J.R.J. Tara Corporation

Review: I was over charged for gas usage on a rented van from this company. What concerns me is that there are so many other customers on this companys website giving bad reviews with the same complaint. As the company draws up the contract, the customers are being forced to agree that there is 3/4 of a tank of gas in the rented vehicle before the customer has a chance to see the vehicle or check the gas. When the customer finally gets in the vehicle, the said gas amount is not there. At this point, like me, customers know they have to refill the tank with the gas they used and according to the complaints on the reviews and my own experience, we are doing that. When we return to this location, a company representative then climbs in the vehicle and points out that the gas is below 3/4 of a tank and charges the customer twice even three times the amount of gas actually used. In my case, I only drove the rented vehicle for 15 miles and the rented van gets about 15 miles per gallon in the city. I presented a receipt to the representative that showed I put a gallon of gas in the rented vehicle. She still maintained that the gas was below 3/4 of a tank. I explained to her that it was below 3/4 if a tank before I left. She was about to charge me for 45 miles worth of gas until I protested. She then charged me an extra $5.00. A gallon of gas is $3.499 per gallon. So that means all together (with the gallon of gas I purchased) I was charged for about 36 miles worth of gas but only drove 15 miles.My concern is that I am only one victim. According to the negative reviews written by other customers, this company does this a lot and is reaping the benefits of unjust gains at the expense of innocent citizens. I'm also concerned that the vehicle that I used does not have 3/4 of a tank worth of gas in it and the pre-written contract says it does. The next customer will be charge extra because the gas is not there.Please help stop these unjust gains Uhaul receives at the expense of innocent customers.Desired Settlement: I would like to be refunded for the extra $5.00 charged for unused gas.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. She informed our office she issued Mr. [redacted] a refund for $5 as requested back to his [redacted] account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a U-Haul Van in August of 2014. During my travels I incurred a toll violation on the Pa turnpike in Harrisburg PA. My easy pass malfunctioned. I immediately notified ez pass August 25, 2014, I was informed to contact them when I received the citation and they would clear the citation. The Pa turnpike had the license to the U-Haul trailer and not my car so the violation when to U-Haul September 8, 2014 and again October 8, 2014. U-Haul recovery did not notify me until October 27, 2014. I immediately notified them of the situation, and that I would contact the PA turnpike and clear the matter. U-Haul did not allow me to clear the matter with the turnpike but paid the fine and debited my account $79.75 October 6, 2014. This was my last remaining money until October 14, 2014 which I intended to purchase food for my family. U-Haul manager [redacted] @ [redacted] ignored my request for a manager twice on October 5, 2014 before the funds were debited from my account. The refund process will take 3-5 business days.Desired Settlement: I desire an additional $35 for my troubles. and the $79.75 refund be expiated by check or cash from the near by U-Haul store.

Business

Response:

November 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Harrisburg Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $35 as an adjustment on his rental. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: An ad I placed on [redacted] for a free piano was answered by a woman known only as "[redacted]". Despite my advising her to get a professional piano mover, she sent 3 men & a U-Haul truck on Tuesday 25 November at 9:30 am to collect the piano. In the process my wood floor was scratched & has to be completely re-sanded, stained etc & my flagstone step was damaged, which I paid $450 to have repaired. One of the men took a photo of the damaged step & said they would arrange to have it repaired. I did not notice the scratches on the wood floor until I went back in the house. I don't know if these men worked for U-Haul or were contracted by "[redacted]" to pick up the piano. I only have a series of text messages from her saying how happy she was with the piano & that "of course" she would arrange to pay for any damage, but when I texted her how much was done, I never heard another word either from her or U-Haul.Desired Settlement: Refund

I am assuming U-Haul has an insurance policy which should cover this damage, but I could not get any help from them as to the address they took the piano. I only have a cell phone no. for "[redacted]", which is ###-###-####.

Business

Response:

December 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted]’ concerns to our office,

Please be advised since Ms. [redacted] is claiming damages, she needs to contact [redacted] Insurance Company to file a claim. They can be reached at ###-###-####. They will first take a phone report and then have an adjuster contact her back to address her concerns.

