U-Haul International, Inc.

Review: To whom it may concern:

I booked movers through the Uhaul link on August 9th for afternoon of August 10th. My order number is [redacted]. This was with B&B Moving phone ###-###-####. [redacted] called me on August 9th at 6:41 PM I called him back at 7pm. We booked August 10th between 2-3pm. August 10th we rented a Uhaul truck online. We received a text that the truck wouldn’t be ready until 3pm but the movers were supposed to be there at 2pm so we called the 1-800 number after 2 transfers we found a truck that would be ready at 1pm and they had the auto transport that we needed, we just had to go to a different location. When we got to the [redacted] location the line was long but we waited and gathered a few boxes we needed. [redacted] (the owner) then helped us. She snapped that the location was the [redacted] road and not her store. We tried to explain that the scheduler line told us to go there. She looked it up and found the reservation. She asked usif we wanted the auto transport today or tomorrow. We said tomorrow so the movers could load it. She then asked if we needed help and my boyfriend stated yes, we have never done this before. The schedule line told us we were getting a nice new truck. The truck did seem pretty new and after a walk through, that barely looked like it was checked out, we were on our way.

Then, 3pm passed I called [redacted] at the number provided and was told that he was getting a drink and would be here shortly. He couldn’t find my address and he confirmed with me. I confirmed the address and he said he would call back shortly. He did and stated still couldn’t find the address. I informed him the house has been here over 10 years and I was looking at [redacted] and the address pops up. He stated he would call back again. While waiting I texted him the address link in [redacted].

He called back and said that in his [redacted] app that it stated some other city. He infact was looking at the wrong address even though we confirmed numerous times and I sent him the message. My boyfriend asked him if he had updated his app recently and that he probably should. [redacted] then said no and said he would be here in 26 minutes. My boyfriend asked if we were going to get a discount because he would be over an hour late of the hour window they gave us. [redacted] states “why don’t you cancel it because I don’t deal with people who try to get stuff for free.” My boyfriend stated to him that he wasn’t trying to get something for free but that he would infact be an hour late. [redacted] hung up. My boyfriend called back and left a voicemail threatening legal action and [redacted] sent me a text (from the same number I sent him the address at) stating: “good luck with that they will laugh u out of court lol”

I then called Mover Helper line and was told that they couldn’t help with anything and except give me my money back or book another mover that would cost me more money. I informed the person helping that, that service is not acceptable that this service is offered by them and they back these movers. I asked for a supervisor and was told after 10 minutes on hold that one was not available and I again stated that is not ok and that I would sit on hold until one was available. He said I don’t think so under his breath and ended up hanging up on me a minute after that. This service has been awful. While I don’t expect all of my money back I do want the 41.00 extra I had to spend because a mover you sponsor did not show up and that should not be my fault or my responsibility to pay. This is a service you provide and you send them the money so you should infact take out the 41.00 of another move from B&B Movers to cover this fee.

There doesn’t seem to be any ramification against these movers when they don’t show. He did not call and just assumed being late is ok. There was someone yesterday who said he was late over an hour as well. Why don’t they get in trouble there should be some sort of recourse against this sort of thing. I was really looking forward to using this site for my moves and I recommended it to multiple people already but I can’t have this poor service.

So after a 70.00 extra bill plus 60 tips our truck was loaded. On the 11th we went to Uhaul to get the auto transport. Again the line was ridiculously long and I just wanted to know where to go and wait in the truck for the auto transporter. [redacted] snapped and called someone to get the transporter. She also snapped at someone on the radio about how they have gone through this today. 20 minutes later we are waved over because they “dug out” the transport. Now we booked this yesterday and they knew we were coming back. [redacted] then stated you are self loading right. And I had to tell her no, we haven’t done this before and need help. She rolled her eyes! We told her yesterday we needed assistance. So the car finally gets loaded and we go home to finish the last bit and head out on the road at 6pm! Our goal was to leave at 11am, but with everything being so far behind we were behind schedule.

At 8pm we go to [redacted] in [redacted] Florida. Eat a quick dinner and get back in the truck. As we are driving away the fender on the trailer on the driver side fell off and went under the tire. We called the road side assistance line at 9pm and waited for 30 minutes before they answered, then was transferred to another line. Everyone kept acting like this was our issue but the piece wasn’t molded on and the ticket we received from he inspection said that. We didn’t get off the phone until 10pm. It took until 11:30 pm to get someone to us! We ended up having to stay in [redacted] which was 2 hours away from my sister so we had to pay for another night hotel. This trip is going to cost me more money than if I had just hired movers! You were supposed to be cheaper and easier.Desired Settlement: I want you to add the insurance for the truck and the trailer because I do not want to be responsible for the equipment malfunction. I really want the 41.00 extra I paid for movers and then the 55.00 for the hotel room that I had to pay for last night.

Business

Response:

August 18, 2015

Review: I rented a truck on 8/11/15. I kept the truck for 24 hours . I choose uhaul cause they have the best rates. I have had trouble with uhaul in the past and this time was no different. Uhaul is suppose to have the most comfortable ride but the 26ft truck I rented beat me to death. I rented from dayton self storage in dayton tn. Its suspicion was bad on that truck. It bounced the whole time I drove it. It didnt handle the road good. Had it not been for the fact I needed to move in a hurry I would have took it back for another. I know how to properly load a uhaul . ive loaded several but the rough ride caused damage to a few of my items. The truck had so much damage when u left it was riduculous. Instead of uhaul just tagging the damage they need to pull the truck off the road and fix it. The brakes on this truck didnt work properly either.Desired Settlement: I would like a refund of half of what I paid on the rental. I would also like $50 towards a future uhaul rental. Uhaul needs to maintain their trucks better.

Business

Response:

September 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he attempted to reach Mr. [redacted] on four separate occasions. He left a message with his telephone number requesting a return call but had not heard back. In case Mr. [redacted] misplaced Mr. [redacted]’s telephone number, he can be reached at ###-###-####.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 was offered a refund of 70 dollars which was fine. Upon reviewing my complaint I also requested 50 dollars off a future rental. I would like this as well.

Regards,

Business

Response:

October 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed Mr. [redacted]’s recent comments to your office. She informed our office Mr. [redacted] was contacted and advised of a refund for $140.55 as requested. The refund was issued on October 16th back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.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

Review: On Dec 9th I had rented a 26' truck with auto transport from Tn to TX and paid in full 1235.59. On Dec 10th I went back with my vehicle to pick up auto transport for my vehicle. Vehicle was loaded and strapped down by the employees at the UHaul. I proceed to travel to TX. Numerous times during the trip I had to pull over and tighten straps down for they were loosening. When I arrived at the Dallas UHaul and they proceeded to unhook the vehicle the employee said "you must of had angels traveling with you for they did not anchor this vehicle down and you could of lost the car". I went in and asked at that time for a refund of $318.38 for the auto transport. On Tuesday Dec 15th I called UHaul to file a complaint with the traffic dept and also with Customer Service. I was told I was issued a refund of said amount and someone would contact me regarding issue. On 12-16 I drove the vehicle and have mechanical issues on my car due to the car not being anchored correctly, engine light on, brakes on front are making noises. I called again on the 16, 17 and 18th for no one was contacting me regarding this issue. On 12-18 general mgr Michael C[redacted] contacted me and was extremely rude to me stating that no damage could happen to car for it being loaded wrong. He said "What are you looking for a free auto transport" which was not entirely the case. I had requested they train their employees for someone could of been killed had I lost the car. He said he would contact me back. I called again today and they had closed the complaint and are not refunding my funds for the transport. I would advise against using this UHaul for safety reasons. They are totally disregarding my concerns and issues to my car being damaged from their lack of competency. I am a disabled veteran of the military and this issues has caused my PTSD to flair numerous times this week for their lack of concern.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I have asked for the refund of $318.38 which they declined and with my emotional state regarding my PTSD issues I am asking for a full refund of $1235.59 now that I am going to have to seek additional treatment and also I am going to have to pay for the repairs on my vehicle.

