J.R.J. Tara Corporation

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: I purchased a flat screen tv kit 1-17-13 from Uhaul in [redacted] Il and the general manager (Ronnie Reed) and myself packaged the 55inch flat screen tv in the store to be shipped with fed ex. Mr. [redacted] and I had a conversation about me shipping my tv to [redacted]. At no time did Mr. [redacted] state that the kit that I had purchased could not be used for shipping my Flat Screen Tv. When I received my tv in [redacted] there was severe damage to the Tv. My wife spoke with Mr. [redacted] and he walked her through going on the website to gather information as to the packing of the tv and once on the website my wife found a statement put on the website by Uhaul stating that the Tv Kit is not be used for shipping purposes. When my wife let Mr. [redacted] know of her findings he stated that he had no knowledge of this statement and he would speaking to his district mananger about the matter. My wife called Mr. [redacted] and in speaking with him he stated that he nor any of the other managers were aware of the fact that the Tv Kit was not to be used in shipping the 55in flat screen tv. My wife then spoke to Mr. Craig Wilson (219)201-8927 District Manager and told him of what had happened and he stated that he was on his way out of town and he would get to the bottom of everything and would give her a return call. My wife called the claims department and put in a claim with Mr. Van Slyke (888)898-5985 X [redacted] on Feb 08,2013. My wife received a letter in the mail stating that they do not feel that they should be held liable for the Tv being broken in the shipping of the Tv even though it states that their product should not be used in Shipping the tv with a mail carrier. This is the product info that was on the website that was brought to Mr. Reeds attention: Please note: This box is designed for "do it yourself movers." This box is not rated to be used to ship, via small package carriers such as FEDERAL EXPRESS and UPS, with the TV inside. This kit cannot be used with rear projection flat screen TV's.

Product_Or_Service: 55 in Samsung Flat Screen Smart Tv

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel that due to the fact of them not letting their mangers know that their product is not to be sold for shipping purpose that they should be help liable for my tv. We would not have bought the tv kit from Mr. Reed (Uhaul) had we known that it was to be used for this purpose. The cost of the smart flat screen 55inch tv was in the amount of $1709.00 from walmart. My wife has shared pictures as to the condition of the box and tv once shipping in their packaging.

Business

Response:

February 27, 2013

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

Ms, Cindy Rodgers, our Executive Assistant for the U-Haul Company of North IN and South Cook County, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and he will be sending pictures of the television for further review.

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: 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: To start at the start.

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

Business

Response:

November 4, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

Review: we got the truck on 5/16/2014, and had to return it the next day, we went to race way at 2:25am put gas in the truck $10.01 which put it above the line it needed to be and returned the keys in drop box.5/21/2014 my bank told the issue and, stated that is why I called uhaul, and the said we didnt put gas in the truck. bring receipt, and I will refynd your money. We came with receipt, and before anything hr said we didnt put enough gas thats the problem, and this is the gernal manage of the n. main st store Ijn high point nc. I know where the line was but even still 31 miles what we supposely did, well the charge . you $5 a gallon. and for that truck its a gallon for every 10miles. Only $15 why are missing for dollars. also stated it was in the 3/4 line so 3gallons missing $4 gor gas well $12 wouldve put us above the line. we $10 in there how in the world would we be at 3/4. the manager was not caring rude and disrespect to the poinf he had to get kevin bovil he was just like whatever, anything to shut them up. we use that uhaul and never had this promblem. the same young checked us in, was the same young that messedDesired Settlement: I believe that I was taken for more than $20, I believe it is $40.

Business

Response:

May 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the U-Haul contract.

