J.R.J. Tara Corporation

When I bought my new Honda Odyssey in 2013 I took it immediately to Uhaul to have a hitch installed. When we got it back we noticed a scratch on it, we took it to get a quote at Honda and they were able to buff it out. A couple of days later we noticed the back lift gate was rubbing on the bumper cover everytime we opened it. Upon further investigation we noticed it was raised up on one side slightly which is why is was rubbing. We called Uhaul to try and get it taken care of at which time we were told the bumper cover is never removed so it was impossible. So we decided to take it back to the dealership and maybe it was a manufacturer error. Honda requested we have the Uhaul manager present to see them do this because from just looking under the van they could tell it had been removed. [redacted] the manager and I were both present. The bumper cover was removed and it was seen that the pad under the bumper was not placed evenly and caused the bumper to raise. [redacted] continued they don't remove the bumper. Upon speaking with many hitch intstallers at Honda and else where they said it is impossible to do the wiring without taking it off. [redacted] insisted they go through the back light. [redacted] was satisfied seeing it was the bumper and concluded it was not their fault t Uhaul and left. The Honda techs called my back and showed me further where the wiring harness had been strapped with a stay tie very low, and it would be completely impossible to strap it without removing the bumper. They printed all this in a report and took numerous pictures for me to report to uhauls insurance to have our bumper repaired. The way they wired it also voided our warranty on electrical and was not installed as explained. We knew our case was slim because upon looking at reviews for their insurance company we saw the company asked for a lot of pics and quotes and documentation from customers, but nobody ever gets paid out or their car fixed, but we continued on. It was our first new vehicle and we wanted to protect the integrity of our car. We spoke very civil to [redacted] at all times and it was never personal. Our claim was denied, we cut our losses and moved on.
Shortly after that our lights on the trailer connection failed so we took it back to have it fixed and it had a warranty. [redacted] was friendly the whole time until he checked my husbands info on the computer than his demeanor changed.
About a year passed and our wiring was faulty again so my husband called to schedule to have it fixed again, [redacted] denied his services and said go to another Uhaul. We said ok, guessing he was bitter even though they didnt have to pay for our damages.
Well as we are moving to a new home we got a great deal at another Uhaul on a truck, 200 dollars cheaper than other places who raise their rate on the weekend. We went in to get our truck and had help lined up to help us move and find out [redacted] has blackballed us at all uhauls. I called [redacted] and told him why did he tell my husband to go to another Uhaul but did this, he stated it was his choice. He was upset we had filed multiple claims even though only one was filed and he no longer would help us.
I explained that if something is broken we will get it fixed, it was not our fault that the wiring kept messing up and if it's a Uhaul hitch we get it fixed at Uhaul, just as if our Honda messes up we take it to Honda. It makes sense. I asked repeatedly to have him call and change it and he refused our service. I told him we are a military family on a tight budget and had this truck reserved and he didnt care. I think it's very unacceptable to blackball us because of their incompetent performance on our vehicle at this Uhaul. It was not our doing, we didnt get paid to have our vehicle fixed and have never been rude or disrespectful to him in any way.
I would never rev omens this particular Uhaul to anyone. I won't bash uhauls name as he did ours to them, but I will tell you this is the worst practice or customer care ever, because he is bitter.

Review: On 05/24/2014 I received a contract from U-Haul stating that I have two "Ubox’s" in storage at the [redacted], [redacted] location. However, before this happened - pre 05/22/4014, which was the first contact I had with someone associated with U-Haul - I contacted U-Haul 4-5 times in an attempt to set up said contracts. These beginning conversations proved to be misleading. The customer service representatives proved time and time again that they had little to no knowledge of corporate policies, pricings, and protocol. At the time of these first 4-5 phone calls, I was unaware that I was being misled and that my contract set up by these employees was not the one I requested.

Forward to 05/23/2014, which was a day before my moving date. I called U-Haul to check in on my contract and the times my "moving help" would arrive. This is when I found out that I had not paid for "U-Haul" to move my things from [redacted] to CA but I paid for "Moving Help" to pack my goods in an Ubox and take it to the U-Haul facility. I was also notified by a representative that "nothing in the system stated that my Ubox's were to be shipped to CA" and that my contract is not eligible for there "One Month Storage Free Special". Which at the time, that promotional special was on there website. Upon learning that my entire "contract" was wrong I filed a "Customer Objection" with a man from U-Haul’s AZ location named "[redacted]". I explain everything - as I did above - to [redacted] and requested that I be reimbursed $400. Which would cover the "Moving Help" and the first month’s free storage.

My Ubox’s stayed at the [redacted] location for approximately two months (5-24-2014 to 08-07-2014). After that two-month hiatus from covering with Customer Service I began contacting them again - so that my Ubox’s would be shipped accordingly. Upon talking to Customer Service I began to notice that every time I called U-Haul they could not find one or both Ubox’s. Therefore I was tirelessly transferred from one Customer Service Rep to the next, until someone competent could help. This continued for about a week, beginning on (08-07-2014). From 08-04-2014 to 08-07-2014, I received one call a day, each from a different person stating that my Ubox’s have been shipped. It was not until 08-13-2014 when I received another call with an email stating that my Ubox’s have been "officially" sent.

On 08-06-2014 I received an email with a reimbursement "VIP" of $150.00. This was issued to me after a few days of talking to the Traffic Control Manager, [redacted] about the earlier "Customer Objection" that was filed but never resolved. [redacted] began by stating, "That Objection was resolved". I explained that it was not and that I never received any compensation, email notification or phone call in regard to the matter. After I explained my case to [redacted] the $150 VIP was issued. [redacted] stated that the VIP could be used on my existing shipment order. A day after the dispute was actually resolved I received an email on 08-07-2014 with a " Master Order Number" and a GUARANTEED arrival date by Sunday, August 17 2014.

At this point I am under the impression that my two Ubox’s are now shipped and in-route to CA. However, on 08-13-2014 I was notified by email, once again that my Ubox was shipped. I thought this was a bit strange considering I received an email stating the same thing almost a week ago (see above). Therefor, I called U-Haul Customer Service once again to inquire about my goods - to make sure everything is working. Customer Service assured me that my Ubox’s are on their way and will be there by 08-17-2014.

