U-Haul International, Inc.

Review: I entered into an online contract to rent Uboxes for my long distance relocation from OH to VA. Per the online information, I would be charged separately for each step of the process & the boxes would be shipped within 9 days. The Uboxes were dropped off at my OH residence on 6/13/13 & I was charged a drop off & monthly rental fee. The Uboxes were filled with my possessions & then picked up for shipment on 6/15/13. I was informed at that time that the shipping company being used does not ship on weekends, so Monday, June 17th, an order would be processed, the Uboxes would be shipped & I would be charged the shipping fee at that time. When Tuesday, June 18th came, I had not received an email confirmation/receipt for the shipping portion of the transaction, so I called Uhaul & was informed that my Uboxes had not been shipped as originally told. The representative then informed me that a manager would be notified at which time my Uboxes would be shipped. It wasn't until the next day - Wednesday, June 19th that I received the email confirmation/receipt for shipping. Sunday, June 23rd, I called Uhaul to get an update as to when I should be receiving my Uboxes in VA & was told that they were in route & would receive a call from the Norfolk, VA location where the boxes were being shipped. Tuesday, June 25th, I called the Norfolk, VA location 2x (because my original message to give me a call that morning had not been returned) & spoke to someone who represented himself as a manager. It was at that time that I was told that my Uboxes were due to arrive in Norfolk, VA on Thursday, June 27th. I was also informed that this particular Norfolk location only ships to Suffolk, VA (my new city) on Wednesdays. At that point I let my dissatisfaction be known about the service that I had been receiving & was looking for some type of accommodation as to the length of time it had already taken & will take for me to get my possessions. I was told that maybe my delivery could be squeezed in on Saturday, June 29 or Monday, July 1st, but no promises could be made. Needless to say, that phone conversation did not end well & I hung up on the person whom I was speaking to. The morning of Thursday, June 27th, I received an email confirming that my Uboxes had arrived in Norfolk, so I called that location again to get an ETA on my possessions. I was informed that they make deliveries to Suffolk on Wednesdays & that would be the soonest that I would be receiving my possessions. My Uboxes were delivered to my residence on Wednesday, July 3rd. At that time I asked when would they picked up & was told that they would make every effort to pick them up as soon as possible, possibly on Monday, July 8th, but no later than Wednesday, July 10 (the day they deliver/pick-up in Suffolk). I received a call on Monday, July 8th from the Uhaul driver, Yolanda, who told me that her truck was down, that a mechanic was working on the truck & that she'd be to me as soon as possible to pick up the Uboxes. Today, Wednesday, July 10th at 2pm I had not seen or heard from [redacted] so I called the Norfolk location to confirm that the Uboxes would be picked up. I had to leave my name & # for a call back at that time. At approximately 2:40 pm [redacted] called me stating that her truck was still down & that she had no idea when the Uboxes would be picked up, but that I was priority. At this point, I have been beyond patient with Uhaul about their services. I had waited longer than the 9 days stated on the website for delivery & now I have waited way too long for 2 very large orange boxes to be picked up from my driveway which are blocking access to a portion of my garage!Desired Settlement: I'd like these 2 very large orange boxes to be removed from my residence ASAP! I would also like a portion of my shipping &/or delivery fee to be refunded.

Business

Response:

July 17, 2013

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

We have been informed that the U-boxes were picked up from Ms. [redacted]'s residence on 7/11/13. [redacted] the general manager of the Norfolk, VA center spoke to Ms. [redacted] this morning and apologized for her recent experience with our company.

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: When making a reservation online via Uhaul, you reserve a pop up guarantee ([redacted]) which states: "$50 reservation guarantee - When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50."

(Which I also have a picture of this that was taken from the web.)

I made a reservation for a Uhaul Pickup truck to be picked up on Sunday, July 7th at 1:15PM. On Sunday morning I received a call from the Uhaul location I had reserved to pick up the truck at advising me that they in fact did NOT have a pickup truck available for pick up on Sunday, July 7th, as I had reserved.

I called the corporate office at ###-###-#### to request the $50 owed as a result of the Reservation Guarantee, and was advised by a very rude representative that that is not what this guarantee in fact is. However, if you read the quotes above (or go through the prompts on their website at receive the pop up at that address) you will see exactly what the quote says. We are due the $50.00.Desired Settlement: I am only asking what is due to us based on their $50 Reservation Guarantee. We should be credited $50. And, after the fact, if they are not going to honor their guarantee then they should be noted as false advertisement and required to remove it.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Ms. [redacted] provided. He informed our office he issued Ms. [redacted] the refund for the $50 Guarantee Reservation Fee and asked that we relay his personal apology to Ms. [redacted] for any misunderstanding she incurred. The refund was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 17 foot U-Haul for my move weeks in advance. My move is tomorrow 6/28/13. When I made a phone reservation they told me that they would call me the day before to let me know the pick up and drop off location. I then called Monday, 6/24/13 to verify that there will be a U-Haul for us to pick up on Saturday 6/28/13 in the [redacted] area. I was told that the reservation was in place and that we would not have any problem.

