U-Haul International, Inc.

Worst experience ever with customer service. Made online reservation went to location to pick up truck it was not there after 45 minutes on phone with customer care they redirected me too another location 30 plus miles away. Now its 59 cents a mile so that's an extra $35.00 for mileage just to pick up and return the truck. I was also supposed to pick up the truck by 1pm didn't get till 4 so one whole day was wasted. After speaking with customer service they refuse to honor their $50 guarantee that if the vehicle is not where they say if it is not ready excetera. They wanted to open a separate ticket my overall experience was very poor and I will never use you all again I will post on every single social media site my experience as word of mouth.

Review: I have three U-Haul boxes that have been in storage at the [redacted] location since Nov '12 where Jordan K[redacted] is the manager. On 12/23/15 I paid my bill which indicated that the units were paid until 01/16. On 1/17/16 I received a call from an employee named Chris who stated that I owed money on one of the units. I advised Chris of the receipt that indicated all the units were paid through January. On 1/31/16, I sent Mr. K[redacted] a note through the U-Haul website "contact us" portal stat[redacted] that I had spoken to Chris on the 17th, advised Chris that the December receipt indicated that I was paid through January, and that Chris had said he was go[redacted] to take care of it as the website was now indicat[redacted] I was late for December's payment. I also stated that I wanted to make January's payment and keep the account in good standing. I never received a reply from Mr. K[redacted] so on 2/4, I made a payment through my bank for January's rent. On 2/7 I received a message from Chris regard[redacted] the box. I returned the call the same day, but they were closed. On 2/8, I called and Chris was off. On 2/9 I called and spoke to a lady in RI. I explained to her that the receipt indicated the unit in question had been paid. She said she would relay a message to Chris. On 2/11 Mr. K[redacted] called, and threatened that if I did not pay, that the box would be sent to auction. Mr. K[redacted] said that there was an error on their part and refused to honor the receipt. I have been a client in good stand[redacted] pay[redacted] over $7,000.00 in rent since 2012. Mr. K[redacted] demanded payment of $63.70 immediately for 12/15's rent. I had no choice but to pay it as I did not want my possessions to be sent to auction. I am extremely disappointed with the way this situation was handled and believe that the receipt should have been honored. Mr. K[redacted] lacks the professional and customer service skills necessary to be in his position.

Business

Response:

March 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Thomas S[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. Our GM of the U-Haul Center relayed he would never threaten a customer with the loss of their possessions and understands Ms. [redacted] is not happy that she had to pay for the one-month fee but also mentioned he did waive a lien status fee and multiple late fees. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bring[redacted] this matter to our attention and allow[redacted] us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Consumer

Response:

I beg to differ. Jordan K[redacted] DID threaten to send my possessions to auction if I did not pay by the end of the day that I spoke to him. And yes, he did waive a lien status fee and multiple late fees because they never should have been charged in the first place!!

Regards,

Review: I will NEVER do business with this company ever again. They are lairs. I made a reservation for a u-haul truck for February 27 and 3 hours before I had to pick it up, the store at 36 street in Miami calls me to tell me that they have to give me a smaller truck and that they had to change the time to a different time too. Since I had a smaller truck, I ended up having to do an extra trip costing me more since they charge per mile too. I have called the store to get the $50 back since they say if they change something in your reservation you can get $50 and the manager is never there. I have also called several times customer service and they tell me the store manager will call me within a week but never does. Today I was on hold for 40 mins and then they hang up on me. Horrible company.Desired Settlement: I would like to obtain the $50 that they promise if they change your reservation

Business

Response:

March 17, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Raimel G[redacted], our President for our Miami Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Visa account. The refund should post on his next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Review: On Friday, 2/19/2016 at approximately 4:12 PM, I visited the U-Haul company [redacted]5) at [redacted] to rent a 15' Moving van that cost $29.95 for approximately 2-3- hours. An employee by the name of Shadonna M[redacted] typed up the estimated contract. The contract listed that I would drive approximately 40 miles; charging me $0.69/ Mile. After adding up everything, my estimated total charges were $76.91. She walked me through these steps barely speaking at all, she asked me to sign several things. I asked M[redacted] if she would mind I could read what I was going to sign and she replied that it was nothing just agree to bring it back by the morning. I signed electronically as she sat quietly finishing the rest of the contract. The last signature required that I agree the gas was 3/4 full on the moving van. I told her that I haven't even seen it so why would I sign. Again she replied it really doesn't matter as long as it is back by the morning. After signing, she asked if I would pay by Cash or Card and I told her cash. She answered that it would be a $100 deposit (which is NOT stated in the company policy nor the contract). As I got in, I noticed that the gas was on below 3/4 tank full sitting a bit above the 5/8 line. I took a picture and video recorded and preceded on my way. I returned the U-haul at approximately 1923 hours (7:23 PM) and again snapped a picture of the gas level and mileage. I walked in the get a refund and an employee by the name of Joy B[redacted] advised that I actually owed. She told me that I used an ESTIMATED 5.3 gallons of fuel that charged $3.50 a gallon. She also told me that I used EXACTLY 50 miles to go to one side of the city to the other. The miles out were correct (98785.0) but the miles in were not (98835.0). The correct miles in were (98813.4). I was overcharged for the miles and the gas level as the final entry was incorrect. I ended up having to pay $2.77 more totaling out to be $102.77. I can provided evidence.Desired Settlement: I would like my bill adjusted as I would no longer contract with that company nor any other U-Haul company. I feel as if I were robbed. The company should also print and give patrons a chance to review the contract before signing. Also, the company should provide evidence of the ESTIMATED fuel capacity level and the mileage before providing a final contract. There should also be signs regarding that there is a payment policy that is CLEAR AND VISIBLE to prevent from any legal actions .

