U-Haul International, Inc.

Review: I rented a Uhaul truck from Pryor, OK. to be returned in Broken Bow, OK. I payed cash which required a deposit which was to be refunded, $100, in cash upon drop off upon certain criteria. All criteria was met and the truck was returned outside of business hours which was expected. For the first time, I was informed for that the refund had to be collected in person by the end of the day or ir would have to be sent to the uhaul offices to be mailed to me via check. I could not pick it up. The problem occers after no more than 3 weeks I inquired upon the check, for I have yet to receive it. Customer service told me to give it another week and if I still dont get it to call back. A week later, nothing, I called and was told to give it till the end of the week, and they would resend it. That proccess was continued 3 or 4 more times. Now 3 months later and I still have not received it. I am still fighting to get it before proceeding with legal actions. This is one step.Desired Settlement: I would like to receive the refund, preferable with compensation for the inconvenience. I would also like to see alternative options to receive the refund. I have asked to have it loaded onto a card, or to be able to pick it up at pick up/drop off location. (mail is their only option.

Review: My husband and I went to K & R Rentals in East Montpelier, Vermont, on Monday, December 2nd to arrange the rental of a U-Box from Vermont to Charlottesville, VA. We were quoted $758 for the transport and scheduled the U-Box pick-up for Saturday December 7th at [redacted] in Plainfield, Vermont.

On Saturday December 7, my husband and I went to pick up the U-Box to load our belongings (everything we own). We were quoted $775 for the U-Box and, being under such stress from relocating, I wasn't going to argue the $17 difference in quotes, but feel that this should be noted. We loaded many of our items then drove to our other storage site to load the rest of our belongings. On the drive to the other site, the clasps meant to hold the box shut came undone and the only thing holding the door closed was the velcro from the plastic box cover. This was not a good start to our U-Box adventure. We loaded the rest of our items, secured it with a lock and ratchet straps, and returned it to [redacted] in Plainfield, Vermont, on Sunday December 8th. We received a call on Tuesday the 10th from [redacted], asking permission to charge our card and notifying us that the box was to be shipped on Thursday December 12th and should arrive at Sir Spotswood Self Storage in Ruckersville, Virginia on December 19th or 20th.

It was my understanding that our charges should have been posted and arrangements should have been made prior to this and I'm not sure why our U-Box sat full, unsecured, exposed to the elements for five days before shipping. Regardless, we received no contact or information about the status of our U-Box and, as you can imagine, we were concerned about where all of our valuables, including clothes, furniture, antiques, work equipment, etc. might be.

I contacted U-Haul's customer service line on Tuesday December 17th and while the order was being looked up, their system crashed and I was told to call back in about 20 minutes. I then called Sir Spotswood Self Storage and was told that our U-Box was scheduled to arrive today, December 20th. Finally! An answer!

Today, December 20th, I called Sir Spotswood Self Storage, and was notified that our U-Box was in Harrisonburg, Virginia, and that the place it was being stored simply forgot to send it on a truck this morning and wouldn't be able to send it out until Monday December 23rd or possibly not until Friday December 27th, due to the holidays. I was contacted a few hours later and told that it would indeed arrive on Monday December 23rd.

I called U-Haul's customer service line to ask what they could do for me and, after explaining my story, they told me there was nothing they could do because my payment wasn't posted until December 10th and, according to the service they offer, the U-Box must be delivered within 7 - 9 business days, making the last day for delivery the 23rd. This is incredibly frustrating considering that we dropped the U-Box off on the 8th, intending it to be shipped as soon as possible. I don't feel as though anyone has been understanding or sensitive to our situation. This U-Box contains tens of thousands of dollars' worth of our personal belongings and nobody seems to be taking this seriously. I sent an e-mail complaint on U-Haul's website on Tuesday December 10th, but never heard back. Perhaps it never sent or just got lost in the shuffle.

I don't know what else to do or who to contact. My husband starts work on Monday December 23rd and needs equipment that is in the U-Box, forcing us to drive from Keswick, VA to Harrisonburg, VA today to retrieve our belongings.Desired Settlement: I'd like a full refund of the cost of shipping and I'd love to see U-Haul's customer service department get a bit more sensitivity training when it comes to dealing with customers. I explained myself fully and feel as though I was just brushed off. Someone, somewhere must understand how frustrating this has been to wait for over two weeks for our belongings.

Business

Response:

December 27, 2013

Revdex.com #: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western MA and VT regional office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and discussed her concerns. She asked Ms. [redacted] to send her a list of broken items and she would follow up with our Area Field Manager as well as our U-Haul Dealer in order to offer an appropriate 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,

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.

