U-Haul International, Inc.

Review: I rented 26' Uhaul truck on Jan 23. When truck was given to us there was no walk around to notate any damage to truck. Only keys were given. After leaving I noticed truck was old& had scratches & scrapes all over it. We turned truck off while loading. In the middle of moving our things the truck wouldn't crank. I called Uhaul & they transferred me to roadside assist. Roadside rep said it'll take an hour for someone to come. I had many people helping me move who had to wait. After 40 min someone found jumper cables so we jumped the truck & it worked. Roadside didnt have to come. I called Uhaul to see what can be done about the truck breaking down because that was rediculous. I took pic of corroded battery cables. The mangr at Uhaul didn't even acknowledge the issue &just said they will talk with road side &then we'll talk. When I returned to Uhaul they claimed my husband who was driving the truck hit another parked truck coming in. There were about 5 other people standing right next to accuser who were right by where we drove in &they all said they didnt see the truck hit anything or that they didnt hear anything. The accuser said the truck that was hit rocked side to side from impact which would have made a loud noise but none of the witnesses heard anything. The accuser happened to be the mangr I spoke to on the phone about the truck breaking down. He was very disrespectful. My husband said he didnt hit anything &there was not a single mark on the white truck the accuser said we hit. The mangr never said anything to me about truck breaking down & tried to charge me over $100 for a deposit for damages to the truck. I would not sign for &refused to pay for damages we didnt do &called the police. This was a civil matter so they came but couldnt do anything. The mangr still processed pmt without me knowing & said he thought I left. Then gave me a promissory note for remaining $177 for damagse saying they won't debit my card but I can pay anytime. Card was debited Feb 3Desired Settlement: I will pay for truck rental and mileage because we did use the truck, even though it broke down, which totaled approx $64-$69 from the estimate they gave us but I want the $100+ AND $177+ for damages we did not do refunded completely.

Business

Response:

February 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Sheree D[redacted], our Executive Assistant for our Coastal South Carolina Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $215.11 was issued as an adjustment on Ms. [redacted]r rental along with 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 truck and trailer rentals, we also rent pickup trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We offer sale items such as boxes, packing supplies, rope and tape and 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, 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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Claim [redacted]

The above claim number references damages done to antiques stored at [redacted] location due to leaking roof. The incident occurred summer 2015, was reported the day it was discovered. Staff on site took photos and filed a report. To date, we have had two (2) supposed claim numbers give--the first, we were advised, was incorrect, and replaced with the one above. Numerous phone calls to [redacted] Company ([redacted]) result in message unreturned, personnel unavailable, and no assistance provided.Desired Settlement: The water damage done to my grandmother's furniture has not been repaired. UHAUL has not responded to our phone calls, but are quick to contact us for payment of the storage space. It is my hope that the Revdex.com will be able to encourage the company to complete the claim process and forward appropriate funds for damages.

Business

Response:

March 1, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Meg W[redacted] a Claims Adjuster with Rep[redacted] Company, advised our office, at this time Mr. [redacted]s claim was closed due to lack of activity. Requested documents were never received from Mr. [redacted]. In order to evaluate their claim, Mr. [redacted] was asked to complete a cargo form providing the information for his items, such as age and purchase price. Ms. Willauer sent Mr. [redacted] an email on February 22nd requesting the information again and 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, Maria P[redacted] Executive Assistant U-Haul International

Review: I was quoted a price for a product and service and later was told that the price was wrong and then I contacted the company and they wont call me to discuss the issueDesired Settlement: stick to the price quoted and contact the customer

Business

Response:

April 15, 2015[redacted] ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund for $454.58. Mr. [redacted] should receive the refund check within the next 10 business days.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've been trying to get my 3 UBoxes shipped back to me for almost 7 weeks now and there's still no shipping date scheduled. There's been delay after delay on their end, which I can't even understand. Mark, the general manager, has been my main contact but stopped returning my phone calls about a week ago.

Aggravating the situation is the fact that I started receiving reminder calls that UBox storage fees were due at the beginning of the month. Why am I being asked to pay rental fees when these UBoxes should have been shipped or, at the very least, scheduled to ship long before fees were due?? The last time I spoke with Mark, which was more than a week ago, he was trying to get these fees waived because my UBoxes couldn't be shipped before my now past-due fees were paid. However, I was told by someone at the regional center that any manager can waive fees.

Now, my homeowners insurance policy is in danger of being cancelled because my new home was inspected and is considered vacant due to my possessions being stuck at the Prescott, AZ UHail store. I am frustrated beyond belief because I've spoke to representatives at the local, regional, and national level with apparently no one to help me and resolve this situation.Desired Settlement: I'd like shipment of the 3 UBoxes scheduled a.s.a.p., then delivery to the Maplewood MN Uhaul store.

If the general manager is not able to have my rental fees waived, I want reimbursement of these charges which are about $285.

Business

Response:

January 31, 2016

Revdex.com ID#: [redacted]

Ref#: [redacted]

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

Paul B[redacted], our Executive Assistant for our Northern

Arizona Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the fees for the

rental were waived for all three U-Boxes.