I received a phone call today telling me that our pickup location was in [redacted] which is 85 miles away. They also told me that they are giving us a 20 foot truck instead of our reserved 17 foot truck. I told them that that was ridiculous. I reserved the U-Haul way in advance so that there would be one available near our moving location. I told them that we would have to pay more money in gas since this is a 20 foot instead of a 17 foot truck and that we will be spending gas in our car to drive there and back and put gas in the U-Haul to drive to our moving location. That would be a total of 255 miles we would be driving just to get the U-Haul to our moving location. They told us that they would change the fee to 200 dollars. I told them that that is not even enough of a discount to cover gas.

I told them that if we need to drive that far we would need to pick up the truck today. They said that that would not be a problem. The Streator location then called me and told me that they have a 20 foot truck available today and were expecting a 14 foot truck later today. They said no matter what there would be one of the trucks there for us to pick up today. Our family then left home on their way to Streator to pick up a truck and I received a phone call about half hour later saying that they gave away our 20 foot truck and that the 14 foot truck would not be available until 10am the next day.

I feel that U-Haul makes you wait until the day before the move for pick up and drop off locations so that you have no time to make any other plans. If I would have known that I would be driving that many miles on my own gas money I would never had chosen U-Haul.Desired Settlement: U-Haul needs to change their policy and not screw people over. I have talked to 3 people that have used U-Haul in the Champaign-Urbana Illinois area and they each had a similar experience.

There was no sympathy at all from the regional office. We are now unable to move tomorrow. I feel that they should be investigated by the Revdex.com and honestly I feel that they should be refunding us the money for our hotel reservations since they were wasted and another truck service if we can find one on less than 24 hour notice.

Business

Response:

July 6, 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 IL, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and addressed her concerns. She offered her apology and advised her of a refund for the $50 Reservation Guarantee Fee.

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: BOTTOM-LINE UP FRONT: I need Uhaul to stop pursuing me for $80.95!

I had storage in [redacted] at Uhaul, nearest to Nellis Air Force Base, located at, I believe, [redacted] I first had rented one and then another unit. This was in the March-April time frame and soon after, I was called away, out of state for family matters. Due to being away from the Vegas-area, for more than 30 days, I used the Uhaul "online-payment-system", which I actually used to pay-ahead in May, for the months of July & Aug.

I checked out of storage in N. Las Vegas 1 July and I was assured by the good people there, that my American Express credit card would be credited for the additional amount, not utilized.

However, upon receiving my next (Aug.) statement, the charges had not dropped off, so I requested a billing inquiry-AMEX disputed this charge and credited my account for the $80.95.

Now, Uhaul has begun harassing me with the help of their credit collector, "[redacted] and I need it to stop immediately. AMEX and Uhaul must have worked out the matter of $80.95 or else AMEX would NEVER have issued me a credit for that amount to my account.

Ultimately, I would greatly appreciate any relief from this disturbing matter. I am a retired Army officer and due to a death in the family that came close to my retirement, I never even had a chance to seek employment and unecessary, petty and undesirable distractions such as this continually wreak havoc in my life.Desired Settlement: Refund/drop the alleged charges of $80.95. Thank you very much.

Business

Response:

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Rick F[redacted] our President for our Las Vegas East Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and Mr. [redacted] relayed his satisfaction with the result. Mr. F[redacted] also asked Mr. [redacted] to call him direct if he continues to have any other issues. He explained Mr. [redacted] has paid in full and currently does not owe anything nor is he owed anything as well.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

Uhaul Bensalem apparently they decide to charge whatever they want and not in what condition the trick was brought back in cleans and nothing in it.. Do not use them unless you want to spend extra money for whatever they decide to tack on

Our experience with UHaul U-Boxes has been terrible. When we would call they couldn't locate our box. They told us there was only one person that worked there that could help us so we had to wait for him to come in to be able to answer our questions. We shipped our U-Boxes from MN to PA and the location they were shipped to (Via U-Haul) was not a long term storage location. Our boxes went into a shipping container, even though we were told it would be in a climate controlled warehouse. Without our knowledge, they then shipped them to a storage facility. We were still charged but stopped receiving receipts. When I called the location we left them at, we were told they didn't have them. I had to call to find them at another nearby location. We asked for the receipts dating back to when they stopped sending them and nobody could find the receipts. They sent us to corporate customer service. I talked to 2 different people and got disconnected both times. I called a 3rd time and was on hold for 45 minutes (no music, just silence) to be told the manager was able to get the receipts. When I confirmed that they would be emailed to us now on a regular basis, the answer was no! They said our stuff is at a contracted company so it's up to them! I said I wanted to speak to a manager and was told I would be put on hold and could not be sent to a voicemail. I hung up. I am appalled at the lack of organization and knowledge of the customer service representatives. This part of the company is poorly run.