I have attached a few paragraphs of continuing issues. I would still like a complete refund; preferably for the full amount of shipping, plus reimbursement for our broken items and missing ratchet straps. I e-mailed [redacted] the inventory of broken and damaged items.

Regards,

Consumer

Response:

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

Greetings!

Review: We recently moved provinces in Canada and had problems with U-Haul from beginning to end. These are the issues we had:- We booked for the 24th of June; they made an error and booked the 25th - even though I had confirmed the date several times.- They overcharged us when we picked up the truck by several hundred dollars and it took many days and many hours on the phone to be reimbursed.- When we were finally reimbursed, we were reimbursed the wrong amount and faced issues dropping it off.- The measurements for the truck are deceptive; a "26ft" is actually 24ft with a bit of space over the cab. It does NOT fit a 4 bedroom house as advertised. We had to give away dressers, shelves, and other furniture, and had to leave other things behind for a later trip.- Every phone call for help was met with resistance. They REALLY do not want to help with problems.- Prices quoted online are not withheld without putting up a fight.- Although I spoke to their traffic department to book extra days for storage purposes, and confirmed this before moving, they did not book the days.- We arranged to pick up a tow dolly on July 8th. They had it booked for July 9th.- We arranged to drop off the truck on July 11th. They had us dropping it off on July 10th.- I repeatedly asked NOT to have the safe move added to our reservation. They added it anyway and charged us AFTER dropping off the truck.- They guarantee neither the truck size nor the pick-up locations. You take your chances that you get what you reserved.U-Haul's customer service is terrible. They tell you one thing then do another. Dealing with managers is no better. Every one of them argued with us rather than trying to solve the issues. Even their representatives in their complaint department did absolutely nothing to help. They are refusing to reimburse the safe move amount even though it is optional and we requested NOT to have it added to our bill. I was told that because we signed the contract, they could charge us whatever they want.Desired Settlement: Reimbursement for safe move in the amount of $195 + tax. Any reputable company would offer some sort of compensation for the difficulties they caused us as well.

Business

Response:

July 26, 2015

Review: On Sunday, February 28th I scheduled to picked a van up at The Uhaul on Union Ave in Memphis, TN 38103. I scheduled the pick up for the last time that was available which was 5 pm. I got dropped off at Uhaul right at 5 for the pick up only to see they were closed. There were two guys still in the store. One was dark, tall with dreads. They other was short, light skinned with tattoos. I knocked on the door to explain I had a reservation at 5. The light skinned guy walked to the door, looked me directly in the eyes and walked off. There was no disclaimer to arrive early, I didn't even know the store closed at 5. I again tried to get both of their attention to explain I had a reservation when the light skinned guy screamed through the glass "we are closed" with a ton of aggression and attitude. Not only am I now waiting in the cold for my ride to come back, now I can't perform my obligations, I've been disrespected when I came to the store at the agreed upon time. They eventually leave the store at 5:19, in which I try to tell them both I had a registration for 5, just to be ignored again. Not only that, all of the profanity that were coming from their mouths was ridiculous. So you already disrespected a customer, now you still have on a U-Haul uniform, still on the parking, using profanity making the company look bad. On the website it states if U-Haul doesn't guarantee a time, location, or equipment then you will receive $50. I am seeking that $50 and I am seeking for the disrespectful employees to be handled accordingly. This is one of the most horrible experiences I've ever had in customer service and I full faith in U-Haul that it will be handled in a fair manner.Desired Settlement: I want the $50 payment for my time, location and equipment not being guaranteed. I also want the two disrespectful employees to be handled accordingly!

Business

Response:

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref[redacted] Thank you for your concern for our customer Mr. [redacted], our President for our Memphis Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she honored the $50 Reservation Guarantee Fee and issued the refund back to Mr. [redacted]s Discover credit card account. The refund should post on his next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, 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: Back In May of 2015 I rented a U-Haul truck from their place of business on the Vestal Parkway in [redacted] to help me and my roommates move after our year of college. After Me and my roommates loaded the truck we moved their things into a storage facility in [redacted]k where they still had another year of school left. We then loaded up the truck with my things and I was going to move back to the [redacted] area. On my way back down to the [redacted] area, I dropped one of my roommates off at the train station in [redacted], and that is when we noticed that the roof of the truck had two separate holes, one on each side, the reason we noticed is because it was raining out and water leaking down through the holes. I did not hit anything with the truck that would have caused those holes in the roof. I did however buy an insurance policy and figured that the entire truck would be covered for any type of damage, that however is not the case. Now without providing any evidence that I actually caused those holes in the roof or showing me an invoice for said damages, I am now being charged $2,921.87 for the damages. The reason I am filing this complaint is because I bought an insurance policy on the truck so the entire truck should have been covered not just parts of it, and secondly I was neither instructed to look over the truck or shown the truck by the employees who was there that day, so if the holes were there before I could have seen them and made a note of it, but unfortunately for me I was not provided that opportunity.Desired Settlement: What I would like to happen is that I do not have to pay the $2,921.87 or at least until U-haul can actually proved that I did this, which I did not and secondly I would like U-haul to make a change to the way they do business and have the customer and the employee go over the truck so both parties have an idea of the state of the truck or vehicle before the transaction is completed, and thirdly and most importantly if a customer purchases an insurance plan for the rented truck or vehicle, the plan should cover the entirety of the truck or vehicle and not just certain parts of the it.

