U-Haul International, Inc.

Review: I rented a uhaul to move from Dallas to Corpus. The Uhaul is supposed to get 10 miles to the gallon, and the one we had got about 3 miles to the gallon. I had to fill it up 2 times before we even got to San Antonio. The trip was only 411 miles from point A to point B. The tank is a 40 gallon so therefore I should have only had to put gas in the tank when I got almost to Corpus. I called and filed a complaint with Uhaul, with no call back on it. The RPM never got below 3 1/2. The transmission was not shifting out like it should have.Desired Settlement: I want to be reimbursed for the extra tank of gas and 1/2 that I had to put in to the uhaul. It should have only cost me about $100 in gas, but it cost me almost $250 in gas to make this trip.

Business

Response:

June 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and has agreed to issue her a refund for $150 when she receives the appropriate information from Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a car hauler and purchased the safetow damage waiver protection insurance. When I returned the unit it was damaged I do'nt know how or when. the store manager at 924 s 108th st west allis, wisconsin told me that it was'nt covered becouse I somehow improperly loaded or unloaded the unit. He then voided my damage waiver protection I had purchased. I informed him that was not the case but he informed me that he has it all figured out, that I drove a truck off the front of the trailer. The truck I towed was inoperable, I have proof,witnesses to the fact.I also have pictures proof that his explaination, crystal ball is in error.He was typing on the computer and he tells me to sign the keypad, I asked him what I was signing and he told me it was acknowledging the return of the unit. He handed me a stack of paperwork and on page 4 he had put my name on a promisary note and added my signature electronicly, He then tried to charge my card for damages It was declined due to insf I never gave him permission nor did I ever agree to the balance. He decieved me. He told me to talk to the insurance co. when I called the insurance co (rep west )they informed me that u-haul was it's own insurance carrier. What a scam! Rep west informed me that all they do is collect the claimes and that they would give this to their lawyers or put me into collections then of course they would add their fee's. Uhaul offers to send you a copy of all phone conversations and I asked for them all, as well as the conversations with rep west. I filed a dispute with uhaul ref # 980361 and I've never heard a word reguarding anythingDesired Settlement: I signed a contract, I purchased towsafe Ipaid for Damage waiver protection make this go away

Business

Response:

January 13, 2016Revdex.com ID#: 11020783U-Haul Ref#: 980361Thank you for your concern for our customer [redacted] and [redacted], whose name is on the actual rental agreement.Shirley J[redacted], our Executive Assistant for our South Eastern Wisconsin Regional Office, followed up on the information Mr. [redacted] provided. An equipment damage report was generated for $792.77. Ms. J[redacted] informed our office she contacted Mr. [redacted] and offered to settle the damage for $500 in the interest of customer good faith. Mr. [redacted] declined. Ms. J[redacted] relayed the damage claim will stand.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: I have a storage unit with uhaul and have so had for the last 8 months today I get an email saying my stuff is up for auction remind yu I pay my rent on time or either partially so in October they harassed to move my stuff and rent would be on them for one month however it was not true in no way shape or form now I faced with an auction letter saying my stuff will be sold unless I pay 146.42 and I paid my rent on December first for November and I am just late for December because of my paycheck when you call the 13th and vine place in Philadelphia they have no clue and give dumb reasons I need my stuff it's family heirlooms I am ready to sueDesired Settlement: To adjust my billing because this is nonsense

Review: When moving from South Bend, IN to Kalamazoo, MI I had reserved a 26 foot truck as well as a storage facility for my belongings. When I arrived in Kalamazoo I was told that the storage unit reserved for me was not available. Being new and unfamiliar with the area that put me in a compromising position. I was told to keep the truck until the issue was resolved and someone would contact me. Days past and the only contact I received was inquiries about the whereabouts of the truck as though no mistake on their part was made and they hadn't told me to keep it until it was resolved. A second time a reservation was made. When I arrive again with the truck to access the storage reserved for me, despite me having told the size of the truck carrying my belongings, the incorrect sized storage had been reserved. Again, I was told to keep the truck until it was resolved and someone would contact me. I was contacted by a gentleman named "Robert" that the truck needed to be returned by 11/27/15 or I would be at risk of having it repossessed with my belongings. He claimed to be unaware of the issues his company had created for and the fact that I had been told to keep the truck and said that a member of management would contact me. A man named John G[redacted] contacted me the same day informing me that they took no responsibility in the mistakes made in reserving me storage units that were not available or unusable and I would be charged for each additional day that the truck wasn't returned. I expressed my displeasure due to the fact that I only kept the truck believing that I had permission and would be accommodated in the way that had been promised to me the day I made the reservation in South Bend. If I had known that I was being charged for their mistake I would not have kept the truck for what I believe to be 14 days though they are charging me for 17.Desired Settlement: The truck was returned one day later than the deadline I was given. I should justifiably owe for that day and nothing more.

Business

Response:

December 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Frank S[redacted], our Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] spoke to both our Company President and our GM of our U-Haul Center and Ms. [redacted] was aware she could not keep the U-Haul truck for storage. Mr. S[redacted] relayed Ms. [redacted] was given until the 23rd to have the U-Haul truck returned. Our GM explained Ms. [redacted] reserved a 4x6 storage unit but it was not large enough to accommodate her contents of the truck. Mr. S[redacted] advised our office the charges will stand.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

The response given is inaccurate and untrue. On two separate occasions I reserved 10x12 storages and once I had arrived to claim them they were not made available to me. U-haul employees advised me to keep the truck until it was resolved, as they behaved as though they didn't know what the problem was. I had not been advised of the charges for doing so under their advisement until it was returned. A truck is not storage, storage is what I reserved and never received.

Business

Response:

December 31, 2015Revdex.com ID#: [redacted], 10997718U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Jon G[redacted], our President for our Western Michigan Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:My name is Jon G[redacted]. I believe we spoke on the phone some weeks ago. I wanted to take a moment and go over the final charges as we had discussed on the phone. I Saw on your account there was a balance of $737.76 This was the balance from the first day over the original return time. I have gone a head and reduced down the amount owed to $160.00 this just reflects the cost of 4 additional days. As I said on the phone we are willing to work with you on the costs. We would like to get this resolved so it is no longer an issue going forward for you. We do appreciate your business and hope to get this matter behind us. Jon G[redacted] U-Haul Western MI.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 AssistantU-Haul International

Review: I'm paying $10.95 a mouth for 5000.00 coverage and only getting 2500.00 coverage.so I won't 5000.00 coverage for $10.95 a mouth like he sold me.

Product_Or_Service: 4/20/2015

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I won't 5000.00 coverage a mouth for $10.95

Business

Response:

May 11, 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 Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.

