J.R.J. Tara Corporation

Review: I reserved a rental truck and dolly for 2/1 on 1/31 and contracted for a rate of $143. I was later informed that the location where I was to pick up my rental did not have the vehicle in question and was directed to another location in Stuttgart, AR. the Stuttgart location was closed on 2/1, so I had to get the rental from a third location. The third location rented my truck to another customer, so I had to go to a fourth location to pick up a rental. I had the rental for 1 day and only used 125 miles. The truck was returned with the proper amount of gas. I never recieved the dolly I had requested. The fourth location charged me $205.43 which is above and beyond the $143 that I had contracte for. I called Uhaul customer service for an adjustment and was not helped at all. A supervisor named [redacted] informed me that although my reservation was changed through no fault of my own that he would not make any adjustment on behalf of Uhaul.Desired Settlement: I'd like to be billed the original $143 that I had agreed to less the $10 charge for the dolly I never recieved plus tax.

Business

Response:

February 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Arkansas regional office, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email:

[redacted], We have issued two credits to you. One for $50 for the guarantee and the other for $73 for the difference in the rate. Sorry about the mistake. We do appreciate your business. [redacted] Area Field Manager

Our records indicate the $50 refund was issued to Ms. [redacted] account ending in 6311 and the $73 refund was issued to her [redacted] account ending in 5398. Both were issued on February 4th and should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I am writing because I recently rented a uhaul truck from [redacted] Self Storage at [redacted].

Everything was great except that I was charged for "Ez Fuel Sales" $20 and the "Fuel Fill-Up Service Fee" of $30 as though I returned the truck without gas. I cannot accept these charges because I filled up the Truck to half of a tank before I dropped it off and double check once it was parked that the tank was still half full, just as it was when I picked it up. If these two charges could be cancelled that would be great. Aside from this everyone was extremely helpful and I would rent from there in the future.

Sincerely,

UHaul Contract Number: [redacted]Desired Settlement: I would like my bill to be adjusted and these $50 in charges removed.

Thanks

Business

Response:

July 17, 2013

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

[redacted] the Executive Assistant in our [redacted] Regional Office sent Mr. [redacted] an e-mail on 7/16 informing him she had credited $50 to his Mastercard for the fuel fee.

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 my move from Brampton, [redacted] to [redacted], [redacted] I had ordered a 24 ft truck or larger for my one-way move though the Uhaul outlet kept insisting I only needed a 20 ft truck. The day before pick-up they indicate I get a 20 ft truck and if I need more room I can rent a trailer. I asked what that would cost and they said $29.95 a day. The truck wasn't big enough -- with professional movers packing it, so I needed to get the trailer. When I went to pick it up the next day they charge me $1200 for the trailer. The girl at the counter told me to call U-haul and tell them what I was originally quoted -- I did and "[redacted]' took my complaint and would get back to me -- he never did. I really had no choice but to take the trailer and pack it as I needed to vacate my townhouse and get on the road. We ended up with a flat tire on the trailer that uhaul had to fix and then we were ticketed at the weight station in [redacted] for the condition of another trailer tire that Uhaul had to replace enroute -- delaying us further and adding to hotel costs.Desired Settlement: I paid $2500 for the wrong size truck and then $1200 for the trailer when the right sized truck would have been only $350 more than the 20 ft truck I got. I think I should be reimbused for the trailer in full given the delays, wrong truck and extra hotel costs.

Business

Response:

July 24, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He also advised her of an additional refund in the amount of $322.10, which makes a total refund of $681.05. The refund should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have a complaint with U-haul regarding their optional insurance coverage. I recently rented a Ford F150 from U-haul to transport my stuff from [redacted] back to [redacted] and while I was in [redacted] at Wal-mart, a vehicle struck my right side mirror and broke the glass on it. When I got back to U-haul, the technician checked out the damage and said small things like that happen from time to time, and told me all minor things like the side mirror was covered. When I went back in the store to grab my receipt, another U-haul worker was printing it out, saw the damage on the sheet, and then said "No we dont cover anything on the F150 U-hauls except it being totaled." The man told me that the optional insurance I bought would have covered every single vehicle they have, including their 2012 vans, and that it was pretty much a waste to buy the insurance on the F150. And then he told me if I totaled it, I would still be charged for parts and labor! They made me sign a promissory note before I left that shows I owe them $300 for a side mirror. U-haul is just trying to scam people out of money by offering insurance that doesnt actually cover anything.

Product_Or_Service: Ford F150 rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I do not want to pay U-haul a dime more than the $200 I had to pay just to rent the truck for one day. I have the promissory note and I would like it to be null and void.

Business

Response:

March 19, 2013

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

Mr. James Paulus, our Field Manager for the U-Haul Company of AK, followed up on the information Mr. [redacted] provided. He advised our office that both him and our GM of our U-Haul Center Mr. [redacted] rented from assisted Mr. [redacted]. Mr. Paulus informed Mr. [redacted] there was a $150 deductible that he is responsible to pay if the damage is over $150, so basically our customer is responsible for the first $150 of damage. In Mr. [redacted]’s case, the damage charge came to $141.58 and the remaining balance of the truck rental was $160.08. Mr. Paulus assured our office he did not relay to Mr. [redacted] that Collision Damage Waiver (CDW) was worthless on the pick up trucks. Mr. Paulus was pointing out the difference between Safemove Protection on our moving vans vs. CDW on the Ford pick up truck. Our GM confirmed Mr. [redacted] was given a CDW brochure in the Document Holder with his contract when he rented the pick up truck, which explained CDW. Mr. Paulus relayed that all charges are valid and a refund would not be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: Was overcharged as well as charges made to my credit card that I did not authorize. We were promised a full refund and have not received.

