U-Haul International, Inc.

Review: I rented a uhaul on 02/03/2016 at 9:25am and returned it on 02/04/2016 around 3:40am. The truck was returned with more gas than when I rented it and the guy also checked the back to make sure it was cleaned out and it was. The truck was not checked in for two days after I returned it which I could not pay until it was check in if any money was owed. I had major problems picking up the truck as well as dropping off with the workers. I called [redacted] several time from picking up to dropping off because of so many issues. Everyday several times a day after drop off I called to find out if I owed any money and requested to pay in cash not have my card that I made the reservation with to be charged. When I went to the drop off after they got the truck checked in to pay as I was advised to do by the uhaul customer service the guy refused to take the $21.14 saying I could not pay there and then after being rude he said he did not know how to except the payment. I again call uhaul and told them of this problem of not being able to pay because the guy did not know how to take payment. All my calls were noted on the account and I also made a complaint on the survey they sent me. Then a district manager called me by the name of David A[redacted] and said he would call corporate and waive the $21.14 for all the trouble. Then I got a email saying I owed $51.17 I called David back and he said don't worry he already filed with corporate and I would not be charged. However on the 18th of February I was charged $12.79 to my card and when I call uhaul they did not know what I was charged for. I told them at least in four phone calls not to charge my card because I paid cash to rent upfront and I would go and pay cash again. They made a promise that my card would not be charged and I didn't owe any money for anything after taking care of the $21.14 issue. As I said the gas had more than when I got the truck and the truck was cleaned out. This has been an awful experience with uhaul.Desired Settlement: I want a refund for all they have put me through. I was going out of my way to follow up everyday to pay them when they neglected to check the truck in right away. The guy at the Exxon was refusing to give me his name because he did not know how to take the payment, and then gave me a false name and he was the manager. I have been renting form them over a decade and have been very loyal. When they read the not of the calls they will see I had went above and beyond to give them money and ask that my card not be charged. I don't even know why the price went from $21.14 to 51.17 then to get charged $12.79. I have made way to many attempts to solve this and had reassurance from David A[redacted] that I was free and clear of any payment because of the trouble I went through. This is unexceptionable for them to do this to me and I have to be through different people and areas on the phone calls that they can't connect what's going on. I would like to have a full refund of my money back adapt.

Business

Response:

February 28, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] David A[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and found the Promissory Note was not canceled. He contacted our Collections Department and had the Note canceled as well as removed Ms. [redacted]’s name from E-Alert. As we value Ms. [redacted] as a customer, Mr. A[redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. A[redacted] provided his cell phone number in case she had any concerns regarding her refund. 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: This haul location took my funds then could not provide services till much later than anticipated. They state I have to wait 5 business days to get my funds refunded. When I called haul they transferred me until I gave up. No one was willing to even try to help me with this issue. Im actually still on hold for 55 minutes as I write this. [redacted] is the last person I spoke with but [redacted], and a couple others just keep transferring me.Desired Settlement: Refund today since no services were rendered!!

Business

Response:

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $331.25 was issued back to the credit card listed on the contract on June 18, 2015. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We went to this U-Haul and told them we needed a trailer to haul a [redacted] and the manager [redacted] advised a 610 because after I saw the original trailer 510 I reserved online was to small. In [redacted] I checked on the motorcycle and the Tie strap anchor broke and the motorcycle was leaning on the right handlebar grips causing it to break . I unloaded the motorcycle and I went to the nearest U-haul in [redacted] . They called roadside assistance for me and they were suppose to send a technician to repair the trailer but they advised the [redacted] employee that they did not have the parts to fix the trailer and that nobody would be coming to fix it . We were stranded with a broken trailer that U-haul would not repair . I had to rent another trailer from [redacted] U-haul and they advised me the [redacted] uhaul rented us the wrong trailer and put us with a open trailer for a motorcycle which I had to pay to rent and leave the broken trailer in [redacted] which we would pick up in 3 days on the way home from our trip . We had to get the grips replaced when we arrived to our destination . We were stranded 5.5 hours in [redacted] and the [redacted] Uhaul failed to assist us with the roadside repairs leaving us stranded .Desired Settlement: I have opened a claim twice requesting reimbursement for the trailer rental and repairs to our motorcycle. The Customer Service said I would hear from a manager in 72 hours but after 10 days nobody called .My wife called and was told our claim was denied. We never spoke with anyone regarding the claim and they denied it ? We reopened the claim again and nobody followed up with us regarding the claim but [redacted] the manager from [redacted] denied the claim. Refund on claim due $314.75

Business

Response:

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. She informed our office she sent Mr. [redacted] a letter explaining he made an on line reservation for an enclosed 5x10 trailer and when he arrived at our [redacted] U-Haul location he chose the trailer he wanted. He made his reservation at 7:56 am for pick up at 9:00 am the same day. Mr. [redacted] also loaded his own motorcycle on to the trailer and secured it himself. Please be advised U-Haul cannot be responsible for the loading of the motorcycle. Ms. [redacted] also relayed we have a specific trailer for transporting a motorcycle, which is an open trailer. We also sell a motorcycle towing kit to help secure the motorcycle while in tow. Due to the last minute reservation, this specific trailer was not available.When Mr. [redacted] experienced the breakdown, a service provider noted the "D" ring had broken and was not designed to hold the weight of a [redacted]. The repair was not done due to the fact it was apparent Mr. [redacted] was going to hook up your motorcycle again. Ms. [redacted] relayed that Mr. [redacted] chose to rent another trailer.Mr. [redacted]’s claim for reimbursement has been denied.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

After receiving the response from the Uhaul I was shocked to read how untruthful with all the false inaccuracies in the letter . 1st of all my wife reserved a 5x10 trailer under her name but after I saw the trailer in person I told [redacted] that again that I had to load a [redacted] on it and he recommended the 6 x12 .

