J.R.J. Tara Corporation

Review: I reserved a 14 foot moving truck on 4/26/2014, from U hauls Waupaca Wisconsin location:( [redacted].) The day before I called to confirm the reservation, to make sure the truck would be there at the scheduled time of 12:00 noon, they said yes. When I traveled there, 150 miles away, they said "We do not have the truck, someone must have double booked it." I was offered no option, or help other than, " You can call U Haul." I called U Haul, and was on hold for 45 minuets, and they said they found a truck in Omro Wisconsin, witch is 45 miles away. I hade no choice but to use U haul because I called all of the truck rental places in the area, and there were none available. So I went to get the truck, and used $10.61 in my car,(45 miles 2 ways) and $16.38 for the truck( 45 miles one way) The original quote I have from the online reservation, is $113.00 with the truck being returned to a Milwaukee location. I had to pay the U Haul in Omrow WI $153.30

I have receipts for all of these transactions

1. original quote contract $113.00

2. What I paid for the rental in the different location. $153.30

3. Gas receipts for my car and the truck $26.99 total

I contacted them about my refund of $50.00 for not keeping my reservation, and it was refunded. But they said they would not refund any other costs I had incurred.

The total I was out after the $50 refund is $17.29 I was told I would be called back 3 days max after I filled the complaint, but never was, and had to call them one week later.

At this point of wasted time, it isn't even about the $17.29 , it is about the absolute lack of professionalism, company wide, and their disregard for their customers.

I have no idea what the point of the Revdex.com is when companies like this can have an A rating.

I have no doubt that this company will loose more than $17.29 in future business, by me, friends, family, aquaintances, and others, once I use the wonderful interweb to give them a review.

Thank youDesired Settlement: $17.29, and get treated like a valued customer. wow imagine that

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, followed up on the information Mr. [redacted] provided. He informed our office he had previously issued a refund for $50 on April 28th to Mr. [redacted] and talked to him again yesterday, May 6th. Mr. [redacted] discussed Mr. [redacted]’s concerns and offered his apology for the inconvenience he experienced as well as advised him that he had issued him a VIP Certificate for $50 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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 told from Uhaul that I would receive a $50 VIP certificate. I never received the certificate.

Regards,

Business

Response:

May 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Northern Wisconsin and the UP regional office, reviewed the information Mr. [redacted] recently provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience. He voided the previous VIP Certificate and reissued a new one. He emailed the Certificate to Mr. [redacted] and then called him to confirm that it was received.

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 Uhaul truck from [redacted] to go to [redacted]...after receiving the truckI was informed that the truck had no issues and was great...upon my trip the truck had issues in [redacted]..when I had to call out a contracted Uhaul mechanicWho told me it would take a few days for them to get an Osensor and for me to continue onI asked if there was anyway that I could continue on with out the Osensor, since I had to close on a house in a few days"They told me it would be no problem, the truck should make it to my location", so I continued on...I made it to StRoberts, when the vehicle broke down againAfter, being forced to transfer or let the company contracted once again by Uhaul, they finally packed the truck, which took hours...after they had finished, they instructed me that I was signing paperwork about the new truck not the move...after getting to my location and unpacking I noticed, many things had been improperly packed, so I called UhaulExplaining that I had several things damaged, they told me to work with their insurance company Rep West, which I followed everything that they had told me to do, including pictures, which I sent to them...they insurance company told me that they wouldn't cover any thingsAfter, several attempts to Uhaul, they continued to give me a run around, where I finally made contact with [redacted] VP of Uhaul in Phoenix, AZHe told me that he would help me, but at the end denied everything he had said and told me that they wouldn't help meI have lost $4,in this move, they offered to pay me off with $500, but would not except fault and wouldn't pay for extra fuel cost incurred by meThis in my experience is very unprofessional and I am a combat wounded "Purple Heart" Awarded veteran, I should not have to deal with this from anyone or companyPlease help me to educate others about Uhaul business practices and their unjust nature...Desired Settlement: I would like them to pay for all cost incurred by me and own up to the cohesion they lied to me about what they forced me to sign...I would also like to be able to educate others about their business
Business
Response:
Thank you for your concern for our customer Mr[redacted], our President for our [redacted] regional office, followed up on the information Mr[redacted] providedHe requested we relay his response for Mr[redacted] to your office:Mr[redacted],I want to thank you for the opportunity to respond to this complaint, and your concerns withinIn my Marketing Company we pride ourselves on exceeding our customer's expectationsMy staff and I make it a priority in resolving issues like this quickly and amicably.I would like to take a moment to address some of the claims made in this complaintYou began your letter with this statement; "I was informed that the truck had no issues and was great", we at U-Haul pride ourselves on our equipment inspection programs which conveys to our representatives as well as our customers that our equipment is rent ready and safeThat being said unfortunately equipment does experience mechanical trouble from time to timeIn your case you experienced mechanical trouble first in Oklahoma, which U-Haul did send out a mechanic to repair and get you on your wayYou declined to have the equipment repaired and elected to continue on your driveUnfortunately you experienced another breakdown in Missouri, U-Haul sent out another mechanic who determined that the equipment could not be repaired on site but rather would have to be towed to the garageRather than increase your delays U-Haul agreed to trans load your belongings into another truck to get you on your wayThe offsite provider stated that he had you sign the trans load agreement prior to the trans loadThe provider also stated that you were completely involved and even assisted them in said trans load.On behalf of my Marketing Company and U-Haul I thank you for your service to our countryThe concept of U-Haul came about when our founder [redacted] was unable to rent a trailer to move his belongings from one state to another after his discharge from the US Navy in years later in U-Haul was ranked #of the Top Military Friendly Employers from [redacted].While I regret that this incident has occurred it is important to me that you are clear on our resolve regarding this matterYour claim for damaged cargo was reviewed by our insurance company RepWest who have concluded that U-Haul was not at faultAs for the $you mentioned in your letter; let me clarify; first of all the offer was $600, and was not intended to "pay you off", nor to settle your damage claim, but rather to compensate you for your time spent as a result of the mechanical trouble you experiencedWe at U-Haul make every effort to provide safe rent ready equipment that is rigorously maintained and inspectedI do want to thank you for using U-Haul, and I hope that in the future you will consider us again for your next move.Respectfully yours,[redacted]Marketing Company PresidentU-Haul Company of [redacted]Phone: ###-###-####Fax: ###-###-####Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: My due date was on 3/28/2015, I made my payment on 4/2/2015. I was assured by customer service over the phone I would have gate access and no lock would be on my storage door. I went to the location on 4/4/2015, no gate access. So I went inside the office and waited to be serviced. I was told by the rep that they recently changed marketing and there was an issue with the gate. I was assured by him this same day there was no lock on my storage building, which there was. I had to go back to the office and wait for someone to take the lock off. They had my payment and my acct was current at this time for 3 days. I went back on 4/8/2015, 4/11/15 and 4/12/2015 and same thing, no gate access. Each time I go in, they just open the gate versus fixing the issue. This is unacceptable and a huge inconvenience. No apologies, no rush to fix the problem. I pay the same amount as the next customer who has access to the gate. The times I come I have young children with me so it's even more of a hassle to have to get in and out of the car to go in the office.Desired Settlement: I would like my access to be restored, also would like my due date changed to the first of the month so I can prevent this from happening. If this can not happen, I would like for them to pay professional movers to move my things to another storage facility that can operate more effciently