Our GM, Mark H[redacted] called Ms. [redacted] and explained the holdup was

the credit card on file and the ship to address. With the rental fees waived and the information

updated now, her boxes are scheduled to ship out this coming week.

Review: I was given a rental truck with a 3/4 tank of gas of which I took photographs but was still charged to fill it completely upon return. I have made numerous attempts to contact this business.Desired Settlement: a refund of the cost of the overage I paid in gas: $12

Business

Response:

January 27, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Joanna F[redacted] our Traffic Manager for our North Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email explaining she issued a refund for $12 as requested back to his [redacted] 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,Maria P[redacted]Executive AssistantU-Haul International

Review: Enclosed is a letter I wrote and sent certified mail to U Haul Corporate offices in Phoenix, AZ. Their resolution to my problem was to give me 20% off my total bill (company practice) and repayment for the gas in the broken down vehicle. ($70.00) We spent "10.5'' hours at a gas station in the middle of nowhere while they tried to fix the vehicle. I spoke with a [redacted] {###-###-####) and he had gotten a copy of my letter from corporate office. I guess they told him to fix the problem. My letter to U Haul explains everything. I am not satisfied with the settlement and want to file a complaint against the company. They need to have better CUSTOMER SERVICE because Mr [redacted] didn't sound like he had any sympathy or cared a lot about my case/problem. He said "Things happen and the vehicles are checked in/out so quickly it is hard to do a proper mainitence check on all vehicles." My next step is to write to the [redacted] in Jacksonville, North Carolina. Terrible service travel by word of mouth very quickly. I want to thank you for listening and still want to file a complaint about U Haul. If you have any questions, please contact me at ###-###-####. Thank you, [redacted]Desired Settlement: Unspecified

Business

Response:

June 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central North Carolina Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. In addition to the previous refund for $370 he issued Ms. [redacted] on June 12th, Mr. [redacted] issued a supplemental refund for $180 to make a total refund for $550 as an adjustment on her rental plus her fuel receipt. Both refunds should post on her next [redacted] 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 relocated from Raleigh North Carolina and rented a storage unit until I purchased a home. My brother, [redacted]. rented in his name initially (10/28/14). I was still in North Carolina closing on my home, which was 10/31/14. I paid on the rental storage every month on time until 5/27/15 which was $92.90. I told the manager( [redacted]) that I would be moving out on June 3, 2015. So, therefore I asked would the rent be prorated. I was appalled when she indicated that It was not in there policy. I then told her that I would go back and read the contract.After reading the contract, I went back to u-haul and spoke with her again. I indicated to her that according to page 3 of the contract "Rent paid in advance is considered prepaid rent and will be refunded upon vacating." I was then told that I have to contact Corporate. I am getting a total run around. I just want to be reimbursed for the dollar amount owed. $69.67

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

After contacting the company representative ( [redacted] @ ###-###-#### and not getting any response they leave no other alternative but to pursue this issue.

Business

Response:

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Arkansas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted], and explained, although we do not prorate as noted on the storage agreement, he will go ahead and issue a refund for the requested amount of $69.67 in the interest of customer good faith.

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: Several weeks ago I called the Oak Creek store to reserve a trailor. [redacted] answered the phone and was assisting me in this request. He was unable to locate a trailer that would be available for that date. He told me the box truck for $19.99 plus mileage would work for your king size bed. He asked me how long I would need the truck and the average would be 4 hours. I said I couldn't get it all done in that time frame and would like it until 4:30 or 5:00. He said he would have to check on that for me but would take my card number to complete the reservation. I called the UHaul office back about 3 or 4 days later and whoever was there confirmed I could have it until 4:30. On the day of our move I was told it was supposed to be back at 2:30 but I could keep it until 3:00 because they had a reservation at 3:30. [redacted] made no apology for the error they caused.

At 2:30 I received a voicemail from [redacted]. To say she was rude, unprofessional and generally n[redacted]y is an understatement.

I called her back and told her we were told we could have it until 3:00. [redacted] said she had just spoke to [redacted] and he didn't say that. I told her I was sorry and it will be in as soon as I can get there (we were unloading). Her response was, "It BETTER be in my parking lot NOW". [redacted]'s story changes often as well.

First, [redacted] had left for the day. Later, he was out driving around looking for trucks from other locations.

I called the corporate office and spoke to [redacted] Greeny. She was very polite and accomedating. She called scheduling and they verified there were no other reservations until 8:30 the next morning. (There was a truck sitting there when I dropped mine off).

I was in such a panick being threatened with the late fee I dropped it off without getting gas. Our total trip distance was 26 miles. They allege that I used 6 gallons of gas which is impossible.

I tried calling [redacted] back but she wasn't available. I spoke with another representative who said she would dispute the charges for me and a member of management would call me back.

Guess who called back 4 minutes later? Brandon. This cannot be your solution.