2nd) [redacted] never said this trailer is not equipped for a Motorcycle .

3rd) Regarding the breakdown and contact with the Roadside Service was not made by me . The employee @ the [redacted] location was the only person communicating with them and he was shocked to hear that they had no parts to to fix it and they would not being coming to repair the trailer . [redacted] Uhaul stated the Roadside would not come because we would just be putting the bike on it again is not true and never happened !

4th) The representative @ the [redacted] Uhaul after reviewing the D ring on the trailer stated it was rusty and worn that is the probable cause of the failure .

5th) My wife had rented another trailer in her name 7 hrs after I rented the trailer in question after we were told by the [redacted] employee that nobody would be coming to help us . After 5 1/2 hrs stranded we had no choice but to pay to rent another trailer . The [redacted] store stated the trailer would have held the bike just fine if the D ring would not have been worn out and rusty . Once we rented another trailer [redacted] allowed us to leave the broken trailer on there lot.

I have requested from [redacted] if they could put this all in writing for us so if need be I can file a complaint with my credit cards used or worse for small claims lawsuit .

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Mr. [redacted]’s recent comments to your office. In an effort to bring closure, a refund for $314.75 will be issued to Mr. [redacted] in the interest of customer good faith.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: Company advertises that they will give you $50 if your order is not correct

We reserved a 26ft truck 2 weeks ago for our move. we rec'd an email confirmation that we had that truck, at the time we chose and the location. two days before our move, we rec'd a call, 15 mins before the location closed to change our truck to a smaller one on a different day at a different time. we had to get a smaller truck that was the same price. we asked about the $50 and were given the run around and some BS explanation about it that didnt make sense and was not what the ad says.Desired Settlement: I want the $50 for the inconvience we were caused. we were not able to finish our move bc the truck was smaller BUT THE SAME PRICE. We still have items as the previous home because they wouldnt fit in the smaller truck. we also couldnt get our truck until 1 hour after our pu time

Business

Response:

August 25, 2015

Review: U-Haul has forced me to compile this complaint. I have multiple issues with this company, but I will be to the point as to what caused me to report them.I was moving to CT and had my items at the U-haul storage location in [redacted]. I had already spents months attempting to get in touch with a manager to honor the "free month" that they advertised. I never heard back from them.We ordered a 26 foot truck as I had a variety of items that needed to be moved. We were told the night before they were giving us a 20". Upon coming to the location there was a GIANT sign stating- Guaranteed Reservation Promise- Right Equipment, Right Location, Right on Time. As Agreed or you get $50 "I guarantee it"So, not only did it take FOREVER to check out the truck do the horrific lack of employees, but it was THE WRONG TRUCK. We have been attempting to get someone on the phone to assist with this matter and we are dumped to voicemails that NEVER get a phone call back. The lack of management is horrific. Don't make promises you can't keep! We have to make an additional trip now due to the smaller truck..that was promised to us.Desired Settlement: Refund us the $50 that clearly we are owed.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Massachusetts Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Good evening Mrs. [redacted], First I apologize for your experience at our [redacted] location and thank-you for bringing this to our attention. I have spoken with your husband and have advised him that the $50 reservation guarantee will be issued. I have issued the credit to the credit card that was used to make the reservation. You both have mentioned that you will need to plan a second trip for your move. Please feel free to email me directly in regards to making your next reservation, so that I may handle directly. Once again I apologize for your experience and look forward to helping you with your next move. Thank-you. S[redacted] Traffic Control Manager [redacted] office [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

Review: Uhaul employees at the [redacted] location in [redacted] misinformed us about the shipping of our Ubox.Customer service to resolve the issue was poor. As we began our move from [redacted] to [redacted], California, we chose the Uhaul company because of the Ubox program they offered. Using this method, we could ship our things in two Uboxes across the United States to our destination. Our first question to the employees in the [redacted] Office was the following: "What day should our Uboxes be here, at this Uhaul, in order to arrive in [redacted] by August 2?" Their answer was to have our Uboxes at the [redacted] Uhaul on Monday, July 22,so they could be shipped on Tuesday, July 23. Therefore, we packed our things and had them at [redacted] Uhaul on Monday, July 22. We traveled across the country and called on July 31 to see where our Uboxes were located. The Uhaul call center informed us that our Uboxes had not shipped yet, and they had no excuse. After calling the Call Center, local Uhaul, and Uhaul Managers for a total of 6 times in one morning, we received a call from the Uhaul [redacted] Manager who stated that we were misinformed by his employees. He stated that the business days were dependent upon the trucking/shipping company that transported our things. This company's business days did not include Saturdays and Sundays, unlike Uhaul. He also stated that they were within our contract as long as our things arrived on or before Tuesday, August 6. He also told us that there was no way for us to track our Ubox or determine when it would arrive. This was very discouraging to hear because it meant that we would have to live in a new city, across the country, with none of our things for 6 days and had no reason as to why our stuff had waited so long to ship. We had also scheduled people to help on August 2, believing the [redacted] Uhaul employees to be correct in the estimates, but our helpers were not able to stay till August 6 to assist in unloading. Therefore, we would now have to unload the Uboxes ourselves.. The call center had also commented that it was unusual that our things did not ship on the 23rd, which was even more frustrating because it seemed as if our Uboxes were forgotten. Basically, we learned that it didn't matter what [redacted] Uhaul employees said; the contract was the only document that mattered. We would now have to deal with the consequences of their spoken mistakes for the next week. After this phone call, we called Uhaul the Call Center another time to verify our things were still in route, and we also called the regional manager another time to try to share our concerns. After this phone call, I received a call from a Uhaul representative, [redacted], who assured us our things would arrive on August 6th. We received a phone call and email from the [redacted] Uhaul stating our things had arrived and to call back if we wanted to use the delivery option. We did not want to pay the $200 to have it delivered, so we went to get the 2 Uboxes ourselves. After waiting in line at Uhaul, we were informed that we could not receive our Uboxes unless we had made a reservation 24 hours in advance to pick them up, which we were obviously unaware of. We were not able to access our Ubox on August 6 because it was not delivered in time for us to make a 24 hour reservation. After calling the regional manager again on August 7, I received a call back from him. He was apologetic that we received incorrect information, and he promised to return our call after he looked over our contract and information. He has not returned my call as of August 11.Desired Settlement: We are asking for a portion of our money to be refunded due to the poor customer service and the misinformation given to us by the employees at North Tryon.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent her the following email:

Dear Ms. [redacted], I apologize for any misunderstandings or delays encountered in receiving your Uboxes. I researched your claim and found that the boxes were delivered within the 11 business days as contracted. However, I understand your concerns about the delay in your pick up date. As a customer service gesture, I have authorized a refund credit of $200.00. Thank you for your business and please don't hesitate to let me know if I can assist you any further. Sincerely, [redacted] Executive Assistant ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. We have received the payment, so will consider this complaint resolved.

Regards,

Kaitlyn [redacted]

Review: On May 16, 2015 I rented a truck for moving. Originally the truck was fully fueled. After my use and prior to returning the truck to its location I stopped at the gas station to fill up, however this visit at the gas station cost $250.00. I am not sure how this is possible for a total of approximately 100km use or less. On top of that I had to pay $130.00 for rental, which I understand is a standard rate. The cost of fuel is outrageous. I have 3 witnesses that were with me that day to vouch for this. I also have the receipt of fuel purchase. I request a refund for the exceeded amount paid for fuel. I would like someone to contact me with respect to this issue. Thank you.Desired Settlement: DesiredSettlementID: Refund

Request refund of fuel payment.

Business

Response:

May 27, 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] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office when Mr. [redacted] originally spoke to our Traffic Manager, he advised her he went right to the gas station to fill up the tank, however, according to his fuel receipt this does not seem to be the case. When Ms. [redacted] spoke to him, she asked for clarification on the amount of fuel he put in the truck. Mr. [redacted] relayed he put in $250 worth of fuel. She asked if he meant to send her the $100 receipt twice and he said he did not. Ms. [redacted] explained our truck would not even hold $250 worth of fuel, given the current price of fuel and the tank capacity being only 227 liters. He then said he must have put in $150 worth of fuel in the truck and made a mistake when he said $250 worth of fuel. When Ms. [redacted] inquired as to the information he relayed in his letter to the Revdex.com, he stated the $250 amount he mentioned included the $130 truck rental fee. He also stated his daughter sent the letter to the Revdex.com and she must have made a mistake. Ms. [redacted] questioned him about the $150 in fuel and he stated he put in $50, which he has a receipt for, and when he started the truck it did not read full so he put in another $100 when it did read fuel. Ms. [redacted] mentioned that this confirms the gauge is working. She explained if he picked up the truck with a full tank and drove 99 kilometers and put in $50 of fuel, there is no way the $100 worth of fuel would fit in the truck without it overflowing. At this time we cannot accept the $100 receipt as being fuel for the U-Haul truck based on our findings and Ms. [redacted]’s conversation with Mr. [redacted]. It’s possible the receipt belongs to another vehicle and not the U-Haul truck.

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 a U-Box Reservation for my move from Milwaukee, WI to Las Vegas, NV. I completed the reservation for the U-Boxes online, and everything was going well. I noticed the U-Boxes had a banner advertising a price of $59.95/Mo, but I had paid $74.95/Mo ($149.90 for the two boxes). We noticed this when we arrived to Las Vegas and were unpacking the Boxes. My wife called the U-Haul location to inquire about this, and she was told by Customer Service it "must have been an old banner," and they could not honor the lower price. We were confused and disappointed, but did not press the issue. Today, while I was balancing my credit card, I noticed two unfamiliar U-Haul charges of $99.02 on 7/19. I do not know what these two charges are for. I contacted U-Haul today and spoke with [redacted], who told me [redacted] would have to call me back in 5-10 minutes -- it's now been over a half hour, and I have not gotten a call back. I have a hunch that these two charges are for an extra month of use, because they were not picked up until the 22nd, but we only paid through the 19th of July. However, a monthly charge of $99.02 is grossly inaccurate, considering we only paid $74.95 the first time, AND the banner on the box said $59.95 (I do have a photo of this banner which I would gladly share). ADDITIONALLY, regardless of the price, we should not have to pay for a second month of use. We paid through July 19th, and we were finished with the boxes on July 12th. I called U-Haul on the 13th and was transferred to Corporate because the [redacted] location did not answer. Corporate told me he'd "send a message" to that location to have them call me -- they never called. I called again on the 15th and on the 18th, and had the same result both times. FINALLY I got a hold of them, and the boxes were picked up on the 22nd. But, I first attempted to get them picked up on the 13th, 6 days prior to our month running out. I will not pay for a second month.Desired Settlement: I am seeking a credit for the following:

-- The difference between what we paid for one month and what was advertised on the box itself. The box said $59.95 per month (I have a photo and will gladly share if necessary), and we paid $74.95 for each of them. I am seeking a refund credit of $30.00 (the exact difference, @ $15.00 per box)

-- A full refund of the unexplained charges of $198.04 -- they cannot even explain what the charges are for, and the only thing I can think of is a mistaken "second month use" charge, which as I explained, is not only over-priced, but unjustified altogether.

