J.R.J. Tara Corporation

Review: I recently rented a U-Haul/Auto Transport from the Hwy 99 store in Vancouver, WA for pickup on 8/21 at 8am on a one way transport to the [redacted] Dr. U-Haul in Lebanon, OR (Order #[redacted]). Prior to the pickup date I contacted U-Haul to get the exact measurements of the Auto Transport. Due to the length of my vehicle I wanted to make sure the auto transport was long enough to handle the move. After contacting U-Haul customer service for the third time I finally gave up due to the customer service people repeatedly stating, "After we input the your make and model the computer automatically adjusts the type of transport needed for your vehicle and we cannot give you the exact dimensions of the type of transport you ordered." So, I walked into the Hwy 99 store at 8am and for pickup when the store stated the vehicle/auto transport was not at the Hwy 99 store it was at the [redacted] store located several miles away. So, after waiting in line and finally getting the news our vehicle/auto transport was not available at the Hwy 99 store we made our way to the [redacted] store. After again waiting in line at the [redacted] store the service attendant was very helpful and gave us an extra day/mileage for our troubles. However, after going outside to check out the auto transport and measuring the auto transport, it was approximately 3 feet short. So, we decided to try the tow dolly. After wasting several hours waiting in line and driving in between stores we found out the tow dolly would not work due to the dolly not being wide enough. So, we packed up the U-Haul and returned the dolly to the Hwy 99 store. The Hwy 99 store said the dolly would be refunded. After spending the weekend unpacking we returned the U-Haul to the [redacted] location in Lebanon, OR. The next day we received the receipt stating we owed an extra $0.44 for mileage and $25.00 cleaning fee due to pieces of cardboard in the back and a "weird" smell. Also, the tow dolly for $59.99 was not refunded. I contacted the UHaul and she stated she would not refund the cleaning fee or mileage due to the fact she had to detail the entire vehicle and she couldn't refund the tow dolly because it wasn't returned to her location. I contacted customer service again explaining the circumstances of the tow dolly and customer service said they input the make/model into the computer and it should have worked. They would not refund the amount for the tow dolly, cleaning fee, or mileage.Desired Settlement: At this point, I am so disgusted with UHaul that I would like a total refund in the amount of $87.00 for the 17' Truck and $59.00 for the tow dolly (total of $207.29 with mileage) for wasting my time and energy (and the tow dolly should have been refunded in the first place). The UHaul was clean at the time of drop off and a "weird" smell in back could come from anything. The associate at the Lebanon store even said she couldn't describe it. This could all could have been avoided by simply telling me the dimensions of the auto transport in the first place, having the appropriate vehicle at the proper location, and not charging a cleaning fee/mileage. I have rented from U-Haul several times in the past and will 100% avoid going back to the UHaul store due to this complete disaster.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] to discuss his concerns and he requested she call back. When she did there was no answer. She left a message explaining she had issued a refund for the dolly and the cleaning fee for a total amount of $84.44.

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.

Once again, this is far from the truth of what actually happened. I actually did pick up the phone and talk with the lady and explain to her that I was at work and was unable to talk for long due to the fact I work for a fire department/ambulance service and was on a call. I explained to her I would have to call her back but she was unwilling to give me a phone number to contact her. She asked if she could call me back in 10 min and I said, "Yes" because there was no other option as she wouldn't give me a phone number. She left me a message stating what she would do, but no return phone number and when I called the number on the caller ID, nothing. Originally, I asked for a full refund. The refund of the tow dolly should have taken place anyways. When I returned the tow dolly to the Hazel Dell location off Hwy 99 the employees said it would be returned and it actually wasn't and I should have never been charged a cleaning fee as the U-Haul was clean when I dropped it off, but that's he said/she said at this point. So, again I want a full refund as the service you provided caused more headaches and wasted more of my time and what your offering is an absolute cop out. And if you call me again, understand I have a life too. So, if I ask for you to leave me a number so I can respond to you instead of having to deal with this through the Revdex.com and waste there time it's because I am in the middle of important business at work.

Regards,

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She pulled the recorded calls each time she contacted Mr. [redacted] and confirmed their conversation. The initial call on September 30th lasted 19 seconds. Mr. [redacted] said he was on the phone and relayed to Ms. [redacted] that she could hold or he could call her back. Mr. [redacted] stated she would call him back in 10 minutes and he replied that was fine. Approximately 28 minutes later Ms. [redacted] called Mr. [redacted] again and reached his voice mail. She left a message that she was refunding him for the trailer, cleaning fee and mileage charge. She also stated if he had any questions he could call her back at 1-800 789-3638 and provided his file number as well. After another review of the rental, Ms. [redacted] concluded no further refund would be issued.

I did confirm the refund for $84.44 was issued on September 30th, $59 back to Mr. [redacted]’s Visa account ending in 9423 and $25.44 back to his Visa account ending in 3684.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

So, I contacted the #[redacted] and that number is the general customer service line that took approximately 4-5 minutes to get through the phone tree and speak with somebody and to no avail. So, again I reject your proposed action and ask, again, for a full refund. I have also reviewed several online opinion boards and see that you have not taken care of many of your customers. I wish I would have read those before renting a truck from you. So, again, I am not wasting anymore of my time contacting you about this matter. YOU need to refund me for the total amount of the rental. The whole process was an absolute waste of my time. The trailer should have been refunded, no questions asked. I contacted you several times to make sure the trailer (auto transport) was the correct dimensions, and was assured several times that it was when only to find out that it was not the correct dimensions after 4 hours of trying to make the situation work. I should have never been charged a cleaning fee, as the truck was returned in a respectable manner. I should have never been charged extra mileage, as the lady I originally rented from promised I would not be charged extra mileage. I should not have had to go through this process for refunds that should have been taken care of in the first place (refund of the cleaning fee, mileage, and auto transport). So, the refund for the rest of the amount is about wasting my time!!!

Regards,

Review: I rented a truck from U-Haul ([redacted]) for an eight mile move. I brought the truck back but realized that what I signed out was 100 miles off (in other words, I only went 8 miles, but on paper appeared I went 108 miles). After much research, I found U-haul's clerical error. My credit card was then refunded the inappropriate over charges. Nonetheless, I have received numerous calls from a collection agency for the refunded funds. I have attempted NUMEROUS times to contact the UHaul store, UHaul headquarters, but I never get a call back. This is absolutely out of control and unacceptable. I have a flawless credit history and this is an unnecessary inconvenience. Moreover, this is illegal.Desired Settlement: I would like for UHaul to remove me from collections and to issue an apology.