Now it is 08-15 (Friday) -2014 and I called U-Haul asking about my Ubox’s ware-abouts. The Customer Service Rep stated that ONE of my Ubox’s has arrived in CA. However the other Ubox is a few days behind. I then asked if my second Ubox would still arrive by the GUARANTEE date. They say yes (However they never mentioned a reimbursement compensation amount if they do not meet the GUARANTEE date). After speaking with The CS Rep I drove to the U-Haul location in San Rafael CA to unload my first Ubox. The Assistant Manager - [redacted] O’Conner apologizes for the inconvenience and states that BOTH of my Ubox’s were sent to [redacted] and that U-Haul company did not know that there was a second Ubox and that is why my second box is late. I then ask [redacted] if my Ubox will arrive by Sunday the 17th. [redacted] explains that the trucks do not operate on weekends and that I could have my box sometime late the following week. This only confirmed my earlier suspicions of a future problem with the GUARANTEED date landing on a Sunday.

I was assured that nothing would be charged to my account until this situation was resolved. Which did not make sense due to my previous email on 08-07-2014 stating, " I would be charge the full amount due five day before I receive my goods". Relating to that previous quote, how is it ok to charge someone in full for services that you have not received yet?

I continue to discuss the situation with [redacted] and ask if I can apply my VIP refund to my account. [redacted] says "no"; VIP's are only used for truck or trailer rentals. I explain to [redacted] that the Traffic Control Manager - [redacted] specifically gave me this VIP so I could use it on my existing account. [redacted] explains that he cannot do anything about it. So, I call Customer Service again, and get transferred a few times and finally speak to [redacted]. [redacted] stated that [redacted] is wrong and they can apply the VIP to my account but he ([redacted]) would have to call [redacted] and walk him through the process because billing is done at the arrival location not the shipping location (in which the same goes for the reimbursement process - the shipping location can only issue reimbursement). At this point I am behind frustrated and request that [redacted] compensate me not only for the misleading services earlier in this experience but also for the awful customer service. [redacted] explains that he can only reimburse me the $150 VIP.

It is now Monday 08-18-2014, call [redacted] (assistant manager - CA location) and explain the situation with [redacted] from the previous day. He gets me in touch with his manager [redacted]. ([redacted]) says that he cannot do any reimbursements on his end because the CA U-Haul district did not mess up the order. I would have to contact the [redacted] location. I explained that I have been doing that for weeks now and I need upper management names, professional titles and numbers. [redacted] supplies me with said information. I proceed to call Executive Assistant [redacted] located in [redacted] and The MCP, [redacted]. [redacted] never calls me back after I left a message. However, [redacted] does call me back. I explain the situation and request that a refund be issued to my account for the massive headache U-Haul and his employees have put me through. [redacted] begins to reiterate the fact that my Ubox is only a day late and can not understand why I am so upset. He then assures me that my Ubox will arrive today (Monday Aug 18th by 3pm). [redacted] begins to make excuse as to why he cannot help me but then offers a $50 a day reimbursement for every day the Ubox is late. I explain that I have talked to five employees at U-Haul and NONE of them have ever herd of this reimbursement process. I even had one employee state "I have never heard of that type of reimbursement... Well, that sounds like he was just trying to figure something out but that seems like an awfully low compensation for your troubles". So, I manage to be on the phone with [redacted] for about a half an hour and he finally says, "I'll talk to [redacted] and my boss and try to work something out. Can I call you tomorrow at 10am your time?” I say yes and hang up.

[redacted] does not call me back until two day later - after my Ubox’s have arrived (Wed 08-20-2014). He asked me "what do you think a fair compensation would be?" I say to him " Do not ask me this question when you already have an amount in your head?” [redacted] explains that he doesn't have a number and that he cannot reimburse me any more than he already has. So, [redacted] doesn't call be back when he said, in fact he was two days late and made me wait for a response only for him to insult me and say nothing can be done. I explained that I do not accept the offer that was already given to me (actually it wasn't his offer it was [redacted]'s - [redacted] really accomplished nothing besides insult me) and that he will be hearing from my lawyer. I then hang up the phone.

I proceed to call [redacted] and I am assured that I will not be billed until this issue is resolved. The next day 08-21-2014 I go to buy groceries from the store and find that my card is declined. I leave with no food and find that my card was charged in full by U-Haul on 08-12-2014. After this I called back Customer Service to file yet another Customer Objection. I explain the situation just as I have above and the Rep explains that I will be notified about my Objection within the next 72 hours. She asks how I would like to be contacted and I reply with " I would like a phone call and an email confirmation please".

Three days go by and I still have not heard from U-Haul. So I call Customer Service again. I talk to a Rep named [redacted] and she explains that the Objection has been "resolved". I explain by saying "it is not". [redacted] says that the $300 credit (that I did not accept as appropriate reimbursement) was applied to my account on 08-20-2014. [redacted] then explains that my "New" objection will be reviewed by the Review Board (this happens after a customer disagrees with the objections "resolution") and that I will be contacted within the next 48 hours. I am writing this to you a few hours after I spoke with [redacted].

I have spent over 180 minutes just being transferred to Customer Service. I have essentially been put throughout the ringer so to speak by dealing with U-Haul. My wife and I moved across the entire country, which is stressful in itself. Because of this situation I have had numerous panic attacks, no longer have any money to pay for gas (to drive to job interviews), no money for food to feed my wife and myself, I have stomach pains, muscle tension caused by enormous amounts of stress and my wife lost a job opportunity because our Ubox was not here on time (The Ubox had portfolio information that was key to earing a job).Desired Settlement: Full reimbursement for moving cost which was charged to my card = $1231.00

In addition I want to be compensated for the enormous amount of physical, mental and emotional stress that was put on us during this move. Which includes any medical problems that may have been a result of this abuse and mistreatment. As well as the loss of my wives job due to our Ubox's lateness. An additional fair compensation would = $5,000.00

Grand Total = $6,231.00

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. In addition to the refund for $350 he issued to Mr. and Mrs. [redacted]’s [redacted] account on August 21st, he issued a supplemental refund for $150 in place of the $150 VIP Certificate. Both refunds 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,[redacted]Executive AssistantU-Haul International

Review: I returned the vehicle same day and was charged an extra day 3 attempts have been made to get refund, promised 3 times and not refunded yet to date.

