U-Haul International, Inc.

July 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms....

[redacted] provided. He had been in contact with Ms. [redacted] previously advising her he needed to listen to the phone conversations to confirm she was told her hot tub would fit in a U-Haul truck and that she needed to contact the U-Haul Dealer regarding her double payment on the trailer rental. More recently he attempted to reach Ms. [redacted] to obtain an alternate telephone number she may have used as he has not been able to locate a phone record based on the number documented on the contract. He has not yet received a return call from Ms. [redacted], however, for the sake of customer good faith, he is willing to issue her a refund for the amount she paid for the truck rental that she could not use.

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

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that [redacted] Insurance Company did an investigation and concluded U-Haul was not at fault...

and he is in agreement with their decision.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

August 25, 2014

Revdex.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. She informed our office she contacted [redacted] and addressed her concerns. She also offered her apology for the frustration she experienced and asked [redacted] to call her directly with any additional issues.

As we value [redacted] as a customer, we sent her a $20 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

September 2, 2016   Revdex.com...

ID#: [redacted] U-Haul Ref#: [redacted]   Thank you for your concern for our customer Ms. [redacted].   Mr. Dominic C[redacted], our President for our South Philadelphia Regional office, followed up on the information Ms. [redacted] provided.  He informed our office the telephone number Ms. [redacted] provided was not a working number.  He explained there was no break-in to her storage unit.  Ms. [redacted] is correct that U-Haul does not accept partial payments.  On August 18th Mr. C[redacted] relayed that she had an outstanding balance.   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

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 he had the truck in question checked and found the dash lights had only been shut off. When...

turned back on they were in workable order. The truck has been on many rentals since Mr. [redacted]’s rental. Mr. [redacted] will be submitting his extra hotel expense to Mr. [redacted] for reimbursement.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

September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of Westminster, followed up on the information Mr. [redacted] provided.  He informed our office he spoke to...

Mr. [redacted] regarding an auto-pay issue.  It appeared the auto-payment card was added to the account but not set up for auto-pay.  Mr. [redacted] relayed he would be paying cash from now on to avoid any more missed payments or confusion.  Mr. [redacted] agreed to waive any late fees with next payment to which Mr. [redacted] agreed and said he would be in on Friday, July 10, 2015 to bring his room current through August 8, 2015.  Mr. [redacted], however, never showed.  Several messages were left for Mr. [redacted] regarding the growing balance on his storage account and an impending auction.  Mr. [redacted] still wanted to honor their agreement to waive fees when payment was made.  Mr. [redacted] called Mr. [redacted] on August 4th, the morning of the auction and left a message regarding the auction of his room.  Mr. [redacted] called him back and stated he would not auction his room, however, we needed payment as soon as possible.  Mr. [redacted] said he would draw some funds together and take care of the account as soon as he could.  Currently we have again lost contact with Mr. [redacted] and four separate message have been left requesting a call back to bring his account current as soon as possible.  Mr. [redacted] is aware of Mr. [redacted] cell phone number.  We are waiting for a cash payment from Mr. [redacted] as agreed.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

March 3, 2016   Revdex.com ID#: [redacted]           U-Haul ref#: [redacted]   Thank you for your continued concern for our customer Ms. [redacted].   Kelley D[redacted], our Executive Assistant for our Southern Colorado Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response: Hello Anita, My name is Kelley D[redacted] and I am the Executive Assistant for U-Haul Co. of Southern Colorado. I am emailing you to inform you of our findings on your storage account, based on your second Revdex.com letter. When looking at your history, a $15 credit was issued by GM Jeremy Bonner to offset the first late charge on your account so you were never charged for that. There was a second late fee of $15 which was added to the account on the seventh day past your payment due date. I have issued a refund back to your card for this second fee which may take 3-5 business days to process. For future reference, I want to make sure you understand that being on autopay does not exempt you from late fees. If we attempt to collect payment from your card and it is declined, late fees will apply. The first late fee is assessed on the third day past your due date and a second one is assessed on the seventh day past your due date. If you are 30 days delinquent on your payment, a $50 lien fee will be posted as well. If you have any further questions regarding this matter or your storage contract please feel free to contact me and I will be happy to review them with you. Thank you and have a great day! Kelley H. D[redacted] Executive Assistant U-Haul Co. of Southern Colorado [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, Maria P[redacted] Executive Assistant U-Haul International