Business

Response:

March 1, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Mr. [redacted], I have attempted to contact you by phone. Please call me at [redacted] to discuss your letter to Revdex.com. Carolyn J[redacted] Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: We received the worst customer service we have ever experienced from the General Manager [redacted]. Every single thing that came up [redacted] would get angrier at calling other employees "all is", slamming things around and even threw a pen! Then she went to charge us for the first month rent which should have been free since we rented a one way truck. [redacted] angrily told us how we shouldn't have done things in the order we did if we wanted to do that. But she was the person we talked to on the phone before doing this...so it didn't make any sense. [redacted] said she COULD change the reservation so that we got the first month free but made it clear she didn't want to. By then, I had about all I could take of her being so nasty and hateful andI spoke for the first time and said calmly but firmly "We don't deal with this on a regular basis like you do. "You guys are the ones that are supposed to know and tell us how to do them. You are also dealing with people who are exhausted from moving heavy stuff in this heat all day. If it wasn't done right then just fix it." At that point she totally lost it "well if you wanna be copping an attitude with me then you are free to go rent somewhere else!" (Obviously we're not, we have a U-Haul truck there full of stuff and have already paid for the truck to get the first month free) I asked her what her name and she replied "It's [redacted] and if you wanna report me ahead but you need to report yourself too!" There is no way we would have used their storage there if we hadn't already paid and had a full U-Haul truck there at 4:00PM on a Sunday! She was yelling at me and so hateful I had to step outside. She was so angry and hateful that I made a video of the condition of outside our storage unit, condition we left the truck, where we left the truck and of my husband returning the keys. [redacted] was acting crazy enough I though she might try to say something crazy. There was also trash outside our unit I made sure to pick up so we didn't get blamed for that.

Product_Or_Service: Truck and Storage Rental

Order_Number: Order [redacted]

Account_Number: Contract [redacted]Desired Settlement: DesiredSettlementID: Contact by the Business

I was going to select to be refunded, but that doesn't begin to make up for it since my husband and I would have to move everything out of the fully packed storage unit and into a truck then into another storage unit. If U-Haul really cared to make this right they would either fire [redacted] or offer to refund us as well as pay movers to move us somewhere else. My husband and I are worried about having to deal with her in the future, but do not feel we sho

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mr. and Mrs. [redacted] offering her apology for the inconvenience they experienced and requested a return call. As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a VIP Certificate to cover their next months rent on their storage unit. She hopes to hear from them soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Our reservation was created incorrectly 2x via phone on June 22nd, 2015. Pick up location was set for the Bronx when I had provided them with the Bellerose location address. When I called to correct the pick up location, I was then told could we could not store UBOXES in our driveway (as previously told yes, which is why we even agreed to make the reservation). Instead, they are to be stored at a UHAUL facility and then we would pick them up on trailers and bring to our new home. On Tuesday 6/24, I called the Bellerose location and spoke to [redacted], the general manager, to ask if we could come in on Wed, 6/25, for one of the boxes. We would then pick up the other two boxes on Sunday, 6/28, as previously arranged. Went to pick up U box #1 on Wed 6/24 and it took approx 90 minutes for the manager to process the early pick up of box #1. This was very frustrating. The general manager, [redacted], was attempting to fix the situation by calling UBOX for proper direction on how to process the first box pick up (opening current reservation vs. opening new ticket) and sought guidance via telephone from UBOX customer service via phone and then again with the traffic division of UHAUL. Several unanswered phone calls, long time delay, finally some phone support. Then they couldnt issue the UBOX they had. It was still registered to another customer when [redacted] was repeatedly telling customer service they had it at the location and confirmed it was empty. He even called the previous customer (who dropped it off approx 1 mo ago from what I overheard in the phone conversation) to confirm they had returned it!!!When all was said and done, I started crying, almost left without the UBOX. But then he just issued it to me, wrote down my credit card info, and was to process the documentation for when I arrived to return the UBOX for storage. Upon return, still no paperwork. I was told we would get it on 6/28 when we picked up the other boxes. I have no papers showing they have my belongings. took phone photo!Desired Settlement: I want a full refund for all services (including the truck). Also, I want financial compensation for the moving team I have to hire in 1-2 weeks to do another move.

Business

Response:

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] on July 2nd and discussed her concerns and then most recently left a message requesting a call back. A refund for the $50 Reservation Guarantee Fee has been issued to Ms. [redacted] along with a refund for the truck rental as an adjustment. As we value Ms. [redacted] as a customer, Ms. [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.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On either July 1 or July 2 (forgive me as I cannot recall which date), I received a call from [redacted] at ###-###-#### to discuss the events.She reports I was being issued a credit of $50. I told her this was reported to Revdex.com and that I do not want to be responsible for any money surrounding these events. She asked me to hold on phone. She came back to line and said she would call back “in a little while”. No call received until 7/6 afternoon. SEVERAL DAYS LATER.7/7 at 1:40p, I called [redacted] back. I addressed her lack of return phone call 7/1 or 7/2. She reports there was a $50 credit issued – to be used for FUTURE reservation, not applied to any of my current reservations. I informed her I would not be using UHAUL in the future and that $50 credit is meaningless.She reports they reimbursed us for the truck rental and we would see that refund on credit card in 5-7 days. She emailed me a copy of receipt.We reviewed current terms of storage. As per [redacted], our storage units are free until 7/28 afterwhich the 3x8 unit will be charged $99.95/month and the double unit “4304-06” will be charged $219.95/month. The storage box that they have (which was filled on 6/24) is already paid for through 7/31 and then $159.95 will be charged.She was made aware that since we have to hire movers to move our stuff, we don’t know when they are available and again, we do not want to pay any money for the additional storage time. None of these processes were a result of our lack of preparedness in holding up our end of the business agreement.I told her I would be in touch prior to the 28th of July.This issue will not resolved until our belongings are out of UHAUL storage. We are anticipating a $1500 expense to hire movers to empty the storage units and bring the belongings to our new home in the next few weeks.This $1500 expense is a direct result of the lack of availability of the UBOXES on 6/28 when we were planning on storing and then transporting them ourselves to our new home.We do not have a truck nor manpower available to empty the storage units AND transport to the new home and then unload them.