On Sunday August 12th, we rented a trailer from Uhaul. Paid for 1 night on my credit card when we rented because we had intended to return the next day. The trailer was 29.99 a night. The next day we were unable to return due to husbands work. We called and told them we would pay cash when returned. We were assured this would be no problem. We had rented from them on numerous occasions to the point they knew husband by name and acted like it would be no problem. Continued to do the same thing until trailer was returned on August, 17th. During this time frame they began to charge my card. Made to call to local office was told they had not charged my card that it must have been cooperate and it would not happen again. The next day , my card was charged again. When we returned the trailer we were told we had to pay $135 to close the account and they would give us a full refund. Instead the next day my card was charged.. total charged to card was 278.10 on top of the $134.95 paid in cash.. Was charged a total of $413.04 for what should have been approx. $210.00 Calls to customer service has not helped. Have been told that we will get a refund once they discover why we were overcharged and will have someone call us.. No one has ever returned our calls.. For the past few weeks we have been trying to get a receipt for the $134.95 so we can file with our credit card company.. Have gone by there numerous times and still no receipt.. Keep getting told the person who can do that is not here, have not had time, etc..Desired Settlement: Would like my card refunded for the unauthorized and overcharged amounts.

Business

Response:

October 30, 2012

Thank you for your

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

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed up on

the information Ms. [redacted] provided. She explained the rental

charges were reviewed. The trailer was kept for 8 days but they were

charged only for 7 days. Other than a refund for $29.95 that Ms.

Avery states was issued, the remainder of the charges are correct.

The refund should post on their next Master Card 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

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.

Review: I am an economically disadvantaged [redacted] veteran, and I was charged a substantial amount for damage that I did not cause.

This concerns the UHaul store at [redacted].

I spoke to the general manager, [redacted], who told me that because I opted out of insurance for the vehicle, I would be charged regardless.Desired Settlement: I want to be refunded in full.

Business

Response:

July 17, 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 [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $452.07 was issued back to Mr. [redacted]’s [redacted] account on July 15th 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]. I am appreciative and find this resolution satisfactory. I consider this complaint resolved.

Regards,

Review: On 9/22/14, I called U-Haul Moving & Storage at their [redacted], Bloomington, Il 61701 location @ ###-###-####. A man named [redacted] answered the phone and I asked if there were any 26 foot trucks available and if UHAUL had any movers available on short notice. [redacted] confirmed that there was a truck available and he was available to do the move. He advised me to come in to the office listed above and rent the truck. I went in to the office, met [redacted] working behind the counter, paid for the truck and made arrangements to meet [redacted] in an hour at the U-Haul location listed above. I did go back and meet him about an hour later- around 2pm. [redacted] drove the UHAUL truck and followed me to my home. I went through the home showing [redacted] and the young lady with him what needed to go and what needed to stay. He and the young lady that rode with him began loading the truck so I went to get my daughter from school and meet them at the new home. They assured me they had everything under control. [redacted] drove the UHAUL truck from my former home in Normal, Illinois to my new home in LeRoy, Illinois. When they arrived, they unloaded the truck. When the work was complete, I paid him $400 cash as he quoted me at the UHAUL office. After he left, we started finding damage on every piece of furniture he moved, holes and scratches on the walls of the home I just purchased, and many, many items he left behind at the old house. A day or two later, [redacted] texted me asking for more money for gas. I asked him for his insurance information and told him of the extensive damage and he did not reply. I contacted and filed a claim against my renters policy at State Farm but it was not a covered issue. The claims adjustor advised me to contact UHAULS corporate office and file a claim with them. I did contact UHAUL and corresponded with [redacted]@uhaul.com) who said she escalated the issue to my Marketing Co President [redacted]. [redacted] stated they are not responsible because U-Haul MOVING co does not MOVE peopleDesired Settlement: DesiredSettlementID: Replacement

I want to be compensated for the $400 [redacted] got me to pay him by presenting himself as a mover aligned with UHAUL MOVING AND STORAGE. iN ADDITION, I would like compensation for the items damaged by [redacted], the employee who I hired to MOVE me from U-HAUL MOVING AND STORAGE. In addition, I want a refund of everything paid to U-HAUL MOVING AND STORAGE for the use of the truck that I never drove or rode in at all. I have texts, photos, witnesses, and emails that prov

Business

Response:

October 21, 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 Illinois Regional Office, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. Please be advised this U-Haul Dealer is an independent business man that rents U-Haul trucks and trailers off his lot as a secondary business. He is not a U-Haul employee. U-Haul employees do not pack, load, and/or move customers. Ms. [redacted] explained in her email that the responsibility of the move would be this independent businessman, therefore, Ms. [redacted]’s concerns need to be directed to him.

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.

