U-Haul International, Inc.

I've used their services for truck rentals on several occasions and I've never had a problem with reserving my truck and picking it up as promised, but the customer service I receive is regularly very poor. The managers and employees are typically quite rude and short, and don't provide much help beyond typing the truck reservation into the computer (which can now be done online).

Today, I went to the store with a friend of mine to pick up some boxes for my upcoming move, and to confirm my reservation that is in 2 days. After confirming the reservation with the General Manager, Adam Schulz, I politely asked what the company's late policy was when returning the rental. He responded in a loud and rude tone, "Dude, you're screwing over another family if you get it back late...just bring it back on time." Shocked by his answer to my question, I explained that I don't plan to bring the truck back late, but would like to know what the policy is for late returns. He got even louder and shouted: "$300 minimum! You want to pay $300 man?" Confused at why he was now shouting, I asked that he lower his voice and he responded, "Dude get the (expletive) out of my store!"

I had never been so upset by a business' customer service. I left the store and immediately filed a complaint, but I'll never be returning to this store and I'd never recommend their service to any of my friends who live in the area.

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.

[redacted] DID NOT follow up.  After spending over two weeks attempting to contact a person of authority his number was given to me to which I CALLED HIM.  Although he states we refused to unload the truck we were given no information as to the whereabouts of our stuff during this time and would of most definatly come to get it had we known what was going on.   No phone calls from uhaul were made to us to inform us of the situation and every time we called we were patched to a phoenix Arizona employee which could offer no information on what was happening nor provide us with contact with a person of authority.  Twice we requested "conflict resolution" and were told someone would be in contact withing 48 hours which never happened.  Charges were then put through on my [redacted] for storage fees and unknown fees while we continued to wait for their call however none of these fees were authorized.  When I spoke to [redacted] I requested he send me a statement for these fees to which I still have not recieved.   As soon as we spoke to [redacted] and found out more information we made arrangements to go and obtain our stuff which has now been released.  I am still requesting a refund of the $600 charge as well as two $174.00 charges as no bill could ever be provided.

As for the condition of the truck being deemed driveable that does not change the fact that it was Uhaul who made the decision to tow the truck, delay our move and therefore AGREED to pay for our hotel room.  As said before had a new truck been delivered as they stated it would all of this could have been avoided.  I hold Uhaul responsible for these decisions and all charges inflicted and will be placing this in the hands of a lawyer if charges are not reversed asap.

Regards,

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,

In reference to complaint ID [redacted], this issue has not been resolved.  Mr. [redacted] did in fact refund me the amount stated.  Upon dropping off the vehicle in [redacted], however, I learned that we had been refunded the WRONG amount and were charged for the days we had kept the vehicle for storage - which we agreed with; however, we were also charged for insurance for these days (as mentioned in my official complaint letter), and the manager of the store in [redacted], [redacted] refused to refund this amount and was incredibly difficult to deal with.  We had requested NOT to have the insurance when the vehicle was booked, and were charged for it after the fact.  This issue has not been resolved.  Regards,[redacted]

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Area Field Manager for our Lower Hudson Valley Regional Office followed up on the recent information Mr. [redacted] relayed to your office. He personally went to our U-Haul location to check the tires on the U-Haul vehicle Mr. [redacted] rented. He assured our office the tires on the van have not been changed and are in perfect condition. Our decision in the matter remains the same.

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 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.The rep that I spoke to in Greensboro was aware that the rental agreement needed to be changed when I spoke with him on the 5th. He did not state that the vehicle would be repo'd with my items. He said they would make the changes when the vehicle was returned that evening which was a lie. This company os now Charging me outrageously because of their lies![Provide details of why you are not satisfied with this resolution.]

Regards,

December 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: 7[redacted]

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

[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted]...

provided. He informed our office he has corresponded with Ms. [redacted] by email and responded with his resolution to each of her questions. Along with waiving the $216 charge to unload the truck, he also would like to waive the fuel fee of $105.50. As we value Ms. [redacted] as a customer, Mr. [redacted] offered her 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. He requested she advise him of what credit card he can issue the refund to as well as the email address to send the VIP Certificate. Mr. [redacted] offered his apology in his email to Ms. [redacted] and looks forward to hearing back from her soon.

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

April 23, 2016   Revdex.com ID#[redacted] U-Haul Ref#: [redacted]   Thank you for your continued concern for our customer Mr. [redacted].   Sandra G[redacted], our President for our Rhode Island Regional Office, reviewed Mr. [redacted]’s recent comments.  She informed our office she confirmed the refund was issued on April 12th for $63.25 and emailed Mr. [redacted] the receipt for the credit as well.   We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.  Thank you for bringing this matter to our attention and allowing us to offer another response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

April 29, 2016

face="Times New Roman" size="3"> Revdex.com ID#: [redacted]
U-Haul Ref#: [redacted]

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

Victor V[redacted], our GM for our U-Haul Moving and Storage at Peters Street, followed up on the information Mr. [redacted] provided.  He informed our office he left a message for Mr. [redacted] and also sent him an email requesting a call back to personally discuss his concerns.  Mr. V[redacted] acknowledged the inconvenience Mr. [redacted] experienced and went ahead and issued a refund for 1/3 of the truck fee, or $400, as an adjustment on his rental back to his Master Card account.  The refund should post on his next credit card statement.  He confirmed the Auto-Transport was previously discounted. 

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

Sincerely,
Maria P[redacted]
Executive Assistant
U-Haul International

Mr. [redacted], our President for our [redacted] regional office located in [redacted],**, followed up on the information Mr. [redacted] provided. He informed our office the employee that closed out the rental contract for Mr. [redacted] stated she did not receive cash from Mr. [redacted]. Our Area Field...

