U-Haul International, Inc.

Review: The following was from a phone report. All details did not get reported exactly as I told the agent (UHaul has a recording of the conversation however). But the GENERAL EXPERIENCE is correctly portrayed.[redacted] Aug 31 (3 days ago) to me Objection source: Phone Customer's concerns:Customer called stating he has already spoken to 8-10 customer service agents over the past week or so. No caf filed previously. Customer needed equipment, went to local bloomington store, [redacted], was wonderful but location was understaffed, so customer states he could not get all his questions answered, and service as expected. Process took over 2 hours to complete. Customer states it was very frustrating as only 1 person working with 6 customers waiting. Customer stated he needed to disconnect trailer from his vehicle, and because the customer help line was in his information he received, and when the male agent finally came on the call, he immediately transferred to another extension, and then back to [redacted] at bloomfield, and then [redacted] transferred him back to customer service, and at this time it was pouring rain, and after waiting on hold again for another 20 minutes, a female agent answered and told him that he had 3 options - watch a video, go online and read the manual, or call a mechanic. At this point, customer wanted her name, her managers name, and her id, and she refused to give him that information, and then hung up on him. Customer asked 'why is there no jack for this trailer?'. He states she told him that 'you cannot disconnect a loaded trailer, and we don't provide jacks'. He then asked for her manager, she refused, and then he asked for her manager to call him back, that never happened. Customer states he had to keep equipment for an additional day because he could not get the move done, because of the delays in the middle of the night. He called in again, and spoke to a denise and a misty in the [redacted] customer service, because of charges. He states that misty told him that as long he has a receipt anything can be returned. He went into the bloomington location, and when he walked in there were 4 customers in line, and no u-haul employee in building. He asked other customers and they told him that 'rich is out back' and the manager is not here. He waited and became frustrated, he was finally told to go to another location, and was told talk to nate. Nate was not at location, and finally another lady told him to go deal with this other rich. When he finally got to speak with rich, he explained that he couldn't take back the hitch, but we can take the wiring harness. Then customer states he informed this rich that 'misty at corporate u-haul in [redacted] said anything can be returned as long as there is a receipt'. Rich then took harness and hitch, and put them on the cement curb outside, and told him 'no'. Then he states he finally got a call from nate who told me that he was not going to refund for hitch, wiring harness, or the additional day charged because there was no assistance when he called for roadside assistance, causing his delay. Customer states that no one should go through these kinds of hassles when renting from u-haul. he reiterates that [redacted] was awesome, but the location needs to hire, train, and have more staff available to assist waiting customers. Customer states that the automated message that says 'we will be helping you soon' for 15 minutes only to have an agent get on call and transferred him back into the loop, over and over. Customer service needs to train employees on how to deal with frustrated customers who tell them they have already been transferred multiple times, only get hung up on. Customer states he did not receive good customer service or help when needed. Customer states the 'watch a video or read an online manual' is a ridiculous option when you're stuck outside in a rainstorm, and that the roadside assistance agent was far from helpful. Customer wants refund of additional day charged, and wants refund for wiring harness, and hitch because he was 'promised by misty in cs', that it could be done. - [redacted] 8/31/2015 1:47:43 PMDesired Settlement: I would appreciate full credit for all UHaul charges to my credit card for the unnecessary experience I had with UHaul.Ideally I also would like compensation of a few hundred dollars for my time trouble hassle, but I know that will not happen. UHaul has continued to maintain that I should still pay them for renting a trailer which I could not disconnect from my vehicle (no jack was included). I WAS NOT INFORMED their policy was that I am not supposed to disconnect

Business

Response:

September 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] at length and discussed his concerns. She offered her apology for the delay when he picked up the U-Haul equipment and assured him she would address the issue with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. [redacted] explained we do not refund for used items, which was his wiring and drawbar kits. She did, however, issue a refund for the extra day fee in the amount of $29.95 in addition to the refund of $40.66 previously issued on September 3rd for the hitch starter kit. The refund for $29.95 was issued back to [redacted]’s [redacted] account and should post on his next credit card statement. Please be advised we do not include a jack with our equipment, which is normally used to change a tire, because we would rather our customer not attempt to change a tire on a loaded truck or trailer to avoid possible injury to our customer. For that reason we provide Emergency Road Assistance that is available 24/7 every day of the year.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: On June 18th 2015 I rented a 5x10x8 storage unit from U-Haul storage of Manchester West for $64.95 + $10.00(add'l fee for 24hr access) + tax $4.12=$79.07 per month. Their online advertisement stated this size would accommodate a one bedroom. The transaction was conducted by the General Manager [redacted]. I was shown the storage unit and it appeared to be quite small like that of a walk-in closet of an apartment. I mentioned the advertisement on the website (1 bedroom) to [redacted] and she stated "no it can't say that". We continued on with the business transaction but not without me showing a great deal of concern about the 1 bedroom amount of furniture I had and the size of the storage unit I was renting. Approximately 24hrs later, 6-19-15, I returned to the facility with one of my movers who used to work for a moving and storage company. I was their to show my mover the storage unit and was told by my mover it was too small. I searched the internet for a storage facility that had a storage unit big enough to accommodate my things until I found one which took me approximately 48hrs. On Sunday, 6-21-15 [redacted] called my home about the U-Haul truck I had reserved for 6-27-15(with no credit card deposit) stating someone else needed the truck for that day I told her to give up the truck and that I had found somewhere else to rent a bigger storage unit from and that I would be coming in to see her soon. Approximately 48hrs later, 6-23-15 I went to U-Haul Storage of Manchester West to close out the storage unit I paid $79.07 for and found out I couldn't get my money back. I never was told about their policy and [redacted] had opportunity to verbally tell me about it on more than one occasion. I never returned with my insurance information which is a requirement and I signed a document with options that have to be chosen and nothing has been chosen, so how do they get to hold me to another document I signed that only one part was highlighted and it's not about the lease itselfDesired Settlement: I want my entire $79.07 I paid on 6-18-15 using my visa debit card ending in [redacted], exp. [redacted] to U-Haul Storage of Manchester West credited back on my card [redacted] ASAP!!!