Business

Response:

February 21, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] Patricia Ti[redacted] Senior Staff for our Eastern [redacted] Regional Office followed up on the information Mr. [redacted] provided. She informed our office our Collections Department shows Mr. [redacted] owes $508.30 for the damage done to the U-Haul truck and is unsure why there are additional charges. Mr. [redacted] was contacted and will be providing us additional information to accurately address his concerns. 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,

Terrible experience.

This was my first time trying to rent a truck from Uhaul and not only will it be the last, but I will go out of my way to tell people to use a different company. I didn't even get my truck, and I won't give them another chance.

I called 2 weeks in advance to pick up a truck from a certain location at a certain time; fast forward to now, the day before my pickup, and I get a text saying that I am to pick up my truck in a completely out of the way location and at a later time than I had requested in my reservation. That was the whole point of me making a reservation, was to avoid having to pick a truck up at a different location and at a later time!!

I highly recommend that you look anywhere else but here. Uhaul is the worst, most unorganized moving business, if I can even give them the respect of being called a business.

Review: U-Haul provided a guarantee of June 9 delivery for $1800.00 U-box shipped from NY to LA. Delivery was delayed 15 days with no notice or compensation.

Order [redacted] was guaranteed delivery from NYC to LA on June 9th. Delivery was delayed repeatedly without notification and over 1 hour of customer service call time resulted in continuing lack of knowledge as to the accurate timing of the shipment. Calls to regional offices and customer service were continuously routed through Arizona with no accountable managers on location or at U-Haul HQ providing accurate information. As of yet, it remains unclear the location of the items, let alone any details on compensation. In a given call to customer service on 6/15/2015, dates of "6/9", "6/15", "6/16", and "6/22" were provided for updated arrival dates.Desired Settlement: We would like:

1) A full refund of the U-Box Price -- including monthly rental, overall rental and all delivery fees and charges

2) Accurate information with regards to the location of the u-box

3) A detailed explanation of why the customer service and website was so inneffectual at answering the simple question of the location and expected delivery time of the u-box

4) A detailed explanation of the steps U-Haul will take to avoid similar situations happening to customers in the future

Business

Response:

June 18, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Gm for our U-Haul Moving and Storage of Chelsea in Manhattan, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained he would receive $50 a day for every day the U-Box is late.

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 have yet to receive reimbursement and have contacted the LA office at ###-###-#### about the reimbursement but have yet to hear back.I've also contacted the appropriate regional CA office at ###-###-#### and spoke with [redacted] today (6/19), who was looking into the reimbursement process and said she would call with details.I look forward to receiving the reimbursement, which would be a positive step forward.

Regards,

Business

Response:

June 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Los Angeles West Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for $400 to cover the 8 days for late delivery by the shipper.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I previously worked for a company called [redacted] They would often rent a uhaul truck for local deliveries. I found out the during my time working with them, they have had a billing issue with Uhaul. I stopped working for them and later found out that I have somehow been added to the do not rent list under my personal name. I have been into the location and on the phone with customer service a few times now. I was told 2 times now that I would be removed from the list and that I would be able to rent the next time I came in. Today marks the third time that I was in need of a rental and denied due to being on this list, after being told I would be removed from the companies list. I am very frustrated with this situation and just want this resolved.Desired Settlement: I simply want my name removed from the company I used to work for.

Business

Response:

March 2, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Albert J[redacted] a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted] Based off of the details provided, we do not see any information in our system that would prevent you from doing business with U-Haul. If any additional information is available from a recently denied rental, please provide us with as much information as possible. Also, if you are denied a rental in the future, please call us a[redacted] while you're at the location so we can investigate this further. Thank you Albert J[redacted] U-Haul customer service senior agent phone [redacted] Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I rented a 5x8 trailer on 10/4/14 @ 4:30p & returned it about 8:30p the same day. on 10/6/14 I noticed they charged my card again.