[When I phoned the UHAUL office and inquired if there was a truck and movers available, I was informed by [redacted], the UHAUL employee that answered the phone, that there WAS a 26 foot UHAUL available AND he was available to move me on short notice. [redacted] IS a UHAUL employee, he answered the phone, he presented himself as a mover, and did the reservation of the truck on my behalf. I went into the UHAUL office and [redacted] entered my information into UHAUL's computer system, took down the mileage of the trip and so forth, and I swiped my credit card to reserve the truck with [redacted]'s assistance. I then went back to meet [redacted] AT UHAUL. He took the keys to the truck and did all of the driving, loading and unloading of the truck. How UHAUL can now attempt to distance themselves from the damage done to my home and furniture by THIS UHAUL EMPLOYEE with disastrous results is insulting and shows a total lack of professionalism and lack of ethical business practices. ]

Regards,

Business

Response:

October 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

I apologize for my error is stating the U-Haul location in question is an independent businessman when in fact it is a U-Haul owned location. [redacted], our Executive Assistant for our Illinois Regional Office, sent the following email to Ms. [redacted]:

Good monring [redacted], I have spoken with my Marketing Co President [redacted], he stated because [redacted] was doing this as a side business and not on the clock at U-Haul, it is 100% his financial responsibility. U-Haul does not move customers , all movers are outside entity. I do apologize but it is his responsibility. Thank you [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 mistreated by the clerk and charged for mileage I did not drive. I reserved a 17 foot truck and an appliance dolly from this UHAUL renting location. When I got there, I was told no such reservation was made, and no such truck was available by the bald male clerk behind the counter. Then, he said he was "just kidding." I did not think it was funny. He said he had a 17 foot truck and dolly ready for me, printed the estimate and gave me the keys. I made the mistake of not taking a photograph of the truck's odometer before leaving, as I later discovered I was charged for having driven 20 miles when, in fact, we drove ONLY SEVERAL BLOCKS AWAY FROM THIS RENTAL LOCATION AND BACK. In fact, because we'd only drive the truck a couple of blocks, we did not have to put any gas into the truck when we returned the truck because the gas gauge was still on full. When we first drove the truck to my daughter's house on Fortune Avenue, we discovered no dolly was in the truck. I raced back to the rental location to tell them there was no dolly in the truck, even though we requested one, the clerk acknowledged we'd requested one with our reservation, and the clerk had clearly printed it out on my estimate. He laughed at me when I came into the door, and sarcastically remarked, "Forgetting something?" I explained there was no dolly on the truck. He quickly responded by telling me he had no appliance dollies. We drove the truck from the rental location on [redacted], which is two blocks from the rental location; and from there, to [redacted], which is one block from the rental location, and back to the rental location for a total of about 2 miles. When we told the clerk we did not drive 20 miles, he snapped, "Did you sign the estimate?" I said yes I signed it but did not check the odometer to make sure it was accurate. It was NOT accurate, as we only drove 3 blocks one way and 3 blocks back. I want my money back for the mileage I did not drive 20 milesDesired Settlement: I want my money back for the miles I did not drive. I did NOT drive 20 miles. I drove about 2 miles. I have witnesses who will sign sworn affidavits to this effect. Also, the fact the gas gauge was still full upon our return is proof we did not drive 20 miles.I also want my rental fee back for having been treated in a sarcastic, disrespectful, unprofessional, and nasty manner by the bald male clerk, and for having to move appliances without the appliance dolly I'd reserved but never got.

Business

Response:

November 18, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for $30 for the mileage and inconvenience she experienced. He assured our office the information has been addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. The refund was issued back to [redacted]’s [redacted] account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a tow dolly in [redacted] with final destination as [redacted]. ($380.09) "Safe-tow" charge of $64 included. Contract #[redacted]. Unfortunately my RV engine burned up on the grade outside [redacted]. The U-Haul document has an 800 number for roadside assistance however they refused to come to get the tow dolly, instead forcing us to rent a truck in [redacted] ($112.94 plus filling up gas $30) in order to return it. Contract #[redacted]. However, upon return to the [redacted] location I was, unprofessionally informed that there would be no refund of the difference in cost of renting the tow dolly even if [redacted] to [redacted] is a far shorter distance than my original rental. Upon speaking to a manager at the rental location he informed me it was "up to my manager & he ain't gonna give it to ya." I called the customer service number for Uhaul and after explaining the gentleman informed me that it was not a problem and he would note my account with the request for the refund. I went back to the counter but the [redacted] employee insisted there was no refund & that he could not see any notes regarding a refund. I again called UHaul's customer service number and spoke with [redacted] who informed me that I was due a refund of $127 but that it would be several weeks before it would be credited to me. At that point I concluded the rental of the truck at [redacted] and continued with my move to [redacted]. After about 20 days, when no credit had been posted to my credit card, I completed the online customer service form requesting the refund of $127. However I finally received a generic email response of "we cannot give a refund." This is not right, as several employees promised a refund of the difference between [redacted] to [redacted] compared to [redacted] to [redacted] & one employee, [redacted] on 10/8/13 gave me the dollar amount owed me as $127.