I would be satisfied with a credit card refund totaling $228.04, as this is the exact amount we were over-charged.

Business

Response:

August 13, 2013Thank you for your concern for our customer [redacted].[redacted] who works with U- Boxes at the [redacted], NV Center informed us she has refunded a total of $250.00 to Mr. [redacted]. Ms. [redacted] e-mailed Mr. [redacted] the receipts for these refunds.Our customers are very important to us and we regret to hear of situation 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 was treated with nothing but disrespect and harassed by this company. I was over charged by $108 and was actually told they were going to do as they want. I am in aw at the fact that a company like Uhaul would hire such people to represent their company. Iwhen I rented this truck I was being uphold from the go. Take the insurance, the pads, the dolly blah blah blah. All of which I did not need and already had. The person I felt with first at the [redacted] location was [redacted] told me after I stated I wanted nothing other than the truck itself, "oh don't worry we won't charge you for anything other then what you need and don't worry about the insurance ext we will deal with that when you return the truck". I stated again I want to pay for nothing but the truck [redacted] stated, " ok, gut ya no problem. When you drop it if you will only be billed for the truck". At that point [redacted] handed me a contract which I believed was only for the truck but being the sneaks they are hidden there somewhere were other services like insurance, dolly, pads, ext I specifically stated I did not want in the contract. Being the trusting person I am I signed and went on my way. I also told [redacted] I would need it for two days and he said no worries and sent me away. The vey next day I got about 8 calls which I have recorded being harassed by the manager of the [redacted] location. Her name was [redacted]. She was the most disrespectful low life I've even seen in my life. She was arrogant rude and demanding I bring a truck I paid for back because she made a mistake and rented it out to another person. I told her well I still need the truck and why are you making this my problem I still have my stuff packed in the truck. At that point she went crazy on me saying she is going to use my credit card outside of Uhaul and threatened to have one of her friends use it. She was saying don't F with me nobody gets over on me. At that point I said ma'am are you ok I'm a customer who is renting from a company your supposed to care for and protect. All this is on recording and if you would like I can post it on [redacted] for you to see and hear. At that point I told her I am moving on Halloween and I'm stressed out enough to please leave me alone. I hung up and she called back another 10 times leaving messages saying you better have that truck back which if you like I'll also post on [redacted]. I didn't answer her because I didn't want to deal with the craziness so she called unavailable. I answered and she said hey [redacted] don't [redacted] ignore me do you know who your [redacted] with. At that point I called corporate and spoke to another woman who was actually kind and said she would leave notes stating I didn't ask for the insurance, pad, dolly ext and when I drop it of I will have no problems and she apologized for the manager at [redacted]. I said please have her not call me back period she said no problem. Now here we go again, [redacted] the manager at [redacted] heard threw the notes that I spoke with the other lady at Uhaul called me back for the 15th time and said she runs the show and nobody can over ride her authority. She said there is nobody higher then her. After being so drained from moving for two days I just ended it there and dropped the truck of. At drop of [redacted] was there again and stated I was good and would only be charged for the two days I had the truck which was $19.99 a day plus miles which I only moved across the street from where I previously lived. It was exactly 1 1/2 miles which I drove twice. A total of 3 miles plus a mile or 2 to drop it back of. So at most 5miles which would be $5. So I'm total it should have only cost me at most $45. After checking my bank account I seen two separate charges from Uhaul. One for $108.27 and the other for $58.28. A total of $166.55. I also put the gas back in and more then I used. I was furious when I seen my bank statement. I immediately called corporate again and spoke with [redacted] who would not let me tell my side of the story until she spoke to the manager [redacted] at the [redacted] location. I said ok whatever and she called me back just as arrogant as [redacted]. I tried explaining to her my side when she transferred me to her supervisor saying I was not being cooperative. I was in awwww. Then I was transferred to supervisor [redacted] where they were both attacking me on three way. At that point I was frustrated and said go to hell and hung up. Which brings me to you, the Revdex.com.Desired Settlement: I want [redacted] the manager at [redacted] ma location fired as well as an apology from her and the rest of the staff I noted as well as a complete refund plus a free rental on my next visit if I even decide to rent from Uhaul ever again. I want all my money back and then some for all my time your company took from my life and overdraft fees because of your company. I want myn$166.55 back plus $70 in overdraft fees because of the two separate charges and a free rental next time I decide I need one if I even would.

Business

Response:

November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul Storage of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and Mr. [redacted] in reference to her recent rental. They discussed all aspects of her visit from their initial encounter with a customer service representative to the phone conversation, which they stated prompted her write a customer review. Ms. [redacted] was more concerned with the rate of miles she actually used. They were able to settle on a total of 12 miles. A refund in the amount of $77.73 was issued as an adjustment on Ms. [redacted]’s rental and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I made a reservation for a 24' U haul truck to be picked up at 9am sunday November,1,2015. I made it to the location at about 8:40 and waited for the doors to be opened at 9 am. I got inside to be informed that my truck wasnt there. I waited nearly 30 minutes before I was able to get a truck. I called about their customer guarantee which states that U haul will give the customer $50 if the truck is not there the date,and time and it says it in fine print. I contacted them again and they're still refusing to honor my complaint.Desired Settlement: I'm desiring a $50 credit back to my debit card for the U haul customer guarantee.