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

Business

Response:

May 11, 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 Illinois Regional Office, followed up on the information Mr. [redacted] provided. She asked that we inform your office she has been in contact with Mr. [redacted] and is currently working with him to get the answers he deserves.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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: We reserved a moving truck of 6/6 Your U-Haul Reservation #[redacted] back on 5/17, and as of 6/5 at noon we had no truck. Uhaul sent us in panic mode on 6/4, to find a moving truck with a different company. I was told from Uhaul I should change my move on 6/5 to a different day. Why take a reservation, if you don't honor it. And they post Your U-Haul reservation is guaranteed! You will get the equipment, location and pickup time that you agreed to or we'll give you $50, I have not seen the $50. Then they also cover themselves with this - If you select this location we will do our best to accommodate your preference, but will have to contact you to schedule your exact pick up location and time. So when I called many times to find out what is going on, they threw this at me. Then on 6/12 they call me at 4:00 in the afternoon saying hey we have a truck for you, do you want it. That was 6 days after my move. We were in panic mode for 36 hours, and I lost 6 hours of work from my job as I was scrambling talking to them, and then finding another truck. They should not have reservations. It means nothing. It is false advertising. I called corporate many times, they sent me to regional office. I got every excuse on why it was a busy weekend, and they over sold. That people did not return the trucks like they were suppose to, and the entire [redacted] PA was over sold. You can't tell that to someone less than 24 hours before a scheduled move. When I first called the 1800 on Thursday, It got corporate, and they told me no worries, it will be fine. When I sent that to regional, they were all like corp has no clue what it is like. Of course they gave you a song and a dance. That is just messed up.Desired Settlement: The $50 they advertise, plus loss wages while dealing with their mess up on 6/5.

Business

Response:

June 25, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:[redacted]: I received your concerns on your recent U-Haul reservation and would first like to offer an apology for the unsatisfactory experience that you encountered. While it is our goal to serve as many of our customers as possible at their preferred pickup time and location, we do sometimes have to make changes based on availability and incoming equipment. Unfortunately during busier times this becomes more frequent and at times limits our ability to provide pick up information until the day prior to rental. Looking at your reservation I see that we contacted you on the 4th with an option that was 15 miles from your preferred pick up location at 9 am which was not an acceptable option for your move based on your time constraints. I do see that we did ultimately have an option for you on the 5th from your preferred location and at your preferred time however you had already made other arrangements by that time. As for our reservations, we do honor them and it is not false advertising. We back the reservation up with a guarantee of 50.00. Once we take your reservation and agree on the pickup time and location if we are unable to fulfill your reservation for any reason we credit you 50.00. In this particular case we were able to accommodate your reservation at the time and location requested. I do however understand your frustration and as a good will gesture have issued a 50.00 credit to the card used for the reservation number referenced.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 req a $19.95 rental van and adv that the move would take most of the day. GM Laneesha H[redacted] est 10 miles for the distance I agreed and to be safe adv I could have the truck back by 9pm. She stated we could drop the truck off after hours. However, Jan 22,2016 due to the pending blizzard I was contacted by a female rep who asked if we'd be able to bring the truck in sooner. I ad I would not and she stated that at this point (between 4:30 and 5pm) they were adv all cust to keep the vans/trucks until Sunday @ 9 am. I agreed and went about my move. Sunday Jan 24, 2016 I found the Uhaul i'd rented buried in snow, it was extremely difficult to dig out and harder still to get it out of the block as my street had not been plowed. I called on 2 separate occasions. The first I was connected with a female rep who advised that she only answered the phones when the University City location was backed up. She explained people had been calling all morning for a similar instance. She took down my message and advised that the assistant manager would be giving me a call. By 3pm Sunday, i'd still received no call so I called back and was connected with a male rep. I explained to the young man my situation and he advised that it would be ok to bring it in on Monday. I suggested they come tow the truck, the young man chuckled explained he was notating the acct and that I wouldn't get penalized for the weather. I was charged an additional $36.15 for an extra day that I was not responsible for. I called on Monday, Jan 25,2015 and spoke with a Donte who advised i'd need to speak with a manager in the morning. I called back Tuesday and spoke with a Gladys who advised that i'd be contacted by a manager later in the day to reimburse me for the charge. However when I spoke with a Fatima, who was not a manager she advised I was charged an extra day because I spent the morning shoveling out the UHAUL and brought the truck in around 3pm. Fatima not a manager has adv me to call on Thurs.Desired Settlement: I would like the $36.15 refunded to my card immediately. I already accepted the $80 they reserved the day of my purchase is gone, but I do not appreciate being penalized for the weather and company negligence.

Business

Response:

January 27, 2016

[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Dan D[redacted]ur Executive Assistant for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office they did have a weather event that caused some delays on returns. They were allowing customers who were scheduled to drop off on Saturday to hold off and bring back on Sunday. Depending on where they lived in the area, it may have been impossible. Therefore, in the interest of customer good faith, Mr. D[redacted] relayed he would issue a refund for what he calculated to be $38.92. The refund should post on his next [redacted] credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: Dear Sir,I am a customer who leased a trailer from your company in Manassas, VA branch.At the beginning I made a confirmed appointment to 12:30pm 08/25/2015 for installing trailer hitch and balls into my Honda Odyssey 2006 car. I spent time until 4:17pm which made all of my schedules a mess up. I was told everything is perfect and made a reconfirmation of an appointment for trailer hook for Saturday August 29, 2015 at 4:00PM.On Saturday August 29, 2015 I arrived to the Manassas UHUAL branch site at 3:15pm and when they hooked the trailer they figured out the hitch electric cable installation was not responding. They even hooked the trailer as soon as they unhooked from other customer car. Both staff on board took about an hour and half and they were not able to fix the problem and they advised me to drive the trailer all the way to Sudley Road, VA UHUAL branch so that the staff member there will fix it. I did as advised and when the staff in the Sudley Road look over the installation he figured out the box was a failed one and he has to change and install everything from scratch. I was also assisting in some part and luckily he finished at about 6:20PM. Getting a confirmation that everything is ok and I drove out to load my staff.On August 30, 2015 I drove the trailer all the way to Atlanta Georgia. The next day on August 31, 2015 I figured out that the chain from the trailer to my car is not a proper set and find a UHAUL branch near Tucker, GA and asked for a technical support. The person asked me who fixed the chain and was really surprised for the safe drive all the way to GA and fixed the chain properly. Following that I drove all the way to highways to Houston and the side lane drivers from the other car told me the wheels of a trailer is swiveling. I stopped and called to UHAUAL support in Atllanta Georgia and with the help of a good person who stopped and helped me to figure out the problem, we found that there is a problem in the right wheel of the trailer and he helped me to drive all the way to the nearby site of UHUAL.UHUAL Atlanta manager decided to change the trailer and we were unloading from the Manassas trailer and reloading to the Atlanta trailer and that took us extra time, energy, resources and have created stress on five family members whom I was driving with. Out of them 3 are little children. We spent our time on August 31, 2015 until 1:00PM. I drove all the way to Houston until mid night and forced to stay in Hotel in Lafayette, Louisiana which was out of plan. These has brought additional Hotel, restaurant, fuel, and other expenses in addition to physiological and other implications. We finally arrived Houston the next day on September 1, 2015 at 3:00PM though we should have been in Houston a day before on August 31, 2015.Therefore, I am requesting your company to find a way to reimburse huge additional costs occurred due to the problem on the faulty trailer I took from Manassas, VA without inspection.N.B.: I should mention the highest level of technical and professional support and treatment I got from the Atlanta site who changed the trailer (If not mistaken his name was [redacted]) and the technical support from Sudley Rd, VA.Looking forward to hearing, I remain.[redacted]Desired Settlement: Our issues is with the defective trailer that we paid more than $600; the trailer that almost killed the whole family (five) not only once but twice due to old/rusted chain and old Tire/Wheel that was about to broke off in the middle of the highway. UHauls Manassas, VA branch has good customer service. However poor judgment and ill-trained technician put the whole family including three little Kids in grave danger from the beginning to the end; we finished our 22 hours journey with great frustration; some of us still had a horrible nightmare. We have spent time, energy and money way beyond our schedule and budget. We have lost numerous personal documentations including our hotel and food receipts as the situation has destructed, frustrated, and disorganized us with three kids on our hand. Here we are asking to be reimbursed the defective trailer expense $600 at the least to say.