Business

Response:

July 24, 2015

I reserved a 26' truck for a move that is to take place tomorrow. I received an email from Uhaul last night telling me that they only had 20' trucks available. When I called their scheduling office this morning to try and determine what my options were, the woman answered the phone "What do you want?" in an angry voice, and the proceeded to tell me that since my reservation was "In process" she would not give me any information. She then hung up on me.

I am now stuck with a house full of furniture that I need to move, and not enough truck to move it in. This is not the first time that this has happened to me with Uhaul. They do NOT honor their reservations.

Review: I recently had an unexpected vehicle break down . I was hauling a trailer and my brakes went out on my vehicle before getting to my home . I broke down in Montgomery AL and Live in Pensacola FL . I got safely to parking lot off exit at [redacted] and dropped trailer I was hauling , I found up the road there was a [redacted] repair , I got my vehicle there . I Had no choice cause of repairs being extensive to look at other options . I had U-Haul in past . I called 800 # and explained situation about hauling trailer and needed to get it to FL . They researched my trailer and what I needed and found location in Montgomery AL , I called local office to verify trailer hauling behind U-Haul rental and was again told no problem . They had 2 options for connection to U-Haul truck . I got ride from local repair facility to U-Haul location . . Got truck and was on my way , I noticed gas was at 1/3 tank , so on way got gas before getting trailer connected . I got to location where trailer was and realized it would not work ! I was not pleased to find this out . I Immediately returned to location and explained , The same employee said Hmm well have worked . He didn't know what he was talking about and mislead by U-Haul company or not trained well . He said I can reverse rental but not gas I put in . I said I was mislead and wasn't going to accept being out $75 for gas for them ! Ever since I have been ignored and created issues cause I had to get different rental from different company (Enterprise ) great Company !!! They told me it would be put back on my credit card within 3-5 days ??? It was taken out of my account the minute he swiped for U-Haul rental . I'm on disability and don't have credit to play with for days . I finally got rental reimbursed . But was told and never got call back about Gas I put in Truck , Tired of Games !! at least call customer back instead of ignoring . Enterprise was surprised U-Haul was this way . I returned Enterprise rental and deposit they had returned was on My card .

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

Encountered 2 over drafts due to U-hauls poor service and lack of customer service response's , They told me I would be receiving ?? Never did have record on phone (missed and received calls) and also sent e-mail to U-Haul customer service and received no response to this day , for 3 to 5 days response and today 13th ?? If that's there customer service response CEO needs to get involved ! Cant believe technology today they cant do this . SAD ! NEVER USE

Business

Response:

July 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $75 for the fuel. The check was mailed on July 8th from our Phoenix office.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 01/09/16, I rented a 17 ft cargo truck from your [redacted]t outlet. I was told it had a full tank of fuel. Contract says it was a full tank. The gauge in the truck read that it was a full tank. Some hours later, after loading and unloading, and only 12 miles of driving. The gauge read that the tank was only 1/16th down from full. I refilled the tank. It took 8.4 gal. of fuel. I have a receipt for the fuel with date and time, and the cost of $17.80. Total trip was only 16 miles.Desired Settlement: A refund of $15.00 I feel I overpaid.

Business

Response:

January 18, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Bill B[redacted] our GM for our U-Haul Moving and Storage at [redacted] followed up on the information Mr. [redacted]rovided. He informed our office he contacted Mr. [redacted] and issued a refund for $10.00 back to his [redacted] Card account on January 14th. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: We booked our truck two months before our move with their guaranteed booking. Two days before our move Uhaul left a voicemail stating a truck was not available for us and if we wanted we could pick up a smaller truck 3 days later from a different location which was a 5 hour drive away (10 hour round trip). This completely left us without transportation for the weekend of our move and we had to scramble to make alternate arrangements.Desired Settlement: I would like this to affect their Revdex.com score rating and have them remove the "Your equipment reservation is guaranteed!" or any similar phrases from any and all advertisement.