Business

Response:

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Michael C[redacted], our GM for our U-Haul Moving and Storage of Johnson City, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] previously and addressed her concerns. Ms. [redacted] was advised that it was common the straps can require to be snugged up from the car shifting during transit. The Auto Transport User’s Guide has a checklist that recommends our customer inspect vehicle and connections at each stop. We also provide a toll free number that is staffed 24 hours a day, every day of the year should our customer need assistance during their move. The number is listed on the rental contract and on the equipment itself. We have no record of Ms. [redacted] contacting us for assistance. Mr. C[redacted] mentioned the auto transport had no mechanical issues when rented and our receiving location also relayed the equipment was in rental worthy condition when received. 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 AssistantU-Haul International

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 customer Mr. [redacted].

[redacted], our Field Manager for our South Bay Regional Office, followed up on the information Mr. [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 Mr. [redacted]’s rental. Mr. [redacted] stated the truck was moved from the public street after he 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] has been advised he is 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

Review: Jennifer eide intentionally billing me after I moved out of storage unit. Unfair practice,and discrimination against me and my family. Damaged vehicle,damaged property inside unit,and now spiteful charges that are not true.Desired Settlement: After tolerating Jennifer eide and her cronies for the last year, damaging my personal property,and insulting my family, I think I should be reimbursed the entire year of payment due to personal vendetta,and unprofessionalism. 961.20$. Plus 138$ for damage to vehicle.

Business

Response:

December 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Manny M[redacted] our President for our Inland Northwest Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] but has not received a return call. Mr. Mendez would like a copy of the document confirming the storage move out. He mentioned their records indicate Mr. [redacted] moved out in December.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]U-Haul International

Review: My husband and I rented a storage unit #[redacted] on 6/14/2013. We rented it because of the security set ups that U-Haul provides. (Security cameras, and alarms). We have not been late with any payments in fact we have been ahead of schedule. When we went to our storage unit this past Saturday 8/3/2013 we found that our lock had been grounded off and a different lock in its place. [redacted], a U-Haul employee was doing everything humanly possible, with means of taking pictures of the damaged door and trying to get in touch with the General manager. He refused to come in and take care of the problem. [redacted] also had told us that they had some locks cut off for an auction a few weeks prior to us showing up. We were told we had to call a locksmith and pay for the locksmith to take the lock off. No one but my husband and I had keys to this locker. It cost us $45.00 and we also had to have the police there to take a report. Once the lock was removed we did find our things still there. We felt our belongings were no longer safe in the storage unit so we emptied out the unit. When I called customer service, they gave me U-Haul Corporate in the Denver, CO. I have tried for hours on Monday to get someone to contact me, with no response. The general manager here at the U-Haul in Grand Junction did finally call me and all he could do was place the blame on us about the lock being cut off. Yet the only thing he said he could do for us was refund our monthly payment. Which we feel since someone had entered our locker on 7/15/2013 and changed the lock, we should have been reimbursed for the locksmith as well.

We paid U-Haul for a storage unit with the intent that they would make sure that if an alarm went off that they would protect our things. When we went back to take the new lock off and turn it into them, the gen. mgr wouldn't even come out to speak to us. He had some young lady talk with us. She mouthed off at my husband telling him that they don't live there to keep an eye on all the storage units. My response to that is that's what the security system is for. She was rude and said they didn't have to reimburse us for anything that we should be happy with what we got. I'm not happy about any of this. We have been stressed out very much. Also I have called corporate many times and NO ONE will call me to try and settle any of this. I even told them that if U-Haul had accidentally cut off the wrong lock, that all they would've had to do was call us. We would've went down there, made sure everything was secured and there would not have been a problem. But to keep being told that it was our fault for not going down there and checking on things on a regular basis. That is the whole point of security systems. That is what we thought we were paying for besides the storage unit. All anyone can say was: Well as long as all our belongings are there nothing to worry about". But what they fail to understand is we paid $45.00 cash to get into a locker that someone else had access to instead of us since 7/15/2013. That is what I am upset about. The police officer took pictures of the damaged locker, and the metal shavings on the floor. The locksmith picked the lock instead of cutting or drilling the lock off. I also kept the lock he took off.Desired Settlement: I would like corporate to contact me at ###-###-####

I want to be reimbursed for the locksmith $45.00 I will send proof of the bill if desired.

Business

Response:

August 9, 2013

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

[redacted] the Executive Assistant in our Denver, CO Regional Office spoke to Ms. [redacted] today. Ms. [redacted] offered her apologies to Ms. [redacted]'s for her inconvenience and is refunding the $45.00 for the lock replacement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I used UHAUL UBOX for my recent move. The company is extremely unorganized and has very poor customer service. When my movers arrived to pick up the UBOX the box was broken and UHAUL just canceled my order. I had multiple people calling me from several different locations all day-- all of them telling me there was "nothing they could do". On top of normal moving stress, UHAUL made my day and entire move absolutely horrible.

My real complaint, however, is that in addition to the fees I agreed to, UHAUL charged my card $175.81. They later called it a "storage fee" but I was never told about this fee. I budgeted my move very carefully and never agreed to this charge. It is not listed anywhere in my documentation. I have spent the past month calling UHAUL about this issue. I let them know that I either need documentation showing that I agreed to this charge, or a refund needs to be issued. They have not helped me resolve this issue, and instead have transferred me department to department where no one is either able or willing to help.Desired Settlement: At the very least, I would like to be refunded the $175.81 charge that I never agreed to. Without proper documentation, this is a fraudulent credit card charge. It would be nice if UHAUL also reimbursed me for the added pain and suffering of this entire ordeal.

Business

Response:

March 21, 2014

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] and offered her apology for the inconvenience she experienced. She addressed her concerns and explained that what was on her printable version of her online reservation was exactly what she had ordered. She also explained the price she agreed to for shipping the U-Box is not inclusive of the price of the U-Box and insurance. Ms. [redacted] offered to send Ms. [redacted] 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. Ms. [redacted] requested a full refund, which is not warranted and will 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,

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.

The charge of 175.81 was never approved by me. I never saw the invoice Lauree sent me yesterday until yesterday-- I am not happy with this response as I still see this charge as completely fraudulent. I have had a horrible experience with UHAUL-- what would I do with vouchers? Even a partial refund would have made more sense as they not only charged me something I never agreed to, but caused me a series of problems on my moving day. This is not resolved.

Regards,

Business

Response:

March 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Brooklyn, Queens, Staten Island regional office, reviewed the recent information Ms. [redacted] provided. She informed our office a message was left for Ms. [redacted] advising her our decision in the matter remains the same, however, they did increase the value of the VIP Certificate from $50 to $100 and did send it to her email address today.

Please note there is no way Ms. [redacted] could have made a reservation and shipped items without first making a reservation for a U-Box and paying for it. The system does not allow a customer to move to the next screen unless they select a choice of U-Box. Ms. [redacted] also relayed that when Ms. [redacted] received her receipt via email, she never opened it.

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.

I did select a Ubox, however, I was never told that this would be an additional charge to the 1,441 and movers fees which I agreed to pay. "Ms. [redacted] also relayed that when Ms. [redacted] received her receipt via email, she never opened it." -- I have no idea where this information is coming from. I open all of my emails and promptly sent the Uhaul representative all documentation I received. How would they know anyway what emails I am opening and not opening? Happens to be irrelevant, because I open and respond to all emails I receive. Very strange how they have new excuses every time the issue is discussed. I will say it again-- not only was I not informed while checking out at Uhaul.com, but I never ever received an email invoice detailing the charge for 175.81.

I still hold that I never agreed to the charge of 175.81. Uhaul has yet to provide any documentation whatsoever proving their claim that I did agree to it-- this is absolutely unacceptable. Absurd that a company as massive as Uhaul is getting away with fraudulent charges... this money is pennies to them. It is a lot to me and I am a very meticulous person and would have documentation / screen shots of this had I agreed to it.