At this point, I would like a full refund of $132.86.Desired Settlement: To say I am livid is too far an understatement. I would like a phone call with an apology and a full refund for my trouble.

Business

Response:

May 8, 2015

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].

[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and left a message on her answering machine advising her of a refund for $50 as an adjustment on her rental in addition to the $24 he previously issued on May 3rd. He relayed this would result in Ms. [redacted] only being charged for the rental itself minus any additional charges. Mr. [redacted] provided his telephone number if she needed to reach him for any further concerns. He added he felt the resolution was fair due to the fact she did use the U-Haul truck to make her move. The refund should post on her next Visa Credit Card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: In the past month i've rented 3 uhal trucks. They were all the same size. the last time was 20/09/2015 they overcharged me and I felt bullied.

In the past month ive rented three trucks from uhal. They were all the same size. The first two trucks I drove about 10 miles the gas gauge read full when I was finished with them and I returned them. The first truck was perfect. The second one I returned the same day at about 8:00pm sept 13 2015. The reached me on the 14th asking where their truck was and were very rude. I wanted answers and they kept transfering me without telling me. In the end I never did get any answers and they charged my credit card the correct amount so I let it go. The last truck I rented was a nightmare. It was to help move a friend. He drove 2 miles and gas guage dropped to 3/4 from full. He took a picture with the milage. Their excuse was "its a floating gas guage" I said well the other two trucks didnt do that. I also stating we drove 20 miles and put 15$ in gas at $1.01 a liter at the time and it brought it to a hair below full. They charged us an extra $10 when the contract says 1.45 per liter it might have taken an extra 2 liters. They informed me he havent gased it yet and they are charging me for an extra $10. They didnt care at all when I told them ive rented the same size truck from them twice before and didnt even waste a drop I 12 miles yet this truck needs $25 worth of gas for 8 more miles. They were so rude I hung up the phone and began writing this complaint. Im discusted with them they treat people like garbage there and the may have something wrong with the gas float in that truck and I gave them every valid reason to check it and they just pushed me away as if im nothing. Please help me.Desired Settlement: I would like a full refund and an apology for being treated like im nothing. Im a valued customer who has rented a truck 3 timez from this location in the past month. I will not be treated poorly by miserable uhal employees. And yelled at over the phone about a truck with a broken or sticky gas guage. Maybe they should update their equiptment to avoid these problems.

Business

Response:

October 14, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Dartmouth, followed up on the information Mr. [redacted] provided. She informed our office she issued him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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 refused the $50 credit to the uhal store because I dont need it. If it was $1000 I would reject it its no good to me. It would be nice to have a $50 refund towards the truck that I overpaid for and filled when I braught it back and was charged to fill it again.

Regards,

Business

Response:

October 29, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Dartmouth, reviewed Mr. [redacted]’s recent comments to your office. She relayed a refund for the fuel fee in the amount of $10.44 was issued today. Mr. [redacted] should receive the check within the next 10 business days.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: Your website said that my truck and the car I was pulling with your trailer were compatible with this set up! So I made the reservation in good faith that everything was confirmed and in order. However I was refused by your staff to rent a trailer because they said the car and truck with trailer was not safe foe the 5000lbs tow capacity! As I said before, your website said my 2011 Chevy truck with a 2002 corvette and your trailer would work! Last year I rented the same trailer using the same truck, pulling the same car, because it was confirmed that it would work and the reservation were accepted for that set up. I book a non-refundable dyno tune in [redacted] Texas. This was scheduled for 7/18/2013 at 9:30am. This was only booked because the information that was provided to me about the trailer and conformation on your website. So this cannot be done do the fault of U-Haul because there is no trailer to haul it up there. So I will need U-Haul to reimburse the $550 for the non refundable dyno tune! Do to the fault of either your websites miss calculation or the inexperience of you employees. If not I will be forced to file a civil suit against U-Haul to recover the lost funds do to inaccurate information in the amount $550 plus court and attorney fees and time lost for work if you have any questions please feel free to contact me by phone or email thank you! This is what I had written to U-haul after complaining over the phone and they had someone email me this was my response to them. However they do not think it was their fault even know there website said it would work with the correct information. They said I put the information in wrong insinuating I was in competent!!!Desired Settlement: $550.00 Refund for the non-refundable Dyno tune that was paid for and appointment made due to the Fault of false information on U-Hauls website. If what the employees had said was correct and the website was wrong. The website should have never let me book the trailer. Then I would have never made reservations for the dyno tune! If I knew I would have a trailer!

Business

Response:

July 30, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of West TX, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] also spoke to [redacted] and [redacted] and was told if he brought his vehicle in within the year they would honor the payment and do the dyna tube for him. Ms. [redacted] advised him she was sending him a $50 VIP Certificate to put toward a future rental and will have our U-Haul location send him a written apology for the inconvenience he 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, [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: On June 3rd, I contacted uhaul to set up payment arrangements for our storage space at the Westminster uhaul space [redacted]. We were a month behind and I requested a double payment be made for june 9th and regular payments on the 9th thereafter. [redacted], who claimed she was at the location, took my card number and set up the payment.