Review: I picked up my U-Haul at the location of [redacted]). I was to reserve the truck for 6 days, however, since I was making such a big move to Iowa, the associate [redacted] was great in offering me 6 free days. She also offered me additional mileage. However, the U-Haul was dirty inside and out. It did, however, run smoothly the entire ride. And they forgot to give me the dolly I paid $10 for, so I had to drive back to obtain it.

On the 8th day of my reservation, I called in to ask for a different drop-off location (originally Waterloo, IA, changing to Des Moines, IA) and to ask for 3 additional days that I would pay for. At $40 a day, that totals $120. Well, the associate got it confused and quoted me $280. I thought about this for a moment, and since my reservation was not complete, she appeared to be adding up the 9th to 12th days of the current reservation (which were supposed to be free), plus the additional 3 days I was asking for, totaling $280. It took me several attempts to explain this to her. Finally she agreed.

The day of the scheduled drop-off, I called to confirm the location in Des Moines, but the previous phone associate had not changed the drop-off location. It was still scheduled in Waterloo, IA. I was able to get this successfully changed to Des Moines, IA as originally requested.

My mother and I arrived at the U-Haul location of [redacted]) the morning of 07/25/2015 some[redacted]e between 10am and 11am CST.

An associate approached me and we went over the truck. And then she told me my remaining balance is $280. I explained the situation to her and she referred me to Manager [redacted]. He was very rude to me and would not listen to my concerns about me being overcharged for the remaining balance due to an obvious mistake by a phone associate. He did appear to call his superior or someone in charge, however, before doing so, he did not listen to my complete story. Without listening to my complete story, there is no way he could understand what exactly happened. He was put on hold, and I said "I don't have the money to pay $280, and there is no possible way that is correct". He responded with something to the extent of that it absolutely looks correct, and that's probably what I'd end up paying. I said "Uh, no." Then after a few words with the person on the other end of the phone, they hung up and [redacted] said the $280 is correct.

While he had been on the phone, I drew out the story on paper. I tried going over my story once again. He listened for about 30 seconds and then interrupted me. When he didn't listen to me or let me talk, I became irritated to the point of being told never to come back. [redacted] pressed every button I have. He kept saying to take it up with the Reno store, proving he wasn't listening to me. The Reno store actually never did anything wrong. It may sound immature, but I threw a U-Haul writing pen across the store. No one was in the way or at risk of getting hurt.

Moving is stressful enough. One of the reasons for my wife and I moving was because she had recently lost her job unexpectedly. We were planning to move anyway, so that situation just expedited the process. U-Haul had already been unhelpful. Then they want to charge me an additional $160? I don't think so. I understand people make mistakes, but the reason I lost my temper was because [redacted] refused to listen to me or to let me explain my situation. All he'd have had to do is contact the Reno, NV store. Apparently the contract he was seeing appeared to show that I was only given 3 free days instead of 6. Why is the original contract not SEPARATELY available for viewing from the original? I understand due to U-Haul's negligence the whole thing looked correct on the computer to [redacted]. However, he refused to listen to me. That is what ultimately made me so irritated.

In the end, [redacted] told me to never come back. Not that I'd want to anyway. I used several expletives as my mother and I walked out. I sent my wife immediately to find and show [redacted] our original paper contract, proving him wrong, and he still managed to overcharge us by $20. This was later refunded by an associate on the phone, after a short investigation. The associate I was assisted by this [redacted]e on the phone...I believe her name was [redacted]...was absolutely wonderful. Five star service. Friendly. Everything a customer could ask for. It's too bad this service appears to be irregular with U-Haul. [redacted] never apologized to either of us. And he was rude to my wife too. He also tried telling my wife initially to take it up with the Reno store, but she got him to listen long enough to show him the original contract.

Again, I know my actions may have appeared to be unnecessary and immature, but let me just reiterate, moving services are a special area that need to be handled with exceptional care. No one likes moving. I paid U-Haul $1,413.78 total to use their services for moving and I was treated like garbage. A meaningless piece of trash one can kick around on the sidewalk.Desired Settlement: A complete refund and an unconditional apology by a corporate executive.

Business

Response:

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

Review: On June 6th, 2015, I received confirmation from U-Haul that I had rented a van and two utility dollies which was changed to a truck and two utility dollies on June 15th. I received confirmation of this change on June 15th. I was to pick up the truck and the two dollies on Saturday, June 27th, 2015 at 0900 hours. I also completed the quick check in forms online in order to expedite and shorten my time at the counter. Because these arrangements were made approximately two weeks in advance I expected the truck and two dollies to be ready for pick up. I expected the truck to be swept out with no visible dirt or debris. I expected two dollies. I expected my paperwork to be on the counter or in a drawer already printed waiting for me. I expected to show my credit card and license to the clerk, inspect the truck, and be on my way in 5-10 minutes of my arrival at the store. Unfortunately that is NOT what happened.I called the U-Haul store at [redacted] on June 27th to inform them I was off the train on 167th street and Jerome Ave walking to them. I was told No speak English. The male who answered the phone then hung up. I called back and was told [redacted] 9:00, and again he hung up. I decided to stay where I was, wait for my Daughter. We arrived at the gas station at exactly 0900 hrs. The woman who was to wait on us actually waited for other customers to walk in BEFORE waiting on us. Only one customer walked in, she took care of them, and then was forced to take care of me. She walked away from me twice without completing the paperwork for no apparent reason. She informed me that she did NOT have any Dollies for me.She finally completed the paperwork handed it to me, then picked up a broom. She walked with me and my daughter to the truck, opened it up and began to sweep out piles of leaves and other debris. This woman absolutely positively knew the truck was dirty, filled with leaves and other debris.Desired Settlement: After about 5 minutes of this I stopped her because it was 0925, and I was to meet the moving men at 0930. Obviously, this was not going to happen! I called the moving men to let them know I was on the way. I had a 15 min grace period, but was not going to make that either.I arrived at my building at 0950. I had approximately nine boxes to move, but without dollies this was going to be very very difficult. I began to look for the Super of my building to see if he had a dolly. He was located at 1020 hrs. He had a dolly and he let us borrow it. We began the move. The move was completed, and the truck returned BEFORE 12 noon. The problem, I was charged an extra $60.00 for keeping the moving men beyond the agreed upon time. In addition, I had to finish sweeping out the dirty truck. I do NOT pay to be treated in this manner. U-Haul does NOT get to take money from me in this manner.

Business

Response:

August 18, 2015

Review: I reserved a truck from u haul, they called me four days from my pick up date, told me they changed reserved location and I didn't have all days reserved. This situation puts stress on my family because we are moving and now have no truck. Customer service was horrible and they said cancel is pretty much my only option. [redacted] is the manager at the [redacted], NJ location. This shows how big companies take advantage of people and something should be done about it.Desired Settlement: Someone should look into how they are running there reservations.

Business

Response:

August 20, 2015

Review: The company over billed me for gas which was already paid for. They billed me late charges even though the vehicle was returned early.

I rented a 26ft U-Haul truck on the morning of Saturday, June 6, 2015 at the [redacted], NH location. I paid for and was contracted to return the vehicle by Sunday June 7th, 2015 at the [redacted]., [redacted], NH location. My husband and I returned the truck to the [redacted]. location on Saturday, June 6, 2015 by 10:30pm. We stopped at [redacted] in [redacted], NH immediately before we dropped the truck off and filled the tank with gas. I kept a copy of the receipt. I also took photographs of the vehicle when we dropped it off. The vehicle was locked and the key placed in the designated drop box. Upon receiving my credit card billing statement, I noted U-haul charged me an additional $149.00 on June 8, 2015. I contacted U-Haul to find out why I received the additional charge. U-Haul told me they charged a late drop off fee and they charged me for gas. I reported to them that I dropped of the truck on time and filled the gas tank immediately before returning it. The customer service rep I spoke with stated, another service rep would contact me within 2 business days to review my complaint. No one returned my call, so I called them again. This time the customer service rep said they hadn't credited my account, so she would transfer me to a manager for help. Upon transferring me the phone went blank and no one called me back. I tried calling again, but could not get a response. I would like some assistance with getting reimbursed as U-Haul has failed to respond.Desired Settlement: I would like to be reimbursed for the additional charges I was improperly billed.

Business

Response:

July 21, 2015

Review: Hi,

I live in Sharon MA. I went to Norwood U-haul store to rent a truck to pick up patio set from my friend. I asked for price/quote, in total I need to drive 170 miles. the customer service person said, they would offer to rent at $80 for first 100 miles and $0.40 for additional miles. I rented the truck (contract # 86167889) at 6:45 pm on 4/27/16. Since it was closing hours the person hurried me out to pick up the truck. I returned the truck back at 10:30 pm on 4/27/2016. I got a bill for $201 dollars which is $0.99 per mile for 170 miles. This is violated against what the customer service guy told me. I spoke to store manager, she is not willing to accept it and charged my credit card $201.

I am totally frustrated by this. Please file a complaint against bad business ethics against u-haul.

thanks

Ravi ArumugamDesired Settlement: I want u-haul to correct their practices to make sure customer service person explains contract to the customer, so other can know how much it costs for rental in advance. So there will not be any surprises or extra charges.