Business

Response:

April 15, 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 at [redacted] in [redacted], **, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] advising her the problem with the gate had been fixed. Mr. [redacted] stated the issue with the gate happened while he was on vacation and was sorry no one brought this to his attention before Ms. [redacted] made him aware of the problem she was experiencing.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Reservation made for a moving truck rental on 8-31-13. Received an email from UHaul, "We have a 17' Moving Van reserved for you and guaranteed Saturday, 8/31/2013 at 7:00 AM, returning Sunday, 9/1/2013 at 7:00 AM. We are located at [redacted] and our phone number is ###-###-####.". Later, I received another email from UHaul saying that the location for my reservation was changed. I had made all arrangements, including hiring movers to assist, so I was rather disappointed to be told upon my arrival (9AM) at the UHaul center that they did not have a truck for me for the scheduled time (24 hour block) but that I could take a truck for 7 hours. Since I am moving a 3 br house by myself this was not a viable option for me as I would not be able to complete the move in that time frame. Upon hearing this, the rep told me that he couldn't rent the truck to me since I wouldn't have it back in the specified time frame. I called UHaul corporate and they informed me that 20 miles away in another UHaul location there would be a 24 hour rental available starting at 4:30pm, a full 9 hours later than my reservation. The rep also told me that the same location had a 17 ft truck reservation unfulfilled due to a customer's failure to pick up the truck as scheduled. They invited me to go out to that location and pick it up for a 24 hour rental. I drove 20 miles across town to the other location to be told, "I'm sorry, but basically the representative on the phone LIED to you because if I rent that truck to you for 24 hours then someone else with a reservation in the middle of the day will not have a truck."

I am familiar with UHaul company policy that encourages the reps to overbook their rentals to maximize their revenue. They seem very well trained in telling you that your whole move will have to be inconvenienced (at your considerable expense) because they operate with unethical practices. Moving is a stressful experience and is also very expensive. When movers are scheduled and have to be paid regardless of whether or not you have a truck, when landlords expect tenants to vacate a unit on time for the new tenants, when plans are made and destroyed by a company's policy designed to maximize their own revenue stream, then this company does not deserve to boast membership in the Revdex.com. Though I understand that this is a busy time of the year for UHaul, I simply don't feel that their very competitive prices justify their methodology. Today they have completely destroyed my move and I don't even know yet how much money that this will cost me. I never even heard a single representative apologize for the mix-up, underlining the commonality of these occurrences with that company. I have never been treated with such little respect or even common courtesy as I have today.

Review: In addition to a distant vehicle pickup, a near hour-long wait for service at pickup, the failure to provide all ordered materials, and an entirely misrepresented arrangement at the return location, U-Haul has wrongly charged me for miles not driven. The "mileage at time of rental" on agreement was incorrect by nearly 100 miles.Desired Settlement: Acknowledge that the discrepancy is entirely the company's fault and credit me for the unauthorized and erroneous charge.

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] relayed that he offered Mr. [redacted] the refund he was seeking and Mr. [redacted] accepted the resolution. Credits totaling $59.92 were issued back to Mr. [redacted]’s American Express 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

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.

In addition to the $59+ promised refund for the excess vehicle rental charges, I am also seeking a full refund for the erroneous charge of $33.53 for overcharge mileage not actually driven due to a paperwork error at time of rental.

Regards,

Uhaul charged my credit card 10 dsys before shipping my 2 U-boxes, despite the contract saying they wouldn't charge until the day it was shipped. Customer service reps could never help me or track my boxes and I got late notices before charges were even due...not to mention they were supposed to just charge my card. All in all a horrible experience.