Business

Response:

December 6, 2012

Thank you for your

concern for our customer **. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Central Georgia,

followed up on the information **. [redacted] provided. She informed

our office she spoke to **. [redacted] and offered her apology for

the inconvenience he experienced. She also advised him she had the

Promissory Note canceled.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: I was recently hospitalized for a heart problem and ran behind on my storage bill. I called U-Haul to ask if I could make a partial payment until I got back on my feet. They said they were a pay service only and would forward my request to the manager and then without my authorization, they withdrew full payment from my bank and now I can't pay my rent.Desired Settlement: Refund the payment, wipe out late month and one month free with no repercussions or mistreatment of property in the storage locker as it is my daughter's and not mine. I have been trying to help her and pay her storage. All I wanted was a little compassion and understanding from U-haul. Instead I got theft

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. As we value Mr. [redacted] as a customer, we 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,[redacted]Executive AssistantU-Haul International

Review: To Whom It May Concern:

I rented a 10' U-Haul truck from U-Haul Moving and Storage of [redacted], located at [redacted]. Driving the truck most of the way to my parents' home in a neighboring town was not a problem. As soon as I turned on their street, which had some snow on the outside edge of the road, the handling of the truck declined. The driveway had patches of snow on it, but was sanded and salted. I tried to drive up the driveway, but the truck became practically immobile on a minimal amount of snow. Trying to reverse down the drive with non-responsive tires resulted in the truck becoming stuck. An hour of that afternoon was wasted trying to work around the seasonal inadequacy of the truck. Looking at the tires, it appeared that they were balding and not suitable for driving in winter. Considering that the past Wednesday there had been about a foot of snow, this is seems pretty dangerous. I called the U-Haul store in [redacted] at ###-###-####, and the man on the phone admitted that the store was having trouble driving their trucks around their lot after the snow. However, he said there was nothing he could do, and said I would have to call roadside assistance if I wanted anything done about it. If I had known about the tire situation, I do not think that would not have rented this U-Haul.Desired Settlement: Per U-Haul's policy, the truck had to be returned with a 3/4 full tank. I do not know how much gas was wasted trying to maneuver the inadequately equipped truck around the driveway. Therefore, reimbursement for the $25.24 spent on gas for the truck is appropriate.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She sent her the following email:Good afternoon Emily, I have issued the refund you requested in the amount of $35.00 back to the credit card that was charged. If you have further concerns please feel free to contact me at ###-###-####. Thank you. [redacted], Exec. AssistantOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

To our demise (We have had negative experiences with this company in the past) my husband and I had to rent a truck from haul for a small move of some possessions into a studio space. We were extremely cautious and careful about our every move in renting and using the truck because we know from experience that uhaul makes many "mistakes" in its charging of its customers and rarely gives correct information regarding drop offs, etc. We rented a truck for one-way from the Uhaul in [redacted] in [redacted] and was given the truck with a completely full tank of gas. First, arranging for our one-way drop off was a HUGE hassle and confusing mess. We had to find a location, its address and its hours on our own because the information uhaul provided to us upon our pickup was incorrect. The drop-off location that was closest to where we wanted to drop off, we called, and was greeted by someone who could give us NO information on how to drop off our truck. ([redacted]). Because we were short on time, we went ahead with our move with the hope of an easy drop off at this location, and worse-case-scenario, we would have to take it to a different location about a mile away. After our move, we filled our gas tank with as much gas as the truck would accept - this was only about $12 worth because we hadn't even used 1/4 of our tank. We then dropped off our truck at the [redacted] (which was a parking lot with no obvious sign that they were actually the location we were looking for). A man met us, took our keys, and said we were all set to leave and that haul would send us a receipt. The next day, we were emailed a receipt that showed a picture of a gas gauge with only 3/4 of a tank of gas, and a charge for $35.93 for not returning our truck with the same amount of gas that it contained when we picked up the truck. It has now been 3 hours of us calling between customer service, the [redacted] Uhaul location, and [redacted] to find out why we have been charged for gas and with whom lies responsibility for this mistake. We have spoken to 4 different customer service reps to be told that we needed to speak with [redacted] because they were the ones who told Uhaul that the truck was returned with insufficient gas. We then called [redacted] and spoke with someone who told us "it's not my job" in giving us answers as to why they gave uhaul the incorrect information, and then we were hung up on. We then called the [redacted] location and spoke with an employee who told us that it was not their job to clear us the mistake with [redacted], and when we asked to speak to a manager, we were lied to and told that no managers were there that day. Then, again, we were hung up on. Uhaul CLEARLY does not know how to conduct business with their "partners" at drop off locations, and have now made it OUR problem. A QUALITY business would have resolved this situation FOR their customer, and apologized for the mistake. I am shocked and appalled that a company as large as Uhaul cares so little about their customers and the customer service that their employees are providing. There has not been ONE employee within the entire company that we have ever come into contact with who has taken any kind of responsibility or ownership for the problems we had had with our service and experience. It's very frustrating and disappointing, especially living in [redacted] and needing a reliable truck rental company for all of the moving we do. Unfortunately, our first terrible experience with uhaul was even worse, scamming us out of about $150 (that we were NEVER reimbursed), but what really bothered me about this experience was that it was only a $35 charge, yet it took hours of our time to try to remove it from our bill. What a shame..

Review: I was charged more for the boxes than orginally quoted. I was rushed to pack up my belongings which resulted in forgetting to pack things and them getting left behind. I was yelled by both a U-haul employee and the general manager of the location for needing more time than orginally planned. I was not given the option to purchase insurance for my boxes but was charged for it and then refunded it with out my knoweledge. Still not completely sure if there was insurance on my boxes but have a broken fish tank from the move that the insurance company provided by U-haul isn't sure if they are going to cover. I filed a complaint with U-Haul customer service on the 23rd of August about my horrible experience with that locations. I was told the marketing company manager would be getting in touch with me withing 24 to 48 hrs. Instead I got a call from [redacted] the general manger at that location which is who my complaint was mostly about. I did not wish to talk to her so I called customer service back and they said they would have someone else call me but she called me again. I called them back and told them what happened and they said they would reopen the complaint because [redacted] had marked it as resolved even though it was not and would have the mcp call me with in 24 to 48 hrs. Long story short with I had to call customer service another 4 or 5 times before I was finally contacted by someone other than [redacted] but it was by someone for the Cortland regional office not the San Diego so she could not help. But she finally gave me the number to the San Diego regional office and I was finally able to talk to [redacted] who has pretty much called me a liar and didn't really want to help me. She told [redacted] to refund me $35 to my credit card and offered my a $100 credit to use toward another U-Haul service. I am done moving I don't need a credit to use services with a company I never want to have to use again. They also advertise the u-box as 8x5x7.6 and don't tell you thats the outside measurements.Desired Settlement: I am not happy with what I was offered. I will not be needing anymore services from U-haul so why would I need a 100 dollar credit for it. 35 doesn't even come close to the difference in price I was charged. I would like at least a 50 percent refund from the company for all the trouble this has caused me and my family.