Business

Response:

July 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual reservation.

[redacted], our Traffic Manager for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced and for the shortage of equipment in the area they were moving from. Ms. [redacted] assured her she would follow up further on the information she relayed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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: The U-haul on [redacted] purposely and unjustly scammed me out of $59.60. On May 23, 2015, I rented a 17 U-haul truck from 1PM to 9PM for an agreed upon and paid for price of $122. The mileage used was the mileage paid for, and I paid for the gas as required. You are required to fill up the gas tank to the same spot that it was when you picked it up. In my case the gas was a little under of a tank full when I picked it up initially, and I filled it up to this level upon returning the vehicle at night. No one was there however to verify this until the next morning because the store was closed.This U-haul was closed however, when I returned the truck. This was known to the attendant and he told me to park the truck under the tent and drop the keys off in the lockbox because no one was working after it was closed. I did this verbatim as requested.The next day however, I received another charge on my credit card for $59.60. I inquired about this and I was told that it was due to fuel charges because I hadnt filled up the tank to a little under as it was when I had originally picked it up. I DID however fill up the tank to a quarter as was the agreement. Even though I did this, they still charged me, NOT only for the tank, but for an entire tank of gas!!! So not only did they screw me because I had already filled it up a quarter of the way, they double screwed me because they filled it up all the way on MY dime. When I filed a complaint with U-haul, they told me that the store manager would get back to me in 2 days. This is day 4 and I have still heard nothing from the manager. Because of this, I can only attribute this to their being wrong and not wanting to admit it. I recommend to never ever do business with this U-haul. They will scam you out of money and the workers there are totally incompetent and unresponsive. Go to another U-haul in the Capital District, run by honest people instead of crooks! I am requesting that they return my $59.60 to me ASAP that they stole.Desired Settlement: I am requesting that they return my $59.60 to me ASAP that they stole. This was unfairly charged to my credit card. I need my credit card to be credited this amount ASAP.

Business

Response:

June 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted] - Thank you very much for the reply and the information / documentation. The 17' rental trucks have a 48 gallon fuel tank. They would typically get around 9-10 miles per gallon, but most people driving them drive them as if they were cars, expecting to accelerate at the same rate they would in a car. 13.3 is not unreasonable. I can assure you that it is never our intent to rip anyone off as not only does none of this money go into any local pocket, but, treating customers poorly surely would not have us celebrating our 70th year this year. We prefer customers to return with the agreed upon amount of fuel, and unfortunately, some times the gauge is read before it gets to the highest point, or it was exaggerated at one point or another (there's no way to put "almost at 1/4"; into the computer system so, opinions some times mess with the math). I do again sincerely apologize for the inconveniences that we have caused you, And I have issued the credit for the $59.60 charged (copy attached). The credit could take up 3 to 5 business days before your bank applies it to your account, but it has been processed on our end. Thank you very much for the opportunity to resolve this for you, and I regret that we didn't get this taken care of much quicker and with fewer steps required by you. We do appreciate your business, and I hope we can do better for you in the future. Sincerely, [redacted] Executive Assistant U-Haul Co of [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: U-Haul has the worst customer service I have ever dealt with. I have been overcharged and they will not provide a breakdown and proper explanation.
I reserved a U-Haul truck for 9/5/15 online in Mt Pleasant for 11 am. I received an email saying I needed to pick the truck up in N Charleston. I went to the location at 10:45 and they were not open. I waited till 11:15 and called the U-Haul and they transferred me to another location in N Charleston. The agent at the 2nd location had only been a U-Haul agent for two weeks. She tried to put me in two trucks but did not feel safe in letting me have them since they were so loud. She spent 1.5 hours on the phone with customer service trying to figure out how to back out the first transaction and put me in a third truck. She did reduce my rental rate to $0.69 per mile and told me to call 1-800-GO-UHAUL and they would send me a $50 check for my troubles- fine. I finally left at 1 pm. with the smaller truck that I rented. Before pulling out, I specifically asked her if I could return the truck in Mt Pleasant since I'm moving apartments in Mt Pleasant. She said that was okay.
After moving all day, I returned the truck to the location on this complaint on 9/5 around 8 pm. On 9/5, my debit card was charged $123.30. About two weeks later, I received a letter in the mail from U-Haul saying I owed them $305.85 for the promissory note. Then on 9/22, my debit card is charged for $167.93. I called customer service and they told me to go to the agent where I returned the truck. When I went to the agent on this complaint and the territory manager, Paul Blackwell, was there. He said that the extra charges were because I didn't return the truck to the location in which I rented it but he would see if he could help me out because "I don't want your money, I want your business." He said he would look into it and give me a call. When I talked to him about a week later (after I called him) he said that he talked to the location where I rented the truck and the lady never said I could return it in Mt Pleasant. But due to the misunderstanding, he was going to split the difference and refund me $150. I was happy with that. Everything is taken care of now.
Well, on 10/10, my account was charged another $167.92 (plus $38 overdraft fee) from the location where I returned the truck. I went over there and he had no record of drafting this and told me to call customer service. I talked to them and they made notes and said Paul would call me. After not hearing from Paul, I called customer service to get his boss's number. I talked to his boss's secretary, Shiree, and Paul then called me back. He said that the balance would still be due and tried to give me a breakdown over the phone. I told him that I wasn't understanding and that I'd like to see it broken down on paper. I never received anything. After a couple more weeks, I called Shiree back for the breakdown and received the final bill via email. The final mileage said that I drove 359 miles. I added each stop I made all the way back to the drop off location and I went 24.7 miles. It also said I returned the truck on 9/2 which can't be right since I rented on 9/5. Shiree told me that her records say I checked the truck back in on 9/10. I asked to see the carbon copy tag where they show the mileage and fuel level (because I also returned the truck 1/4 tank less than I rented it with they say). I never received it. I called Shiree back this morning, on 11/13, because I haven't heard anything in a couple weeks. She said the additional charges were because I returned the truck to the wrong location and it's double the rental rate, etc. I still haven't received the carbon copy, they haven't looked at the tapes to confirm when I brought the truck back, the bill doesn't say the right date or mileage that I returned it with. It has been over 2 months since I rented this truck and I am extremely frustrated for getting the rDesired Settlement: I would like a full refund for this rental, plus the $38 overdraft fee my bank assessed. I haven't been given a good explanation and shown the actual charges since I contacted them 1.5 months ago. This is ridiculous.

