U-Haul International, Inc.

Review: I used UHauls services to move. At the time services were rendered I had paid them 81.69 with the understanding that this was the most I'd be paying and that if it were less they'd credit my account. We returned the truck on time meeting all requirements in the contract we signed. I assumed it was a done deal at this point. This was June 28th. On July 14th I was charged 60.94. Unsure as to why, I called and inquired. The woman helping me explained I was charged 30.94 for going over mileage and 30 for a late fee. I explained to her what was explained to me in regards to the original payment I had already made and that I was under the assumption I woukdnt owe anymore than what I've already paid. I also explained that if that was truly the case I wouldn't mind paying that amount but the additional 30 for a late fee should be waived considering I was never notified of any balance owed. She agreed with me but said I needed to speak with the manager of the location. So she said she sent in a managers dispute and I would hear from the manager by Wednesday the 15th. I never heard from the manager. So Thursday the 16th I call again. A gentleman gave me the same spiel of needing to speak with the manager sp he transferred me. I spoke with a woman who said the manager wasn't in so she took my information, said he'd be in Friday the 17th and he'd call me then. Again, no call. So Tuesday the 21st I went in to the actual location to figure out these charges. A gentleman helped me and said the manager wasn't there today. To write down my name and number and when the manger gets in tomorrow (Wednesday the 22nd) he'd call me. No call again.

Product_Or_Service: Moving truckDesired Settlement: DesiredSettlementID: Billing Adjustment

At this point I have been beyond patient. I have not even received one call when I've been promised s call multiple times. All I wanted was an explanation but at this point I want ALL of my money back due to my inconvenience and a lack of respect for my time. I want the 81.69 and the 60.94 back to my account immediately.

Business

Response:

August 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].A refund for the extra rental period was issued back to Ms. [redacted]’s [redacted] account. The refund for $60.94 should post on her next credit card statement. As we value Ms. [redacted] as a customer, we also sent her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: I had a storage unit sold sold without notice. I used to get email reminders about payment due. They stopped months ago. I had to make a partial payment one time. I would call and always got call center.. At the call center they informed me that only the assistant manager or the general manager could help me. I had to call a lady at headquarters to finally get a return call...I tried to login to my account online and it wouldn't let me...so how could a make a payment when I could get ahold of any one..I got an email that said final notice. I tried to call and once again I got call center they said they tried to call the store they had no luck..I called and talked with Jonathon he was to call me back and now it's 3 days later and nothing.Desired Settlement: I want the amount of my contents refunded

Business

Response:

March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Ms. [redacted] provided. She informed our office an attempt was made to speak to Ms. [redacted] but a message had to be left. She also relayed her storage unit was sold but pr[redacted] steps were taken to reach her. The last payment Ms. [redacted] made was on November 17, 2015, which was only a partial payment. They have no documentation Ms. [redacted] spoke to our Call Center since that date and no returned mail has been received advising her that her storage account was delinquent or in lien status. Ms. S[redacted] explained they did try and contact the private individual that purchased the room but he declined to work with Ms. [redacted]. They did, however, obtain four boxes of personal items and our GM of our U-Haul Center attempted to contact Ms. [redacted] to return them but has been unsuccessful in reaching her. Ms. S[redacted] stated the boxes will be shipped to her instead. 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:

The only letter I ever received was a final notice. Once I got I tried to contact uhaul...I always got call center..they informed me that they couldn't help me. Once I actually got thou to the store quinton was very rude to me. I would like to be reimbursed for my unit. The pervious reply stated 4 boxes was being returned yet ive seen nothing.

Business

Response:

March 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Judy S[redacted], our Executive Assistant for our West Texas Regional Office, reviewed Ms. [redacted]’s recent comments to your office. She relayed they made contact with Ms. [redacted] and confirmed the address listed was correct. Ms. S[redacted] agreed to provide her with a tracking number as soon as the boxes are shipped. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: They charged my credit card twice for the same service and I cant get them to refund meDesired Settlement: Refund me the money owed to me

Business

Response:

July 22, 2015

Review: I utilized the after-hours drop box to return the rental truck and found a charge several days later for missing furniture pads. These pads were not missing when I returned the truck. I believe the company is sneaking in charges since I wasn't present when the vehicle was checked in. I assure that I folded the furniture pads neatly and placed them back in the pouch after use. They were all there. I called immediately when I received the invoice via email. I was told the manager would call me back. He never did. I then went into the store two weeks later to try to handle this in person. The manager wasn't there. Again, I was told he would call me back and was assured that he would indeed call me back this time. He never did.Desired Settlement: The $25 plus sales tax for the missing pads should be removed from the bill.

Business

Response:

March 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]0 Thank you for your concern for our customer Ms. [redacted]. Kelley E[redacted], our GM for our Norristown Moving and Storage, followed up on the information Ms. [redacted] provided and sent her the follo[redacted] email in response: Hello [redacted], Thank you for taking the time to speak with me this afternoon. I have authorized a refund to your credit card of $26.75 which represents the charges you received for the furniture pads and the associated tax. I am sorry for any incovenience that this may have caused you. If you have any questions, please feel free to let me know. Kelley E[redacted] - GM Norristown Moving and Storage. 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 allo[redacted] 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: On 5/29/15, I reserved a 9-foot cargo van at the U-Haul location at [redacted] in [redacted], DE. My reservation # was 22055556. However, when I arrived at [redacted] at the scheduled pick-up time of 4:30 P.M. on Sunday, 5/31/15, the van that I had reserved was not available. In fact, no U-Haul vehicles were available.What followed was a nearly three-hour ordeal wherein I desperately and fruitlessly attempted to work with several representatives of U-Haul's customer service department to secure a cargo van from another location. I endured interminable time on hold, numerous dropped or disconnected calls, and representatives who placed me back on hold and then disappeared. During this time, a different U-Haul vehicle was returned to [redacted] Shell. I then decided to rent this vehicle, even though it was larger than I needed.Eventually, a customer service representative told me that, according to U-Haul's guarantee policy, I would receive a $50 credit to my credit card because my reserved vehicle was not available. However, when I received my credit card statement for May, no credit had been applied. I subsequently learned that the $50 credit had been denied, without explanation or my notification, by [redacted], Area Field Manager for [redacted].When I protested to Mr. [redacted], he offered me a $50 certificate that could be applied to a future rental. I responded that I expected a $50 credit to my credit card, in accordance with U-Haul's stated policy as per the following excerpt from their website:Your U-Haul reservation is guaranteed! You will get the equipment, location and pickup time that you agreed to or we'll give you $50.Mr. [redacted] then notified me that he had cancelled the certificate and that the case was closed. I received no compensation whatsoever.Desired Settlement: I am requesting that $50 be credited to the credit card that I had used when placing the cargo van reservation.