Product_Or_Service: Rented tow dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think UHaul should definitely and immediately refund the amount of $127 since multiple employees confirmed this refund as due. Notes related to contract #[redacted] could be checked to confirm this. In addition I believe that the Roadside Assistance claim: "Breakdown or accident...give the exact location of the EQUIPMENT and your phone number. we'll help you resolve the problem and get you safely back on the road" should have led to UHaul coming to get the equipment

Business

Response:

December 10, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

[redacted] our President for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and advised her of a refund for $127 as requested. The refund should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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. In addition the company contacted me to inform me of their decision. The refund of $127has posted to my account & while I will not use this company in the future & believe they only processed the refund because of this complaint, I am happy to have it completed. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: When I rented a uhaul van from this store, I was told by Uhaul representatives that I could return equipment anytime, even if it was after hours. This was not true, as I had to wait until business hours to speak to someone about returning issues.Desired Settlement: I would like a refund of the truck I used because I did not get to complete my moving needs with it. It inconvenienced me, and I still have no way to finish my moving at this time. I would like to go some where else to finish moving, if I have to.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Downtown in Sacramento, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] an email explaining they have tried contacting her about payment but have been unsuccessful. Dr. [redacted] had sent an email that she was going to return the truck to a different location although the truck is locally assigned to the U-Haul of Downtown Center and she signed the contract agreeing to return back to that location. After that they received no further contact from her. We eventually located and retrieved the U-Haul truck but Dr. [redacted] refused to turn over the key to Mr. [redacted]. Her items have been put into storage and Mr. [redacted] will be updating her soon on the final bill.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-Haul web site misleading. Reserved an Auto Transport for Fall, 2012. Initial screen simply asks pick-up point in one box. Drop off point is an adjacent box and filling out that box is listed as "optional". Therefore, for expediency, I completed the entire reservation without filling out the drop off point box, thereby, assuming U-Haul didn't care which one of their centers to which you returned the Auto Transport. Rate listed as ~50 dollars a day. 4 day rate would be a little over 200 dollars.Checked "myuhaul.com" a week later just to see the reservation. Drop off point is now listed as the pick up point. Contacted U-haul to let them know that the Auto Transport was going out of state. Going out of state tripled the rate to over 700 dollars. Discussed with them that nowhere, when applying for the reservation was the drop off point mentioned except as "optional" on that initial box. Nowhere was there any reference that rate would increase if going out of state. Asked them to honor the current reservation/price with going out of state. They would not. Therefore, had to cancel the reservation and related travel plans.Noted to them that, if their web site, simply removed the word "optional" from just above the drop off site box or if their web site simply defaulted, on the screen to the viewer, the pickup point entry in to the drop off point box, there would be no confusion for me or anyone.Desired Settlement: They might have honored their price, once the problem was pointed out to them but would not. Would accept if offered. But in any case, they should revise their web site. The current web site is deceptive and presumably inadvertently shocks customers in to a 3x higher price at the last minute, once their travel plans are firm and they come to make the pick up.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mr. [redacted].

A Senior U-Haul Customer

Service Agent followed up on the information Mr. [redacted] provided. Mr.

[redacted] was emailed a response and offered an apology for the confusion

he experienced with our website when he made a reservation. I have

forwarded his concerns to the appropriate program manager for further

follow up. Please be assured we appreciate customer feed back as it

allows us to realize what programs are working and what areas need

attention.

As we value

Mr. [redacted] as a customer, we sent him a $30 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 and tape. We also sell

permanent hitches, propane and locks.

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: Charged me for a $50 no show fee even though I reschedule Uhaul pick up date. Uhaul Customer service not doing anything.

I have been fighting with both Uhaul and [redacted] to get my money back for a charge that should not be there. The charge is for a $50 no show fee for a reservation that I rescheduled from Sunday to an earlier date which was a Thursday, Dec 4. I contacted both [redacted] and Uhaul and they both saw the charge and said they would refund my money. That was around December 12th. Never got my money and call both companies back and [redacted] and could not find the charge. I got a hold of Uhaul and they put it in the system that they would process the refund and that was December 22. They said my refund would be happen around December 26 or 27. Never got my refund. I have gotten in arguements with both Uhaul and [redacted] and my money is still not refunded. The company is stealing from me by not returning my money for a charge I should have never received.

Uhaul Reference number is [redacted]Desired Settlement: I am wanting my money back for the $50 no show fee by the 15th of January or I will be filing a civil suit against [redacted] and Uhaul for stealing from customers. I have people who also stated that Uhaul charged them for things they did not purchase or reserve.

Business

Response:

January 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Our records indicate a refund for the $50 fee was in fact issued back to [redacted]’s [redacted] account ending in [redacted] on December 23, 2014. The refund should post on his next credit card statement if not already.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 truck for $29.99 (+$10 for a dolly) on September 1, 2013 at 8am. I returned the truck at approximately 1:30pm back to the facility on [redacted], [redacted]. Upon return, a U-haul representative inspected the truck for damages, advised me there were none and said that my total would be $70 (including mileage).

Today, I logged into my bank account and noticed a $203.00 charge from U-Haul. When I contacted U-Haul customer service, they advised that the truck was damaged on the right upperhand corner and a cap had to be replaced. I reviewed my return receipt and noticed that the truck was damaged when I had picked it up- the note specifically states that the top right corner cap was patched and that the renter (me) should be aware that the patch is weak and water damage may ruin the possessions I am transporting and I am responsible for any damage to my personal items.