The vouchers are meaningless to me, and honestly, totally insulting-- why would I ever give them more of my money? I will never be using this business again.

I have cooperated completely with Uhaul-- called incessantly, sent them all documentation-- I don't think they ever had any intention whatsoever of resolving this issue amicably.

Regards,

Review: A corporate complaint was file regarding a blown out tire. Manager with no empathy and offer $50 dollars to sweep it under the rug.

Problem date 8/1

Purchased date 7/31

Method of payment was a [redacted] card in the amount of $260.85

Order number: [redacted]

The truck wasn't fully inspected. The inside right rear tire had a blowout occurred with the truck that was full to capacity traveling 85S. This blow out could have caused lives to be lost. The tire was changed but it was an indication that service on the vehicle wasn't up to date. The tire was completely shredded. A complaint was filed with corporate, in turn the manager of one of the locations called. His name is Steven and his phone number is ###-###-#### which apparently is his personal cell. He offers $50.00 for our troubles. Not once did he try to state that the truck was inspected or apologized for the trouble. Pretty much to say, this is hush money. This is unacceptable and I should have just rented a truck from Penski considering that the company has never given me a problem.Desired Settlement: The resolution that I am seeking is a full refund. Maybe this will make them keep the maintance up on their vehicles by going through their money sources.

Business

Response:

August 11, 2015

Where do I start...?

Picking up the truck was the only smooth part of the whole process. Besides the fact that the truck takes 10 minutes to start every time you need to start it, whenever you apply the brakes over 40 miles an hour the truck shakes so bad that it about changes lanes. It definitely rattles all of the boxes and furniture around that you have in the back.

I would say the worst part of this whole experience was when the air conditioner went out for the last few hours of the move. We are in Arizona  and the temperature was 105° when this happened. I called the location we rented the truck from when it went out and after explaining what was going on, the firest person hung up on me. The second time I called they transferred me to roadside assistance, who been basically said they don't know why they would transfer me to roadside assistance because there's nothing they can do about air conditioning. Roadside assistance said that I, the customer, would need to bring the truck into the shop to have the AC fixed!

I've then called that location a third time and ask to speak with the manager. The person I spoke with the third time said that the manager was currently talking to a customer and he would have him call me back when he was done. I never received a phone call back. After trying to start the truck for 15 minutes the next morning I tried the air conditioning again, and it worked. What the heck? When I returned the truck I explained to the gentleman at the counter how I received the worst customer service possible from them. He then said that I would need to speak with the manager, who was sitting right next to him. I had already been waiting in line for 10 minutes and then waited another 10 minutes for the manager to finish. I was unable to wait any longer as I needed to drop my daughter off at school. The manager heard what I was telling the person sitting next to him and said I'll be right with you. You think if a disgruntled customer just left the building that the manager would call them as soon as he had a free minute. No call. This location has zero customer service skills including the manager.

There's a new U Haul facility that just opened up on the 303 in Waddell  Arizona that we were planning on renting a covered parking spot for a fifth wheel. Because of this experience at this location we will never use any u-haul locations again for any kind of service. I highly recommend that you train your managers to give a customer the service that they would want to be treated with. And maybe you should also enforce that the managers pass that training on to the people underneath them.

I booked a truck and storage unit over the phone, or so I had been told, only to learn that the representative never booked my storage unit. When I tried to get this resolve all storage units were sold out except for one in an extremely unsafe area. They were unwilling to do anything for me, even though they had the phone call that proved their representative had lied/made the mistake. Their only solution was for me to book a storage unit elsewhere and pay for it (UHaul had a deal for a free month of storage which is why I booked with them). I thought it was completely unfair that their option was for me to pay for their mistake. They were not willing to discount my truck rental or reimburse me for the troubles whatsoever. The manager I spoke with was rude and accusatory saying that if the representative said he made the reservation he would have because they get commission. When I suggested she listen to the phone call to verify my story she said she didn't have time for that. I cannot believe I got such bad service from such a well known company. Their mistake has now cost me over $200 and countless hours of stress and worry.

Review: On Saturday May 30th, I rented a truck from one of your locations in [redacted], **. My Order number was [redacted]. I originally reserve a 17' truck and 9am. I had to change the time to 12pm and did that via chat on your website. I chatted with a representative named [redacted] and he took care of the change for me. The only thing that was discussed was the time change. Without my permission, he changed the size of the truck to 26' and I was therefore charged for a 26' truck. The only reason I chose to go with Uhaul was because of the relatively cheap price of a 17' truck which was $30 in town. There was never an agreement to upgrade the truck. nor was there any mention of the change in the truck size when I changed the time. If you guys want to change the size of my truck because that happens to be the only one available, then fine, but you cannot charge me a different price because there was already an agree upon price of $30 when I booked the truck originally. The other issue I had was I have a $20 gift certificate I was trying to use and online when I booked the reservation, it told me to bring it with me to show the customer service rep the code. I tried that when I picked up the truck he wouldn't process it for me, he told me to bring it back when I drop it off. Well when I dropped it off the next guy told me that he didn't know how to process that and I would have to come back in the morning to speak with a manager. I came back the next morning and tried to use toe coupon code and the guy basically told me that he was not accepting it and that the manager was not in. I was so sick of being told that they wouldn't accept my gift certificate code. I am appalled that I was given the run around for a $20 coupon.Desired Settlement: I want to be reimbursed for the $20 coupon code that they would not accept, and the $10 for the difference in price in the truck sizes. That would bring it to a total of $30 that I am due. If this is not done in a timely manner, I will be disputing this charge through my credit card company.

Business

Response:

June 4, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and offered an apology for the inconvenience he experienced. He also explained a refund for $30 was issued back to his Master Card 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

Consumer

Response:

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

Regards,

Review: I ordered a Uhaul truck online. The day before we were to move, Uhaul called and left a message on my cell stating that they do not have a truck available in [redacted]. So, I called Uhaul and was able to get a truck for my son to pick up in [redacted], and drive it to [redacted]. The company did give me one more day for free and gave me mileage from [redacted] for free. We loaded the truck the day of the move. The following day, I drove the truck to [redacted] truck stop, where we filled it wil gasoline. Then we proceeded toward [redacted]. At [redacted], while on the [redacted] going 65 miles an hour, the truck engine died. This left me with no power steering and no power brakes around a curve with lots of Memorial Day traffic. I was able to safely pull the truck over to a stop without injuring myself, the truck, or other travellers. This was very difficult without power steering and power brakes. I am an old farm girl, so I knew what to do, but if another person were driving they likely would have crashed, causing great harm. I noted then that the oil light was on when I tried to restart the truck and it would not start. I called Uhaul for assistance. They were able to tow the truck to our final destination arriving 6 hours after the incident, leaving us to unload the truck from 8 pm to midnight in the dark.

When I called the customer service to ask for my money back for the rental, I was told to hold on the line and they would find out "what was wrong with the truck" before they could reimburse me. I held on line as long as I could, but with no back ground hold music, I finally assumed I had been cut off.

This truck was a very new truck with only 26,000 miles on it. I am very concerned that if this truck goes out on someone else that they or the cars around them could be seriously injured. Please look into this for me. I would also like my money back for defective equipment.Desired Settlement: I want to know if other Uhauls or large engines of this year and model have had engine failure and left drivers without power steering or power brakes. My son, who likes cars and engines, stated that it could even be a sensor problem on newer vehicles. If that's the case, I would rather have had an old truck that doesn't just die on the interstate going so fast.