On June 12th, 2013 I rented a vehicle from UHAUL. I had this vehicle for approximately 2-3 hours to move a matress. We parked and left the UHAUL back at the location (which was closed at drop off) as we were instructed to do. I noticed they charged my card an extra day. We went to the location immediately and instructed they charged an extra day, to which UHAUL staff advised this was in error and they will promptly refund my money. 2 weeks later, still no refund. I called the customer service line, horrible customer service, at first the girl said "we don't owe you this money" before looking into the situation. I advised that yes they do owe me another day as it was a mistake and was already previously promised the refund. She stated she did see this in the notes but "it was never processed." I advised to please send the money back to my card as quickly as possible. I was assured I would have it by the next week, and when checked there was still no refund. This prompted yet another visit to the location, to which the staff yet again assured me they will put the refund through their manager--this was last Tuesday July 9th. The refund was promised again by yesterday. I gave it an extra day and still no refund. This is not a lot of money, but its money this company owes me. I feel that since we have had to make multiple attempts to the location as well as phone calls, that UHAUL should refund ALL of my money that was spent here. This is a very bad customer service situation and I am appalled that a company like UHAUL would honestly treat their customers like this. I did everything that was expected of me, even had the gas put in the truck and left the truck exactly how and where I was advised to do. I expect UHAUL to refund my money immediately. Here is a copy exactly from checking account, where you can also see the gas bill for the truck as well. UHAUL has been given ample time to fix this situation and I have been more than patient waiting for my refund, where as UHAUL has been rude and is not following up on multiple promises from different people. The following shows how they charged my card, directly copy and pasted from checking account. You can see where UHAUL's charges came out 2 days later, once they charged my card. The [redacted] charge is the charge for gas that was put in the truck directly next to the UHAUL location.

Jun 12, 2013 [redacted] ($14.00)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($25.36)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($42.77)

Please as previously noted, I expect ALL the funds returned as this is a huge customer service fail and I held up all ends of the contract, paid for the day as requested, but only had the truck a couple of hours. Please respond immediately to avoid further legal action and complaints.Desired Settlement: The settlement I am seeking in this instance is a total of $82.13. Again here is the break down of charges directly from my checking account.

Jun 12, 2013 [redacted] ($14.00)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($25.36)

Jun 14, 2013 U-HAUL[redacted] Debit Card ($42.77)

I expect all funds to be returned promptly. Again, requesting all funds as multiple attemps have been made for this company to correct their error and uphold their promises to

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate credits for the full amount of the truck rental were issued back to Ms. [redacted]’s [redacted] account on July 19th. The credits should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have 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: My complaint against the U-Haul company is based on them releasing account information to a contact person who was not on the contract. The contact person received several written notifications, including a certified letter all addressed to the contact person containing all of the account information, name, address, unit number, actions that would be taken if account wasnt brought current and the balance amount. I called to speak with someone who stated they were from the corporate office about this matter and attempted to educate her on the FDCPA which advise [redacted]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt; and (6) after the debt collector knows the consumer is represented by an attorney with regard to the subject debt and has knowledge of, or can readily ascertain, such attorney's name and address, not communicate with any person other than that attorney, unless the attorney fails to respond within a reasonable period of time to the communication from the debt collector. At that time I was advised, The notices come from their legal department in another state and they do not have to follow ** laws. However, all notices are addressed from either the local U-Haul facility or their "Corporate office" in [redacted]Desired Settlement: Company needs to be updated on the rights of the customer under the Federal Trade Commissions, "THE FAIR DEBT COLLECTION PRACTICES ACT" which states, [redacted]]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication e

Business

Response:

February 22, 2013

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of**, followed up on the information [redacted] provided. He assured our office [redacted] concerns have been addressed and resolved with [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'm a trucker. we rented a uhaul truck from [redacted] in hermitage pa to move some boxes into a storage unit in sharon. we did not receive our dollie and we were overcharged after fueling it back to the starting fuel by 50 dollars. a regional uhaul manager refunded our dollie cost, but this did little to help with our move and since I KNOW where the fuel began, used 23 miles and put 4.5 gallons back into it (an average of 6mpg at 4 gallons is 24 miles) I was still charged a 30 dollar refuel fee and a fuel cost. I was basically charged to be inconvenienced by these people and then they stole more oney from me because I didn't fill it up to MORE THAN WHAT I GOT TO BEGIN WITH. It was NOT at a quarter tank when I received it and I will not pay for their mistakes.Desired Settlement: I want my fuel cost returned. I kept my receipt of the fuel I put into it. they gave us the wrong truck, forgot our dollie and nobody sounded like they could be bothered. disgusting business practice so far.

Business

Response:

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

[redacted], our Executive Assistant for our Pittsburgh regional office, followed up on the information Mr. [redacted] provided. He sent them an email advising them of a refund for the $30 fueling fee back to their [redacted] account. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Rented a Uhaul trailer on 11/26/13 from Uhaul in the Memphis district. Once loaded and on the road, the tires began to deflate and caused the trailer to sway and drive terribly. I contacted the Uhaul customer service line several times and road side assistance. I was informed that I could put air in the tires and then get with the Uhaul location that I was turning the trailer in to regarding the issues and a refund on the unit. I also stopped at [redacted] and one of the technicians spoke to the Uhaul roadside personnel about the problems. When I arrived at [redacted] to turn the trailer in, I was informed that I needed to speak with the Memphis District office. I also requested that [redacted] ([redacted]) call me regarding my issues. I never received the call. On Monday, 12/6, I contacted Uhaul again with no response. I called 19 times on 12/6 in regards to this matter. I finally reached the Memphis office and requested a call from [redacted]. [redacted] called and was very rude and refused the refund. [redacted] never returned my call until today. She states she never received a message. Her receptionist emailed her while she was in Nashville regarding my concerns. On today she refused the refund as promised by Uhaul Customer Service. I then requested a call from her supervisor and she stated that she was the President of the company and that there was no one higher than her. The company has leased defective equipment and failed to honor the customer service guarantee and provide poor communication in resolving this matter.Desired Settlement: Refund in the amount of 85.69 for defective trailer and failed support of the equipment and committed resolution.