Business

Response:

October 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Northern Virginia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office there was no malicious intent done by anyone from U-Haul. He confirmed there was a mechanical failure with our equipment and our Atlanta facility promptly took care of exchanging the trailer. Mr. [redacted] explained our GM for our U-Haul Moving and Storage of Manassas Park had previously requested Mr. [redacted] provide us with his hotel receipt for immediate reimbursement. He relayed they have not received it. He is prepared to reimburse Mr. [redacted] for his extra hotel expense as soon as Mr. [redacted] provides the receipt in addition to the refund for 50% of the cost of his trailer rental already 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

October

27, 2015First

of all, we would like to thank the Revdex.com (Revdex.com) for being a

voice for the voiceless and the less fortunate individuals; individuals

targeted by rouge business owners and companies. We appreciate it once again

and we will disseminate the word for others to use this wonderful avenue to

surrender the wrong business doers easily. Break

….. break …… Dear

U-Haul, We

have discussed the situation in person and via email. However, the only offer

that you promised was to refund the one night Hotel stay. You denied reimbursing

for the main cause which is the Defective Trailer. You don’t have to be

reported to a higher official to give a respectful and polite reply to your

customers. Customers expect you to be courteous and professional when you

conduct business. Now,

we just read your first reply to Business Bureau (Revdex.com) stating that “we have

already refunded 50% of the trailer payment” We got confused and checked our

bank account and we found $300 deposited two days ago on Oct. 24, 2015; after

you were reported to Revdex.com. This

shows your true picture; deceiving and mischievous work ethics. From the very beginning,

our complaint has been on the Defective Trailer that put our family life in Great

Danger. You tried to explain the situation as a Mechanical Failure. NO, IT IS

NOT; it is negligence on your side; renting a defective trailer that needs to

be out of use. Let us give you another brief scenario and you will tell us if

you call it a mechanical failure:1. The day we came to take the Trailer, the brake light was not working. Your technician couldn’t fix it. After two hours you sent us to another technician. The second technician was angry because the whole electrical wire was old and broken inside. He replaced a brand new wiring and we left after another two hours. WE HAVE SPENT FOUR hours before we even begin our long journey. As a result, we postponed our trip to the next day.2. The next morning, after we drove 12 hours we took a break and fortunately we did a safety check on your Trailer. We were so lucky to find out the loose chain; it was about to broke off. We called the nearest U-Haul and replaced the chain. The U-Haul guys who replaced the chain called the Manassas, VA office and complained on you for putting a rusted/old chain. WE HAVE SPENT UNNECESSARY TWO hours again and of course forced to stay in a hotel; just to ventilate our frustration.3. The following day was the most DANGEROUS day; literally a DEATH CALL. After we drove about 6 hours two people were following and giving us an urgent signal to stop the vehicle. We stopped and got out of the vehicle to find out the Wheel/Tire was about to fly/broke off. Had it not been for these two Good Samaritans we would not be here today to tell our stories; the whole family including three little Kids were not alive today; maybe we may include some other passengers on the highway when we roll over. Now

tell us, which one are you calling a Mechanical Failure? The Brake Light Wiring,

the Old Chain, or the Corroded Wheel/Tire? If you call this a mechanical

failure, we call the whole situation a DELIBRATE set up focused on CERTAIN innocent

customers. We

are talking about your negligent business practice that puts the life of

unsuspected customers in GRAVE situation. We are so upset and unsettling with

your disrespect. We respectfully request the following from you/your company immediately.

Please DO NOT wait our next step to fulfil this request like you did when you

get reported to Revdex.com:Respect your customers regardless of their color, sex and country of origin. Send us a formal and official Apology Letter; of course a copy to Revdex.com (Revdex.com).Refund the whole amount that we paid for the DEFECTIVE/KILLER TRAILER ($600).Finally, we have lost all documents, receipts and other staff when we off-load and on-load to change to the new trailer after the defective trailer is changed. We have spent additional THREE hours to do this. Altogether, we have spent NINE EXTRA hours on our journey. In addition to the defective trailer ($600), we need to be refunded up to $500 that we spent due to unnecessary travel extension; hotel, food, etc. If

you don’t agree on these terms, let us know as fast as possible. We are asking

only our expenses NOT the big PUNITIVE DAMAGES that you will be forced to pay

in a court of law; in front of a humane judge.We

have spent three days of frustration being worn out physically and as well emotionally.