[redacted], our Executive Assistant for our Central North Carolina regional office, followed up on the information Ms. [redacted] provided. He relayed that a refund for $20 was previously refunded, leaving a balance of $7.50 paid for the EZ-Fuel option for a shortage of 3/16 of a tank of fuel. Mr. [redacted] stated this information has been explained by several different representatives and that no additional refund is warranted.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U haul businesses use a faulty computer meter for reading gas. They have had several instances of people turning the rental back in with more gas then they picked it up with and the meter states that its insufficient fuel so that they can charge you for the gas and the 30$ service fee! I personally made sure my truck had more fuel then I got it with so there would not be an issue, and I had 2 other people check it. So I know my truck was past what I got it with and witnesses to prove it. The others I know that had this issue at another location, the meter said it was not full and the gut actually opened the gas tank and showed it over flowing and they said "sorry something must be wrong with the computer".....I personally think it is a scam that u-haul is hoping not to get caught with!

Product_Or_Service: rental van service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like not to be charged the fuel charge or the service fee....

Business

Response:

February 12, 2013

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

Mr. Paul Blackwell, our Area Field Manager for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns regarding mileage and the fuel charge and found all charges to be correct.

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: 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: On 6/28/14 I rented a 26 foot truck for moving purposes, the gentleman who took care of my fiance and I did not step outside to complete a walk through of the vehicle and the gasoline indicated on our rental form was incorrect. Upon re-entering the establishment we advised them of both situations. In regards to the gasoline, he corrected the problem but never did the vehicle walk through. We were pressed for time so we were on our way. The truck was stalling the whole ride to and from but we packed it and commenced our move, we had a deadline. I purchased insurance for the truck but to my surprise when I returned the truck the next day , the young man there said that U-haul had failed to have me sign the insurance form which means the truck was NOT insured. If there was a problem I would not be covered. I called several times and was transferred back and forth for the next week and spoke to someone in customer service who after stating my complaint guaranteed that they would refund the total rental amount of $228.92. On 7/3/14 the charge was posted to my account and has been there since then causing my account to overdraw which has never happened to me. I got a call from a very rude manager on 7/9/14 and he stated he would review the telephone conversations and get back to me. I was given a reference # and called today 7/10/14 and the customer service representative read some notes on the file that said no conversations of any refund was found (how conveniently bazaar). I am very very angry and I will dispute those charges with my financial institution if this matter is not resolved by U-haul. This creates a terrible bind for me , not only does my direct deposit go in and will have to cover that overdraft of $228.92 but my revolving bill payments will not go through causing more overdrafts. I am displeased and will never use their services EVER again.Desired Settlement: I would like for the company to stand by what was promised to me. The refund of $228.92 should be granted ASAP.

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Eastern New York regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and addressed her concerns. She explained that since she did accept Safemove Protection, a walk around would not have been necessary. She also relayed a full refund was not authorized or warranted. [redacted] again declined the $20 refund previously offered by our Albany U-Haul Center. She also relayed she was disputing the charges with her bank. [redacted] advised [redacted] she would research to see if she could find who she had spoken to but again stated a full refund would 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.

I am not at all satisfied with the response from U-Haul. They have handled this concern with very poor customer service, I have received calls from several employees stating that they are customer service reps, managers, regional manager etc... They are all very rude and not professional at all. I did not propose the idea of a full refund when I made my initial complaint, that offer was made to me by a U-Haul employee which I accepted. The initial transaction was made on 6/28/14 and the actual charges did not hit my bank until 7/3/14, that is very unusual due to the fact that my financial institution states that the charge should not have taken that amount of time to post . It seems to me the person who offered the refund went ahead and held the payment but then someone else put the charge through. I am only assuming that this is what happened. As far as a full refund not being warranted as per U-Haul regional manager, that is something they should deal with internally, a full refund was promised and guaranteed and I expect them to stand by it. In any case I should not have to suffer the consecuences, they should address the people who they employ and follow up with them on how to handle these situations properly. I am due the full refund and will accept nothing less than that.