Regards,

Review: U Haul Canada

I am writing this letter to bring to your attention of a situation that occurred Sunday November 30, 2014 at 10am.

I booked a U Haul Trailer Rental through [redacted] and the contract number is [redacted].

Notwithstanding the grief I had when I confirmed my order, the treatment given picking up the trail only exacerbated the overall negative experience in dealing with U HAUL.

When I tried to confirm my order on [redacted] earlier this week, I could not find the order as it was booked under [redacted], not [redacted]. The email address I gave was [redacted], UHAUL had [redacted] (as I recall, I did not make note of the error as I did not believe it would come to this letter). In order to have the information corrected so I could view my order, I had to call [redacted] U Haul. I spoke to a Customer Service Representative and she had to transfer me to a section of U HAUL that could correct the information as she could not. I had to call back several times as each time I was transferred, your voice system timed out and I was put back to choose option `1,2 or 3`` . Finally I was able to speak to someone who corrected the information.

I was then able to view my order. Due to the incorrect information, I never did receive a confirmation of my order in my email. At 5pm today received an email wanting me to evaluate my experience with U HAUL. This I will follow up with in addition to this letter.

I called U HAUL ([redacted], On [redacted]) to confirm my order for pickup Sunday Nov 30, 2014 at 10am. Was told by them all was OK and ready to go.

I told U HAUL ([redacted]) on several occasions that I was paying by debit ([redacted]). I was told no problem and was also told that the $60.00 deposit would be waved as my debit card had a [redacted] logo on it. I explained that this card was not a credit card, only a debit card. U HAUL explained to me that because of the card the deposit was waved and there would be no problem. The [redacted] logo was an assurance by TD Canada to cover the deposit. So I gave them the card number and the expiry date. I will be calling my bank to verify and follow up with U HAUL as to TD`s response to U Hauls explanation of [redacted]`s card usages and obligations.

Upon arriving at U HAUL [redacted], On [redacted] at 10am is when everything fell apart. I was the first customer on site, and was told they did not accept debit. I had them ([redacted] the U HAUL attending employee) call U HAUL for me, he handed me the phone and I asked why the fowl up. In short I was told I could go to another U HAUL that did accept debit, and had to pay the deposit, and U Haul stated the alternate dealer did not have the trailer I required. Upset I challenged the person on the phone and was treated extremely rudely. There was nothing they would do for me. This conversation occurred in front of [redacted] (the attending U HAUL employee) and about six customers that had now arrived for their pickups. I was given the run around over the phone and was disconnected (hung up on). Called back and again explained my situation and was hung was given the same pat explanation and was hung up on again.

[redacted] (U Haul attendee) then called on my behalf and he was hung up on 2 times. Now not only am I upset, [redacted] as a U HAUL dealer is now very upset. [redacted] tried to get through to a manager and was hung up on again. Meanwhile [redacted] is trying to attend to other customers (as they kept coming). Note he was all by himself. Your customers are over hearing the entire situation.

I tried to explain the people at [redacted] U HAUL that I was told the card would be OK, that it had a [redacted] logo on it but was not a credit card. I was given an appalling response that no such card existed. Again, was hung up on.

A customer standing beside me pulled out his TD Card and stated isn't that oDesired Settlement: It may seem trite to U haul as to the monies involved, but when on Social Assistance it is not trite. Social Assistance had to give me the monies for this and will want a full account of my expenditures.