First, I was never advised that the truck was initially damaged when I picked it up. Second of all, it is completely unacceptable that AFTER I was told that the truck was returned with no problems, I am charged for damage that was already on the truck before I even picked it up!

UHaul customer representatives should have advised me that the truck was damaged and my items may be damaged during transport and they should have contacted me to discuss this so-called damage prior to charging my credit card $203 for truck damage that was there before I even picked the truck up!Desired Settlement: I expect the 203 dollar charge for truck damage to be reversed

I also expect the 73 dollar rental charge to be returned because I was provided a truck that was already damaged, I was never told it was damaged and that the items I was transporting were at risk of being broken/damaged by water.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He advised her of a refund for $132.88 back to her [redacted] account, which should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Approximately 6/5/14 I reserved a 26 foot moving truck with the understanding I would pick it up at 7:00 AM on 06/28/14. (Specifically when I rented the truck, the worker said it was good I was reserving so far in advance.) However, today (06/27/14) at approximately 11:00 AM, I was notified by U-Haul that the truck would be available at approximately 11:00 AM, although more recent phone calls they have said it will be available at NOON.

I spoke to "[redacted]" in the "traffic department" in Tucson and she said there was nothing she could do but she transferred me to her Supervisor, [redacted]" "[redacted]" also said there was nothing they could do. I explained my dilemna that movers were scheduled to be at my home at 7:30 AM, but now I'm learning (less than 24 hours ahead) that the truck won't be available until noon. She said they never reserve a "time" and that they never know until the day before what "time" the truck will be available. I said this was certainly NOT my understanding, because I wouldn't have arranged for movers to be at my home at 7:30 AM. She said it is in the contract. I said if it is in the contract, I certainly feel they should have been very clear at the time of the reservation that this is their policy. I would have had time to likely rent elsewhere.

I told her I didn't feel this was good customer service and asked if she had any suggestions on how to rectify this situation. She did not. I told her that unfortunately I felt I would have to notify the Revdex.com. Moving is a stressful time and this business practice seems unprofessional and is poor customer servcie. They have not come up with any sugggestions, other than them continuing to state I "do have a truck at noon." This is not what I reserved.Desired Settlement: Since I am now unable to locate another moving truck on short notice (believe me, I've tried), I am stuck with a moving truck at noon. However, one of my movers has to be at work at 1:00, so this truck is now being of much less value to me. I am asking for reimbursement on the price of the moving truck.

[redacted](NOTE: I don't know where to list this on this form, but I am referring to the U-Haul at [redacted]

Business

Response:

July 7, 2014

Revdex.com ID#: 10109769

U-Haul Ref#: 634722

Thank you for your concern for our customer Mr. Ramirez.

Kirk Fiehler, our President for our Southern Arizona regional office, followed up on the information Mr. Ramirez provided. He informed our office he spoke to Mr. Ramirez and offered his apology for the frustration that occurred. Mr. Ramirez pick up the U-Haul truck at 7:22 am and the mileage use was discounted. Mr. Fiehler also offered him some free propane that Mr. Ramirez stated he could use in the near future.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: In April of 2014 I entered into a contract with Uhaul in [redacted]. After several months I was unable to continue paying for the storage. I removed the card that was attached to the account in September 2014. In October the card was charged again, we were told it was a mistake on our part and there was no help they could give us. We then removed the card from the again. In December I received an email stating that our pods were being sold and that they didn't have a valid card on file.

On January 1st, 2015 we were charged twice, each charge was for $276.58. We were charged a third time on January 2nd, 2015 this time for the amount of $98.29.

I then called the office in [redacted] and spoke to the store manager who informed me it was their policy to put the card back on file automatically once a month. In addition I was told that not all the pods were paid in full so they would be charging the account again to get the remaining balance.

The online account was then changed by someone so we could no longer access it.

My family is currently homeless and we had already accepted that our things had been sold to pay the remaining balance of what we owed to the company.Desired Settlement: I need a refund of this money. If I do not get a refund of this money in the next few days my family will no longer be able to stay in the place we are at and will be forced on to the street.

Business

Response:

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email in response:[redacted], Your communication with the Revdex.com has been forwarded to my attention for review and resolution. Per your request, the two charges of $276.58 and the one charge of $98.29 have been refunded to your account. Your new balance due is $1139.61. If non-payment continues your boxes will be sold to satisfy the lien. Please contact general manager L[redacted] at [redacted] if you have any further questions regarding your account. Thank you, [redacted] Executive Assistant U-Haul Co. of [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

Review: On Friday, March 15th, 2012, I rented an Auto Transport Trailor (ATT)from U-haul in [redacted]. On the morning of Saturday, March 16th, 2013, I drove the Auto Transport Trailor (ATT) to U-haul located in [redacted], to have my car removed from the trailor and to return the trailor. U-haul worker, [redacted], first started erroneoulsy unhooking the Auto Transport Trailor from the 26' U-haul truck before my car was unloaded from the Auto Transport Trailor. The trailor started to pop up into the air, and I asked [redacted] if he was supposed to keep the Auto Transport Trailor hooked up to the 26' truck until the car was unloaded from the Auto Transport Trailor. He realized his mistake and answered, "Yes." [redacted] then proceeded to re-attach the Auto Transport Trailor (ATT) to the 26' U-haul truck.