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 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

I had the worst experience with this company. I moved from Oshawa, ON to Ottawa, ON and reserved a one way cargo van. I called the U haul location in Oshawa the day before my move to find the pickup time. I asked to change this to earlier due to needing an earlier start time for the move. They confirmed this reservation. I then received an email stating I would be picking up my vehicle in Scarborough, ON. So, I called Oshawa back to confirm where my vehicle was to be picked up: they confirmed Oshawa. I called the Scarborough office to let them know because I did not want to be charged a $50 cancellation fee if my van was reserved in two locations. That agent told me that my only reservation was in Scarborough, then gave me the number for Head Office. So, I called head office to ensure I knew where to get the vehicle and asked to change the pickup time to 10 am for the location in Scarborough. I then received an email stating my new pickup time AND a new location. The next morning I was on my way to get the vehicle and could not find the location so I called them and they told me they did not have a vehicle reserved for me at that location. I called the original location in Scarborough to ask for directions and make sure I still had a van reserved with them. The agent gave me directions, I called head office and explained the hassle I went through and they gave me a $50 credit. When we got to the pickup location, my credit had not gone through so the agent had to restart his system. Then, when I went to pay he told me that location did not have debit when I made sure to ask a head office representative at the time I reserved a vehicle online if all locations took debit, credit and cash as payment. So, I had to go to the bank and take the money out and finally got the key for the vehicle. The day after I moved, I had to return the vehicle so I took it to the closest location because I was told I could drop it off at any U haul location and was then directed to a different location 20 minutes away, I had to find my way there in a city I do not know. We get to the lot and go inside to be told that we needed to take the van to be inspected. Nobody had told us this or stopped us when we got to the lot. I am thoroughly disappointed with this company and will not recommend it to any one that I know.

I reserved a uhaul truck online in advance. When I went to the location I chose to pick up the truck, the store did not have my order or any trucks at all. He told me this happens all the time and this is why he dislikes uhaul, it makes him look like the one at fault. He suggested I call the other store in town, but they did not have my reservation nor any trucks for rent. They told me my truck was in the next city an hour away. Since I had a specific window of time to pick up our furniture I could not drive to another city for a truck nor would I want to pay the mileage for that. They suggested I call the scheduler. No help. She told me that I should have received a call and text about my pick up location. I received neither. She then tells me there are no trucks at all in the city you are in.  Luckily, the guy at the store told me about a Budget store around the corner. So I told uhaul to cancel my order altogether and we got a truck last minute from Budget. I called the uhaul store in the city an hour away to see if they had been notified of my cancellation. They hadn't. The girl thanked me for calling her to let her know and she also had unfavorable things to say about uhaul. She said she only uses Penske because of all the problems they have at their store with uhaul. Never again will I use uhaul.

On 6/26/13, I reserved a 26 foot Uhaul truck for pick up on 7/13 and drop off on 7/15/13. The reservationist stated I would be able to pick up the truck in Winona, MN. I was told I would receive a phone call on 7/12/13 with a time to pick up the truck in Winona, MN. On 7/11/13, Uhaul contacted by phone indicating I could no longer pick up the truck in Winona, MN. I now had to drive 35 miles to pick up the truck in Wabasha, MN. I was only offered an apology and told that the reservationist never should have told me the truck would be delivered to Winona.

UBOX 10 DAYS LATE & $195 OVERCHARGED.

*Interstate residential move. Slept on floor for 10 days with no belongings. Forced to re-purchase many items to hold me over until UBox arrival.

*Had to re-open Customer Service complaint 3x because originating location's manager repeatedly closed out as "resolved" without ever speaking to me.

*Transferred endlessly through customer service departments with no assistance.

*No response from company representative that responds to complaints through this website.

*Ultimately refunded for overcharge but no compensation or explanation for incredibly late delivery or lack of customer service.

WASTE OF TIME, MONEY & PEACE OF MIND--all reasons stated for using UBox on UHaul.com

Incapable of providing any type of acceptable customer service or resolution. Long time UHaul customer. Will NEVER use or recommend UBox again.