Business

Response:

May 5, 2016 Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Ramon M[redacted], our President for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. Mr. M[redacted] relayed there was miscommunication with the rate for the truck Mr. [redacted] rented and issued a refund for $73.63 as an adjustment on his rental. The refund should post on his next Master 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, Maria P[redacted] 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 u -haul on July 3RD to july 6th 2015 from the Atlanta site in conyers,ga on dogwood DR. it suppose to had took only 12HRs to drive there but took us til Monday july the 6th 3am cause the check engine light on and the truck wouldn't go pass 60mph through traffic and up hills and I wasted hundred of dollars in gas. the car dolly lights did not work, I had to go back to U-haul two times in the rain, they gave me fusese and told me to work on the truck if it breaks down or the switches stop working. It leaked tons of water under the trucks. And it had graffiti gang spray painted all over the truck my wife cryed the whole way from georgia to texas about how horriable it was to rent from U-haul. I would like to be reimburst for my trip and getting pull over by the cops for your car dolly hitch lights not working on the freeway my contract number is# [redacted].

I keep calling and calling and calling leaving messages and no one has yet to call me about this [redacted]er.

they are ignoring my calls and hanging up on me. I'm Mr [redacted] @ ###-###-####Desired Settlement: reimburst me and my family for sitting on side of road and my wifes pain and sffering

Business

Response:

July 17, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Georgia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul Moving and Storage of Conyers, [redacted], left several messages for Mr. [redacted]. He found no calls into our Emergency Road Assistance line from Mr. or Mrs. [redacted] and the U-Haul equipment was returned within the allowed number of days and miles. A refund for $100 was issued to them by check for any inconvenience they experienced during their move.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this [redacted]er 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,

Review: My wife and I moved from Rhode Island to North Carolina recently and had an absolutely horrible experience with uHaul, their representatives at the pick up location (RI) and a District Manager (Steven). It all started when I looked at the cost of a 15" Moving Truck, one way from RI to NC, an auto transport, insurance coverage on both the truck/auto transport, 1 dolly and a dozen moving pads. We looked everything up online and had a quote of $1670.00.

Having had issues with uHaul in the past I asked my wife to call the 1-800 number to speak to an actual person and ensure that was the price and that everything would be at the location on the day of our pick up. She did and was told the price online is the same as when you call and that the price would be $1670.00 total for everything listed above. We received a call the day before our pick up and learned we would be given a free upgrade to a 20" Truck (didn't want).

On the day of the move we looked online and saw that everything listed above was now $1380.30 (with tax). We went to the pick up the truck and was charged $2168.89! The guy had no clue how to correct it, enter in information (kept calling people for help on phone to work the PC) and told us to call 1-800 number after drop off to have them fixed. The auto transport was hooked by the rep wrong and ripped off the ball/hitch 3 times when the car was attempted to be loaded (almost damaging new car). Only to be told "we should be okay the 4th time". New car, no way. Did not take the auto transport and had to put on over 900 unexpected miles and wear/tear of new car to drive down separately (wife in new car, me in truck). We got the auto transport and insurance refunded and the 3 extra dollies we were charged (who needs 4, seriously). But we are still left with the overage in rental cost and no one will credit us back the money. Should have been $1380.30 with tax total but instead paid $2168.89 - $257.87 auto transport refund = $1911.02!!! That is a 530.72 increase we want back!Desired Settlement: We want uHaul to refund the difference for what we should have been charged. The District Manager (Steven) told us the prices change daily so too bad. This does not matter as the day we picked up the truck the price was clearly listed online (same online or over phone) of $1380.30 with the 7% tax included. Not our fault the rep didn't know his job and how to enter the correct price nor safely hook up the auto transport. Now I have a new car with chips and dings from driving the 900+ miles solo

Business

Response:

April 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Mr. and Mrs. [redacted]. Tom Snell, our Executive Assistant for our Rhode Island Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our Traffic Manager reviewed the online price of equipment on the actual day of dispatch. The rate was lower than the quoted reservation previously made. A refund for $581.50 was issued as an adjustment and should post on their next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Consumer

Response:

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

Regards,

Review: On 10132013 I returned to my home from the market and noticed the side of my house closes to the alley fence and bricks were all broken up. As I was observed the damage my neighbor grandson came to the door and said " [redacted] a u-haul truck did that damage; they hit the fence broke the bricks got out the truck untangled the fence that was entwined into the wheel and went down the alley. I went walking around the neighborhood and noticed a u-haul truck on [redacted] Ave tag number [redacted] working out of a house at [redacted]. I called the u-haul company and made the complaint. They instructed me to contact police and get a police report. Then call them back and file my claim. I contacted [redacted] claim adjuster II who advised me of a new adjuster name [redacted]. In December 20141 received a call from [redacted] offering me 500.00 dollars to close this case. I refused and I haven't had any help with getting my property fixed.