I found another charge for $50 on my card statement on 10/17/14. I called on monday 10/20/14 and spoke to a manager named [redacted]. she apologized a bunch of times and promised to refund all of my money including the original charges as well. the final $50 charge cleared my account yesterday 10/21/14. I called today 10/22/14 4 times Ms [redacted] has avoided my calls. I have been forced to cancel my card and get another on and have been overcharged approx $70 over the last 2 weeks. I was promised a full refund and I am now being avoided.Desired Settlement: I am seeking the full amount that my card has been charged approx $90 (the original $20.08 plus the other $70) as well as punitive damages & some restitution for aggravation of having to have my card reported as compromised. I feel $5000 will suffice as compensation

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Our records indicate refunds were issued back to Mr. [redacted]’s [redacted] account totaling $70.26, which was the full amount charged to the same [redacted] account. Two separate credits were issued on October 6, 2014 for $20.08 and $20.09. A third credit for $50.09 was issued on October 20th. All three credits should post on Mr. [redacted]’s next credit card statement if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I must admit that once I began posting on U-Haul's [redacted] page they (UHaul) was very quick to respond and refund the money that I was due. But if you look at [redacted] response it will show you that the cause of the issue has probably not been addressed. The Issue here is --I PAID FOR THE RENTAL OF THE TRAILER BEFORE I LEFT UHAUL'S PROPERTY ON 11/4/14. But they still thought it was appropriate to charge my card on 11/5, 11/10 & 11/18-- My question is WHY? & where is uhaul's customer service? I have yet to receive any explanation for this obvious lack of security which is coupled with a blatant disregard for their customer's financial records. So yes I did accept the $$ that uhaul OWED me.. But I feel I am owed an explanation as well as some other form of compensation Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She acknowledged the error due to the reversal of the contract. There was no lack of security involved. A full refund was issued for all charges, including the actual rental charge. Ms. [redacted] also relayed that an apology was given to Mr. [redacted] for the inconvenience we caused. I would also like to relay my personal apology to Mr. [redacted]. We realize moving can be a stressful time without any unnecessary added inconvenience.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: On April 1st 2015 I rented a u haul trailer from the Uhaul at Blackfoot Trail in Calgary. The employee who hooked up my trailer was new and not trained properly. It is Uhauls policy that the employee MUST hook up the trailer. As a result of improperly hooking up the trailer to the vehicle, the trailer came completely off the ball while I was driving and made my vehicle come to a complete halt instantly. At NO time prior to this had I or the 2 friends with me touched the trailer ball or hitch. As stated, the trailer came loose and came completely off the ball (only held on my the chains) as a result of the employee who hooked it on my vehicle. I tried to file a complaint as it was a MIRACLE that I did not have a collision with another vehicle or any still standing structures/objects as a result of the Uhaul employee's negligence. I was completely dismissed by the Manager of the Blackfoot location, Shaunna Caplette. I filed a complaint with head office and spoke with "Mandy" who offered me a refund of 25.00 for my rental. Due to the severity of the negligence, and the possible serious injury it could have caused myself and the other occupants of my vehicle and/or the surrounding traffic, I feel this is absolutely unacceptable. Just because someone didn't DIE or go to the hospital with SERIOUS INJURY doesn't mean I should be sluffed off with a 25 dollar voucher. The damage and injury could have been severe and it was a very distressing experience. if this had happened 1km earlier when we were on the highway, lives would have been lost for sure. The ONLY reason that my car wasn't damaged was due to the fact that we were going up a hill when it happened. The employee training needs to be addressed and the negligence and inconvenience and distress it caused me and the occupants of my vehicle needs to be APPROPRIATELY compensated....much more than a measly $25.00 refund. Head office said this story was "HIGHLY UNLIKELY" suggesting I am....lying?!? Absurd!!!Desired Settlement: I have been sloughed off for more than 6 months, and then when I spoke to head office my calls were disconnected repeatedly, due to "technical issues". Above and beyond that, when I did get to speak to someone about my experience (Mandy), she insinuated I was lying. Saying that I must have tampered with the trailer or something because it was "highly unlikely" that it happened as it did. I am FURIOUS!!! As a result, I am asking for a credit of $500.00 for my next Uhaul rental or products purchase (moving supplies). I am further asking that employees at this location go through remedial training for hooking up trailers so that more people don't have the same experience, or worse!

Business

Response:

January 8, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mandi D[redacted] our Executive Assistant for our Southern Alberta Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back in order to address her concerns and offer a resolution. She also mentioned she was out of the office around the holidays so may have missed her call. In case Ms. [redacted] misplaced her telephone number, Ms. D[redacted] can be reached at [redacted] or direct at ([redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: I have been trying to make a simple, but important to me transaction for the last 5 days...and have spoke with at least 10 people. I started by talking with a 'manager' at Dayton OHIO 3rd ST site..who started to help me with a reservation..to get my UBOX from Dayton to CALIFORNIA...As he was completing the reservation, the computer 'crashed' and he told me he would call me back when it was up...no call..I called the next 2 days in a row asking for him, as I was adamant about finishing who I stared with as everytime someone new came on, I had to repeat the same information...I was already sent to a call center in Phoenix a few different times, before I got through to Justin.