[redacted] then discovered the burlap strap placed around the front passenger's side tire was put on "incorrectly" as it was too tight and threaded incorrectly via the U-haul [redacted] workers. [redacted] could not remove it. So, U-haul worker [redacted] (?) (stocky, tatoos on arms, short dark hair) removed the strap and told me he would gague if he needed to place wooden blocks under my tires, when I backed the car off the trailor, to prevent damage to my car.

[redacted], [redacted], my daughter and I were present during this time. [redacted] and [redacted] assured me repeatedly that my tires were aligned and that I could back the car off the Auto Transport Trailor (ATT). I proceeded to back up when we heard a "crunch" sound. [redacted] immediately yelled for me to stop and to pull back forward. Unfortunately, his timing was off and the damage had been done. Due to employee error and misjudjment, my bumper had been wripped off of my car along with mud flap damage and ancillary clip/plastic damage had ensued under the car/bumper as well. [redacted] told me to pull back forward, and I did. He then placed wooden blocks under my tires and told me to back up again. I did and removed the car from the trailor. However, due to his ealier misjudgement, my bumper was damaged. [redacted] acknowledged that due to his error, the bumper had been damaged, and he pointed the damage out to me.

The quote I received from [redacted] at [redacted] located at [redacted]. [redacted] to repair the bumper is for $821.96.

I insist that U-haul pay for the repairs sustained to my car.

Furthermore, I had previously purchased insurance on the Auto Transport Trailor (ATT), for my March 15th, 2013, move, through U-haul's [redacted] located at [redacted] adjuster, [redacted] at [redacted] had no interest in completing an accurate, truthful investigation, and had no interest from the "get-go" in issuing a check for this damage caused, and she stated U-haul is not at fault and will not be paying for the damage .. nor will [redacted] Co.

Her statements to me were lies, incorrect and faulty as she stated "Uhaul does not use wooden blocks to assist customers."

Her investigation was faulty. Who is not telling the truth? Again, I am a witness as well as my daughter.

She is 100% wrong as [redacted] did use wooden blocks while attempting to assist me!

Furthermore, Assistant Manager [redacted] at the [redacted] U-haul location of [redacted]. [redacted] stated to me that U-haul Auto Transport Trailors are notorious for wripping bumpers off of low bearing cars. He stated this happens quite frequently, and that U-haul employees are supposed to offer wooden blocks and/or wooden 2x4's to assist low bearing cars to make the "clearance" needed to avoid damage to bumpers, etc. Assistant Manager [redacted] also stated he was sorry U-haul did not disclose this information to me back on November 22nd, 2012 when I rented an Auto Transport Trailor from their exact location, and the same thing happened back then resulting in $366.52 worth of damage to my car when my cousin removed the car from the faulty trailor. (bumper repair and 2 day car rental charge inclusive) Assistant Manger [redacted] apologized for not dislosing to me, back in November, the repeated problems U-haul has seen, and is aware of, regarding bumpers being wripped off of low bearing cars when auto Transport Tailors are utilized, and he apologized for his employees not offering to utlize the wooden blocks while assiting with the loading and unloading of my 2012 [redacted] back in November as well.

These U-haul trailors are faulty as they are not congruent with low bearing cars. Per U-haul Management, U-haul is fully aware that their trailors often wrip bumpers off of low bearing cars, and they acknowldeged they need to assit customers by utilizng wooden blocks or 2x4's to enable low bearing cars to make clearance on their trailors to avoid hundreds of dollars of damage being imposed onto bumpers and parts under the bumper/car as well.

I insist U-haul and [redacted] be investigated, I am requesing reimbursement in full for the two bumpers being wripped off my car due to the faulty U-haul trailors and employee error.

- Incident that happened on November 23rd, 2012, resulted in $366.52 worth of expenses paid by me. Included bumper damage repaired by [redacted] and two days worth of [redacted].

The recent bumper damage that ensued due to U-haul employee error and the use of U-haul's faulty Auto Transport Trailors has resuled in $ 821.96 per quote from [redacted] at [redacted] located at [redacted]. [redacted].

Please phone me directly regarding any questions you have. I will give you a personal account of what happened, and my daughter was present during this March situation as well as she also witnessed the employee error.

I will fax your department the receipts resulting from the damage caused to my car in November of 2012, and I will fax the the recent repair quote conducted in relation to the March 16th incident as well.

I am seeking fair justice for myself as well as monitary compensation for others in **, and across the nation, who have been defrauded by U-haul in this manner.

Please seek recalling these Auto Transport Trailors and providing [redacted] with restitution payments due to them.

Thank you, [redacted] (mobile)Desired Settlement: U-Haul needs to ethically reimburse me for the damages U-Haul's faulty Auto Transport Trailors caused to the bumper of my car ... twice ... coupled with the fault hinging on employee neglegence and error as well.