Business

Response:

November 20, 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] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee 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,[redacted]Executive AssistantU-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: When I rented the truck, it was on line, a few days prior I was direct to a rep in that office, I specifically asked her if the 10 feet truck had a ramp, I have heart issues and back issue and it was a priority that the truck had a ramp. She said yes, I also rented the appliance dolly to make things smoother. My brother and I were the only one doing the move. When we got to the location, my brother asked the guy at the location about the ramp, rudely the guy said no, 10 feet trucks don't carry ramps, I explained again that because of my health reason I needed a ramp, he said rudely, no ramp, my brother tells him well I'll pay the difference for the bigger truck, the guy states, all larger trucks are only one way one flat fee plus $.99 a mile, I told him how can that be, Uhual is nationwide, again rude as hell him and my brother were going back and forth..At this time it was to late even to go rent something else as I had to be out of the apartment by Saturday morning, this was the most horrifying experience I have never had, I had a heart stent put in on June 19, 2013, i[redacted] at [redacted]. I have contacted their claims depart and filed a report , File #[redacted], I wanted a refund, I had to pay for something I did not sign up for, I received a call May 8, 2015 all I got was a VIP certificate for future use. I told the district manager they can keep the certificate I was never going to use them again and would file a report with the Revdex.com, what horrifying service, I was treated horrible and disrespected...I insist the give me full refund

Product_Or_Service: UHaul Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund. What I paid for was not what I signed up for.

Business

Response:

May 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation online. The reservation was filled with the size of truck as requested. Unfortunately that weekend, they had no larger trucks available to be able to upgrade to a truck with a ramp. In the interest of customer good faith, Ms. Reddick issued a refund for $25 back to Ms. [redacted]’s Visa account as an adjustment. The refund should post on her next credit card statement.

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

Sincerely,

Maria P[redacted]

Executive Assistant

U-Haul International

Review: Hi, I'm making a complaint against Uhaul on [redacted] for service, advertising, and refund issues. The service issue is a result of poor communication between the main call centre and actual business. Twice I made appointments with the call centre, however when I showed up for the appointments they did not have them in their system which in turn wasted my time and effort. When I tried to give them feedback, the manager told me, "well if you don't give us money, someone else will". The advertising issue is a result of advertising a service they do not perform. I paid for a hitch, wiring and transmission cooler installation at [redacted] Uhaul. When the service was done only the hitch and wiring were completed. When I inquired about the bill amount and the transmission cooler I was told by the receptionist, "transmission cooler, we don't install transmission coolers here, it must from the USA". They were not upfront with disclosing only a partial service of what I had ordered from the website. I told the receptionist that disclosure should have happened. She stated that, "only the hitch and wiring were ordered that she could see". Once again there was a huge communication disconnect from the website/call centre to the actual business. And last, the refund issue was a result of me asking for a refund of $85.05 which was for the transmission cooler not being installed however charged online to my credit card. I was told by the receptionist to call the 1-800# to get my refund. I called the 1-800# the next day and filed a complaint and asked for a refund. The service centre then told me that the General Manager would be giving me a call within 48 hours. I waited patiently and gave them a total of 5 days. I then called the store and asked for a refund. She had the GM call me, who then looked into the matter and emailed me a response stating, "sorry we won't be issuing you a refund. I have since contacted visa with my concern.

Product_Or_Service: Transmission Cooler

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $85.05 charged to my visa from the online order refunded as well a change to the way products are purchased and appointments are made through Uhaul. The manager herself even stated they have had many issues with the call centre and the disconnect of communication. As a consumer, only the products/services that the specific business perform/offer should be available to purchase online. On that note, appointments should be made only directly with the s

Business

Response:

May 6, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued Ms. [redacted] a refund for the transmission cooler that she paid for online but states she did not receive. Ms. [redacted] relayed that the hitch order did not include a transmission cooler and was not part of the hitch work order, which she states may have caused the confusion.

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: Walk around not done, contract not gone over by manager, mileage and gas not checked or recorded. Manager too busy with customers to pay attention to business transaction.Upon return, I was asked to report gas and mileage which suggests this is their standard practice which can lead to false or erroneous reporting.Itemized breakdown not available until after purchase. I would like to see what I am being charged for prior to paying, and I felt the charges were too high.District Manager was rude and lacks customer service skills necessary for dealing with discrepancies and/or issues. She was more interested in me making payment then seeking to understand my complaint.My discrepancy (the mileage and service) should have been properly heard and addressed. Whether I was right or wrong an immediate assumption was made on the District Managers end that I was wrong. She simply stated that I owed the stated amount and it was not up for discussion.I received a call from the Regional Manager, who argued with me that I was wrong. I stated I had the contract in my possession which proved what I was saying (not recording gas/mileage). He asked me to fax the contract to him for review. I made it very clear to him that no charges should be made until the discretion had been cleared. I emailed the contract and followed up with three calls which went unreturned. The credit card on file was charge the full fee. I had also paid a $100 deposit.

Account_Number: [redacted].Desired Settlement: DesiredSettlementID: Refund

I originally was looking to resolve this through some type of adjustment on the bill. Since Uhaul was unwilling to reach a resolution with me I now want a full refund. I belieive I deserve a full refund due to the poor customer service, the discrepancy in their practices, the lack of resolution intent, and the time this has cost me away from my business.

Business

Response:

August 17, 2015

Review: For reference, this is my second complaint against this company filed with the Revdex.com. Please reference Revdex.com complaint #[redacted].

I contracted Uhaul to drive a Ubox from [redacted] to [redacted], where it would be placed into storage until I could collect it. When it came time, I tried to go through [redacted] (a Uhaul moving contractor company) to set up a moving helper as I had done in [redacted]. I learned that the contract number originally provided to me was inaccurate, so I called Uhaul customer service to get the correct number. I was assured that the new number - two digits different - would be correct, but it was not. I called multiple times over a period of three to four hours, continuously getting "new" contract numbers that [redacted] could not recognize, and was disconnected many, many times during the process.

