U-Haul International, Inc.

Review: I rented a U-haul 12/12/2015. I received the truck on a half a tank of gas and when I went to put gas in the truck the gauge wasn't moving so instead of putting half a tank I put a full tank of gas in it. I explained to them what happened and they said they were going to investigate. But when I received the call the denied reimbursement. I don't think it's fair because if I wouldn't brought the truck back on less than a half of tank of I would of been charged all these unnecessary charges. But it's okay to take money from customers when it wasn't there fault that the gauge wasn't working.Desired Settlement: I want a refund because it wasn't my fault that the truck had a defaulted gauge.

Business

Response:

December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 1[redacted]Thank you for your concern for our customer Ms. [redacted]Steven D[redacted], our Field Manager for our West Houston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her he had processed a refund for $20 back to her Master Card 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,Maria P[redacted]U-Haul International

I have used U-Haul in the past without incident. However, I recently scheduled a truck on 2/2/2016 for use on 3/12/2016 at a "preferred location" that I have used before.

At 12:30 PM the day before (a little less than 24 hours) I was scheduled to move UHaul emails me a confirmation that my pick up location and time have been changed. I wanted to see if my truck would be available earlier so I called the location that I had been moved to to find that their phone was disconnected. I called UHaul who then moved me to a third location even further from where I live.

1. I called my original preferred location only to find that they no longer are a Uhaul dealer, yet I was able to book them on the UHaul website

2. I was notified with less than 24 hours about a time AND location change

3. Had I not called the new location I would have arrived there to find nothing the day of my move

4. I offered three other closer locations only to find that none had trucks available when I had originally tried to book over a month in advance

5. Aside from moving me to a different (and inconvenient) location the customer service representatives did not care

Review: On 7/20/15, my friend [redacted] and myself rented a U-Haul van. [redacted] wanted to pay cash but due to the type of vehicle we rented, Uhaul required a card on file. I said that we were paying cash and didn't want my card charged and reluctantly gave my bank debit card for a card on file. The sales associate was [redacted] and the contract # was [redacted]. The agreed lease was a 2 day rental with an approximate amount of $222.49 on the bill. On 7/22 I called a requested one extra day to equal a total of 3 days rental. On 7/23 [redacted] and I returned the van to U-Haul on [redacted] in [redacted]. I went into the store and found a sales associate, [redacted]. The 3 of us went out to the parking lot to check the vehicle in. Due to the extra miles and gas involved there was and extra amount of $222.49 to equal a total bill of $446.19. [redacted] pulled cash out of his wallet to pay [redacted] and I asked [redacted] if the bill was all straight and squared away and he said yes. I asked if my card would be charged and he said no. The receipt went to [redacted] as he paid the cash.

On 7/27 two separate charges came out of my bank account associated with the debit card on file. One was $223.70 and another was $222.49 for a total of $444.19, the amount that [redacted] had paid in cash. I did not notice this withdraw until 7/31. [redacted] and I went into the U-Haul rental building and asked for the manager. A man came out and introduced himself as the manager. We showed the manager the cash receipt and asked why my card was charged. We were told a trainee ran the card through as an error and he would take care of putting the money back into my account. I didn't make a note of the man's name as I thought all would be taken care of.

The following Monday, 8/3/15 I called to speak with the manager. I was told he wouldn't be in that day but left a message for him to call me. He did not return my call.

On 8/3 I went to my bank and filed a dispute of charge claim. On 8/6 [redacted] credited my account with a provisional credit of $446.19. I figured the bank had contacted U-Haul and worked out the problem.

On 8/21 my bank reversed the provisional credit of $446.19. When I called to ask why they said that the dispute department had contacted U-haul and since my card, name, number and address were on the account they said it was a valid charge.

It was a vaild rental but it was paid in cash. On 8/21 I went back to U-Haul with my wife and we spoke with [redacted] about this problem. He suggested that I speak with the store manager. We requested that [redacted] call the manager directly and the person on the other line said he would review the store video tapes in the morning and see if cash was exchanged and who took the money. We found out the manager's name was [redacted]. The picture on the business card didn't look familiar to me.