We still have the nightmare of rolling over on the highway and run over by the

18 wheelers. Imagine putting your three little kids and driving 22 hours pulling

a defective trailer. This

is not a Mechanical Failure; it is Negligence and Poor Customer Service. Please

act accordingly to your earliest convenience to compensate your innocent customer.Sincerely, [redacted]

Business

Response:

November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Northern Virginia Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. He advised our office he is willing to refund Mr. [redacted] for the balance of the trailer rental along with reimbursement for his extra motel and meal expense for the day the incident occurred. If Mr. [redacted] cannot provide original receipts, Mr. [redacted] will accept a copy of his credit card statement showing these charges. Mr. [redacted] can be reached at ###-###-#### or direct at ###-###-#### as well as [redacted]@uhaul.com.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented space #[redacted] in [redacted] location. I have occupied that space for several years. While our Bus was in the shop for repairs an employee parked another vehicle (trailer) in my spot. The owners of the trailer have moved out of State and cannot move it.Desired Settlement: I have generously offered to occupy/rent another space of the same size. (Which, BTW, is available.) The local Manager says if she does that she will have to charge me a higher rate because it would be a new contract. I have a contract that Uhaul will not/cannot/chooses not, to honor. All I am asking is to rent the other space of the same size for the same price I am currently paying. Uhaul is in breach of contract!

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she would work with him on providing him with another parking space for the same price, however, Mr. [redacted] moved out the following day.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.Ms. [redacted] is not telling the truth. She never offered another space for the same price. When she offered me an alternative space for an extra $4.95 a month I moved out immediately, the same day? No one from Uhaul has even bothered to contact me.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office our GM from our [redacted] U-Haul Center, [redacted] Montoya, contacted Mr. [redacted] yesterday and explained that when he arrived at our U-Haul Center on September 26, 2014, she met him and relayed she had obtained a space for him as requested along with a new access card. Mr. [redacted] informed Ms. [redacted] that he was moving out although Ms. [redacted] had the space he wanted at the old price in place due to the help of our Storage Group. Mr. [redacted] declined. She offered him the space again yesterday at the old price. Notes in the storage account documented on September 26th state Ms. [redacted] spoke with Mr. [redacted] to give him his new access card after transferring him into the parking space he requested. Mr. [redacted] stated he had already rented a new space and is moving out. Please be advised no further action will be taken in this matter.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: Hello,

I rented a UHaul to be picked up in [redacted]A on Sunday, but was contacted on Saturday stating I would have to go to [redacted]ince the [redacted] location was closed. I picked up the UHaul which didn't have the correct mileage needed for the trip, as stated by the agent.

When arriving to [redacted], I packed up the UHaul and the battery died. I called road side assistance, who was going to dispatch a person within an hour. After about 15 minutes, I tried again and it started, but told to let it run for an hour before driving. I left it running while unpacking in [redacted] as I didn't know if it would restart. I explained this to the rep at the [redacted]location and was the primary reason that I didn't fill up the tank.

The rep at the [redacted] location stated that she would not charge me for gas, but then when I went to check out, the male rep stated that I had to pay. Although I was told I didn't have to pay for the gas. This was already a frustrating day since I wasted an hour of my time waiting for a battery to charge back up.

The manager from the [redacted]store called me yesterday and I explained the whole story, there was no empathy. He stated he would call me back in an hour, but has yet to call. I checked my account and he credited my gas, but never called to let me know and after the experience, lack of empathy and over all misinformation, I don't want to pay for the rental.

I have yet to be contact even with the complaint I put in through the regional office.Desired Settlement: Contact with a credit to my account.

Business

Response:

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Ramon M[redacted] our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he carefully researched Ms. [redacted] concerns and reviewed repair history on the truck she rented. The battery in the truck was just replaced a month prior to the rental. The truck has since traveled over 800 miles including four in-town rentals and two one-way rentals. Mr. M[redacted] believes Ms. [redacted] may have left the cargo light on too long, which caused the battery to die. We have no record of any calls into our Emergency Road Assistance line within these 800 miles, nor have there been any battery issues reported. He verified a refund for the extra fuel that was issued in the amount of $31.85 and should post on her next Visa credit card statement, however, a full refund is not warranted. As we value Ms. [redacted] as a customer, Mr. M[redacted] authorized a $50 VIP Certificate to be sent to him by email 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,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

Hello, The request for a refund and the request sent to the Revdex.com was not fully due to the battery. The customer service that had been provided was absolutely unacceptable. Things that went wrong...1.) Scheduled the UHaul for a Sunday pick up in [redacted] and found out the Saturday that I couldn't pick it up in [redacted]. The rep told me that extra miles would be added, but they weren't.2.) The UHaul broke down and I place a few calls in to roadside assistance. I called and the CSRs were not empathetic at all.3.) I was able to get it up and running after waiting, but had to sit for an extra hour or so.4.) I returned the UHaul and the agent at the location said I didn't have to pay for gas, but then said she misspoke. 5.) The manager who called me that Monday stated he would give me a call within the hour. Again, no empathy...No call back, I called two hours later and the person stated that he must have been busy. I received a voicemail a few days later stating that he had to wait to talk to the people at the location in order to hear both sides. 6.) If I would have received a call back within the hour, a call back from UHaul's corporate office after requesting my gas then it wouldn't be half as bad. Even this, I get a $50.00 gift certificate with no call to actually discuss. There's more than the battery or it breaking down. The customer service at the locations and during several phones calls was unnecessary.

Business

Response:

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted]Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, reviewed Ms. [redacted] recent comments. He relayed as he explained previously, his decision as a resolution was the issuance of the $50 VIP Certificate. Mr. M[redacted] mentioned that the reservation was covered in [redacted] and scheduled. No phone call was made and he added that this was when the issue escalated from there. No further adjustment will be issued.I hope Ms. [redacted] will take advantage of VIP Certificate as we feel it can be of great value to our customers and is valid for two years.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 AssistantU-Haul International

Review: We had an online reservation for a 26 ft box truck. The day before we were to pick it up we were called and said that they would not have a 26 ft but could downgrade us to a 20 ft for a reduced price of 29.99 and .69 a mile. We arrived at the designated time of 10 a.m.. there were two people ahead of us. It was 10:55 a.m. before we were seen. About 20 min. Later we were informed that they did not have a truck for us. We walked. My wife was crying. Mind you, I have three guys I hired from the temp service at $15.00 per hour a piece waiting in front of my house. My wife has a bad back so we hired some help. We left and went to the chin den branch of u haul and we're able to get a 20ft. At 1 p.m. but they showed nothing stating that we were supposed to get a reduced rate. We took the truck home and sent the help away. We paid $135.00 to three strangers to sit outside our house for three hrs.my wife and I did approximately 3/4 of the move ourselves until my brother could get here from out of town to help us with the big items. We didn't return the truck until after midnight. We had both taken the day off work. I called the field manager the next day and complained. He said he would look into it and call me back. Come to find out he was one of the people at the branch at the time of the issue. Never heard back. Three days later I called u haul customer service, spent 20 on the phone with them explaining the issue. They assured me I would hear from corporate within two business days. Heard nothing. I called back again and spent 20 on the phone with another agent. She said the notes showed I had been called. Not true. She said she would refund us $50 for the inconvenience. I said no way is that acceptable. She put me thru to the field manager I originally spoke with. Had to re-explain the situation with him. He said he would call corporate and call me back. He called back 10 min. Later and said there isn't anything he can do because we went to a corporate branch. Corporate said srry.can't do anythiDesired Settlement: Refund our u haul money. I'll take the 135 dollar hit for hiring the guys. My fault for trusting uhaul.