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of Oceanside, CA, reviewed the information Ms. [redacted] provided with our Company President, Mr. Kevin Scofield. Ms. [redacted] relayed that along with Ms. [redacted]’s dissatisfaction with our Center GM, she was upset due to the fact when she originally made her reservation, she opted for self-delivery of her U-Boxes. When she arrived to pick up her boxes, she brought her Ford Explorer, which is a prohibited hook up with a U-Haul trailer. Ms. [redacted] then arranged for store delivery, which was more in cost than the original quote. When Ms. [redacted] called to voice her complaint, Ms. [redacted] asked if she was aware that her Ford Explorer was a prohibited hook up and Ms. [redacted] stated she was because she had looked up the information on the internet. Ms. [redacted] relayed that Ms. [redacted] was refund the difference between what she paid and what she says she was quoted. She was also issued $100 VIP Certificate to help offset the inconvenience she experienced. Ms. [redacted] also mentioned RepWest Insurance Company reimbursed Ms. [redacted] $50 for the damaged fish tank. Mr. Scofield and Ms. [redacted] feel Ms. [redacted]’s concerns have been fairly resolved and no further refunds or adjustments will be issued.

I hope Ms. [redacted] will take advantage of the VIP Certificate we issued 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. The Certificate is also valid for two years.

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:

This is not what I told Ms. [redacted] what happened. I did not originally arrange for a self pick up. I told the general manager when I made the reservation that I needed to have it delivered because I knew the company did not rent trailers to Ford Explorers. I never went to U-haul to pick it up. This is a complete lie! The general manager paid no attention to what I was telling her and quoted me for a self pick up rate rather than a U-haul delivery rate. I even told her while we were still there making the reservation that it needed to be delivered. She still did not change the price quote and did not tell me it would be different. She even said to me the day they called me to drop off the U-Boxes "I am not sure why but I have you down for self delivery you wanted them delivered to you right". When I replied yes she still did not inform me that there would be a difference in price. Had she told me it would cost that much more than I would have found a way to pick them up myself. The only time my explorer was in that parking lot was to make the reservation. I did not show up there to pick it up as I never planned on a self delivery. I was not refunded for the difference in price. I was refunded $35 which is not the difference in price. I have already sent over the original quote. It was almost a $100 difference in price. I have not been reimbursed for my fish tank as the insurance person will not return my phone calls. As for the $100 credit are you serious? I have no use for that. I was treated badly and was unable to bring all of my belongings with me when I moved due to be rushed. That is not acceptable and if this is how U-haul values its customers then I am certainly never going to use any of its services again. I repeat I do not want your $100 credit. I want a refund for my troubles of 50 percent of what I paid. I will get a lawyer if need be. No company should tolerate the representatives calling customers liars as Ms. [redacted] as made me out to be and further more no company should allow their general managers to treat customers they way Ms. [redacted] has treated me and my husband. This needs to be corrected.

Business

Response:

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

[redacted], our Executive Assistant for our Oceanside regional office, reviewed the following information Ms. [redacted] provided and sent her the following email:

[redacted], After careful consideration of your complaint to U-Haul and to the Revdex.com, we have decided that the compensation previously offered is a fair resolution to your complaint. We will be taking no further action in this case. We appreciate your time and apologize for your inconvenience. [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 recently rented a U-Haul moving truck; I made the reservation online for a 26' truck to pick up in [redacted]. The evening before my move, on June 28, U-Haul contacted me saying that the only truck available was a 20' truck in [redacted]. Obviously, this did not match my guaranteed reservation and I again re-iterated my reservation for a 26' truck. The regional office did not know when one would become available (less than 12 hours before my move) and told me to wait, but they did not know how long. I called the regional office again a few hours later that evening and was told by [redacted] there were no trucks available in a 150 mile radius and that I would have to pick up a 26' truck in [redacted], a 5 hour round trip drive east from my home, and the tow dolly in [redacted] a 1 hour round trip drive north from my home. Total gas cost for just picking up the truck exceeded $150. Before agreeing to these terms, the national office and a customer service agent named Carol informed me that I would be getting a guaranteed total refund and possibly more. She said that U-Haul would contact me 72 hours after returning the truck. I did drive from my home in [redacted] then to [redacted] to pick up the truck then the tow, fully expecting the refund as promised. U-Haul never contacted me and when I called the national office then was transferred to the regional office, they refused any refund or compensation.Desired Settlement: I would like an apology from U-Haul and compensation for my time and money. They also need to correct their business practices and stop making reservations for trucks that they do not have.

Business

Response:

July 17, 2013

Thank you for your concern for our customer [redacted]

When our customers make a reservation, the location they select is preference only as our equipment is constantly on the move. In high demand conditions it is not unusual for a customer to have to travel to pick up their reservation. The customer is contacted the day before the rental to set up the location where the equipment is available.

We are sorry Ms. [redacted] had to travel to [redacted] for her 26-ft truck. Ms. [redacted]l was given 360 miles to accommodate for the distance. For this inconvenience we have e-mailed Ms. [redacted] a $75 VIP Certificate. This certificate is good for two years and can be used on the many products and services U-haul has to offer.

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

Sincerely,

Executive Assistant

U-haul International

Review: On Saturday, May 24, 2014 I placed an online order to reserve a 26’ box truck from U-Haul to assist with our move from [redacted] to [redacted]. The reservation included an appliance dolly and was to be picked up in [redacted] at the [redacted] location on May 28th and to be dropped off on May 29th at the [redacted].

Upon placing the reservation, we were advised that no location in [redacted] had the capability to produce a 26’ truck, which is why we chose the [redacted] location instead. Upon a scheduling change we needed to switch the reservation dates by 24 hours, picking up on the 27th and returning the 28th. We called the [redacted] location and were told that only managers were knowledgeable in rentals and I would need to wait an hour for a manager to return and call me back. The representative then began to take my phone number, but ceased on the last two digits and advised me to call back instead. An hour and a half later, I called back and was advised that no manager would be on duty at all that day and I would need to call back another day. Instead I called U-Haul customer service directly and was able to change the dates as needed.