On 8/22 my wife called U-Haul to speak with [redacted] directly. He was busy and called her back. He said he needed time to review the tapes with another sales associate to see what happened on the day in question, 7/23/15 @ 2:30 pm. He gave her his personal cell number and asked her to call it if she had any questions. On Monday 8/24 my wife called [redacted]'s personal cell number and asked for a update and if he could call her to see if he had reviewed the tapes. He did not return her call.Desired Settlement: Since my card was charged in error I feel that I should be credited the $446.19 that was taken from my account. There has been much conflict at both at home and with my friend who paid cash. Much time and effort has gone into resolving this issue.

Business

Response:

September 9, 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. He informed our office he reviewed the security camera and found [redacted] never spoke to a CSR at our U-Haul location when he returned the truck. Two vehicles were waiting in the parking lot for [redacted]. Nobody got out of either vehicle. [redacted] waited a minute in the showroom as our CSR was behind the building filling propane for another customer. [redacted] walked back outside, gets the key from the U-Haul truck and walks back in and leaves it on the counter. [redacted] then walks back out of the U-Haul Center, gets in his vehicle and leaves the parking lot with the other vehicle following him. [redacted] checked the dispatch of the U-Haul truck [redacted] rented and found no cash was collected at time of rental. [redacted] will invite [redacted], if not already, to come to our U-Haul location to review the video with him and ask [redacted] to walk him through the chain of events since what we have on video does not match what [redacted] relayed in his letter to your 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,[redacted]Executive AssistantU-Haul International

Review: I rented a cargo ran. I guessed I would use 33 miles and be back in 5 hrs. I used 30 miles and was back in about 2 hrs. I we charged $80 and told the difference would be released. Monday my family got a call that my card declined another charge uhaul was trying to process. I spoke to someone at [redacted]. The Lady said they were changing me because I did not return the van. I did return the van. I told the lady I used the bathroom and would be on the camera if she wanted to check. Come to find out the uhaul person never checked the van in. Then I found out the guy [redacted] only initial ed my contract with the correct millage of 1322 not 1200. I brought the van back with 1352 meaning I drove 30 miles. 3 less then my guess. But since he did not change it they say I owe them money for driving over 100 miles. It has now been 6 days and nothing has been solved. I want my money. I should get back about $40.Desired Settlement: I want my money back that I am due. I can attach pictures of the agreement.

Business

Response:

August 6, 2015

Review: On 4/15/15 I rented a Uhaul truck to move in town. I reserved a Truck online, like I always do and at the end of my ordering it asked if I was interested in options for a storage unit in town. I was interested so I selected the size I was interested in. The next day I went to pick up the truck in the morning and I inquired about the storage unit at the same time. I was told that the unit size I was inquiring about was not available and I told them that's fine, and I found a unit with another company.

On 7/14/15 three months after renting the truck, I found that my card for the use of the rental truck had been charged $302.98 for a storage unit #[redacted] at [redacted], **. I never signed for, visited, or used a storage unit with Uhaul.

I have tried on multiple occasions to reach this location by phone and also called the haul 1800 number. Afrer hours of searching, one girl was able to find my name associated with this location. She said she would forward my information to the GM for the area named [redacted]. This was one 7/15/15. I have had not been contacted. And now, checking my email I have been sent anothe invoice for $137.94.Desired Settlement: I would expect nothing but a full refund for $302.98 that was charged to my credit card that was on file. I find it extremely disconcerting that the card I had on file for the tental truck 3 months earlier could fraudulently be charged for a storage unit that I had never signed for or even visited.

I use Uhaul truck rentals a few times and year, but this has made me a little skeptical of the practice. Please help me get this issue resolved.

Business

Response:

Thank you for your concern for our customer [redacted].Our records indicatea credit of $308.89 was refunded to Mr, [redacted] credit card on7/22/15.The credit shouldappear on Mr. [redacted] next credit card statement,Our customers are very important ro us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to ourattention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

The web site for making reservations seems to be a nearly worthless option. If you get total confirmation of a rental of a particular location and then call that location you may find that the particular item you are renting is not there and may not have been for weeks. I am tired of renting equipment and then getting a text or email stating that the particular piece of equipment I wish to rent is only available at another location and then I have to spend additional time traveling to that location and back.