Business

Response:

May 28, 2015

Revdex.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 informed our office he sent [redacted] an email advising her of a refund he issued her in the total amount of $164.00. [redacted] mentioned this amount reflects an adjustment on her rental due to the delay she incurred. There were two days allowed on the contract and he waived extra charges in the amount of $66.50 that she was charged when contract was closed 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,

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have been renting with Uhaul for approximately a year now. My Unit was broken into along with other units. I was never notified. I found out an entire month later, and only because I sent my mom there to pick up items. Upon reaching my storage she notified me that my lock was changed, and the office told both her and I they could not disclose anything. After arguing with the office attendant via phone I was told that my unit was broken into a month ago, and the manager had changed the locks, and if I had any further questions I needed to wait because she was out of town. I have made two payments since this break-in and was not notified. Haul told me that it was the police(s) job to contact me because they did a police report. Where are your protocols and procedures regarding these issues? Do you have none? I was also told by [redacted] that there isn't anything I can do because I don't have receipts for previously purchased missing merchandise. Merchandise that would not have been robbed if "24 HOUR SURVEILLANCE" and keypad locked units were actually unable to broken into like portrayed. I am at a total loss at the moment, and I want answers. I was told that I would receive a call from a lady named Roxie, who I was told was the Store manager over all Central [redacted] locations, and Tom B[redacted] who was the Regional Manager over that area. The Unit was in [redacted], on [redacted] Neither person has returned my calls, or responded to the live complaint I have submitted over the phone. DonnaLynn who is the Manager on site, called me a liar and told me that I was not told the information that I provided her. If your calls are recorded then I am requesting a copy of them all, as stated in your automated system. I have not been able to reach [redacted] and I have logs of the times I have attempted calls, I have also left two messages for the detective and have heard nothing. So as a result of someone being able to get on-site and steal customers merchandise your company offers no resolve for affected clients. I am appalled at the entire situation, and I am angered as I can receive payment due dates via online and in the mail, and to my mom's phone, as I have today and my due date is not here yet, But I could not be properly notified that my merchandise was stolen, and what left vandalized. As a Corporate company you need to do a better job of accommodating your customers. If after a year this is how I am treated, that says a lot about the company you run and represent.Desired Settlement: I demand a refund of my last two month and adequate timing to remove my things from that storage. I am no longer interested in doing business with a company that has regarded me in a such a manner. And I also demand proper payment of the items lost. And an adequate explanation of what happened and how this was possible. I have been told nothing, no details, no updates, and no information regarding my account. I want back what I lost. And if Uhaul wants receipts dating back 1-3 years of items purchased, have your rep look in my storage through the broken glass, papers, furniture and clothing that is damaged and still left in there. This makes no sense how I am held accountable for items stolen on your watch! Do better as a company.

Business

Response:

May 28, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Tom B[redacted], our President for our North [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced due to the unfortunate random act of break-in. He advised her he had contacted [redacted] Insurance Company and requested they expedite her claim for [redacted] Coverage of $1,000. Mr. B[redacted] also provided her with one month free storage in the interest of customer good faith and asked her to call him when she was planning on moving her stored belongings to Georgia and he would assist her with getting the right U-Haul equipment at the lowest cost.

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 used uhaul ubox service and hired movers through uhaul (Powered by uhaul, movers paid through uhaul, and phone # on cc is for uhaul) I paid to move boxes from MI to CA during the move I was charged storage fees of $500. while I was also paying for moving fees of over $4,200.- This is incorrect I should only have been charged for the moving fee as I paid to have them moved.

I used Uhauls moverhelper site to hire labor, each mover I hired was unable to do the job even thought they listed them as open to work, after each one canceled, I had to hire another one and enter my CC # just to find out they could not work also. Each time I had to enter my cc to set up moving help before they canceled, my Credit Card was charged for every one of the five movers that could not do the job. I was charged hundreds of dollars over $800. and only given back very small amounts less that $200., nothing even close to what I was charged I should not have been charged anything at all because not even one of the movers was able to do the job. I called the number on my CC statement it goes to uhaul and the person on the end says movers is not uhaul, I disagree it is uhaul as this is the phone # associated with the charges. I have called, I have emailed, I have asked for my funds back and I have gotten no results!Desired Settlement: I want my money back, I feel I have been defrauded by u haul and u hauls associates.

Business

Response:

January 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, followed up on the information Ms. [redacted] provided. She has been in contact with Ms. [redacted] by email. Her most recent email is as follows dated January 4th:Thank you for getting back to me. I would like to apologized for the issues that you have had with our company and moving help. I would also like to ask if you got my email with the receipts that I sent you last week? I am just trying to figure were the issue with your move started? And how can I help you make it better? Your original reservation was set up for storage only and that was what the $550.95. That was for 1 month of storage and the delivery of the 5 boxes to your address in Ypsilanti, MI. You also ended up adding the $25 per a box coverage. By the time we picked up your UBoxes on 11/17 and shipped them out you were going into your second month as the UBoxes were delivered on 10/22. I remember speaking to you about the shipping charges as you wanted to know how much it would be to ship 4 boxes instead of 5. The price I quoted you for 4 UBoxes to be shipped to CA was $3628. Your ended up using the 5th box so that made the new shipping total $4280. I have received the letter you wrote to the Revdex.com. I have spoken to the reps for the moving helpers also. I have got all the charges that you were charged for the moving helpers. The first one was a charge of $205.95 on 2/16, this was refunded on 12/17 as 3 different refunds of $150, $5.95 and $50. The next charge was for $240.95 on 12/17 this one is still showing as a charge and the reps from moving help said you would have to call them to get this one refunded. Their number is 866-748-4110. The next one is a charge of $145.95 on 12/17 and this has also been refunded in 3 different refunds of $90, $5.95, and $50. The next charge is $225.95 on 12/17 and this one was select to be used as a certificate and you would have to go into your moving help account and select it to be issued as a refund to the card instead of a certificate. The next one was a pending of $225.95 and this was just pending and was never actually charged, if it has not been refunded yet you would just need to call your bank and give them the authorization code 031051 and they should release it. And the final charge that I have found is for $145.95 on 12/17 and this one you would also need to give authorization code 024656 to have them release it if it has not been released. Please let me know if you feel that the above information is not helpful.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 AssistantU-Haul International

Consumer

Response:

The response has no additional information (no attachment) therefore I have to reject it. Please feel free to try again and attach the response as I will be happy to review it in order to resolve this.

Business

Response:

January 19, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Alisa K[redacted], our GM for our U-Haul of Farmington Hills, sent Ms. [redacted] another email as follows:Good afternoon. The charges for moving help are being refunded and should take a few days for them to be credited back to your account. I have had the calls pulled and did notice that nobody informed you of the delivery charge for the final location only about the days the location would be able to delivery the boxes. For this issue I would like to apologize again and I will go ahead and refund you for that delivery charge. This will also take a few days to be applied back to the credit card that we have on file. As for the storage fees, those where incurred from the moment you had the boxes dropped off. The units are portable storage units and it is stated in your contract, on our website and you were informed of the storage fees at the time you made the reservation. Unfortunately by the time you were ready to have your UBoxes shipped the first month of storage was almost up which resulted in that second month of storage. Being that these are storage boxes monthly storage incurrs even if they are at a UHaul facility or the customers house. Again I would like to apologize for any miscommunication issues.As of today, Ms. K[redacted] has not heard back from Ms. [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 AssistantU-Haul International

Review: I moved 200 miles from my home and needed a UHaul. I called on a Monday to reserve a Uhaul for Friday. It was more convenient to get the uhaul on Wednesday afternoon, so I called & reserved a Uhaul [redacted] in [redacted] for Wednesday. I am afraid of dogs, so when I opened the door to the business, I ask "Do You have any dogs?". [redacted] said "Your License?", well in order for me to give my license I would have to go inside, so I ask again "Do you have any dogs?", [redacted] replied "Do you see a Beware of Dog sign!?!" which was very rude. I replied "The reason I asked is because there are dogs in other small business in the area like [redacted] & such". [redacted] says "Well, I am not Robison Road!". So, I just stare at him because I am thinking what did I do to this man and I don't want to give him this 300+ dollars and he is treating me like this, but I need this Uhaul. So I hand him my license, but I said to him "You are being very rude, I am going to give you this license, but I don't want to and who is your boss?" he says, "I am the owner!" well, I say "Then, I am going to call Uhaul and report you." [redacted] then slides my license on the counter and says "Well, You can get your Uhaul somewhere else!" I take my license and call uhaul because I need this truck. I tell them [redacted] is refusing to rent the truck. The Rep states he can't & she wants to speak with him. [redacted] tells me "They can call my phone." I tell the rep what he says & she finds me another place to get the uhaul, the next day 16 miles away in [redacted] as [redacted] with [redacted]. This was a HUGE inconvenience because I took off work on Wednesday evening to move my things from storage to the uhaul, I also was able to get 2 extra young men to help with the move. Because [redacted] refused the truck, I had to call off work on Thursday eve also, my 18 yr old daughter had to leave work early to drive my vehicle back from Hooks, Tx because I had to drive the uhaul. I did not have the extra help that I had the day before. All around horrible & very stressful experience.