Review: I called UHaul needing a truck that could haul a 8 X 8 X 4 hot tub. I made this clear and was suggested I get this particular truck. OK I said sounds good. To make a VERY long story short despite 6 muscle men we could not tilt, turn, or twist this thing to make it fit. So here it is out in the street, men on the clock, and I call to get an open trailer just to start with a [redacted], get transferred to "scheduling" , transferred to "traffic", then another person, another person, and then back with [redacted] who said someone would call me. In the meantime I ran into [redacted] MI (inside a [redacted] store) where I found a 9X5 open trailer, and here not only did he take my cash to ring up the c;losed trailer, when I told him no I needed the open trailer he then took my card to charge me without giving me back the cash (I did not know he had charged the card until I got my statement) We got the hot tub in it and began the dangerous, scary ride home that took 3.5 hours (normally 2). To this day I havnt received that phone call So we were stranded without any assistance from UHaul despite several phone calls. Horrible Experience but definatley a way to charge me so much $$ for something I could not use. Shame on them.

The response I received from my email to them outlining all this:

U-Haul Reference #[redacted].[redacted]

Jun 25

To [redacted].[redacted]

Hello [redacted], my name is [redacted]. I am the Area Field Manager for U Haul for the [redacted] location where you picked up the truck. I do not have any answers for you at this time because I am waiting to get a copy of your phone conversation as to who told you that your hot tub would fit in the truck. I need to know who is actually responsible. I will keep in touch with you when I get the answers I need. As far as being charged twice for the trailer, you need to contact the location that rented you the trailer. Their number should be on your contract. It is ###-###-####. That dealer is out of my route and I cannot help you with that. My phone number is ###-###-#### if you do not hear from me within a couple of days please call me.Desired Settlement: $185 for the truck I couldnt use (I have a truck with a ball and hitch which I would have used had I been willing to ride with the hot tub exposed over 2 hours away) then the $84 I was charged twice ($42) by the UHaul place in [redacted] MI (Inside the [redacted] store) This may have been a mistake by the guy who was working there but he got not only my $42 in cash but he charged my card as well.

I too am a busy woman and dont have to time to spend on the phone all day

Thank You

Business

Response:

July 10, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He had been in contact with Ms. [redacted] previously advising her he needed to listen to the phone conversations to confirm she was told her hot tub would fit in a U-Haul truck and that she needed to contact the U-Haul Dealer regarding her double payment on the trailer rental. More recently he attempted to reach Ms. [redacted] to obtain an alternate telephone number she may have used as he has not been able to locate a phone record based on the number documented on the contract. He has not yet received a return call from Ms. [redacted], however, for the sake of customer good faith, he is willing to issue her a refund for the amount she paid for the truck rental that she could not use.

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: There has been many problems with uHaul.

1. I placed an order for a truck and a trailer to tow my car and I had a price.

2. I was contacted to pick up my truck and trailer from two different locations.

3. the trailer location said they also had a truck so I went to pick up the truck. The price had now magically disappeared and I was asked to pay over $200 more.

4. I had too much stuff so I did get a 2nd truck.

5. I required both vehicles for 3 extra days due to the travel. The customer sevice rep told me that it was not possible and that if I did not return the truck, they would find it and tow it with all my stuff.

6. I phoned uHaul traffic and the scheduling teams and arranged that I would have the truck for the 3 extra days and the cost would be $40 per day plus tax to which I agreed and made sure that they confirmed this on their system to which they told me they did.