This company is horrible to communicate with, bad customer service.

After renting a truck, with a terrible experience of being overcharged and double charged. This was July 6th and I am still dealing with the situation. The main office in Arizona has never returned my calls when they said they would. I even spoke with the manager, he said he wasn't near a computer to look up my contract at the time and would get back to me when he was. He took my number and I never heard from him again.

Review: I reserved a U-Haul trailer online approximately one week in advance of the date that I needed it, and everything seemed to be set. On the day before my pick-up date, I called the dealer to see if I would be able to pick it up earlier than my reservation. He instead informed me that they did not have the trailer I had reserved available, nor would they have it the next day for my scheduled pick up. I asked why I had not received an email or call to notify me of this, as I would have shown up there the next morning, expecting to be able to get started on my move. He told me that he was planning on just sending me to a different dealer who had a trailer available. I called a number of other U-Haul dealers in Edmonton, none of whom had the trailer I needed available. The closest one was located well outside the city, and would have taken me hours to make a round trip. My concern is not that a trailer was unavailable, that will happen with a large company with a lot of different moving parts. I am upset that, had I not decided to call early, I would have shown up the next morning with my building's elevator booked, with friends to help me move, and a borrowed truck, and I would have been unable to get the trailer that I had requested and reserved a week early, and would have been unable to move out of my building.

Product_Or_Service: 6' x 12' enclosed trailer

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Modification/discontinuance or

Modification/discontinuance of an advertised claim- I feel U-Haul should not be advertising the ability to make online reservations or bookings, as they appear to be meaningless and not binding or guaranteed in any way. If this was an issue with the local U-Haul dealer rather than the parent company, the local dealer should be excluded from being able to benefit from online reservations.

Business

Response:

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] and [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his reservation concerns. She offered her apology and assured him that as our website is getting updated and refreshed, we are looking for and appreciate feedback from our customers on ways to better help them in the future.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].

Regards,

Review: Rented a U-Haul trailer on South Las Vegas Blvd after making a reservation (order # [redacted]) and clearly stating that I will be returning the trailer to the [redacted], WA location. During the travel I get an email from U-Haul that states:

"Dear [redacted],

Per our conversation, I have included a link to the agreed upon drop off location to assist you in locating it. If you have any questions or concerns, please contact us at [redacted].[redacted] or ###-###-#### . "

There was NEVER a conversation of a change of drop of location especially to that of [redacted], WA that the order was changed to. That is over an hour drive each direction which is unacceptable. I do not like being lied to with the Per our conversation when one NEVER occurred.

I am really disappointed in the customer service U-Haul has provided by blatantly lying about something that never occurred. In fact I would not recommend U-Haul to anyone because of this and will be using another company in the future.Desired Settlement: Being lied to by a company or customer service rep is not an acceptable behavior from a company. I am insulted by the lie.

Business

Response:

July 21, 2015

Review: My daughter and I rented a storage at this place of business. She was giving a temporary lock to put on storage by one of the manager to place on storage and she did not purchase a personal lock at that day. That same manager told her to put lock on there and she would have to come back and put a personal lock on the storage. I went back few days later to put a personal lock on storage and there is already a lock on the storage. Some one else items are in the storage with some of my items. I went to get items out if storage and my Grandson bed was place in hallway up against the wall and other parts of bed in junk pile broken. They gave me the run around and could not tell me who place the lock on storage I was told to call a lock [redacted] so I did!! I had lock remove and come to find out that the storage was loaded with some one else items. No records on file who things that are there!! I can see some of my items still in storage that are half way decency so, why didn't they place those items out too? But now I was told I had to hand my keys over to keep us out of the storage that I have paid for. But since I didn't hand over the keys I was told they was going to place a pad lock on there to make sure we didn't take any of the other thing out of there!! Really!!! It not fair or right I have to wait until whoever come claim their items In order for me to get mines. By right I should have taken all of the items out of the storage that were not mines and sit it out like they did my things. I feel we were treated very unfair!! It may be months before this will be taken care of this matter!!! I'm not happy with this place!Desired Settlement: DesiredSettlementID: Billing Adjustment

All my money be reimburse including : to have lock remove , pay for twin bed that was broken, I have other items that I left in storage but, I'm not sure if baby crib and clothes etc. is still there.. I did recognized three items that is mines that is in that storage.