On the morning of the 27th and rented the vehicle and were promised an additional 7 miles as U-Haul was unable to produce the vehicle in the [redacted] area. Our GPS took us to our [redacted] home using side streets and we shortly arrived there and loaded the truck with our belongings. The ramp for the truck was somewhat difficult to use, but we were able to operate it successfully. Once the vehicle was loaded, we departed the [redacted] residence and our GPS took us toward [redacted] using the I-5 freeway. Immediately upon entering the freeway and accelerating above 40 miles an hour, the steering wheel and shaft began to shake; the vehicle would not reach a speed above approximately 50 miles per hour. At about ¾ of the trip to [redacted], smoke began to periodically emit from the trucks rear axle; this was confirmed as we had a vehicle following the truck. Closer to [redacted], the driver’s-side mirror began to tilt as if loose in the setting; shortly thereafter, the mirror fell off completely while we were operating the truck. Luckily, we were able to notice it start to fall and kept it from dropping into the freeway. We again called the U-Haul customer service and advised of the issue, customer service advised that –because we were close to our destination- we could drive the vehicle to our new residence and unload before returning the vehicle to a new drop-off location at [redacted]. I was also told that we would be able to rent a storage shed at an [redacted] location for a reduced cost. Upon being ‘transferred’ to the Everett location I was told that the information was inaccurate and only the [redacted] location had storage sheds, but none in the size we were searching for. We managed to stop the truck shortly thereafter at our new apartment complex which was less than a half-mile from the new U-Haul drop-off location. The truck was unloaded and we returned to truck to the new drop-off destination, refueling at the [redacted] station directly next to the U-Haul location. Under the circumstances, we utilized the overnight drop-off option.

The following day, we spoke with customer service yet again and were promised a $75 “VIP Coupon” towards a future rental. Reluctantly, and with this coupon, we decided to rent another 17’ box truck to complete our move on the 30th of May and returned the following day. I then discovered that the price for trucks had doubled, and I would be paying almost as much for the 17’ truck as I did for the 26’ truck. Frustrated, I called the customer service line again and was told that there was absolutely nothing else that could be done as compensation. On such short notice, we were forced to use U-Haul a second time. However, we were unable to obtain a pickup location from customer service; the [redacted] location was chosen again for the drop-off location. By the time we received the reservation confirmation, the drop-off location was still not listed and we called customer service to obtain it. We were then told that it would not be chosen until the day of pickup, and we would have to call back at 6 am. Frustrated even further, I was advised there was nothing to be done to speed up the process or locate a pickup location. I decided to check our reservation status frequently and very soon thereafter found the pickup location listed; this occurred so soon after the last phone call that I was suspicious that the information was available the whole time and the representative was unqualified to use their systems.

The following morning, we arrived to the pickup site of the second truck in downtown Tacoma, WA. We were assisted by the General Manager, [redacted]. We advised we needed a dolly and were told we would receive another appliance dolly with our rental. Upon telling [redacted] about the $75 VIP certificate, we were told that it would be applied at drop off and not at rental, that our payment at rental was only a ‘deposit’. We rented the vehicle and returned to [redacted] to complete our vacancy. The second vehicle also displayed signs of ill maintenance, such as shaky steering column and strange engine noises, but not on the level of our first rental. Upon arriving at our [redacted] residence we discovered we were not provided with a dolly. The belongings were then unloaded at our [redacted] residence, the truck refueled at the same [redacted], and the vehicle deposited (again overnight) to U-Haul at [redacted].

The following morning, I was notified by my credit card of a $45.57 fee for refueling. Amazed at this exorbitant cost, I called U-Haul to dispute as I had not authorized the charge, nor did U-Haul make any effort to notify me of the charge before processing it. The U-Haul customer service call center advised me that U-Haul does NOT maintain credit card information, and they were unable to explain why I was charged these fees without any notification. This caught my attention as I had at no point authorized U-Haul to maintain or save my credit card information; I am very careful about my credit info. This began a chain of calls and transfers to U-Haul customer service during which I was hung up on and disconnected deliberately. I had attempted to contact the drop-off location but they do not answer their phone and all calls were routed to a call center. These instances included speaking with one representative speaking over me to collect my personal information while I was explaining the situation, then the call was disconnected. On the following call, the representative advised she was filling a complaint form and refused help once I referenced contacting my attorney; according to her, U-Haul policy forces her to disconnect once an attorney is referenced and she stated she was deliberately disconnecting and did so as I demanded her supervisor. On one of my final calls, I was FINALLY able to reach [redacted], who was the only person in all of U-Haul who had any idea how to handle the situation and had any talent for service. [redacted] was very professional and took my information and fulfilled a dispute for me and advised that I would be contacted back within 72 hours, but could not help expedite as it was a weekend. Of all my contact with U-Haul, [redacted] was the ONLY representative that deserved her job.

After these calls, I contacted my credit company and advised them to place a stop-payment on the $45.57 as I was not notified of this charge for authorization, nor did I permit U-Haul to maintain my credit card and complete transactions without prior notification. My credit company, [redacted], then contacted U-Haul customer service and we explained the situation to the credit department there. The U-Haul representative advised that she was not from customer service and would not be able to help and would transfer me to customer service. At this point I declined yet another transfer and demanded her supervisor; the representative told us we would be transferred to a supervisor and promptly transferred us to customer service again, not a supervisor. Once the customer service representative confirmed she was not a manager, I demanded a supervisor and refused to go through my chain of events again. I was finally put in touch with [redacted], who claimed to be a manager of the credit department. I explained the situation and demanded an explanation of an additional $121.88 I was recently charged by U-Haul. [redacted] stated these charges were for refueling the first vehicle, as well as mile overages and an improper drop-off location fee. At this point I was irate to discover these improper fees, especially after the situations with the first truck and demanded an immediate refund. [redacted] stated that he would refund some of the fees but not all. I stated a partial refund is unacceptable and I again demanded a full refund, at this point I also reiterated my intent to contact Revdex.com and the [redacted], as well as an attorney. [redacted] told me that a full refund “is not going to happen” and that if I did not accept his resolution, he would not forward the matter any further as he was “authorized to handle all escalated matters.” I then demanded his supervisor and [redacted] absolutely refused, stating again that I would have to accept his resolution; when asked what U-Haul would do if I declined [redacted] stated that I should proceed with a lawsuit as it would be the “only way” I had a chance to get my money back. Again, I demanded [redacted]’s supervisor and he refused and stated he was disconnecting purposely as the call was not progressing, [redacted] disconnected as I demanding he not do so.

Once back in [redacted], I stopped in at the U-Haul location at [redacted] and demanded a supervisor. I spoke with two representatives, one of which states he was a General Manager in training, and they both reviewed the file; at this point I was promised there was “something they could do” as the issue with the mirror was in fact a safety issue, which was not given such attention upon our initial report to U-Haul upon the occurrence. I was then advised that [redacted] was the only person to leave any kind of note on my file. After a few minutes the General Manager in training left the building and I was left with the regular associate who continued to review the file and advised that I would need to wait for the actual manager to arrive. I continued to wait while the representative reviewed the file. After some time I asked how long the wait would be and the representative told me the manager would return in an hour. Absolutely irate that I was expected to wait that long without even being told until I asked I left the building on the promise that the manager would reach out to me upon their return; of course, this did not happen. As such, I am continuing in my intent to reach out to Revdex.com, [redacted], and an attorney as an officially designated U-Haul representative advised this was the only option.