Review: BELOW IS AN EMAIL THAT I SENT TO A UHAUL CUSTOMER SERVICE REP. ON (3/18) AFTER 2 UNRETURNED PHONE MESSAGES FROM THE STORE MANAGER THE WEEKS OF (3/2) AND (3/9). AS OF THIS MORNING, I HAVE NOT RECEIVED SO MUCH AS A PHONE CALL FROM UHAUL.Ref, [redacted], Unit [redacted]. Tenant: [redacted]. (my brother). Charge (1/21/15). $99.99.I did not authorize this charge. I authorized a one-time charge in the fall of 2014 for roughly $240.00 to catch up the rent. At that time, my card should have been purged from the system and obviously was not. I am extremely angry that UHaul took the low road on collecting rent from my brother because it had an easy payment mechanism on file. Any delinquent payments are business between Uhaul and [redacted]. I am not on the rental contract, nor am I a Guarantor. I want the erroneous charge immediately refunded to my account along with $14.00 in service charges from my bank as a result of this unexpected withdraw; I also request a memo stating that my bank card has been removed from UHauls accounting system.Desired Settlement: As outlined in the above email excerpt.

Business

Response:

March 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]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 a message was left for Mr. [redacted] advising him that a refund had been issued back to his credit card and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: We made an appointment to rent a truck with Uhaul on 2/28/15 @ 10am. We had movers that were coming to load our truck. We received a phone call telling us that the truck was not available since the prior people did not bring it back. We sat on the phone with Corporate and they found a truck 40 min from us and we had to go and pick it up. By the time we got there the place was closed but [redacted] came over and rented us the truck. We were suppose to have a dolly in the truck and there was not one. We were told that we could call corporate and add the insurance after we rented the truck. I called to add it and corporate told us that we could not. We ended up having to make two trips because we lost our movers but we were told by the lady in corporate that we didn't need to worry about the miles since we got the truck so late and that we had to drive so far. We ended up getting stuck doing this move in a winter storm. The truck got stuck because the truck was not changing gears. We paid a tow truck driver $80 to pull the truck out. Then we returned the truck early in which we were told that we would get a credit and we didn't end up getting a credit but charged another $80 for being over in miles.Desired Settlement: I think that the company should refund the over the mileage fees as well as the tow truck charge since I was not informed correctly about the ability to add the insurance.

Business

Response:

March 16, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mrs. [redacted] and was able to reach an amicable resolution. A refund for the agreed amount of $71.56 for the extra miles was issued back to her [redacted] account. He also asked her to email their tow bill for $80 for reimbursement. Mrs. [redacted] relayed she had told her driver to get the insurance and her driver thought she said no insurance. She will check with her driver before she emails her receipt.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was promised a rental truck on a certain day and was given a price of 261 dollars for a total charge and the manager wanted my cc and I gave them the number and then found out the truck was not there as promised and I had to hire someone to drive 2hrs to get the rental truck no where close to my pickup point that I was promised and then also had to drive another 2 hrs extra to drop off rental truck when I could have gone to a dealer 20 miles from where I was at this all cost me another 140 dollars extra in gas and time and then the final price was 320 dollars and I was promised 50 dollar credit due to all the problems and I never recieved that credit the whole time this was going on the manager would not speak to me or try to resolve the problem was rude and just like I was non-exsistant the cooperate office tried to help then got rude an would not communicate with me anymore I was never credited anything they should not promise something and then basically laugh in ur face I had this pre-planned 2 wks in advance and it all blew up in my face on a thurs when I was at work and needed this solved by the end of the day incredible stress they sucked me in and got me on their contract and then gave me the shaft the whole trip cost me 250 dollars more than it should have horrible experience the way I was treated so rudely my contract number was [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

250.00 settlement thank u for ur help the office in columbus should be notified also I have their emails and names

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Southern Georgia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello Mr. [redacted]I am responding to your letter to the Revdex.com regarding your recent rental with us. Since I am the Executive Assistant for the Regional Office for U-Haul Company of Southern Georgia, it was given to me to respond to and resolve.I realize that they only give you so much space in order to voice your complaint and you did a good job; however, you failed to mention some of the positive aspects of your rental. I would think that the 190 extra miles you were given and the 10% military discount that was given to you up front (by GM [redacted]) in order to bring the price of your truck down from $290 to $ 261 - were definitely noteworthy.We also promised to process a $ 50.00 Reservation Guarantee since you had to travel somewhere other than your preferred pick up location to pick up your truck. After reading in your complaint that it was never processed, I processed it today for you. The $ 50.00 should be on your card within 3 to 5 business days, depending on your financial institution's policies and procedures. Please accept our apology for this not being done sooner. Two employees were working on it and apparently they both thought the other was processing it.I have also emailed a $ 20.00 VIP coupon to this email address so please be sure to check your spam, as it will probably end up there. These coupons are accepted at all of our locations across the United States and Canada. They are accepted the same as cash and can be used towards your next rental, storage, propane, buying any moving supplies of your choice, and anything that U-Haul rents or sells. They are also transferable, making an excellent gift for anyone on your gift list!We appreciate your business and look forward to serving you again soon!Kind regards,[redacted],Executive AssistantU-Haul Company of Southern GeorgiaOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Business

Response:

May 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Georgia Regional Office, reviewed Mr. [redacted]’s recent comments. She relayed that Mr. [redacted]’s trip went well and he did not experience any issues with the U-Haul truck. She reiterated that the $50 Reservation Guarantee Fee was issued along with a $20 VIP Certificate. No further refund or adjustment is warranted.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We rented two storage units from the previous owner of this facility under the understanding that the two units were climate controlled. When sold to the U-Haul company that now owns this facility they stopped providing the climate control and did not inform us of this while still charging us the same rate. We were told in a letter by the company to expect the same services. We asked about the situation and were working to resolve it and the management contacted on the phone were rude, unhelpful and took no responsibility for the change without notification. They have offered no compensation or help in any way.Desired Settlement: We would expect a refund and perhaps funds to move to a climate controlled facility of our choice as this was the purpose in renting the facilities in the first place.

