hitch pin came out in Tennessee and was also fixed in Tennessee. Ms. [redacted] drove 600 miles then insisted she be able to return in Wisconsin after she was done using the trailer. Ms. [redacted] explained there are no issues with the trailer and in fact has continued to be rented without incident. Ms. [redacted] has been advised a refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

It appears U-haul is not taking responsibility nor being truthful about the events. It also appears that this [redacted] staff member has wrongfully assumed what my plans were for the trailer along with miscalculated and misrepresent my mileage in an attempt to not take responsibility for the issue at hand in order to make it more convenient to fabricate the actual events that took place. First of all it is incorrect that I wanted to return it to Milwaukee due to being finished with it. In fact, because of the faulty hook-up and trailer damage to my truck due to U-haul's negligence, I had to use another vehicle to move items back to Tennessee that following Monday that were supposed to be in that trailer. Hence, the plan was to return the trailer to the location in Tennessee NOT Miliwaukee. If I wanted to return it to Milwaukee all I had to do is tell them that in the first place. I did not plan to return it to Milwaukee, because that was NOT my plan as [redacted] implied. I was directed by customer service to take the trailer to the Milwaukee location so they could assess the situation after I finally arrived and told them the trailer didn't seem safe as it was making concerning noises during the long, slow ride back to Milwaukee. Milwaukee U-haul did not do the assessment, but unhooked the trailer and refused to call corporate as customer service directed me to ask them to do once I arrived. They can choose to resolve this complaint to my satisfaction or I will fight for the cost to repair the scratches caused from their negligent hook-up that was already proven to be performed by their company, which is the catalyst of this complaint. Furthermore, the estimates for the scratches on the back of my truck supersedes the price for the rental. More importantly, [redacted] fails to address the issue that initially started the problem. The pin was determined to have never been installed during the hook-up, which caused the breakdown/crash. Just because it was "fixed" does not make them less negligent for the subsequent events that took place after the faulty hook up which caused a huge inconvenience in addition to causing a time sensitive scheduling conflict. It doesn't appear that U-haul cares much about customer satisfaction which speak loud volumes after the disrespect and lack of empathy I have received during this ordeal over the phone and in person. Their best practices, standards, and quality of service expectation must be very low considering the whole dynamics of my experience with U-haul.

Regards,

Business

Response:

September 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Eastern Wisconsin Regional Office, reviewed the recent comments Ms. [redacted] relayed to your office. [redacted]’s Executive Assistant, [redacted], contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for $84 was issued back to Ms. [redacted]’s [redacted] account as an adjustment and 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: U-Haul installed a hitch on my Jeep Patriot which was done improperly. The installer stated he would have to cut part of the bumper to properly install it, however this was never done. The botched install caused the bumper and rear quarter panels to pull apart. In response to my initial complaint, U-Haul provided me with their insurance company information and a claim number. I was requested to get an estimate for the damage. The estimate I received was approved by U-Haul and I was sent a check for that amount as well as a rental car for 2 days. When my Jeep was taken apart in the body shop, extensive internal damage was found which could not have been seen before. The body shop stated that the damage was due to the hitch being installed incorrectly, and sent in the new estimate as well as photos detailing this damage. U-Haul denied the request to cover the cost of repairing the additional damage.Desired Settlement: The full cost of repairing the damage done to my Jeep by the improper hitch install should be paid for by U-Haul.

Business

Response:

October 10, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided and informed our office she has been in touch with Ms. [redacted]. Ms. [redacted] will be going into a U-Haul location to confirm if the hitch is in fact the wrong one for her vehicle and if so, the cost will be refunded. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was treated extremely poorly by the Western New York U-Haul office and spoken to as if I did something wrong. My car was sitting at the shop for 2 weeks waiting for U-Haul to respond, so I had to involve my own car insurance to pay for the remainder of the repair. I had to pay the $500 deductible and am waiting for my insurance to reclaim the funds from U-Haul[redacted] After the damage from the incorrect hitch install was complete, the body shop informed me they could not re-attach the hitch because it was the wrong model for my car. I was directed by my insurance to contact U-Haul so I did, and was told to have the hitch checked at the 'nearest' location (which was a 40 min round trip for me). The U-Haul location stated it was the correct hitch and I was reprimanded by U-Haul as if I made up the story (even though I have a statement from the body shop). I asked if they would then install it correctly this time and was informed that was against their policy and the only thing I can do is scrap the hitch or hire an attorney. Therefore, I called my insurance adjuster and pleaded with him, who then put me in touch with the body shop manager, who agreed to install the hitch correctly free of charge. After the body shop installed the hitch, it is very clear U-Haul did it incorrectly as they never made the necessary cut under my bumper.