For record purposes, the reservation numbers on both rentals is [redacted] and [redacted].Desired Settlement: See complaint description

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. A refund for extra charges were issued back to Mr. [redacted]’s Master Card account in the amounts of $175, $121.88, and $45.57 all done on June 6th. The refunds should post on his next credit card statement. Ms. [redacted] also assured our office the rentals have been discussed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: My husband I rented a UHaul in [redacted] to move all of our belongings back to [redacted] because he deployed at the end of May 2014. On our way traveling back to [redacted] we encountered terrible thunderstorms. When we were unpacking the belongings that were in "Moms Attic" part of the truck we noticed that the boxes and belongings we sitting in puddles of water. And all of the blankets that were covering our belongings near "Moms Attic" were soaked. We have water damage to the box of our subwoofers, two coach purses have water damage from being in a soaked box, a tv stand is warped, and boxes of dry goods including tastefully simple products were soaked, other boxes had clothes that had to be washed. Online the Safemove coverage that we purchased states that "Safemove provides protection for the rental truck and everything inside it,(including cargo, drivers, and passengers)" They do not check the trucks to make sure they do not have damage. If we knew that they didnt properly inspect their trucks we would have never rented a truck from them.Desired Settlement: We want our money back for all the damage they caused because they do not properly inspect the vehichles that they are renting to customers.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Area Manager for our Northern [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office Mrs. [redacted] filed a damage claim with RepWest Insurance Company. He recently left a message to call back if she had further concerns.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

Very poor customer service. Took over a half an hour for someone to help pay a bill. Now apparently they make a note that I can never rent another truck from uhaul due to there poor service. I will never use this company again. This is twice I have used them in the past 2 years and both time very very poor service.

Review: Uhaul rented my husband and I a defective trailer which had a hole in it and has refused to reimburse us for water damage done to our bed and other furniture.Desired Settlement: Uhaul rented my husband and I a defective trailer which had a hole in it. On our drive from Birmingham, AL to Baton Rouge, LA it began to rain and once we got to Baton Rouge we noticed all of our belongings were soaking wet.It destroyed our bed and caused damage other items.They have refused to reimburse us for water damage done to our bed. They sold us a defective product without telling us which caused damage to our belongings, so I would like a full refund of the $113 dollar rental cost.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mrs. [redacted] provided. He informed our office he left a message for Mr. and Mrs. [redacted] requesting a return call and also issued a refund for $113 back to their [redacted] account. The refund should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On October 25th 2014, I rented a 6x12' enclosed trailer from Uhaul's Oneida NY location ([redacted]). I returned it, as asked, the next day to the Rome, NY location.I was using the trailer to transport expensive audio equipment for my DJ business. I rented the trailer because I was told it was enclosed.When I received the trailer, the inside was very dirty and I had to spend 30 minutes cleaning/wiping the floor before I could use it.When I used the trailer that evening, it was raining. When I arrived at my destination, some of my equipment inside was wet. It turns out that there was a leak in the roof of the trailer that allowed water inside and onto the contents. While my equipment was (luckily) not damaged, I feel that I deserve a refund. I paid for (and my contract states) an "enclosed trailer" and the company lied to me because the trailer was not fully enclosed.When I returned the trailer to the Rome, NY location on 10/26, the employee verified that the trailer was leaking water and needed to be repaired.I emailed Uhaul customer service the next day, and was told I would receive a response. I never received a response to my email. Today I contacted Uhaul again via the online chat on their website, and was told I would not receive a refund unless my equipment was damaged.Thank you!Desired Settlement: Though my equipment was not damaged, I do not feel that it is right for a company to lie to its customers about what they are buying ("enclosed trailer" vs one that leaks). I feel that the company should take ownership of and correct its mistake by doing the ethical thing and issuing me a refund.I paid $29.95 for the equipment rental, $8.00 for insurance, and $2.40 in tax for a total of $40.35. My contract number is [redacted].Thank you!

Review: I made reservations for 2 trucks on 6-22-12 to be picked up on 6-29-12,after numerous changes by uhaul I ended up with only one truck and they also sent me on a wild goose chase to pick up the other truck some 50 miles away. but when I got there no truck was there.I had to make 2 different trips on 2 different weekends to get the job done.which ended up costing me over 1000 dollars.I want my rental money refunded.uhaul's incompetence cost me a lot of money.Desired Settlement: refund my rental fee.

Business

Response:

July 16, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the challenges he experienced with his reservation. He also explained he issued a refund for the full amount of the rental, or $247.50, back to his Master Card account. 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

Review: U-Haul issued me a faulty truck that broke down on the highway 2 hours away from my destination. This happened on Saturday June 22, Today is Wednesday June 26, 2013. They have not contacted me to tell me where my belongings are and have informed me that they will not get them to me. The truck has been towed back to [redacted] and I need them in [redacted] as that is where I have moved to.Desired Settlement: My desired outcome would be to have my belongings returned to me in [redacted]; a refund of the truck rental; and reimbursement for the hotel stay on the 22nd, the rental car to get to [redacted], and the $50.00 that I paid for gas in the truck.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and made arrangements to deliver the U-Haul truck to her in [redacted]. She also relayed that a refund for the base truck rental fee plus her hotel expense would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] had contacted me and had delivered the U-Haul within two blocks of my new home. During my first conversation with [redacted], prior to the delivery of the U-Haul, we agreed that she would credit me for the truck, the gas I put in the truck, the hotel room, and the rental car I had to take to get from [redacted] to [redacted]. I have only received credit for the truck and the hotel suite thus far. On top of that, because the truck was not delivered to my home, I had to hire a moving company to cross load the truck and deliver my belongings two blocks away at a cost of $437.85. I have no problem paying for the moving company as long as the remaining $318.78 is credited back to me.[redacted]

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], reviewed the information Ms. [redacted] provided. She informed our office she had sent an email to Ms. [redacted] on July 9th requesting a more legible copy of her rental car receipt. Ms. [redacted] contacted Ms. [redacted] on July 18th asking about her refund. Ms. [redacted] explained she had issued a refund for $155, minus the Collision Damage Waiver fee and taxes as previously discussed along with $50 for fuel and $176.07 for the hotel expense. After she receives the rental car receipt, Ms. [redacted] agreed to refund one day use of the rental car, which is a total of $197.39.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: In November of 2014 the manager at the Uhaul location at [redacted] in charged my bank card without my knowlege. the charge was for 289.00 which over drafted and froze my bank account. upon discovering this charge I contacted uhaul costumer service who could not explain the reason for the charge since I do not have auto pay on my account. I was advised to contact my bank to dispute the charge which I did. I then received an email of the recipe for uhaul show my unauthorized payment and no balance owed. the next day I received a second email saying I owe almost 500 dollars. I have been in contact with costume service for uhaul several times in the past two months and keep getting told that a manage will be calling me and never hear anything back. I have saved every email I have received on this matter.