Business

Response:

July 17, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central GA, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She processed a refund for 2 months rent in the amount of $288.00 as an adjustment. She also advised our office Mr. [redacted] has since moved out of the storage units and no additional refunds 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

Consumer

Response:

I have revie*ed the response made by the business in reference to complaint ID [redacted], and find that this resolution *ould be satisfactory to me. I *ill *ait until for the business to perform this action and, if it does, *ill consider this complaint resolved.

Regards,

[redacted]. [redacted]

Review: Worst experience I've ever had with a company EVER! 1st it was small things such as my u box didn't come with the 12 furniture pads the website claims it does, then they said we would need to be home when it was dropped off, so we left work early to find that the u box had already been dropped off before the given time frame causing my b/f to miss a days work for no reason. THEN they charged me TWICE for delivery!!! They took the money out of my bank account automatically without consent & without telling me the total or that they were even going to take it out automatically. After all I gave them my account# for the sole purpose of RESERVING the u-box.(600$ to drive a ubox20mins & pickup 1 1/2 wks later?=crazy!!) The worst part is that these people are completely UNREACHABLE!! they do not answer their phones, their phone lines transfer directly to costumer care in Phoenix , Arizona. The people you talk to say there is nothing they can do but leave a message in the system stating that you called, which does NOTHING! They have left messages for this Denver location to call me but they never have. I even went to the U-Haul here in Indianapolis to see if they could reach them, the store here had no luck reaching them but did leave them a message to call me and that I was ready to have my u-box shipped from [redacted] That was a week ago and I still have heard nothing!! Its been an entire MONTH and I still do not have my stuff!! meanwhile they keep charging me. Another thing I don't understand is why they took that money out automatically but did not take my Aug rent out automatically..until it was late& they added the late fee THEN they took it out automatically. Biggest FRAUDULANT company ever. The company is completely lacking in communication skills and public relation etiquette, U haul needs to get more professional people!! Meanwhile I've been overcharged without reimbursement, plus charged for an extra month & still do not have my stuff! The total cost will now be 2x's the estimateDesired Settlement: DesiredSettlementID: Refund

want to be reimbursed for the over charges. I also do not feel like I should be charged money for their in desire to answer phones or communicate with their costumers. They need a professional and accessible means of communication & improved costumer service!!! Most importantly I want my money back and my stuff!

Business

Response:

August 7, 2013

Thank you for your concern for our customer [redacted]

[redacted] the Executive Assistant in our [redacted] informed us the extra charges of $116.75 and $247.09 have been refunded back to [redacted]'s MasterCard. The credits should appear 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: This was my worst experience with a business. PERIOD. I made a reservation on Friday. Printed out my confirmation number. I even called to confirm that the business had received my reservation. The first number I dialed from the website was a home number of the lady lady who runs this location. WOW!!! I ultimately got another number and called to confirm the location. Got to [redacted] Houston, TX the next day at 10am. No one there. No one came until 10:45am. I only know this because as I was sitting at the light waiting to leave, a woman in a bonnet with no teeth flagged me down to say that she was "here now". WOW.

I go to the next location at [redacted]. I was told by a representative over the phone that I had changed my reservation. Ummm...no I didn't. Otherwise why would I purposefully go sit at another location and wait for about an hour.

I get to Gulf Freeway. I was next in line. I waited about 20-25 minutes before I was helped. [redacted] is the General Manager and I knew that I could get my issues rectified, right??? WRONG!! He told me that I had changed my reservation. I told him that I had not. He proceeded to argue me down. Who does that? Even if I was lying, why hold up the line that was accumulating behind my by arguing with the customer (who is always right??). At this point he became a total jerk. He asked me for an alternate phone number. I gave him my husband's number. HE CALLED MY HUSBAND as I stood there to be sure that I was not lying and he spoke with HIM!!! He then said that he would need another number. I gave him my mom's number, which she called but she did not pick up. He stated that he would NEED another number.

AT this point I lost it. I am 4 months pregnant. My husband lives in San Diego and serves in the military. I had moving help that was being paid for. I had waited in line for 20-25 minutes. I had been to one prior u-haul location. I had had it. This guy was in a position of leadership and was reduced to acting like a 11-year child when I voiced my issues and concerns with him. I left the store in a fury. As I was leaving, I had one of the many customer sin line say to me "ma'am I'm going through the same thing!!!"

This by far the WORST experience as a a supposed customer. I have never had ANYONE actually call the alternate phone numbers to confirm that I was not lying to them and this is who U-haul has in a position of leadership. WOW!!!Desired Settlement: I would like a written apology from the General Manager. He embarrassed me and sent my pressure through the roof. Mind you, I'm a pregnant military spouse, who was attempting to complete a PCS for I could be closer to my husband in San Diego. I would also like refund. My husband booked another truck at another location without my knowledge and we ultimately went with U-haul. But it was at a farther location = more $$$ for each mile.