I neither feel compensation requested is not in any way exorbitant or out of line.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello there Mr. [redacted], We have received your complaint letter regarding your recent rental experience (contract [redacted]). I greatly apologize for the troubles you have experienced, I see here you had spoke with quite a few people, and we are working to make sure each of these calls in which a problem occurred is addressed appropriately so we can try to make sure these mistakes don't happen again. While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself. We would like to issue you the 50.00 guarantee, which is our promise to you for not receiving your contracted equipment on time due to mistakes on U-Haul's behalf. I would also like to issue you a gift certificate in the amount of 50.00, which can be used for any future rentals or purchases. We definitely do not like to hear your rental went sour, but we do want you to know that we appreciate you as a customer! Please feel free to respond with an up-to-date address so we can make sure you get the check (Contract shows [redacted], but I did not want to send it to the wrong address on accident). Thank you! [redacted] U-Haul Moving and Storage [redacted] (Option 3 for Customer Service)Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this 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.U-Haul states: While most facilities do accept debit, unfortunately we were not aware that yours did not, and for this I greatly apologize. It is definitely true that we should have this information readily available, but unfortunately we do not. I hope with your complaint soon we can move forward with improving our program to make it easier for our consumers such as yourself.As stated in my original complaint: Let me state emphatically [redacted] was very nice, helpful and accommodating. He stated his frustration as this is not the first time this type of situation has occurred with bookings through [redacted] U Haul. In fact it occurs on such a regular basis that he has informed his district manager several times of this problem and nothing has been done to rectify the problem.I feel their statement is an empty promise to correct it in the future as they have been informed by U-Haul in [redacted] where I had the order booked. And they now admit that they should have had the information as to the acceptance of debit readily available, but did not. Therefore goes back to my original request. Compensation for the $100.00 I am out as a result of the 2 hours delay (extra gas, travel time, paying Mr. [redacted] extra for his time) due to that. This I want as a cheque payable to me, not a redeemable certificate. If I had been informed when booking this entire situation would not have occurred.Statement in an email to me Dec 2, 2014from [redacted] (U-Haul District Manager [redacted]):There no other solution but maybe a certificate but would complicate the rental process more then ever.The fact that you may or not be on social assistance is none of our affairs and has no bearing on customer service .this is a matter that will be dealt with internal and hopeful corrected to prevent future mishap. A certificate has no face cash value but can be used towards UHaul rental,preferably at a corporate store but can be use at independent out Eats in some cases.I feel a customer's situation should be of their concern in order to satisfy that customer. And the statement that the certificate has no cash value and can be used at some independent out eats is insulting. The hundred dollars I am out would be 2 weeks of groceries on my budget, not a feel meal at some independent out eats in some cases. As well it is presumptuous to assume my dietary requirements include an out eats place. I still have to pay even more to move my stuff to the final location as a result of the delay I incurred as to their misinformation. See bullet 1.The amount of my time spent, run around from many U-Haul representatives and frustration incurred in order to get attention to this matter is disappointing. It demonstrates U-Haul has no business acumen whatsoever nor concern other customers having to wait due to their misinformation. And goes again to customer service and I refer to my original compliant:In fact one lady who had to wait met me outside as I took a much needed break before going back in the office to continue with the situation, stated to me they should be giving me that trailer for free. She also stated she will think twice about using U HAUL again and would never book through [redacted] U Haul. So your other customers are also not impressedI state again I want money for my rental returned to me as a cheque payable to me. $100.00 for the extra monies spent and a free weekend rental, which I will take as a certificate.[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Representative, reviewed the recent information Mr. [redacted] relayed to your office. Please be assured we have already forwarded the concerns from Mr. [redacted] to our Regional Office responsible for the U-Haul location involved to prevent the situation from happening again. As U-Haul is a do-it-yourself moving company, we cannot be responsible for a personal schedule. After another careful review, we feel a fair resolution has been offered. Mr. [redacted] has issued the refund for the $50 a[redacted] with the $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. [redacted] was sent the Certificate by email and he 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: I have been trying to get this issue resolved since December 1, 2015. I contacted U-Haul on November 30, 2015 to have them stop my automatic withdrawal due to insufficient funds in my bank account and the call center adject informed me that he had completed my transaction and I would not have the payment sent to my bank. I received an email that my bank account had been charged and the paent went through on December 1. Later I received an overdraft fee of $37.00. I contacted U-Haul and the call center adject said they would be unable to do anything on their end so they sent a message to the store manager to give me a call. The manager didn't return the message. I then went into the Middletown store spoke with the manager Jacob and he said there was nothing he could do I would have to talk to Richard C[redacted]. I then called the Uhaul number again. The call center said they would give Rich the message. Richard did return my call. I explained the situation and he inform me that I need to send him proof of my overdraft and he would then refund me the $37. I sent him the bank statement via email. Richard assured me he had taken care of the situation but the return would take 7-10 business days. The refund supposedly was completed on December 3, 2015 it is now December 22, 2015 and the refund still has not processed. I again contacted Uhaul the call center said they would send the manager a message and I have still not received a return call from Richard. I then went to the Middletown location on Sunday December 20, 2015. I explained the situation. Jessie the regular employee said well for the inconvenience why don't we just give you a free month and just call it even. Well imstead of doing that he ended up reversing the charge and it made it look like I hadn't paid which it then tacked on a $15 late fee. Monday I went bank to the Middletown location explained the situation and Jacob the manager said he wasn't going to fix it.Desired Settlement: I just want what I was promised which was a refund of the $37 and my free month. As of now Jacob did fix the mistake that Jessie made but it took away my free month and I still haven't received the $37. I also felt intimidated when one employee pulled out a stun gun and turned it on making a loud noise then Jacob says what do you think I have it for? It made me feel very uncomfortable and unsafe.

Business

Response:

December 30, 2015Revdex.com ID#: 11008091U-Haul Ref#: 982882Thank you for your concern for our customer Ms. J[redacted]Jacob Gross, our GM for our U-Haul Moving and Storage of Middletown, followed up on the information Ms. Johnson provided. He informed our office the refund was issued back to her credit card and would post on her next credit card statement. He also assured our office he gave Ms. Johnson a free month of storage.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria Pa[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: I reserved a U-Haul truck online using the uhaul.com website. On page one online for reserving a truck, I had to enter the date and my zip code and then select the "Get Rates" tab. On Page two online, I had to select the type of truck I wanted to rent, in my case a 10' truck and select "Continue." On page three online, I have to select from various locations that have a 10' truck. On the top of this page, it states "Your reservation is guaranteed or we'll give you $50 learn more. I clicked on the learn more tab and it states: "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 then selected 24 hours in the "Time needed" box, checked the morning tab and entered my pick-up time as 7:00am and selected location 1 as it is only 3 miles from my house. I then got the message:

"Reserve now to lock in your $19.95 plus $0.99/mile 10' truck rate.

Pick up at [redacted] on 6/13/2015 at 7:00 AM for 24 hours.

When I went to pick-up the truck, I was told at [redacted] that they did not have a truck for me and that I had to go to Pak-mail to get a 10' truck.

When I called U-haul about their $50 guarantee, I was told that they send me an email stating the [redacted] was only the preferred pick-up location. This is not what their website states when making a reservation. This seems to be fraudulent on U-hauls part. I feel U-haul should issue me the $50.00 as stated on their website as I was reserving the truck. I do have screen shots from my computer while I was reserving this truck showing everything I listed above.Desired Settlement: U-haul issue's me the $50 as outlined on their website.