We were away on personal matters until mid july, payments were held on our debit card. I got a call from the manager of the location who noted the card change but said no payments had been made and we were now 3 months late. He said there was no record of payment made, set up or a [redacted] in his location. The call was in fact a corporate call and the burden was on corporate.

I have made several calls to corporate who couldn't find our contract, then did. They claim no record of the call yet A) show a change of credit card and B) claim to record all calls. This has been going on for over 2 months now. Our space will be auctioned on 10/5.Desired Settlement: The business needs to credit may-july and waive all fees. They took the payment yet didn't clear it. The location is not responsible, this is the fault of corporate. They lied, dropped the customer service ball repeatedly and failed on basic services.

Business

Response:

September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of Westminster, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] regarding an auto-pay issue. It appeared the auto-payment card was added to the account but not set up for auto-pay. Mr. [redacted] relayed he would be paying cash from now on to avoid any more missed payments or confusion. Mr. [redacted] agreed to waive any late fees with next payment to which Mr. [redacted] agreed and said he would be in on Friday, July 10, 2015 to bring his room current through August 8, 2015. Mr. [redacted], however, never showed. Several messages were left for Mr. [redacted] regarding the growing balance on his storage account and an impending auction. Mr. [redacted] still wanted to honor their agreement to waive fees when payment was made. Mr. [redacted] called Mr. [redacted] on August 4th, the morning of the auction and left a message regarding the auction of his room. Mr. [redacted] called him back and stated he would not auction his room, however, we needed payment as soon as possible. Mr. [redacted] said he would draw some funds together and take care of the account as soon as he could. Currently we have again lost contact with Mr. [redacted] and four separate message have been left requesting a call back to bring his account current as soon as possible. Mr. [redacted] is aware of Mr. [redacted] cell phone number. We are waiting for a cash payment from Mr. [redacted] as agreed.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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 response from Uhaul is completely unacceptable as it fails to address any of the issues brought up. Any communication had with Mr. [redacted] is due to the fact that my belongings are stored there and has zero to do with any of the companies actions. I suggest uhaul pull the call attached to the date I changed my atm card or address complaint #[redacted] or speak to CSR [redacted]. All are at the corporate office of Uhaul and are interactions I have where corporate basically refuses to recognize any attempt at making payments or even solving the problem.My goods are up for sale on 10/05. If I lose my possessions, it will be the fault of Uhaul corporate, their inability to take payments when requested and their lack of desire to address problems made outside of the location. If anything Mr. [redacted] is the only one who has helped at all, even though he and his staff have zero to do with the problem in question.I expect a timely response so I can determine further remedies as needed.

Regards,

Business

Response:

September 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#:[redacted]Thank you for your continued concern for our customer Mr. [redacted].Michael [redacted], our GM for our U-Haul Moving and Storage of Westminster, reviewed Mr. [redacted]’s recent comments from Mr. [redacted]. He informed our office he attempted to speak to Mr. [redacted] but the call was to Mr. [redacted]’s voicemail. He left a message with his cell phone number requesting a call back. Mr. [redacted] also relayed he had already agreed to waive any extra fees accrued due to their mistake with setting up auto-pay. He also removed the room from auction once before. We will not remove it again until payment is made. Mr. [redacted] called soon after and stated he plans on making the payment in full the evening of October 2nd. Mr. [redacted] stressed to Mr. [redacted] we need payment made for the room before auction and Mr. [redacted] assured him he would be in to make payment.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 rented a truck on July 8th, 2013 from [redacted], Ontario for $338.43, this included a rental deposit fee of $100.00. I returned the truck to [redacted], ontario. No one was at the [redacted] location, I called the number on the door, the mailbox was full and could not leave a message. I called UHaul at ###-###-#### to say no one was at that location. They said to leave the keys in the box, I asked how do I get the refund back. they said I could pick it up on Wednesday when the [redacted] location would be open, return the truck to [redacted] or have the cheque mailed. I said I would pick it up on Wednesday, July 11th. I took photos of the truck, the full tank and told the person I was not comfortable leaving it this way , there was a Uhaul guy in a truck in the yard, he said he could not help me. I returned on the 11th no one was there, I returned 4 other times still no one around, could not leave a message. I returned to the [redacted] location on July 20th, talked to the person we picked the truck up from, he said he could not give the deposit back becuase we did not return the truck there. He called the [redacted] location, the lady answered the phone and said she no longer deals with UHaul. I asked how do we get our money back, he gave me a numbe rto call, ###-###-####. I called the number, the person on the phone was very rude and told me he would look into and call me back. He has never called. I called the Arizona head office, they were decent and gave me the another number to call, ###-###-####, I asked to speak with [redacted]) not sure on spelling, he was apparently the boss for this location. I did not get to speak with him as they said he was not in. The person on the phone said a checque had been mailed for $93.00, I aksed when it was mailed as there was nothing in the mail as of Friday July 19th, He said it should be here this week. I asked why it ws 93 dollars instead of 100? He could not tell me, I asked to speak to a supervisor, he laughed at me. I said I realize it is onlly 7 dollars but it is not the point, I have numerous long distance charges at work, driving all over to try and get in contact with the lady in [redacted], this is ridiculous. He said he would file a complaint for me and they would contact me.Desired Settlement: I want the company to get the staff customer service training. The locations for Drop off should be open and you should be able to get your deposit back when you return a vehicle. This company has caused a great deal of stress to me. I find it very unacceptable that I have had to go through all of this, did they think because it was only 100 I wouldnt asked for it. That is grocery money I have had to do without. I am very surprised that nothing has been done, the more research I do into the company this is not a new situation for them.