Business

Response:

July 3, 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 Gulf Coast Texas regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced and discussed her concerns. Ms. [redacted] offered a refund for $50 as an adjustment, however, Ms. [redacted] relayed that it was not about the money, but the way she was treated. Ms. [redacted] apologized again. Ms. [redacted] became angry and stated she wanted more money and asked for the telephone number to our Phoenix office but to also issue the refund for the $50. Ms. [redacted] advised our office the refund was 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.

Yes, I did speak with [redacted] and I was certainly not satisfied with her offer. I asked her what her position was and she told me that she was the Executive Assistant calling on behalf of [redacted]. I also told her that I was and still am unsatisfied with her offer for two reasons. The first reasons is because I felt that the $50 refund was due to me anyway. I printed out U-Haul's $50 Reservation Guarantee as well as my reservation and I showed this to [redacted] when I arrived. He gave me a hard time about how the Guarantee does not apply to my reservation because the location that I initially choose was just a "preference." Which still does not make sense to me, because that would render the policy meaningless in my opinion. All of this happened, BEFORE Mr. [redacted] proceeeded to insult me by arguing me down that I had went into the system and chnaged my own reservation.

Thus, the $50 refund was something that I felt should have been offered regardless of the incident with Mr. [redacted]. Like I told [redacted], it was an insult to offer me the $50 that I had already been due, and subsequently OFFER it to me AFTER I had been argued down my Mr. [redacted] about NOT being owed the $50.

It is absolutely ludicrous in repsonse to the abosev statmenet to claim that I said "It was not about the money" and the alledgedly ask for more money. I think that it also cowardly to have the assistant of the man who insulted me to call me and offer me the same $50 I asked for int he beginning. Essentially this whole entire complaint could hav been avoided if U-Haul had simply honored its policy, especially since I have documentation/proof that I felt was enough to receive the guarantee.

In closing, told [redacted] to follow through with the $50 refund because I feel that I am owed that for anotheer reason, not as a goodwill gesture or an apology for Mr. [redacted] behavior. I feel that U-Haul, a multi-billion dollar company, can do much better than finally honoring a $50 refund that should have been honored to avoid this entire debacle to begin with.

?

Regards,

Review: The UHaul sold my storage unit by mistake based on the certified notice sent to me. I called to pay on the certified notice, I inquired about my other 2 unit and was told their were not in danger of being sold. I paid on the 2 of the units and they then sold the 3rd unit. I haved called on Thuesday, August 2 in the Am and again in the Pm and again on Friday, August 3 in the AM. I have not heard back by 7PM on Friday night. I just want by property returned. I feel that I will be forced into court on this matter.Desired Settlement: The return of my property.

Business

Response:

August 22, 2012

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

Ms. [redacted], our Storage Manager for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office she's made several attempts to reach Ms. [redacted] but has been unsuccessful. She stated she would continue to try and contact Ms. [redacted] and also asked us to relay that our U-Haul Center has a few personal items of Ms. [redacted]'s that need to be returned to her. Ms. [redacted] can reach Ms. [redacted] at ###-###-#### or direct at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Dec. 19th 2014 I went on line to look for estimates/quotes for a planned move from Chadron, NE to Fort Collins, CO I chose to go with U-Haul who gave me the following estimates:

• a 26 ft. truck for $79.90 per day

• $.79 per mile

This amounted to $158.80 for a 2 day rental and $395.00 for 500 miles trip. This was estimated at around at a total of $540.00. However when I showed up for pick-up of the truck at [redacted] the clerk there a Mr. [redacted] told me that my total payments were going to be $852.98 an increase of more than $300.00. When I protested and why that would be, they started coming up with all kinds of reasons why, one being that because it was a weekend, they were raising the rate per mile form .79 cents to .99 cents and secondly on their location a day would amount to 8 hours and not the normal 24 hours, and so for the 2 days planned rental it would amount to an equivalent of six days. When I contested that, they stopped attending to me and continued dealing with other customers. It was closing time on a Saturday and so they knew I did not have a lot of chances of getting another truck anywhere else. After a lot of haggling and 2 and a half hours later they came up with a truck whose battery was dead. After jump starting the truck they told me that I was good to be on my way, however after 15 minutes from the location the truck died on me. It took 3 more hours before the emergency help reached me. The temperatures were in the single digits and I nearly froze to death waiting in the truck with no heat. When the emergency guy showed up he just jump-started the truck and when I insisted that the battery was bad and that the truck needed a new battery he responded by saying that it was not his job to change batteries, that would be U-Haul’s job. I thought I was dealing with U-Haul in the first place. I insisted on having a copy of the receipt which I had signed and on the receipt he indicated that he had towed the truck to some destination and he also did some work on the truck which was untrue. All he did was to Jump-start the truck and left. He also advised me not to turn off the engine until the battery was replaced. This was done after my return to Fort Collins and after driving for more than 540 miles. I kept the engine running for two days which ended up costing a lot of money for gas. The emergency guy who came this time acknowledged that it was a bad battery and that it should have been replaced in the first place. He put on a new battery before I returned the truck back to the location on Sunday Jan. 28th .