The only way that I was able to get this issue finally resolved was by posting a comment on Uhaul's [redacted], which you can reference here: [redacted]¬if_t=feed_comment

The CSR staffing the [redacted] was the only individual out of the dozens I had spoken with that was able to put me into contact with someone that could get me the correct contract information. In the end, the office manager of the [redacted] Uhaul contacted me to resolve the issue. In a surprisingly unprofessional method, he had me give my credit card information to him directly, where he set up the [redacted] order.

Also, I had asked him to personally meet with me so that I could learn why it was so difficult for me to get a correct contract number, and despite guaranteeing to set up a meeting with me, he failed to do so. Additionally, as noted on the [redacted] post, I was promised that I would be contacted by different people from Uhaul customer service, but none of them have reached out to me.

I have a suspicion that my account was directly sabotaged as a result of my prior complaint with the Revdex.com; I cannot see any other way in which it was apparently impossible for many, many customer service representatives to retrieve a number that should have been a simple, straightforward process. While one CSR informed me that "the REAL number you need is buried in this screen that they don't always show new people," I have a difficult time believing that there was yet another "hidden screen," or that the only way to actually resolve this issue was to have a store manager and a [redacted] CSR manually handle this transaction.Desired Settlement: I would like a further refund of my original shipping costs. Due to my last complaint, I received a 33% refund of my original ~$1800 moving costs. Ideally, I would like an additional 33% of my original cost refunded. This refund would be entirely to alleviate the incredible frustration and anger that resulted in having to spend yet another four hours on the phone with Uhaul's customer service department, which has been a seeming constant source of stress over the summer.

Business

Response:

September 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted] our President for our [redacted], followed up on the information [redacted] provided. He informed our office he left a message for [redacted] providing his cell phone number and requesting a return call to personally discuss his concerns. I was also advised that our GM of our U-Haul Center involved mentioned in previous conversations with [redacted] said he would call us back with a time and date to meet with [redacted] and our GM but had not. Our GM has made attempts to reach [redacted] but the calls go to his voicemail. [redacted] 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,[redacted]Executive AssistantU-Haul International

Review: Planning trip to Gibert Arizona, I called Uhaul on 12/10/2013 to ask about detail and process renting a truck from the company. (17' truck). I was told twice that the process is to make an reservation with the credit card, (which I did), then I was told to go ahead and pick the truck up in my area with $100 deposit, return the truck in Gilbert AZ, and pay the difference. Since my aunt is sponsoring this move, I called her and told her details and process of Uhaul truck renting practices. We both agreed that $2000 will be enough to get to Gilbert AZ, unload the truck and using credit card pay the difference. She did sent me the $2000.00, which I picked up in local currency exchange. In the mean time I had hired truck loading help, and called my job in Gilbert that I'll be in work by Friday morning. Then I went to Uhaul location that called me to pick up the truck, and to my shock I was told that I have to pay full amount of over $1800.00 in order for them to release the truck. Since me and my aunt made a plans according to operators misinformed statement and explanation, I end up with out a truck and stuck in IL for another day. Now, my truck loading help I hired cost me $600.00 another day in hotel $67.00 and lost day of work on Friday $245.00. When I called to complain to customer service, one gentleman of a name Jose hung up on me, second call to customer service the representative kept telling me no, no, no, and told me that I am not serious. Total ignorance!!!Desired Settlement: I need to move to Gilbert next morning, it would be fair for Uhaul to rent the same truck to me minus lost money I incurred today.

Business

Response:

December 11, 2013

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], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] after listening to the recorded conversation with our U-Haul agent. Mr. [redacted] was advised at the end of the conversation that nothing would be charged to his credit card and he would pay for the rental when he picked up the truck. Ms. Lott explained that Mr. [redacted] was given a discount at the time of the reservation. She also added that any further discounts will not be offered.

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.

Not resolved at all!!!Representative from Uhaul tricked the system by calling me quickly and trying to lie to me about audio recording. When I requested copy of this recording to proof that I am right and she was lying to me, she told me that she will email that audio file to me, and then she said I am closing this complaint. I said, no, do not close until I receive audio recording which I know for a fact, I was right and she is lying to me. Until today I have not receive the audio recording or any satisfactory. That is the example how company's trick the system to get rid of consumer complaint. This should be still open complaint, please do not close it until Uhaul rep, will email audio file to me, of my conversation with operator from the day I called and was misinformed.

Regards,

Business

Response:

December 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our U-Haul Company of Chicago South and SW Suburbs, reviewed the information Mr. [redacted] provided. He advised our office there is a lot involved in emailing the recorded conversation. He listened to the conversation himself and assured me Mr. [redacted] was quoted both in-town and one-way rates. At one point we did agree to match a rate but Mr. [redacted] was requesting an additional discount. We never told Mr. [redacted] he could pay for a one-way move when he reached his destination. Mr. [redacted] believes Mr. [redacted] may have gotten information on the rentals mixed up due to the fact he was given information for both an in-town and one-way move. Mr. [redacted] could not stress enough that Mr. [redacted] was given correct information.

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 6/24/2015, I reserved online a 10' Uhaul truck to be picked up from Breed & Co in Austin, Tx on 6/27/2015. I immediately received a confirmation of the reservation along with a reservation Order #[redacted].

On Friday evening 6/26/2015, I was informed that no 10' trucks were available from Breed & Co or anywhere else near Austin, Tx. Eventually after much searching, we were informed that a 20' truck was available at a location much further away than our reserved location. Complaining about the additional time it would take to pick up the truck and the additional cost of driving a much larger truck than was needed, the customer service rep told us that we could file for a $50 fee return based on not having the equipment and location referenced in our reservation. With that assurance, we used the larger truck and dropped it off in Houston, as per our reservation.