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref# [redacted]

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

[redacted], our President for our Memphis regional office, followed up on the information Dr. [redacted] provided. She informed our office she spoke with the receiving location and they assured her they found nothing wrong with the trailer Dr. [redacted] rented. The trailer had been recently rented on a local rental with no incidents reported. In the interest of customer good faith, a refund for $18.75, which is 25% of the base trailer fee, was issued back to Dr. [redacted]’s [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I am writing to express my concerns regarding a recent transaction with your company. My wife and I did extensive research on moving our possessions across the country. We looked at [redacted], professional moving companies, and multiple other options to ensure our move was affordable and efficient. After discussing our situation with your company multiple times, we decided to contract your services on March 7, 2013. One of our concerns was the timing of our move. We were moving across the country from Hershey, PA to Spokane, WA. We did not have any friends or family in Spokane, and my wife is pregnant. I, therefore, would have to schedule moving support or pack and unpack the UPods myself. I expressed to the company representatives multiple times about the importance of my scheduling. After multiple discussions with your customer service representatives, we moved around the drop off and pick up dates to ensure the UPODS would arrive on time.

2 UPODS were dropped off at our residence on Friday June 15. At drop off, I was told they would not be able to pick them up until after Monday June 17. I realized two UPODS were not sufficient for my material, and contacted the local Uhaul. I expressed my concern about pricing and maintaining the shipping time. They assured me they could drop off another UPOD and pick it up 1 day later while maintaining our schedule. The UPODS were picked up on Tuesday June, 18. I was aware from the contract the shipping time could be up to 11 business days. I was assured that despite the changes, we would still make our goal arrival date of July 1. I was also told the UPODS would be shipped on Friday June 21, but still make it as scheduled.

I departed Hershey, PA for Spokane, WA on Thursday June 20. On Friday June 21, I called Uhaul to enquire about the unshipped status demonstrated on the internet. I was told at that time they would not be shipped until af ter Tuesday June 25, and may not make the delivery date as scheduled. This created multiple problems, as we had already left the area, and my friends and family had purchased plane tickets to help us move. I expressed my concern, and wanted to ensureaccurate information was relayed, because I could still have my friends and family change their plane flights. I was reassured after speaking with multiple customer service individuals that they would still make the anticipated date. They stated the UPODS would arrive July 1, or July 2 at the latest.

On July 1, my friends, family, and I were staying at hotels and awaiting the arrival of our UPODS. They did not arrive at midday, so I called Uhaul to ask for a status. The customer service personnel were unable to give me any individual and asked to call me back. My call was not returned. I again called the next day as my UPOD had not arrived. My call has not yet been returned.Desired Settlement: Unfortunately, my moving help has now left town. At significant cost, in vain, my friends travelled from other states to help us move. I am now left to unpack my UPODS alone, if the UPODS ever get here. What is more unfortunate, there is no communication from your company. I was misled, charged a significant amount, misled again when I tried to minimize additional expenses, and am now being ignored. As a recent graduate from medical residency, I have many interactions with new physicians who are in need of moving services. My colleagues and I discussed your company amongst ourselves, and many of us decided to try your company’s services. Our understanding is that UPODS is a new service by your company, and it would be unfortunate for these types of interactions to result in this service failing to flourish. I would appreciate your assistance in rectifying these unfortunate circumstances.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. **.

Mr. [redacted], our President for the U-Haul Company of Harrisburg, followed up on the information Dr. ** provided. He informed our office he spoke to Dr. ** and addressed his concerns. He also advised him of a refund for $2,120.00 for the shipping fee plus tax. Dr. ** relayed his appreciation to Mr. [redacted] for the resolution.

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 at the present time. The response from the business is to the current delay in the arrival of my UBoxes, and the difficulty with communication leading up to the company response. As of yet, I have not received my possessions, but am told they have arrived at their distribution destination. I have arranged pick up of my possessions. Provided my possessions are in acceptable condition and my pick up process being uneventful, I will wait until for the business to perform the action described and, if it does, will consider this complaint resolved.

Regards,

Review: I rented a trailer for 24 hours, returned it after 12-13 hours (after hours as instructed by the staff at the location) and was charged for 48 hours. Customer service refuses to resolve the issue.Desired Settlement: refund the second 24 hour charge.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for the U-Haul Company of Fargo, contacted [redacted] and offered his apology for the inconvenience he experienced. He also explained he had issued a refund for $39.95 back to [redacted]’s Visa account. 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: We rented a uhaul from [redacted] uhaul it was supposed to be 29.99 plus .99 cents a mile. Bmy husband was asked how many miles it was between he said 20 but that didn't indicate the miles between so now we are over mileage because of something that wasn't explained to us. That was a extra 20 dollars. So now it was 29.99 plus 10 for a dolly plus 20 for the extra mileage. I tell the guy that its okay to run it for that he puts it on hold and it goes to the uhaul office and they charge us a extra 30! For being on hold.Desired Settlement: I am willing to pay the 29.99 plus 10 for the dolly plus the extra 20 for the mileage even tho it wasn't indicated for us. I believe they should pay for the 35.00 for the NSF they caused me. The 119.00 WAS never authorized.

Business

Response:

February 4, 2013

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

Ms. [redacted], our President for the U-Haul Company of Akron, followed up on the information Mrs. [redacted] provided. She informed our office that Mrs. [redacted]’s rental was on January 12th and the mileage fee on the truck she rented was .99 a mile. She estimated traveling 20 miles with the truck, but actually drove 44 miles. The total amount of the rental came to $89.81. Our U-Haul dealer attempted to charge their credit card for the rental but it was declined. The contract was put on hold until the 20th with no payment received from Mrs. [redacted]. The contract was then put on a Promissory Note. Please be advised that when a Promissory Note is sent for collection, a $30.00 processing fee is applied to set up the collection account. Since a credit card was on file, our Collections Department charged the card for the rental charges plus the processing fee, or $119.81. In the interest of customer good faith, Ms. [redacted] advised our office she would issue a refund for the $30.00 fee. The refund should post on their next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made my U-Haul reservation two months before my moving date (My reservation number is [redacted], reserved on March 31, 2013). I wanted to ensure that there was plenty of time to be sure that the equipment that I reserved was available. My boyfriend and I were moving from Alaska to Colorado. We reserved a 17' truck and an auto transport trailer. We were bringing my car, a Subaru Legacy, and a tow dolly will not work for my vehicle. The weekend before we were supposed to pick up the equipment, I received a call from someone at U-Haul to double check my reservation. The woman I talked to said that normally people who book so far in advance either forget about their reservation or don't need the reservation anymore. I told her that I still needed the reservation, and I even double checked that my reservation was accurate. She said that I would be receiving another call on Thursday, May 30, 2013 (the day before my reservation date) with the pick-up details. The dispatcher never mentioned anything about a vehicle not being available later in the week.