Business

Response:

July 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He explained [redacted] is the name of the storage agreement for [redacted]. Ms. [redacted] is Ms. Smith’s mother. Ms. [redacted] was given a #1 key when she moved into the unit. A #1 key can be used to open any unit. Our customer is then required to place their own disc lock to secure their unit, which Ms. [redacted] did not do when she initially moved in. We had another customer that moved in and was given a #1 key for Unit [redacted] but went into Unit [redacted] in error. All parties involved met at the U-Haul Center and will meet back again to sort out their possessions. If items are missing, they are aware a claim with RepWest Insurance Company will need to be filed.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 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 have reserve truck from U-haul month before my move and 3 day before the called me and said that truck will be waiting for me at that location 07:00 AM.The day before uhaul sent me two sms messages and and two emails directing me and two different locations and my reserved time to pick up the truck was moved to 09:00 AM and they told me either I wanted or cancel the order.That caused me lot of stress and I got sick and about to go to court.What a poor customer service.Desired Settlement: I want refund and big apology or I am going to court and then they will spend lot of money for their poor customer service.

Business

Response:

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good afternoon, We have received and thank you for your feedback regarding your recent U-Haul equipment rental. I have reviewed your rental contract [redacted] and all subsequent notes regarding the changes we made in the pick up location. U-Haul appreciates your patronage and we apologize for any Inconvenience. As per our scheduling policy, a $50 credit has been issued to you for our reservation guarantee. We sincerely hope that we can serve you better the next time you may need our services, and if I can be of further assitance, please feel free to contact this office directly.

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: It was a discrepancy with the mileage on the Uhaul rental truck. I am being charged for miles I did not do and the charges are over $300.00 which the rental was only for $29.95 plus $14.00 for insurance. I only had it for 24 hours 10am to 10:45am the next day. May 3rd, 2015 10:00am to May 4,2015 10:45am. My usage of miles ever no more than 15 max 17 miles. I believe something was entered wrong into the system or shady business on the person who I picked the truck up from. The person name it Calvin who checked me out for the rental. When I returned the truck and found out the I was being accused of racking up 329 miles on the truck and my charges was $365.00. I am disputing this because it was no way possible to do that when I had the truck parked all night and I was the only person with a key. I am not sure what they did during the first inital visit to the location but something is terribly wrong with this picture. I had spoken with several people that day at the tire shop. [redacted] from Uhaul and [redacted] at the tire place. [redacted] was no help at all. He made me feel as I did something wrong and I did not even do those miles claiming I done. I am so outraged because my account is overdrawn due to that fact they came after me for the funds and are still wanting more. Something has and needs to be done about this. I am not disputing the rental amount but I am disputing the mileage charges. That is way too much for something I know without a shadow of doubt I did not use that many miles on a truck I only had for 24 hours. I will not stop until the truth comes out and I am reimbursted for the money that was taken from me.Desired Settlement: Investigation to how they are renting out the uhaul trucks. I believe some extra and illegal activities are being done at that location and is making a bad name for the Uhaul company. I want to be refunded the money took other than the $43.95 owed to them.

Business

Response:

May 15, 2015

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms[redacted] our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed Ms. [redacted] rental and checked odometer history for mileage discrepancies and found none. He had previously advised Ms. [redacted], unless she had any other information to show why the truck odometer was wrong, he could not make any type of refund on her rental.

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,[redacted]

Review: I made a reservation for a UBOX on April 27,2015. At the time the person that helped me said that she was able to apply a discount for my 2 u-boxes and insurance. I was quoted an initial fee of $1048 to cover first month storage and each additional month of storage would be 159.99. I specifically asked several times if this quote included the insurance and everything and she stated yes. In addition I asked if the facility has climate control for my storage boxes. I was told yes not only by this young lady but in subsequent conversations with other ubox/uhaul workers I was told the storage u-boxes would be stored in a climate control facility. I found out incidentally that the u-boxes are not stored in a climate controlled facility and I was informed that I likely spoke with a represent not from the store itself but from one of their call centers and she gave me misinformation about the stores capabilities. Not only is the ubox not stored in a climate controlled area, the price of the the storage is different from my quote above. I spoke to 3 different people to confirm price as well as to get a confirmation email about the price of the ubox and verbally they confirmed the initial fee of 1048 and the monthey fee of 159.99. However I am now being told that my monthly fee is around 220.Desired Settlement: I would like the u boxes stored in a climate controlled facility as promised as well as the price quote I initially received to be honored