I initially filed a claim online through the Uhaul website in the second week of July. I never was contacted by Uhaul and ended up calling Uhaul's customer service on 8/3/2015. At this time I was informed that they would not honor the $50 guarantee based on their claim that a reservation hasn't actually been made until the evening before the rental when a customer service agent contacts me by phone.

The Uhaul website does not mention that a reservation hasn't actually been made until the night before the reservation date and makes no mention that Uhaul won't be held to anything in the reservation until that time. I believe that the Uhaul website, in an attempt to generate business and reservations, is at best confusing regarding this guarantee policy and, at worst, intentionally misleading.

Customer service stated that no reservation had actually been made. And yet the email I received and the confirmation that I received gives me a RESERVATION number. The Order summary on that confirmation states that: "You are reserving a 10' truck on Saturday, August 29, 2015. Your preferred pick up location is Breed & Co. A local U-Haul representative will contact you by 6pm on Friday, August 28, 2015 to schedule you at the most convenient location with available equipment." Based on that statement, I assumed that there was a possibility that equipment or location might change - but there was no mention that if it was changed, that the $50 guarantee would not apply.

Further, on that same confirmation page is the $50 reservation guarantee statement reading: "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." No where in that statement is any mention that the reservation number and confirmation supplied doesn't really count as a reservation.

Additionally, directly above the $50 reservation guarantee box is a "Reservation Advisements" link, containing terms, conditions, and helpful information. Nowhere in that entire advisement is there any statement that the online reservation does not actually count as a reservation. Instead, it repeats the same verbiage supplied in the $50 guarantee box and further states that: "U-Haul reserves the right to schedule an alternate pick up location and/or equipment as needed, based on the most convenient location with available equipment." Nowhere in that statement is any suggestion or claim that the $50 guarantee will not apply if U-Haul makes such a change.Desired Settlement: U-Haul to honor their Reservation Guanatee policy and the promise made by the CS rep on 6/26 and pay me the $50 due to their inability to provide me withe the equipment size and pickup location specified in the reservation made on 6/24.

Business

Response:

August 13, 2015

Review: U-Haul website boasts a "Your reservation is guaranteed or we will give you $50". "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.I reserved a truck online, received a confirmation email and arrived at location to find it was not available. I was sent to another location and was told that the $50 guarantee was only if the equipment was not available at any location. I contacted customer service and was told "U-Haul deeply apologizes to you for any inconveniences you receive on the day of reservation. Thank you U-Haul"I see this claim as false advertising and an inconvenience. I still rented a truck as I was moving. This matter is still unresolved.

Product_Or_Service: 17' truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I only ask that they honor their claim and reimburse me $50. Not in "in store credit" but with a check/cash. I had to make arrangements with someone to take me and pick me up at the U-Haul location where I had to rent the truck. Otherwise it would have been close enough for me to walk to and from, thus the reason I made a reservation online.

Business

Response:

July 24, 2015

Review: 03-17-16 4:01pm

You are truly making my move a very stressful experience. I booked a 10' truck sat March 19 for one day. Was called told I had to drive a 20' truck, which I am not comfortable driving something that big, so had to find someone to help me drive it. I was also told I had to drive a half an hour away from my house (vs 5 mins from the location I selected). Today I was emailed by the store, my reservation was changed to pickup Friday night, drop off Saturday which doesn't work as my move is Saturday! When calling customer service I was told that's all they can do. I was told that if o a, not driving the truck I would have to go drive an hour to sign the paperwork Friday and go again Saturday to pickup the truck. How is that fair? I am a customer, and you are adding so much stress it is awful. Not one single apology either, or attempt at compensation or anything. Incredibly upset. Reservation [redacted].

03-22-16 11:01am

Ash Ley You guys are treating me horrendously. Just spent an hour on the phone because my drop off location fraudulently charged me extra kilometres when I was well under my limit, and ensured there was half a tank of EXTRA gas in the truck. The person at Sky ways motel gravenhurst drop off location called me a liar about the kilometres I was given ( I have a scr**nshot from my uhaul account showing what I have), was incredibly rude to me and did not help me. Spoke to customer service who opened another ticket for me, which I have still not hear back from anyone regarding my past ticket march 17. I am so upset, and your team has no compassion to me being treated this poorly, and I am still not receiving my refund, but hopefully a call from a manager at some point. Incredibly upset, and no one at uhaul is willing to help resolve this. Not only customer service,but the fraudulent charge on my credit card. Now you've also caused me to be charged an hour phone call because your customer service team can't approve the refund. Wow.Desired Settlement: some sort of compensation for how awful they have treated me. the have fraudulently charged my credit card due to their own mistake, and refunding this fraudulent charge is their "compensation". Nothing has b**n done for the fact they caused me an entire w**k of additional stress, changed my pickup location four times in as many days, told me to drive an hour out of my way when I did not have time, or gas money to do so to suit their n**ds (the pickup location they made me take decided to be closed my moving day last minute, and expected me to change my move to a w**kday friday instead of the saturday when my moving help was booked for, and they expected me to pay extra gas to go sign the contract, then go pick up and return the truck saturday. their "agent" at sky ways motel in Gravenhurst called me a liar, told me too bad he wouldn't refund the fraudulent charge. incredible. not sure how they are an accredited business.