3Desired Settlement: would just like my families belongs out of the storage place and a truck to move the stuff to [redacted] where I now live.

Business

Response:

January 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed his concerns. [redacted] assured him they would not sell his belongings and he could come and get them at any time. [redacted] relayed he would check with his wife and that he would also need to rent a truck to move his items to [redacted]. [redacted] requested he contact her back to set up the move out.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We are moving and so I went online to [redacted] and ordered the 3-4 bedroom kit, so I went to check out online, and put all my information in , and it said error card was not authorized try again, so I did, and I check and rechecked my card a few times. Knowing there was enough money in there, I entered it all again. It said the same thing, I became fustrasted and decided I'd just go into the local store the next day and do it in person. So the very next day I was checking my accounts in the morning like I always do, and low and behold, there are two charges for $244.83. So at first I was fine, I'll just call and get the one amount refunded. So I called the 1800 # and explained the whole situation, letting her know that I would like to pay for one set but I didnt need two and I was overcharged, she transfers me to CS which I had to retell my whole story over again, just to be told, "thats the buyers club problem, ill transfer you" it rang twice and then hung up. I was like really? So I called back, same process, HUNG UP AGAIN!! I called back the 3rd time asked that I not be transfered without them talking I don't want to explain my story AGAIN. so she said here is the number to the buyers club etc. I called 5 different times just a busy signal. I became fustrated again and decided i'd make a trip to the store in the morning. I went to the local store in Rapid city on deadwood ave.and explained, she said well lets look it up with your CC so I gave her my CC that I used, nothing came up, then she asked for my confirmation numbers. but I never got one. The online told me it didnt go through, I then pull up my bank account and showed her the 2 transactions and she agreed ya thats us, but without a confiramtion number there is nothing I can do about it. REALLY? $489.66 of my money? and you can't give it back? So now I'm out that money and it wasn't budgeted and this is really hard, and no one can help me. I WANT MY MONEY BACK!Desired Settlement: I want $ 489.66 deposited back into my account! Immediately!

Business

Response:

August 21, 2014Revdex.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. He advised our office he left a message for [redacted] requesting a return call. He also explained he was unable to see any charges for [redacted] and no order has been sent to our U-Haul Center. The amounts may have only been holds on the credit card account that will drop, if not already. [redacted] can contact [redacted] to discuss further if necessary.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 reserved a U-Haul two months before we needed it to move from [redacted], [redacted] to [redacted], [redacted]. The trip is over 5,000 miles and is one in which we have done three previous times with no issues whatsoever. One of those three previous times was in a U-Haul. I had asked multiple times for a low-mileage vehicle because of the distance of our trip. I was told several times by the [redacted] office that they had quite a few low-mileage vehicles on their lot. When I went to pick up the vehicle in [redacted], I found out that the vehicle had close to 90,000 miles on it. I was devastated and in tears (literally, ask the [redacted] drop-off location) because the [redacted] office had virtually stated that I could get something with low miles. Additionally, the vehicle was filthy. There was dirt and oil all in the vehicle, and there was oil splashed all over the outside steps to get into the vehicle. I was concerned about this but the ladies kept saying that the vehicle had $1400 put into it recently, so I shouldn't worry. I called [redacted] to complain, and they said that this was the only vehicle available. I had no choice but to t**e it as we were going to settlement on the house in a few days, and I had to move my belongings out within that time. The ladies in [redacted] did clean the vehicle after I complained.

We started on the trip four days later (5/28/13). My daughter was driving behind me along with three cats in her vehicle; I had an additional cat in mine. The first day went o[redacted] because we were on fairly flat land. On the second day, a small wrench and cog light came on. I thought that it might be a computer malfun**ion and that it would go off eventually after the vehicle set overnight or so. The beginning of June, while driving in [redacted], we conta**ed U-Haul because the truck was not going into passing gear. They essentially told us that there was nothing they could do. I was really upset as I was having to push the gas all the way to the ground and the vehicle would barely go up mountains plus since I am 68 years old, it was killing my hip. I was in a lot of pain. We continued on to [redacted], where we stopped at a [redacted]. [redacted] was kind enough to run a diagnostic on the truck and found out that the speed control part of the computer was malfun**ioning, which meant that the vehicle did not know when to go in passing gear. The guys at [redacted] called the U-Haul company in [redacted], [redacted], and the man there said that there was nothing they could do until the vehicle broke down. [redacted] and his supervisor also confirmed that because the vehicle did not know when to go into passing gear that the RPMs would continue to stay high (in the 5 range) and that this would cause the truck to eat up gas. They explained about using the Overdrive button along with shifting into a lower gear. No one at U-Haul had mentioned this and the guys at ** said that using it should help. We left [redacted] and when starting up a mountain, I attempted to use the overdrive button along with moving the gear down. This did absolutely nothing. In f*, when doing this, oil starting coming out of the tail pipes and dispersed all over my daughter's vehicle, which was driving behind me.

This went on for days. We would call U-Haul to complain about the truck: the no passing gear, the oil le**age, the continued wrench and cog light in addition now to the coolant light coming on. We would go up mountains, and on one mountain, the truck basically stopped. My daughter who was driving behind me would have to put on her caution lights every time this happened as large 18-wheelers would come up on us quickly. If they had not seen us, we could have been majorly injured. Our vehicle was disabled and could only drive right on flat roads. Anyone who has driven in [redacted] knows that there are not a lot of flat roads. We had to fill up the truck with gas all the time. We could only do around 300 miles a day instead of our usual 500 to 600 miles. The truck was broken and U-Haul wouldn't do anything about it, despite our continued calls.

We crossed the border into [redacted], and within an hour or so, the truck literally stopped on the highway. I had to start it up again and slowly get it to move to the side of the road as trucks were zooming by us. I got it to the side of the road. It was raining and my daughter had to walk up and down the highway in order to keep the cell signal. We called U-Haul about the bre**down. We were there for three hours on the side of the busy highway in the rain. The technician said that the transmission was out and towed the vehicle to [redacted], which was about 80 miles from the bre**down site. I had to get my cat and me loaded into my daughter's already packed up vehicle and we all drove to [redacted]. U-Haul had agreed to put us up for the night. They stated that they wanted to transfer our stuff into a new vehicle. We said that we would not agree to that as it had t**en four days to pack the vehicle along with 10-12 men. We had filled it to the top and were still packing it the day we left. It was just not acceptable to have to move all of it again, because it would not all go in again. The next day someone was supposed to call us; however, as we knew about U-Haul, they never call when they say they will. We called the U-Haul in [redacted] who told us that they were told to do a load transfer. We told them that was not correct. We got ready in a hurry and drove over there. When we got there, we talked to [redacted], who was the manager. We told him that we did not want out stuff moved. He called and talked to someone and said that what happened to the truck would be up to the [redacted] office (the ones that gave us the defective truck in the first place). After numerous calls to U-Haul, back and forth, U-Haul would only agree to pay for one hotel room, even though they had paid for two the night before and even though we had used two rooms the entire trip due to the number of cats we had. We also asked [redacted] about the truck's history. He said that he couldn't print out anything for us, but he did let us know that there had been a service complaint in April of 2013 stating that the truck would not go into passing gear; therefore, this meant that the [redacted] office knew the truck was not working corre**ion.