Business

Response:

June 24, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our SE Wisconsin Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

[redacted] I sincerely apologize for any confusion there is regarding the reservation process. When you see the following statement: "Your reservation is guaranteed or we will give you $50 Learn more" It is an informative script and link letting you know we have a Reservation Guarantee. That guarantee takes effect once you have a confirmed truck and location. The very first email you received after placing you order stated "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment." Your reservation was then scheduled and confirmed at the Bluemound Rd location because that's who had the truck you wanted on the day requested. Subsequent emails and a phone message confirmed that location and where the Reservation Guarantee now is in effect. We guaranteed you a truck at the Bluemound Rd location on the day you requested. If you do not get the truck you requested at the location we confirm with you on the day it is scheduled, you are entitled to the reservation guarantee. If you were contacted by the West Ave location and told you had a truck reserved there or an email stating that, then that is a different matter. Our online process allows you to choose a preferred location, and then depending on availability you will receive email confirmation on the location with your equipment. I will, however, request that the Reservation Guarantee be paid to you this time. We will credit the card on file we have and you should see that within 5 to 7 business days. Sincerely, [redacted] AFM 750001 750 MCO / District 16 U-Haul of SE Wisconsin ###-###-####

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 rented 3 uboxes for our move with a guaranteed delivery date of June 10 and still have not been able to get our stuff. We have made several phone calls over the last few days to both individual locations and what we were told was a phone #f for the regional office and have yet to get an answer as to when we will be able to pick up our things. We keep getting transferred to another person who is still unable to give us any kind of an answer. We tried to reach a Jason at ###-###-#### but mince he has not been available to take our calls we were put through to a [redacted] who promised to call back by the end of the day and not surprisingly we received no call. We would really like a response as to when we can get our things as well as a refund per their guaranteeDesired Settlement: Delivery of items and refund as stated of $50 per day as per their guarantee( currently 6 days)

Business

Response:

June 17, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of the location where her U-Boxes are stored and scheduled an unload at the site. She also offered an amicable restitution for the late arrival.

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: Was charged $850 for 4 days but only needed two days

Called [redacted] asked for refund because I was going to return it in two days instead of four they stated I could not get one eventhough I have just had a friend return theirs and get a refund I returned it on the 25 and it was due on the 27thDesired Settlement: I think that I should be entitled to at lest half what I paid

Business

Response:

May 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that our one-way fee is a flat fee from Point A to Point B. A set amount of days and miles are included in that one way fee. We do not charge a daily fee multiplied by the number of days for a one-way move. The days and miles allowed is generous to allow for loading and unloading as well as unexpected detours along the way. Only on an in-town move do we charge a fee per rental period but it also includes the inconvenience of having to return the U-Haul equipment back to the same location it was rented from. [redacted], our President for our [redacted] Regional Office, sent Ms. [redacted] an email advising of the above information and explained a refund was not warranted.

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

Sincerely,

Executive Assistant

U-Haul International

I reserved a U-Haul from a local business in the town of Huntington, IN. Southside Marathon 602 S Jefferson St. (I do have my cr if you need it) I ordered for Saturday 03/12 with pickup being @ 9:30am. The truck was reserved with my credit card for a 10 hour time frame. I also paid for insurance.

The morning of my rental aggrement I received a call stating that the previous renters had not returned the truck from the night before so I would be unable to obtain the truck at my scheduled time of 9:30am. It was 11:30am before I was able to pick up the truck with HUGELY inconvenienced me and those helping me move. We started 2 hours late, not to mention those helping me came from out of town.

We had everything moved well under the 10 hour time frame (6 hours to be exact) and returned the truck as required from the contract.

This morning I called Southside Marathon to see what compensation would be coming to me. They were very rude, "Did that 2 hours really matter?", "Well you got everything moved in 6 hours anyways!" All irrelevant to the fact that my contract was not honored and I feel I should be compensated for that from either Southside Marathon or U-Haul. They have chosen to deduct $5 off of my bill still leaving a charge of $65. I feel that I was treated very unfairly

Review: In july, I had put in an order for two uboxes. On the 10th, they came and filled the boxes, most of the wat, and returned them to storage.

I was told they would stay in storage until I called to have them shipped. This gave me time to finish filling my boxes at my convenience.

I got an email the next day saying my boxes had shipped!

I called customer service and got transfered. Repeatedly. I went in to the location and was told there was nothing anyone could do!

After delaying my move, I finally got them to order me a 3rd ubox. They say it will be refunded upon completion on payment.

I've been trying to get that in writing and again, no one can or will help me! I've been in contact with [redacted] of spokane, wa. And it seems she has washed her hands of me as I cannot get her to return my calls.

It's a month later and I have had no results and no assistance. I still do not have my belongings and j cannot get my situation resloved.

Their customer service is an absolute joke!Desired Settlement: I've been promised that my 3rd box will be refunded after I pay. I have been trying to get this in writing as I no longer trust this buisness.

I would also like to be refunded for my entire transa ct ion I n coding the original two boxes that they shipped prematurely.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted], our President for our [redacted] Office located in Spokane Valley, followed up on the information Ms. [redacted] provided. He informed our office a written response was sent to Ms. [redacted] advising her we have agreed to reimburse her for the shipping cost of the third box. Payment will need to be received on the third box before it can be shipped and in return the shipping fees will be refunded back to Ms. [redacted].

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

Sincerely,

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.

While yes, the company reimbursed me for the third box, I do not feel that this makes up for the delays and stress this company has put me through during my move.

The company never offered to help resolve my issue. I was simply told there was nothing they could do as mu boxes had been shipped.

I had to spend hours of my time and using my limited minutes, in order to get them to agree to giving me a 3rd box.

I also asked when speaking with a representative what I would be Compensated and was told the entire cost of the transaction. Which I was told was $2500.

I had asked the company to mail me. All of my transcripts but the ones that included me asking this question were not included.

This company has been above and beyond unprofessional and I am extremely dissatisfied with their service.

Regards,

Review: I was supposed to pick up a 17 ft. truck at 1:00 pm and the truck wasn't there. I had to come back at 2:30 pm for them to give me a 15 ft. truck.

On 8/1/15, U-Haul Contract [redacted], I was supposed to pick up a 17 ft. truck at 1:00 pm and the truck I reserved wasn't there and they told me to come back at 2:30 pm. They ended up giving me a 15 ft truck. I tried to talk to them about the $50 reservation guarantee but I never heard from them.Desired Settlement: I want that $50 guarantee that they advertised.