Business

Response:

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he voided the $50 VIP Certificate and issued him a refund for $50 back to his Visa account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International

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 placed a order with uhaul on 8/20 for 5 u-boxes. The boxes were not available in the location as ordered, not all available which caused a delay in packing. Because of the unavailability, it became over a 11 hour day for us and the movers, versus a 3 hour job. I called and complained and they opened a case due to the delay and gave $50 FOR THE DELAY, but that did not address the issue of the broken locks or the need to secure another van.) 3 of the 5 boxes also arrived broken/WITHOUT hinges therefore not allowing me to lock/secure my belongings before they drove it away. They said they would install or fix the latches and put my locks on the boxes at their warehouse. Thus I did not feel they lived up to providing the services I paid for--a secure storage. Which also then required me to have to rent a van to bring my more treasured items down securely at a cost of $548.21 plus 1200 miles in gas--completely due to their lack of providing a secure and unbroken storage crates.

Then on my way to my new home I received a call from a storage warehouse (NOT uhaul) saying do I own a cat? They heard meowing coming from inside my boxes. I told them the above story about how my boxes did not even leave me secured/locked and one could have gotten in when they were installing latches on multiple boxes. It was summer and hot and I told them to unlock the box. The warehouse said they could not and I should call uhaul. I called uhaul and was hung up on several times. They said I would have to drive 700 miles back to the warehouse (over 12 hours drive) if I wanted to save the cat. I said I could not do that. I reiterated the story they why cant they break the lock to save an animal (not my pet) since they were never locked when the boxes left me? This was already 3 days after the box left -- uhaul refused and said when the boxes arrived (in summer heat) they would listen if the animal was still alive. I had one rep track the truck and the truck was supposed to arrive on at 8 am one day but mysteriously arrived on 8 am the following day after dispatch confirmed it was going to arrive. [ Perhaps to arrive and remove a dead animal? Note: I CANNOT confirm that portion of a dead animal as a fact, but the late arrival is odd, and they have been uncooperative and deceitful all along.] Anyhow, the calls as I was on limited minutes plan cost me over $200 in repeated complain calls and calls trying to possibly save a pet. They have repeatedly ignored my calls AND complaint emails and I was finally told it was "escalated to marketing" as they did not want it to get out in the media that they would refuse to possibly save an animal that THEY by sending FAULTY product equipment possibly locked in. (Note in the end my uboxes arrive a week after the cat incident with no cat/dead cat at the time of receipt.) However, beyond the stress, and the lack of responses to multiple complaints, is the basic fact they did not provide working usable boxes per contract that should have be able to been securely locked while In my possession-- not after my belongings were driven away unsecured.Desired Settlement: I would like a refund of the second rental I had to obtain $548.21 due to them not providing secure equipment (boxes with latches that I can install my locks) as contracted. Plus a refund of the $152 of phone bill overage charges due to dozens of calls to customer service being hung up on, put on hold for 25 minutes at a time, and for not responding to any of the complaints, etc. I would also like 1/2 of my original payment refunded $1977.95.

Business

Response:

December 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, followed up on the information Ms. [redacted] provided and sent her the following information in response:Hi [redacted], My name is Chris S[redacted] and I am the President of the U-Haul Company of Harrisburg. I received the letter that you sent to the Revdex.com and I wanted to reach out to you so that we can rectify the situation for you. First of all I want to personally apologize to you for the stress that U-Haul caused you over your move and throughout your attempt to have the situation rectified. I am very familiar of the situation that happened to you earlier this year and I’ve read the letter that you provided the Revdex.com. I have also spoke with [redacted], the owner of the moving help provider you used to load your UBoxes. I know that in your letter you are requesting you mentioned the need to rent another vehicle to transport additional belongings. When I spoke with [redacted] he told me that all the boxes he loaded for you were completely loaded front to back and floor to ceiling and nothing more would fit in them. I also see that you are requesting half of your shipping charge to be refunded as well. As I’ve mentioned, I absolutely want to get this situation rectified for you as fairly as I possibly can. Ultimately, your boxes arrived and your belongings made the shipment with no issues and the cat situation turned out to be nothing at all, so to refund half of your shipping on top of everything else you are asking for may not be a fair compromise to the situation. Also, since the boxes were completely full as it was, and no more belongings would have fit in them, I’m also not sure that an entire refund of the rental of another vehicle is fair either. Please review this email and let me know what would really make this right for you. Again, I apologize for all the stress and any inconvenience it has caused you and I look forward to being able to reach a resolution with you.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:

This email only asks for more discussion and is not a formal offer of resolution. My response to their email is as follows:Mr S[redacted], I had to read your email a few times because no where in it could I find that you admit NONE of this would have happened at all if you had provided boxes that were in usable working condition, as per the contract. if the boxes were in working order there would have been no delays, no broken doors, the boxes would have left my sight locked by me. Not to mention that they were not available at the time nor location promised which delayed my day. And additionally caused me to miss work. So lets begin with that – I paid for boxes to arrive on a certain date and start time. I also paid for a service that was supposed to be boxes which could be secured with my own lock to ensure the security of my belongings before they left my sight. Yet, most of the boxes arrived without a latch to secure my belongings before they left my sight, to be driven off to some warehouse where someone would at some point get around to installing the latch and then install a lock. I did not receive uboxes in working condition. Would you pay full price for a car without an engine? Not to mention the other 2 boxes arrived damaged.Next, I will not question at this point the integrity of Mr. [redacted], only because you are speaking for him When did you speak to Mr. [redacted] about the size of my load? Recently? I’m pretty positive it was not within the week of the incident, because the additional complaints were not filed until MORE than a week after the load left, as I was waiting until the load arrived. I would like to question Mr. [redacted]’s memory. Does he remember my load as well as he remembers what shorts he was wearing that day? Well I do! Thanks to all the photos we took that day not only to protect my belongings but also due to the problems! Oh, my favorite memory thanks to my kid is the one where myself and 1 mover are struggling together to move the latch (amazing one box had a latch!) while the other mover hung from the roof of the box cause the door was broken and out of alignment and made the latch impossible! Wow—what great products you provided. Oh, in case you are thinking photoshop- which none were, not to mention the witnesses on BOTH ends of the move that will swear the last box was only ½ full. Oh, and don’t forget the complaint at the store and the phone that they tried to sell too many boxes. Perhaps Mr. [redacted] is siding with you out of concern this will go further and I add the photos that 4 pieces of furniture were not wrapped /properly wrapped and damaged to an amount close to $3000—including a $900 cedar hope chest, a $1200 Ethan Allan lighted bookcase, and 2 other pieces, which were photographed before, also while in the hands of the movers, and photographed as damaged the day of arrival—photographed before being taken out of the uhaul box – witnessed, pointed out my the movers on this end about being packed against the metal hooks on the walls, etc, and again documented in photos. Oh, I forgot, plus bill from the contractor I hired to repair as best possible the 2 broken furniture pieces. Oh, I can also add the witnesses who helped load the treasured and valuable items in the van rental and can testify what was in there and how much. So, your statement of all boxes being full is definitely not true.So a u-box holds and estimated 2000 pounds, so ½ is 1000 pounds of belongings that had to be transported in the rental van. And not to mention the fact, who would trust their most valued possessions to leave their sight in unlocked boxes??? No one--not even you. So the cost of the rental van is completely fair and legit. You provided boxes without latches and I could not ship my valued possessions.As for the cat being a non-issue, again that is not a fact. Again, I have documented proof stating when my truck would arrive the next morning, after being tracked by uhaul directly and documented BY UHAUL as such in writing, and yet it mysteriously didn’t show up until the following morning. That is reasonable to believe the truck could have been stopped and unlocked and searched and/or a cat removed during that missing 24 hours. It would be reasonable to assume uhaul would do so to avoid a bigger incident of animal cruelty. And since we have already proven the boxes left my possession unlocked, proven that they were not all packed full, had to be opened to have the latches installed, that multiple witnesses were concerned enough to call me directly (it wasn't unhaul they contacted, nor was it uhaul that contact me) about a cat, and the truck was unaccounted for for 24 hours after uhaul itself confirmed with the truck driver of the arrival time, that it is very plausible that a cat could have been in there and removed. If you would foolishly like to rebut that the latches were installed without opening the boxes, then I can easily take my damage claims for those near the door claims to uhaul –again being negligent. As for your statement my belongings made the shipment with no issues, again is a false statement. There were all the issues noted above, plus the stress, delays, and all the calls that had to be made, pushing my 700 minute phone bill over $150 in overage minutes the first month, and loss of use of the phone the second month for weeks (all of which is recorded and second verifiable by the phone company), as I could not afford another overage of minutes repeatedly calling uhaul about the problems from day one, to receiving multiple calls about the trapped cat, and follow-ups on the transport, and complaint calls which repeatedly on dozens of calls (and emails) went unresponded to – despite policies to respond within 72 hours. After 3 months of calls and emails the only time uhaul would respond is when I finally went to the Revdex.com. Not to mention the severe stress and anxiety that uhaul put me and my family through as we were told if we didn’t drive back 700 miles over 12 hours that the animal would die, as uhaul refused to open the boxes despite my pleas and permission AND the fact the boxes were unsecure/broken latches/unlatched when it left my custody, so there was no reason why the boxes couldn’t have the latches removed to save the life of an animal. It caused me heart problems, severe anxiety, and stress.You basis of this not being a fair or reasonable settlement is unfounded and wrong. I could easily take this to another venue and ask to also be reimbursed for the repairman bill, the gas for the rental van, food money during the van rental, the hotel costs, the interest on the charges for everything (phone calls, contractor, van rental, hotel, gas, etc), medical for the stress you caused pain and suffering, breach of contract, the loss of work, etc. Considering the basis of this entire issue is you providing 4 out of 5 boxes in non-working order AS CONTRACTED, I think my asking for $1687.50 is very much a fair and reasonable settlement to consider it a case closed. I will assume that you were unaware of the additional costs I faced due to your negligence in providing working products and failure to respond to multiple documented complaints, and didn’t mean to accuse me of being unfair and unreasonable in my requesting such a reasonable amount. I’m sure you did not want to intentionally accuse a Veteran of being dishonorable.

Business

Response:

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Chris S[redacted], our President for our Harrisburg Regional Office, reviewed Ms. [redacted]s recent comments to your office and sent her the following email in response:Hi [redacted], I received your rebuttal to the Revdex.com, I'm sorry you didn't feel you could work this out by responding to my email or calling me. I can understand how you felt that way though as you have made many attempts to discuss this with U-Haul and have not had success. I apologize for that and want you to know that your initial letter to the Revdex.com was the first I knew of any outstanding issues with your uBox rental. I was aware of the situation back when your rental took place and I was aware of the cat situation, that was also the time I spoke with [redacted] from the moving company about the boxes. I was under the impression that everything ended up getting to your location with no issues and was unaware that there was any damage nor was I aware that there were still any issues that had not been addressed and resolved. I am going to refund the $1687.50 that you are requesting. I will issue the refund today but want you to be aware that depending on your financial institution, the refund could take up to 5 business days to be released into your account. If you have any additional questions or concerns, please feel free to contact me via email or my cell phone which is below in my signature.ThanksChris S[redacted]Marketing Co. PresidentU-Haul Co Harrisburg Cell : ###-###-####[redacted]@uhaul.comOur 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 am writing to inform you of extremely poor customer service and frustrations I have experienced with your company, more specifically the [redacted] location on [redacted].Id chosen UBoxes for my recent move from [redacted] to [redacted], as they seemed convenient, cost-effective and suitable for my needs. My reservation was made online on Friday, April 25, 2014 with truck delivery scheduled for Monday, June 16, 2014. I was under the impression that I was to be contacted 24-hours prior to scheduled drop-off to coordinate the time and details of delivery, however this did not happen. The morning of June 16th around 8:30AM, I drove down to the aforementioned location as they were the ones I had been dealing with for this reservation, to see what the status of the drop-off would be. After some time waiting for the GM to be found, my reservation was located with an unassigned status which was explained to me that it wasnt scheduled for the delivery as my reservation was migrated to a new system. I was then told that deliveries of UBoxes are not made on Mondays, but thats ok, well make an exception and have it delivered to you today. Since I was not aware that deliveries werent made on Mondays, I felt like Id been the one to inconvenience this location by making an unscheduled drop-off, which I was told would be sometime that morning. At approximately 11:45AM on June 16th, the UBoxes were delivered to my property by a male employee who was rather curt and unfriendly, and provided little to no information about the delivery, loading instructions or pick-up. Since my reservation was made to have the boxes on my property for a week, when Id asked the employee who dropped off the boxes about pick-up time next week on June 24th for handling, he mentioned that I needed to call [redacted] (assistant manager) who would coordinate the pickup. Upon opening the UBoxes later that afternoon to load and inspect them, I discovered minor damage inside the containers ([redacted] and [redacted]) where the woodframe had been separating from the nails, bottom latch not securing properly and wood cracking. Also, the boxes were to come with 12 furniture pads each and I only received 8 in total. I attempted to call the location where the UBoxes came from to advise them of the situation, and I could not get a hold of them directly or the GMs cell phone. Eventually I was re-directed to UHaul call centre where I advised them of the situation, and they stated that they would note the reservation about the damage and missing furniture pad and we eventually came to the conclusion that I would need to pick up the remaining furniture pads from the location which I did.On Wednesday, June 18 I had received a phone call from assistant manager [redacted] asking if the boxes were ready for pick-up since they needed the double-trailer the UBoxes were on for another delivery. I had stated that I wasnt finished with loading the boxes and that I was under the impression my reservation was for a week-long to have the boxes on my property until June 24th before being picked up. She was insistent that the double-trailer was needed for a reservation the following day. Again, Id apologized and stated that I hadnt finished with loading and wasnt sure how to accommodate her request since I thought these boxes were to be left on my property for a week, but I would call her if I was ready for the boxes to be picked up before then. [redacted] stated that she would make some calls and see what could be done, and Id never heard from her again.Along came the morning of Monday, June 23, 2014 and I had made the call to [redacted] as requested, indicating that I was done loading the boxes and they could pick them up. Around 2:00PM that afternoon, the same male employee who dropped off the UBoxes was the same to pick them up. Since I had still been provided very little information about delivery to [redacted], etc. I asked the employee who said they would probably be at the warehouse in [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Additional credit