Shoddy Customer Service at UHaul for Hitch installation
I wanted to bring to your notice the shoddy treatment that I got at UHaul Aurora IL ([redacted]). I have written a complaint on their website, mailed the manager and called the call center too, but I haven't received an acknowledgement from anywhere. Please have a patience as I recount the blow by blow account of what transpired
1. My travails started when I went to Uhaul Hoffman Estates IL for a hitch installation for my Mazda CX 5 on Tuesday the 22nd of July 2014. I was told they don’t install hitches and asked me go to the Palatine store, without checking with the Palatine Store if they have the relevant hitch in stock. The Palatine Store is 15 miles from my house.
2. Reaching Palatine, I am told they don’t have the hitch, but Uhaul at Lake St., Aurora has it. Since it was too late to go to the Aurora Store, I decided to come home. Mileage count - About 40 Miles
3. Call up Lake St., Aurora next day to confirm that they have the hitch and book the order (Contract # [redacted]). The manager confirms the order and the appointment. Pls note that the Store in Aurora is 40 miles from my house.
4. Reach Aurora store on the day and time of appt (3 PM, Wed, July 23rd), they look for the hitch but cant find it. They apologize and say they will get the manager to do an express booking and the Hitch should be here in 2 days. The clerk says that I can get it installed at the Palatine Store and offers to discount the labor charge. I agree and am told somebody will call me about the order. I drive back 40 miles to home. - Mileage count now 120 Miles
5. No news for 2 days, I cant get thru to the store, keep getting call centre who promise a call back from the Manager
6. Finally get a call on Friday, and Manager Tyron Dews from the Aurora store calls up to say that the Hitch will be here on Sunday (27th), but I will have to come back to the Aurora store if I want the discount for the labor. I agree to come to the store
7. On Sunday, before leaving home, I call to confirm that the store has the hitch and my appt is confirmed. I am told everything is good, and I can come over
8. I reach the store and am told (again) that they don’t have the particular hitch and nobody ordered anything express. Reese the man at the counter tries to call up other stores but there is nothing available. He finally calls Hitch Central and orders one, and it is to be delivered on 29th July, (confirmation # [redacted]) to Palatine and installed there and the discount will be applied. I come back home again, without the hitch. Total Mileage now 200 Miles and counting
9. I go to the Palatine store next day and am told that they have received the order. I hand over the car and the folks there tried to install it. At this moment, they realize that the hitch is defective. The GM shows me the hitch, and it does look skewed to one side. I am told that they cant really install this, and can try ordering another but it wont be here for the next 3 days. At this moment I get out of the UHaul at Palatine and drive back home. Total Mileage now 230 Miles
10 Next day I got to Master Hitch in Palatine and get the hitch installed. I pay as much as what was quoted by Uhaul ( USD 275) and I was in and out the place in 1 1/2 hrs.
I have used UHaul for all my moving needs, but this has been the most harrowing and expensive experience so far. I have driven over 250 miles to get a simple installation of hitch done, and its took more than 10 days to get it done. This is not what I would expect from a corporate entity like U Haul, and I demand an apology and have some if not all of the cost reimbursed.

Rented a cargo trailer for 5 days, then decided I didn't need the trailer, so I returned it the next day. Called to ask about the refund for the four days I didn't use the trailer, they said they don't give refunds, but what they could do was refund the money and charge me for the one day plus charge me 900 dollars because I didn't return it to the place on the contract. Not only did they have the trailer, but they could also rent it out and get more money. Which is technically stealing the money from people, I will never ever rent from them again and will let everyone know what happened so they can be warned about how they operate.

Review: My boyfriend and I booked a 14' truck a month before our move to Calgary Alberta from Vancouver B.C. When we went to pick up the truck, all 6 tires on the vehicle were completely bald, to the point that their cords were showing. We immediately told the UHaul representative that we would not sign for nor would we drive that vehicle off the lot until the tires were changed. He did not help us, he just went and helped another customer. I called a number of different uhaul numbers, including the roadside assistance number on the side of the truck, they told us there was nothing they could do that day, and that there were no other vehicles available. They promised me that they would have someone at the vehicle at 7am the next morning to change the tires, I had asked that since I was not driving the vehicle back to my house, that he could have someone call me when they are at the vehicle to change the tires. At 830 am the next morning, I had recieved no such call. I finally got through to someone else at uhaul, and there was no record of our vehicle needing tires changed, so no one was dispatched. I asked them to dispatch someone, no one was at the vehicle until 11am. I was supposed to have the truck loaded the night previous, and I was supposed to be on the road at 5am that morning. When we got the the vehicle they needed us to move it so they could change the rear tires, when we went to start the vehicle it was dead. We had to jump it twice. The kal tire guy who was changing the tires was shocked at the state of the vehicle, and gave me a work order outlining how terrible the tires were. When we finally got loaded and on the road (a day later), when we went to fill up the vehicle with gas, the gas tank leaked. There is a whole in the top of the gas tank. I called uhaul numerous times to complain about the issues with the truck, they told me to complain when I returned the vehicle. When I returned the vehicle, the guy could take my complaints, I had to phone in.Desired Settlement: I would like 25% of what I paid returned to me. I have recieved terrible customer service from U-Haul, and I have pictures and a work order from Kal-Tire proving that the tires were unsafe to drive around the city, let alone to another province. Uhaul has been unhelpful, and keep passing me around. I lost a lot of money in time, and gas due to the appauling condition of this vehicle. The ride was incredibly rough, because the vehicle also needed a wheel alignment. Kal Tire Work Order [redacted].