So, I called to file a complaint on Thursday, October 30th and I was told that [redacted] (regional field supervisor) would contact me within 48 hours. Well, I called back before then to make sure that if I go ahead and pay for the Uhaul that I would still be able to possibly get reimbursed and a very nice customer service representative named [redacted] said that renting the uhaul will not make me ineligible to receive a refund. So, I waited and I ended up calling [redacted] on Monday 11-3-14 afternoon. [redacted] listened to my side and then told me that [redacted] acted that way with me because someone poisoned his dog a week or two prior. I am a very understanding person, so I felt bad for [redacted] situation, but that is absolutely NO reason for [redacted] as a business owner and representative for Uhaul to treat anyone like this. I was surprised at [redacted] to have made that excuse for him. [redacted] went on to tell me that he could not reimburse me because I rented the Uhaul and got moved. I told him about the conversation that I had with [redacted] about going ahead and renting the Uhaul will not make me ineligible to receive a refund and [redacted] insisted on not reimbursing. I asked to speak with [redacted] mgr and [redacted] told me that his boss will not give me a refund either, but he will send him an email. [redacted] offered me 50.00 off my next purchase or product with Uhaul, but there is nothing I can do with that. Well, no one has tried to contact me regarding this matter so I am filing a complaint with the Revdex.com. This entire issue from start to beginning has been a mental strain on me, my job, my family, the move and my emotions. I don’t ever remember having a customer service experience that bad as with [redacted] and then for Uhaul Manager to excuse the actions and refuse to understand and compensate for the experience.Desired Settlement: I am requesting a full refund for the amount of the rental. I missed two evenings of work, my daughter missed 1 evening of work. I also got wrote up on my job for not adhering to my schedule because of the time I had to take off. I had only me (female) and my 2 teenage sons moving a 25 ft storage full of furniture & I have asthma which limits my activity or puts a great strain on my lungs with too much activity when the day before I had two extra young guys to help load my furniture. This entire situation was very stressful, because I had to figure out now what I was going to do & how I was going to get it done. If I could have just got the Uhaul on Wednesday evening, my move would have been smooth sailing.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our [redacted], followed up on the information Ms. [redacted] provided. He informed our office he was present in the Traffic Department the night Ms. [redacted] called. She was offered an alternate pick up location, which was just 3 miles away. Ms. [redacted] relayed that she would need to find out if she could go to that alternate location. She then showed up at 3:00 pm to rent the truck without prior confirmation, however, the truck was no longer available because we had not been able to contact her. She was sent to another location to secure the truck and completed her move without incident. She was given extra miles and days to complete her move along with a $30 discount for having to go to an alternate pick up location. As we value Ms. [redacted] as a customer, she was also given 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. Mr. [redacted] mentioned he believes they did what they could to accommodate Ms. [redacted] and no further refund or adjustments will be issued. He has attempted to contact her but every time he has called her, he receives a message stating at the subscribers request, this phone does not accept incoming calls. Mr. [redacted] can be reached at [redacted] or direct at ([redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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.Okay, I received an email on December 1st that Uhaul had responded to my complaint and that a response is needed from me. On Dec. 3rd, I read Uhaul’s response and called Uhaul to try to resolve the matter again with them. First of all, the incidents that occurred on the response are not exactly how they are recorded. And I also provided a valid contact number to at least 4 agents during the time of these occurences within Uhaul, so there should not have been a problem with contacting me. Okay, now when I called I eventually spoke with Mr. [redacted]. Mr. [redacted] did not want to listen to anything that I had to say. I even asked him can he listen and he continued to over talk me and disregard any matters that I incurred during those 2 days in October. Mr. [redacted] continued to take up for [redacted] by stating that [redacted] is one of the best reps he have and that he has great reviews. I tried asking Mr. [redacted] is he saying that I am making the story up and he continued to disregard my questions or the emotional stress that I went through with Bubba, the previous Manager I spoke with and now Mr. [redacted]. Mr. [redacted] told me that I could not get a refund because I got the rental and that they already discounted me 30.00 and they gave me a 50.00 VIP Certificate for Uhaul products. Well, first the discounted amount did not make up for the gas that I had to put in my personal vehicle to go get another Uhaul after [redacted] refused me the scheduled Uhaul and the time off work for me and my daughter. Also, I told the Manager that issued the 50.00 voucher, that I can not use it and I still have it in my email which I can not put any use to and will not benefit me in any way. I also tried explaining to Mr. [redacted] that I got wrote up (disciplinary action) at work for missing that time away. Mr. [redacted] again did not take into consideration none of the inconvenience, emotional stress, financial matters that offset me hugely in this new move of mine. I am still requesting a refund and apology because none of the Supervisors have understood the situation, the disrespect from [redacted] and themselves, nor took responsibility for any of the immoral behavior and unnecessarily rude customer service on all three supervisors parts. And again, I updated my telephone number with the service rep that answered the phone.Thanks, [redacted]

Regards,

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our [redacted], reviewed the recent comments from Ms. [redacted]. She advised our office that Ms. [redacted] was given the option to get a truck the same night from an alternate rental location but chose to wait until the next day to pick up the equipment. In an effort to resolve her concerns, the VIP Certificate that was previously issued was canceled and a refund for $50 has been issued back to Ms. [redacted] account. The refund should post on her next credit card statement.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

Review: About the second week of May I went to the U-Haul website to arrange for a vehicle, equipment, and supplies. The total estimate, including boxes and packaging, was roughly $1300. I did not keep the original estimate I printed form the website because I did not expect the overall experience to be a nightmare.

When I went to an agent in St Robert, MO to buy a few boxes a week before my move, the man at the counter looked at my estimate online and confirmed the cost. This was not the agent I had requested to pick up my truck.

The day before I was scheduled to get my truck and car hauler I got a call from an agent in Dixon, the opposite direction and farther from my home than where I had requested. She told me she did not have it yet but expected to have it later that night and that my car hauler would not be available until the following day (Saturday). I told her I needed to leave Sunday so I needed the hauler by then at the latest.

I went to her location to get my truck. She did not have the products I requested, only the truck. I had requested an appliance dolly which I had to get at another agent. When she rung up my order, the cost was over $1200, with nothing but the truck and car hauler. Do you see the problem I see? My initial cost for everything was about $1300, and she was asking for $1200 with nothing but truck and trailer.

I got the car hauler only to find the straps would not fit over my tires without letting virtually all the air out. My tires are standard tires. I had a small compressor to refill the tires at my destination but since I was alone I had to put my vehicle back on the trailer to take the whole package to the drop off location. I called the number for a local facility in Bowling green but was routed to the corporate CS line. The lady who answered the phone was useless. I explained I needed to speak to a local agent to ask if they may have someone who could give me a ride home so I would not have to deflate my tires with no way to refill them. Her only response was that U-Haul does not offer that service. Thank you very much, I am aware it is not a service but it is entirely possible the local agane may be willing to give me a ride three miles back to my house.

My other complaint with my experience was labor. I requested labor through the U-haul site for the pick-up location. I NEVER got a response from that company. I asked one of the local agents in St Robert if he knew of any local companies that do labor. I called the number he gave me, they do not do labor. I had to call around and find someone at the last minute, this cost about $100 more than the original estimate I got online through your site. If you are going to have an association with outside, third party services it would be advisable to at least require them to respond when someone requests their services.