Business

Response:

June 28, 2015

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

[redacted], our Executive Assistant for our Central [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and was able to reach an amicable resolution. Her belongings will be delivered to [redacted] at no charge due to the inconvenience she experienced. All current charges will remain the same.

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: This is regarding the [redacted] location.

ng to my car, and driving it to my home to fill up, and bring back. I paid with two separate cards, one for products, and one for the UBox, they were two completely different transactions. Three days later my bank calls, telling me I've over drafted my account, for a $800+ charge. The man used the second card I used, for both the reservation, and the purchase. I've incurred overdraft fees. I arrive in [redacted] and begin receiving phone calls from the [redacted] location that I cannot pick up the UBox because my car is not permitted - yet I had no problem in Florida. I explained this multiple times to the woman working at the location. She continued to tell me she would call 'traffic.' 'Traffic' then called me, and I explained that I had no trouble, I had an after market hitch, I've towed UHAULS before, and even the UBox in Florida - no problems. He told me 'okay, I'll just let it be - you're all set.' So, I left to go pick up my UBox, I called twice en route, to let the woman know I was coming, as I didn't know if she needed to use a forklift to get it down. No one answered, so I left messages. 45 minutes of driving, $6 in tolls, I arrived, and the woman told me I could not take the UBox... I sat for 30-45 minutes while she was on the phone with 'traffic' who told her again I could not take the box, I went home empty handed. I came back two days later, after hiring someone to use their truck, to offload ALL my items in the UHAUL parking lot, and strap it to the truck to get it home, across a 2 mile bridge, and incur an additional $6 toll. I am livid with this experience, and want a full refund. I have contacted UHAUL, I haven't heard back a single word, I've always left 'comments' when they asked my experience was via email. Product_Or_Service: U-Haul UBoxDesired Settlement: I would like a full refund of purchase price.

Business

Response:

January 20, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Please be advised the recent complaint you sent our office for Lindsey [redacted] is a duplicate of ID# [redacted] Dominic C[redacted], our President for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided. He informed our office our GM of our U-Haul Center explained to Ms. [redacted] well in advance her vehicle was not capable of towing the U-Box and trailer. Although Ms. [redacted] insisted, we advised her we cannot allow the transaction for safety reason’s.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: I rented a truck from u-haul moving & storage of [redacted] at 6/26/2014 and I returned truck at the same day.I dropped my iphone in the truck. next they morning I got a phone call from Patricia from u-haul and she said that my iphone is in the store. I told them I am at airport for flying to California for 12 days vacation and will able to pick it up in 13 days. I also asked them if it is ok my friend go and pick up. She said ok and I gave my friend information to her. When my friend had arrived there they showed my iphone but did not give it to him. They said that they can just give that to the owner. When I came back from vacation after 13 days I visited u-haul branch and asked about my iphone. they said they don`t have that anymore. I surprised a lot and asked why. The lady said they don`t keep items more than one week. Than I wanted to talk to manager. He got my phone number and information. He said that he will check the camera and call me back. I waited for one week but never got a phone call. Than I visited u-haul again and talked to manager. He said he is so busy and could not check the cameras. One more time he said he will check the cameras and call me back. more than two months passed and I am still waiting for my iphone. Especially photos in that. Some body have stole my iphone and manager don`t care about that.Desired Settlement: I want my iphone back. because I have a lot of documents in that. At least I want them to pay my phone`s price.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office that attempts have been made to contact Mr. [redacted] without success. Mr. [redacted] mentioned that Mr. [redacted] has the ability to track the phone in order to verify the location but has chosen not to do so.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 rejected because they are lying. I don't have capability to find my iphone. First I didn't go to the police because manager said he will check the cameras and call me back. However I waited for 10 days and they didn't respond back. After my second visit he said he didn't have time to check the cameras. He promised me to check the cameras and help me. However after several weeks he didn't respond back. Almost 3 month passed and I am not sure do they still have the camera records. Please help me about the situation. I want my iPhone or its price. But I don't know what to do. They are not helping me. They said they will call me back but didn't. Thanks[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted], reviewed the recent information Mr. [redacted] relayed with our GM at our U-Haul Center involved. Mr. [redacted] explained they would like to personally speak to Mr. [redacted] in order to resolve the issue. An email was sent to Mr. [redacted] requesting a call back to discuss his concerns.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 filled out a contract with U-Haul online to reserve a moving truck with no safe move protection and no dolly to pick up at a location on South Airport Road in Traverse City. I received an email telling me my truck would be ready but the location may change. I then received two emails telling me my truck would be available from two separate locations. The one I chose and the one at Rentals Unlimited. I think they did this on their own since U-Haul had no knowledge of this. This was deceitful. I did go there to rent the truck because it was more convenient to drop it off there. When I got the bill I was charged $56 for safe move which I did not order when I reserved the truck online. This is an option you can choose or not choose. I did not choose it. They also charged me for a dolly. Another option I did not choose. I have one of my own. They also charged me $30 a day for the blankets I reserved. Something U-Haul does not do. My bill should have been $303.65. Instead it was $502.07. This is $200 more than it should have been. When I called to address this I was met with sarcasm, hung up on and cursed at.