7. I returned 1 truck to Irondequoit and no issues.

8. I returned other truck to Victor and they tried to charge me $364 and I said I did not authorize that at all and it should be $120 plus tax.

9. The rep at the counter had no idea what to do and said he would give me a promise to pay and then I would receive a call.

10. no call was ever made and the amount with no authorization was charged to my wife's debit card which wasn't even the card used to book the truck

11. THIS IS FRAUD, we never gave authorization.

12. I never had a chance to speak and this happened randomly with no communication.

13. I had an email that said I owe the money and it would be sent to collections.Desired Settlement: I would like all the money refunded that has been paid to UHaul and am disgraced at this, it is fraud.

Business

Response:

January 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]Shawn K[redacted] our GM for our U-Haul Moving and Storage at Eastview Mall, followed up on the information Mr. [redacted] provided. Shawn advised our office a refund was issued for the difference of what Mr. [redacted] was told he would be charged. Total charges refunded was $245. 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 made a reservation to rent a 5x10 U-Haul trailer. The Uhaul.com web site showed us several locations in the [redacted] area. One location, the [redacted] showed the equipment we requested was available. We received a confirmation for our reservation. The next day, I received another email changing the equipment, the pick-up location and the time for pick-up. The location was changed to [redacted] and the trailer was changed to a 6x12. This is supposed to be a local rental, but U-Haul was sending me more than 30 miles away, with a travel time close to an hour each way. In response I called the customer service number provided by the local dealer in [redacted], ###-###-####. The customer service rep was eventually able to change the reservation back to Pottstown, and I received a guaranteed confirmation. Two days later, I received another email changing the reservation back to the [redacted] location. When I called customer service again, I was given a run around. I asked to speak with a manager and the rep. hung up on me. A return call was eventually directed to [redacted] who says he was a manager. [redacted] repeatedly told me that the guarantee was actually a preference. When I disagreed with that he told me to file a customer complaint. When I asked [redacted] to cancel the reservation to transfer me to the complaint department [redacted] disconnected the call. I then called back to make sure the reservation was cancelled [redacted] answered the call. I again asked to confirm the reservation was cancelled and to be transferred to customer service [redacted] then disconnected the call again. Another call was required to confirm the reservation was cancelled.Desired Settlement: U-Haul should not advertise or provide a guarantee if they are not willing to stand by their guarantee. As I will need to make other arrangement for hauling, I would like U-haul to pay the difference in the cost. At this time, no other company can provide a trailer on short notice. We are working on alternatives for transportation.

Business

Response:

August 25, 2015

Review: I rented this U-Haul trailer from [redacted]. Trailer didn't have any tail lights. We drove it all the way to [redacted]. Since we didn't only use it for so many weeks. We were expecting a refund. Person told my brother that we were using it for all weeks that we requested and that no refund wouldn't be issued.

Product_Or_Service: U-haul trailerDesired Settlement: DesiredSettlementID: Refund

I just want my money back.

Business

Response:

[redacted]

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

[redacted], our Executive Assistant for our SW Ohio regional office, followed up on the information [redacted] provided. He informed our office he left a message for [redacted] advising her that a refund for $160 had been issued back to her [redacted] account. The refund should post on her next credit card statement.

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

Sincerely,

[redacted] Executive Assistant U-Haul International

Review: Uhaul appears to be repeatedly and deliberately keeping fraudulent records as to customers who place orders on-line for in-store pickup. I believe that this is the case because on more than one occasion my on-line orders for in-store pickup have not appeared on the computer terminals in person at Uhaul. I believe that this has happened at least one or perhaps even more than one occasion at the location in [redacted] I have not kept an exact count of Uhaul's database errors in my memory. But it most certainly also happened at the location in [redacted] just this year. Businesses have a history of filing false police reports against vulnerable customers because businesses have, for example, tens of thousands or even millions or billions of dollars in assets to afford corrupt lawyers who will not be punished by the corrupt bar associations or corrupt Judges (according to lawyers with whom I confer). And the average person cannot afford BigLaw firms or is adverse to them. "Affirmance [of the lower court decision] would make corporate management the arbiter of one of the deepest conflicts in our society: corporate management could then enlist the aid of state police, state prosecutors, and state courts to force apartheid on the community they served, if apartheid best suited the corporate need; or, if its profits would be better served by lowering the barriers of segregation, it could do so ([redacted] emphasis in original, < http://www.umass.edu/legal/derrico/corporateperson.html>)."Desired Settlement: Uhaul needs to keep better records for online orders. The point behind this seems to be so that Uhaul can claim falsely accuse customers who place on-line orders of shoplifting. From there, Uhaul may call, say, the police in the City of Westfield, MA (who are corrupt according to lawyers) and file fraudulent police reports against minorities. This also helps Uhaul target minorities. To quote a lawyer on a similar matter, it appears that Uhaul may try to "ensnare [the customer] into a trap which might have been used as a pretext for a legal claim of [shoplifting], but [Uhaul's] trap, which was amateurish" may "not work" on some customers. In all, there are serious problems with Uhaul's on-line ordering systems. Repeatedly my orders, even though I pay for them, do not appear on the in-person terminals. This is serious because just simply one interaction with corrupt law enforcement can prove fatal. And I repeatedly do not like it how my orders do not appear in Uhaul's system.