Lastly, I found roaches in the boxes I bought at U-haul. This is a fact I am sure of because I had not had roaches (picture included, see below) prior to buying those boxes and yours were the only boxes I bought. Also, those boxes are considerably less substantial than they were a few years ago, they crush too easily, very low quality.

I have used U-haul in the past and never have I had such a horrible experience. Customer Service in our nation has declined steeply since the mid 1980s and U-Haul has now joined the ranks of poor, uncaring service providers in my view.Desired Settlement: I want U-Haul to ensure boxes are free of bugs. I want U-Haul to ensure if something is planned through the website it's agents are in compliance. If a third party service is offered through the site I would like U-Haul to be responsible for ensuring that third party is compliant.

I realize it is asking too much that they would cover the cost of my move but the entire process was extremely frustrating when I thought it was all covered only to find at the last minute we had problems and differences of cost expectations.

Business

Response:

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Missouri Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and was able to reach an amicable resolution. A refund for $300 was issued back to Mr. [redacted]’s [redacted] Card account as an adjustment on 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

Review: I am filing this complaint regarding a vehicle I rented from U-Haul and the experience I had with this branch, corporate and the vehicle. I have been trying to resolve a matter with this U-Haul branch shince last week. Today I sent a letter to their corporate office. Below is what I sent which should highlight the issues and concerns I've had to deal with in the last week:I do not have my contract number available, but I believe it can be looked up by my phone number (###-###-####, I rented a 24' box truck from a Hartford, CT branch from 5/30/15 - 5/31/15.I have to say I am disgusted with this branch and U-Haul's HR Department who I just got off the phone with. I was in touch with corporate and the Hartford branch last week. My concerns were regarding the truck I rented for the weekend. I am not sure if it's all on file but the concerns were the age of the truck, the lack of airbags in the truck (which is concerning for my pregnant girlfriend who was in the truck with me), the hydraulic system or shock absorbers (or lack thereof) which attributed to items falling over that were initially strapped in and secured properly. The fact the truck would not start on at least 4 separate occasions which attributed to the loss of approximately no less than 3 hours of moving time. And one time it broke down on the side of the road, fortunately it started up again and I was able to continue to my destination. Needless to say, the rental of this truck was more of an inconvenience than a help.I returned the truck on Sunday and when I told the staff my issues they advised they were aware of the issues and have had similar complaints. Obviously this is concerning to me and I question why this truck is even being rented anymore. The staff further advised they would like a new truck but will not get one from corporate unless they get enough complaints and embellish the complaints in order to make them sound more severe; also VERY concerning to me.I called corporate earlier in the week who took most of this information down and advised management would call. I received a call from [redacted] who is the manager at the Hartford branch I rented from ([redacted] advised she could give me a $100 VIP voucher towards future rentals through the company, since I just moved into my permanent home I advised this is not something that has any value to me and asked if she could refund the $100 to the bank card I used to rent the truck. She said shed have to get back to me. I called daily and every time I tried to reach her she would not return my calls. I was finally able to get in touch with her today (6/8/15) where immediately she told me she couldnt refund the $150 (not sure why she mentioned $150 when we discussed the $100 voucher the week before) and at most she could put $50 back on my card but advised she didnt have the authority to discuss refunds over that amount. She took my information and advised HR would reach out to me shortly.Within 10-15 minutes I received a call from [redacted] with Human Resources. She was very confused as to why [redacted] would offer any monetary refund to my card and said there was no way they could refund me any dollar amount since I completed my move.It seems no one listens to me, sure my information was taken but if [redacted] really listened to me shed understand completing my move came with headache, broken items (which Im not even claiming for the sake of not having to deal further with your company), the safety of my pregnant girlfriend and a complete inconvenience. Also, [redacted] advised the truck is still being rented out and no one is having issues with it. Im not sure if the truck was maintenanced since I returned it but [redacted] might as well have called me a liar the way she was talking about it.The fact I was told by [redacted] at the Hartford branch she could refund $50 back to me obviously leads me to believe your company can refund $100 to me. There are so many issues with this entire transaction and the communication throughout the week. Im seriously concerned for anyone else who rents that 24 box truck in the future. Im also concerned with how this was all handled. Ive used U-Haul many times in the past; this may be the last time. I need to know if there is anyone in your company who is willing to take the time to talk, honor my request of the $100 refund and not speak to me in a condescending manner and actually seem like they care for their customers concerns. [redacted]Cell: ###-###-####Work: ###-###-####Email: [redacted]Desired Settlement: I am simply looking for the $100 that was offered in the form of a VIP Voucher to be refunded into my bank account from the bank card I provided to pay for the truck.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Connecticut Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a full refund for the rental fee in the amount of $153.92 was issued back to Mr. [redacted]’s [redacted] account for the inconvenience he experienced with the rental as well as our employees. The refund should post on his next credit card statement.As we value Mr. [redacted] as a customer, he was also sent 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. 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: I had ordered hitch install on my Honda Pilot 2007, After dropping my vehicle off at the location, half an hour later, @1:18pm on 05/23/2015, I received a call from the business, stating while in the process of installing the hitch, they broke the bolt join, and now they cannot install the hitch.

Technician told me to come and pick up my vehicle and get it installed somewhere else.

My issue is two-fold.

1) I need my car back in the condition at it was dropped off. Irresponsibility and careless service on their part cannot be accepted.

2) I want them to honor the service agreement, and get the hitch installed on my vehicle. Even if that has to be done at other location. I am not responsible for paying anything extra.

Since I have a planned trip on Monday, I am making the business responsible for any cancellation charges and for pain and suffering that my family will go through for not able to make the trip.Desired Settlement: 1) I need my car back in the condition at it was dropped off. Irresponsibility and careless service on their part cannot be accepted.

2) I want them to honor the service agreement, and get the hitch installed on my vehicle. Even if that has to be done at other location. I am not responsible for paying anything extra.

Since I have a planned trip on Monday, I am making the business responsible for any cancellation charges and for pain and suffering that my family will go through for not able

Business

Response:

May 28, 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 Northwest [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and provided him with the telephone number to RepWest Insurance Company in order to file a claim for his damages.

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 Contract # [redacted]

Rented a one way truck from Canton NY to New Smyrna Beach FL I submitted the order online.

My mover, [redacted] stopped in to Canton location several times to make sure we were going to get a satisfactory truck at that location. He was concerned the truck be in good condition as I recently had a heart transplant and needed to be as comfortable as a moving van could be.

The 17ft truck was not at the location and was ten miles away. I did contact Canton and they gave me a $50. location guarantee refund. Satisfied with that.

I will mention at this time my driver of the truck has a CDL license.

I contacted the complaint office and spoke with a [redacted] the Monday following the move requesting a refund based on the following truck issues:

The transmission was failing and winded out between 2nd and third gear. This caused an large amount of gas to used. The brochure stated 10-12 miles per galloon. We got 5 - 6 mpg. Thus the cost of gas doubled.

The truck had excessive heat in the cabin floorboards caused by the engine. The estimated heat coming from this was in excess of 110 degrees making it impossible for me to sit in the seat correctly with was extremely uncomfortable for me as my body is still recovering from transplant and A/C provision was in the features of the truck we rented.. My feet swelled and I once left my shoes there and had to take them into the sore to cool down prior to placing them on my feet. I could not sit in the seat. [redacted] had to endure this burning of feet and legs in order to use the gas pedal. I am not sure if there is suppose to have A/C on the floor but I am sure it is not intended to be so hot as to swell tour feet and burn you.

We called Canton location and was given a phone number to call as they could not handle our problem. We attempted to call 3 separate occasions to be placed on hold and it was late at night. 1st call hold for 50min. 2nd call hold for 45 min and 3rd call 60mins. to cut costs of phone minutes we decided to give up and report when we dropped off truck at which time we were once again told the could not handle our situation and to call complaint department which I we did immediately.