Business

Response:

June 26, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of British Columbia, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the difficulties she experienced. In an effort to provide customer good faith, Ms. [redacted] issued a credit for 25% of the rental, or $258.25, back to Ms. [redacted]'s credit card. 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

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. The business has refunded me 25%, as requested, this compalint is now closed. Thank you for your help.

Regards,

Review: I rented the truck for moving purposes and I was called and told that if I didnt turn it in by 3:45pm I would have to pay for a second day so I agreed to the second day and then she told me bring it back at night and drop off truck there is a drop box for the truck key. I get there and there's no drop box so I left the truck so that I wouldnt add more milage but I dropped off the key the next day which cost me more gas and milage on my personal vehicle and they tried to also charge me for an additional day for a total of three days first one at 138.00est. and the second and third day for 115.00est I paid the 138 and I dont feel I should be charge for the third day I did agree to pay for the second day but due to no drop box it cost me more money and time to bring the key back and I should be credited at least a portion for that second day.Desired Settlement: No charge for the third day and a partial charge for the second day.

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-haul Company of Los Angeles West, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] relayed that Ms. [redacted] rented the U-Haul truck on July 14th at 2:44 PM and returned on July 15th at 9:00 PM, which made her 1 day late. Ms. [redacted] states there was no night drop so returned the next day but not until 8:00 PM. Our dealer did try and charge for the 2 extra days but the credit card was declined. Ms. [redacted] happened to be at the U-Haul location working with a new employee and relayed that they reversed the charge and only charged for the 1 extra day. Ms. [redacted] provided Ms. [redacted] with her telephone number and stated she would consider a refund for the Safemove Protection fee based on the information she received regarding phone calls made to her from our dealer, but that Ms. [redacted] was responsible for the 1 extra day charges.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Although there are some minor discrepencies such as no number was ever given to me and neither was there a refund discussed but its over I paid for the extra day insurance and all and have not heard from them since so good riddens and I will not use their company again and I will also tell all of my 5000 friends on facebook and twitter to not deal with UHAUL also to go elsewhere for better customer service.

Regards,

Review: Victim of Identity Theft. Uhaul keeps calling, texting, and otherwise harassing this disabled person to return equipment that I did not rent in Florida or Virginia. I have spoken with U haul corporate office but they just put me on hold indefinitely and will not resolve the issue. I never rented from U haul but they continue to call me and sending me text messages over and over, costing this fixed income person cell phone minutes and charges for these text messages. I have tried to contact John Taylor at the corporate office to no avail. I have also filed complaint with Donotcall registry and with the Department of Transportation. I last spoke with "Paula", who put me on hold indefinitely.Desired Settlement: I would like a call from Mr. John Taylor with an apology I would like billing / collections to remove my telephone number from any association with Reference number 95314327. I respectfully request no more Uhaul text messages as I cannot afford the text charges. I would like no more calls from Amine at [redacted] & to cease from using my telephone number for collection Fraudulent purposes.

Business

Response:

March 8, 2013

Thank you for forwarding Mr. S**s’ concerns to our office.