Business

Response:

June 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s concerns were previously addressed. Although we strive for 100% satisfaction, there are times when we may need to offer other options. Having to offer other options can be due to the previous customer keeping the equipment longer or dropping at a different location, as well as equipment malfunction. Mr. [redacted] was offered a refund for the $50 Reservation Guarantee Fee but he declined. Ms. * relayed, in an effort to show customer good faith, a refund for the $50 Fee was issued back to his [redacted] Card account listed on the rental agreement. 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

Consumer

Response:

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

The reason I denied their decision is because my original issue was with a UHAUL authorized neighborhood dealer. They did not have our vehicle that we had reserved. We were supposed to pick it up at 10 a.m. we were there on time. It was almost noon by the time they realized they had no truck for us. So we had to go to the chinden branch, wich I guess is a corporate branch. They got us into a rig later that afternoon. There is ALOT more to this story. Anyway, corporate said they can't refund our money because our problem didn't occur there. The neighborhood branch says they can't refund our money because we didn't end up renting there. It's all UHAUL. I don't get it. We just want our money back from the rental to help compensate the money we spent/wasted on hired help. Three people at 15 hr for three hrs. They sat in front of my house waiting for us to get a truck, wich we were supposed to get at 10a.m... I had to pay them and send them home. It was the worst customer service we've ever received anywhere.

Regards,

Business

Response:

June 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Idaho Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. His office confirmed the refund for $50 was issued back to Mr. [redacted]’s [redacted] Card account ending in [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,

Executive Assistant

U-Haul International

Review: I first ran into a problem of having to pick up the U Haul truck & Trailer from out of town ( 45 minute drive). I find this out the day before my move. I discussed this concern and a credit was promised, fine. But the next thing I know, im receiving mutiple calls about how long am I going to take to return the truck? I rented for two days as I eas moving to another city. I ask one rep why were they calling as if I had done something wrong? She said well its tge summer, a lot of leases are up and a lot of families need the truck. I said I know thats why I rented one for mine. I said but you all keep calling as if I past the time frame and I have only had it a few hours! It was very stressful to have UHaul call over five times. I finally told the last rep I would try to get back as soon as I could.

I made it from Springfield,IL to Park Forest, IL over an hour before the truck was due. I had reserved a 10 x 15 storage unit (drive up) which was free the first month with the truck rental. I checked in to find no such storage had been set up! So here I am at the drop off with a full truck with no where to put it on a very rainy day! My boyfriend asked if they could do anything and the employees told him to walk the lockers to see if HE could find us some available storage units. Really U haul!! He did so, soak and wet, he returned but the units he found were all too small. No one knew what to do! Thats when I asked for the manager. I was told by [redacted] that he was gone and that the manager wouldn't be helpful because he'd only been with UHAUL 3 months and was soon to be fired! I was so angry to hear that no one could help us! [redacted] told us he had been with Uhaul three years and there was nothing that he saw they could do to hear no one could help us. Thats when I called UHaul customer service to asked how could they reserve a unit and yet we are there with no where to put my belongings. 4 representatives listened to my situation and instantly transferred me around. No one apologized, or helped. They said it was nothing they could do. Finally the manager returns and he listens to what happens and he springs into action to find a storage unit. He finds that I will have to rent 2 storage to locate available units. He found 2, was not drive up and it will cost me more money after the 30 days. This was upsetting. I had no choice! I went in to the paper work where I was offered the

insurance option, tired after driving 3 hours, in the rain looking for storage units, and I only wanted to know what is the purpose of the insurance, [redacted] who claims to have more experience than the manager cant verbally describe the purpose pf the insurance. He instead treats us like we're stupid and tells us to read the small monitor. We again asked him to explain the purpose and he didn't care to finally pointing to mat I was leaning on saying "Read that!" I was very upset, didn't understand why he was angry and belittling us and in front of other employees and other customers. It was very very very humiliating! We didnt end up unloading until 5 hours after we arrive with 4 very irritable, hungry kids. It was aweful! The manager said he would forward pur experience to the cooperation and see what they could do and he apologized. He showed concern and care. He did the best he could, we appreciate all Mr. [redacted] did.

A week later I returned to find nothing had been done. I FEEL like sweet, helpful people took my money, later harassed and embarrassed us, made us do their job (searching for units), disrespected us, and wasted hours of our time, and the cooperation does not care one bit. NEVER AGAIN UHAUL!Desired Settlement: I think there should be compensation for me having to rent two units rather than one and for all the issues we had to deal with in relation to dealing with your customer service line, and in store employees. I also think the employee [redacted] who treated so badly is a bad representaitive for your company. He was angry and bitter way before meeting us.

Business

Response:

June 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Indiana and South Cook County Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered his apology and assured her he would resolve all issues. He also agreed to a credit for the smaller unit next month.

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: On 11/21/15 at 9am I arrived at the Uhaul location to have a hitch installed on my vehicle in order for me to be able to pull a trailer that I rented from Uhaul to California from Atlanta. The installation took three hours, I informed the manager, Chuck, that I would return later that day at approximately 4:30pm to pick up the trailer. I returned to the Uhaul location at 4:45pm and I informed one of the employees that my car was running "rougher" than usual and the employee indicated that it was normal. The employee hitched the trailer on to the receiving ball. I was pulled over by the highway patrol because the chains from the trailer were dragging and causing sparks. I was given a warning and I had to find a service station to have the chains tied up. Upon arriving at the Uhaul location in Murrieta to return the trailer, the employee Devin, immediately asked was the hitch installed by a dealership. Stating that he would expectwork done that poorly he would expect from the dealership not an authorized Uhaul service center. The pin/clip that holds the receiving ball into the hitch was not there, Devin informed me that he is surprised that the trailer did not disconnect from the hitch and the only reason the trailer remained attached to the hitch was because of the weight of the trailer. On 11/29 I returned to the Uhaul in Murrieta to check why my car was running "roughly". I was informed that my exhaust was adjusted to accommodate the installation of the hitch. I was not notified or asked if any such alteration to my vehicle was acceptable. Otherwise, I would have rented a a truck and towed my car with a tow dolly. I did not give authorization for any alterations to my personal vehicle, such as adjusting my exhaust which is causing my car to sound loud upon starting the vehicle and acceleration.