After several complaints to U-Haul, their story is that their guy (James) at the location had suggested that I rent an out of town truck which would be capable of handling the mileage because the one I was renting was old and incapable of driving that far. First of all there was no such conversation or discussion and secondly it makes absolutely no sense because there is nowhere in the U-Haul’s website or customer service that gives one a choice of an old truck incapable of driving long distance or a good one that can drive long distance. When I booked and reserved the truck I had indicated that I was driving more than 500 miles and return it to the same location. A one way truck to me means picking it up from one location and dropping it off on a different location, I fail to understand how such a discussion would even take place at all. Also, does that also means it is ok to rent out a truck with a dead/bad battery just because it’s meant for an in-town move. I would tend to think that any truck that is rent out should be mechanically fit regardless of the distance and just because “supposedly” as [redacted] the manager suggests that I chose to rent the bad truck does not mean I deserve to wait more than three hours in the freezing cold for emergency help.

This is the worst moving rental experience I have ever had and I hope something should be done to address such deceptive business experience.Desired Settlement: I want U-Haul to compensate me for all the trouble they put me through and acknowledge the mistakes they made instead of lying to dodge the issue.

Business

Response:

January 30, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose actual name is on the rental contract.

[redacted], our Field Relief Manager for our Northern Colorado and Wyoming Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:[redacted], on behave of my MCP (Marketing Company President) [redacted] we do apologize about your experience and the inconvience of the breakdowns that happened I did close your objection and I also did reimburse the $50.00 reservation guarantee per my MCP [redacted]. We did resolve the issue of the days and hours issue that you ran into at the time of pick up that day. I personally called you and I also did speak to the hitch pro James and told him to give you the truck for the amount of hours that you had reserved it so that issue was resolved before you finished the rental and we did not charge you double so everything was perfectly clear as far as how long you would have it before you left. My MCP has also spoke to our repair dispatch manager about the vendor and that issue has been resolved. Thank you, [redacted] Field Relief Manager UHC of Northern Colorado and Wyoming

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 filed a complaint with Arizona Revdex.com a few weeks ago against U-Haul International based in Phoenix AZ, case # [redacted] but yesterday Revdex.com sent me an email saying the case has been resolved. The company included a letter stating untrue statements that someone had talked to me and reimbursed me some money which is totally untrue. .I was not even given a chance to respond to the company's response or to rebuttal what the company had stated which I find very unusual. I have been trying to talk to Marie Garcia in your office phone # ###-###-#### but she has not responded to my messages. I would like to know why Revdex.com just listened to one side of the story when they decided to declare the case as resolved.Thank you for your attention,Sincerely,[redacted]. (complaint case # [redacted]).

Business

Response:

March 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate emails from both our GM of our U-Haul at South College Ave., [redacted], and our Field Manager, [redacted], were sent explaining their research and resolution as well as our Marketing Company Presidents resolution regarding Ms. [redacted]’s rental. The emails were sent so it would be clear to our customer on what the resolution is and why the decision was made. Ms. [redacted] can contact our Field Manager, [redacted], if they wish to discuss the matter further. She can be reached at [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: I placed a reservation for a moving truck through the Uhaul.com website for the second weekend in a row. The first weekend went okay, not a smoothly as I thought it would considering, but I got the truck and equipment I reserved at approximately the right time. This weekend I had to drive 12 miles out of my way to find the larger truck I needed, and I reserved a dolly to assist with my move. It was inconvenient, but figuring that Uhaul prominently plasters their "Reservation guaranteed or we will give you $50" promise all over their website I felt confident that the inconvenience would be minimal. When I arrived at the site the truck was there, but they didn't have a dolly. They also didn't have much of the information I had submitted through the website, but as the rental I made last weekend from another Uhaul location seemed just as just as surprised and unprepared for someone who made an online reservation I almost expected that. I called Uhaul customer service (and I use that term loosely) and got a surly response of "What do you want me to do about it?" I explained that I wanted a dolly, and he told me to ask the location I was at for assistance. I explained that I had made the reservation online through the website and the location I was at didn't seem to know much about it, and asked if it wasn't guaranteed. The man rudely explained that the guarantee didn't cover reservations made less than 48 hours in advance (mine was made 26 hours in advance), and he didn't particularly care that that little caveat was not disclosed to me beforehand.

Fortunately the gentlemen at the counter of the mechanics shop called around until they found another location that had a dolly and had them hold it for me until I got there, but having to go out of my way again to get it was another aggravation I did not need in the middle of a relocation. The fine print of the $50 guarantee states only "$50 reservation guarantee. When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." Either compensate me $50 or prominently display the "only on reservations made 48 hours in advance" everywhere your spurious guarantee is mentioned.Desired Settlement: $50

Business

Response:

August 25, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and addressed her concerns. She also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues.

As we value [redacted] as a customer, we sent her 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

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 hope the business will consider addressing the communication issues between between their physical sites and their online equipment reservation system, so that other customers have a satisfactory experience doing business with them. I consider this complaint resolved.

Regards,

Review: Dear Revdex.com representative,

Here is the letter I wrote to Uhaul customer service:

Dear sir or madam,

I am writing today to complain about my recent experience with U-haul. I was misinformed and treated disrespectfully.

I called U-haul last week and booked a 17' moving van and auto transport that holds all 4 wheels of the car. My reservation number was [redacted]. I was sent(please find attached email) a confirmation to guarantee my location and pick up time. That wasn't the case. The location was supposed to be [redacted] (as per phone call that day from location [redacted] ave which said that the truck was in west end not at his place) and pick up time 6.15 pm on September 1, 2013 which was Sunday. I asked though pick up time to be 9 am on that day. Anyway when my friend, [redacted], which is the other renter was there at 5.30pm the location was closed as they worked until 5 pm only. I had to call the booking line and explain and they said to wait on the line to fix the issue but then transferred to customer service where I had to explain customer service all the story again. Anyhow customer service sent us to the [redacted] avenue where there was a 14' truck or a 26' truck and no auto transport available. We went there. The person at the till wasn't very collaborative.,he would talk to us and then help another costumers and back to us, and so on and that took about an hour to get the 14' truck we finally rented.