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted], [redacted], [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our...

office she contacted Ms. [redacted] and offered her apology. She also advised her of a refund for the fuel fee of $7.87 she issued back to her 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,[redacted]Executive AssistantU-Haul International

Review: Last week on Friday May 29th I called Sauer’s Engine Shop in Waterloo WI about the availability of a 5’x8’ enclosed trailer. The man I spoke to on the phone said he had one and I drove from Lake Mills, WI to Waterloo, WI to rent the trailer. When I got there I went in right away while my father started to get the hitch ready for the trailer. We thought we had to purchase a trailer light connector for towing since we didn’t have one. After handing the man inside my credit card and driver’s license I went back out to help my dad with the hitch. When I was out there I found that there was not any wiring for trailer lights, just the hitch assembly.

I went back inside right away and informed the gentlemen that was handling my reservation that we could no longer get a trailer because of the hitch situation (no wiring for lights). I then asked if any of the 10’ trucks on the property were available. He said no they were all going out tomorrow. He then said that he would make a few calls and see if he could find a 10’ truck for me.

After about 15 minutes I went back inside. The man was just getting off the phone and said he was going to start entering my information into the computer to find a truck. I asked him to please not make a reservation yet. My dad and I then stepped outside to talk things through. I went in approximately 5 minutes later and he still didn’t have my information in the system; but said he was working on it.

I was in a big hurry to get out of there so I pulled out my phone and started to make a reservation myself to find a truck. After about 3 minutes I finished the reservation and asked for my credit card and driver’s license back. I informed him that I had made a reservation myself. The man got angry and handed back my card and license saying I wasted his time. After I exited the building he came outside and asked me to cancel the reservation so he could get the money for the sale. I told him no I don’t have time for this and got in the car to leave.

I had an email at 3:26pm with the reservation I had made (order number [redacted]). Two minutes later I received another email with another reservation (order number [redacted]). I started to wonder why I had two different reservation numbers and then got a phone call from a UHAUL person saying that my first reservation was canceled. The lady on the phone said the second reservation was just made (after I had already left) at Sauer’s Engine Shop.Desired Settlement: I would like a face to face apology from the area manager Thomas Brudos and the gentlemen from Sauer's Engine Shop for their actions towards me. In addition I feel that my rental should be refunded in full, due to the hassle this situation and created for me

Business

Response:

[redacted], our Executive Assistant for our Southwestern Wisconsin and Rockford Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] concerns have already been addressed by our Area Field Manager, Thomas Brudos. She mentioned a full refund that Mr. [redacted] is requesting is not warranted. She apologized if our dealer was rude toward Mr. [redacted] and also mentioned no fraudulent transaction was made with Mr. [redacted] credit card.

Review: I rented a 14ft uhaul on may 22nd 2013,in Calgary AB.,on the 23rd we moved to Kelowna BC.We arrived on 23rd early evening.Could not get in the house till the 24th of may 2013.When driving to kelowna it rained really bad all the way till Revelstoke bc.When unloading truck next day we noticed our mattress and box spring was really wet on the bottom ,we had them standing ,you could see where the water had dryed already mark was 5 to 6 inches up my mattress,you could laso see where they had sat on the deck of the truck..so I called U-haul.Was sent to I cant even remeber how many people ,just not getting any help .So I took truck and mattress down to uhaul dealer just down street from me he also took pictures and agreed this was from truck leaking.Finally he helped reach somone but of course gone for the weekend.So I believe monday I recieved a call from insurance,they are going too look into it get back to me,I wait a week again no call.So I call leave a message ,few days later a call back telling me they are inspecting truck ,been almost a week no call back..I dont have another bed and this one is maybe a year old..My ery exspensive speaker got wet also but just the base and so did my sectional.but they were both shrink wrapped.Desired Settlement: all I am looking for is my pillow to Mattress and box spring be replaced asap

Business

Response:

Thank you for your concern for our customer Ms. [redacted].We contacted RepWest Insurance Company regarding Ms. [redacted]’s rental concerns. We were advised that our Area Field Manager completed a light test inside the U-Haul truck Ms. [redacted] rented and found not visible light coming through. Repair history was checked and no repairs relating to a leak before or after her rental. The truck has rented 4 more times and driven over 4,500 KM’s since Ms. [redacted]’s rental and there have been no reports of water leak claims. Our receiving location did confirm water in the driver side bottom corner. He cleaned out the truck completely, a water test was done but found no leak. It appears the water may have come from under the truck. Please be advised there is a statement on the contract Ms. [redacted] signed stating that the customer understands that the equipment is water resistant and not water proof. RepWest informed our office Ms. [redacted]’s claim was respectfully denied.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not accept this I paid insurance on this vehicle also either way my mattress and box spring were damaged due to their equipment..This is a poor way to do buissness,for a company this large,I amy get a lawyer on this case ,and will sue for all my inconveiences also..Regards,[redacted]

Business

Response:

Thank you for bringing Ms. [redacted]’s recent comments to our office. I have added the information to our file.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.when I spoke with [redacted] from insurance for uhaul.she tells me they are still working on my complaint,id also like to add the uhaul dealer I took this truck too when I realised the damage to my property ,I drove to the uhaul dealer just down from my.he also took pictures and saw where they had used cocking in seams of the truck he also tried to help me out knowing the damage was caused by the truck I have several pictures of my damaged mattress and box springs,I belive I am being fair,only asking for these items to be replaced.my fireplace and other items show signs of water including my very exspensive speakers.Regards,[redacted]

Review: U-haul claims we damaged a moving truck we rented from them, and charged us for damages. However, we did not damage their truck. We returned it in the condition in which we rented it to the designated drop off point at the Sand City Uhaul location after hours at [redacted], Sand City, CA 93955.

We exchanged emails with the company asking why they believed we damaged this truck. They provided pictures of the damaged truck, however the truck had been moved from where we dropped it off the night before. We did not damage the truck and do not believe we are responsible for damages to the truck made after it was moved from where we dropped it off.

We attempted to work with the company further and they refused to assist us.Desired Settlement: We are requesting Uhaul International refund us for these mistaken charges.

Business

Response:

June 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name is on the actual rental agreement.

Bradley [redacted], our Field Manager for our South Bay Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the damage to the U-Haul truck is extensive and the truck would not have been rented in that condition. We have no record of the truck having any damage before their rental. Ms. [redacted] stated the truck was moved from the public street after they dropped it off to the U-Haul lot and this is when the damage occurred. However, Mr. [redacted] relayed there are no overhead obstructions on the U-Haul property to create the damage. Mr. [redacted] and Ms. [redacted] have been advised they are responsible for the damage to the U-Haul truck. Our decision in the matter remains the same.

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.

Our complaint again is two-fold. One, we do not feel that we caused the damage stated to the truck in our course of use. I only drove on public roads with clear access and the extent of the damage would have been impossible in my course of use. U-Haul is saying they could not have caused the damage in their movement of the truck, but we claim the same fact. We have no knowledge of their movement and transport of the truck before giving us notice of the damage. It is their word against ours. The second issue is the communication received from U-Haul, or lack thereof. I was charged for the damages without any prior notification and had to follow up with them before it was communicated why. Then, after my initial response to Bradley, he did not respond for weeks nor provide any options. We had to follow up with the corporate office directly. I am concerned as a consumer that this could happen and that a company has such leeway. Thank you, [redacted]

I made a reservation for a 17-foot truck on a Sunday, reserved for the following Friday at noon. The pick-up location was 2 miles from my home. I was moving 12 miles away. I heard nothing about the availability of my truck until noon on that Thursday, when I was called and told that the closest 17-foot truck was 60 miles away, and the closest truck of any size (10-foot) was 30 miles away. I was not offered any concessions (extra time...I asked for a couple extra hours since it was so far out of my way), and I'm expected to pay full price. The worst part is since they told me so late, there is no chance of me finding a different company to rent a truck from, since I have less than a day before I need to move. This is one of the worst experiences I've ever had with customer service. Additionally, the sarcastic tone taken with me by the customer service rep was not acceptable. I've only used U-Haul while moving in the past, but I expect this to be the last time.

Review: There are two separate issues/complaint(s): (1) I have been paying an additional $10 a month since 2012 for 24 hour access to recently discover, when I needed access, that I did not have access. (2) Beginning back in December 2014, I have repeatedly reported that there was rodents and rodent poop in my storage unit. A lot of promises were made to either clean up and put traps down or to move me to another unit but nothing was ever done to resolve the issue-no follow-up or follow-through.Desired Settlement: DesiredSettlementID: Refund

A full refund for all monies paid for 24 hour access from 01/2012 to 5/2015; as well, a partial refund of monthly rental from 12/2014 to 5/2015.