Business

Response:

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], a Claims Adjuster for [redacted] Insurance Company, followed up on the information Ms. [redacted] provided and sent her the following email in response:Good morning Ms. [redacted], I have received notice of a Revdex.com complaint you have filed with regards to the above referenced loss. I have reviewed our file as well as your complaint. I attempted to contact you today to discuss the resolution of this matter at ###-###-####, I did receive your voicemail, but unfortunately, your mailbox is full and I was unable to leave you a message. As we have previously discussed, the main issue that arises with regards to your claim stems from the fact that some of the damages being presented were not related to this loss. Our investigation was able to uncover photographs of your property on line that were taken prior to 10/13/2013, which clearly show the stone wall in question as already damaged in the same manner as the photographs you provided. The damages to the chain link fencing that runs adjacent to the stone wall is being claimed at a full value replacement for 13 linear feet of fencing as well as all posting and other related hardware. This was also found to be beyond the scope of any damage that may have occurred as a result of contact with the claimed U-Haul equipment. Therefore an offer of resolution was presented for $500.00 as an appearance allowance. We did increase this offer to $750.00 in our conversation of august 27, 2014.. In an effort to resolve this matter in good faith, U-Haul has agreed to offer you the full replacement value of the chain link fence in question per your estimate of repair - $1,175.00. The damages to the stone wall have been denied as prior, unrelated damages to this loss. Please contact me as soon as possible to confirm your acceptance or declination of this offer. If you would like to discuss this matter further, please contact me directly. You may also simply reply to this email if that is a more convenient means of communication for you. I look forward to your response and the resolution of this matter. Sincerely, [redacted] Claims Adjuster II [redacted] Insurance Company [redacted] ###-###-#### Fax ###-###-####Ms. [redacted] replied to Mr. [redacted]’s email relaying she will accept the settlement he offered.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I contacted UHAUL via online chat because I was overcharge on the mileage for a rental truck. I had spoke with two different representatives and they told me that someone from the office would contact me. Upon returning the truck I had paid $94 and some change but for some reason UHaul is still charging my credit card as a reoccurring payment for some unknown reason. I have filed complaints against them to have my money refunded from the reoccurring payments through my bank but they are still charging my credit card without my permission.Desired Settlement: I would like UHAUL to stop charging my credit card and send me an itemized bill as to why they feel the need to charge my credit card without my permission.

Business

Response:

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he has attempted to speak to Ms. [redacted] and has left messages at two separate numbers but has not received a return call. Mr. J[redacted] found no discrepancy with the mileage on the truck Ms. [redacted] rented. The outstanding balance was put on a Promissory Note for $34.94 plus a $30 Service Fee, thus the extra charges applied to her credit card. 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:

Noone from the Uhaul office has called me or left any voicemails. Im not sure what number he or she is calling but I will leave my number so he or she can really call me. My number is [redacted]. I will also be filing a complaint with my bank as fraud and have that money refunded.

Business

Response:

March 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Robert J[redacted], our Area Field Manager for our Northwest Dallas Regional Office, followed up on the information Ms. [redacted] provided. He advised our office he made attempts again to reach Ms. [redacted] as he did on March 4th but the call goes straight to voice mail stating the Google subscriber is not available, please leave a message. He relayed Ms. [redacted] is not answering her phone or returning his calls. The balance due for the rental could not be charged to her credit card, therefore, it was put on a Promissory Note and sent in for collection. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I paid for a van rental for one day at the [redacted] U-Haul location in [redacted] on 2/4/2016. My charges were supposed to be for (1 day Rental, 1 day of Insurance on the Rental and mileage for that one day of the Rental). I discovered that I had been charged for 3 Days instead of 1 Day.

When we immediately called to let the U-Haul rental location know of this error, the woman there said she hired a new person and that's where the mistake came from and that she would take care of it. There was no call back to me, no correction of the charge was done; I checked my bank account. This caused my account to be overdrawn and I incurred a $34 overdraft fee. I called the U-Haul rental location again, and spoke with a man, who said he would leave the message for the woman and that she will call us back when she gets in and gets the message. Still no call back from that U-Haul location. I had to call back again, and finally got to speak with the woman. She said she would have it taken care of. Again, she said she hired a new person. I explained that this mistake has now caused my account to have an overdraft fee of $34.00. She said she would call me back. Again, no call back later that day, no call back the next day either. NO call back at all from U-Haul up til today, from Feb. 5 - 11. My calling did not yield any results to get this excess charge reversed, and the overdraft charge caused by this excess charge.

This matter has gone unresolved, and it's like the woman at the U-Haul could care less of the mistake that has caused me problems with my account.

I then called the U-Haul main office, who said I would get a call back within 3 days. Since, the promises of 'call backs' seems to be the response, I decided to get more help instead of all these phone calls that I am making.Desired Settlement: I would like for U-Haul to refund my account for the overcharge and the bank overdraft fee.

I would like for U-Haul to send a corrected receipt for the Rental Contract.