Business

Response:

July 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western Quebec, followed up on the information Ms. [redacted] provided. He informed our office he has been in contact with Ms. [redacted] and that a refund will be issued for the rental deposit. She should receive the check within the next 10 business days.

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:

[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 August 15, 2015 I rented a uhaul truck. The scheduled reservation time as confirmed by Uhaul was 8:00AM EST. My husband arrived at the pick up location at 7:55 AM and waited until 8:33 AM for the location's first employee to arrive and open the shop. In the meantime, I called Uhual asking questions. Why wasn't the location open? What was going on? They suggested I wait or pick up at a location farther away. Either way b/c they did not fulfill their obligation to be there on time, I would receive a $50 credit. When the charge went through my bank account for the use of the truck it was for the full amount. I called Uhaul and asked about the credit. The person I spoke to claimed the credit had been processed on 8/17/15 but could take one to two weeks for me to see. Last Friday (9/4/15) I called back. I had not seen my credit and was inquiring about it. The woman I spoke to [redacted], stated that the manager [redacted], put a note on the account that after his review my reservation was not confirmed for 8AM but 8:30AM. The ticket was not to be reopened. I told [redacted] I had a text message from uhual confirming the 8AM reservation. She asked me to email it. I did. When I did not hear from her, I called back on 9/8/15. I spoke to a man who said he did not see the screen shot, and asked me to resend. I did. I stayed on the phone with him to wait for his receipt of the message. He did confirm receipt. I told him if this was not resolved I would have not choice but to contact the Revdex.com. He assured me a manager, [redacted], would call me by 9/9/15. I called back this morning after not receiving any response yesterday, I spoke with a girl who said the notes were very vague, she could see the screenshot of the confirmation and she did not know who to contact. I explained all of this to her the same way I am here and she asked me to hold while she called [redacted]. While I thought I was on hold, my call was disconnected. This is extremely disappointing. This was a guarantee that Uhaul made to a customer. Now their customer has to call 5 times, send proof of my position, confirm said proof was received, and still have no resolution. I have never filed a Revdex.com report against anyone. I feel at this point it is principal. Why does ONE person have control over this situation? And why is he unwilling to rectify the issue?Desired Settlement: At the very least I want my $50 credit back to my account. At best I want a full refund for all of this trouble.

Business

Response:

September 16, 2015[redacted]Thank you for your concern for our customer [redacted] our Executive Assistant for our Massachusetts and Vermont Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee. The refund should post on her next [redacted] 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: In September 2014 I rented four u-boxes from uhaul in Sarasota florida. My job was relocating me to Vermont, at the time , so we had the boxes shipped to Rutland. My hob then informed me that they no longer needed me in the northeast and instead told me I was going to Wyoming. I had no where to put our belongings and called uhaul in vt and told them to keep the boxes there until I have a place to put a house full of things. Called in December 2014 to give them a credit card number to put on file to pay the monthly charges, so I would not incure late charges. January, February, march , or April they did not charge my card. Where I was at in Wyoming had no telephone signal so calling was not an option. I called in may and made a payment to satisfy those months and to ask why my card wasn't charged. I got no response as to why the card wasn't charged but that it would be on file. July 30th, Finally got settled in Wyoming and got a house I called the Rutland office to have my boxes moved and to find out why I was not charged in July even though they had my card number. I was told I owed $2440.24 for rent and the moving charges from Florida to vt in order to get cleared in the system and ready for transport. I paid the charges and was told to contact the traffic dept in order to relocate the boxes. Called traffic and they said I still owed money. I told them that I had already paid that morning. After four hours on the phone with everyone from uhaul customer service , corporate complaint line and finally uhaul corporate with an official objections number they told me that the 2440.24 I played was late charges that added on the four boxes in Rutland and I owed an additional 2646.00 to clear all charges. Plus an additional 3100 to move the uboxes to Colorado. I asked for transcripts of the calls I had made and an itemized bill for the charges from start to finish and was told this process would only take a couple days. It has has been two weeks and I haven't heard from anyone. Left messages.Desired Settlement: I would like the 2440.24 returned to the card as the late charges I was charged for should not have been placed on the boxes since there was a card on file for payment.