Product_Or_Service: Moving Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

They owe me $200

Business

Response:

October 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western Michigan Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] received the Safemove Coverage, 36 Furniture Pads, and 1 Utility Dolly. This service was signed for by Mr. [redacted]. His original due date was September 21st, which had the estimated total charges, however, he didn’t return the equipment until September 23rd. The charge was for four rental periods. [redacted] relayed that, according to the signed contract, all charges are legitimate and no refund is due back.

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.

I wonder how long Walmart would stay in business if every sale was final and the customer was always wrong.

Regards,

Business

Response:

October 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] recent comments to our office.

I am sorry to hear Mr. [redacted] has expressed displeasure with our reply. Our records indicate he was issued a refund for $110 on September 26th for the pads and dolly. The refund was issued back to his [redacted] account and should post on his next 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,

Executive Assistant

U-Haul International

Review: On May 28th, I called the UHAUL to make a reservation for a 10' truck, on that date I was told that I was able to reserve the requested truck for 2 days (starting on Saturday, June 1st and returning it on Monday, June 3rd). However, as I went to pick up the reserved truck on June 1st, I was told that on their system my reservation was only appearing as an one day rental. While on the UHAUL location, I tried to find an agreement with them since I had made the reservation for 2 days and for some unknown explanation, the reservation was made incorrectly for only 1 day (the reservation was done by phone with an attendant). The person that was helping me told me that nothing could be done since they had no truck available for the 2 days as I had requested before. I then called the UHAUL customer service and after a long talk on the phone a reservation manager told me that he was able to find me a truck and he would sent the information of the UHAUL location that I would go to pick up the truck, by text message. On June 1st, right after I had finished talking to the reservation manager, at 4:45pm I received a message that says: "Your U-Haul res [redacted] is sched. at [redacted] at 6:00 PM on 6/1/2013. Call [redacted] to confirm." I called the number stated in the message and a woman assisted me saying that the reservation was confirmed for a 10' truck on the address stated in the message. I went to the stated location to pick up the truck and was informed that there was no reservation under my name. I then called the customer service once again and I was redirected to another UHAUL location. However, the new UHAUL location was 25 miles away from my city and although they did have the truck, because of the distance, it would end up costing me more to use it since there is a charge of $0.99 p/ mile and the location was 25 miles away which means at least $50 to get the truck and give back since they would not let me return it to the Ithaca location.Desired Settlement: I would really appreciate an official letter and a phone call especially from Mr. [redacted], a reservation manager who gave me an attitude during the whole time and from the UHAUL company apologizing for all the inconveniences that they caused to me which includes the reschedule of a major art exhibition at [redacted]. Besides the apologies, I would highly appreciate a reimbursement of USD100 for all the gas that I wasted from their misdirection to different UHAUL locations.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