Product_Or_Service: Hitch Installation/Trailer RentalDesired Settlement: DesiredSettlementID: Refund

I am requesting a refund for the installation of the hitch and my vehicle repaired to its original state. In addition I am requesting a 50% refund for the trailer rental.

Business

Response:

December 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and also requested photos of the hitch that was installed from our GM to verify the quality of the installation and determine a fair resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

Virly W[redacted] made contact with me once and failed to follow up as promised the following day for a resolution. Also, when I contacted the Uhaul location for a resolution there were two employees that indicated that the person that installed my hitch has had several previous complaints in regards to the work he does.

Business

Response:

December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Virly W[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] and explained she had not received the photos. Ms. [redacted] stated she would be taking her vehicle to a shop for an estimate and will take U-Haul to court. Ms. W[redacted] relayed, without the photos of the hitch, she could not determine if the hitch was installed poorly. She asked Ms. [redacted] if she could have the shop or herself take photos and forward them to her for review. Ms. [redacted] refused. 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 AssistantU-Haul International

Review: I rented my UHaul van on 10/24 at 2PM. I was told that my rental was good for 24 hours, but I told them I wouldn't need the van that long and would be dropping it off sometime in the evening. I was not told that afterhours dropoff wasn't available. I drove to the UHaul location at 7:30PM to drop off the van. The facility was closed and the gate was locked. I called the facility from my cell phone and the person who picked up the phone said they closed at 7 and I needed to bring back the van the next day. I explained that I do not live close by, and that I wasn't told I wouldn't be able to drop off the van afterhours, like I did with my UHaul truck rental 2 days prior. I also explained that I needed my car, as I had plans for that evening. The lady on the phone was nice, but she couldn't help me out. I drove the van all the way back to my house, used it to go out to dinner that evening, then drove it back to the Uhaul location the following day when they opened at 9AM.

I asked for the manager when I dropped off the vehicle to explain my situation and was told he wasn't in and I was handed his business card. I called the manager (Mike B[redacted]) and left him a message right there at the facility. I told him to call me back. He never called back. I called the facility again a week later (on 11/02) and finally spoke to Mike B[redacted]. I asked if he received my message and he said "yes, I don't give mileage adjustments." I said I would be taking up the issue with Uhaul and gave them a call. After I hung up the telephone with Uhaul I received an email from Mike B[redacted] saying he doesn't give mileage adjustments.Desired Settlement: I want to be credited for 20 miles, or $11.80.

Business

Response:

November 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#[redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul Moving and Storage at Broward Blvd., followed up on the information Mr. L[redacted] provided and sent him the following email in response:Mr. [redacted] if you look at you contract is clealy states that you were returning the following day as I informed you before there will be no refunds on milage you said you were calling your creditcard company to disput the transaction.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

This is not a valid response. The business merely forwarded me an email written by the manager which I already received.

Business

Response:

November 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Frank G[redacted], our President for our Fort Lauderdale Regional Office, reviewed Mr. [redacted] recent comments. He informed our office he left two separate messages requesting a call back in order to personally address his concerns but has not heard back. In case Mr. [redacted] misplaced his telephone number, Mr. Grau can be reached at [redacted]We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,

[redacted]Executive AssistantU-Haul International

Review: To Whom It May Concern,I am writing you this letter to express my extreme level of discontent with the service provided to me by UHAUL Canada.On Saturday August, 29th, 2015, I rented a UHAUL from: [redacted] Canada. The truck was book for 3:30pm EST (as per my online reservation booking). When I arrived at the pick up location: [redacted], Canada, the owner was no where to be seen, I was told by the others within the vicinity that he would be back shortly. After about half an hour, he finally arrived and had me wait further while he dealt with other customers, who had been waiting before myself. Frustrated, he had someone confirm my reservation over the phone. At this point in time, it is past my reservation time, which caused a delay with my elevator bookings for my move in/move out time at my condo. Once confirmed, the owner continued answering calls/dealing with other customers, finally, I expressed my sense of urgency to him and we walked to the lot where the trucks were held. After inspection of the truck, we proceed with starting it up. Immediately upon start up, there was an oil change warning. I questioned this, and the owner explained to me that this is normal. Be this as it may, as a customer, when I am paying for a service, I expect the equipment to be in reasonable condition. I trust that UHAUL has taken the necessary measure to ensure all vehicles/equipment are road worthy and the customer can operate it without an issue. It is not my job to ensure the safety/upkeep of your trucks. Due to this delay, I missed all of my elevator bookings and was forced to wait at a local coffee shop until my re-scheduled bookings (which were set for later in the day). The next day, I submitted my complaint via your online form. I received a phone call two days later from [redacted]. She was unwilling to examine my case further, and was extremely rude to me. This is not the type of customer service I expect from well-established company such as UHAUL.I would like to be compensated for this run around. In the past, my experience with UHAUL has been excellent. I want to believe this to be an isolated issue and would very much like to continue my relationship with UHAUL, whether it be for moving or referring your name to my friends and family. I trust that you will action on my issue with reasonable consideration, and in a timely manner. [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for my run around. A refund is probably the easiest way to deal with this.

Business

Response:

September 20, 2015[redacted]Thank you for your concern for our customer [redacted].[redacted], our Field Manager for our Eastern Ontario Regional Office, followed up on the information [redacted] provided. He informed our office a refund for the full amount of the rental was issued back to [redacted] Card account. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We had [redacted] from the [redacted] in Salt lake city install a Trailer light set up for our boat. We paid him in full and he assured us that it was working. The next day when we went to leave the trailer lights did not work, we were sent to another location in murray where the manager [redacted] tried to fix the issue but could not. We then later took our vehicle to the dealer where they informed us that [redacted] at haul had not only installed the lights in correctly, but he had left wires exposed that had caused further damage to the vehicle. We want our money back plus the damage your tech caused to our vehicleDesired Settlement: Refund plus damages caused to the vehicle.

I have receipts to prove damage caused.