Mr. Vernon Rosemin, our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. S**s provided. He assured our office the information has been corrected and Mr. S**s will not receive any further calls. He asked that we relay his apology to Mr. S**s for the inconvenience he experienced.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a 6x12 trailer from u-haul in Warner Robins,ga. on 9-1-2012 at07:33am. the clerk wrote it up for trailer (RV4872E)and then hooked up trailer (RV2472G) to my truck.I took the trailer back on 9-4-2012 to the Warner Robins store. The clerk looked up my bill and said my credit card had been dropped off the bill, so he would not charge me for the trailer(RV2472G), for the thought maybe someone had taken it over the weekend illegally. Before I returned it.In the mean time trailer(RV4872E), was turned in by someone, at Savannah, Georgia, on 9-1-2012 at 12:40pm. So I was charged $128.24 on Visa for the rental, of (RV4872E) plus $279.43 Warner Robins, Georgia. As previously stated I was given trailer (RV2472G) not trailer (RV4872E), the clerk hooked up the trailer (RV2473G) not me.I have tried to resove this issue with U-Haul and Visa thru Chase Bank to no avial. I would appreciate it if you would help me in this matter. I do not believe I should be charge something for which I did not do. Thank you so much looking forward to hearing from you. Product_Or_Service: U-Haul 6 x 12 trailer rental Order_Number: none Account_Number: noneDesired Settlement: DesiredSettlementID: Other (requires explanation) I would like to remove the $279.43 charge, through Chase Bank Visa card.

Business

Response:

March 6, 2013

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

Ms. Debby Pate, our Executive Assistant for the U-Haul Company of Southern GA, followed up on the information Mr. [redacted] provided. She informed our office she issued a refund for $279.43 back to his Visa account, which should post on his next credit card statement.

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

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 4/1: my mom called me because her credit card was charged for my bill. She did, apprx 6 months prior to this occurrence, make a one time payment for my storage unit. She herself, and I had verified during her making the payment process that her info was not going to be kept on file- she was concerned about the privacy and use of her card she was giving over the phone We were comforted knowing that they "cannot do this." As soon as my mom called me I turned around and called the Uhaul location, which is damn near impossible to actually reach- but after having to call many times in a row just to get someone to answer the phone. I was able to speak to a manager and he proceeded to tell me that any card information that is ever provided to them the will be kept on file and they have the ability to charge your selection of cards to secure payment. And was not even professional about the issue. I expressed concerns over these practices and asked how they are able to operate in a fashion which they charge debit and credit cards without authorization, but as stated, there was no compassion or concern demonstrated from the Manager "[redacted]." The refund was credited back to my mother's account, however this temporarily put her in a bind when she had absolutely nothing to do with it. After having gone through all of this I requested that all of the information on file be taken off and the auto pay shut down to avoid any future complications with their system.A round 5/10 I received a phone call from the Uhaul location. I advised the caller (female) that I had spoken to other associates at the location om multiple occasions, and that I was aware of the fines, but advised I am in a rut and hopefully will be getting things in order She asked "If I wanted to go ahead and take care of it with one of the cards on file?" To which I replied no.Today, 5/16, I woke up to find out my debit card was charged... Same story, different card.Desired Settlement: Not sure what is applicable but this has been beyond stressful to deal with and I don't see how this company could encourage unethical behavior, as well as promote illegal credit processing.. I Did not go to law school or anything even close, but I am pretty sure this falls under the category of credit card fraud.

Business

Response:

May 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref.#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information [redacted] provided. He informed our office, after researching her storage account, he found that a former employee placed the credit card on file on auto-pay, which triggered the charges to the card. He did confirm the charge was reversed by our current GM. [redacted] assured our office there was no malicious intent conducted with [redacted]’s storage account. Their only intent was to keep her storage account current. He also stated there are no credit cards on file any longer. He asked that we relay his apology for the inconvenience we caused. [redacted] mentioned that [redacted] moved into her storage unit in September 2012. Since October 2012 there have been frequent calls made to [redacted] to obtain payment for her unit. The account has a history of delinquency. As recently as May 16th, our GM did reverse the charge applied to the credit card, however, her account is in delinquent status again.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Though the charge has been reversed, it does not make it okay for this company to carelessly obtain and utilize as they wish credit card information. The fact that my account has been delinquent has no bearing on the fact that they are using credit cards to make charges they are not authorized to use. Though they agreed to reverse applicable charges there still remains a concern that this company stores and uses credit cards in a way they are not authorized to do so. This takes care of me for this SECOND occasion, but what is stopping this negligent company from doing this to me again or to others. Now I am even further from catching up on my bills as a week later I still have not yet received this "credit" from the company. Honesty and ethics can hardly be found in business these days. The store was not even professional or courteous regarding these occurances on BOTH occasions. Not to mention the inability to reach the store when I need to. Phone calls are automatically forwarded to work at home customer service agents, which utilize a messaging system which does not work, and the on more than one occasion when trying to make changes or even payments for my account, such was not accomplished though I was given verbal confirmation that they have completed what was requested. Someone needs to investigate this company further into their business practices, not just request a refund for me on this one occasion. How are these practices okay?

