U-Haul International, Inc.

Thank you for your concern for our customer Ms. [redacted].[redacted], our GM at U-Haul at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $33.58 as requested for the miles she states...

she did not travel. He also offered his apology for the inconvenience she experienced. The refund was issued back to Ms. [redacted]’ [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,[redacted]Executive AssistantU-Haul International

they're charging me late fees because of their illegal debit from my checking account.  I want the late fees waived.  I also was promised that I would be contacted by someone higher up at Uhaul besides customer service and have never been.

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].Please be advised a claim for damages and/or a loss is handled by [redacted] Insurance Company, therefore, Mr. and Mrs. [redacted] need to contact their adjuster or a manager at [redacted] Insurance Company for 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

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 informed our office Ms. [redacted] was contacted and advised of a refund for $80 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,[redacted]Executive AssistantU-Haul International

November 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our GM for our U-Haul of Oakland, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:Mr. [redacted], Sir, my name is [redacted], I am currently the General Manager of Uhaul of Oakland, at your earliest convience, please give me a call at ###-###-####. My email address is [redacted]@uhaul.com. I hope to hear from you soon. Thank you.Mr. [redacted] also left a message with a gentleman that answered the phone requesting Mr. [redacted] call him back in order to personally address his concerns.  As we value Mr. [redacted] as a customer, Mr. [redacted] 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.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

Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] advised her he took his vehicle to a repair shop and was told the back clip...

was bent so the hook was not catching. The repairman charged Mr. [redacted] $5 to bend the clip back so it would hook. Mr. [redacted] relayed to Ms. [redacted] that the latch on the trunk was working fine after the repair.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

I will accept this resolution even though the faulty truck gate cost us hundreds of dollars more after our helpers left and we had to hire professional movers. I hope U-Haul will fix the faulty gate as well as the fuel gauge.

Thanks,

April 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $289.94 back to his credit card along with a $50 VIP Certificate in the hopes he will allow U-Haul to redeem itself in the future. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.Ms. [redacted] assured our office the issue would be addressed with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.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.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

As I stated in my previous correspondence, I was made to pay for some sort of overage, but could not be told what it was before because it was not my debt, so how could I possibly be liable for this "phantom" debt? This is an unsound and illegal business practice.

I reserved a trailer with U-Haul in March 2016. I received a confirmation text and everything but upon my arrival there were no trailers available. Just like me there were 3 other customer who were promised a trailer. Talking the employees at U-Haul this is a extremely common issue. This shows me U-Haul does not have an sense of their inventory. U-Haul offers a $50 customer satisfaction guarantee, no one at U-Haul told me this...I had to ask and find it on the internet on my own. I have been waiting for this $50 till today (Sept 2016). U-Haul customer service wrote down my address incorrectly and sent the check at an address that doesn't exist in APRIL 2016. Since then I have called customer service 12 times to correct my address and get them to send the check again. They have managed to send the check 3 times...but to the same incorrect address that doesn't even exist. Where do I go to complain about the incompetency of the customer service agents? During my 12 calls to U-Haul I am sure I have spoken to 12 different agents and none know who to resolve this issue. I wonder if this is agents fault or where the agents trained properly. U-HAUL has lost my business for life. I am not one that writes reviews on websites and all, but this is my worst experience with a company. Please understand that I have talked to at least 15 employees of U-Haul and in my opinion they all individually deserve a zero (0) in this review.

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, reviewed the information Mr. [redacted] relayed. Our dealer’s encounter with Mr. [redacted] was not pleasant due to the foul language and yelling Mr. [redacted] did while at the store. Mr. [redacted] explained he did in fact try and contact Mr. [redacted] to advise him how our U-Haul location was in the process of already renting out a trailer when he showed up early for his reservation.