Business

Response:

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Eastern New York regional office, followed up on the recent comments [redacted] relayed to your office. He informed our office the truck has gone over 1,300 miles since [redacted]’s’s rental with no breakdowns or objections from other customer’s reported. The truck in question was serviced in May 2014 and no repairs have been needed since. There have been no reported breakdowns into our Emergency Road Service in this time period. [redacted] stated [redacted] took away our ability to help her in this situation by not contacting us for assistance. His office was also unable to find who she may have spoken to that guaranteed a full refund as she stated. Please be advised our decision in the matter remains the same.

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 email me a bill after 2 1/2 weeks to cleaning fee and also late fee. The truck was not left dirty and the want to charge me a late fee for a bill they send 2 1/2 weeks. My ex husband and sons said the truck was not dirty that they didn't even eat in the truck. I saw on their U-Haul website this place also did the same thing to another customer with so call cleaning fee.Desired Settlement: I want this bill taken off my record because we know the truck wasn't dirty at all. Also this place need to be investigated because I see in U-Haul review I am not the only customer saying this claim on them about extra fee..

Consumer

Response:

Here goes the bill. I call U-Haul and they said the drop off place was the one who told U-Haul that they was mud track up all in the back opf the truck. So they have to charge me for the service that [redacted] Self Storage provided. I was call by U-Haul and was told they will call me back but I haven't heard from them again.

Business

Response:

December 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted], I have reviewed your contract and will refund half of the $50 cleaning fee. I will also remove the $30 promissary note fee once the rest of the balance is paid in full. You did bring it back short in fuel. So I will right get the $25 off the cleaning and will wait for the balance due of $48.32 to be paid and the rest will be dropped. Once you pay, please email us back to let us double check to make sure the rest is dropped. Thanks! [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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I have gotten an email but nothing like this one to my email and I respond like this to [redacted]. No I will not pay no half of bill of $25 for cleaning bill ok because like we said the truck was not dirty ok. I already contact the Revdex.com about this situation. So the only thing I should be paying is the fuel fee and that is all ok. I will take this to court too. I'm so stress over this and honestly I suffer from depression and this is adding to it and yes my therapist has been inform about this issue too. SO NO I AM NOT PAYING FOR NO CLEANING FEE AT ALL... OKAY.. Thank you and have a nice day [redacted].. Also I will be forwarding this email to the Revdex.com.. P.S. This is just add right nowAlso I am not paying for no late fee neither because you should not take 2 1/2 week to contact no customer of any remaining fee on their bills. Thank you very much and have a very merry christmas and happy new year.

Regards,[redacted]

Business

Response:

December 24, 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 Long Island Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office their decision in the matter remains the same. The cargo box of the truck Ms. [redacted] rented had mud when it was returned and had to be cleaned out.

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 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: U-Haul Moving and Storage provided very poor service during my experience with them 7/24 - 7/26. They did not have the ordered truck and equipment ready on the date of my move. They delayed me twice and then when it was scheduled to be picked-up I had to wait an hour before they sent me to another location further away to get the vehicle. They did not include my ordered equipment on the transfer. The compensation for all this inconvenience was $50 credit at the end of my transactions and increased days with the vehicle which were not needed or wanted.The location I was transferred to did not have tow-dollies and I was instructed to come back to the original location to get that put on. Once I did that I asked the representative to ensure that the U-Haul return location would be able to remove the tow-dolly when we arrive later that day so we could still utilize the ramp. He assured me they could. When we arrived at the location we were directed to 2 hours later, they were closed and had no open location for 30 miles according to the customer representative we called. The location was already closed when we asked about the tow-dolly removal at the pick up location. Possessions were ruined as a result of having to unload the truck without the ramp and with the car still attached.We also incurred additional miles driving 30 miles to the new location as well as additional gas. We also called roadside assistance twice when we needed help but they said they could not get anyone to help us at 6pm on a Saturday which is after hours. They did not tell us that until the second call when they never called us back as they stated they would.When speaking to customer service on the phone on 7/26 when the Logansport location was closed, she took down my number and said someone would call me to rectify my unsatisfactory experience within 48 hours. Nine days later I have still not received a call.