Our efforts to change the number of rooms were futile, even though one representative said that she could do it and thirty minutes later said that she couldn't. [redacted] had to pay for the rooms and for the new transmission, so they were not going to be very giving about the situation. We were in [redacted] for four days waiting for the truck to be fixed. We got there on Tuesday and didn't get the truck back till Friday. We left [redacted] that Friday morning and within one hour of leaving, the truck was not going into gear again and the truck was barely going up hills; we had to put on caution lights again and again. We had to call U-Haul back AGAIN and had to wait for them to sending someone. [redacted] played around with the vehicle and said that I needed to use the Overdrive button, even though the light on the button didn't work. He gave me his cell in case I had any other issues. We started again and the vehicle was doing much the same stuff. Now, however, it was not even going fast on flat land; it was just dragging along. I called [redacted] back and had to drive the vehicle back to his garage in [redacted]. He stated that he would find what was wrong and that there is no way he would let us back on the road until it was fixed. He was the first and only person who ever said that to us on the whole trip. My daughter and I went to lunch and came back. [redacted] told us that he had found a broken wire on the truck. It was the wire that told the computer about the speed of the truck. He said that there was something wrong with the coolant light but that we should just ignore it, as there was enough coolant in the vehicle to get us home.

This means that from the time we picked up the truck until now, there was a broken wire. That also means that not only did the U-Haul in [redacted] not check out the vehicle but also that the garage in [redacted] that replaced the transmission didn't check the vehicle. Essentially, all of these people didn't care whether we broke down or not. We didn't have any problems with the vehicle after [redacted] checked it. We returned the vehicle to a local place telling them that they really needed to check the vehicle out because there was still an issue with the coolant light and the overdrive light. We immediately put in a claim on the vehicle. This was on 6/14/13. I have probably made and received about fifty phone calls to and from U-Haul about this. I was told I would hear something within three days. I called back after a week and was told someone would call me; no one did. This has continued on and on. This past week, we received a call from the [redacted] office. [redacted] told us that they would pay for the food in [redacted], but nothing else because they had paid for the room. I don't care about the room. What I care about is the f* that I had the most hellish trip of my life and no one wanted to do anything until we broke down. The tension of driving a truck that was disabled was so stressful. I was a nervous wreck getting into that truck every day. I can't tell you how many times I cried because of how upset and scared I was. [redacted], however, a**ed as though it was not big deal. They paid for the transmission so that was good enough. That is not good enough. I called U-Haul after getting off the phone with [redacted] and told U-Haul that I didn't think it was fair to have [redacted] m**ing a decision on my case. They agreed and said that the corporate office would t**e it back and I would get a call. No one called. I called on Wednesday and was promised someone would call me at noon; no one called. I called yesterday and said that I really wanted to talk to someone and wanted to get an answer. I had a voicemail from someone last night saying that they had come up with a possible resolution, but he was leaving so I needed to call him today. I did that. What was the resolution? The [redacted] office would give us $250 back and a $100 gift card. Why in the world would I want a $100 U-Haul gift certificate? I told U-Haul AGAIN for the twentieth time that it was not appropriate to have the office that gave us the truck m**ing the decision. Who knows how much they had to pay for a new transmission. They are not going to put out any more money.

I have documented the names and dates of everyone I have ever spoken if needed.Desired Settlement: I have stated over and over to U-Haul Corporate and to the U-Haul in [redacted] that I want a full refund of the rental cost, which was almost $4000, and at least $1000 in cash towards the gas that we had to use when the vehicle was not working properly and was eating up the gas. This is what I want; nothing less.

I have documented the names and dates of everyone I have ever spoken if needed.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. She conta**ed Ms. [redacted] on June 24th and discussed her concerns. During his research he found that the truck she rented was on a current Preventative Maintenance schedule. Mr. [redacted] requested Ms. [redacted] forward her extra out of pocket receipts for review and reimbursement, such as lodging and meals, and then further research would be done regarding an adjustment on her rental.

On July 2nd, Mr. [redacted], a Senior Customer Service Agent, spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He offered to issue a refund for $300 as an adjustment on her rental along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] declined and stated she would be in contact with her attorney to contact U-Haul on her behalf.

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.