In order to get any type of apology or validation from U-Haul I had to email the CEO directly. He returned my email the next day and made his employees behave appropriately and offer a resolution. Of course, I took care of the hitch re-install myself but still have the issue of the insurance claim.

Regards,

Business

Response:

October 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Ms. Demit’s recent comments to your office and sent her the following email in response:

Good afternoon Ms. [redacted], I recently received your rebuttal to our Revdex.com response and I would like to help you however, we are still waiting on paperwork from the mechanic stating how U-Haul caused the remaining damage. I received the pictures as well as the estimate for the repair but not the explanation from your mechanic. Unfortunately we can do nothing without that explanation. Once we receive the write up we can can further address this. Thank you, [redacted] Executive Assistant U-Haul Co. Of Western New York [redacted] Victor, NY 14564 Office ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was renting a trailer from U-Haul from Ontario for my relocation to Alberta. When I check the rental price for the 5x8 trailer, the online quote was $390 (which it is still today). So I contacted Uhaul and booked the trailer pickup in Mississauga, the representative quoted me $390 for the rental as per website and informed that the days allowed would be 7 days and unlimited mileage. The week before the rental pickup, Uhaul told me to go to Oakville for the pickup, which was fine. But the morning I went to pick up the rental, the manager there ([redacted]) had me sign the contract on the register and print the contract without disclosing the rental charge. Once the rental contract was presented to me it stated rental charge of $683, days allowed of 6 days and mileage allowed was 2584. I tried to dispute the rental charge, days allowance and mileage allowance. [redacted] used pen to correct the days allowance to 7 and no mileage limit, but informed me that the charge was done by headquarter so she couldn't change it and informed me to contact the headquater to resolve it. I contacted the headquarter customer service number to dispute the charge and was informed that they can't change anything till the contract is finished. So after I completed my relocation (6 days later, On November 4th), I contacted the customer service centre and they informed me that I have to contact the Ontario Regional centre. So I did. And the Ontario regional centre told me to contact [redacted] again. So I did. Each time when I called someone had taken my contact info and told me that they would call me back to resolve this issue. Now it is mid-December before Christmas, I still haven't heard back from anyone at Uhaul to resolve this.

Product_Or_Service: trailer rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to have the rental charge disputed and have the excessive charge refunded.

Business

Response:

December 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Central Ontario Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed he was due a refund for $321.49. The refund was issued back to Mr. [redacted]’s [redacted] account on December 19th 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

Consumer

Response:

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

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

Regards,

Review: I rented a trailer and appliance dolly, as I left I asked the salesmans where to leave the trailer and dolly when I returned it as it would be after hours. He stated to leave it in the return equipment area. I asked about leaving the dolly there and he stated to put it inside the trailer and it "will be fine." When I returned the trailer and the dolly at about 7:30PM that same day, I did what the salesman advised me to do, I left the dolly in the trailer in the equipment rental area.The next day the Uhaul office called me and told me the dolly had not been returned and I would be charged $70 for the dolly. I advised the girl that I had returned the dolly and did exactly what the salesman had told me to due when I returned it, that I had a witness that I had returned it. It didn't matter and I was charged for the dolly. I went back to the Uhaul location a week later and the dolly was there (I have pitures of it), I knew the dolly was the same one because the rubber bumpers were different colors and the strap used to strap items to the dolly had the same markings on it, things I had noticed when we were using it. Clearly this is an attempt to defraud a customer of an amount not likely to put up much of an argument. This uhaul is mistaken in that.