Product_Or_Service: Moving Truck and Equipment Renatal

Account_Number: [redacted], **Desired Settlement: DesiredSettlementID: Other (requires explanation)

I feel after my unacceptable experience with regard to U-Haul that I should be given a 50% refund on the total amount of my transaction.

Business

Response:

August 25, [redacted] ID#: [redacted]-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted], advised our office he spoke to [redacted] and offered his sincere apology. He addressed her concerns and acknowledged that, while [redacted] was not familiar with towing, she encountered several issues that caused her to be inconvenienced and our response may have been less than professional at the time of her rental. Therefore, in addition to a refund for the $50 Reservation Guarantee Fee issued to her [redacted] account on August 5th, [redacted] issued a supplemental refund for $188.30 as requested back to the same [redacted] account. Both refunds should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented two trucks from uhaul. On the first day I rented a 10ft truck from l[redacted] the gas gage wasn't right so the employee told me to submit the contract with the correct written amount and that would be fine. I was charge for this truck then refunded, I'm not sure why.

The second rental was a 20ft from [redacted] and I paid on the spot $102. Same thing happened with the gas so we did the same thing with the contract.

Uhual of l[redacted] then called me and asked if it was possible to bring the truck back easy cause someone else wanted it. So I did bring it back the night before an entire 12 hours before it was due. He then charged me a cleaning and fuel fee. I called to dispute this because it was raining and we cleaned it to the best we could and because they never looked at the contract like the woman said they would. The manager said he would take care of it. The charges were never reverses and then 2 weeks later I was charged another 92 dollars.

When I went down to the place they had multiple contracts and weren't sure what had happened. It seemed my first contract was voided, and my signature was copy and pasted on to a rental of a 20 foot truck. I asked about the fuel charges and the contracts and he stated he didn't have time to looks through every piece of paper that comes in with the contract. I then asked why I was informed to drop it off if he wasn't even going to look at it? They had no response to this.

After leaving and calling the corporate. The l[redacted] location is now claiming I switched trucks mid transaction and I actually rented a 20ft truck. I have pictures and can get video from them and from the gas station proving I never took that truck.

The corporate and regional offices won't help me and now the entire company is claiming they have no record of the charges when clearly I and my bank can see them in the system!Desired Settlement: I WANT A FULL REFUND!!!!

I've spent more time on the phone then I actually had the truck! I want a full refund for all the trucks because at this point they need to compensate, otherwise I'll calculate all my time and go through my phone records and I am going to sue for foraging my signature and for unauthorized charges and for the cost of the phone calls!

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted]provided. She informed our office she waived the Promissory Note for the amount of $63.66 and issued a refund for the extra charge of $93.66 back to Ms. [redacted]rsquo;s Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am writing to dispute a charge to my credit card. The charge is in the amount of $70.28 and is being charged by U-Haul. I received an email on Sunday 1/27 stating that my credit card would be automatically charged for rent for storage unit AA2164B for rent 1/27 through 2/26. I do not now and have never held a storage unit at U-Haul. I used their U-Box service on 12/28 to move my belongings from Endicott, NY to Boulder, CO. I paid for the shipping as well as for one month of the U-Box. On Friday 1/11, I received notice that my U-Box had arrived in Boulder, and on Sunday 1/13 I picked it up, moved my belongings, and returned the truck and U-Box to U-Haul of Boulder at 4640 N Broadway Boulder, CO 80304. No further charges to my Visa card were authorized. I called U-Haul of Boulder on Sunday 1/27 and on Monday 1/28. Both times I spoke to an employee named Alex, who told me there was nothing he could do, that his manager was not available, and offered me no other solutions or further information. I left my name and phone number and a request for his manager to get back to me urgently. On Monday, I was told that his manager had been in to work and already left without contacting me. I was again told there was nothing that could be done to remove this unauthorized charge to my credit card. I was given the manager's cell phone number and left another message there. I have as yet had no response.Desired Settlement: DesiredSettlementID: Refund

I am requesting that this charge be removed from my credit card immediately and no future charges made unless specifically authorized by me.