Business

Response:

June 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] stopped paying the 24-hour access fee on April 26, 2014 when she was transferred into another storage unit due to the reported rodent issue. He relayed that Ms. [redacted] also moved completely out of storage on May 24, 2015.

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.

Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]My apologies for not responding sooner. I did not see your previous email pertaining to my complaint. This matter/issue/complaint has NOT been resolved. In fact, I am even more upset, frustrated, and concerned after reading the "Message from Business." Mr. [redacted] has fabricated the truth in regards to my complaint. (1) My changing units was due to me downsizing because I no longer needed a larger unit since the passing of my father. (2) I had paid the additional $10 a month for 24 hours access from the time I moved in 2/2011 until the time I recently moved out in 5/2015. I do have my receipts if proof is necessary. (3) My originally complaint to the staff and site/office manager at the Lusher location was in 12/2014 and not 04/2014 in which Mr. [redacted] indicated.Please advise me as to how I should follow-up or pursuit this issue/complaint. This matter has NOT been resolved.Thanks,[redacted]

Regards,

Business

Response:

July 26, 2015

Review: On March 11, we contacted U Hall to rent a small truck the customer sales rep offer a trailer, she told us that as log as we have a hitch on our car the store clerk will inspect the car prior to installation. W drove from Atlanta to Birmingham at the time of arrival the manager had a bad acttitude told us that the trailer wasn't their so, so we drove another 9 miles to a gas station in Center Point, we arrived there at 12:05 pm the owner of the gas station was busy, so we waited 3 hours. After all that waiting he told us that he did not know how to connect the hitch, he called the area supervisor after he inspected the car he told us that we were not able to connect the trailer that we did not have lights at this time is 4:00 pm we suggested to go back to Pelham we drove back , I ask if I can get a truck and he told me that he was going to check and see is one of the stores well have the electrical harness for my car, apparently no one had it. its 5 pm. I ask for a refund and he told me that the store 17 miles away had a truck, we drove to this location we had to way another hour because they were busy, after a wile the Manager told us that they do not have a truck, at this time I was very frustrated she try to call the store in Pelham but this location closes at 5PM, by 7PM she told me that there was nothing she can do, so once again I ask for a refund and she told me that I have to way till in the morning. I Call Mr. [redacted] the area supervisor and he told me to get a hotel that we will reimburse me for it and he assure me that we will have a truck for me in the morning. we arrived at the store in in Pelham Sunday morning, then the manager did not offer any trucks, they just refund me the money for the truck rental, they refuse to refund the hitch, I ask about the hotel rental they made a copy of the bill and told me that I needed to speak with U Haul. I called U Haul numerous times the keep transferring me to Mr. [redacted] and he is not returning my calls.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to be reimburse for the hotel $92.83 also will like a round trip in small truck from Atlanta to Birmingham to pick up my the items in the storage.

Business

Response:

July 23, 2015

Review: I made reservation for a truck for one way to PA almost two weeks prior to date needed which was 4/1/16. My credit card info was collected and I was told that they will charge my card $189 on the day I reserved the truck for. I was also told that they will have a truck ready for me in the morning on April 1st at [redacted] which was my preferred pick-up location.

Four days prior to my reservation date, I called the office to confirm that a truck will be ready for me and I was assured that it will be, so I went ahead and made other plans for my move including paying movers to help load and unload in NJ an PA.

On March 31st, one day before my moving day, I received a call from UHAUL saying that they don't have a truck and that if I need one, I will have to drive almost two hours away (with the current traffic for that day and time) from my reserved location to pick up a truck. I reserved a truck two weeks ago in Jersey City and now they were telling me that I have to drive two hours away from my home to pick up a truck! Doing so would have also put me out of schedule to arrive in PA on desired time.

I called the headquarters and they said they were very rude and refused to offer any help and said that they cannot do anything, so basically I was left stranded without a truck.

I had to tried several other truck rental companies but because it was a day prior to my move, I had a difficult time getting a truck. Finally, I managed to get [redacted] which cost me $553 which was $364 more that my reservation for UHAUL. If UHAUL had told me at the time of reservation that they cannot guarantee a truck, I would have reserved a truck from [redacted] for less than $200 at that time, but they had assured me that they will have the truck ready when I had called a week prior to the date to confirm.