Business

Response:

[redacted]Senior Agent, Customer ServiceU-Haul InternationalAugust 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted] our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mr. [redacted] provided. She informed our office when the rental was generated for the 15-foot truck, he accepted a $10 discount on the truck as well as a reduced mileage rate from $1.09 a mile to $.89 a mile. He also received furniture pads and a dolly at no charge. This resulted in a discount of $30 off the rental. Mr. [redacted] used the equipment as contracted and completed his move. Ms. [redacted] went on to say he was compensated for the inconvenience he experienced with the discount provided.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: My bill is wrong. Contacted you via [redacted] since the local store manager was not professional enough to return my phone calls. Your social media department rocks and FINALLY got the manager to call me back but he was condescending and antagonistic so nothing was resolved. He was rude, spoke over me, refused to listen and raised his voice. Not cool, U-haul. I reached back via [redacted] to attempt to speak w someone else to at least be treated like a person and NO ONE would call me to rectify/explain the bill. The social media department understood me perfectly. Wanna know why? Because they actually LISTENED TO ME. Maybe I don't understand the bill fully, but for some reason no one can call me to explain that to me and that was over 4 months ago. Since no one can pick up the phone that leaves me to believe I'm not in the wrong. I'm in real estate and tell EVERYONE about my experience. I'm moving some things across the country soon. Guess what Company I won't be using or promoting EVER again? You guessed it! Congratulations!

It cracks me up because I pushed back so much that this went to the Marketing Company President. HE couldn't even call me to listen. Thanks for caring guys! The only salvageable part of your company is the social media department. Those people in that department know how to listen and give customer service.Desired Settlement: I am no longer expecting this to be resolved. Uhaul has a lot of improvements to make. I'm betting that I'm not even CLOSE to being the only person treated like this. I don't care how big the company is or how convenient they might be to ever use again. I'm resourceful....I'll find other ways to get my things done.

Business

Response:

August 4, 2015

Review: I am presently dealing with what could possibly be the worst customer fiasco in my entire life. I was given a price quote to move on Wednesday and it went up 1000 dollars after my furniture had been moved into a U-box in St. Catherine's on Saturday.

I am moving from Niagara Falls, Ont. to Calgary Ab. and after some research had decided to go with U-hauls U -box option. I entered the u-haul location at [redacted]. on Wednesday afternoon to inquire about one U-box because that was all I could afford with my budget. I was quoted $1677.00 to move one, but while looking into this a second employee noticed I could get another U-box for only $90 dollars more. I was delighted that I could bring more than I originally thought for only $90 dollars more and jumped at the option. I handed over my visa and drivers licence and reserved the two boxes. When I asked for printed confirmation, I was given a paper that only had one U-box confirmed on it. I questioned this and was told by the employees, don't worry about that I will fix it later,and I will have your 2 U-boxes delivered here tomorrow so you can start packing them. I proceeded to write down people's names and the quote so if something happened I had names, the employees started to laugh saying Uh Oh he is taking names...I said you bet I don't want any screw ups. I called the store back the next day to inquire if my boxes were there, and they were. I told them I was going to rent a U-haul truck and move everything into them on Saturday. I came back Saturday morning rented a truck and packed all my belongings into the 2 U-boxes. I put a lock on each box and was ready to go home and I decided to ask about what insurance I had one the 2 boxes. A different employee was working that evening and could not find my information in their data system, so he said he would have to start everything fresh, and proceeded to tell me it would cost $2677.00...1000 more than my original quote. I obviously responded saying that it was wrong and told him the names of who had done the original quote. One of the original employee who did the original quote shows up and says yes that is what the computer said on Wednesday. The original employee again reassured me that that was the quote and don't worry I will fix this by tomorrow as I had already stood there for an hour trying to straighten this out. I proceed home and started calling U -haul complaints lines, totalling many hours, and was basically told nothing could be done because all the big managers were off or out of town on vacation. I told the last representative that I was on a timeline and was leaving on Sunday and needed this to be done today, she patched me through to a managers cell phone and I left a message voicing my concerns. I was called back by district manager ([redacted]) on Sunday and told that because I had no written confirmation of my original quote he could not do anything for me...even after I told him that his employees told me to do it this way. I did get upset and raised my voice saying this is not right, because I originally wanted only one U-box and would have had a garage sale to get rid of more stuff and went on my way. I was scolded and yelled at by the manager and told that if I didn't listen to him he was going to hang up on me. the conversation ended with me saying to him, I will give you a chance to straighten this out, but if I am not happy I will be speaking to your superior. I was extremely upset and felt belittled about my concerns at this point and called the complaint line again. I told the representative that I wanted to speak to someone higher than the district manager([redacted]), and file another complaint over this situation. All my information was noted and concerns, but again was told nothing could be done till Monday, a day later than my scheduled day of departure.

U-Haul Moving & Storage at Welland Ave

[redacted]Desired Settlement: I have spoken to the president ( [redacted]) of the local U - haul company and was told sorry....it was our fault we mis-quoted the price and that we will not honour that price...it's still going to be $2600... I am not getting any results from this company for their obvious mistake. I am behind schedule for leaving and would like my original quote honored and compensation for terrible inconvenience. As it stands John is going to call me back today and get a little lower of a quote, I am behind

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of Hamilton, ON, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a reduced rate for both boxes.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 had taken the offer from because I had no time to stay in Niagara and fight with Uhaul...after their admitted mistake I never got any compensation or my original offer from Uhaul. They made the mistake and I had to share costs with them for their admitted mistake.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of Hamilton, ON, reviewed the information Mr. [redacted] provided. He informed our office he offered to provide help unloading the 2nd box and reloading the first box and mentioned he found no reservation showing $90. Mr. [redacted] only paid $400 for the extra box instead of $1000, plus he was given a VIP Certificate. After another review of the situation, Mr. [redacted] relayed he felt a fair decision was made for Mr. [redacted].We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

