J.R.J. Tara Corporation

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

Business

Response:

May 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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 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 had a propane tank filled. The cost of the propane was $18.13. The sales tax was $3.06. The sales was not figured correctly. I talked to the manager. He told me it was correctly figured. He said he collected the 7.5% plus 5% California State Tax. I checked with other propane sales businesses and they do not collect more than 7.5%. This tank was filled for home barbeque use. I was also charged for 7 gal. of propane. I have a 5 gallon tank. I called the U-Haul headquarters and was told that they only collect the local sales tax for the area. This business is charging more sales tax than is levied and this is unfair and unlawful.I feel they are ripping off customers. I will never do business with U-Haul again.Desired Settlement: I have a sales receipt that shows all the information. I would like to know if the tax they are charging is a lawful business practice.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Van Nuys, CA, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his concerns regarding the tax he was charged. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $20 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: I reserved an auto transport online to pick up at Watertown Truck & Trailer in Watertown, SD. When I went to pick it up a man who worked there told me I could not tow the trailer with my vehicle because it was too low to the ground. I was advised by WT&T to call Transportation in Fargo, ND. [redacted] in Fargo told me I could use a tow dolly after asking me specifics about my vehicle...2003 Ford Escape...4WD...6 cyl. I found out later (after needing to bring my vehicle in for repairs due to towing it with a dolly) that she failed to tell me that if I used a dolly I would need to take it to a mechanic to have the drive train disconnected prior to towing then re-connected upon arrival at my destination. Due to this I was forced to replace the rear end and almost lost my job because I was transferring to ND and was delayed a week due to my vehicle needing repairs. After repeated calls and emails to RepWest ([redacted] was rude and lacked customer service skills...she does not return phone calls or emails) I find nobody returns my phone calls or emails. I was also charged for the entire first day I had the dolly when the only reason I could not make it out of town was because of the damage to my vehicle. The only reason my vehicle did not suffer further damage is because I ended up needing to remove it from the dolly and drive it one more time before I left town...which is when I found out it sounded funny forcing me to call a mechanic.Desired Settlement: I feel I should be reimbursed for the entire charge of the uhaul rental ($583), the first day I was charged for ($47.65) and reimbursed for the $1096.57 repair bill on my vehicle. I feel that is more than fair as I am not requesting compensation for the missed wages for an entire week at the USPS in Williston, ND.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 3[redacted]

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

We contacted both our President for the U-Haul Company of Fargo, [redacted], and the claims adjuster of RepWest Insurance Company, Audrey Stringham. Ms. [redacted] originally made a reservation with a U-Haul dealer in Watertown, SD to tow a 2003 Ford Escape on a U-Haul Auto Transport that was going to be towed with a motor home. On April 17th Ms. [redacted] drove the Ford Escape to the U-Haul dealer to pick up the Auto Transport. She intended to tow the Auto Transport to her home with the Ford Escape. However, she was advised by the dealer that her Ford was not fit to tow and to come back with the motor home so they can hook up the Auto Transport to the motor home. Rather than bring the motor home back, Ms. [redacted] decided to take a U-Haul Tow Dolly, which was hooked up to her Ford Escape and her contract was completed. Ms. [redacted] loaded the Ford Escape onto the Tow Dolly. Damages to the transmission were caused because the drive shaft was not disconnected prior to towing the Ford Escape. Her signed contract includes a memo to the customer advising them that simply placing the vehicle in neutral is not sufficient and that the drive shaft must be disconnected. The Tow Dolly also has printed instructions located on the fenders instructing the customer how to properly load the vehicle onto the Tow Dolly. Ms. [redacted] filed a claim on April 18, 2013. RepWest Insurance Company contacted her back on April 24th and explained it was her responsibility to read the contract and follow the instructions provided. Her claim was respectfully denied as she was provided the necessary information to successfully tow her 2003 Ford Escape. Ms. [redacted] was also advised the full amount of the rental fees were refunded in the interest of customer good faith.

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 was never credited for the rental as the resolution states. Also, some of the details are incorrect. This is not resolved. How do I proceed?

Please advise,

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Fargo, reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained that Ms. [redacted] had confirmed she received a refund for her rental and that her claim with RepWest Insurance Company had been denied.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I confirmed with Uhaul that I had received a refund of $47.65. This does not even begin to cover the $1100 damage bill to my vehicle due to their lack of information. Especially since they receive several thousands of dollars from me as I continue to rent their equipment. I am a single female and was packed and ready in at the business ready to leave town. The contract for the dolly looked exactly the same as the one I had just read and signed fifteen minutes previous for the auto transport (it was later pointed out to me there was fine print at the bottom of the second contract mentioning the possibility of needing to disconnect the drive train). I strongly believe it was the duty of the Uhaul rep from [redacted] to tell me, as I was there on the phone ready to head out of town, as she well knew because she was asking me all of my vehicle information as I sat in it. She informed me it would be just fine to use a dolly to tow my car...without mentioning my departure would be postponed by a trip to a mechanic because I would need to have the drive train disconnected. Why even bother asking me what type of vehicle I had? In addition, the Uhaul rep at the location I was picking up the equipment could have mentioned needing to delay my departure with a trip to a mechanic if I was going to use a dolly. Oversight on Uhaul's part for such an expensive repair is appalling. The mechanic informed me I was fortunate the damage wasn't worse.