Product_Or_Service: Appliance dolly rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the 66.17 I was charged for the dolly the Uhaul is in possession of. The day before this Uhaul locaction charged my debit card, an email was sent to them revoking my authorization to charge the card and that any use of the card by uhaul was not authorized and would be considered fraudulent. If the business does not refund the money, in addition to this complaint, I will file a police report for fraudulent use of my card. I have already disputed the charge with

Business

Response:

July 23, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology for the inconvenience he experienced. She also advised him of a refund for $66.19 as requested. The refund was credited back to Mr. [redacted]'s 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 reserved a 6'x12' cargo trailer around 7:00 am on June 30, 2012. My husband, daughter and I were traveling from our home in [redacted] to [redacted] to help our two sons move from one apartment to another. I had done this before when we moved them to [redacted] and I guess I was wrong for expecting the the best results because I had reserved an available cargo trailer. While no money was required for the reservation, it makes good sense that the reservation holds what you reserve. By around 2 or 3 that afternoon, I called the location where we were supposed to pick up the trailer to get their closing time because I didn't remember, only to be told that they didn't have the trailer that I reserved and was redirected to another uhaul that was further away. I was immediately upset, but took the phone and address information as we really had no choice. I called the other location I was given, and got the store hours for the day and asked the directions to get there.Desired Settlement: While UHaul may see the problem with this, I do. Like I said earlier, when you reserve something, it should yours for the asking during that period of reservation. I feel for the inconvenience and just plain unprofessionalism of the situation, that I deserve some type of credit refund. For me, I really wouldn't be asking if it wasn't right.

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Dallas, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for the $50.00 Reservation Guarantee Fee. The refund was issued by credit back to Mrs. [redacted]'s American Express account 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: 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

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: I rented a U Haul on Sept 7,2012, I paid $227.70 and I had the truck past the due date which the Sept 10, 2012. U Haul got paid another 130.00 dollars, which my bank statement shows that $130.00 dollars was, it was an Over Draft on my checking account. I returned the truck on Sept 17, 2012 and I paid $180.10 with my credit card and now, they keep trying to charge my checking account with an over draft, it's over $30 dollars. I don't understand how that can charge me that much more, the mileage was low, I didn't drive around with it. I when returned the truck, at first, I was being charged over, $2000.00 dollars, and he went outside to check the mileage again and he came up with the charge of $180.10 and I paid this price of $180.10 dollars and that was it. Now, U haul is trying to get more money from my account. I'm not going to pay any more money because, the price of the use of the truck has been paid.Desired Settlement: Stop trying to over charge me for the price for the truck when I have returned the truck to U Haul. I have paid what they have ask for and don't have the right to make me pay more than with was paid. I'm not going to pay them any more money.

Business

Response:

October 15, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of OH, followed up on the information

Ms. [redacted] provided. She informed our office she left a message for

Ms. [redacted] requesting a return call to personally address her

concerns. She also mentioned that Ms. [redacted]'s total rental charges

came to $537.80. When Ms. [redacted] picked up her rental truck we

charged her [redacted] account for the estimated charges in the amount of

$227.70. Her contract was extended on September 12th,

therefore, an additional charge of $130.00 was applied. When she

dropped off the truck, the total charges came to $537.80. The

remaining balance came to $180.10, which was applied to her [redacted] account on September 17th.

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 7/29/2012 my wife picked up our rental truck and dolley to move from Arizona to [redacted]. Contract #[redacted], at a cost of $1058.00. The truck wouldn't go over 68mph without the whole front end bouncing and shaking all over the highway. We didn't notice until 2 days after we had loaded, set out and the temperature was over 100 degrees that the air conditioner didn't work, by this time we're in Texas. We called for roadside assistance. We were told by the jerk that showed up (and he was an arrogant jerk!) without freon that we needed to turn around and go 60 miles out of our way for him to add freon, which would add hours to our trip because he had to hoist it up to put the freon in. This did not meet with our expectations or our schedule,(we had to unload & return their truck and rent a car to be in n[redacted]. for our son's funeral). My wife got sick from driving all that way with no air conditioning and the constant bouncing. You would think when someone rents a customer a truck in Arizona and is driving to [redacted] in the summer they would check to make sure the air conditioning worked. The people at "[redacted]"([redacted]) where we rented the truck never discussed it, so we assumed it worked, (duh! we're in Az!) It took her several days to recover. When we got settled we called U Haul, after several days of being jerked around & transferred several times I talked to [redacted] on 8/6/2012. He said Uhaul would refund us 10% (big deal) of our cost within their next billing cycle, I neglected at the time to ask what their billing cycle consisted of. I called them today, 9/11/2012 and asked that question to no avail. I feel we should be compensated more but will take what we can get from them as we know from past experience they don't care at all about their customers, only making themselves richer at our expense. Unfortunately our location in Az. had no other rental companies besides Uhaul, Uhaul will never be used by us again, I can assure them that!Desired Settlement: I would like a check mailed to me, [redacted] promptly.