Business

Response:

December 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Jessica A[redacted] our [redacted] for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She offered her apology and assured him she would follow up with both GM’s to ensure proper procedures are being followed locally and to prevent the situation from happening again.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

We were suppose to pick-up a truck (26-foot) from the Concord, CA U-Haul on 04/02/2016. We drove a half hour out of our way plus $5 toll to pick this truck up. When we arrived, the truck reservation was set for 10am. It was not there. The employee said it was out of their hands and the customer thought it was suppose to be back on 04/03/2016. he said there is another one on the way at 11:30am. We were flexible and said fine. That truck didn't arrive either and the customer again stated the same thing. The employee said they couldn't do anything. Now, we had help driving coming in from a hour away and had a 2 hour driving distance between both moving locations. What kind of customer service is that, stating that there isn't anything they can do? Why promise something that they cant clearly deliver on and make that mistake twice? No one has contacted me since Saturday. I went to check my bank account today and see someone had deposited $50. It was from U-Haul. $50 isn't going to cover anything. I had to hire a Budget truck for three times the amount I was going to pay to U-Haul. And on top of that, I have to hire another truck this Saturday because Budget only had a 24 foot truck, which isn't enough space for our things. I extremely dislike U-Haul, will never conduct business with them. Customer service is horrible and they don't want to deal with me. I will not recommend this business to anyone. They cant keep their promises.

Review: I was charged $6.75 for gas when I looked at my invoice. I filled up the tank with gas above the level where I received the truck initially. I have photographic evidence showing that this is the case with both the mileage and the fuel meter. I called the store location two times and have not received a call back from the manager as I requested. Additionally, they transferred me to the customer service department that could not assist. Finally, the billing department is closed. Additionally, I purchased a mattress protector that had a hole in it and caused my mattress to get dirty.Desired Settlement: Looking for a full refund of my rental of $47.48.

Business

Response:

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage or Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for the $6.75 fuel expense. Mr. [redacted] mentioned Mr. [redacted] was requesting his mattress be replaced. Mr. [redacted] need to contact R[redacted] if he wishes to file a claim. They can be reached at ###-###-####.

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:

July 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage or Chelsea, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for the $6.75 fuel expense. Mr. [redacted] mentioned Mr. [redacted] was requesting his mattress be replaced. Mr. [redacted] need to contact R[redacted] if he wishes to file a claim. They can be reached at ###-###-####.

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.

Regards,

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.

Regards,

Review: I reserved a uhaul truck for my move on Saturday 2/13/16 to be picked up at location [redacted]torage" which is the closest uhaul location to me. On 2/12/16- I received a text stated my uhaul truck would be available at a different location- stated address was blue angel road (which is farther for me to drive). I called the [redacted] storage and they told me that they did not have the uhaul truck that I had ordered available for tomorrow so I would have to go to this other location to pick up. I then called the Uhaul customer service line and asked how I would need to apply to get my $50- the main page of uhaul states "you will get the equipment, location, and pickup time that you agreed to or we'll give you $50." The lady on the phone was very rude and short with me. She kept stating I have to go to original location tomorrow and if they didn't have my truck, then I could apply for the $50. I asked if I needed something from the original location (scotty' fair mini storage) to confirm that I had personally gone there and they didn't have my truck. She then told me that since they re-reserved me at another location- I wouldn't receive the $50. I explained to her that this new location was not the "location that I agreed to." She was very rude on the phone- kept talking over me and wouldn't listen to me. She then finally pulled up the page for Uhaul where I guess it talks about guarantee- she stated "you only can get the $50 back if you talked to a uhaul associate and both agreed upon a location and then they don't have the uhaul at that location." I questioned her "so I can't get the $50 guarantee because I made my reservation online and didn't call on the phone to make my reservation and 'agree on the phone with a uhaul associate regarding location'?" she said yes. I believe this is false advertising. I picked a location several days ago, they now don't have my uhaul so I have to go to a location that is farther for me.Desired Settlement: I would like my $50 as your (uhaul's) guarantee states I would get

Business

Response:

February 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Shannon O[redacted] our Executive Assistant for our Southern [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Ms. F[redacted], We have reviewed your complaint and you were definitely entitled to the reservation guarantee. It applies to all scheduled (or agreed) reservations. some reservations are not able to be scheduled when first made, until we contact the customer, but this did not apply to yours. we apologize for the miscommunication on our part and will make sure to clear up any confusion that the employees you spoke with have about this program. The funds are being applied to the credit card that you paid for your rental with. if we can be of further assistance, please feel free to email or contact me at the numbers below. Thank you, Shannon O[redacted] U-Haul company of southern [redacted] Office: [redacted] Fax: [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

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: Reserved a truck from this company. They call me less than 24 hours before the rental and say they do not have any available.