Manager offered to meet Mr. [redacted] at the dealership to discuss the situation further, however, after waiting two hours Mr. [redacted] was a no show. Mr. [redacted] relayed that a refund would not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office she...

spoke to Mr. [redacted] at length and listened to his concerns. She offered her apology for the inconvenience he experienced and offered to help in the future if he experienced any further difficulty. She also explained she had removed his name from our E-Alert Program.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

2 days before moving looking for a last minute rental. In my area no size (15ft) was available. Did not want to drive 45min to 1 hour each way to pick up where there was availability. So we booked a larger (20ft) at a location near us. 6-8 hours before pick up we were notified that no vehicle available at our location and we needed to drive 45 min each way to pick up a vehicle. NOT ACCEPTABLE!! If vehicles are not available in a certain area don't advertise that they are.

August 5, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customers [redacted] and [redacted].   Carol G[redacted], our President for our Memphis Regional Office, followed up on the information Ms. [redacted] provided.  She advised our office Ms. [redacted] was contacted an hour of making their reservation and informed they were working on locating a truck for their move.  The closest truck was in Brownsville, TN.  Ms. [redacted] was given $152 credit for the inconvenience of having to travel to Brownsville.   Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.   Sincerely, Maria P[redacted] Executive Assistant U-Haul International

March 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Akron regional office, followed...

up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and apologized for the scheduling issue and being sent to three different locations to secure the needed equipment. He also advised her of a refund for the $50 Reservation Guarantee Fee and $20 for mileage. The refund for $70 should post on her next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 have read the business response regarding my complaint and am satisfied with the $100 refund, however I did not receive a personal call from the business regarding my complaint.  If they would like to call me, I can be reached at ###-###-####.  Regarding my moving help, I did not personally submit the final moving help request online.  I initially called to submit it when I knew of my move and then decided to book moving help on my own.  When the delay in accessing my Ubox until Monday the 29th was known, the Uhaul representative made a reservation for my delivery, quoting the moving help at $266.41 - an amount that seemed fit.  When I received the call from my moving help confirming my reservation, they mentioned that the reservation had been entered incorrectly by Uhaul and said that the services would actually come to $396.45.  Due to my need to move and access my belongings by that Monday, I paid the additional charge.  I understand that the moving help is a third party service that Uhaul simply helps in reserving.  However, I do believe that prices should be accurately quoted, especially in a situation with limited time and after a customer has already been wronged.  My complaint iis regarding the data entry on the part of Uhaul in entering my reservation needs incorrectly to the moving help, of which I was not notified until Monday morning (8:29 AM to be precise) at which point it was too late cancel services and find another company available to move my belongings into the apartment for which I was already paying, at the time I needed them to do so.  I do appreciate your time in rectifying this situation, and hope some resolution can come to be.

Regards,

Yes, I would like to reopen my case. The company has made me an offer but only for the depreciated value of my belongings that we're ruined while in storage. I still feel that I am at a great loss, I paid for my belongings to be stored not destroyed. I think that if not all but some of the $6,000+ paid toward storage should be reimbursed. All I keep hearing about is the contract, but the contract does not explain the insurance options as I have heard them explained after the fact. I honestly feel that the company/worker can do a much better job with explaining the insurance rates. I feel like it's very misleading to offer customers a $6/mo insurance rate as your "best offer", then in the end the customer walks away with way less than what was paid for the stored items. Instead, the worker should explain all insurance rates along with coverage details to explain what to expect in the event that something happens to items while in storage. To know now that I could've insured my belongings for what it was worth is just very difficult for me. 

Also, within six months, a company lock had been placed on my unit without notifying me or even providing me with a key. But, now I am told that it is a requirement for customers to use disc locks sold by the company. If this is the case, why then was this not explained when I placed my belongings in storage. 

One thing the contract does state is that you provide a phone number, email address and an emergency contact so that customers can be notified in case of fire, water damage etc. Oh, but they wouldn't have been able to follow through with this because there weren't any keys for anyone to check the unit, not even myself. 

This has been a very hard pill to swallow because due to this one incident I have paid a bit more than triple the amount that I paid to store my belongings. I can accept my part in this (practically, blindly paying for a service) I understand that with insurance companies, that valuables do depreciate; but, when it comes to discussing reimbursement, it's just isn't up for discussion. 

This incident has definitely been a lesson well taught and learned; I WILL NEVER USE A STORAGE FACILITY AGAIN, NOR WILL I ADVISE ANYONE I KNOW TO DO SO. 

Very poor customer service equals even more dissatisfied customer. [redacted]

March 13, 2016 Revdex.com ID#: [redacted]

justify;">U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Matt Dougherty, our Gm for our U-Haul Moving and Storage of Springfield, followed up on the information Mr. [redacted] provided.  He informed our office he contacted Mr. [redacted] and requested the receipts for the tow bill and expenses incurred be sent for further review. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

March 26, 2015Revdex.com ID#: [redacted], [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] recent information to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted] recent objection. She relayed...

they gave Ms. [redacted] plenty of time to unload her belongings from the U-Haul truck until it became necessary for U-Haul to remove her belongings and free our truck. Ms. [redacted] also mentioned Ms. [redacted] had the entire ignition replaced in the U-Haul truck instead of just having a new key made, which is why she had the $600 expense. Please be advised that our decision in the matter remains the same.Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

March 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia...

regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience of being overcharged and advised him of a refund for the amount requested. The refund for $103.99 was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

August 29, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. M[redacted].   Emmett N[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. M[redacted] provided.  He informed our office a refund for $80.61 was issued back to Ms. M[redacted]’s Visa account.  The refund 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, Maria P[redacted] Executive Assistant U-Haul International