In the end, I had to miss a day of work trying to get another company for my move and had to pay $364 more because HUAUL fail to provide what they had promised!Desired Settlement: Since my additional expense was due to UHAUL failure to provide a truck even though I had reserved one within sufficient time, or because they did not inform me within reasonable time for me to get another company for my moving, I believe that they are fully responsible for my extra costs of $364 to move.

I believe they should reimburse me for my extra cost for getting another company since they had fail to provide a truck as promised!

Furthermore, they should not make reservation if they are not sure if they will be able to fulfill it.

Business

Response:

April 27, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Angelique F[redacted], our Executive Assistant for our Northern Jew Jersey Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was given an option to secure the reserved equipment at an alternate pick up location 12 miles away but he declined. Extra miles were also offered. Ms. F[redacted] relayed she issued the $50 Reservation Guarantee Fee to Mr. [redacted]. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

In early May I rented storage space to hold my daughters personal belonging for the summer months while she was on break from college. I was given space 685 on the 2nd floor and provided an access card by the person who handled my paper work. We were informed the card would allow for access whenever needed. Given I lived out of state this was a non-issue for us so I thought During the course of the summer months payments were made as scheduled via bill pay from my bank. Payments were scheduled for delivery on the same date of each month. Throughout the course of my arrangement with Uhaul I was bombarded with phone calls, email as well as physical mail stating payment had not been made, when it had. I would have to call each time to inform them payment had been made. On one occasion I was told payment was sent back to my bank clearly when it had not been. In July I received notification of a price increase and to avoid such payment must be made before the 27th of July. I login to my bill pay account and amended my payment so it would be delivered by said date. I received yet another call in August stating payment had not been made for that month. I spoke with General Manager [redacted], I informed him I made August payment in the month of July b/c I did not want to pay the price increase. It did not matter as to where payment was applied I was not going to make another payment. He told me my payment was sent back to the bank when clearly it had not been. We returned on August 25th, to pick-up my daughters things due to an accident on I-95 in Virginia we arrived between 2 and 3 pm. We were informed that the elevator was not working. When I inquired as to how we were to get my daughters things I was told I had to use the stairs. This was a serious inconvenience because I have bad knees and have issues when using stairs, not to mention it was only me and my daughter. When I asked for assistance in getting her things we were told the elevator would be fix by the next day however, I had no intentions of spending the night in Washington, DC. When I ask what type of compensation I would get for such and inconvenience Mr [redacted] said it would be up to corporate to make that decision. My daughter and I tried our best to move her things completely but we were unsuccessful because of my issue with my knees and the fact that we were using the stairs as opposed to using the elevator. An announcement was made that the facility would be closing at 5pm and everyone will need to leave at that time. I stopped what I was doing and went back into the office to tell one of the men there that I had a key and would still be able to get my daughter things out so I would not have to stay overnight given I did not come prepared to do so. He informed me the key I had would not allow me access. I informed him when I first got my space I would told by the person assisting me with my transaction said I would be able to access my things 24hours. He informed stated whoever told you that LIED. I went back to try and move as much as possible by closing. On the 26th at 10:00 am my daughter and I arrived again still the elevator is out and will not be fixed until Tuesday. I told him I had already incurred expenses from having stayed the night before and I need to get back on the road as I was traveling alone. I knew there was no way I could move the heavy items such as my daughter refrigerator, microwave and heavy boxes by myself and requested from Mr [redacted] that someone assist me. He and I went back and forth for about 20 to 30 minutes. I asked him to contact the owner of the store Mr. [redacted] replied his number is on the front glass of the store. I wrote Mr [redacted] Page number down. I asked Mr [redacted] to contact Mr. Page I was told he was in meetings and will not answer his phone or something to this effect. When I asked Mr. [redacted] to contact corporate. I was told I would only get the customer service department...I have never had such poor customer service from and establishment such as I did at Uhaul-Intown. Mr. [redacted], was of know assistance when I asked if two of the gentlemen working could assist me he stated management would have to make such a decision. When asked could he not make a decision, finally Mr. [redacted] told Mr. [redacted] and Mr. [redacted] to assist. I was at this point I was able to get all of my daughter's things out. I will NEVER use this Uhaul ever again as they all may be like this location.....