Business

Response:

January 30, 2013

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

Ms. Shawn McWilliams, our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining she was assured by our GM of our U-Haul Center that Ms. [redacted]’s concerns were resolved. As we value Ms. [redacted] as a customer, Ms. McWilliams also sent her a VIP Certificate for $40 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,

Maria Palmisano

Executive Assistant

U-Haul International

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

Business

Response:

November 29, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We were rented a trailer from the [redacted] U-Haul location (phone: [redacted]). It was attached to our 2003 [redacted]. We loaded it and used it to move from [redacted] to [redacted]. During our trip, we had an accident in [redacted]. Upon inspecting the damage, we discovered that the trailer wheel that was damaged during the accident was marked as "BAD WL" on the fender. We were in contact with U-Haul about this and were told by a representative that we were rented a faulty trailer. After that conversation, though, U-Haul denied any wrongdoing and was much less than helpful when we tried to contact them multiple times over the days/weeks that followed. In the end, we were told to contact [redacted], who ignored our calls and only replied to tell us that we were being forced to deal with their insurance company, [redacted] - which we later discovered is owned by [redacted], parent company of U-Haul. We attempted to work with [redacted] in spite of this conflict of interest on their part. We assumed, correctly, that [redacted] would find in favor of U-Haul when deciding who was at fault regarding the accident. We tried discussing this matter with the company, and were met with denial of any conflict of interest and denial of any wrongdoing on U-Haul's part. We have attempted to speak with U-Haul, [redacted], and their parent company, [redacted]. Each time, we have been met with indifference and/or silence. I have written a wide range of people at all three companies, only to be ignored and/or told that U-Haul did not rent us a faulty trailer. We have pictures from the scene and the recording of the U-Haul representative assuring us that U-Haul was at fault. After the accident, U-Haul kept the trailer, including our belongings without much of an attempt to deliver the goods to us. We hard to be in [redacted], so we couldn't wait around for the trailer to be fixed. So U-Haul moved the trailer to [redacted], instead of to [redacted] as we had requested, and forced us to pick up our belongings in a rental truck. U-Haul did provide the truck and movers to load our stuff from the trailer into said truck. In the end, though, we have eaten the cost of gas when traveling to and from [redacted] to get our belongings, and any other costs associated with the trip we should not have had to make. Additionally, a number of our belongings and our car are damaged. We have photos of these as well. [redacted] never even asked to see these photos, which is abnormal when dealing with an insurance claim. They only received the photos when pressed into doing so by us. My wife also lost a job she was working due to the lack of assistance provided by U-Haul. From the beginning, we have received terrible service in response to this accident that was clearly caused by U-Haul's negligence. We have provided ample opportunity for this company to do right by us, but have been stonewalled at every turn. We even asked who we needed to contact in U-Haul/[redacted]'s legal departments, but were told nothing. We can provide email communications and pictures as reference.Desired Settlement: Our requests from our communications with U-Haul remain the same, with some alterations due to the change in circumstances regarding our predicament.

- Our original request was for U-Haul to transport the trailer and its contents to [redacted], ** for us. This did not happen. Instead, we were forced to drive to [redacted] to retrieve our belongings from the broken trailer. Due to this, we expect to be reimbursed any costs incurred during our trip to [redacted] and back to [redacted]. The biggest of said costs would be gas costs for our [redacted] to make the trip, in addition to gas that was put into the U-Haul truck at our expense.

-A full refund for the trailer and dolly rental, as the rentals were defective.

-Repair of our [redacted], or reimbursement of costs in order to do so.

-Replace any damaged goods contained within the trailer, or cover the costs to replace said goods.

U-Haul/[redacted] has done very little to remedy the situation that they put us into and we have been very cooperative with them. We were willing to work things out without filing any complaints, and have provided them with ample time to do so. The lack of response to a wide range of our requests (including seeing the report stating that the wheel was supposedly not faulty) has resulted in our actions now.