Business

Response:

March 28, 2013Thank you for your concern for our customer [redacted].Our U-Haul Company of Western AZ followed up on the information [redacted] provided. [redacted] damage claim is being handled by [redacted] Company. She will be contacted by them once a resolution has been reached.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.This complaint is against [redacted] and U-haul. Adjustor [redacted], with [redacted], disclosed erroneous information to me, had no interest in ethically nor morally assisting me with this matter and is ether inept in her job, conducted a fraudulent investigation of what really happened, or U-Haul employee, [redacted], lied to her. She tried telling me [redacted] will not be paying for the cost to repair the damages to my car because her investigation found "no fault" on U-Haul's part. This is false information. [redacted] boss refused to phone me back, and U-Haul Manager [redacted] ([redacted] location) does not return phone calls and was not interested in assisting me when I tried speaking with him the first time. Assistant Manager [redacted] promised to return my call, but hasn't. He disclosed to me his employee [redacted], who caused the wripping off of my bumper and damage to the mud, flap, stated the damage was already there before he assisted me in unloading my car. This is a vehement lie! My daughter and I both witnessed [redacted] damaging my car, firsthand, as [redacted]'s miscalculation of putting the wood blocks behind my front tires, too late, caused the wripping off of my plastic bumper and damage to the mud flap (driver's side). The only previous nominal damage done to the car was done the night before, when the [redacted]lifornia, U-Haul workers failed to advise me wooden blocks or 2 x 4's needed to be utilized in order to create clearance for my car to properly load onto the trailer. I heard a scraping sound on the front passenger's side of the car, and this is when a small piece of plastic was scraped/indented on the plastic engine cover located under the car. In fact, I personally pointed this out to [redacted] when he was trying to loosen the tire strap the [redacted], U-Haul workers put on incorrectly (threaded incorrectly) and put on too tight. Again, this small scrape/indent on the plastic was located under the car's engine on the front passenger's side. This small scrape is non-visible and created no structural damage to the car whatsoever. It is also not included in the cost of the quote to repair the bumper and mud flap that [redacted] caused to my vehicle. I have contacted management at the [redacted] U-Haul regarding this many times, but they are dodging the issue. It appears [redacted] may be lying to keep his job. My daughter and I will attest to what we witnessed on the morning of Saturday, March 16th, 2013, when due to [redacted]'s poor timing, in telling me to back my car off the auto transport trailer, but after hearing the crunching sound, he yelled "stop," and [redacted] then told me to pull back forward. I did so, and that's when [redacted] proceeded, in hindsight, to place the wooden blocks under the front tires. He then directed me to back up again, which I did. [redacted] then proceeded to lift up the broken part of my bumper, with his fingers acknowledging the bumper had JUST BEEN DAMAGED, and he apologized. Any other statement from this is a lie. I demand the cost to replace/repair my bumper and mud flap be paid in full by either U-Haul or [redacted] insurance. Neither of these companies will get away with this blatant breach of truth in breaking Consumer Protection Laws. This is beguiling fraud in it's finest. What a great standard of zero moral integrity and zero truth. [redacted] Regards,[redacted]

Business

Response:

April 12, 2013Thank you for your continued concern for our customer [redacted].Because [redacted] claim involves damages, she needs to keep in contact with her agent at [redacted] Company to receive a resolution.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Uhaul has repeatedly demonstrated it's non-interest that it's Assistant Manger, [redacted] and G.M. Manager, [redacted], do not return phone calls to disclose acknowledgement of their employee's error ([redacted]) which caused the 2nd damage to my car. They are a sad reflection of Uhaul's failure to uphold consumer protection laws.Revdex.com, U-Haul will continue to hide behind the phone as their managers will not phone me back to acknowledge responsibility.I suggest you pursue this complaint with [redacted] directly ... I provided their contact information to you in the original complaint. Good luck; they are both cut with the same cloth of immorality and fraud.[redacted]Regards,[redacted]