The next day September 2nd I called the booking line to ask about the auto transport and the booking person again said that will fix the issue but then put me on hold to wait on the line and I got transferred to customer service again. I find it very disrespectful to do that. After this I decided to go to the west end location at [redacted] STR(since the auto transport and the truck was sent there) to see if we can rent the auto transport. It was there but not the one we wanted, it the one for two wheels not four. The representative at the till was friendly and professional so we had it rented, though it wasn't what we asked for in the beginning.

Besides all this unpleasant shuffling I was misinformed. I was told that the rental price would be around

$235 for the truck and $55 for the autotransport. The calculation should have been around $290. When we had to take the truck there were insurance fees and out of the city fees or drop fees that I wasn't told about at the phone so the cost went up to $391.

Due to this stressful and unpleasant experience I am asking for full refund of my money.

Thank you [redacted] The email:

Hello [redacted],

I sincerely apologise for your recent confusing rental here at uhaul. As your reservation was confirmed and gaurenteed, I have refunded your credit card $50.00. Please read the following link http://reservations.uhaul.com/resweb01/reservationguarantee.aspx.

I hope that this will help you during your recent move! You should see the $50.00 on your credit card in a few business days. [redacted] For Revdex.com only: [redacted] was the driver, but I was the one to pay the money. You can reach him at [redacted] for any questions, his English is quite poor.Desired Settlement: I am asking for $336 reimburse which is $391 minus the $50 insurance. I am being fair asking this amount. Because they created all this frustration and delays I agre to pay the gas and insurance but nothing else.

Thank you, [redacted]

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office, in addition to a $50 refund for the Reservation Guarantee Fee issued on September 6th, she issued a refund for 50% of the requested amount as an adjustment on their rental. Ms. [redacted] relayed that we need to consider they completed their move, therefore, a full refund would not be warranted. Also please be advised that the rental charges included Safemove Protection and tax.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a truck from U-Haul at [redacted] CA on 7/23/2012 at 11:45 to help a friend of mine move.When in the process of renting the U-Haul truck they stated that I needed a credit/debt card so that they hold a certain amount and to make sure the truck is return.In which I agreed with and signed.I helped her move in her new apartment 7/26/2012.When finishing moving her belongings out of the U-Haul truck around 11:30am.I asked her to return the truck to U-Haul for me because I had to go.She called me to let me know she had return the truck at U-Haul and that they charged my card $103.61.On 7/27/2012 I checked my account online and found that they had charged my card again on 7/27/2012 $1,059.14.I called that U-Haul and spoke to the manager by name of [redacted].I asked him why was my card charged again without my authorization for $1059.00.He stated that there was damage made to the moms attic on U-Haul truck.I then asked him why didn't say that at the time of return after the truck was inspected.He said he did,but the person who returned it was in a rush.So then I asked him why did he only charge my card $103.61.I told him that did not give him the right to charge my card again.He then stated that he could.I told him the contract I signed state"U-Haul will not charge/credit your card until you return the equipment and your rental charges are calculated",so you don't have the right to charge my card $103.61 and then charge it again. He said they could.I told him I will speak to someone else regarding this issue.I called customer service and they said he should not have charged my card again and what he had did was reversed the first charge and refunded me the money back and then charged the card again for $1059.14,and that they would have his manager give me a call.So three days letter a woman by the name of Ms.[redacted] gave me a call and basically said that it was okay for him to stick me with damages the next day and charge it to my card.

Account_Number:[redacted]Desired Settlement: DesiredSettlementID: Refund

A refund of the 1059.14 that was taken off my card without my knowledge, overdraft fee's my account accured,due to this transaction and checks that are able to clear.

Business

Response:

August 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Bay in Oakland, CA, followed up on the information Ms. [redacted] provided. She informed our office that several people have previously addressed Ms. [redacted]'s concerns. Ms. [redacted] was shown the security video of the truck she rented leaving the U-Haul lot with no damage and then the truck returning with the damage to the [redacted], which is the top of the truck that hangs above the cab. On August 1st when Ms. [redacted] spoke to a representative at our U-Haul Center, she was asked to come back and review the video camera again to verify the damage. Ms. [redacted] declined and relayed that she agreed with the damage but did not agree with the fact she was charged on her credit card. We explained that at the time of dispatch she signed the contract agreeing to pay for any loss or damage to the equipment while in her possession.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

The Uhaul Addendum Contract states that if damages are not found at the time of return that the customer is to receive an itemized invoice and then is exspected to pay,and if customer doesn't pay they can report it to the credit reporting agencies. They charged my card the following day for damages so I'm asumming that's when they found the damages. I was unaware of any damages until the next day when I checked my account,and even speaking to a couple of customer care agents who also agreed that the the Uhaul Company I did bussiness with did not go about the situation correctly but that they could not go over Ms.[redacted] head. I don't feel that they followed they own portacal and are taking advantage of the use of their customer's cards,and Ms.[redacted] was so rude.They do BAD BUSSINESS!