Review: The complaint below is a copy of an email I sent to the facility manager regarding the service I received:My experience with your UHaul location in [redacted] has been the single worst customer experience of my entire life. I have spent over 10 hours on the phone with UHaul and UBox issuing formal complaints. I will issue another with Revdex.com today. I will lay out just a few of my complaints and issues below. Quickly, a background of what I ordered and the services I was supposed to receive:I placed a reservation for 2 UBoxes that were scheduled to be picked up from (by me with my vehicle) and loaded and returned to the [redacted] location. They are to remain there until August 25, after which they will be shipped to [redacted], WA for arrival no later than 9/6/15. I coordinated with you ([redacted]) over the phone, as well as several staff upon my first visit to [redacted] on Thursday, 6/25 that I would pick up one of the UBoxes on Thursday, 6/25 with my own vehicle and return it full to UHaul on that same day. I would pick up the other box on Tuesday, 6/30 with my own vehicle and return it the same day. Those were the plans coordinated and EXACTLY what I did.Now, for a list of what went wrong and what happened at [redacted]:1) Upon arrival on Thursday, 6/25, my UBox was not ready and waiting to be picked up as promised and guaranteed by you in our phone conversation. Staff had little to no idea how to work with the UBox system and get me going. After an hour and a half wait, I was able to get the UBox on my car. An hour and half to get someone to load the UBox that I was promised would be ready and waiting is unacceptable. This is especially unacceptable considering the actions of the staff. In addition to not knowing how to use the computer system, they were constantly on their cell phones and would wander away from customers with no explanation and only show back up after minutes away. They appeared in no hurry and to be moving slower than I have ever seen someone move. Furthermore, my UBox was not checked over or ready to go as I had a single furniture pad/sheet when the contract says I will receive a dozen with each pod.2) I was promised on the 25th that I would receive a call to follow up on my UBox reservation and confirm that I would be picking the second box up on 6/30. I never received that phone call. I had to call in and again was promised that the box would be out front, ready and waiting for when I arrived at 7am on 6/30. When I arrived on 6/30 at 7am, there were two employees on site. They again were lethargically moving around, using their cell phones, refusing to answer questions, but rather walking away from customers only to return several minutes later. Additionally, the UBox was nowhere close to ready. It was buried behind about 12 trucks, in the same place it was on 6/25 when I picked up the first box. Again, the employees had trouble using the computer system and figuring out my reservation and did not understand that I was picking up a box that morning. When we got to the box, we found that again it had not been checked or prepared for use. The trailer ramp was broken and stuck in the vertical position, preventing access to the box. I had to wait an hour until this was fixed. It should have taken a few minutes, but employees kept walking away from me and disappearing, refusing to help or answer questions. I asked an employee to call the manager and that they needed more help onsite and he talked back to me sarcastically before calling you, saying "Why don't you tell me about it, boss?". Again, it took me an hour and a half to get the UBox offsite that was PROMISED to be ready to go at 7am.3) When I returned the UBox on the evening of 6/30, I first encountered the same terrible customer experience and UHaul employee attitude. The people I spoke with seemed exasperated and annoyed at my presence. They continued to use personal cell phones and disappear from sight with no explanation when I asked questions or needed assistance. When we tried to check the boxes back in and look at my account, the employees could not find both boxes in their system. They had lost track of them and had no idea how to handle the boxes or my reservation. They lethargically wandered around, saying, "Man, I hate these UBox reservations" without helping me. When I finally got my boxes checked in and the reservation allegedly sorted out (after I implored employees to call UHaul corporate for help), I was charged for 5 days of trailer use because your employees never checked my original trailer back into the system. It took another conversation with UHaul corporate to get help on how to do this as the employees had no idea how to give a refund for a mistake they made. I also just gave up on using a gift card because it was so complicated and no one had any idea about how to even think about using it. 4) My wife and I asked to have access to our first box that we filled and returned on 6/25 to add an additional item. When we found the box we discovered that someone had unscrewed the hinge latch that held our padlock in place. By doing so, they were able to gain access to the trailer without having to undo our lock. We were unable to assess if items had been taken or if someone was simply surveying our belongings for future access when they could take things. This was incredible troubling and left us wandering about security at the facility. If indeed only employees have access to these UBoxes after we drop them off, this would mean that an employee unscrewed and removed the hinge latch to gain access to our belongings. We are worried what this means for us and the trustworthiness of the facility. I will be speaking with the regional president to figure out if we need to contact the authorities.These are the main highlights of my experience with UHaul. I will be contacting the regional president's office again today and will await their response. I am looking forward to indivDesired Settlement: I expect to be notified why I am paying the exorbitant amount of money I am for services that are not being performed.I expect to be notified why employees are allowed to treat customers the way they do at this location.I expect to be notified why my UBox was broken into.I expect to be notified of how my complaints will be addressed with employees and the discipline that will be enforced.I expect for real corrective actions to be taken and for my time and grief to be accounted for.