I called the company on 5/27/15 to reserve a truck on 5/30/15 as I am closing on my house 5/29/15. They gave me a confirmation, took my credit card and she gave me all of the details of the pick up. I received a call today 5/29/15 (less than 24 hrs before pickup) that the rep never reserved my order and I do not have a truck for my move. I tried to speak with the manager but they refused to give me a manager. I got hung up on 4 consecutive phone calls. I have no way to move my belongings tomorrow so I am going to have to pay extra to stay in my current residence.Desired Settlement: I need a truck issued to me before tomorrow 5/30/15 or I would like uhaul to have to pay for my extra expenses that I am going to incur.

Business

Response:

July 6, 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 Coastal [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] on June 29th requesting a return call to personally address her concerns but has not received a call back. He can be reached at [redacted] or direct at [redacted] and his email address is [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

Review: I rented a truck from Uhaul Corp at the [redacted], ** location. I was rushed through a sales pitch and was not given the keys that where promised me per contract. I'm 100 percent disabled and can barely walk. My family and I loaded the truck and locked it to secure our belongings and the truck I was responsible for. Turns out they mistakenly gave me the spare key and not the keys I signed for

I called customer service after hours and they wanted to charge me for his mistakes. Now he is charging me for extra 200% more than I had to spend. He took advantage of me and rushed me after I told him I am a single and disabled mother of 2 children (1 who is autistic). Please help this is not fair. He is even saying the lock was put on by me, but the truck has it welded on. He is avoiding accepting responsibility for his employees mistakes.Desired Settlement: Refund the money they took from me based on their mistakes.

Business

Response:

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. She informed our office that our GM of our U-Haul Moving and Storage at [redacted]. and [redacted]., contacted Ms. [redacted]. The Promissory Note for $423.13 has been cancelled. A full refund for the rental will not be issued due to the fact the U-Haul truck was returned dirty, low on fuel, and returned to the wrong U-Haul location.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, [redacted] was in contact with the manager of the Uhaul on [redacted] and [redacted] as well, [redacted]. He is the reason this complaint had to be made. He was very rude to me and also not very eager to listen to his customers when they have talked to other customer service representatives and also other store associates like the store I took the Uhaul truck back to, [redacted] and [redacted]. I was in contact with a customer service representative on November 3rd and November 4th. On the 4th, the representative informed my boyfriend who was speaking on my behalf that he had been on the other line with [redacted] and that Everything was taken care of and I would not be charged anything for my trouble. Just please bring back the Uhaul truck to my closest location when I was finished with it and to please accept their apologies. The Uhaul truck was in no way dirty and since I wasn't going to be charged per them and with all the problems I had because I was given poor service when I was there at the [redacted] location on the 3rd and given the incorrect set of keys. I didn't feel it necessary to fill it with gasoline. And, if they want to charge me for gasoline, that's fine, I do not have a problem being charged $20 for the gasoline, I have a problem being charged the $130 for all other things which I was told was never going to be charged to my account. Thank you for taking the time to help me with this matter. I am disabled with 2 children, 1 also with a disability. I don't have the capability to handle this all by myself.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed Ms. [redacted]’s recent comments to your office. She relayed that our GM waived the cost of her Promissory Note of $394.13 already. The total would have been $622.86 if Ms. [redacted] paid the full amount she owed. The due date on Ms. [redacted]’s contract was November 3, 2014 but she did not return until November 7th. She returned the truck without fuel, to the wrong drop off location and did not get charged the additional days she kept the equipment. We only collected for one day rental, which came to $129.72, when in fact the total should have been $622.86. Ms. [redacted] reiterated that no further adjustments will be issued.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 originally filed a Revdex.com complaint, [redacted] on this matter on Oct 29th. I'll attach the original complaint later. I was assured by Uhaul, both through the phone, in Voicemail, and through the Revdex.com that I would receive a refund of $1250.00. I have only received $250 after over a month of waiting. I have reached back out to U haul and they refuse to call me back which was a portion of my original complaint. I would like a full refund now to make up the interest lost on my card due to my waiting. Their lack of customer service, follow through, and communication is disheartening. "I rented a 26 ft. truck from Uhaul in Louisiana to drive 22 hours to Arizona. After three hours the truck left me stranded on the side of the road at 0300, 15 October 2015. I notified Uhaul of my situation and was told I would get a phone call back. This returned call took over an hour to receive after calling back multiple times. The roadside assistance called back and said the technician would be there in 90 minutes or less. After two hours, the technician showed up. The tech showed up and fixed the trucks issue and I was on the road over 6 hours after my initial call. The technician also mentioned that he could tell this truck had issues in the past concerning the same thing that left me on the side of the road. His resolution was to bypass the AC compressor and install a shorter belt. This left me with no AC for my entire trip to Arizona. About 94 miles later my truck broke down again with the same issue. I called Uhaul again and was promised multiple calls back by different employees and only received one from the last lady I talked to hours later. I was stuck with no AC in 90 deg heat with no one who would answer my questions or call me back. Finally I was able to speak with someone who sent a tech out about 90 minutes later. The tech fixed my issue again but as soon as I took off the truck broke down." I've waited over a week to receive a call from Jodi in regards to this issue.Desired Settlement: I would like a full refund for my trip. The phone number under the contract is [redacted] and the name it is under is [redacted]