Review: I am extremely frustrated with trying to resolve an issue with a Uhaul location at [redacted]. I reserved a truck and movers online at www.uhaul.com. After the initial reservation was placed, the movers [redacted]. Hired through [redacted]- through Uhaul.com) contacted me to arrange a specific time for the move. During that call, I asked if the movers had an appliance dolly because I needed to move a washer and dryer. The [redacted] representative I spoke with told me that I would need to rent an appliance dolly through Uhaul because they could not provide equipment per their "contractual agreement" with Uhaul. I responded that that was no problem- I could rent one along with the Uhaul truck. I then went back online to update my Uhaul reservation. I updated the size of the truck, the pick-up time and reserved an appliance dolly. On the day of my move, June 28th, I arrived at the Uhaul location at 5:15pm to pick up my 14' truck and appliance dolly. The Uhaul representative then informed me that they were "out of appliance dollies. Sorry, we've had that issue all day". I was (and currently am) angry that my reservation could not be honored. They ended up supplying me with a regular dolly "hopefully, that will work out for you". The movers arrived on site and initiated the move. Towards the end of the move, I reminded the gentlemen about the washer and dryer. They both looked stunned and said that they could not move the washer and dryer with a regular dolly- they would need the appliance dolly. They then said that they could "try to move it down the stairs but, they might hurt themselves or my appliances.". What was I supposed to do at that point? I could not order them to move my equipment. I was forced to leave my washer and dryer in my apartment that day. My Uhaul cost (truck, gas, labor and tip) $97.01 + $22.50 + $124.95 + $40.00 (respectively) = $284.46. I had to then hire two additional movers on another day to move my washer and dryer. The cost for that move (labor and tip) $125 + $15 = $140. Total spent on moving a small, one bedroom apartment with minimal furniture totaled out at $424.46! All of this because of a failure to provide $10 rented appliance dolly as included on the sales presentation via the online order. I filed a complaint with the direct Uhaul location. I was contacted by a woman named [redacted]. [redacted] was abrasive and a pitiful, embarrassing representation of customer service on Uhaul’s behalf. [redacted] explained to me that the "reservation is not really a reservation". What does that even mean? I explained my frustration with the fact that I placed a reservation and the store was unable to fulfill my reservation with the required equipment. She explained that each store starts out with the same number of appliance dollies each day however, if a customer comes in and needs one- they have to give it to them regardless of any future reservations. This does not make sense to me. Why give customers the option to reserve equipment if you cannot provide said equipment? [redacted] also told me that the Movers are not contractually prevented from not providing equipment. However, under the Customer Service tab at www.[redacted] it says "Do Moving Helper’s provide a TRUCK or SUPPLIES? No, we are a connection to labor only services. You can visit uhaul.com (hyper link to Uhaul website) to order a truck, or any moving supplies you may need.". [redacted] then recommended that I contact the movers directly because “that is on them”. I chatted with a [redacted] representative and was told that they could not do anything because the movers had been paid out already. I then filed a complaint with [redacted] via [redacted]. I received a response from [redacted] that states, the fault is on Uhaul because the proper equipment was not provided. All parties (Uhaul, [redacted] and [redacted]) are pushing blame/responsibility onto the other one. The main issue is that I followed all provided instructions (reserved equipment required to complete my move in one trip as outlined on Uhaul website, [redacted] website and phone conversation with [redacted]) and I am being penalized for the business’ failure to deliver on the reservation.Desired Settlement: [redacted] (with Uhaul) first offered me a "VIP credit. I declined. After this colossal nightmare of an experience, I very regretfully doubt that I will ever use Uhaul again. [redacted] then offered to send me a $50 check as part of the 'Uhaul Reservation guarantee" (even though the reservation wasn't really a reservation.) While I appreciate the offer of $50- that is minimal compared to the total amount I've spent on this move - $424.46. I expect to be reimbursed the total amount of the Uhaul reservation ($284.46) because of the a) failure to deliver on the reservation, forcing me to have to hire additional help and b) overall experience with reservation and customer service ([redacted]).

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Charlotte regional office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], Please accept my apology for the problems you experienced with your reservation. Although U-Haul makes every effort to ensure your equipment is available for you when you arrive, there are times when you may be referred to another location. This is when we offer the $50.00 reservation guarantee. I do see that the GM has submitted a refund check in the amount of $50.00, that was cut on July 7th and is being delivered via first class mail. Unfortunately, we will not be able to refund for your moving help, but I can offer an additional $50.00 VIP certificate to use towards a future rental or purchase with U-Haul. I hope you find this as a satisfactory resolution and we look forward to the opportunity to help you with any future moving or storage needs. Sincerely, [redacted] Executive Assistant U-Haul Co. of Charlotte

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable.

I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.

Regards,

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Charlotte regional office, reviewed the information [redacted] recently relayed to your office. Please be advised we have met our contract obligations by issuing a refund for the $50 Reservation Guarantee Fee because we did not have the appliance dolly available. Because we value [redacted] as a customer, we also sent her 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. There will be no further refunds issued.

As a side note, it would seem that a company that is hired to provide the labor to move an individuals household would have the appropriate equipment that would enable them to do the move.

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,

Maria Palmisano

U-Haul International

Review: The personnel at the U-Haul U-Box location will not schedule a time to pick up the U-Boxes at our house after numerous requests. They will also not call back. We have called several times and spoke to the manager, [redacted].Desired Settlement: Pick up the U-Boxes from our location. We have already been charged the delivery and pick up fee.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]a [redacted], a Senior CSR for U-Haul International, contacted Ms. [redacted] to obtain additional information in order to research her concerns further. Ms. [redacted] relayed her U-Boxes had been picked up and she had no further issues.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had them install a hitch and the wiring on my 2013 Chevy Equinox in March 2013. I went to U-haul to rent a trailer and they said I could not because the wiring did not work properly. I went back and they tried to repair it and had to order a special part. Once the part came in I went back and they installed it. I went into U-haul again to rent a trailer and once again I could not because the wiring did not work properly and it is their policy that all turn signals etc... has to work. I went back to the U-haul in [redacted]nd they said I had to talk to [redacted] who was not working that day and to come back. I called and but they had their phones transferred to their customer service so I could not get a live person in the store location. It is now November and my one year warranty is up soon and I have not been able to use my hitch since I got it installed.

Product_Or_Service: Hitch and wiring installed

Order_Number: [redacted] part code

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

I want them to either fix it and extend my warranty another year or refund my money for the hitch and the wiring labor and parts.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She explained, after speaking to our GM who tried several times to get the wiring to work, she sent Ms. [redacted]the following email:

[redacted], We apologize for any inconvenience, and will refund the cost of the wiring ($113.40) back onto the credit card charged. Sincerely, [redacted] Executive Assistant U-Haul Company of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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. Please let me know when the refund will be processed.

Regards,