Business

Response:

November 1, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of East Bay, reviewed the

recent information Ms. [redacted] provided. She explained the staff at

our U-Haul Center left a message for Ms. [redacted] the same day the

truck was returned requesting a call back because her contract was on

hold due to damage to the truck. When Ms. [redacted] did not call back,

the charges were applied to the credit card the next day since the

contract needed to be closed out. Ms. [redacted] has since disputed the

charges. Her credit company charged U-Haul back for the disputed

fees. The issue is now being handled by [redacted] since it involves damages. Ms. [redacted] will be contacted on the

claim.

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 husband and I rented a Uhaul truck from Muni Storage in Twin Falls, Idaho on Saturday, February 8 in order to move our belongings from our house into a storage unit we would be renting from said storage facility in preparation for a move to Whittier, California on Sunday, February 9th. We filled out paperwork for both the storage unit rental as well as the truck rental. We also rented a dolly but as the woman was helping another customer she said she would charge us for that after the truck had been returned. We were handed the keys and drove to the back of the property where the trucks were parked. We were not told which truck we were renting so we simply tried the keys in each truck to find out. At no point did the woman who rented the truck walk out to the truck to confirm mileage or do any kind of physical inspection of the truck we were renting, and at the time it did not occur to either of us to think anything of that.

My husband drove the rental truck the 2.6 miles from Muni Storage to our home at 1274 Northern Pine Dr in Twin Falls where he had assistance from a friend loading the truck with items to donate. He and his friend then drove the 1.6 miles to Deseret Industries on Cheney Dr. in Twin Falls to donate said items, then drove the 1.6 miles back to our house. Over the course of the next few hours, we loaded the truck with all the belongings we were to store in the unit. We then drove the truck the 2.6 miles back to the storage facility and unloaded the truck with assistance from a couple of my husband's friends. Once the truck was unloaded, we parked it in the driveway just past the gate, locked both doors, and used the night drop box to return the keys.

On Monday I noticed a charge to our bank account from Uhaul for $173.84 so we called the facility we had rented from to inquire about the amount of the charge. At that point we were informed that we had been charged for 331 miles at the cost of $0.50/mile. When we informed them that the amount of miles was incorrect, we were told that they would contact their supervisor and look into the matter. Over the course of the next couple days (Monday, Tuesday, Wednesday, Thursday) we spoke with multiple Uhaul employees including the regional manager [redacted], [redacted], and [redacted] and were told that they would look into the matter before being told that they could not find any errors. My husband does not recall signing anything that asked him to confirm the amount of miles on the truck before renting and I have asked for a copy of this if they have one with no response. In our most recent correspondence, we were told that because they were unable to find a discrepancy in the mileage or any errors with the odometer that the charges would stand. If necessary I can provide signed statements from anyone who assisted with the move stating that they were present for the drive to Deseret Industries and witnessed the truck parked in our driveway most of Saturday, February 8. We had every intention of renting from Uhaul in March to move our belongings from the storage unit in Twin Falls to our new home in Whittier, California and will no longer be doing so due to the deplorable customer service we have received.Desired Settlement: The only resolution that I would find acceptable would be a refund for the amount of money that was charged to my account for the incorrect number of miles ($173.84).

Business

Response:

February 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho regional office, followed up on the information Mrs. [redacted] provided. She informed our office she corresponded with Mr. and Mrs. [redacted] by email. The rate on their rental was already discounted by $144. The base rental rate was adjusted from $39.95 to $25 and the mileage adjusted from $.89 a mile to $.50 a mile. No further adjustments 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

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.

Although Uhaul has stated I was already discounted 144 dollars on our rental, I have no idea what discounts they are referring to. We wanted to rent a 10 ft truck and there was none available that day so Muni Storage offered us a 24 ft truck at the same rate as the size we desired, which was 24.99/day + mileage. In actuality, we still ended up paying more than we would have if they had the smaller truck because they were offering a 20% discounted truck rental to anyone renting one of their units, so we would have been paying 24.99/day - 20% + mileage. So while the company feels we were already discounted, it does not dispute the original issue WHICH IS:

We did NOT put 331 miles on the truck we rented and will absolutely not pay for the error.

Regards,

Business

Response:

February 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Idaho regional office, reviewed the information Mrs. [redacted] provided. He asked we relay his apology to Mr. and Mrs. [redacted] for their displeasure with our resolution. He explained there is nothing mechanically wrong with the truck they rented, therefore, he must go by the odometer reading at the time of rental and return. The truck has been on two separate rentals since being returned by them and no negative feedback regarding a faulty odometer or odometer reading was given by either customer. Mr. [redacted] has found no justifiable reason for a refund, therefore, please be advised our decision in the matter remains the same.

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

Unfortunately, this company does not stand behind its so-called guarantee. Reserved a 26' truck on a Monday, received a confirmation email with a guaranteed availability for Friday (my requested date)and then received an email on Thursday afternoon with a different pick up location 20 miles away for a 17' truck. When I called they said, "oh, sorry, we don't have any trucks available." So bottom line is that the guarantee is WORTHLESS. If they happen to have a truck, great. Otherwise, you are totally out of luck.

I reserved a truck to be picked up in Temple, GA on 6/1 and was coming from NC to move my household goods there. I called on the way and was told the truck would be in CArrollton, GA 25 minutes out of the way. I called the number they gave me and was told they close at 3:00 and managed to get there at 2:40 pm. I was then told they hadn'thad any trucks for a couple of days and ddidn't know the phone number that I called. So.. I call Uhaul and guess what? no trucks available unless I now want to go 40 minutes further out of the way. Having already gone out of my way once only to find no truck available, do you really think I would continue the wild goose chase?