Business

Response:

August 13, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted], ** Regional Office sent the following e-mail to [redacted].

'Good morning [redacted], My name is [redacted] and I am responding to the letter you sent to the Revdex.com. I would like to take this opportunity to first off apologize for the service you received and the inconveniences you encountered. I reviewed the information you provided along with our records and I found that you were never charged for our truck delivery to compensate for the inconveniences you encountered which is a base savings of $317 or the trailer rental for a week for an additional savings of $104.65. That combined with the $420 credit our General Manager issued on July 30th, seems like it is fair compensation for the reasons you mentioned in your letter. If I can be of any further assistance, please be in contact with me. Thank you, [redacted] Our customer 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 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 company does not appear to take the frustrations or inconveniences seriously enough to address the core issues of communication and customer service, and also what they commit to doing in order to resolve future (similar) instances.

Regards,

Business

Response:

August 18, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, sent [redacted] another email in response to his recent comments.Good morning [redacted], In response to your email dated August 11th, I again apologize for the inconveniences and the lack of service you received. By acknowledging that mistakes were made, and correcting those mistakes by both financial compensation and an offical apology, I would also like to thank you for taking the time to let us know of the issues you had. It allows us to better our services to avoid these types of occurences in the future. Thank you, [redacted] Executive Assistant U-Haul Company of [redacted]We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I ordered a trailer hitch and installation from UHaul on 05/21/2015. My credit card was charged $366. I set up the appointment for 05/30/2015. I called UHaul customer service at 8am on 05/28 to confirm that the equipment had arrived and that the appointment would proceed as scheduled. Over a nine hour period, I made four phone calls and was promised a call back "immediately" each time. I was not called back once. On my fourth phone call, I was informed that my appointment had been arbitrarily changed to 05/31/2015 and then again to 06/01/2015. Absolutely no explanation for the change. I wasn't informed of the change until my fourth phone call to UHaul. No one at customer service could tell me if the equipment I paid for has arrived or confirm when the installation is to occur. At the time of this complaint, I still have not received a call back from UHaul customer service, I have no information as to where my equipment is or when the install appointment is. This is absolutely unacceptable. No business should be allowed to take $366 from a customer, change their appointment time without consulting the customer, leave them waiting nine hours for a call back and refuse to confirm whether or not the purchased equipment has even arrived. If the service and equipment purchased cannot be secured before my move date of 06/11, then I will be demanding a full refund and that UHaul be held accountable for their actions.Desired Settlement: If the service and equipment purchased cannot be secured before my move date of 06/11, then I will be demanding a full refund and that UHaul be held accountable for their actions.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Southern Minnesota Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s hitch was installed on May 30th at 10:00 AM as scheduled. Due to the inconvenience Ms. [redacted] experienced, she was not charged for labor on the hitch installation.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: Hello, My Jeep Liberty was taken to Uhaul on [redacted] to rent a trailer. The gentleman assisting with the trailer hook up stated there was an issue with towing harness because the break lights on the trailer were not working. Without asking permission the tow harness plug was cut off the harness. After the harness was cut the vehicle would not start. The vehicle was towed at my expense and repaired at my expense. The dealership, [redacted] performed troubleshooting and repaired the vehicle to get it running. The repair cost is $191.49. The estimate to replace the tow harness which was cut is $350 from the same dealership. I went to Uhaul and discussed the matter with the gentleman, T, and shared the receipt with him. He asked if he could have a few days to discuss the matter of reimbursement with the owner of the business. I have not received a return call on follow up. I have left voicemails on two occasions with no return call. 1. A receipt for the repair and estimate was left with T on 4/21/15. 2. An emails with a request for reimbursement and a scanned copy of the receipt and estimate were sent to the business email address on 4/21/15. I would like reimbursement for the repair cost of vehicle and I would like the tow harness to be repaired.

Product_Or_Service: Uhaul RentalDesired Settlement: DesiredSettlementID: Refund

1. Refund for vehicle repair. ($191.49)2. Tow harness repair (estimate $350)

Business

Response:

May 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Marcus B[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and requested he forward a copy of his invoice for reimbursement. He mentioned that our dealer who worked on Mr. [redacted]’s vehicle relayed that Mr. [redacted] was never present to give permission for the work. Mr. [redacted]’s daughter and fiancé gave the authorization to work on the vehicle and also stated the plug that was cut off was already half way cut and this was showed to Mr. [redacted]’s daughter at the time.