Business

Response:

February 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for customer Mr. [redacted] Our Eastern New York Regional Office followed up on the information Ms. [redacted] provided. I was informed a refund for $74.50 was issued back to their Visa account on February 13th along with an additional refund for $10.50 issued today. Both refunds should post on their next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

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,

M. [redacted]

Review: last year a girl I was acquenticed with asked for a ride to uhaul because she was moving. I gave her that ride to help her children. as she was a single mother and was getting evicted from house in hampden ma . Upon getting to uhaul she said she couldn't find her license and to rent the uhaul to get her things before they were thrown out she had me use mine to rent the truck. She paid the up front cost with cash. she gave them her debit card. I thought all was fine until I went there to rent a truck and was denied. The girl returned the truck late and now owes them almost $500. well not knowing that I was responsible for that truck and any fees I'm now held responsible..I want my name cleared from that and the girls name on the debit card held responsible. I was used and induced to believe that she wAS responsible for billing etc of truck.Desired Settlement: I want my name cleared from them as owing them money. I do not owe them money. She will not return my calls and I have made several attempts to get ahold of her as she also stole my debit card and other things

Business

Response:

February 26, 2016 Revdex.com ID#: [redacted] Thank you for forwarding Ms. [redacted]s concerns to our office. Unfortunately, from the information Ms. [redacted] provided, we were not able to locate a contract or an E-Alert match. Katelinn K[redacted] a Senior Customer Service Agent, has been in contact with Ms. [redacted] by email requesting additional information in order to research her concerns further. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: We rented a U-Haul on 5/29/15 and returned it the same day. We received a bill for $50. for a late return. Called 3x to dispute and no retuned call.

We rented a U-Haul on 5/29/15 to move our [redacted] office. On the confirmation sheet it stated that we had 24 hour to return the U-Haul. We moved our [redacted] office and dropped off equipment to [redacted]. Filled the tank and returned the U-Haul truck the same day to the U-Haul located at [redacted] con our credit card, we were charged an extra $50.00. When I called to see what the charges were for they said it was because the truck was returned late. I have called the [redacted] location 2tice asking to dispute these charges both times I was told that they would send an email to the manager and ask them to call me back to discuss. On the 3rd call I was told from the Customer Service department in [redacted] that I they would email the district manager and have him call me back to discuss. I told them that I had already left two message with the manager and had not received a call back yet. They told me that they would send him an email stating that this was my 3rd call and that I had not received a call back yet as well as transfer me over to the manager. When I was transferred I was greeted by the main person answering the phone who said she would have to take a message and would send him an email. I asked if the manager was onsite because at this point if I did not get a call back my next course of action would be to go there to have these charges removed. There has been no response from the manager regarding theses charges being removed or disputed.Desired Settlement: I would like to have an opportunity to speak with whomever can make the adjustment to the billing for the $50.00 as the truck was returned the same day at that location and should NOT have accrued late charges.

Business

Response:

July 2, 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 rental agreement.

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent the following email in response:Dear Ms. [redacted], I apologise on behalf of the [redacted] location for any inconvenience you experienced. I have reviewed your concern and noted that the contract was closed out past the time it was due back so the program automatically charged the extra rental period. I have refunded the total of $57.60 back to your credit card. You will see this on your statement within 3 - 5 business days per federal regulations. Thank you for bringing this to our attention.

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 went to pick up a truck in Bisbee AZ. I was told I would not be allowed to take truck due to a $550 balance owed from an in town rental in Las Vegas, NV. When I called Uhaul collections, the agent stated that the burden of proof was on me to prove identity theft, yet they didn't have to show rental took place. I then called Uhaul corporate, and when I asked for a rental agreement all they could give me was a return slip without signature showing what the charges were. If it was an in town rental 345 miles seems to be very excessive for running across Las Vegas. The address used on the slip appears to be in a residential neighborhood in Vegas, and telephone number doesn't match any number I have had previously. My license according to Uhaul expired in 2012, however Arizona licenses expire on the 65th birthday, for me being 2038. I have not been able to get any rental agreement to see signature or anything to show that this rental happened. At the time of rental, and from my birth in 1973, I had lived in Camarillo, CA or surrounding cities in Ventura County, moving to Tombstone, AZ in August of 2010 using a [redacted] truck to move. I did look into getting a Uhaul for move to Tombstone from Camarillo in June and did give them some information, however used [redacted] since they would give unlimited miles. They required me to fill out a claim of Identity theft with my local police Department, however nothing else has ever come up to suggest a possible Identity theft fraud.

Also in the 5 1/2 years since this rental, this collection has never been placed on my credit report, nor have they attempted to contact me in regards to taking care of this matter.