Business

Response:

August 24, 2015

Review: Rented a Uhaul on 11/21/15 at [redacted] location. Returned it to [redacted]. Never received a receipt. Amount taken from my credit cards appears higher than I was quoted (returned truck early with slightly more gas than required). Emailed Uhaul for an itemized receipt on 12/1/15. Received response from Rachelle M[redacted] (Ref Number [redacted] with attached invoice that showed $0 due. No itemization or total. Emailed her to resend itemized receipt on 12/3/15 no response and again on 12/9/15 no response. Called Uhaul to ask for an itemized receipt. Spoke with Andrea, explained that I thought my credit card may have been slightly overcharged and asked for an itemized receipt, she put me on hold but never came back (waited 4 minutes). I don't know where else to go to get an itemized receipt to see the exact charges to my card.

This started as an inquiry for my receipt but now I'm wondering if this is a scam?Desired Settlement: My desired outcome is that Uhaul sends me an itemized receipt and refunds my rental for this type if inconvenience for simply asking for a receipt.

Business

Response:

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Rachelle M[redacted]a Senior Customer Service Agent, had previously followed up on the information Ms. [redacted] provided and sent her the following email on December 1st in response:Good evening Ms. [redacted] I have received your request about a copy of your final bill. I have sent you a copy of that bill to your e-mail address that we have on file. If you have any questions or concerns, please don't hesitate to give us a call at [redacted] Thank you and good eveningOur 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 rented a one way rental from [redacted], ** -[redacted], **. I received the truck with little gas and I had to take it and fill it up. That cost me $160.00 and lots of time out of my trip. I finally get started on the trip and during the trip every time a strong wind blew or a big rig pass by there was a major struggle to keep the truck going straight. Once I arrived to the drop off store the guy said to me you must have had a tough time steering this truck due to there being a lot of play in the truck. I discovered the horn didn't work either. I called to complain to only be told I would not get any money back and they do not put gas in their trucks that was that. I called back and spoke to a more pleasant person that took my complaint. I finally received a call back to be told from the store he could offer me a $50.00 voucher and that someone from corporate would be calling to further assist me with compensation. To this day no one has called me. These people rent the the most unsafe vehicles on the road.Desired Settlement: I would like a refund of what I paid for the truck and gas. It was by the grace of God that I made to [redacted].

Business

Response:

Thank you for your concern for our customer [redacted] and/or [redacted], whose name is listed on the rental agreement.[redacted], our GM for our U-Haul Moving and Storage at [redacted] in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Mrs [redacted], I've left a few messages on your voicemail trying to resolve your complaint with your U-Haul rental back in August. First, I want to sincerely apologize for the trouble that you had with our equipment. We understand that moving is stressful, and our job to you as a customer is to make your moving experience as easy as possible. A few problems that I would like to address, starting with the amount of fuel you used in the truck. $160 dollars in fuel is accurate for a 370 mile trip for a 26' truck loaded, with an auto transport with a vehicle on it in tow. That would equate to about 7 miles per gallon if you spent on average $3.00 per gallon of fuel. Regarding the steering problems you had with the equipment; after the truck was recieved in [redacted], I have reviewed the repair history on that particular truck, and no issues were found with the truck. It shows it has been on rent for the past few weeks since you have dropped off, with no further problems. It is very possible that if the truck is not loaded evenly, (heavier to one side, too much weight towards the rear of the truck) that will cause the truck to not steer as easily if the truck was evenly loaded. And lastly, regarding the 18-wheelers that passed you, causing the truck to waver within the lane; our moving trucks do not drive like regular passenger cars that most customer are used to driving everyday. When any large vehicle passes the truck at 50+ miles per hour, there will absolutely be a gust that will possibly move the equipment within the lane. I do hope the $50 credit we discussed last time we spoke will come in handy for your next rental experience, and anything else I can help with feel free to contact. Thank you [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.

[redacted] <[redacted]>Sep 25to [redacted] Not at all I filled that truck up before I could leave that's not counting the gas for the trip. I don't want the voucher because I will not be using Uhaul again anytime soon. The horn was not working and we rented another truck before I received the voucher and it was so bad it wouldn't start and the roadside had to come out to get it going. This truck was worst than the other and there was nothing at the back of the truck heavy. Also the guy that worked there stated the steering was bad and why he didn't do a report I don't know we told all the personnel there about it and the guy that drove it to take the trailer off made the statement to me before I could say anything to him. Further more that wasn't the first time I've driven that size truck on the highway. I have driven that size truck a few times and never was it like this. When I spoke to you last time you said someone from corporate would call and that never happened.

Unsatisfied customer.[redacted] <[redacted]>Sep 25 to [redacted] I only received one phone call from you on yesterday and you left a message.

I don't have any messages from anyone at Uhaul and this is my response to one email. I believe they are hoping the time runs out because they don't want to compensate me at all. I would like at l[redacted] half of my money back not a $50.00 voucher that I will never use.