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

Review: On 07/27/15 my daughters debit card didn't work so I told the man to use mine one time only $11300 was taken out my debit card but on 8/06/15 they took $106.07 again the truck was returned the same day and half a tank of gas was put in I put in a bank dispute they told me and the bank man they do put money back in the bank my daughter sent me a email of the transaction I can email it to you if you like please helpDesired Settlement: I would like my $106.07 put back into my account that was not authorized to take out my debit card on 08/06/15

Business

Response:

August 25, 2015

Review: When I made my reservation with Uhual on March 28, 2015 I was promised a pick up location in my zip code. This was why I chose to go with Uhual over the other company I had been speaking with. 24 hours before I was scheduled to pick up my truck I received a call telling me where I was to pick up my truck and it was NOT in my zip code. It wasn't even close. Obviously very upset I called Uhual to get it sorted. I had to spend 30 minutes on the phone - as I was trying to get out the door for work - to get it changed to a closer location which was still not in my zip code. I never got my preferred pick-up location that I was promised on the phone when making my reservation.I know how sales works - it was end of quarter and the sales guy said whatever he had to say to get my business. I was lied to and deceived. And then I find all this out 24 hours before I was to pick up my truck obviously leaving me no other option to to keep my reservation with Uhual. I called Uhual to file a complaint on April 6, 2015 and was told someone would contact me. I received an email a couple days later saying "Just wanted to check in with you and make sure your moving experience with us was up to your standards. I do see that were was some confusion in scheduling, but it looks like your preferred pick-up location was fulfilled." To which I replied that no, that was not the case and I was still upset and wanted a resolution. My email went unanswered. One week later I received a phone call stating they were trying to "locate the phone call" from when I made my reservation. She told me all phone calls were recorded and that nothing was showing for my phone number. I told her this was the only number I had. I know she just wanted me to say "forget it" but I am not dropping this. That was more than a week ago. I've since sent another email with no response.I was and still am extremely unhappy with Uhual and the service I received and am hoping the Revdex.com can assist so this does not happen to others.Desired Settlement: I'm not asking for a complete refund but some sort of compensation and acknowledgment is appropriate.

Business

Response:

April 29, 2015

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

[redacted], our Executive Assistant for our Chicago South and SW Suburbs Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] as well as sent her an email offering her apology and requesting a return call but has not heard back. Ms. Lott would like the opportunity to personally address Ms. [redacted]’s concerns. She can be reached toll free at ###-###-#### Monday through Friday, 9:00 am until 4:00 pm.

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 had rented a uhaul in Blooming Grove Pennsylvania from HowktAutomotive on August 17th 2015.The trailer looked like it was newer. I had paid for the rental in full at that time. My destination was Appletin, Wisconsin. During that duration I came upon a rain storm. That evening when I got to my destination of Appleton ,Wisconsin I proceeded to open the trailer to find apparent water leakage from the top back left corner. Several of my boxes got wet, as well as a large glass vase was shattered do to it being placed on top between boxes secured. With the boxes getting soaked it made the boxes shrink down , so the vase got shifted.

I called Uhaul and reported this information. They assigned a representive to my case. His name was [redacted] Nowin ###-###-####. [redacted] made the first contact with a phone call voice message. He told me I could contact him back by phone or email. I did just that shortly after. I explained to him what had happened. I was issued a claim number #[redacted]015 , I keep making contact and get no response back.I have made 4 attempts and still have no answer. I feel I deserve some compensation for this. That newer trailer should not have leaked. I want contact with Uhaul asap to settle this matter.Desired Settlement: Money compensation or a free rental of choice anywhere in the united States.

Business

Response:

September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted] Insurance Company informed our office Ms. [redacted] claim is still under investigation. Ms. [redacted] was contacted and provided the status of the claim. Once results of testing of the equipment are completed, a liability decision will be made and Ms. [redacted] will be notified of the outcome.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 feel they are stalling this decision.

Regards,

Business

Response:

October 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted] Insurance Company advised our office a letter and email were sent to Ms. [redacted] explaining after their investigation they found no fault on the part of U-Haul and, therefore, respectfully denied her claim. If Ms. [redacted] has any further concerns, she should keep in contact with her adjuster at [redacted] Insurance Company. 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: My name is [redacted]. I recently rented a 10’ U-haul truck Lic Plate [redacted] on 8/30 at [redacted]. On 8/31, I returned the U-haul truck back to [redacted] at 3:23pm. The U-haul attendant did his walk-thru inspection, checked the gas meter to match and verbally stated that I was all set, a refund in the amount of $24.90 will be coming back on your card and a receipt has been sent to your email for confirmation.

Later that evening, I checked my email, and received an email from U-haul showing another receipt/contract sent, however, same contract number but edited.

The time of return was 3:22pm, the other contract shows the return was 3:29pm. Also, the name of the attendant on the original receipt/contract was [redacted], on the other contract it states [redacted]

A different disclosure was edited on the second receipt/contract sent to me

I am not quite sure what your company is trying to pull here, but I was emailed a receipt/contract showing a refund coming back to my card of 24.90 that confirms that the truck has been returned and the U-haul attendant has done his inspection and confirmation that the U-haul truck was closed. Whatever receipt/contract was sent to me after my original receipt is void.

The next unfair business practice that U-haul has commited has been reported to my bank as fraud, a transaction was not approved by me to be charged to my card. I have been issued a credit of 24.90 from my bank, I will be filing a complaint with the Revdex.com and will also file a complaint with the attorney general if this issue goes further. This is how U-haul proceeded next…..

Since I was receiving a refund of 24.90 and U-haul had already issued the refund, U-haul decided to charge my card an additional 24.90, so once the 24.90 refund hit my bank, it would cancel out the 24.90 that was charged. I was supposed to receive 24.90 out of the 75.00 that was originally charged when I picked up the U-haul on 8/30.

On this other fake receipt/contract that was sent to me, it states that I have 7 days to pay 806.72 or I will be sent to collections. Not only was the 24.90 charged fraudulently and debited out of my bank, but U-haul did not refund the 24.90 to my bank, therefore causing my account to overdraft 17.75 due to a pending ach payment dated for 9/1 that was debited.

On the equipment damage report, the accident details and equipment damages states the following:

Unsure. Customer dumped the truck and took off. passenger side font corner cap.

--That is false. How do I have a copy of the receipt/contract that was sent to me via email from the U-haul attendant after I handed him the keys, if I just dumped the U-haul truck?