We talked with [redacted] and explained the situation I just related to you. He said he had no report of that to which we replied we tried to call and have proof on our call phone. He explained how busy they were that time of the month and tried to turn the problem back on me. I told him if that was true they should have adequate staffing and or a number we can get a recording to leave a number to call us back and explain the situation. Their lack of ability to contact them was not my problem and I felt 160 mins was certainly enough time spent in trying to contact them.

He offered a $250 refund which I would not accept as that barely covers the excess gas we used. It was not enough to compensate driving with a faulty truck and they did not live up to their end of the contract and I wanted a full refund.

Here are features of truck they promised:

Features

Fuel economy gauge

Air bags

Seats for 3 adults

Automatic transmission

Air conditioning

AM/FM radio

Gentle-Ride suspension

Disc brakes

Widest and shortest ramp

Hitch with 2" ball

Tie downs

Rub rails

Fuel

Unleaded fuel.

Fuel tank capacity: 40 gal.

Miles per gallon: 10 mpg

[redacted] said he would get back to me within 24-48 Hours. Much more time has elapsed, hoping you can help.

They FAILED to deliver the expectations of there contract.Desired Settlement: A refund of total Paid $1833.56 as they failed to fulfill contract.

Business

Response:

August 23, 2015

Review: WITHOUT PREJUDICE

I am writing to complain about the horrible service that I received from Uhaul and [redacted] in relation to my move from [redacted] to [redacted] to start a new job at the beginning of August, 2014 and Uhaul’s failure to deliver a ubox containing my belongings on the guaranteed delivery date of August 6th.

I ordered Uhaul’s Ubox service to ship my goods from [redacted] to [redacted] with the help of [redacted] movers in [redacted] and [redacted]. The [redacted] movers were supposed to show up on July 30th with an empty ubox and load it with my things and [redacted] movers were supposed to arrive on August 6th with my ubox and unload it. August 6 was Uhaul’s guaranteed delivery date.

The [redacted] movers called me on July 17th and told me that they would do the move at 4pm on July 30th. On July 29, they contacted me again and told me that Uhaul had told them that they must pick up the ubox at the [redacted] location of Uhaul in [redacted] instead of the original location at [redacted] because the latter store no longer provided service for uboxes. As the movers would now need to go further than they had wanted to obtain the ubox, I would be charged additional miles, which I would need to pay in cash in person when they arrived. On July 30th, the movers did not show up at 4pm as agreed and did not call. When I called at 4:30 to inquire, the mover told me that the [redacted] location did not have any uboxes available for pickup and that he was not sure when a box would be available. I was panicked because I needed to move out of my apartment the next day and did not have alternate means to move the furniture. The mover promised that he would find out which other Uhaul locations had a ubox available the next day, would obtain the ubox at 8am and come by at 9am to do the move.

July 31, 9am, the mover did not arrive as promised and again did not call. When I called him at 9:30am, he told me that he was at the [redacted] location, that the ubox would be loaded soon and he would arrive in 30 minutes. I called again at 10:30am because he still had not arrived and the mover told me that he was still waiting for the ubox to be loaded to his car. The mover told me that he had been waiting at this location since 8am and it would have taken less than 15 minutes for the forklift driver to load the ubox but that at 10:30am, it still hadn’t been done and no estimated time was given. I asked to speak to the Uhaul agent at the retail location – he was extremely rude and snapped at me over the phone, “your box was here yesterday. Did you come to pick it up? No? Then you have to wait. We are very busy. If you have a problem, call the Uhaul 1800 number”. I explained that I had access to the loading dock and elevator in my condo for only 2 more hours and we needed to get the movers here by then but the agent was not sympathetic and said only “we’re doing what we can”. I called the 1800 Uhaul number and was directed to the [redacted] office, which then called the [redacted] location. Only then was the box loaded and the movers did not arrive until 11:24am. After the movers loaded my things into the ubox, I called Uhaul at the 1800 number again and asked if the arrival of the box would be delayed due to the late pickup and was told that the box would arrive on schedule.

Between August 1st to 5th, I did not receive any calls from the [redacted] moving company that I had booked through [redacted] with regards to scheduling the delivery and unloading of my ubox.

On August 5th, I called Uhaul and asked when the Ubox would arrive in [redacted] and why the movers had not been contacted. I was told that the box would be available for pick up the next day after 7am and to call the movers myself to coordinate the pickup (despite the fact that this should have been coordinated by movinghelp). I called the movers and told them about the Ubox’s arrival and they said they’d come to my apartment at 11am the next day to do the move.

August 6, 11am, the movers call from the Uhaul [redacted] location and tell me that the box isn’t there. The Uhaul reps had no details about when it would arrive and would not help with tracking down the box. I went in person to the Uhaul [redacted] location to inquire and was told that they had no access to any information and I would need to contact Uhaul at the 1800 number. I left them my number and the number of the movers and they said they were now aware that it was late and would call as soon as the box arrived. I call Uhaul at the 1800 number and was told that my order had been cancelled. I asked the agent how my order could’ve been cancelled if Uhaul was in possession of all my personal belongings and she then went to check the file. When she called back, she told me that Uhaul had messed up the move because they cancelled the order and that she had tried to reach various people in the supply chain but had not been successful and that her manager told her that there was nothing else that she could do and that I had to call the shipping company myself at an area code 905 number. AT NO POINT DID ANYONE AT UHAUL TELL ME PRIOR TO THE GUARANTEED AUGUST 6 DELIVERY DATE THAT MY ORDER HAD BEEN CANCELLED DESPITE THE [redacted] LOCATION HAVING ACCEPTED DELIVERY OF A UBOX CONTAINING ALL MY BELONGINGS. I WAS ONLY TOLD THIS AFTER I INQUIRED BECAUSE THE BOX DID NOT SHOW UP. The Uhaul rep told me that a complaint had been logged and a disputes person would call me back within 72. NO CALL BACK WAS EVER RECEIVED.

I called the 905 number and the shipping company told me that they didn’t have the order and it wasn’t their shipment. They told me that since the drive would only be from [redacted] to [redacted], that they should be able to do the delivery within a day as soon as they got the Ubox order. I then called Ubox back and the agent ([redacted]) checked the file and told me that the [redacted] Uhaul would finalize shipment and reactivate the order and call me by 7pm. NO ONE EVER CALLED BY 7PM. I called Ubox again and spoke to [redacted] and he expressed frustrations that I had not received a call. He checked the order again and told me that the order had been reactivated and the box would ship tomorrow (August 7).

As there was nothing in my apartment, I checked into a nearby hotel.

August 7 midday: I called Ubox and spoke to an agent ([redacted]) to inquire about the status of the box. She told me that the box would now arrive on the 12th. I was surprised that the box would take 5 days to deliver given that the order had already been reinstated and the shipping company had indicated it would only take a day. I told her that I was currently staying at a hotel and did not want to incur high expenses for every day that the Ubox did not arrive. She suggested that I log a second complaint in the hopes that the [redacted]er would be expedited and told me that the marketing president in [redacted]) would call me back within the next 1-2 days. NO CALL WAS EVER RECEIVED.

At this point, I called the [redacted] Uhaul location to see if anyone had come to pick up the box. I spoke to [redacted], who said that the box had been sitting there for over a week and that no one has tried to pick it up. He gave me the Ubox number and told me to call his manager [redacted] as well as [redacted] Solutions, the shipping company (same 905 number as before). I called [redacted] and was again told that they were not assigned to this ubox and did not have the order. I then called [redacted], the manager at the [redacted] Uhaul, and he told me that he would inquire and get back to me before noon the next day. As the next day was a Friday and I did not want to risk not getting the Ubox until after the weekend while continuing to incur hotel expenses, I called Ubox to see if something could be done to get the box picked up that day so it could arrive by Friday. I spoke to [redacted] at Ubox. After looking into the matter, he told me that he spoke to [redacted] and [redacted] traffic and that every effort would be made to have the box picked up early AM and delivered in [redacted] the next day before 3pm, as that was when the forklift driver goes home. He expressed frustrations that I was never called about the delay and that personnel at both the [redacted] and [redacted] locations did not treat this as a priority. He then told me to call the [redacted] traffic department the next day if I don’t hear from anyone. He also said that his coworker Shayna Matiever was also working on this file and would communicate with me the next day. NO ONE AT UBOX CALLED ME THE NEXT DAY.