Business

Response:

April 5, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Seung Yoon L**, our Traffic Manager for our Central Ontario Regional Office, followed up on the information Ms. [redacted] provided and informed our office Ms. [redacted] was contacted and offered an apology. Her reservation was moved a few times but was filled at her preferred location and with the size of truck she requested. A refund for the extra charge was also issued. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Consumer

Response:

it was not my preferred location, they did refund the fraudulent charge, but after causing a week of stress, four changes to my booking not in my favour at all, there was no appropriate effort made for any compensation. Absolutely ridiculous way to treat a paying customer.

Review: I purchased several boxes and moving materials from this location a couple of weeks ago. I had a left over box of bubble wrap, unopened and decided to return it for a refund. When I walked into the store, I was asked if I had my receipt, which I did and was then asked for my name and address to process the refund. No problem. When the employee asked for my phone number, I told him that it was unlisted. He said that he had to have my number. I explained that I could make one up, but I never give out my number. With that, he became extremely rude and said that I would not be getting a refund. I couldn't believe it! I had my receipt and my unopened box, but because I wouldn't give out my private number, I was refused a refund!Desired Settlement: I want a full refund. That's it. It's all of $20, but I want to be able to return something that I didn't use, and get a refund like most companies provide.

Business

Response:

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good Morning [redacted]. My name is [redacted], and I am writing you regarding your recent concern with the U-Haul center you had a bad experience with. I have tried to contact you by phone, but when they answer they tell me it is the wrong phone number. I would love to talk to you regarding your concern. Please call me at ###-###-####. I look forward to speaking with you. Thank 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,

Executive Assistant

U-Haul International

Consumer

Response:

I have called this manager, but she was not at work that day. I have since supplied my phone number through an e-mail response, and am still waiting to actually speak to someone regarding this matter. Thank you for the follow up. but this matter remains unresolved at this time.

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.

Regards,

Review: On 7/17/15, at approximately 0800, My negative experience started with U Haul.

First, when I picked up the truck, they forgot to equip it with the dolly I had paid for, so after I drove it all the way home, I had to drive all the way back to the store to pick the dolly up.

Then, after only one hour, of what turned into a 12 hour trip, the a/c stopped working. My Son and I had to endure 100 degree weather, from San Diego, through Bakersfield, to the Bay Area.

Several times, I attempted to get help from roadside assistance. Each time, the average wait was 15 minutes, just to talk to an agent.

On 7/17/15, approximately 1900 hours, these events occurred:

Finally, during the last leg of my trip, the "check engine light" came on. This caused my Son and me a great deal of anxiety. I currently suffer from "General Anxiety Disorder" so, I was afraid of breaking down in the middle of nowhere with my Son. By that time, I had enough. I called ###-###-#### and talked to "[redacted]" and explained that we were having the WORST experience with Uhaul and that:

1) we had driven in 100 degree weather,

2) that we had to stop every hour on the road to find a convenience store to get some relief from the heat,

3) that we had to drive with the window down, while In route for 11 of the 12 hours, and as a result of that:

a) the left side of my arm and face were burned,

b) my lips were severely chapped

c) my Son and I had suffered from heat exhaustion

d) debris from the road and other vehicles kept flying into our cab, causing us to inhale dust and often times, something would fly into our eyes,

e) my Son and I both suffered from headaches because of the heat, and because the wind coming in through the window at such a high velocity, caused us to have to scream at each other, so that we could hear each other's voice. Also, as a result of the window being all the way down the blowing wind caused the seatbelt to bang around next to my ear for several hours, but we didn't have a choice, it was either that, or roll the window up in 100 degree weather.

Even after I explained to "[redacted]" our situation, she was very unsympathetic. I detected this from her choice of words and her tone. I was still in route at this point, so I asked her to escalate the call to a manager. "[redacted]" put me on hold, came back, and told me that the manager did not want to talk to me. Several times, I explained and insisted to talk to a manager, and several times, "[redacted]" refused to honor my request. I told "[redacted]" that it would be in her manager's best interest to take my call, because, supposedly, she was trained to handle my situation. Again, "[redacted]" refused. At last, I explained that I was going to take this complaint to a corporate level, and that I wanted the name of the manager who refused to address my concerns. "[redacted]" replied that she did not know the name of the manager, who was apparently on-call. I told "[redacted]" in many different ways that we were suffering and exhausted, but "[redacted]" was apathetic to our troubles and frustration, did not appreciate what we were STILL going through, and at one point, threatened to hang up on me, because she was tired of hearing me vent my frustrations. At this point, I was in tears. Defeated and exhausted, I hung up the phone and my Son and I pushed on.

I tried to call back several times, hoping to get someone different, but at that point, we were driving through some mountains, reception was poor, and my calls kept dropping.

I was able to reach another agent who instructed me to call when I arrived at my destination so that someone could come out and take a look at the malfunctioning truck.

I spoke with "Donna" who informed me that no one would be coming out to take a look at the truck. I was disappointed, but I was relieved that "Donna" was a very compassionate and kind agent to talk to.

I returned the truck to the Uhaul in Fremont, CA the next morning. The Manager, Jerry, was friendly, but he explained that $250 was all he could do to compensate us for the 12 hours of suffering that we endured. I REALLY regret using Uhaul, and I really resent that our horrible experience, no matter how terrible, could be made to go away for $250, so that Uhaul can go on with their business...Desired Settlement: The manager at the drop-off location would only refund me $250 of the $755.11. I feel that I deserve the full refund.

Business

Response:

July 31, 2015

Revdex.com # [redacted] U-Haul Ref# [redacted]

Thank you for your concern for our customer [redacted] the President in our [redacted] , CA Regional Office reviewed Ms. [redacted] concerns. He informed us the already refunded amount of $250 is a fair reimbursement for the problems Ms. [redacted] experienced during her rental.

Our customers are very important ro 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