Review: Rented a truck from U haul in which I purchased the available insurance. The assistant manager assisted me in my rental and assured me that their insurance would cover my in case of an accident. He also assured me that most personally owned insurances do not cover the trucks because they are much more expensive than normal vehicles. Needless to say I did need to file a claim and was told by their insurance provider Repquest that in [redacted] my person insurance company would serve as the primary company that would cover my claim, and I guess if there was something that my insurance didn't cover that they would cover the rest. Of course when I questioned the dealer they told me that they weren't insurance agents and conveniently could not offer any advice. Because of their lack of care on my truck claim, I decided that it would be best to remove the insurance coverage from my storage unit at that facility. I have no faith that they would take care of any claim that I would have on the rental unit. U Haul representatives including their general manager proceeded to tell me that I could not remove the insurance on that unit unless I provided that I had outside coverage for the unit. This is a policy that they decided to adopt after I started my contract. They did not sent out any notification of this policy change nor are they willing to make any acceptations. I believe that they should not hold this new policy to customers that had contracts in place before this new policy change. To add insult to injury every time that I make a payment the representative never know what my bill is or what I have previously paid, this is very unprofessional and frustrating. I have about two hours phone time invested in trying to get this resolved. Please help.Desired Settlement: I want the insurance removed from my account and I want them to start quoting customers that their insurance is just a secondary insurance and stop telling people that it will cover everything

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Storage Manager for our [redacted], followed up on the information Ms. [redacted] provided. She sent him the following email:Ms. [redacted], My name is [redacted] I am the [redacted] at the U-Haul at [redacted] where you have your storage. If you could please provided us with you homeowner or renters insurance information we would gladly reimburse the $27.80 that you have paid for the insurance through us on your unit. We will need the company’s name, policy number, agent's name and agent’s phone number. If you will please email the info to myself at [redacted] or the GM at [redacted]. Sincerely, [redacted] CSM[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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with this solution because U Haul decided to change their insurance guidelines after I began renting with them, I do not even live in the state of [redacted] so why would home owners insurance cover expenses off the premises in another state. U Haul neglected to even contact me to let me know their change in policy. They also tell their customers that their insurance covers everything, instead of telling them that their insurance is secondary. If they are worried that their customers may do something to damage their property I am sure that they already have it covered under their policy. As far as my stuff I do not have anything in that storage that I can not live without, so if it were to be destroyed I would live. Based upon the way they handles and wiggled out of covering the damages incurred with their stuck I do not believe that their coverage cover anything anyway.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the additional information Ms. [redacted] provided. He informed our office that [redacted], our Manager for our [redacted], will be in contact with Ms. [redacted] on Friday, June 21st. If Ms. [redacted] does not want Safestor Coverage, Mr. [redacted] explained that it will be removed from her contract. The storage contract will be marked that Ms. [redacted] does not wish to provide policy information for coverage on her storage unit and as long as she understands she does not have coverage with U-Haul.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,[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: U-Haul: Hello [redacted], someone will be with you shortly. Please wait for an agent to respond.

6/13/2013 9:09 PM EST

U-Haul: [redacted], our expert will be helping you today.

6/13/2013 9:10 PM EST

[redacted]: I have a huge problem

6/13/2013 9:10 PM EST

[redacted] (U-Haul): Okay, what is the problem that is going on?

6/13/2013 9:11 PM EST

[redacted]: I do not have a phone currently I spoke with a rep a few days ago to secure a 26` truck for pick up

6/13/2013 9:11 PM EST

[redacted]: in bogalusa la

6/13/2013 9:11 PM EST

[redacted]: I just got an email saying that I can pick my truck up in poplarville MS

6/13/2013 9:11 PM EST

[redacted]: I am no where remotly close to this city

6/13/2013 9:11 PM EST

[redacted]: and I am supposed to pick the truck up tomorrow

6/13/2013 9:12 PM EST

[redacted] (U-Haul): Unfortunately the only way to get this edited is to contact the 800-GO-Uhaul, no one else can change the traffic of the equipment schedule. You will need to find a way to get access to a phone or it will just have to stay at that location.