Regards,

Business

Response:

Thank you for forwarding Ms. [redacted]’s recent comments to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, advised our office that our GM voided the VIP Certificate and issued a refund for $50 back to the credit card listed on the rental agreement. The refund should post on their 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: We ordered a truck that we expected to be reliable. It broke down 6 times, 3 of which we had to call road-side assistance. We had over 9 hours of delays, mostly in 90 degree heat with elderly and pets, and almost 12 hrs of constant phone calls getting transferred back and forth, getting hung up on, and bounced around without resolution. Finally, Uhaul had to arrange movers to transfer our belongings to a new truck mid-travel due to their unreliable vehicle. The movers they chose damaged our items significantly--Uhaul is wiping their hands of this and when contacting this mover, they are putting it back on Uhaul. Another showing of the treatment we have endured as we had no control over these movers and now can not get resolution. We also lost our unloaders, had to pay for storage we couldn't keep due to it being closed when we finally arrived, had to pay for oil to be put in the uhaul; all because of the incredible amount of delays. In GA while waiting 3 hours stranded, I pleaded with road side assistance due to the heat and no food and water as we had not prepared for an extra day of travel from delays--I asked him what I was supposed to do if the elderly woman or pets pass out/die from the heat. He chuckled and told me I would have to call customer service (again, just getting bounced around and not taking our well being seriously AT ALL). Our case went all the way up to the regional office where I demanded she listen to the hours upon hours upon hours that my family spent on the phone to show the amount of suffering we endured. She stated she refunded the truck we ordered, did not listen to any of our phone calls (that are supposed to 'be recorded to keep their promises to us'), but refused to compensate us for anything else that was promised to us or even attempt to compensate us for the amount of trouble the company put us through. NO customer should ever have to go through what we did. EVER. And corporate needs to knows about it!Desired Settlement: We want the company to make it right. Period. Refunding a truck that broke down so many times that they had to replace it does not do us justice.

Business

Response:

June 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Chicago Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she contacted Mr. and Mrs. [redacted] and advised them of a full refund of their rental due to the issues they experienced with the U-Haul equipment. Ms. [redacted] also mentioned Mr. and Mrs. [redacted] have a damage claim for damages they incurred when the transload was done that is currently being researched by our Southern Georgia Regional Office.

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 response provided is why we filed the complaint. The regional office offered a refund of their truck, which broke down multiple times and causes us 9 hours of delays before they had to provide us with a transload and new truck. It is a standard protocol of even a subpar company to provide a refund for such merchandise provided to a customer. We are not satisfied because shortly after the call from the office, we realized that the other refunds promised to us (ie unloader reimbursement, food/water reimbursement due to being stranded, oil reimbursement for having to put oil in their truck) were not refunded and the office refused to provide recorded promised refunds just because they refunded their extremely faulty truck. This does not include the amount of suffering our family endured in the hours of 90 degree heat with elderly and pets that uhaul repeatedly was notified of on record during these periods of delay while we were constantly transferred and hung up on.secondly, we do not accept the response as the insurance office she is referring to very quickly denied our claim because we initialed that we were present at the transload and were ok with the service. We initialed because we were satisfied that the movers were able to get our belongings into the truck. we did not know, nor was it stated, that we had to manage professional movers that uhaul provided (we were not able to research or pick these movers) or tell them how to do their job. therefore, it was pure negligence on uhaul for providing a poor company to us as this was an absolute necessity and not a courtesy, as well as negligence on the movers that clearly did not take care of our items despite us providing sheets and blankets. It is also noted that my husband was on site and noted the items in good condition that were unloaded and that because these all were heavy or awkward items, the movers did not let my husband handle them at all. The mover is denying all and saying it is Uhauls fault, yet uhaul is washing their hands of all responsibility because we initialed a paper. we are highly dissatisfied with this as it is only adding to the amount of suffering and time our family enduring dealing with it.Finally, because of all the trouble, we were told to contact the president, [redacted], directly and was given his information. I did so and it has been a week and ahalf with no acknowledgment or response to this matter, another clear poor business act and extremely poor customer service. We requested that someone sit and listen to the 15 hours of phone conversations our family has endured so that uhaul step inside our shoes and realize what we went through. they then will know that a mere truck refund does not even touch what we deserve. No one has yet, even the regional Chicago office, to do that and she admitted it to me. I guess no one wants to live through what we did...

Regards,

Business

Response:

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Chicago Regional Office, reviewed the recent comments from Mrs. [redacted]. He informed our office he attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. He left a message requesting a call back. He also sent Mr. [redacted] an email requesting the amount they are now seeking. A full refund in the amount of $2,1.61 for the truck they had issues with was done on July 11th although they were still able to continue and complete their move. Mr. [redacted] explained that Mr. and Mrs. [redacted] agreed the refund was a fair resolution and accepted the offer. They then filed a claim with [redacted] Company for damages they said occurred during the transload, which was denied. They continue to request reimbursement for damages and also are claiming reimbursement for food and lodging. Originally they requested food and lodging plus a portion of their rental, however, Mr. [redacted] explained a full refund of the rental would more than cover their expenses and they agreed with the resolution. Mr. [redacted] hopes to hear back from them soon.