Business

Response:

July 31, 2014Revdex.com ID#: 10122035U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Please be advised that a file was generated in our Customer Service Department for Mr. and Mrs. [redacted] on May 6, 2014 when we were first made aware of their concerns. On June 10th a Supervisor with [redacted] Insurance Company advised our office that on May 3rd Mrs. [redacted] reported a tire blow out on the U-Haul trailer and caused her to lose control and hit a guardrail. [redacted] was not purchased and lessee confirmed they received the Users Guide and the Document Holder. A weight ticket from [redacted] showed the weight of the loaded trailer was 4,720 pounds. Maximum gross weight of the trailer is 4,407 pounds. The signed contract states customer agrees they must not exceed the recommended allowed cargo weight of 2,056 pounds. [redacted] has a repair statement from U-Haul showing the wheel was repaired on March 19, 2014. The writing on the wheel was not removed before the trailer was rented out. [redacted] sent out an engineer to look at the trailer. No problems with the wheel were found. The engineer reported the wheel moves freely and the bearings are fine. The Police Report that was done at the time of the incident was reviewed and the officer noted it was his opinion that the trailer tire blew due to the impact with the guardrail and the combined weight of both the towing vehicle and the U-Haul trailer was the reason why the driver of the vehicle was unable to maintain control, causing both to crash into the guardrail. A copy of the Police Report was emailed to [redacted]. The tire and rim were inspected before returned from the service provider and found the tire was flat only and not blown. Most recently [redacted], our Executive Assistant for our [redacted], sent an email to Mr. and [redacted] advising them any further discussion regarding their concerns must be done with [redacted] Insurance Company.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: We rented a 26 foot van with a tow to move from Greensburg, IN to Radcliff, KY. I had a contract for 160 miles and called on Saturday 06/01 to request more miles since I knew we were going to go over. The person stated that it would be fine and stated they would be authorizing for another 50 miles, for a total of 210 miles. We returned our van on 06/01 with it swept out. On 06/03 I recieved a charge in the amount of $45.35. I was charged $25 for a cleaning fee, and the rest was for overage of my miles. The total miles we had gone was 208. So I called and talked to customer service. They notified me that the extra miles had not been put back on so they would file a complaint and have a supervisor contact me within 24-48 hours. By 06/06 I still had not heard from anyone so I called and was told that no one had ever filed a complaint. There was no record of my calling in concerning this stuff. She stated she would file a complaint for me, again, and a supervisor would contact me within 24-48 hours. On 06/10 I still hadn't heard anything so I filed a complaint online. As of 06/11 @ 230EST I have not heard from them.Desired Settlement: I want the $45.35 refunded.

Business

Response:

June 13, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-haul Company of Louisville, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $45.35 back to Ms. [redacted]’s Master Card account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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

Review: In October 2011, my roommate rented a U-Haul [redacted] and I was added as a secondary driver to help him move. He failed to pay the bill, which remains outstanding. In May 2013, I attempted to rent a U-Haul truck, but was refused because my [redacted] driver's license number is linked to an unpaid bill. I spoke at length with U-Haul and they agree that I am not responsible for the unpaid bill, but refuse to unlink my [redacted]# from my roommate's contract. U-Haul claims that I can only rent in the future if the bill is paid, either by myself or my roommate.Desired Settlement: I want my [redacted]# unlinked from my deadbeat roommate's unpaid bill and I want to be allowed to rent U-haul.

Business

Response:

June 10, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] a U-Haul Customer Service Agent, followed up on the information Mr. [redacted]provided. She sent Mr. [redacted]an email offering her apology for the situation and also explained we were unable to remove his name from the E-Alert account until the debt is paid in full. She suggested Mr. [redacted]contact his friend to pay the debt so he can have his name cleared. Although we are not holding Mr. [redacted] responsible for the outstanding balance, his friend’s debt is keeping him from being allowed to rent from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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