I have pictures for proof of the original receipt/contract, false receipt/contract, 24.90 that was charged to my bank,original U-haul 75.00 charge to my bank, negative balance of 17.75 on my bank, 110 ach payment that was debited but was short due to the 24.90 not refunded.Desired Settlement: Voiding the false contract

Business

Response:

September 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our GM for our U-Haul at [redacted], followed up on the information [redacted] provided. He informed our office they happened to look at the security camera screen when [redacted] pulled onto the U-Haul lot with the rented U-Haul truck. Instead of following the lines painted on the lot indicating to pull up to the front of the store to return equipment, he pulled into an employee parking spot next to an employee car. This alerted them to try and get [redacted] to move the vehicle before he exited the truck. A CSR met [redacted] before he got to his car and quickly looked over the equipment, checked the miles and fuel and asked [redacted] if he had any problems with the truck, to which [redacted] answered, no he did not. [redacted] was in a hurry and didn’t want to wait to get a printed receipt and left shortly after. When the U-Haul truck was pulled up to our return lane, it was then discovered the hole in the overhead of the truck. The contract was reversed and a new return receipt was generated to reflect the damage. If the damage was caught before [redacted] left, an accurate total would have been given.[redacted] relayed that the Overtime Note for $776.72 was canceled and a refund for $24.90 was issued back to [redacted]’s Visa account. The refund should post on his next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I established an account with U-Haul on December 13, 2014 for a storage unit. I make my monthly payments on time, except for June 14, 2015 in which I was advised to setup auto pay. Fast forward, my January 14, 2016 payment of $20 was not paid until February 12, 2016 in which I drove to Colorado Springs on February 13, 2016 to pay the balance due $49.95. I requested that the over lock be removed, but when I opened the door to my storage unit, I saw cigarette butts on the floor and dirt or sand on top of my belongings. I looked for how the sand had gotten into my unit but could not find an inlet. I went to the customer service counter and waited to ask the female about whether I could phone the manager later. She (Crystal) requested that I take a business card and call on Monday. On Wednesday, I telephoned U-Haul and was on hold for more than 15 minutes. I disconnected that call and made a second call to ask to speak with a manager. I told Crystal that I thought it unkind, that no one answered the first call and also that I was unable to log into my online account on Sunday to make my monthly payment, which is usually a problem without an email notice to make payment. She told me that "I have an employee who has to send emails to over 700 customers monthly and this is a courtesy and not required but it is each customers responsibility to keep up with their payments." She did not allow me to voice my concerns, threatened to disconnect the call and hung up while I was still talking. I called Customer Service in Arizona 3 times and on the third call, I was told that they would reset my auto pay and request a refund of the late fee. On February 19, 2016, I spoke with the store manager (Jeremy) who claimed that on February 13th and 14th, they tried to bill my American Express account for payment but was declined. But when I telephoned AM, they stated that the last decline was on February 8, 2016. Jeremy also refused to take responsibility for the trash.Desired Settlement: I would like for U-Haul to reverse a $15.00 late fee debit charge that was deceitfully billed to my account on February 17, 2016 and charged on February 19, 2016, instead of the credit that is promised once I can provide a hard copy of my bank statement that the funds were available on the due date of February 14, 2016. And some monetary compensation for having to clean up the cigarette butts and sand in the unit. Jeremy is falsifying information (he cannot prove) that they (U-Haul) made attempts to charge my credit card for the monthly payment of $34.95 on February 13 or 14, 2016.

Business

Response:

February 29, 2016 Revdex.com ID#: [redacted] U-Haul ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Kelley D[redacted], our Executive Assistant for our Southern Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the late fee was issued back to Ms. [redacted]’s credit card account. Ms. D[redacted] also mentioned Ms. [redacted] was given a month of free storage to help offset the inconvenience she experienced. 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:

I did receive an email from Dave Hellmers on February 25, 2016 indicating that they would refund, the late fee ($15.00) and offer March, 2016 storage without cost. I have checked my AmericanExpress debit card, since that date, and have not seen a $15.00 credit. Although, in checking my U-Haul account, I have noticed that they have issued the March storage without cost. My only concern is that they have not completely upheld their resolution by issuing the $15.00 credit to my debit card.

Business

Response:

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

Review: I rented a trailer from U-Haul at the Huntington Station, NY business in order to move from New York to Oregon. A trip of well over 3,000 miles. After I reserved the U-Haul, I was informed that I could travel as much as 20 miles to pick up the trailer. On May 1, I picked up my U-Haul at [redacted], Jericho, NY. I arrived in Jericho/Westbury and there were 6 people in front of me. There was only one employee ([redacted]) working both the yard and the counter. It took me one hour and 10 minutes to reach the counter. I had other errands to run, so I asked [redacted] if I could pay for the trailer, and come back later to pick it up. I paid for the trailer and returned in a couple of hours to pick up the trailer. A different customer service representative ([redacted]) was working and he stated he indicated he had been informed of the fact that I would return to pick up the trailer. He attached it to my pick up truck and he asked me to press my hazards. I did. He then asked me to put on my headlights. I did. He said I was good to go. I asked if he wanted to check my blinkers and brake lights. He stated that as long as the headlights and hazard lights were operational, I was fine. I have since learned that is not accurate and quite far from the truth. I pulled out into traffic and drove home in rush hour traffic on the Long Island Expressway. I did not realize that I had no lights on the trailer. I made it home and parked the trailer as I was having movers come over to load the trailer on May 3. My scheduled departure date was May 4. After the trailer was loaded on May 3, the loaders suggested I test the lights as I was going to leave early the next morning. I had no lights on one side. I drove up to the local U-Haul business in Huntington Station as it was getting late on a Sunday evening and explained my situation. They replaced the light, it blew out and they replaced it again. They sent me on my way. As I was backing into the driveway, my loaders informed I still did not have lights. I drove back to my local U-Haul. They stated they did me a favor last time, could not help me and I would either have to drive to Westbury, where I had picked up the trailer or call emergency road service. As it was Sunday evening and I did not have legal and safe lighting on the trailer, I called emergency road service. [redacted], in the Phoenix, Arizona office answered my call. I explained what I needed. I heard her typing in the background. I explained I was leaving early the next morning. She assured me she would summon someone to my house. Approximately 90 minutes later a tow truck showed up. I informed Rocco, the driver, that I did not need a tow, but that I needed someone to fix the trailer lights. He said he was not informed of that, and did not have tools. I supplied him with tools and electrical tape from my garage to use on the U-Haul trailer. After an hour, he stated the entire trailer would have to be re-wired as the wiring was so old it was literally breaking in his hands. I again called emergency road service, and this time spoke with Ken in the Phoenix office. I explained my situation. He said he would have to speak with his supervisor and call me back. In 20 minutes, he called and informed me I had to go to the local U-Haul dealer at 7AM and they would fix the lights. Instead of leaving on Monday morning, I was at my local U-Haul dealer (about 1 mile away from my house). The manager, [redacted], informed me that they do not fix lights and she was unsure why I would have been directed to her shop. She said she could rent me a different trailer but I would have to unload all of my belongings. I told her that was not possible and that is why I had movers to begin with. I told her I was 56 years old, and would not physically be able to unload the trailer. I told her U-Haul should be responsible for unloading the trailer and she said that U-Haul would not unload the trailer. So, she called emergency road service and after being on hold for 7 minutes she used U-Hauls on-line service to report the problem. I was then told that within 100 minutes, a repair person would arrive to look at the trailer. Within 100 minutes, Melvin arrived and asked if I could unload the trailer. I stated I could not. He then began working on the trailer. He re-wired the entire trailer. He said the wiring was totally disintegrated and that it had blown the fuse in his work van when he plugged it in. He spent the next several hours rewiring the trailer. I was finally finished by noonfive hours after I had arrived. In the meantime, I tried to contact the U-Haul in Westbury/Jericho to speak with the manager, [redacted]. Since no one picked up, the phone was automatically forwarded to the Phoenix, Arizona office. I spoke with [redacted] (in sales) who, after I explained my situation, said she could not offer a discount due to my troubles as only the location I picked up the trailer from could do that. She suggested I call them. I did. It once again defaulted to Phoenix and I spoke to [redacted]. He informed me that he could not help, but would transfer me to customer assistance. I spoke with [redacted] barely said anything. I kept asking her if she was still there. I was not rude, I was not yelling, although I was very upset. After I explained my situation (again) [redacted] asked if she could put me on hold. I said yes. She apparently walked away from the phone. For 25 minutes I was on hold. As I knew I was being recorded, I stated that [redacted], who was allegedly in customer service, had just left me on hold for the past 25 minutes and it was apparent that she would never return to the call. I hung up. I called the Westbury/Jericho facility again. It was transferred to Phoenix. I spoke with [redacted] who again reiterated that I had to speak to the facility I rented it from for a discount due to this debacle. I told her I had called numerous tiDesired Settlement: I would like a refund of the amount I paid for this rental. I would like supervisor involvement to review the tape on May 4 between myself and [redacted] in the Phoenix office. I would also like a review of [redacted] and the Westbury/Jericho facility. [redacted] blatantly lied and rented a trailer that was not road worthy, safe or legal.