By, Sunday, the 30th, I gave up on him calling me back, and spoke with some lady in Dayton, OH who got me through the reservation, (which wasn't made by Justin). As we were finalizing, I asked her to use my credit card that was already on your system, but she couldn't linked. She promised me her manager would call first thing in the morning/November 30th...which didn't happen..

In the afternoon of November 30th, I spoke with call center people, a supervisor from Tennessee from 'Traffic", who couldn't get into my account, he transferred me, I got disconnected 2 more times, called again, asked for a supervisor--connected me to Phoenix AZ---asked to talk to supervisor....etc....Now I am here, baffled why U Haul employees cant work the computer system, I have spent literally hours...trying to make a simple transaction.... and I am requesting compensation in return for the service of moving my box..

I had a similar situation when I first got started and the UHAUL computer system repeatedly charged me 1 month...and it took me hours and countless people to go through before it was finally resolvedDesired Settlement: I would like 300.00 returned of the 1530.00 cost to move my box from Dayton OH to San Marcos CA..as well hope you can tighten up your computer and customer service situation.

Business

Response:

December 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office.Dianne R[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided and sent her the following email in response:Thank you for contacting our office re: your inquiry in trying to complete a reservation. Please call our National Sales and Reservations line @ ###-###-#### and any sales agent can assist you in getting a reservation set up.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted] Executive AssistantU-Haul International

Consumer

Response:

The email I received on 12/4/2015 stated I should call any sales rep with an 800 number. If she read my complaint, she would have seen I had been on this Merry -Go-Round about a dozen times. I was expecting a phone call, an apology, and a kickback for the amount of trouble I have been through. I did try to call the 800 number to see if I could get a direct line to her, after waiting on the phone for 20 minutes, I was told she was off for today...no means to leave a message even. The sales rep then had me hold another great while to try and connect me to someone else........same old story...

Business

Response:

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Dianne R[redacted], a Senior Customer Service Agent, attempted to speak to Ms. [redacted] but reached her voice mail. She left a detailed message requesting a call back. She explained Ms. [redacted] was requesting a refund of $300, however, there was nothing charged to her credit card on file and we need another method of payment. When Ms. [redacted] did call back in, she was advised her U-Box had an arrival date of December 9th. Ms. [redacted] stated she would wait for a call back from our U-Box Department as she was requesting a refund for the inconvenience she experienced.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: We made a call to the local U-Haul and asked if they could put on a hitch as soon as possible. They said they would schedule an appointment the next day at 11am we just had to call if we didn't want the appointment. We called our local store to confirm (just in case) and it was busy, we were connected to another store. The person on the line said they would call us back as soon as possible. Never did. We called at 11:30 and again the store was busy we got transferred and talked to a pleasant gentlemen that would get in contact with the store. At 1:30 the store calls back and boasts about the 11am appointment and then brushes it off as they were busy. Car was taken it at 2:30 and hitch completed by 5. We waited for 10 minutes inside because the clerk inside was "off the clock" and the manager was outside. Manger came in and took care of us but couldn't run a saved card on the account and couldn't look up our reservation but he was very capable in holding a pleasant conversation with his employee about what they were going to do later. We paid for the hitch and returned to pay for the uhaul. On returning we kindly asked the manager to reverse payment and he suggested I just ask for the cash instead because that would be easier. When he was informed that we already filed a complaint and just want this fixed, he asked if he could just throw away the complaint because he is dealing with me now. The manger proceeded to discuss our query with the "off the clock" (still there an hour later)employee right in front of us and when questioned he said he was discussing another problem he had earlier. We put in a complaint to customer service and they just asked," if we are done". The manager proceeded to call several times after complaints were placed but only to defend his actions and not really to own them. Moving is already stressful and this experience set me back a whole day and cost me a lot of money on the back end. The manager is bland and he obviously does not take pride in his job.Desired Settlement: I would like some restitution. I had to pay a pro rated rate at my apartment for an extra day. Had to pay a deposit on a hotel room that we didn't get to stay in because we were a day late. I lost a days worth of wages due to being late. I was charged full price for everything at your place even though you were late to deliver and an 11am appointment pushed back until 2:30 which was not completed until 6 pm. I spent 500+ at your store and it costs me over 400+ being set back the one day.