Business

Response:

October 1, 2012

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Eastern AZ, had previously addressed the information Mr. [redacted] provided. A credit for $90.00 was issued back to Mr. [redacted]'s Visa account on August 6th as an adjustment on his rental. The credit should have already posted on his 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: September 28, 2012U-Haul Reservation # [redacted] would like to file a complaint against the U-Haul Company. June 30, 2011 My Fiance (now my wife) rented a U-Haul truck to move from [redacted], Canada to [redacted], USA. In our travels we encountered excessive gas usage and have made a few enquires at various U-Haul depots along our route but to no avail. Whiles driving through Minnesota we notice that the vehicle was pulling to one side and my Fiance contacted U-Haul roadside assistance to which the agent advised us to pull-off at the nearest U-Haul depot and they will send a mechanic out the following morning. The following day we found out from the assistant manager at U-Haul ([redacted], MN) that the truck had a 12 inch long 4 inch wide bubble on one of the inner tires and also the tires were not inflated to the correct pressure. When the mechanic showed up he examined the tires found out where we drove from his comment to us where "we were very lucky that the tires did not blow which could have lead to a serious accident causing serious injury or even death also both the U-Haul mechanic and assistant manager ([redacted], MN) mentioned that the U-Haul [redacted] team had not done their job in inspecting the vehicle before assigning it to a customer or they would have found the service problems". In any case we were encourage to call the corporate office and file a complaintSince arriving in [redacted] both my wife and I have tried to resolved this issue with U-Haul but to no avail. We have left countless voice messages, emails with no reply unless I made the attempt. The only help came from the [redacted] team and their advice keep trying someone will reply. When we did get in touch with U-Haul [redacted] we were ask to fax all documents and receipts which was faxed on several occasion when we followed up with U-Haul we were told that the fax were not received. Later we were offered a $100.00 gift card to be used at U-Haul which I rejected and considered and insult for endangering our lives. Since my last emails and conversation I have not heard back from U-Haul.Desired Settlement: I'm asking for gas reimbursement in the amount of $753.17 all documentations and receipts have been sent to U-Haul. Unless this issue is resolved with fair compensation that is NOT a U-Haul credit I will have no other alternative but to seek the assistance of an attorney since I've tried for a year to resolve this with U-Haul.Persons I've contacted at U-Haul [redacted] (U-Haul Chairman and CEO) - emailed twice with full documents and receipts[redacted] (GM U-Hail [redacted] - emailed ful

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

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

the information Mr. [redacted] provided. She informed our office she

spoke to Mr. [redacted] and discussed his concerns. He will be sending

his fuel receipts for further review to Ms. [redacted] to determine if

his fuel consumption was high. If so a refund for the extra fuel

will be issued.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: The rental truck was picked up with 7/16 of a tank of gas. When it was returned to [redacted] Lawn[redacted] Service the truck had just under 1/2 of a tank of gas. I did the fueling myself minutes before turning the truck in. We then received a receipt that stated that the tank was only 3/8 full. When we called to complain we were told "tough luck. That is what it is and that is what you owe us."We ended up being charged $48 after putting in almost $60 worth of gas.Desired Settlement: We want the $48 fee removed from the receipt. Everything was paid up front and it was returned as asked with over 7/16 of a tank of gas.

Business

Response:

November 13, 2012

Thank you for your

concern for our customers [redacted] and [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of SW Ohio, followed up on

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

them an email explaining a refund for $48.00 as requested was issued

back to their [redacted] account. The credit should post on their

next credit card statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I received three letters telling me that the content of my storage unit would be auctioned off on 11/14/2013. I called in to make a payment on 11/13/2013 and I was told that the auction had occurred the prior day.Desired Settlement: U-Haul should re-imburse me for the contents of the storage bin

Business

Response:

November 30, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Margie Barton, Senior

Staff for the U-Haul Company of Southern CO, followed up on the

information Ms. [redacted] provided. She has documentation of letters

sent and phone calls left for Ms. [redacted] informing her that her

goods in storage will be sold on November 12th unless

payment is made to bring her storage account current. The storage

unit sold for $450, leaving a balance still owed for $283.85.

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

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