So, on Thursday (four days after the first call), I got the call from U-Haul about my reservation. Not only did I not receive the size vehicle that I requested, but there were also no auto transport trailers available in the whole state of Alaska. You can imagine my surprise and anger at hearing this, especially when I made my reservation so far in advance. Shouldn't U-Haul have made sure that this equipment was available to me? And if not, why wasn't I told about the unavailability of the equipment the weekend I received a call to double check my reservation? How could they not have known that the equipment wasn't available then?

On their website, under "Frequently Asked Questions," it says that my reservation is guaranteed. One of the terms and conditions stated under the guarantee is, "5. U-Haul has the right to substitute equipment of equal or greater size to fill your guaranteed reservation." At first, my original reservation of a 17' truck was substituted with a 20' truck, which is fine (Although I do have to mention that this would have been a great inconvenience seeing as how the gas mileage would have been lower, and I would have had to pay more in gas traveling to Colorado). However, a couple hours after I talked to representatives at U-Haul, I was told that the 20' truck was no longer available, and now a 14' truck was the only thing available. This does not fulfill the terms and conditions of guaranteeing my reservation, since we had originally reserved a 17' truck. We reserved a 17' truck because it was only about $200 more than a 14' truck, and we would have the comfort of knowing that all of our belongings would fit. We didn't know if our stuff would fit in a 14' truck.

The change of trucks is a huge inconvenience, but one I can handle. The biggest frustration is the unavailability of an auto transport trailer. The U-Haul representatives I talked to said that a tow dolly could be used instead of an auto transport trailer, but that is simply untrue for my vehicle. My dad works at a Chevrolet/Subaru dealership, where I bought my vehicle, and works with Subaru experts. After consulting with them, he told me that a tow dolly is unsuitable for my all-wheel drive car. It simply just won't work with it. Our plan was for just two people to drive the U-Haul, with the car attached, from Alaska to Colorado. But with U-Haul's scheduling mishap and complete lack of organization, I had to enlist my mom for help to drive my car, along with the U-Haul truck, from AK to CO. This cost me hundreds more dollars than it would have if we had gotten the trailer in the first place.

After I made it Colorado, I tried calling U-Haul several times to try and talk to them about the issues I had with them. Here is what happened:

1) I put in TWO customer action files about this (before leaving Alaska) and was told that I'd hear back within three business days about the issues. A WEEK LATER I still hadn't heard from anybody. When I called about it once I reached Colorado, I was told that someone named [redacted] had called and talked to me and that the issue had been resolved. I most definitely DID NOT hear from U-Haul, and especially not anyone named "[redacted]". I did not receive any phone calls, emails, or voicemails.

2) I called back the next day to try and talk to a manager, since there were no managers available the day before, and was told that my complaints would have to be passed on to the traffic control office. I was told that I'd hear back from them. ANOTHER WEEK LATER I still hadn't heard back from them.

3) I called AGAIN, and AGAIN I was told that someone had called me WHEN THEY HADN'T. This time a person named "[redacted]" had supposedly called me. TWICE I was told that I had been contacted by someone from U-Haul when I definitely HAD NOT. The lady I talked to this time said she'd push my complaints to the Review Board and that I was supposed to hear back from them within 24-48 hours.

4) I actually did hear back within 24 hours this time (I was shocked), but I was told that the Review Board decided to keep my file closed and not re-open it.Desired Settlement: I would like an apology for the complete lack of help in the Customer Service department, and especially for saying that two different people had contacted me when they hadn't. I would also like some sort of a refund to make up for the hundreds of extra dollars I had to spend for not getting the equipment I had reserved in the first place.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Alaska, followed up on the information Ms. [redacted] provided. He informed our office he spoke with Ms. *’[redacted] and offered his apology for not getting the requested equipment for her move. He also thanked her for bringing this information to our attention in order to make corrections to prevent the situation from happening again. [redacted] also advised Ms. *’[redacted] of a refund for $200.00 he issued back to her Visa account as an adjustment due to her inconvenience. The credit should post on her next credit card statement.

*ur 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: Uhaul triple-confirmed over the phone that We could pick up our truck at 8AM, then changed to 4:30PM last minute, completely ruining our careful moving planning which cost us significant time and money, as well as requiring us to purchase a hotel room.Desired Settlement: Payment of any additional charges, payment for inconvenience, and payment of hotel fee's, payment of gas, and complete and total refund of all charges.

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message requesting a call back in order to personally address their concerns and offer a resolution. Ms. [redacted] relayed that they booked a one-way reservation and explained they were never scheduled for an 8:00 am pick up. They were scheduled into inbound equipment that was due in at 4:30 pm. Ms. [redacted] called into our Traffic Department stating she wanted an earlier pick up and was advised she would be contacted if something came in earlier. We were able to provide Ms. [redacted] with a truck at 3:30 pm. In the interest of customer good faith, Ms. [redacted] would like to offer a refund for $50 when they call back.