Business

Response:

October 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted]Timothy P[redacted], our President for our Phoenix Metro Regional Office, followed up on the information Ms. [redacted] provided. He carefully reviewed her feedback as well as our records for the hitch and trailer transactions. Mr. P[redacted] relayed they did have a scheduled appointment for Saturday at 11:00 am for a hitch installation but were a no-show. We called them at 1:30 pm to tell them they missed their 11:00 appointment. They showed up at 2:30 pm and the hitch installation was completed by 5:00 pm. By 5:09 pm the trailer contract, under the name [redacted] was completed and they depart the U-Haul Center. Mr. P[redacted] advised our office, at the most, they were set back by 3 hours and only because they did not show up for their scheduled appointment time. There was no full day delay. Even after we contacted them, it took them an hour to show up for the hitch installation. Mr. P[redacted] relayed, after his investigation of the situation, he does not see where U-Haul is responsible for the delay of a whole day as Ms. [redacted] stated in her complaint to your office and no refund is warranted.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

Consumer

Response:

I do not accept this response. We called the location to verify our appointment and received no call back. Myself, my mother, and boyfriend called several times between the hours of 1030 and 130. We spoke to a woman that was suppose to have the store call us back but never did. Spoke to a man from another location who was going to try to reach our location and never got a call back At 130 we were called and the technician questioned the 11p clock appointment and when I told him we never received a call he said that was because they were busy and he could fit me in if I still want it at 1:30 2. I am more than confident that you can check your call logs on the day as well as we could provide our call logs on the day. As a matter of fact, it was after [redacted] called in and complained that our appointment was not upheld when the technician finally called us. The only returned call we ever received. overall it appears that uhaul does not care about their patrons time or happiness. Communication between channels is terrible. Even after issuing a complaint the stores response was to just throw it away because they were dealing with me face to face.

Business

Response:

November 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 9[redacted]Thank you for your continued concern for our customers [redacted] and [redacted]After another review of the situation and the recent comments from Mr. [redacted], please be advised we stand by the information Mr. P[redacted], our President for our Phoenix Metro Regional Office, previously offered. However, as we value Ms. [redacted] and Mr. [redacted] as customers, I have taken the liberty of sending them a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.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]U-Haul International

Review: On May 24th 2013 at 8.30 a.m., I rent 26 feet GMC truck (the truck was very old and I wonder how it passed air care). The condition of the truck is not safe on road. When I stepped on brake paddle, it stopped after 3 to 4 meters and it has a car battery, also the truck had only quarter tank of gas in the gas at that moment. I questioned the assistant manager of U-HAUL how come only quarter of gas in gas tank, and she said that it has had half a tank of gas, but thieves have been steeling gas from tank. Anyhow, I took the truck with quarter tank of gas and I drove to [redacted] and [redacted] avenue in [redacted], which is very close by [redacted] and [redacted] and then I loaded furniture and it took three hours to finish the job. While I was turning left [redacted] and [redacted], the truck broke down. I pulled over to side of the road and I got the road assistant number from U-HAUL receipt, and I called them. After one and half later, the tow truck arrived. The tow truck driver could not find the problem with the truck, and he called his mechanic. After half and hour later the mechanic arrived. Then the mechanic recovered that battery was dead. The truck should have half of tank of gas. Also he said the truck has car battery. It has not enough power to run this truck. Then I started truck, while I was going to dumpster ([redacted] Tech Dumpster in [redacted]) I stopped by gas station and I gassed up for another $40 dollars. Then I went to the dumpster and dumped the furniture. On the way back to [redacted], the truck started to die again and lost power, the truck was running 15 kilometeres for hour. Somehow, I slowly managed to get to U-HAUL in [redacted] and it took hour and half to get to U-HAUL. Then I went to the U-HAUL office and I was so upset, and I talked to the manager of U-HAUL. Her name is [redacted]. I explained to her what happened. She apologized and gave me 50% discount. Next thing I realized after one week, U-HAUL has charged from my [redacted] care $300 dollars without my knowledge.

Product_Or_Service: U-HAUL moving

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want to get my money $300 back which U-HAUL charged from my [redacted] card without my knowledge.

Business

Response:

August 20, 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 BC, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and advised of a refund for $260.20, which is $307.04 minus the rental fee of $46.84. The refund should post on his next [redacted] credit card statement.

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

Sincerely,

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 had multiple issues while using my Uhaul services.

First, my location for picking up my truck was 20 minutes away from the home address I listed. I am aware of multiple Uhaul locations that were closer. I made my reservations a month in advance, as to avoid any conflict issues.

Upon picking up my truck, I was told that my drop-off location would be the same as where my Uhaul storage facility. It was not until I arrived in Texas that I was told otherwise and it took an hour to change the location after speaking to multiple Uhaul representatives.

Next, the pick-up location for my second Uhaul usage was 30 minutes away from my storage unit. Once again, I made my reservations over a month in advance, I do not understand why I had to drive to a different uhual facility than where my storage was.