Business

Response:

April 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Utah Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for the install and damages according to the repair receipts. Mr. [redacted] will be coming into our U-Haul location for the 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,

Executive Assistant

U-Haul International

Review: Uhal complaintHi, my name is [redacted] and I have a major complaint after my recent experience with UhaulTo start withI ordered 17" truck online on August 11 to be picked up from this location: [redacted], Seattle for my move on August 22On August 21st I got an email stating that my 20" truck is ready to be picked up from a different location (about 6 miles further). I called customer service right away to ask what happened to my 17" truck and the pickup locationI specified, I got a "apologise for inconvenience, truck that you ordered is not available at the location you specified". To my question why I was able to order this truck and my order was "successful" I got "I'm not sure" responseLater in the day, I called pickup location I was provided with (Aurora Ave) to confirm pickup time and I was told it's 12PM. Since that time was not the one I wanted, they transferred me to scheduling department, where I was able to rescheduleto the time I needed - 7am. I asked why they scheduled me at 12pm, the representative couldn't tell. On August 22nd at 8am I picked up 20" truck at the location I was "forced" to - [redacted], WA 98133. I paid $137.24We were in a hurry, so we didn't check current mileage of the truck - BIG MISTAKE on our sideLike I said above we picked up truck at 8 am at the Aurora Ave. We returned it at 3:36PM at Kirkland location AND were charged additional $45.82 for "extra 104.3 miles"The "additional charges" contract was not signed.Branch manager at Kirkland did not want to hear our explanations that it was not humanly possible for us to do a move, return truck within 8 hours AND run additional 104 milesSo here are the cold facts:4 Addresses we usedPicked up truck at [redacted], WA 98133Dropped off at the "old" address - [redacted], Seattle WA 98125Total distance: 3.8 miles = 4 milesDrove to "new" address - [redacted], Redmond, WA 98053Total distance: 26 milesThen dropped off truck at [redacted], Kirkland, WA 98033Total distance: 8.5 milesGrand total: 38.5 milesAll these addresses were noted when I first submitted my order on August 11. Now how is it possible for me to drive 100 miles, return the truck within 8 hours AND move the whole apartment? Not even mentioning that 100 miles on this 20" truck will take at least 2 hours of driving - that leaves us with 5 hours do load and unload the truck. And where would we drive that it took us 100 miles???This whole situation is absurd and I will be disputing charges and will be taking it to the court if needed. I am requesting for uHaul to find mileage records from a previous rental and see what that mileage showed.Thanks,Desired Settlement: I would like to1. UHaul to find mileage records for the same truck for previous rental and see what mileage is listed there2. I will be disputing these charges anyways, so UHaul will not be getting my money3. Apology.

Business

Response:

September 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our North Seattle Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on August 24th advising her he had issued a refund for the extra mileage charge in the amount of $42.85. The refund should post on her next [redacted] credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

Hi,Uhaul of Shoreline did in fact called me on 8/24/15, but there was no voicemail left. I can show my phone log to prove that. I am yet to get an explanation of what happened and an excuse of some kind.I did see a refund posted on my account for the amount that was disputed.The $$ amount we're talking about is not large, therefore it's a matter of a prinicipal and I would like to get a manager explained to me what has happened. The way we were treated at Kirkland Uhaul location was absolutely not acceptable and very, very rude.I am available via email and while I may not respond to phone calls right away during work hours, I always call back

Regards,

Business

Response:

September 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our North Seattle Regional Office, reviewed Ms. [redacted]’s recent comments and sent her the following email in response:[redacted], It looks like there was refund in the amount of $45.82 issued to the card you used for the rental on 08/24/2015 for the extra miles charges. Did you not receive the refund? Thank You [redacted] Executive Assistant U-Haul of North SeattleWe 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 went into my local u-haul located in Long Beach, CA, on 6/20/13. I spoke w/ [redacted] and requested pricing on a U-haul U-box. I was advised the U-box would cost me $859.85. This price included: $733.00 to drive the box from Long Beach, CA to Portland, OR, $99.00 for the box rental, $14.99 to trail the box from the Long Beach store to my home (in order to load up the box) and $14.99 to trial the box from the U-Haul store in Portland, OR to my new residence (to unload my stuff). I asked if this included all taxes and fees and was assured it did. I then asked how much it would be for two boxes and was given an amount of $1297.80. I left the store and after discussing with my husband, decided to call back and reserve the two boxes. When I called back I spoke w/ a different person (my apologies, but her name escapes me). I asked her the same questions I asked [redacted] and was given the same exact answers. I went ahead and reserved the two boxes for Saturday, June 22, 2013. I showed up a little after 7am to pick up the box; I decided to only pick up one and if the 2nd one was needed we would come back for it. I was charged $108.95 for the box rental and $16.29 for the trailer rental. I wanted to pay for everything right then and there, but was told I would be charged the remaining balance when I returned with the box, which should have been $734.41, correct???? WRONG!! I returned to the U-Haul store and much to my surprise my total came out to $1068, WELL over what I was told by two different U-haul employees. I kept my cool, understanding that mistakes happen, and allowed [redacted]-the store manager-to correct the issue. He issued me a credit of $200.00, adjusting the amount to $868.00 I told him I wasn't worried about the $10.00-I figured it was only ten bucks and being in the same field (customer service) I know what it feels like to be on his end of the stick. Due to all the melee, it wasn't until I returned home that I realized that I was charged twice for the box and trailer rentals. I immediately returned back to the store where I found [redacted] again, and explained the situation to him. He was very understanding and called [redacted] (who had already left for the day) and explained the issue to him. I was told not to worry; [redacted] would be in on Monday 6/24/13 and would issue a credit for the box rental $108.95 (at this point I forgot about the trailer rental). I said okay and left the store. I made two attempts to contact [redacted] on Monday regarding this issue and never received a call back. I waited until today to call again and spoke with [redacted]. He stated he would notate my file and send an email to the store manager for a callback. I called again at 11am and spoke w/ Nathan and explained the situation once again. I requested a call and/or email verifying the issue would be resolved by 3pm, or I would be forced to contact my bank and dispute the charges and also file a complaint with the Revdex.com. Needless to say I didn't receive any return call or email.

I not so much upset with the mistake as I am with the fact that I had to go this route to attempt to get the issue resolved. As stated previously, I am also in the customer service business and I understand mistakes are made. HOWEVER, there is no excuse for not keeping your word in an attempt that the customer will just forget the issue and won't go as far as to fight the erroneous charges. It makes your company appear to be crooks, and that is never a good reflection of such a large corporation. I hope that by writing this, my attempts to resolve this issue peacefully and professionally will not be in vain, and I look forward to giving your company the opportunity of making things right.

I advised my bank that I was overcharged $125.24, but in actuality, I was overcharged $133.59. Again, I hope your company will do the correct thing and issue a credit back to my card for the charges I was doubled billed for. Thank you for your time and I look forward to hearing from you soon regarding this matter.

Regards,

[redacted]Desired Settlement: I am requesting that the $133.59 I was overcharged be credited back to my credit/debit card

Business

Response:

July 5, 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 Los Angeles East, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but reached her voice mail. She left a message with her call back number and explained that she had issued a refund for $133.59 back to her Visa account. The credit should post on Ms. [redacted]’s 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

I called the call center and spoke to Crystal. The reason for my call was to better understand the charges I was receiving. i'm asking Crystal about the charges and she speaks to me as if I'm one of her girlfriends. I simply want to know the breakdown of my charges and she was being very smart mouth instead of helping me understand. I asked if she had a manger and she acted as if she didnt know what that was, overall it was a bad experience and because of her I now think u-haul has the worst customer service.