[redacted], I am writing to you in regards to the customer objection file that has been opened in reference to your Revdex.com complaint based upon your recent U-Haul experience. I do want to extend my apologies for the frustration and the inconveniences caused. Please be aware it is our goal to provide excellent customer service to all of our customers and though it appears to you that our service was poor, we were trying to get you the equipment requested for the time requested at the location you requested. We were not able to provide the truck at the location you wanted but we were able to provide it at different location, which I understand was farther than you wanted which would have resulted in higher mileage and gas prices for you. The change in location was caused because our reservations are subjected to availability, we do reserve the right to change the location, size, and/or time requested based upon what is available. Also please understand that the change in your reservation was not a mistake, but was intentionally done because the truck was not available for the 2 days requested, numerous other families were requiring that same truck to move as well, which caused your reservation to be reduced in time or to be moved to an alternative location. In regards to you requesting a letter and or phone call from a Mr. [redacted] working in our reservation department, I cannot provide that opportunity because we do not have anyone by that name working in that department for U-Haul of Western New York. I did look into the history of your contract and there is no record of a Mr.[redacted] or similar accessing it. I can however extend an apology from U-Haul of Western New York in regards to having to reschedule the art exhibition at [redacted] which I am sure required a lot of planning to begin with. Our goal is not to alter personal plans or events but to assist you as best as we can in your move or travels. We do have a reservation guarantee policy in which if we do not provide you the equipment at the promised location we will extend $50.00 to you. In your case you were promised to have the equipment for 2 days at our Ithaca location via a voicemail, text and email sent on 5/28. I have already issued the $50.00 reservation guarantee which will be mailed to the address you provided with your contract; [redacted]. Once again, I am sorry for all the inconveniences caused and if you need any further assistance with a future rental please contact our reservation department who will gladly set up with a rental, [redacted] Executive Assistant U-Haul Co. Of Western New York 8045 State Route 96 Victor, NY 14564 Office [redacted] Ext [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 9566203, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Until this date, I haven't received anything from UHAUL by mail.

Regards,

Joseph Kennedy

Business

Response:

June 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, reviewed the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] a letter reiterating the information she sent him in her previous email. She also mentioned she had no record of an employee by the name Mr. [redacted] relayed and therefore, a letter could not be sent by an unidentified employee.

We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

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.

Until the present moment, all I heard were vague promises and apologies. I still did not receive the special (but not really) USD50.00 reservation guaranteed check. And all the apologies don't change the fact that a major exhibition had to be rescheduled. As I stated in my first complain, this will not end like that. The UHAUL has 2 weeks to try to end this in a conciliatory manner or I'm taking this case to the courts and believe me, I am really looking forward to team up my lawyers with Cornell University's in this case.

Regards,

Review: I reserved a 26' truck for a one way move on line and have a confirmation (#[redacted]) of such. In the confirmation, it stated someone from the facility would call to confirm my pick up time. I had not heard from the facility, so I called the location 2 days prior to the date of the reservation. I was informed that they did not show the reservation. I then called [redacted] and was told that they did not think a truck would be available. When I asked why I had a confirmation, I was informed that it only confirmed that I wanted a truck not that there would be one available. They did offer to give us a smaller truck and a trailer, however when I said I'd be willing to go with that option, I was informed the closest truck was 1.5 hours (one way) and we would need to travel the 3 hours to retrieve it.Desired Settlement: I want the truck I have a confirmation of renting or the accepted truck & trailer option available to me at the preferred facility or one that is reasonably close.

Review: On August, 22 2015 I rented a truck from u haul over on 24th st and McDowell so I can move my stuff into my new house everything was perfectly fine the first drop truck worked good on our way back to pick up the second load the truck started acting up battery light started flashing and on top of that living in Arizona its really hot the a/c stopped working so we didn't get to finish moving we were afraid that if we load the truck we will get stuck on the highway with no a/c and from what I see other complaints said they take hours for roadside to come and do something about it and we are not about to sit on the side of the road with no a/c all our stuff in this kind of heat so we decided lets be safe and drop the truck back off at the location and we can talk to uhaul in the morning ( 08/23/2015) called customer service and told them what had happen and said they will contact me in a hour today is 8/25/2015 and still have not heard anything called customer service and said why haven't I had a call back she said she didn't know she will submit it back and in 72 hours someone will contact me so meanwhile I have to wait to move the rest of my stuff because they are to lazy to get back to me worst company everDesired Settlement: either give me a refund so I can go get another truck or give me another truck that actually works so I can finish moving my stuff