Business

Response:

June 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, followed up on the information Ms. [redacted] provided. He assured our office he addressed the issue with all involved to help prevent the situation from happening again. He also informed our office Ms. [redacted]’s contract was reversed and then a discounted fee of $361 was applied to her rental as an adjustment. We acknowledged the inconvenience Ms. [redacted] experienced, but we also need to acknowledged she was able to complete her move with a U-Haul trailer, therefore a full refund is not warranted.

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.

They have not done anything! [redacted] called and said I had already received a "sweet deal". He also stated he could not do anything about the customer service in Phoenix as there are 7,000 employees and he couldn't track down the ones who provided horrible customer service. He then stated he could not do anything to [redacted], even though he lied to me and sent me down the road during rush hour with a rented trailer that did not meet federal highway safety standards. So this was, in essence, a waste of time. U-Haul is not willing to do anything to weed out the bad apples in their ranks. Or maybe this is the norm with them. Hard to tell. They were put on notice that they rented a trailer that violated federal highway standards. They did not care. This was a joke.

Regards,

Business

Response:

July 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island Regional Office, reviewed Ms. [redacted]’s recent comments. He relayed that he felt the $361 discount was a fair resolution and no further refunds or adjustments would be issued. Mr. [redacted] also assured our office he addressed the issue with the employees involved for corrective action as needed. We want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul and also ensure proper procedures are being followed by every office that is in contact with our customers. Please be advised any action taken with our employees and the outcome is kept within the company.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On December 10th, 2015 I reserved a Uhaul truck through Uhaul's online website for a moving date of Thursday, December 17th. On Tuesday, December 15th I received a call from Uhaul confirming my rental truck for December 17th and arranged a 4:00pm pickup time. Upon this confirmation call, I hired movers to help load the truck and arranged for a hotel on the night I'd be unloading the truck. On Thursday, December 17th at 3:27pm I received a phone call from the location where I was picking up the truck and they informed me that there was no truck available for pickup. they also informed me that there was truck at any nearby location available either. At this point, it was too late to cancel the movers or the hotel and I lost $200, $120 for the movers and $80 for a hotel room. I spoke with the regional field director and he said that's why we are a do it yourself company and refused to help. I understand Uhaul is do it yourself, however, I made these plans based on the confirmation call that I received two days prior to the rental.Desired Settlement: I am requesting a refund in the amount of $200 that I lost due to Uhaul confirming a truck was available on Thursday, December 17th. By the time they notified me at 3:27pm, it was too late to cancel the movers or the hotel and I therefore lost that money. I had to pay the movers again to return on Friday morning and get another hotel room since my move was delayed an extra day.

Business

Response:

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Tavis L[redacted] our President for our West Central Colorado Regional Office, followed up on the information Mr. [redacted] provided. He relayed to our office Mr [redacted] made a reservation online on December 15th. Unfortunately the small community Mr. [redacted] lives in presents some challenges when scheduling. The confirmation email sent to Mr. [redacted] only stated he selected a 17-foot moving van and the Carbondale location was his preferred pick up location. He was advised a U-Haul representative would be calling to confirm the most convenient time, size of equipment and location within 24-48 hours prior to his pick up. Our Traffic Manager called the same day and gave multiple options to Mr. [redacted] A 20-foot truck was offered in Dotsero as well as a 15-foot truck and a trailer, at no extra cost, just down the road in Glenwood Springs. Neither option was acceptable. Mr. [redacted] stated he could only take the trailer if he could pick up on Wednesday, which then would have also changed his time-line in the move. He was then offered and accepted a 24-foot truck but returned it because he felt unsafe driving it so the contract was reversed. He took a 14-foot truck the next day to make his move. Mr. [redacted] made three different agreements, which may have ended up costing him money but was not due to U-Haul not working with him nor giving him a viable option. Please be advised we fulfilled the confirmed agreement with Mr. [redacted] Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

Consumer

Response:

The response given to me from the business is ridiculous. Yes, I was presented with options, however, none of them were suitable. Again, two days prior I was confirmed with a 14' moving truck at my Carbondale location. The trailer option wasn't suitable because my vehicle wouldn't have been able to tow it and therefore I wouldn't have been able to pick it up on Wednesday. So, if I had accepted the trailer option I would be in the same situation, since I there was no Uhaul truck to pick up the trailer in Glenwood. Dotsero is an hour away from Carbondale and I had to work on the day I was picking up the truck, which is the reason I confirmed a 4pm pickup on Tuesday as I was picking it up on my the way home from work. Dotsero would have been one hour and thirty minutes from my place of employment and wouldn't have been possible to pick up on the day I had reserved a truck. Yes, I was given a 26' truck and that jeopardized my safety. As the store manager/owner at Sunburst said to me when I returned it, "I wouldn't feel safe on that truck, actually I don't feel safe in any Uhaul truck". I pulled into my driveway with the 26' truck and immediately contacted the store due to my safety concerns. So, yes, I was presented with options, but none of them were reasonable. How far is one supposed to travel to pick up a truck they reserved at their "preferred location"? How much should I jeopardize my own safety? How much is acceptable on behalf of this business sending people all over the place to pick up trucks that aren't the size that are reserved in the first place?