I am a recently separated Veteran who was conducting my PPM (Personally Procured Move) from the Ft. Bragg, NC area to North East, MD where I accepted employment. This all happened very quickly and any transitioning service member can attest, one can go from having no employment or place to live to both of those within a matter of days which was my case. Once I found out I'd be relocating to MD I contacted the Uhaul location at Bragg Blvd the week of March 21. I believe it was the 22/23 that I spoke to a customer service rep over the phone who's name was pronounced "C." I informed the rep I needed a truck along with an auto transport (AT) for a ford explorer (Which requires a larger AT because of its weight). Rep quoted me for these services and I proceeded to call Penske to see if they had a better rate. Penske informed me they did not have an AT for a ford explorer, but could provide a 17' truck at a better rate than Uhauls 15' rate. I called Uhaul back to inquire whether it was allowed to use another companys truck with Uhauls AT. This sales rep said that it would be fine and I reiterated this to make sure because it did seem odd to me that one could use a different truck and AT and the rep once again confirmed. I even stopped at this location in person (went to weigh vehicle at Penske weigh station to confirm I'd need a large AT because of the model explorer I owned). Rep confirmed that YES I could mix and match truck and AT. Over the weekend on Easter Sunday, I received a call from "Angie" at Uhaul confirming 15' truck and AT. I informed her that I would only need the AT and I was getting a truck from Penske. She informed me this was NOT allowed. I explained to her what I was told and she said as far as she knew it was not allowed but to speak to the General Manager tomorrow (Monday, 28th) when I go to pickup. I confirmed my reservation for first thing, 7:30AM. I called Penske to cancel the truck reservation I had with them because I had a feeling it was going to cause problems and just take the 15' Uhaul truck which Angie had kept reserved for me as she also thought the Penske/Uhaul issue would be a problem. I was the first customer at Uhaul in the morning and the GM Joan B[redacted] assisted me. I informed her of the situation and she told me mixing and matching was not allowed and I told her it was one of her reps that gave me that information. This is where my experience began to take a turn for the worse (As if it hadnt already with the misinformation I received). I explained to her that this misinformation had caused some problems as I was on a tight time table with my move and needed the AT because my vehicle model didn't fit the standard Tow Dolly. At first Joan B[redacted] didn't even have me for a reservation. I couldn't believe this as I had received an Email as well as a call from Angie the day prior. She proceeded to find my reservation and explained that an AT was NOT on site and she'd have to look for one. I explained to her that I had a reservation for it and don't see how not only was there no AT on site, but that she didn't even have one reserved for me. She proceeded to contact other Uhaul locations where one would be available. She explained "it's early and not many places are opened." Not only this, but no matter where she found an AT, I'd have to drive to it and pick it up somewhere and that it would not be at the location that I was currently at. She proceeded to try and find one for about 10-15mins with no luck and I was not very happy at this point, but stayed professional and respectful throughout. I cannot say the same for Joan B[redacted], the supposed General Manager. I told her that I needed to get the truck and AT in order so I can have it weighed empty, so I can pack up my apartment and have it weighed full before the weigh stations closed (In order for military to supplement the cost of the move they require weigh tickets). I explained to her, to make things easier that I'd take a small tow dolly and switch vehicles with my wife (Not what I wanted to do because I didn't want to leave my wife with my explorer for 3 months while she finished teaching while I moved north with her luxury Infiniti). She said she could accomodate that requested and basically just stopped looking for the large AT, which I feel a true, caring GM of a company would do whatever was necessary to fulfill a customer's needs and provide the upmost customer service. She also didn't have a 15' for me (which I also had reserved) and had to provide me with a 22' truck which was larger than I needed. She offered me the 22' at the 15' rate as well as only having to return it with 1/4 a tank. As if this was to make up for my inconvenience. It's a matter of a $30 in gas and a larger truck could actually be worse as far as furniture and belongings moving around in transport. I didn't have any other choice but to accept because I had to be moved out of my apartment Monday evening and I was already behind. I had to call my wife, tell her I needed to take her car, which she wasn't happy about, and meet me at Uhaul. As I said prior, I needed to weigh the truck, AT, and vehicle empty first so it required having the appropriate vehicle. My wife arrived and I proceeded to watch the video tutorial on loading the car while she went in to speak with the GM and explain her reservations and frustrations. My wife later explained to me that Joan B[redacted] was rude to her as well and told her it was MY FAULT that I didn't have a large AT for my explorer because I TOLD her to stop looking for a large AT. Not only this, but she did not offer any additional help or assistance to my wife or I throughout this whole experience. It was as if I was inconveniencing her and then she proceeded to blame me for having to exchange vehicles with my wife because I stopped her from finding a large AT, while in reality,she could not find one, despite me having a reservation for one. Joan B[redacted] also blew off the fact that her employees are not properly trained or have the correct knowledge in regards to me being given wrong information about using a Penske truck and Uhaul AT and that this employee was "new and didn't know". As the GM of a business, particularly a large company such as Uhaul, wouldn't a GM be responsible for training employees and not having them handle customer reservations until they know the companys rules and policies. She blamed her employee and accepted zero responsibility or accountability. In the end, I had no choice but to take the truck, and AT provided (Which damaged the entire undercarriage of my wife's Infiniti while loading it, which is an insurance claim I have to file in addition to writing this report.) In the end, I couldn't just let this be a "bad experience" and accept this poor customer service. I was and still am appalled at the attitude and overall treatment both my wife and I received from Joan B[redacted]. What's even worse is she is the General Manager of this company and has been employed with them for over 10 years. As a veteran and a leader I conduct myself in a professional manner at all times and expect the same out of a leader with another organization/company. Joan B[redacted]'s lack of compassion for my situation, overall patience in helping me resolve this issue, telling my wife it was my fault, and lack of professionalism is unacceptable. It was her actions and attitude on this morning that I will no longer use Uhaul's services. I'd hate to think that my decision to not use Uhaul in the future is based off this one experience, with this one person, at this one particular location, but it has had cascading effects. With so many things to have to do that day with my move and relocation, it's hard enough, and I would expect the simple task of picking up a vehicle and AT that I had requested and had been called about confirming this reservation wouldn't be an issue. When in fact, it turned out to be the worst experience of the day and one I will not soon forget. Even one of Joan B[redacted]'s employees who was working out in the yard and provided me the keys to the truck mentioned that she can have an attitude and that she "has her days." This is not someone who should be managing anything let alone being the face of a Uhaul location as busy as this one. I do hope this review does not just fall on deaf ears.