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 12/5/2012, I visited U-Haul store #885061 in Houston to pick up a reservation for contract # 92708747. I received a truck with no ramp and didn't find out until I arrived at my location. I wanted to be compensated (no money exchange) by receiving the right truck, appliance dolly and mileage at no charge the very next day. I was offered by Cynthia Torres (Store Manager) to be refunded my cost for the truck and appliance dolly but not mileage. I declined that offer. I felt that I wouldn't have incurred mileage knowingly having an improper truck. Cythina Torres got argumentative repeating several times I was informed that the truck had no ramp and that I agreed with her resolution. I became very upset with her dishonesty and unprofessional behavior so told her that I was ending the call and to never contact me. Here are the facts:1. I was never told the truck has no ramp.2. I never agreed to a partial refund3. I rented the truck with an employee named Rick at 6:04pm. There were no people in the store front or outside when he walked me to the truck. However there were some people in the back office of the store. No one heard our conversation at all. I felt this was important to mention because in one argument I had with Rick, he shouted that he had witnesses to our conversation which was a bold lie.I have more details if neededDesired Settlement: At this point, I want to be refunded everything including mileage for the way I've been treated by several of their employees. This has become a matter of principal for sure. It is costing me more than I am asking to be refunded but like I said this is a matter of principal and I value my principal.

Business

Response:

December 18, 2012

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

Our records indicate a credit for $39.65 was issued back to [redacted]'s Visa account on December 14th. The credit should post on his next Visa credit card statement.

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

Sincerely,

Maria Palmisano

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 U-Haul in reference to complaint ID 9336739, and find that this resolution would be satisfactory to me. I have received a credit in the amount of $39.65 as requested along with a letter of apology with supporting documents. I consider this complaint resolved.

Regards,

Review: I rented a Uhaul truck & purchased the ins. that covers the truck & contents in the event of an accident. As I pulled into my parking lot of my apt. complex the side of the truck hit the carport & it resulted in a hole in the side of the truck. When I returned the truck the employees of the store were so rude & they immediately told me that was the worst they had ever seen a truck returned & I was negligent & the ins was not going to pay. All 4 employees kept going outside to whisper & text the manager, they refused to let me speak to the mngr. They showed me a text msg from their mngr, supposedly, with the words "no & negligent" as proof that I had to pay. The cost was $267 & after arguing with them for 2 exhausting & humiliating hours I paid the fee & asked for the cost of ins refunded & they refused. I filed a claim with their ins co & 3 days later they called & told me the truck was covered & I asked why I had to pay for the damages. The ins agent was shocked that they made me pay knowing I had filed a claim. So I went to get a refund from the store & again was told no & there was no mngr. I gave them the ins agent info & they called & left a msg. They called the VP of their store & put him on the phone with me & he said he was not refunding me & the ins hadn't contacted him. He was very rude. The ins agent called & all if a sudden he needed more info regarding the accident even though he told me I was already covered. I was then told I had to leave the store convo was over. I attempted to call the ins co to question why I was told a completely diff story. But they wouldn't answer. About an hour later the ins agent called & said Uhaul has the right to deny coverage if an overage was involved. The agent admitted he never heard this before & also admitted this wasn't in writing nor in my contract. After 3 days & many convos with 6 diff employees, 2 ins agents & a VP this was the 1st I had heard if this "policy". It's not in my contract or anywhere in writing.

Product_Or_Service: Insurance

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my $367 for the damages refunded & the cost if the ins refunded ($15). I put $100 down when I rented the truck and $267 before I was allowed to leave after retuning the truck.

Business

Response:

Business

Response:

Review: I went into a uhaul location and began the process of renting a moving truck. The person I was speaking with gave me all the information and then asked me questions about what I needed. He specifically asked how many miles I was planning to travel with the truck. I told him that I would be driving 26 miles and dropping the truck off at a uhaul location that was near my destination. He said that this would be fine. He then gave us the estimated price of $85 and directed us to swipe our card through the card reader. He asked my husband to sign as if for a credit card transaction but did not say that we were actually signing the contract. He never showed us a contract just hurried put all of the paperwork into a sleeve and told us that we were good to go. We completed the move and returned the truck to the location that we had stated to the gentleman that we would. Two days later I received a very rude call from the owner of the uhaul location who left a message shouting that I get back to him and give him back his truck. I called him back and told him that we had returned the truck two days previous. He told me that I had no right to take his truck anywhere else and he was going to handle this. He called me back later in the day and told me that he would be charging me money for the one way move and additional days that it took him to get his truck back. I told him that we had spoken to a person in his store that told it was ok to return the truck to another location; he said that was 'too bad'. My husband and I called the customer service number and spoke with a [redacted] who told us that we needed to wait for the charges to go through and then call back when we had a final receipt to talk with someone about getting a refund. He may have overstepped himself somewhat and told us that we were very likely to get that refund but that we must have the receipt. When the charges went through and we called customer service back we spoke with [redacted] who told us that there were no notes on account that we had ever called before and proceeded to send me two receipts that I had never seen with additional charges. I asked him to put in a complaint and he told me that someone from a 'district office' would be getting back with me. My husband called several days later when we had not heard from anyone and was told that they had closed the complaint after speaking with [redacted] the owner of the location who told them that he had spoken with me and that I was 'ok with the charges' my husband said that this was a complete untruth and that he wanted the complaint re-opened. I called back today and was told that the complaint had been closed again and that the refund was denied. I told [redacted] that this was unacceptable, no one had spoken with me and I was not satisfied with the outcome; that I wanted to speak with someone in management. She claims that she has re-opened my complaint again and that I should be receiving a call within 3-5 business days but this sounds like the same run-around.Desired Settlement: I am willing to pay for the original amount that I was quoted for the truck but I want the rest of the charges refunded.

Business

Response:

November 5, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Senior Customer Service Representative for U-Haul International, followed up on the information Mrs. [redacted]provided and sent them the following email:

[redacted] I was able to look into you dispute file about the price charged for taking the intown rental and returning at a different location. I was able to confirm that the orignal rate for the time the equipment was kept was $180.00(did not charge you for the 4 hours and 40 minutes extra). The Safemove Coverage for 3 days came out to $42.00 and the utlity dolly fee was $21.00. I have waived the fuel fee and the service fee for the fuel charge which was a total of $43.00. I also waived the cleaning fee you were charged which came out to $25.00. This left a difference from what you were charged $341.74 of $98.74. The promissory note should not of been $156.36 but only $57.62 which it has now been reduced to. $98.74 has been waived in total. A payment for the balance can be made with our E-Alert Department who can be reached at ###-###-####

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.