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.At the point Mr. [redacted] offered to unload my 2nd U-box and load it into ONE U-box it was 2 days past my time of departure and I had way too much stuff to put into one U-box. I would have had to have a garage/kijiji/[redacted] sale to get rid of the extra stuff that would not fit into one U-box. I was out of time and over a barrel and I am sure Mr. [redacted] was aware of this, I had as I said before no choice but to take his offer because I had to be in Calgary. This problem which was again caused by the U-haul / U-box department cost me time and money. None of which I was compensated. The $90 VIP voucher was offered for the vehicle I rented from U-haul to load the 2 U-boxes. Incidentally this was offered by another department of U-haul that deals with Truck rentals not U-boxes (Mr. [redacted] was unaware of this until I paid for his final offer the day I left Niagara Falls), and I used that voucher toward my U-box fiasco. He stated to me in one of our many phone conversations " If a company makes an offer that is a mistake they do not have to honor it, they will lose money!" I beg to differ Mr. [redacted] and that is why I am not accepting your last email to settle this dispute...If a company makes an offer and customer accepts, they should honor that offer, not rescind it after the realization it was their mistake and money will be lost. I lost time which I will never get back, was scolded and humiliated from one of Mr. [redacted]'s employee's who never apologized , and lost money by sharing the costs with Mr. [redacted] over his admitted mistake! Again I believe that I should have got compensation for my time and humiliation, and been given my original offer at point of sale. Sharing the costs with Mr. [redacted] for his departments mistake is not compensation. If in a car accident between two people and one person is at fault for that accident, they both don't share the costs for that accident. Regards,[redacted]

Review: I rented a UHAUL truck on the morning of 6/12/13. There was no problem with the service of the truck or the customer service I recieved before, during and after the truck was returned. My concern came after.

Two weeks after I returned your truck, I recieved a text message from an unknown number ([redacted]) on June 23,2012. The UHAUL in Elsmere, KY closed that sunday evening at 5 pm, however, I received the message at 7:35pm. The message itself was not invasive, it said "did you get your things moved?". I replied to unknown number "what?" and at 8pm the response was "just following up from uhaul." Imagine my concern that I would receive a txt msg. from an unknown person regarding my rental. Not only was I contacted via a cellphone but also after your store hours. I was concerned for my safety as I do not live too far away from the location and I have very small children.

My husband was very conerned and called UHAUL and told them the story. The lady on the phone said "maybe your wife gave him her number" she did not say how she can help up or even offer to contact the manager. My husband then decided to call corporate and they sent an email to the location. After contacting your Corporate, the location's manager called my phone apologying for the problem. I asked him if it was their practice to followup with their rental clients and he said, Yes. I am concerned the employee would contact my personal cell phone and after business hours. I found that an invasion my privacy. The manager went on to tell me that the employee name was [redacted] and he worked there part-time. I do not remember who all I talked to on the day I picked up the UHAUL. The manager said that he explained to his employee that its not ok to text from a personal phone after work hours. I am not happy due to the fact any employee had my personal information, does he have my address, will he drive by or try to contact my again. I have a real security concern with this issue. My Big question is if its policy to contact a customer, thats fine but I was told that if I recieved a text message it would be corporate generated, this was not.Desired Settlement: I need action to be done to feel safe, I am very worried this individual has other motives.. please help me.

Please take this matter seriously and contact me with appropriate action.

Business

Response:

Mr. [redacted], our Executive Assistant for the U-Haul Company of SW Ohio, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed their concerns. He offered his apology and explained his Company President addressed the issue with our GM and the staff of our U-Haul Center involved on proper company procedures and to prevent the situation from happening again. Mr. [redacted] asked Mr. [redacted] to contact him if anything else arose on the issue.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 called a week ago to get a hitch installed on my 2005 dodge Dakota. the woman scheduled me at 845 am march 3rd at my request.when I arrived the person who I later found to be the manager informed me he was the only one there. he was constantly going back to the counter to check on customers.meanwhile about 10 am another person from u haul shows up and apparently starts working on truck. they apparently are working on it together again. well about 1040 I ask him whats going on , and he tells me the other person broke a bolt, and that he is finishing up putting new bolt in and torqueing them down.About 1115 I ask again and inform the manager I need truck back to go to work and what is going on with my truck. H e pretty much ignored me and tells me they are bringing truck out. At 10 min to 12 approximately, I knock on door the truck is still on ramp and not finished. The left side of hitch is missing a bolt and the bolt they put in was cocked to the side with the washer askew. I realized later when I looked under at work that they had put my old bolts back on that they said were so rusted and had trouble getting off. I asked at the start if they put hardened bolts on , he said yes. any competent person could have instlled this hitch in less than an hour maybe 1.5 hours. Instead they left me with a half done hitch, and proceed to tell me to come back when I have time to finish. I called the regional president and pretty much got nowhere but excuses about rust, older truck, and the one hour the lady quoted was for new vehicles which this guy told me is what they mostly work on. bottom line my truck was there for three hours and still not done.Desired Settlement: I want this company to send me to another location, I will never go back to the jolly road store. I want half of what I paid refunded to cover my lost wages at work to initially get installed , and for the return trip to get repaired. I want them to put in new bolts with lockwashers.(seems this should have been done already)after telling me mine were rusty(blatant safety issue) and to give me back the right ball they took off my bumper instead of just handing me one with no nut or washer on it.