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: We rented a truck to move from Omaha, NE to Charlotte, NC on June 6, 2013. Just East of Paducah, KY we lost the air conditioning in the truck. We called the 800 help line and ended up stopping in Nashville, TN for over an hour while the AC was checked by a mechanic and was unable to be fixed. We ended up having to drive 548 miles out of 1222 without AC as well as ending up with an earache having to have the windows down and wind blowing on my ear. In addition, due to engine compartment heat, we lost snacks and drinks that melted and were unable to be used due to the heat. When I called this morning to get a refund over this extreme inconvenience, I was insulted by being offered a $90 refund to compensate for this extremely unbearable solution. Th truck only had 7426 miles on it when we rented the truck for our move.Desired Settlement: 548 miles out of 1222 total mileage is 44.8% of total trip without AC - I would like a 44.8% of the $1435.96 charge or $643.31 refund of this trip due to having to be subjected to extreme heat and conditions on faulty equipment, not to mention physical issues sufered due to having to drive with windows down.

Business

Response:

Mr. [redacted], our Executive Assistant for the U-Haul Company of NE, followed up on the information Mr. [redacted] provided. He has offered to issue Mr. [redacted] either a refund for $90 as an adjustment on his rental or issue him a VIP Certificate for $180 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. As soon as Mr. [redacted] advises Mr. [redacted] of the option he would like, Mr. [redacted] will process immediately.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Documents attached explain in detail the reasons why $90 is not even close to sufficiently covering the damage and faulty equipment. Vehemently reject a $90 settlement offer for 458 miles in 85+ driving temperatures for broken equipment and $774 in car repair due to faulty tow trailer.Regards,[redacted]

Business

Response:

Please be assured we value each and every customer and apologize if Mr. [redacted]’s move to Charlotte, NC with U-Haul was not to his satisfaction. The information he provided was reviewed again. In the interest of customer good faith, we have decided to issue a refund for $389.84, or 44% of the truck rental, as an adjustment due to the problems he experienced with the air conditioner in the truck. The rates of the auto transport, appliance dolly and furniture pads will not be discounted since these rental items had nothing to do with the failure of the air conditioner in the truck. Safemove and Safetow Protection are not a refundable fee. The refund has been issued back to Mr. [redacted]’s Visa 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

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.While I appreciate the refund - I have a vehicle that has been unusable since June 8th and due to the faulty tow equipment and the slipping tire holster, I now have a $774 repair - is this covered under the car insurance or not? The car was in perfect working condition when it went on the trailer and was out of commission when it cam off the trailer.Regards,[redacted]

I recently moved cross country and did not have a good experience with Uhaul. First, the electrical wiring was loose on the trailer (our car was hooked up well, and reviewed by the business before we left). We had to pull over several times, once in a downpour of rain to fix this. I wouldn't have been too upset about just this annoyance, but there's more. When we arrived at our destination, an antique mirror, a fur coat, an antique chair and a few other items were warped with water damage. The rain had leaked into the trailer. Everything was wrapped well, with cushion and even plastic, but it still leaked through. My mom had just passed away and I had to clean out her house. These antique items and fur coat were hers. They could still be used, but were damaged. Uhaul did not reimburse even a penny! A small gesture would have done. Maybe give us our lock or the cushions we paid for for free? No, nothing. They said the waiver all uhaul customers sign says they're not responsible for water damage. A disgrace.

Review: On March 12,2016 U haul Service has on their website of moving helpers, which I use to move my furniture out of my unit which I selected [redacted] to move the furniture. The move helper were Dustin and Jimmy which they move all the furniture except my dresser mirror on too my truck.. Now I seen the dresser mirror standing on the wall to be loaded on the truck... After I had unload my truck I notice that my dresser mirror was not on the truck.... I call you U-Haul on Riverside Dr in Evansville, In about checking the survielle carmera to see where this dresser mirror was put I spoke with the Manger Hank. He inform me that I would have to get a court order to look at the tape to find out where my dresser mirror has with too.. Now don't get me wrong I not so put out about the dresser mirror being left it the princple of the matter.. That I would have to get a court order to see where my dresser mirror was put... Since this is a mover helper is adverside on their website U-Haul it make me think and wonder if they have a business of getting taking people furniture... If nothing was done wrong look like Mgr Hank would showing more of his customer service is helping find my dresser mirror ... This complaint need to put out their that company like this can't be trusted...Desired Settlement: I think I should be compensation for this and given explanation on why I can't see tape to find out where my dresser mirror was left at or put at

Business

Response:

March 30, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Carolyn Jones, our Executive Assistant for our Louisville, KY Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her she spoke to our U-Haul Center GM and he relayed he has not seen the dresser mirror. If Ms. [redacted] would like to file a claim for a loss, she would need to contact RepWest Insurance Company at 800 528-7134. A phone report will be taken and then an adjuster will contact her back for further follow up. 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...