August 8, I received a call from [redacted] at the [redacted] Uhaul location to say that the shipping company should pick up today but had not come yet by mid-morning. This effectively meant that the ubox would not make it to [redacted] in time for 3pm delivery. When I called again at 4:15pm to inquire about the box, it still had not been picked up. Pickup was finally made at 5:09pm.

On the same day, I got a call from the [redacted] movers to tell me that they were sending their moving vehicle on a long distance job and that if we do the move the following week with one of his other movers, then I would need to rent a truck from Uhaul for them to drive in addition to the cost I had already paid to Movinghelp. The movers told me that I would need to cancel the reservation with movinghelp, rent a Uhaul truck, then pay the movers in cash on delivery. I called [redacted] to cancel the online order for moving help in [redacted].

I extended my hotel stay and waited through the weekend.

August 11, I started my first day on a new job living out of a suitcase at a hotel. By 2pm, I have not heard anything so I call the [redacted] location of Uhaul at [redacted] and am told by a woman named [redacted] that my ubox has arrived in the morning. NO ONE HAD CALLED ME OR THE MOVERS TO INFORM US OF THIS DESPITE HAVING BEEN ALERTED TO THE ISSUE/LATE ARRIVAL BY VARIOUS AGENTS AT UBOX IN THE PAST FEW DAYS. I reserved a truck with the agent on the phone and told them that the movers would come by in the afternoon to pick up the truck and the ubox. In addition to providing my credit card information, I specifically asked her if there was anything else I needed to do to effect the reservation as I didn’t want any more delays once the movers got there and she said I was good to go. I contacted the movers and they arrived at the location early afternoon. Once they got there, they called me and told me that the Uhaul agents would not release the truck unless I sent them a fax of a written authorization allowing them to charge the credit card number I had given them on the phone and allowing the mover to leave with the vehicle. I was told that email would not be accepted as the manager was away and only he had access to the official Uhaul email address. Staff rejected various alternatives to getting my written authorization through other means, including my sending an email authorization to one of their work or personal email addresses or my sending an email authorization to the mover, cc’ing the manager’s email so that the staff at the location could see that a copy would be in their manager’s email account. All this was done with zero attempt by the Uhaul staff to find a workaround at the expense of my time and energy even though they had told me hours earlier that nothing else would be needed to allow the movers to pick up the rental. By this point in the day I had spent the bulk of my morning and afternoon of my FIRST DAY AT A NEW JOB on the phone with Uhaul to resolve various issues and I was forced to leave my workplace during work hours to find a fax machine as the movers would leave soon if they did not get the authorization. I sent the fax and 30 minutes later, the movers called again and said there was now another problem because the [redacted] Uhaul location lost the key to their forklift and would not be able to load the ubox onto the rented truck. The mover told me that they could come back when the forklift was working again but that I would now be charged additional travel time for the time they had wasted. I spoke to the agent at the Uhaul location and they told me that they would try their best to find a locksmith but no estimated time could be given for when the ubox could be loaded. They told me that a person named [redacted] was aware of the case and would call me the next day to discuss compensation for the mover’s time and provide a status update.

On August 12 the ubox was finally loaded around lunch time. I spoke to [redacted] and he told me that his manager Tamrat was away on business until later in the week and that he would have him call me back with regards to compensation issues. HIS MANAGER NEVER CALLED ME. My movers picked up the box in the afternoon and unloaded all my belongings in the pouring rain (the first day it rained all month). I checked out of my hotel the same day.

On August 15th I called Uhaul to inquire about the status of the two complaints that had been stated. I was told that only one complaint had been logged and that it had been closed because the ubox was delivered. NO ONE HAD CALLED ME TO DISCUSS THE DISPUTE BEFORE CLOSING THE COMPLAINT. I asked to file a new complaint regarding the quality of the service received and requested a call back. On August 18, a person named [redacted] called me from the [redacted] location and took down the details of the complaint. He told me that someone named [redacted] would call me back the next day to resolve the compensation issues and that I should keep my receipts for my hotel and other expenses. IT IS NOW AUGUST 28TH AND I HAVE NOT RECEIVED ANY FOLLOW UP CALL.Desired Settlement: WITHOUT PREJUDICE

I want a refund of the credit card charges by Uhaul and [redacted] and compensation for my hotel and miscellaneous additional charges that were incurred as a direct result of the failure to deliver the ubox on the guaranteed arrival date (total being $2700.02).

I was initially quoted the price of $1414.25 for the ubox rental, shipping and movers in [redacted] and [redacted].

To date, I have been charged the following by Uhaul/ubox/the movers in relation to the move:

- $399.43 on July 12th by [redacted] USA upon making the initial reservation;

- $203.73 on August 2 by UHAUL [redacted]; and

- $845 on August 10 by UHAUL [redacted];

I received credits from [redacted] for $206.03 and $1.12 when I cancelled the [redacted] movers.

In addition, I incurred the following expenses as a direct result of Uhaul’s delay in delivering my ubox:

- $200 in cash (receipt available) to the same [redacted] movers that had been reserved through [redacted] when they completed the move on August 12 (this essentially replaces the credit I received from Movinghelp);

- $84.43 to UHAUL CTR OF [redacted] on August 12 for the rental of equipment used by the movers to complete the move because they did not have their own equipment available to do the move by the time my ubox finally arrived in [redacted];

- $1099.64 for the cost of 6 nights hotel from August 6 through August 11 (inclusive); and

- $74.94 for the cost of meals while staying in temporary accommodations.

My total claim for compensation equals $2700.02 (this takes into account the credit I received from [redacted] in the amounts of $206.03 and $1.12).

I have not asked for any amounts for pain/suffering/mental distress at this stage but will certainly do so if this proceeds further.

Business

Response:

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Hello [redacted], Please accept our sincere apology for the delay in shipping. You file has been reviewed and a credit in the amount of $300.00 has been applied to your credit card. Thank you for taking the time to contact us. U-Haul Customer Service

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er 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.

As I outlined in my complaint, I incurred over $1000 in hotel expenses alone as a result of Uhaul's delay in moving my ubox from [redacted] to [redacted]. My ubox sat in [redacted] for many days after my having communicated to Uhaul on a daily basis that I had no other means of accommodation without my furniture and that I was incurring hotel expenses on a daily basis. I did everything in my power to mitigate the damages and don't feel like I should have to pay for my out of pocket expenses, which were incurred as a direct result of Uhaul's delay and failure to meet their guarantee.

After receiving the response from [redacted], I immediately sent her back the following response, to which she has not responded:

Hi [redacted],

Thanks for your email.

I incurred over $1000 in hotel fees alone for the 6 days I had to wait for my ubox as well as various additional costs to rent a trailer and to pay the movers in [redacted] (who had sent their vehicle on a long distance job by the time they were finally able to do the move).

At every stage of the move I called uhaul to prompt them to hurry up the shipment and many recorded conversations with uhaul will indicate that I have alerted your company to the fact that I had no alternate means of accommodation and that I have tried my best to minimize the hotel expenses as much as possible.

I spoke to a manager in [redacted]) who indicated that I would be compensated for my out of pocket but so far I have not gotten a call back from his higher up ([redacted]).

Can you please tell me what I need to do to seek additional compensation?

Thanks.

[redacted]>

I would like to be compensated for the full amount as claimed in my original complaint.

Regards,

Business

Response:

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

[redacted], Senior Staff for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. She advised our office their decision in the matter remains the same. Other than the refund for $300 previously issued, no further refunds or adjustments will be made.

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