6/13/2013 9:12 PM EST

[redacted]: So becuase someone else screwed up your telling me I am going to have to pay you 50 dollars

6/13/2013 9:13 PM EST

[redacted]: this is absurd

6/13/2013 9:13 PM EST

[redacted] (U-Haul): This is the summer which is our busiest season of the year, it is first reservation first serve, so there wasn't an actual mistake, that is probably the only place that had the equipment that you are able to get within the time frame that you reserved compared to other customers

6/13/2013 9:14 PM EST

[redacted]: if you can not help me I will report this to the Revdex.com and I refuse to pay the 50 dollar fee for a someone made

6/13/2013 9:14 PM EST

[redacted]: No the lady told me that I would be picking it up and the mini-storage in Bogalusa

6/13/2013 9:15 PM EST

[redacted]: Your company changed my pick up

6/13/2013 9:15 PM EST

[redacted]: There is no way I am driving to another state to pick up a truck

6/13/2013 9:15 PM EST

[redacted] (U-Haul): Okay [redacted], well every option to have this fixed is only by phone unfortunately. I apologize for the inconvenience, however Chat has zero authority to that system. We are here for general moving questions only

6/13/2013 9:16 PM EST

[redacted]: well then could you get on a phone and take care of this

6/13/2013 9:16 PM EST

[redacted] (U-Haul): We cannot access your personal information over chat lines due to the fact it cannot be protected and secure. You must call 800-GO-Uhaul

6/13/2013 9:16 PM EST

[redacted]: That`s fine I`ll contact the Revdex.com

6/13/2013 9:17 PM EST

[redacted] (U-Haul): Okay [redacted]. I apologize for the inconvenience. Have a good evening

6/13/2013 9:17 PM EST

[redacted] (U-Haul): [redacted](admin) has ended this session.

6/13/2013 9:17 PM EST

U-Haul: Thank you [redacted]. This chat has been ended.

Please start a new one if you have more questions.

6/13/2013 9:17 PM ESTDesired Settlement: $50

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information [redacted] provided. She informed our office she sent him the following email:

[redacted], I would like to apologize for not having the truck you reserved available at your preferred pickup location. We do our best to meet our customer's requests but sometimes it is just not possible. Because we could not contact you by phone an email was sent with the Poplarville pickup location. That was the closest location with the equipment available that you requested. We knew it was 25 miles from Bogalousa, but that was our only option. As of now there still is no equipment available in Bogalousa. I saw you cancelled your reservation and I am sorry we could not help you. If you still need to rent a truck and can contact our traffic department [redacted] will be happy to see if she can locate something else for you. At this time, it still will not be in Bogalousa. Her contact phone number is [redacted]. I would like to process a refund to you for the $50 reservation guarantee and I would also like to send you $50 in VIP certificates. The certificates can be used at any of our U-Haul locations towards any of our products and services that we offer. If you could email me back with a correct mailing address I will process both right away or if you have a phone you can call me at [redacted]. I have an address in Bush on file, but would like to confirm that is a good address. Once again, I do apologize for any inconvenience this has caused you and we do hope you will give us an opportunity to serve you again in the future. Thank you, [redacted] U-Haul Co. of Louisiana

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I would like to file a consumer complaint regarding my rental car over-charged by U-Haul through cheating on incorrect mileage.I rented a U-Haul truck with Equipment number of TM 2342A / AD43308 AZ on June 18, 2013. The Rental out date/Time was 6/18/2013 6:04PM. I returned the truck at 7:50PM on the same day (i.e. within 2 hours) through their key drop window as suggested by the U-Haul rental agent. 1.Original estimated charge for 10 mile use on 6/18 was 35.82. (attached)The rental mileage I drove was about 10 miles which is exactly the same as my estimated miles when I rented the truck. The odometer reading was 74880 at rental-out time, and the returning odometer reading was 74890 while I parked the truck outside the store located at 554 El Camino Real Belmont, CA 94002. The route I drove is as following:a.from the store to the Sears store at Hillsdale Mall (2.1 miles), b.Hillsdale Mall to my home in Redwood Shores(4.9 miles), c.Redwood Shores home to U-Haul store (3.1 miles). I added gas to + full at Arco gas station at the corner of Ralston and Granada St. on my way to return the truck at U-Haul. 2.The receipt charged on 6/19 morning was 96.79. (attached)I got the rental receipt with 60.97 extra charge for 57 miles. The odometer (MI in) showed in the receipt is 74937. The gas gauge was 9/16 full. 3.The adjusted receipt after my complaining to the store on site is 66.97 (attached)I called the store to resolve this issue and they requested me to stop by their store to resolve this issue. I visited the store and talked to the General Manager, [redacted] on this issue. [redacted] insisted that he should charge me 57 miles; however, he wanted me to pay for 50% of the extra charge (60.97) and charged me 31.15 extra. (returned 30.00 credit). 4.U-Haul rejected my suggestion to check the odometer on spot at 10:10am. I told [redacted] that we should check the odometer and the fuel gauge at that time (~10:10am). [redacted] said that that truck was rented out at that time. I suggested him to call the customer to verify the odometer at that time. He did not take action on my suggestion and insisted that he should charge me based on 57miles. I have no way to verify that odometer reading with [redacted] in his store at that time. I told [redacted] that I would not accept to pay any extra for U-Haul employees mistake. Its a cheating behavior and rip-off to customers. I asked to talk to his manager, and he said that he was the boss at that store. I told him that the odometer was 74890 when I returned and he asked me to provide any picture I took to verify it. I did not take the picture on the U-Haul odometer when I returned the truck. It seems to me that its customers fault for not taking preventive action against being ripped off on the U-Haul rental service. U-Haul could rip off customers whatever they want in this situation. I hope that your organization could help me resolve this issue or give me some suggestion to fight against U-Hauls bad business behavior.