Business

Response:

December 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted] whose name is on the rental agreement.Pam A[redacted] our Executive Assistant for our Southern Louisiana Regional Office, reviewed Mr. [redacted] recent information he provided. She advised our office she left a message for Mr. [redacted] explaining the original refund for $1,000 on October 30th did not transmit and for the inconvenience we caused, she included an additional $200. She issued a refund for $1,200 today, which should post on his next Visa credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[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: Shortly before closing I was accompanied by an adult male and picked up a Ford Box truck Sept 27 2015. On the way home, I noticed the brakes released after coming to a complete stop which could be indicative of a problem with the antilock brake system. In addition the transmission hesitated, and the cage rattled. Upon arriving home and again at a local business, the car alarm kept going off and would not stop even when the alarm button was pushed. I called Uhaul's reservation system and asked if I could exchange the truck for a pickup as I did not trust the vehicle. The online service person told me it would not be a problem to transfer everything over and that there would be a pick up available at the same location. I was told to go to the location Monday a.m. I brought the truck back and waited outside the business for them to open at 6:45 a.m. on Monday 28th. Lot was jammed. Immediately upon entering the man, I assume manager was screaming I AM STRESSED. I said I hear that you are stressed, I was trying to empathize. He screamed very loudly about THIS mess, berating me, Told me "NOT to go there", yelled and on and on-blamed my driving, said I was being snickity. I gave him the key & contract for truck and he screamed at the top of his lungs &told me to get outside and "go somewhere and come back after 8:00". I was frightened,had nowhere to go, noplace was open, and walking is difficult& painful. It was cold &dark out. No offer to wait inside or coffee. He came out about 7:30 and pushed a folded contract into my hands &said sign here. He said I will bring the truck around. The back of truck was hidden by other trucks littering lot. I got in the truck and left. Upon arriving home I saw that the tailgate was dented and there were black circles with x marks all over the truck that said quickclaim which I showed to [redacted] who had picked up 1st truck with me. Later, I was charged for damages for a damaged tailgate that I did not do. I called UHAUL about how I was treated 10 days ago no response.

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

I will not pay for the damage I did not do& I want Uhaul to go into their video to see how out-of-control this man acted. A male that came in after me was spoken to in a cordial manner. I did NOTHING to get this treatment. I was afraid, shocked, and abused by this man whose behavior indicated he could get violent. I believe he put this bogus charge on me on purpose as I did absolutely no damage to this truck and he needs psychological care. I deserve an a

Business

Response:

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], or Executive Assistant for our Western Michigan Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the videotapes were viewed as Ms. [redacted] requested and at no time did they witness anything inappropriate by our GM at our U-Haul Center. He did not scream or yell and did not appear out of control. Mr. [redacted] relayed, as for as the lot being crowded, he stated it was a Monday morning and there is normally a large amount of equipment dropped off from the weekend. Mr. [redacted] asked his apology to be relayed to Ms. [redacted]. He also mentioned the video showed Ms. [redacted] remained in the store and not outside. She did go out and came back in a couple of times. Our GM contacted Ms. [redacted] by phone to apologize for any misunderstanding when the issue was initially addressed. According to our records, when the equipment was rented, there was no damage. However, in the interest of customer good faith, Mr. [redacted] stated he will issue a refund for the disputed amount of $150. The refund should post on her next [redacted] Card 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:

The man on duty did scream I AM STRESSED immediately as I approached the counter and he proceeded to talk in a very unprofessional tone. Apparently there is no sound on the video tapes and it is only to see any possible robbers. This man was very obviously aggressively mean and beyond rude. He DID NOT Call me and apologize at any time. I am glad that you saw me go outside as he demanded. I came back in to get warm and use the bathroom and it was dark outside. I do not accept this as any resolution what so ever. NO customer should ever be treated like I was. No human being should be treated as I was and he may be talking nice in front of corporate now, which is to be expected, but he was completely out of control. I totally will not accept this horrendously abusive treatment.

Business

Response:

November 4, 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 Western Michigan Regional Office, advised our office our President for our Regional Office viewed the video as well and did not see where our GM was disrespectful. He reiterated that he did offer his apology to Ms. [redacted], but is seems we have come to a point where we agree to disagree about the situation. As I relayed in my previous letter, Ms. [redacted] was not charged for the damage to our equipment that came to a total of $2,247.67 in repairs. In addition, our GM refunded her for the fuel. Mr. [redacted] stated he feels a fair resolution has been made and the issue will not be addressed any further.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