Business

Response:

February 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for forwarding Mr. [redacted] recent comments. According to our Credit Card Processing Department, a credit for $50 was issued to Mr. [redacted] credit card ending in 1595 and transmitted on January 1, 2016. Mr. [redacted] can provide his bank with Reference# [redacted] to search for the credit and post it to his account if not already. The second credit for $50 was thought to be a duplicate since it was done on the same day and did not process. My sincere apologies for the delay and inconvenience. I did, however, issue a credit for this second $50, which should post on Mr. [redacted] next credit card statement. Thank you for bring this matter to our attention and for your continued support. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I contacted Uhaul on a Friday evening to have a hitch installed on my suv. I did so by calling the store phone number listed on their website. I spoke to a woman that verified that this location had the hitch that I needed in stock and made a reservation for me the next day at 8:30AM. I also got an email confirmation for my scheduled time. The next day I went to the location to have the work completed. I arrived at 8:15AM and spoke to the woman onsite. She stated that they did not have anyone that could do the install and that they wouldn't be in until 10:00AM. She also told me that they meant to call me and cancel my reservation but they had been too busy. I told her that I needed to have the hitch install done today and she told me to go talk to someone outside. I spoke to "Joe" which said he wasn't even sure if they had my hitch in stock. He then proceeded to "look" for it but came back "empty handed". I went back inside and waited in line again to speak with someone. The woman at the counter called another location and didn't get an answer. She then continued taking other customers instead of trying to resolve my issue. I then stepped outside and called Uhaul customer service. They asked to speak with a manager because they couldn't reach her. I handed my phone off to the manager and she walked outside with it. Once she came back she told me I didn't even have a reservation and that when you make a reservation you have to also receive a call before it takes effect. This manager was extremely rude and disrespectful. Finally she told me that I was out of luck and she would call another location. She went to call the other location but someone came up and said they "found my missing hitch". They told me they could install it but they had another to do first. They started the other vehicle which got to the location 1hr after I did? I am extremely dissatisfied with the service that I received from this location. The manager is very unprofessional. I will not be back.Desired Settlement: Please contact me for the complete story.

Business

Response:

April 19, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Rod T[redacted], our President for our Georgia Northeast Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good Afternoon, This is Rod T[redacted] with UHaul Company just wanted to follow up about a concern that you had at one of my locations can you please call me at [redacted]. Thanks Mr. T[redacted] also relayed he left several messages requesting a return call and hopes to hear back from Mr. [redacted] soon. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Review: Misapplied payment causing a late fee

July 11 1015I went into the U-Haul office to make a monthly payment. after making the payment I find out she applied the payment to a "Lien fee" instead of the monthly payment. This will cause me to get yet another late fee or lien fee.

This is a misappropriation of the funds.

Second issue. I have not been informed of a lien against the property. What is the lien fee about?

Unit 3229 in the U-Haul storage office on about Lake Mead and Simmons. West 3000 block (?) of Lake Mead Blvd.Desired Settlement: Application of my funds to the monthly fee instead of the "Lien fee".

Business

Response:

July 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] West Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience he experienced and explained she wrote off the amount of $49.95 to show a zero balance on the account. The next payment will be due July 20th.

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: We used Uboxes for moving our household from Homestead, FL to Ada, OK. We contacted UHaul around the last week of February. They were suppose to deliver the Uboxes at our place on 27th 2016. They called us later to notify that they have issues with their delivery truck and I will have to pick it up myself. I picked the first U box on 27th (no. [redacted]). Next day I went to pick up the second box but I was told that the box ([redacted]) was not ready and they gave me another one ([redacted]) . The third day I picked up last box ([redacted]). We packed and returned the boxes to UHaul for shipping.

The problem started the last day in the UHaul system it showed one wrong box ([redacted]) to be transported. I noticed their mistake and called the Ubox manager and Uhaul manager at Homestead, FL to correct it. They said they corrected it but the email receipt I got had the wrong box number. I had to personally go there several times and call to fix their mistake. Finally boxes were shipped and we were charged $2403.00 on March 9, 2016. But we did not get any receipt for the charge.

The boxes arrived at Ada location safely and we paid the remaining balance. When I asked for the receipt of my payments they were not able to give the receipt for the major charge ($2403.00). I spent hours talking to customer care and Uhaul manager at Homestead but they said they cannot access the receipt. After hours of customer care my wife called their corporate office and we got it. My complaint is that why should I have to go through hours of trouble and mental frustration to get the receipt for something that I already have paid for. Is that not within my rights?

Anyways I paid for everything and now this morning after almost 2 weeks I was again charged by UHaul for the box which we never used ([redacted]). I called the uhaul manager at Homestead again and he said he will reverse the charge. But why was I charged for the first place for a box we never used.

Order no. [redacted]Desired Settlement: I want Uhaul to fix their system so that no other customer would have to go through the mental pain and suffering I went through. I also would like to get a full refund (above $3000) and stopping of any auto recurring payments for their systems mistakes. I do not want to keep calling them about their mistakes. Why should I pay for other people and services that I never received. I also want any compensation for the time I spent on their customer care for their mistake.

Business

Response:

March 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and advised of the reversal of the $94 charge for the unused U-Box. Extra fees were waived as well. 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:

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

Business

Response:

April 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Melissa M[redacted], our Executive Assistant for our Miami Regional Office, reviewed Ms. [redacted]’s recent comments. She explained our GM of our U-Haul Moving and Storage of Homestead attempted to speak to Ms. [redacted] and advise her no further refund will be issued. Her U-Boxes were shipped with no delays to the correct address and her goods sustained no damages. Other than the refund for $94 previously issued, nothing further will be done. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: We rented a U-Haul on June 2 and returned it June 3. Originally, the charge was on my sister's card ([redacted]). We got it switched to charge my card. They charged both of our cards, and are denying they have any record of my card, though the charge is still on there. I was talking to Fred Richmond (###-###-####) who was supposed to be helping me with the situation. I feel that they are just keeping both payments. When I initially did it, they put a hold on money until I returned the U-Haul. It has to be in the system.Desired Settlement: I would like [redacted]'s card to be refunded, since we called and got the charge switched to me.

Business

Response:

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Coordinator, sent Ms. [redacted] an email requesting additional information in order to research her rental agreement. She hopes to hear back soon.

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

Sincerely,

Executive Assistant

U-Haul International