This debt caused a full day setback in regards to my move, and almost cost me my new job in Laughlin, as it put me a day behind schedule on the move.Desired Settlement: I want them to remove the balance supposedly owed, since they have not been able to show rental agreement showing rental really exists. I should not be required to pay for a rental that I did not use. Someone could have used my info in their system since I did provide some info for a rental, before deciding to use a competitor

Business

Response:

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] states his contract was not able to be completed and for this reason we are unable to provide a copy of the contract. Mr. [redacted] was advised he will need to file a police report for fraud. Once the investigation is completed by the police, Mr. [redacted] can forward the final report showing they are a victim of identity theft and his name will be removed from E-Alert, which will allow him to rent 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

Uhaul wants me to file a police report on this item. I requested a contract with a signature from them per my local police department, yet they have not been able to respond. My local police department asked why they want me to file an Identity theft report on a rental that they can't prove exists. Without a rental agreement with a signature I am unable to provide the Identity theft report they request. So they are unwilling to help me to resolve this issue. Uhaul has a number of discrepancies on there that show I was not the one who rented the truck. Examples include my Arizona drivers license has always had an expiration date of 2038, age 65, but their records show 2012. Arizona has all drivers expiration at age 65. Second the phone number does not match any number I have had. Third example the record shows a local rental in Las Vegas , but the mileage was 428, which is way to high for an in town local tow. So I can not proceed with their direction of filing a police report without a signature contract. So until Uhaul is able to provide that we can not move forward.

Business

Response:

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Representative, reviewed Mr. [redacted]’s recent comments. She sent him a copy of both his dispatch and return contracts per his request.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We rented a U haul truck for a move from Murrysville, Pa to Bradenton, Fl. When we picked up the truck there were wiring issues and a trailor hitch that was malfunctioning and had to be delivered to us later in the day. Whe stopped in Mt. airy North Carolina for gas and realized there was smoke coming from the back of the truck. My husband pulled the truck away from the gas pump. The smoke continued to rise from the cargo area in which there was a fire . We opened the back of the truck and smoke came pouring out. He shut the door of the truck and got a lawn hose from behind the gastation and tried to contain the fire. We called 911 in which the fire department came. By that time the fire had blown through the roof of the truck. The fire department hosed the truck until the fire was out. My belongs of 46 years had been destroyed! We sorted through the rubish with all of our furniture, clothes, baby books etc. were gone. It was scooped into a dumpster. There was endangerment of our lives and neglect involved. The fire department believed it was a dome light in the truck that caused the fire. I also had a four year old child who was with us. The comment from U haul was......Nobody was injured. We slept on air mattresses, had no plates, clothes, thermometer etc. We had to buy everything! This has been an exhausting and devastating experience. It has been almost three months and have only received reimbursement for the truck rental. This is an abomination of a major company! I want to make sure this never happens to anyone else. They are fortunate we weren't killed but what about the people who rent U Haul trucks everyday and are in jeopardy. Also, to have only a 2,300 truck rental compensation when you have lost everything you have worked for!Desired Settlement: Resolution of this problem.

Business

Response:

October 22, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our President for our Pittsburgh Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office their claim is still an open claim with [redacted] Insurance Company. Refunds totaling $2,475.16 were issued back to their [redacted] account in the interest of customer good faith on August 26, 2015. Mr. [redacted] relayed that while the cause and origin of the incident are still being investigated, a good faith resolution offer was previously made and was refused by our customer. He added this is an open and active claim and is currently being handled through [redacted]. We will continue to work toward 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

Dear Revdex.com,I have never spoke with [redacted]. We never have refused anything. They have reimbursed for the truck rental, that is correct. The refund for the truck was about $2,400. We have not received any compensation since then. We used air mattresses to sleep on and had no furniture, clothes, towel, etc. We had nothing! I am sure the president of Uhaul is sleeping in his bed and not on an air mattress. How do you replace a home on $2,400. I had a beautiful home with the interior contents valued at about $350,000 under my insurance policy. I was asked to compile an insurance claim. How can you remember all of the contents of an almost 3000 sq. foot home, your belongings and belongings of four children. There are also the items that are priceless such as baby books, photos and letters from family members passed, as well as kids projects over the years. Also, to be in a truck that had a fire raging inside when you are driving with you four year old son is endangerment. We stopped at a gas station and that is when we realized there was a fire. My husband tried to contain it with a garden hose from the back of the gastation and I called 911.The fire company believed it was a dome light that caused the fire.All of our belongings were taken a way in a dumpster, it was horrible. It was not for three weeks until investigators got out there and the dome light had been ripped from the truck. Unbelievable! We have many photos of the incident. There were problems when we picked up the U Haul initially and it had to be delivered later but wiring was malfuntioning. This incident caused endangerment to my family by neglect. We spent six weeks trying to compile a claim after working ten hour days and was supposed to be an enjoyable time in our lives. Everything I worked and had the last 46 years is gone. I am asking for a respectful compensation as per what I had for coverage. The company clearly isn't concerned that we had to sleep on air mattresses and don't have the funds to replace our loss. I want to make sure this does not happen to anyone else. My home was valued at 565,000 with the interior contents at 350,000. I took out this policy for that reason! Also, I have left my phone number with the president of U Haul multiple times and out of respect he could have made a call to speak about this incident, however it never happened. Sincerely, [redacted]

Business

Response:

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].Please be advised a claim for damages and/or a loss is handled by [redacted] Insurance Company, therefore, Mr. and Mrs. [redacted] need to contact their adjuster or a manager at [redacted] Insurance Company for resolution.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