Regards,

Review: I rented a 14 foot truck from this location on Saturday 12/14/2013. I decided to also take the insurance option that was offered as well @ $14.00. I had also rented a four wheel furniture dolly from them for $7.00. The truck was brought to the front of the store the sale person opened the back door and threw it in. He gave me no instructions and simply walked away. I returned the truck on Sunday morning @ 9:10 AM. The gentleman that was assisting me noticed the "standard" furniture dolly was missing when he inspected the truck. I told him he might be in my garage and I would look and return it that day. He "closed" the contract with my charges totaling $346.66. I never was presented the opportunity on Saturday to inspect the vehicle to determine if the dolly was present on the truck. I checked in my garage and the dolly wasn't there. I contacted the people who unloaded the furniture at my home and they indicated they didn't use a dolly. I had made two stops to pick up furniture. One was a private residence and he I witnessed him use his own dolly. The second location was a furniture store and I was inside when the items were loaded. I had to wait until Monday to check with the second location and they advised me they used their own dolly to load the furniture. I called the U-Haul location and advised I was unable to locate the dolly and the person I spoke with said they would check with their manager and call me back that day which never happened. I called several days later and asked for the mgr to call me and she never did. I assumed there wasn't an issue based on the fact I never heard back after 2 attempts on my part.Without my approval or notification the mgr credited my debit card back the original $346.66 and then charged the same card with that amount plus $75.00 for the non-return of the dolly. I saw the charges when I reviewed my online banking statement and immediately called and spoke with the manager [redacted]. She said I was liable as it was my duty to inspect the truckDesired Settlement: First, I feel the business operator should instruct their employees to review the equipment included on the vehicle and then allow the customer to inspect it prior to leaving their premises. It does state in the contract that is my responsibility however I have never rented a truck this size and didn't know the dolly was part of the existing equipment.Second, the business owner should NOT be allowed to any apply charges to my card without prior notification or my ap

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####. She hopes to hear back soon.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: Let me first start by saying, that I will never utilize Uhaul again in my life. Every time I use Uhaul I have issues. I should've learned from the last couple of times, but I digress.

I rented a Uhaul truck from [redacted] to [redacted], where I now reside. I had a two day rental after purchasing the vehicle and paying close to $200 for a one way trip. The next day, Sunday, prior to dropping the Uhaul truck off I stopped at a [redacted] on Duke St. around 2:45 to 3:30 pm and deposited 20.01 into the Uhaul tank. This brought the gauze to a little bit over the half way mark. The location was only a mile and a half away from the gas station. When I pulled up to the Uhaul station I check the gas gauze again and it was at the half way mark. I got out the truck, locked the doors and then deposited the key in the key drop off box since there were no attendants there. I woke up the next morning and checked my account and saw a deduction of $45 from my account and was completely lost. I check my email and later find out that I was charged $45 for not returning my fuel to the halfway point. I was completely confused and thought it was a sick joke, so I called the store to obtain answers. [redacted] and whoever answered the phone prior to him wasn't helpful, rude and standoffish. Neither exuded customer service and it wasn't expected after this egregious mistake on someone's part at this location. There's no way I could've used that much gas in less than a mile and a half. Either someone at this location purposefully lowered the gauge or wasn't paying attention. Something needs to done to rectify this. I am at work and literally had to take an hour out of my morning to file this complaint with the Revdex.com and with Uhaul corporate. Thank you for listening to me.Desired Settlement: Refund.

Business

Response:

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

Business

Response:

June 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $16.95 was issued to Ms. [redacted] as requested along with an additional $50 as an adjustment. The refund should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: 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: 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: My family and I rented a truck and a trailer to move to [redacted], a 14 hours drive. We left [redacted] at 6 pm hoping to be in [redacted] Saturday Morning since it is about a 14 hours drive. To start with the truck was filled with cigarette butts and sun flower seed.As it got darker, we realized that the headlights are horrible and we couldn't see a thing add to that the fact that the dash board lights will not turn on at night.So we stopped and spent the night in Minneapolis, it took us 8 hours from [redacted] to [redacted] because we could not see a thing.Same thing happened the next day were we had to spend the night [redacted] for the same reason, could not drive at night. We finally got to [redacted] Sunday morning, spending an extra 30 hours on the road and paying more money than expected on hotels and gas.TO make things worse, the customer service number on the contract never answered our calls.As I got to [redacted], I went to return the truck and trailer and told the lady my problems, she agreed with me and submitted the truck to be worked on and fixed ( I did not mention steering wheel issues, tires issues, the list could be HUGE).So I called a number that the U-Haul lady gave me here in [redacted], and I was approached by a lady in the name of [redacted], which reported the issue to the area field manager Mr. [redacted]; who offered me a 40 dollars uhaul certificate for my troubles, as if I WILL ever use U-Haul again. When I declined it he sent me an extremely unprofessional email from a "manager". This is the worst rental company I ever dealt with.Desired Settlement: Refund me hotel money and the extra hours we had to spend missing work and paying extra gas being stuck in traffic during the day.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he had the truck in question checked and found the dash lights had only been shut off. When turned back on they were in workable order. The truck has been on many rentals since Mr. [redacted]’s rental. Mr. [redacted] will be submitting his extra hotel expense to Mr. [redacted] for reimbursement.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: 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: Rented a truck 2 weeks ago. I returned the truck with more gas than I had received it with, and I still got overcharged nearly $40 for fuel. I have been calling for the last 2 weeks to dispute this charge, and have been told a manager would contact me multiple times. I have yet to speak to a manager to resolve this issue. On hold now again, it's been 15 minutes. Maybe something will come of this. Regardless, worst customer service I have ever received from any company ever in my life.Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] advised her the bank contacted her on March 14, 2015 to say the dispute was settled.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International