Response to Offer from U-Haul (7/3/13)To U-Haul International:I am writing in response to your discourteous offer ofsettlement on our U-Haul rental. I havemade the trip from [redacted] to [redacted] to [redacted] fourtimes. Two of those times were in aU-Haul. The first time was pleasantwithout any problems, but this last trip was far from pleasant. It was more like a disaster. We were given a truck that had problems tobegin with, and it just got worse from there. Before we left [redacted], the cog and wrench light came on and never wentoff until [redacted] in [redacted], found the broken wire. In regards to the transmission, we hadnothing to do with the transmission replaced. When we broke down eighty miles outside of [redacted], a technicianwas sent to check out the truck. Afterwe waited for three hours, he showed up and determined that the transmissionneeded to be replaced. No one elsechecked the transmission; it was replaced based on one man’s opinion. The truck was then towed to [redacted], andthe repair shop replaced with the transmission; they did not do anythingelse. I did not say that the truckneeded a new transmission. Despite thereplacement, we broke down again one hour outside of [redacted]. We waited in [redacted] for four days forthe truck to be fixed, yet, even after the replacement, the truck was stillbroken. The same things happened allover again. The cog and wrench light cameon and the truck was either stuck in first or second gear. It was not until [redacted] in [redacted] checked thevehicle that someone found out what had obviously been wrong with the truckbefore it even left [redacted], **. After [redacted] replaced the wire, the cog and wrench light went off, and wedid not have any more problems with the truck.I know that [redacted] in [redacted] insisted that the truck wasrepaired in April, costing $1400.00, but he never revealed the fact that othercustomers had reported that the truck was not going into gear. I know this to be true as the manager at theU-Haul facility in [redacted], showed the service report to us; however,he said that he could not give us a copy. I can only rely on what was shown to me and my daughter. Additionally, [redacted] blamed me for not doingthe offload in [redacted]. The U-Haulin [redacted] insisted that we take the truck when we picked it up, even though ithad high mileage and was covered in oil from the truck itself, so I felt thatif they pushed the truck on us that I was going to finish the trip with thesame truck. The truck was fully packed. The twelve men that loaded the truck used 14 toggle straps, 100 yards ofcord, and a several bungee cords when they helped me pack it. If anything was broken, it would have beenour problem. However, if you unloadedand reloaded the truck and things were broken, you would not have paid for thedamages. I do not think that this shouldbe used against me when trying to determine a fair settlement. I know that [redacted] in [redacted] had to pay for the newtransmission and three nights of lodging in [redacted], but why should that beheld against me? In my opinion, thetransmission was not the problem. If itwas, then the truck would have been fixed after the transmission wasreplaced. Since we broke down around onehour after leaving [redacted], it showed that the problem was not fixed.We are not asking for anything unreasonable. I am just asking that U-Haul refund the costof the truck rental and some gas money for all of the extra gas that the truckused when it was hobbling along from [redacted] to [redacted]. Because the overdrivebutton in the truck was broken, we were using more gas. We know for a fact that each time I tried toput the truck into overdrive, there was some sort of oil that spewed out of thetruck and landed all over my daughter’s car that was driving behind me. It was so bad that when it started to rain,she could barely see out of the windshield. We could not pull over because we were going up mountains. It was truly a miracle that we were not inany accidents. When we picked the truckup from U-Haul in [redacted], **, I noticed that there was oil on the steps ofthe truck, which I mentioned above, and pointed it out to the people at theU-Haul. They said that the truck had beenrecently repaired and there was nothing to worry about.One final concern: When the U-Haul in [redacted], WV, called us on June 10th,they wanted to know where the truck was. No one at U-Haul International had called them to let them know aboutthe breakdown and that we were running six dates later than we should havebeen.I have become quite disheartened by this process as it seemsas though everyone wants to blame me. Noone wants to listen to what I have to say. I didn’t break the truck, yet when I talked to [redacted] and [redacted], theymade me feel like all of this was my fault. I was under the impression thatnegotiation involved two parties, yet throughout this whole ordeal, it has beencompletely one-sided. Is this howU-Haul normally treats its customers? Whatever happened to taking responsibilityfor giving a customer a defective product?Please can we just come to some agreement on this issuesoon? I have moved over 5,000 miles andhave a lot to do. I have spent so manyhours on this and have gotten absolutely nowhere. This has been going on for over a month andhas been extremely stressful. Pleasecheck out the previous complaint on the truck. Please read everything that has happened.Thank you for your further consideration,[redacted] G. [redacted]

Business

Response:

July 18, 2013

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

[redacted] the Area Field Manager for the [redacted] dealer spoke with [redacted] the President of the [redacted] Regional Office to discuss Ms. [redacted]'s concerns. A full refund not being warranted, their decision is to refund Ms.[redacted] $1000.00 for her recent experience with her rental. This credit should appear on Ms. [redacted]'s next credit card statement.

Thank you again 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 while I feel that the amount offered is not sufficient, I am tired of dealing with this. I feel that more is due to me and have attempted to call and speak with Mr. [redacted] about this. However, I have not been able to get a hold of him after numerous attempts (the message states that he is unavailable) and feel that at this point speaking to him would be fruitless. I will wait for the business to perform the refund and, if it does, will consider this complaint resolved.I will need this money sent to me in the form of a check as I have changed my credit card and no longer have the card used to pay for the truck. I am not willing to give U-Haul my new credit card information. The check can be mailed to me at the following address:[redacted]

-[redacted]

Review: Notified of double billing and told me to deal with it by providing a list of steps for dispute resolution

I tried and these steps go no where but into a frustration loop of nothingness, they provided no other contact info, I emailed them back 4 days ago and now they are ignoring meDesired Settlement: 39.99 plus tax in US dollars

Business

Response:

May 27, 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 Southern Alberta regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message on the primary number listed on the Revdex.com file requesting a call back to personally discuss his concerns. She mentioned she did not see a duplicate charge but will obtain additional information from Mr. [redacted] if necessary.

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: The week of May 26, 2013, I started calling around companies that would be able to bring me a ubox or pod on Wednesday of that week. I talked to a guy at Uhaul and put my card down to reserve the U-box. He told me that someone would be calling me to finalize the information and take my payment. [redacted] Parra called me once while I was at work. I called her back the same day less than an hour later but got no response. I spent the entire day calling [redacted] on her phone and also emailing her personally. After a few hours, I started calling the customer service number. There was no one that could get my information to get my u-box to me. I spent all day with them. They would tell me that they send out a message and someone would contact me within the hour. The hour passes and I have to call back. I finally went to a store close to my house. It took a bit for them to transfer my information because the store it was at wouldn't answer the phone. Finally get the u-box ordered, it arrives almost an hour late to my house. I load it and call back in less than 2 hours. I understand why it took a while to pick back up but they told me that it would take 3 days before it can leave [redacted]. They then stated that it would take 10 days not 10 business days to arrive. That could have been a miss slip of the tongue. My box should of arrived by now. I actually called on Sunday because my truck broke down and I needed to have it delivered and not picked up. I was okay with paying extra money to do that. I tried to contact the store to no avail. I called the customer service but nothing they could do. They sent out more requests for someone to contact me. I had a manager from [redacted] call me. How you get from [redacted] to [redacted] but call me from [redacted], I have no clue. I called back again Tuesday since I hadn't heard but from the [redacted] woman. I talked to [redacted]. She stated that she would look into it and call me on Wednesday. Its getting late and I still haven't gotten a call from her.Complaint number [redacted]

Product_Or_Service: U-box

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to find out where my u-box is and why I was given incorrect information. If they can not get my box to me by end of this week then I would like all of my over $1,500 back. I have spent over 10 hours between the Week of May 26th to present on the phone with the U-haul customer service with complaints.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NM, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]’s U-Box had arrived and that she had issued a refund as an adjustment.

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

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of **, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted]’s U-Box had arrived and that she had issued a refund as an adjustment.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: This is a second complaint against UHAUL about a previous complaint - Revdex.com reference number [redacted].

I closed this complaint previously when UHAUL agreed to contact my parents to reimburse them for out of pocket expenses incurred due to extremely poor customer service and unroadworthy rental truck by Monday 12th May 2014. They did not honour this agreement, still we waited a week in the spirit of goodwill and have yet to hear from them.Desired Settlement: a call from the director and a refund

Business

Response:

May 21, 2014

Revdex.com ID#: [redacted], [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern regarding Ms. [redacted] and her parents, Mr. and Mrs. [redacted].

[redacted], our President for our British Columbia regional office, spoke to Mr. [redacted] and offered his apology as well as provided his address for receipts to be sent for reimbursement. Mr. [redacted] also left a message for Ms. [redacted] offering his apology and provided the same information as he did with Mr. [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