This is the response message that I sent to Mr. Cameron

My husband, C[redacted] forwarded me your response today and I am writing to try and explain the situation once again. We are disputing the entire amount not just the fuel or cleaning fee. I was told by an employee at that location that it was ok to return the truck to another location; we told him the location that we were taking it to. He did not explain that the amount would be different. He told us that the charges would be $85 and would only change if the mileage ended up being different from the 26 miles that we quoted him. He then had my husband swipe his card and handed up what he told us was a receipt. He never explained the contract, he never even showed us the paper, he took the 'receipt' placed it in the pamphlet. I am disputing what I see as unethical business practice. I am unhappy with the service I received in that store, I am unhappy with the response I have received from your customer service department and I am overall unhappy with Uhaul as a company. I or my husband has called in to customer service four times now. The first time we were told that we were sure to receive a refund and that [redacted] was making notes on the account, the second time we were told that there was no record of us ever calling in the first place and we were told that a manager from the district office would be contacting us, the third time we called back we were told that our complaint had been cancelled because customer service called the store manager who told them that we were 'ok' with the charges, the fourth time I was to expect a call from a manager within three days and I never received that call. I think that you should be aware that I have filed a complaint with the Revdex.com and that I have contacted the local news media. I feel that I have been ignored and taken advantage of and I am really kind of tired of it. If you are not in a position to offer me a refund of the $256.40 and remove the remaining amount that we supposedly owe, I would like you to put me in touch with someone who can. Thank you,

Regards,

[redacted]r

Business

Response:

November 6, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our President for our [redacted] regional office, reviewed the most recent information Mrs. [redacted]provided. He advised our office he left a message for them requesting a call back to personally address their concerns. He mentioned Mr. [redacted]made his reservation on line through uhaul.com. He added, other than the adjustment that was already made, he will not be making any further adjustments.

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 am not happy with this response but I see that I am getting no where and there does not really seem to be any desire to help us in this situation at all. I am tired of fighting it which I really think was the point all along, to beat us down until we gave up. You can be very assured that I will not be paying another dime that you claim I owe and I will be telling every person I can the horrible experience I have had.

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: In may I ordered a u-box from the u haul dealer in Huntington Station, NY. It was picked up early Thursday, 17th for delivery to my new address in Pennsylvania( Selinsgrove, PA) on Saturday, 20th.I was told the u box would be to the Pennsylvania address by 7:00am Saturday. I get up there with some friends to help he move the furniture and set up in my apartment. The delivery never shows up. Slept on the floor ( no bed) Saturday night, Sunday night. We are still waiting for delivery of my furniture. Finally my friends had to go home Monday morning to be at work in Long Island, NY. The U-Box showed up Monday. I had to unload the furniture alone, being new in PA. I didn't even have a neighbor to ask for help. It was very stressful. I called U-Haul and voiced a complaint. (The fee for the job was taken from my charge and I couldn't hold back any money.) U-haul said they would review the complaint and I would receive partial reimburstment on this delivery. My complaint #with u-haul is [redacted] I was to here from them in a few days. I never did my mom called again on June 6th and registered a second complaint. I still never heard anything from the company in regard to partial reimburstment. My order # was [redacted]. It was a very difficult 3 days and then the week after just trying to lug the furniture up to the second floor, alone, so I could finally sleep on a bed. Please help me with this matter. You can contact my mom [redacted], [redacted] while I am in Pennsylvania and call me on my cell###-###-#### Thank you!Marc [redacted] and [redacted] ( his mom)Desired Settlement: partial reimburstment of the fee. The company did not hold up to there end of the deal.

Business

Response:

June 29, 2012

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

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Mr. [redacted] provided. He corresponded with Mr. [redacted] by email and they were able to reach an amicable resolution. A refund for $260.00 was issued back to Mr. [redacted]'s credit card as an adjustment 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: On Thursday, June 6th 2013, I called numerous U-Haul locations to see if they can install a trailer hitch and the lighting harness on my 2013 [redacted]. I needed this done before I went camping the following Friday, the 14th. I was gonna tow my camper. U-Haul finally found one of their locations in [redacted] that can do it on that Saturday, the 8th. Later that Thursday night, that [redacted] location called me saying that they don't do installations on Saturday, and they can squeeze me in Friday morning, the 7th. I said ok. I asked them if they had the hitch and the lighting for my vehicle, they said yes. Friday I show up and they could only install the hitch, they didn't have the lighting for my vehicle. They had a different lighting which the installer couldn't/or didn't want to install. He informed me there was a different type of lighting called quick connect that wouldn't void my vehicle's warranty if anything should happen to my wiring. I said ok, install that one. He said they didn't have it, so he called numerous u-haul locations to see if they had one. Nobody had them, so he ordered one for me and said it will arrive by next wed., the 12th and he will call me. Wednesday came and no calls from them. I called 5 times that day and left messages. Nobody called me back. Thursday came and again I called 5 times and left messages, nobody called me back. Friday came, the 14th, the day I was going to go camping. I showed up to see what's going on. They said they don't have the piece to install on my vehicle. They would order another one and have it by monday. I told them I was leaving to go camping in 3hrs. Now I had to find the lighting part at a [redacted] dealer, finally found one in stock at a dealer and paid $150, $100 more than U-Haul's part. Now I had to find a [redacted] dealer that would install it that day, found one about 25 miles away, paid $179.00, U-Haul was gonna install it for free after they messed up that friday when the hitch was installed.Desired Settlement: I would like a refund of all the extra money I had to spend to get this lighting done at a [redacted] dealer, the $100 extra I had to spend on the dealer's lighting part and the $179.00 for the install. Plus the day I lost camping, $50 a day (one day I lost, we left the next morning because after 9pm they won't let anyone on the camp grounds). Total of $329.00 I would like reimbursed. I won't even charge the gas and time I spent traveling all over [redacted].