Business

Response:

March 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Frank Smith, our Executive Assistant for our Western Michigan Regional Office, followed up on the information Mr. [redacted] provided. He informed our office both him and our President for our Western Michigan Regional Office spoke to Mr. [redacted] regarding his concerns and offered him an apology and 20% off the installation as an adjustment. Our GM of our U-Haul Center mentioned time ran over on the installation because of the rusted bolts on Mr. [redacted]’s vehicle. Mr. [redacted] left our Center before we could replace the bolts. We gave Mr. [redacted] an option to go to another U-Haul location because he didn’t want to go back to the Jolly and Cedar store, however, Mr. [redacted] declined. Mr. Smith also told Mr. [redacted] he would have a CSR from another location call him and set up a time to have the installation completed. Mr. [redacted] relayed he wanted a full refund. Mr. Smith is still offering a 20% discount if Mr. [redacted] would like to return to the Jolly and Cedar location and have the installation completed or he can have the hitch completely removed for 100% 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

Consumer

Response:

It is true that this person named Frank offered an apology and 20%, but as I told him and the western region president that is no good. What this location did is tell me they they had trouble taking off rusty bolts from my vehicle, yet they put three of those rusty bolts back on the truck with the other one missing. Now if they cannot take four bolts off , and put four bolts on in three hours something is wrong. They told me at the call center an hour , maybe 1.5 hours. I asked that stores general manager first thing when I arrived at 830 if they put new hardened bolts in on the installation, he said yes, I will take a lie -detector if needed. I have no problem with the hitch itself , I do not want it removed and then I will lose even more time trying to get a new one on. If a representative of the Revdex.com wants to take a look on how they put the rusty bolts back on this installation I would gladly show them. I left their facility because it was 1205 and I was past due getting to work, this was after repeated questions to the general manager who assured me new bolts were in and they were just tightening down the bolts . again I will take lie detector on all statements or questions I asked them. As I said before I stand firm on what I believe is a fair resolution to the anguish and loss of wages, they have caused me. They did not install this hitch in a safe or timely fashion and they should be held accountable.

Business

Response:

March 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Frank Smith, our Executive Assistant for our Western Michigan Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office they stand by their original decision. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I was looking to purchase a new car but recently put a hitch on my existing one, so I did not want to just get rid of the car with a newer hitch. So as I began my search for new cars I called Uhaul to confirm that the hitch I purchased for my 2008 VW Passat would work on a 2014 Audi A6 (since they are similar frames). The store direct-line re directed me to their call center and I spoke with a representative at that call center. He proceeded to tell me that this hitch would in fact work with the Audi and that I should have no problem putting my VW hitch on the new car. From there I went to the dealer and purchased the A6, I had to negotiate with the dealer to take this hitch off and ultimately pay for them to remove it. I then called back Uhaul to schedule someone to put this hitch on and I spoke to another representative that had told me different that the hitch would not fit and they were separate models. At that time I had asked if they would be able to swap them out etc, the representative alluded that this could be done but I would have to physically go into the store. From there I went into the store in [redacted] and spoke to one of the technicians and he explained that he could do nothing about it but I should reach out to his boss and he could take care of it. He gave me his Boss personal cell phone and I called him the next day. The manager was distraught I called him on his personal line and I explained the whole situation to him and he said that he would not be able to help unless he heard those conversations that were had. I then explained to him that they were recorded etc. he proceeded to tell me that he would not know how to get those but would look into it. Another week went by and I heard nothing so I decided to call the corporate office only to be ran around some more and finally got in contact with someone who requested the call dates and times which I provided him and then he stopped responding altogether. Now I am stuck with a hitch that I can not use and no one is responding

Product_Or_Service: Hitch

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

I would like someone to be able to exchange my hitch for the correct model seeing the first representative informed me that it was the same model even though it was not. I had to go through the trouble of getting my old hitch off the vehicle and had to waste countless hours trying to rectify this situation. In addition, I would also like the new hitch to be installed on my Audi free of charge seeing the headache and heartache I have had to endure. I have always bee

Business

Response:

July 23, 2015

Review: My husband and I have had the same billing issue with U-Haul twice where payments we made by phone have not been credited to our account. The first one was when we had U-boxes and it took over a month to resolve. This complaint is to resolve the second billing issue that occurred with our storage unit that we rented after the U-boxes. We rented the storage unit from U-Haul Moving & Storage at [redacted]r located in [redacted] on 6/16/15. On 6/16 we paid $167.36 for the unit, a lock, and two months of insurance. We got one month of the unit free, so this payment was good through 8/15/15 with the next payment due on 8/16/15. We signed up for automatic payments and the contract states that there was a credit card/recurring ACH payment plan set up to withdraw from my bank account. 8/16/15 was a Sunday, so when they payment wasn't withdrawn from my account on Friday 8/14/15, we called to make sure it was going to be made. We were instructed to wait a few days and call back if it still didn't get paid. Despite the contract stating that payments would be withdrawn automatically, no payment was ever withdrawn for August. My husband called back on 8/19/15 and paid using his PayPal account. He was charged $154.53. On 9/14/15 $172.89 was automatically withdrawn from my bank account. I am guessing that amount includes an unjustified late fee from the last payment. On 10/8/15 we showed up to move out of our storage unit and we were denied access. We were informed that we had missed a payment so they cut our lock and put on their own. We had one of the employees call the manager, Baki, and he said that if we payed the amount owed we could get into the unit and he would refund the money if we could prove we had paid. We had to get into the unit that day, so we paid another $172.89. We returned on 10/10/15 with bank statements proving we had made all of our payments. We have made multiple calls and we either get transferred to U-haul's call center or Baki isn't there.Desired Settlement: We would like a refund for the extra payment of $179.89 made on 10/8/15 as well as the unjustified late fees charged on 9/14/15. We would also like someone to look into why payments made by phone to this U-Haul location mysteriously disappear from record.

Business

Response:

March 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Baki Aelwaiss, our GM at our U-Haul Moving and Storage at Capital Dr., followed up on the information Ms. [redacted] provided. He informed our office a refund for $179.89 was issued to Ms. [redacted] 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, Maria Psano[redacted] Executive Assistant U-Haul International Tell us why here...

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. Even though the payment does not include the unjustified late fees we were charged, we just want to move forward with our lives. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,