When I arrived at the pick-up location I waited 30 minutes at the service desk to assisted. Then had to drive another 30 minutes back to my storage unit.

I am now an hour & 1/2 behind schedule.

Upon arriving at my storage unit I find out that the facility (which was severely under-staffed) had misplaced the key to the padlock they had put on my storage unit. It took another hour & 1/2 until they could remove the lock with a buzzsaw.

I am now 3 hours behind schedule and have missed multiple appointments. I had arrangements with individuals to help me move and they were waiting at an empty apartment for 4 hours.

Lastly, when I dropped off my truck I was charged an extra $2.80 because when I rented the truck, they overlooked that in my reservation it states that I would be driving the truck to my storage unit and then to my apartment in Dallas. I was only allocated 30 miles and subsequently went over my mileage allocation.

I will never use Uhaul services again and I will never recommend them to anyone.

The one ray of light throughout this entire ordeal was Anthony at the storage facility, he was very helpful and I speak highly of him. I am sorry that he has to work for such an inefficient company.

I truly believe I should be reimbursed for the ordeals that I had to go through. No honest paying customer should ever have to deal with such poor customer service.Desired Settlement: I believe I should be reimbursed in full for my trouble. A customer should never have to wait over an hour in 108 degree weather while someone saws off a lock (which they put on) from of my unit.

In conjunction with all of the customer service issues I faced.

Business

Response:

August 21, 2015

Review: I rented a (shared) storage locker at this facility without my being made aware of it and I was robbed of my very rare and valuable music. I had just dropped my insurance, I could no longer afford it, and as soon as I did I was robbed. It appears the person renting the (shared) storage locker next to mine, after stacking furniture, simply reached or stepped over the shared wall into my locker. The wall(s) do not meet the ceiling making this possible. I am devastated, as the items stolen where very eclectic out-of-print imports and will be very difficult to replace if not impossible to replace at all in some cases. The cost to replace my stolen compact discs, some as much as 30 years old and in mint condition, could run into the thousands, possibly $5,000 - $10,000. I put an initial claim in with [redacted], U-Haul's insurance, and was denied. U-Haul has done nothing to try and resolve the issue nor look into the matter at all to my knowledge. I believe this may have been an inside job! After all wouldn't it be in the best interest of U-Haul to find who is stealing from other U-haul valued customers? Btw, some of the items have showed at a local record store. [redacted] Records whom apparently paid $472.00 for the 209 stolen compact discs. I was able to retrieve nearly 60 titles. [redacted] claims they can not find the remaining 150 or so titles. The I.D. used was completely fictitious, even the address did not exist. I have filed a police report within the [redacted] but have not heard of any progress in the matter. I believe U-Haul is responsible despite my letting my insurance lapse. Again I was rented a shared storage locker and told I was renting a secure unit and not told of this breach in the security of the storage unit until I was robbed.

Product_Or_Service: storage lockerDesired Settlement: DesiredSettlementID: Other (requires explanation)

1. I would like my items replaced or the costs or money needed to replace my stolen items.2. I would like the past rent I've paid on this un-secure storage locker 3. And as I can no longer drive and am severely physically disabled and on a fixed income I would like help in removing my remaing stored possessions from this facility to an actual secure storage facially. I will need help with a truck, lifting, finding and securing a new secure stora

Business

Response:

July 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] located in [redacted], followed up on the information [redacted] provided. He informed our office he researched [redacted]’s concerns and explained that [redacted] was moved from a different room to the storage unit he is in now due to security concerns that were unfounded. [redacted] relayed there is a water main pipe and a cross beam above the open space between the storage wall and the room and stated no one would be able to get into his unit. No evidence was found of anyone crawling into [redacted]’s unit.

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 have pictures of the shared storage unit(s) clearly showing the breach of security from where the theft occurred as well I have a police report which includes the transaction slip for the stolen music (209 compact discs) bought by a local music store. These items are on my cell phone. I can forward them tomorrow as tomorrow I re-new my plan.

I am sorry for any delay but again I am physically disabled and have had to pull the remaining compact discs from storage to itemize my lose. This is not entirely finished as even trying to run down some titles is proving impossible. The inconvenience to me is overwhelming and quite painful, in many ways, having to start school in just over a week as well surgery coming up.

Again, my trust has been broken trusting Uhaul with my valuable and collectible items. As it appears you , as a customer, can NOT even insure against this kind of robbery, the theft of your items simply removed from your storage from over the shared wall of adjacent storage unit. There has to be "forced entry" according to Uhaul's insurance company. This does not seem right and allows for this type of activity or theft.

?