Business

Response:

July 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office a refund in the amount of $271.62 will issued back to Mr. [redacted]’ credit card 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:

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 U-Haul on 4/16/2014. I was to pay 29.95 for truck for one full day, 14.00 for insurance and .79 per mile. I drove 39 miles. After moving I checked my account and they charged me two charges. One was 62.00 and the other was 64.00. I knew the charges were wrong so I called the U-Haul and inquired. The man who was working there was rude and told me the charges were right even after we did the "math". He hung up on me. I then called the corporate office. They actually gave me a reference number and told me they would request that I be paid back and was overcharged by $43.99. I should be refunded 52.99 according to my contract and my calculations. I went over my calculations with the rep and he hung up on me as well. I did not yell, did not do or say anything to have been hung up on twice. It was a little bewildering. They actually double charged my mother last year as well and I did not know this happened until I related my experience to her. My concern is the customer service there, the hang ups. Also, that they take advantage of customers with their automatic billing. Correct or not, they will charge whatever they like it seems. I should not have had to call my bank or the U-Haul corporate office. Please make a note of this incident and maybe it will help others avoid the same calamity and incorrect charges. Thank you,[redacted]Desired Settlement: I will only want Revdex.com to request a settlement in the event that they do not do what they said they would. My reference number is: [redacted] which is supposed to refund $43.99. Which is still short but I will accept it. I want the record to show inappropriate behavior with U-Haul Tri-County and the corporate office as well. Thank you,[redacted]

Business

Response:

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

Our records indicate a refund for $43.95 was issued back to Ms. [redacted]’ [redacted] account on April 22nd. The refund reflects one rental period in the amount of $29.95 and $14 for the Safemove Protection. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, we also sent her a $25 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

Review: My problems with this business also involves the UHaul business. Although I picked and dropped off the UHaul vehicle during the time I was instructed to, [redacted] still charged me an additional $27.55, which was for an entirely extra day; however, I turned the vehicle in within 9 hours of renting it, and I rented the vehicle for 24 hours. While renting the vehicle, an employee at [redacted] instructed me to over guess the amount of miles I would be traveling with the UHaul, and that they would credit my account any money that I was overcharged. I put in 40 miles at $.99 per mile, which put my total at $90.47 (which includes other UHaul charges). After contacting UHaul because I was charged both $90.47 and $27.55, I was told I only traveled 20 miles with the vehicle, which doesn't explain why I was charged for the full 40 miles within that $90 charge. When I called [redacted] to discuss getting my money back for the additional and unneccessary charges, the employee I spoke to (who was also the employee I spoke to while renting the vehicle in the beginning) was impolite, continued to put me on hold, told me there was nothing he could do about the $90 charge, and then disconnected my phone call. I continued to try calling back, and he would not answer any of my calls the remainder of the day. I've filed a complaint with UHaul, and have received very little help so far with both businesses, and UHaul has also been unable to get any cooperation from [redacted]. I've still not heard back from [redacted].Desired Settlement: I would like to receive a full refund for the extra day I was charged, which was $27.55, and I would also like to be refunded the $20 extra in miles that I was charged because I did not travel 40 miles, and I only traveled 20 miles in the truck (which is in the records of the UHaul invoice).

Business

Response:

June 9, 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 Southern Georgia regional office, followed up on the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund for $47.03 back to her credit card for the extra day charge, Safemove Protection and tax.

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. Thank you for taking the necessary actions for bringing my complaint to this company's attention. I appreciate the help and concern.

Regards,[redacted]

Review: We rented a large truck from U-Haul to do a one way move my elderly mother-in-law ([redacted]) from New Albany, MS to Midlothian, VA this past weekend. The truck was great. The only thing we were required to do when we returned the truck was to make sure we filled up the tank back to the level it was when we rented it (9/16ths). I stopped by the gas station on my way and filled it back to the appropriate level with $70 worth of fuel to get it past the 9/16 mark. When we got done unloading the truck the U-Haul location was closed. The customer service department walked us through the key drop process. We received an email a few days later advising we were being charged about $150 for a fuel charge. Their records stated there was only 3/16 worth of fuel. We immediately called U-Haul and made them aware of the error. They advised they would look into it. Today I received a phone call from the local regional sales rep [redacted]. He was very rude and basically accused us of lying. I advised I have the receipt time stamped showing we put the $70 worth of fuel in it that evening before dropping it off. He said "how do we know you didn't just fill up multiple vehicles to trick us". I advised that comment was absurd. He then stated he didn't care if we paid it b/c the collection agency would just ruin our credit if we didn't pay. At this point since U-Haul has a policy allowing people to drop off the rental after hours and we have a receipt proving the fuel was purchased, it would be unethical of U-Haul to strong arm people into paying an unjustified bill. They are charging us a premium of $5.00/gallon when fuel is $2.59 and also a $30 fueling charge and another $30 for a promissory fee b/c the bank thought her card was stolen when U-Haul tried to make an additional charge and didn't let U-Haul charge the card. And they admitted they didn't actually fill it up. They advised they just rented it out with it's current fuel level. They cannot even prove to me that they put in any fuel above the 9/16ths level it was when I properly returned it. It is wrong that U-Haul is trying to charge us almost $150 for $86 in fuel they claim it was missing when we have proof of receipt for the fuel purchased.Desired Settlement: U-Haul should accept the receipt we have proving we filled up the truck and apologize for taking the strong arm approach to force people to pay unethical charges and for threatening to ruin peoples credit if they don't pay for something they don't owe.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Coordinator, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], We received your letter from the Revdex.com. I have not been able to find a contract in your name. Is it someone else's name ? I also tried [redacted]. Would you please give me the location where the equipment was picked up and returned, including city and state. The contract number would also have all that information. With the additional information I will be able to have the Regional President review your concerns. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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 U-Haul website indicated 19.95 for a 10' moving van. I called to set up a reservation to use the van for the 6 hours as indicated on the website. When I called they set up the reservation and said the cost would be 114.75. This is false advertisement. I only planned on driving it 5 miles so it should have been no more than 40 maybe 50 dollars total. The website is a scam. I will never give my money to this company and will encourage others to not give theri time and money either.Desired Settlement: If the prices are that high than indicate as so on your trucks, website and other advertisement. The advertisement for this company is a scam.

Business

Response:

July 31, [redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], a Customer Service Manager, reviewed the information [redacted] provided and offered the following response:Hello [redacted]. Thank you for contacting us regarding your concern with the advertisement on uhaul.com. We do apologize for any confusion with the rate system on our website. There is an option to enter the destination zip code which will provide the one way rate rather than the in town rate. This information is disclosed on [redacted], but is dependent on the person making the reservation to enter their destination information. If you have any additional questions or concerns, feel free to give us a call at [redacted] for immediate assistance. Thank you, [redacted] Customer Service ManagerOur 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