Product_Or_Service: U-Haul Rental Truck 10' Truck

Account_Number: Contract No.: [redacted]Desired Settlement: DesiredSettlementID: Refund

. [redacted] insisted that he should charge me 57 miles; however, he wanted me to pay for 50% of the extra charge (60.97) and charged me 31.15 extra. I want U-Haul to refund the over charged fee, 31.15 which was caused by U-Haul's mistake.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information [redacted] provided. She informed our office she issued a refund for $31.15 back to [redacted]’s Visa account on June 25th. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: Called what I thought was a local u-haul to get a trailer hitch put on my vehicle. Scheduled to bring my wifes car in at 6pm that evening was told it would take a half hour to install the hitch. Put a deposit on my credit card to reserve the hitch. Full price with installation was to be 197.50. Got there and they had no knowledge of my appointment and nobody there who installs hitches and told me they couldn't do it for two weeks minimum. According to [redacted] at the location U-haul "does this all the time". I needed the hitch for my sons graduation party which was 4 days away.

I called the number again and found antoher location near my house, but they couldn't install it for 2 weeks and told me it was not that hard to put on my self. I once again put a deposit on my card to hold the second hitch and was told the first deposit would be refunded in a week. I got there and the hitch was 197.50 with no installation this time. I asked about that but they refused to change the price to reflect no installation. Got the hitch home and although it said the correct year for my car , the bolts were the wrong size and the holes didn't line up on one side. I had to run to home depot to find bolts that would fit, as well as drill holes in the frames of the car and figure out how to get it bolted on securely.Desired Settlement: Bare minimum they owe me money for not installing it and insisting on charging me the same price I was going to pay for a full install at the first location. Second I wasted an hour running to home depot to get bolts and it took me several hours to figure out how to make the wrong hitch fit my car which may now be unsafe. I would like an apology and a minimum of 100.00 refunded. Third I wasted 2 hrs on the 800 number who hung up accidentally on me the first night.

Business

Response:

July 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Good morning Mr. [redacted], I am writing to you in regards to the Revdex.com complaint you have filed in regards to your canceled hitch reservation. I would first like to apologize that both our Niagara Falls and Amherst location were unable to install the hitch for you at the requested times. Unfortunately because the reservation was made with short notice we were unable to get a mechanic into either of those centers to install a hitch, they either had already gone home or were not scheduled to come in because there were no hitch reservations prior to yours. I do understand that our Amherst location was able to sell you a hitch for a 2006 Saturn Vue for $197.81. I understand you were requesting the price be altered to reflect no installation which it was, the hitch installation reservation was quoted to be $279.08 the cost of the parts was $197.81 with tax. I apologize that you had difficulty installing it on your car, based upon the information you provided us these are the correct parts and we have not had problems installing this particular hitch on your model vehicle. I understand you are looking for some form of compensation and what I can offer you is a refund for 15% of the cost of the hitch and a $15 VIP gift certificate valid nationwide at any corporate owned U-Haul Center for any product we offer or sell. The certificate has been emailed to you, the ID number is [redacted] and the 15% refund will be coming in check form which you should see within 10-12 business days. Once again I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Office ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International