Regards,

Business

Response:

August 15, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted]'s comments were reviewed again and the Regional President, [redacted], and the Center General Manager, [redacted], stand by their initial response to [redacted]'s concerns. Please see [redacted]'s original reply to this Revdex.com file.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Business

Response:

Thank you for your continued concern for our customer [redacted].[redacted], our President for our [redacted] located in [redacted], reviewed the recent information you provided for [redacted]. Because [redacted]'s concerns involve a loss, he can contact [redacted] Insurance Company if he wishes to pursue his claim. They can be reached at[redacted].Thank you for your support.Sincerely,[redacted]Senior Agent, Customer ServiceU-Haul International

Uhaul's web site states they will provide a $50.00 credit to you if they don't provide required equipment at the site you select. They not only didn't provide the truck at the site I had requested but the site they said would have it did either. After, some time on the phone with them, they did finally provide a location that had the truck but it was 40 miles away. When I asked the person who rented the truck to me, why the credit was not applied, he said sorry nothing in the notes. He wasn't all that friendly to start with. So I took the truck and got home and called Uhaul customer service and asked them way the credit wasn't applied. They told me, I had to wait until I turned in the truck and than file a complaint before a credit could be provided. It sure wasn't what the web site stated when I reserved the truck.

Review: We contracted with U-Haul in [redacted], NY for two U-boxes for our move from NY to CA. The boxes were filled with our household furniture and goods on July 2, 1015, as scheduled. Delivery was promised in [redacted], CA on July 21, 2015. But July 8, 2015 we were told that one of the boxes was lost. It was not in the warehouse and had been mistakenly shipped out. They didn't know where it was and could only wait for it to surface somewhere in the U.S. The mistake was due to their gross incompetence, but they never apologized. Two weeks later it was located in Colorado. But for two weeks we thought it might be stolen or lost forever. For a while, our order was listed as "canceled"! Now delivery of the two boxes is promised August 14, 2015, but the charges remain the same and will be deducted from our credit card.Desired Settlement: Reduction in charges of $1700: $1200 for 24 days delay ($50/day assuming delivery on August 14, 2015) plus $500 for stress and inconvenience.

Business

Response:

August 5, 2015

As you rent your Uhaul truck, bear in mind that your online reservation is ALWAYS subject to being changed to a time and place of UHAUL's choosing. I wouldn't say this except that they have burned me this way, if not worse, 6 times now (yeah I know...how smart am I). It's ok for them to do this because there IS a clause in their rental info that basically gives them permission to do so.

OK, so once, twice....but repeatedly?

Why does UHAUL even offer the "Preferred Location" selection if they are going to change it anyway?

This last time I was, again, told there were no trucks available at the location I selected ("preferred"). I wanted this place because the people there treat you like a valued customer and are just plain generally nice people. At least once when corporate tried to bone me, they went out of their way to make it right (actually they went above and beyond that).

I can park my vehicle there and feel safe about leaving it for 2 or 3 days.

I went by there this very same day (wanted to measure the real distance between the cargo rails) and there were 4 of the trucks I was requesting. COOL!

Waiting for the shoe to drop, I finally got the waited for message that my reservation location had been changed. Again. Not so far away this time but still..it's the principle.

Called CS and launched. I was told the usual BS about truck not being available there, the 4 trucks were already reserved, clause says we can choose locatin for you...yaddayadda...

Hopped in the car and drove over since I sort of know these people.

Guess what...not a single one of the 4 trucks of a length I was requesting had a reservation on it!! He told me, yeah, go online and make a reservation, they are available.

No thanks.

Remind me to tell you the propane story sometime......

Review: Had my son pick up brake control for truck to pull trailer with elec brakes. Has different color lights rather then numbers, but try hooking up couldn't get lights to come on. Put everything back in box with receipts, had son return, wouldn't take back, couple days later 5-20 I returned young man started the refund. Renee Sigler came in took Idam from him gave back, said no return, I told her there was no sign up and I would notify Revdex.com & [redacted], she said go right ahead.Desired Settlement: money back for exchange of Idam, also an appolgey for all the trouble causing ever one involved that is no way to run a busness

Business

Response:

June 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s son attempted to return the brake controller and advised our GM at our U-Haul Center that although it worked, his father did not want it because it was not digital. His son was aware the brake controller was not digital at the time it was purchased. Since the brake controller had already been installed and the wires cut, we could not take it back as a return and issue him a refund because it is now a used product. Had the brake controller not been used, we would have gladly allowed Mr. [redacted] or his son to return it for a refund.

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

Sincerely,

Executive Assistant

U-Haul International

When is a guarantee not really a guarantee? When it is offered by UHaul. They clearly state that if they do have have your size equipment at the time and day of your reservation, they will give you $50. But, then they say they have the right to give you a much larger truck instead of a van. In addition, they treat their customers with very little respect. I would try very hard to use another company before ever using UHaul again.