Business

Response:

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the lack of service he received. Mr. [redacted] did obtain the $300 VIP Certificate and issued him a refund for $300 back to their Visa account. Mr. [redacted] issued him another refund for $300 for the poor customer service. He explained the U-Box did not look as if it had been broken into but believes it may have been damaged by the forklift when transporting the U-Box. Mr. and Mrs. [redacted] stated nothing appears to be missing or out of place when it was inspected but was not 100% certain. Mr. [redacted] offered to have them come to our [redacted] Park Center to inspect the U-Box when convenient. A claim will be opened if necessary. The U-Boxes have been moved from our [redacted] Center to our [redacted] Park location at Mr. [redacted]’s request and will need to be shipped out of [redacted] Park. Mr. [redacted] has Mr. [redacted]’s cell phone number if any other issues come up. Both refunds for $300 each 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,

Executive Assistant

U-Haul International

Review: On Jan 27th I paid the storage through 03/01/2016 on 02/08/2016 I received an email stated I was late and owed for feb 2016 and a $20.00 late fee was added.

After several calls to both UHAUL Corp and the local facility at _U-Haul Moving & Storage at Russell Rd

1098 Stephanie Pl

Henderson, NV 89011

I was told I had to pay or loose my stuff they hung up on me.Desired Settlement: Billing correction and 2 months free storage for this ongoing problem

Business

Response:

February 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Rick F[redacted] our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he emailed Ms. [redacted] a picture of her unit with the lock on the door and the door number present showing the unit is secure. He also sent her a receipt of her payment history for January and February as requested. Ms. [redacted], in return, sent an email back to Mr. F[redacted] thanking him for the information. 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

Consumer

Response:

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

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

Regards,

Review: I placed an online reservation at uhaul.com for a 26' truck on May 18, 2015 for my family's 800 mile move to [redacted] on May the 29th. On May 28, 2015 I get an email stating that they can not complete my reservation for a 26' truck because there is not one available in the area. I spoke with a manager from the [redacted] location [redacted] and he told me his hands were tied and there was nothing Uhaul could do aside from get me a 20' truck. Last time we moved I rented a 26' truck which was packed front to back and top to bottom.

This happened less than 24 hours before the move date, both my wife and I start new careers Monday June 1, 2015 and because Uhaul couldn't honor a contract made two weeks in advance and gave me less than 24 hours notice they didn't have a truck for me, we are stranded and will most likely not be able to move on time which is going to cost my wife and I a lot of time and money.

If we are unable to be in ** by June 1 I'm out $1,755 for a month to month rent payment on this current house, I'll be paying $1,950 for a house I'm not yet in, $2,250/week lost in wages due to the truck not being available and the humiliation of starting a new career and not being able to show up on time the first day.

this type of business practice is completely unacceptable and the situation needs to be rectified ASAPDesired Settlement: I need a 26' truck by may 29th at 9AM CST. Literally this is all that is desired.

This is not a small move where I could make multiple trips with a smaller truck. If the truck can not be provided I'm seeing $1,755 for the month-to-month rent payment, $2,250/week wage loss for however long it takes to get a sufficient truck for moving and $1,950 for the lease on the new house in **.

Business

Response:

May 29, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Angela F[redacted], our Executive Assistant for our [redacted] Western Suburbs Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and was able to reach an amicable resolution. Her office originally offered him a truck and trailer combo to fill his reservation, however, he declined. Ms. F[redacted] agreed to reimburse Mr. [redacted] $800, which is the difference between the U-Haul truck rate and what he had to pay to Penske to rent a truck for his move. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Maria P[redacted]

Executive Assistant

U-Haul International

Consumer

Response:

[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. When the money is received, will consider this complaint resolved.

Regards,

Review: U-haul staff deliberately misread fuel gauge that resulted in excess amount and cost of fuel in their favour.

Our U-Haul experience with the [redacted] Staff, yesterday evening, Tuesday 2 Sept 2014.