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

Sincerely,

Executive Assistant

U-Haul International

I rented from U-Haul on August 20th and the AC was not functioning properly in the truck. It was an extremely hot day and combining that with moving heavy furniture, it was quite miserable getting into a hot vehicle. The AC would kick on on occasion but it was not consistent. After returning the truck, I was asked by email to rate my experience. Assuming that my issue would be addressed and given that I had no other complaints, I gave U-Haul (Irwin, PA) a 3 out of 5 star review. I contacted U-Haul by phone about my AC complaint and left a message asking for a call back. I never received a call. I submitted my complaint online and got a response from Robert who said he would inspect the truck. He replied back to me a couple days later and told me that there is nothing wrong with the vehicle. This was very frustrating to hear because I certainly did not make up my experience. I had two other witnesses in the truck with me and we were all quite miserable. I asked him to replicate our situation by driving the vehicle for some time and he replied back that this wasn't possible. He said that he needs to trust his "tools" and there is nothing else they can do for me. I told him that I would drop the issue but that I was not satisfied with the outcome. I decided to write another review and give another rating for that location. I explained that since my issue was not addressed in the correct manner, I am now giving the location a 1 out of 5 stars. I waited a few days and checked the U-Haul website looking for my updated response and they never posted it. They only posted my 3 out of 5 star review on their website. Because of that I explained the situation to customer service and Robert messaged me again saying, "Perhaps I was not clear when I stated I cannot replicate the conditions of your move.." and "It is not usually in our practice to refund for the malfunction of a creature comfort if the customers move is completed". This condescending response prompted my review through Revdex.com.

October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $58.65 was issued back to Mr. [redacted]’s [redacted] account on October 12th.  The refund should post on his next credit card...

statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I, [redacted] was in contact with the manager of the Uhaul on [redacted] and [redacted] as well, [redacted].  He is the reason this complaint had to be made. He was very rude to me and also not very eager to listen to his customers when they have talked to other customer service representatives and also other store associates like the store I took the Uhaul truck back to, [redacted] and [redacted].  I was in contact with a customer service representative on November 3rd and November 4th. On the 4th, the representative informed my boyfriend who was speaking on my behalf that he had been on the other line with [redacted] and that Everything was taken care of and I would not be charged anything for my trouble.  Just please bring back the Uhaul truck to my closest location when I was finished with it and to please accept their apologies.  The Uhaul truck was in no way dirty and since I wasn't going to be charged per them and with all the problems I had because I was given poor service when I was there at the [redacted] location on the 3rd and given the incorrect set of keys. I didn't feel it necessary to fill it with gasoline. And, if they want to charge me for gasoline, that's fine,  I do not have a problem being charged $20 for the gasoline,  I have a problem being charged the $130 for all other things which I was told was never going to be charged to my account.  Thank you for taking the time to help me with this matter.  I am disabled with 2 children, 1 also with a disability.  I don't have the capability to handle this all by myself.Regards,[redacted]

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.

I appreciate the managers apology, and work to get the problem resolved in a timely mamner

Regards,

March 27, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. He...

informed our office he left a message for [redacted] advising her of a refund for $144 as requested. The refund was issued to her [redacted] account and should post on her next credit card statement. [redacted] also explained in his message that [redacted] could call him back if she had other questions or 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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I wasn't told that with purchasing roadside assistance towing wasn't includes. That's part of the main reason's, while peoples buy roadside assistance to prevent extra money out of pocket! If a emergency occur. After all it's a rental vehicle it should be covered. I've never Heard of a company that don't include roadside assistance without towing .And I wasn't told that if the truck hatch get stuck it was my fault! Uhaul is a scam company!

Regards,

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the...

information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] on July 2nd and discussed her concerns and then most recently left a message requesting a call back. A refund for the $50 Reservation Guarantee Fee has been issued to Ms. [redacted] along with a refund for the truck rental as an adjustment. As we value Ms. [redacted] as a customer, Ms. [redacted] 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.

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

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

Sincerely,

Executive Assistant

U-Haul International

I have reviewed the message but until today nothing had been returned. I did eventually have to call my bank and dispute the charge. Additionally, I am so frustrated by UHaul and their management. I need compensation not only for the recent $ 97.55 which was charged wrongfully but also for the mental frustration I am going through in dealing with them. They need to fix their system. I am also not the first customer to deal with this. I contacted some other people who also used Uboxes and went through same bad experience. They were also not able to get any formal receipt of the payment they made. I had to deal with hours of customer care just to get a receipt for what I paid for. And now again I have to dispute the charge of $97.55. How much time should I spend dealing with the mistakes made by UHaul. Do they think that I do not have any other work?

July 21, 2015
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.  He informed our office a refund for the full amount of the rental, or $300.52, was issued back to Mr. [redacted]’s Visa account for the inconvenience he experienced with his rental.  The refund should post on his next credit card statement.
Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.
Sincerely,

Executive Assistant
U-Haul International