Review: The experience I had with Uhaul customer service agents was beyond terrible. After driving 800 miles to my destination and unloading my trailer, I need to disconnect my trailer to get my truck’s oil changed. Before detaching the trailer, I checked and discovered that I had no signals or brake lights. After the oil change, I then called two Uhaul service centers and was told that they were not equipped to work on trailer wiring and that I should call Uhaul’s customer service department for roadside assistance. The agent asked me if I had detached the trailer and when I noticed I had no lights. I told her that I could have lost the lights anytime between renting the trailer and arriving at my destination and that after I discovered the problem, I detached the trailer for an oil change. She told me that since I uncoupled the 4-pin connector I would be charged for the service, which would have been free otherwise. I was given 2 options, I could stay stranded by the road or I could agree to allow Uhaul to bill me $125 for the repair. I agreed with the stipulation that If the problem was in my truck’s trailer wiring, I would not contest the charge to repair my truck’s wiring, but that I would challenge the charge if it was the Uhaul trailer’s wiring at fault. After the serviceman arrived, he could not get the Uhaul’s signals to work. He concluded that the controller on my 7-pin receptacle was not communicating with the Uhaul’s wiring and that my 7-pin connector needed to be repaired. I told him to go ahead and make the repair as agreed to in my earlier conversation with the Uhaul agent. Then the poor guy said that Uhaul had instructed him not to make any repairs on my trailer wiring and that instead of him invoicing Uhaul as he usually does, Uhaul customer service told him he needed to be paid directly by me (he asked for $120). I called customer service to verify that this was Uhaul’s instructions to him, since this was not what I had agreed to. The agent that answered said that Uhaul would not allow him to invoice them for the service call and that customer service had instructed him not to make the repair necessary to get me back on the road. I pointed out to the agent that customer service was changing the terms of the verbal agreement made between me and customer service by demanding the serviceman collect directly from me. I also pointed out that Uhaul would not allow the serviceman to make the repair I had agreed to pay for. The agent refused to discuss the situation and I had no choice, but to pay the poor guy for his time. Knowingly leaving a customer stranded with no way to drive a trailer legally or safely is not what any reasonable person would call customer or roadside assistance. On Monday, I was able to persuade a trailer hitch shop to look at my wiring and repair it if it only took a few minutes to fix (otherwise it would have been 3 days before they could fix it). The repair was simple, but I lost a day’s wages. Uhaul customer service agents were willing to leave me stranded on the roadside and force me to pay $120 to a Uhaul roadside service contractor while refusing to allow him to do the repair necessary to get me back on the road. Uhaul customer service left me stranded and to my own devices. To top things off, I have made numerous efforts to complain to customer service. The only response so far was customer service telling the manager of the rental center where I rented the trailer to call me about “defective wiring in the rental trailer.” This was not an issue with the service I received from the rental center or from the roadside assistance contractor; it is an issue with Uhaul customer personnel forcing me to pay $120 for a repair that customer service would not allow to be done and then leaving me stranded by the road. I called and emailed after I returned the trailer and also submitted a rather unfavorable review. I’ve been assured that someone from corporate will be with me within 3 days of my first complaint. It’s been 3 days since my first complaint and no one other than the rental center manager has called me back because customer service tried to pass the blame on to him. I would very much like to have someone in a position of authority take responsibility for making this situation right. I am owed a sincere apology and explanation. In addition, Uhaul is ethically obligated to reimburse me for the $120. I only agreed to pay the service fee if the wiring was fixed and I was able to get on the road. Uhaul customer service is responsible for dispatching a service person, while at the same time requiring that he not actually perform the service I agreed to pay for.Desired Settlement: I would like an apology and would like to reimbursed for the $120 I was forced to pay Uhaul's roadside assistance contractor for service that Uhaul would not allow him to perform.

Business

Response:

August 23, 2015