My wife and I rented a F150 truck to simply drive to [redacted] at [redacted], pick up an item and bring it home to [redacted] and then return the truck before the 7pm closing time.

The [redacted] lady looking after us printed out the contract of which I signed with the level of fuel shown as ¾ tank. The lady then took us out to the truck for the intial check and since no one else was available she started up the truck. Seconds later she hopped out stating something about the fuel gauge shows 7/8 full not ¾ and said she was going to pen in the change on the contract (we did not sign to agree with this amend). Seconds later I was in the truck and on my way to [redacted], the time being about 5:15pm. During my ongoing seat and mirror adjustments I noticed that the fuel gauge was showing ¾ tank not the 7/8 tank the [redacted] lady had stated. None the less I was on a mission and decided I would address that once I returned the truck. Once we offloaded an item in [redacted] I hit the road to return the truck. I stopped to add gas about 5km from the U-haul depot and decided to adjust the fuel gauge to the 7/8 mark only because I did not want to spend a great deal of time arguing with staff. To my dismay it cost over $20 in fuel to reach the 7/8 mark. IWe arrived at U-haul around 6;30pm and approached staff inside, the older gentleman with glasses was available (the [redacted] lady was speaking with someone) and so I immediately explained to him that the [redacted] lady had misread the fuel gauge and that it was on ¾ tank as shown on the original print out when we left here. I went on to state how upset I was that I spent $20 to bring the fuel level back to what she had said it should be. The gentleman stated that there was nothing he could do to compensate me for the money I spent on fuel. I stated that he needs to compensate us some other way and he agreed. Note that I am aware while I was stating my grievance; all staff are active on a wireless communication net and know exactly what is going on. We left the building for the final truck inspection and met another man outside who then took the keys from me and did his inspection of the vehicle. He returned with a piece of paper showing his observations of the fuel gauge as being in between ¾ and 7/8. I exclaimed that this was complete BS and returned inside the building to finalize the payment. The gentleman inside again stated that there was nothing he could do to compensate us for the money we spent on gas but said that he would forgive us the additional $15 of fuel we owe them in order to get the fuel gauge back to 7/8 as initially observed by the [redacted] woman.

I was flabbergasted and paid the $43 and change we owed for the truck rental and km fee and left.

Note: The truck travelled a total distance of 35km.

Can someone with significant stature within U-haul please tell us how it is possible to travel 35km and use $35 worth of fuel?

We cannot help but feel humiliated and extremely angry to have been treated like complete fools and to be so blatantly ripped off by U-haul staff on [redacted].

Again, please explain to us how it is possible to use $35 of fuel and travel only 35km.

U-haul contract #[redacted] & [redacted]Desired Settlement: We expect honest representation and sale practices from every business and we feel strongly that U-haul failed this expectation. A customer should never be made to feel stupid and feel blatantly ripped off. U-haul needs to examine it's operations and train staff to at the very least know how to correctly read a fuel gauge and understand basic math fact based arguments. We received no real compensation and were left with feeling we were completely wrong and in fact still owed them $15 more for f

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual contract.

[redacted], our Executive Assistant for our [redacted], followed up on the information Mr. [redacted] provided. She informed our office the truck Ms. [redacted] rented was at 3/4 of a tank of fuel. Although our U-Haul employee viewed the gauge to be actually at 7/8 of a tank, they kept the reading at 3/4. When the truck was returned, the gauge was between 3/4 and 7/8. Mr. [redacted] or Ms. [redacted] put more fuel in the tank than needed, however, per the rental agreement, we do not refund for extra fuel put in the tank.

As we value Ms. [redacted] as a customer, we sent her a $20 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

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 are on file and my response is below.

The proposed action by U-Haul does not meet the resolution my wife and I expect. It simply provides U-Haul another opportunity to reach into our pockets since the certificate is only of value if we give them our business again. We refuse to allow U-Haul the opportunity to have us as customers again and despise the tactic of luring us back with a certificate towards furthering their means and putting us in a position where we could be ripped off again. The only resolution is to refund us our money - if in fact we are valued customers this process would not be as difficult as it is being made to be.

Regards,

Business

Response:

Thank you for your continued concern for our customers Mr. and Mrs. [redacted].

[redacted], our Executive Assistant for our [redacted], reviewed the recent comments from Mr. [redacted]. She advised our office their decision in the matter remains the same. No further action will be taken.

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