U-Haul International, Inc.

Review: We rented a 5X8 trailer on Saturday February 27th to move my daughter about 20 miles north. Because she could not move into her new apartment that day, but had to move out we asked about extended use options. We were told that by signing up for what we thought could be the longest time we could get a refund if it turned out to be a shorter duration, so we were encouraged to rent it from Saturday to Saturday and then we would get refunded for everyday we returned it early. We could move in on Monday night so we returned it Tuesday morning. We called Monday afternoon to double check the refund process and were told that it would happen automatically. When it was done automatically the shop in Layton we returned it to said we had to call the office we rented it from ([redacted]) to get it. Upon calling them we were informed that no one there could take care of it, but a manager would call us. Repeat calls have not resulted in talking to a manager. On a side note, we were also told at reservation that we could return the trailer to the origin for a refund if we paid one-way. When my son picked up the trailer he was told there were limited miles on the trailer so it would probably be cheaper to just deliver it one way.Desired Settlement: We were told we would receive a refund of $20 per day for each day it was returned early (5 days = $100) and refunded the one way charge ($25) if we returned it to the [redacted] location. The full amount of $125, plus tax, of this should be refunded for this to be resolved.

Business

Response:

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] Brad L[redacted] our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his personal apology. Mr. [redacted] accepted Mr. Li[redacted] offer to refund the extra charges in the amount of $155. The refund should post on his next [redacted] credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive 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 satisfactory to me. As of this writing, the refund has been posted to my credit card. Also, I want to complement Brad Ling, the president of U-Haul Utah, for his excellence in responding to my complaint and his commitment to work with his managers to prevent this from happening to other customers.

Regards,

Robert [redacted]

Review: Twice a year for the last two years we've rented a small cargo trailer from the company including insurance for around $150 for our trips to and from Arizona. Online reservation this year was $425 for the same small trailer. Thinking it was just a glitch of some kind while searching other return sites the closest one to us near Issaquah Wa the price was what we had been paying so we reserved one. We picked up the trailer in San Tan Tan Valley, AZ and mentioned the price difference to the attendant there whereupon he told us we could drop it anywhere. Just received a call from a person at Snoqualmie Wa where we had scheduled to return the trailer, 206-721-2900. I was told that all facilities in Eastern Washington were full of 5x8 trailer and that I had to return it to Snoqualmie, a 5 hour round trip from Yakima where we live. I told her that we have an immediate need of a moving truck and trailer to move the rest of our belonging at the end of April. She transferred me to Laurie who wasn't pleasant to speak with and informed me that if I were to drop it in Yakima I would receive a bill for double the Yakima trip, $385 x 2 =$770. She was unimpressed that we are about to spend $1500 for truck and trailer. Sorry that I told her FY, in my frustration. Regardless of my preferred location twice in past dealings with the company THEY have had me drop off at locations inconvenient to me but when I ask this is the result.Desired Settlement: Value of 5x9 open trailer with gate for our trip 4/26/16

Business

Response:

March 31, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Tina Jaggers, our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and offered an apology for the inconvenience he experienced. He was also advised of a refund for the full amount of the rental back to his Visa account. The refund for $164.80 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 Tell us why here...

Review: Dear Sir or Madam,

I have tried twice to write to you on the Revdex.com site but after I get my problem written out and it says to submit, I lose everything so I'm going to write to you and send you the information I need for you to see.

In August of 2013 my daughter [redacted] put her belongings in storage with U-Haul in [redacted]. They had a credit card to take payments off every month from my bank account or my husbands but they sometimes charged us $15.00 interest giving the impression that the money was unavailable to them. On February 18th of 2015 my daughter went to [redacted]n and took all her belongings out of storage except for what the mice had eaten through which was well over $800.00 worth of stuff. A brand new double mattress and other belongings.

She got a statement from them saying that the balance of their payments was all paid in full but on February 20th, they again charged $177.70 as you will see on my bank statement and then again in April they took an additional $182.95.

My daughter phoned them and texted them on several occasions to let them know that they owed me a credit of $360.65 which they completely ignored. On October 16th, 2015 I wrote them a letter telling them that I wanted a cheque mailed to me in that amount by November 16th, 2015 but because I didn't mail the letter immediately, I changed the date to November 30th, 2015. To date they have not returned my money and the reason I wanted a cheque in the mail was because of them still taking money out of my account, I had to close off the account otherwise they would have kept deducting money each month even though my daughter picked up all she had in storage. She told them about the mattresses and they knew she no longer had any of her furnishings in the unit she was renting and she told them she didn't want mice infested mattresses in her home so she was leaving them. We had bought the box spring and mattress for our granddaughter in January 2013.

Is there any way that you could help me collect the money owed to me. That is my money and not theirs. I wanted to write to you so you could perhaps help me and if you cannot do so, I'm seriously thinking of going to the media in [redacted]n which would maybe cause them some grief if more people were aware of how they do business. I'm certain I'm not the only person that they have done this to. It is unfair for a business that is so busy to take money that does not belong to them and if they're doing it in [redacted]n, I'm sure they are doing it in other cities where they do business.

Thank you for your anticipated co-operation. I will be waiting to hear from you in New Year.Desired Settlement: Refund

Business

Response:

February 17, 2016 Revdex.com ID#: 1[redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Frederic W[redacted] our President for our Northern Alberta, Saskatchewan and NWT Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he had a pleasant conversation with Ms. [redacted] and addressed her concerns. He offered his sincere apology for the situation she incurred and provided his direct telephone number should she have any further issues. Mr. [redacted] relayed to her he would be glad to assist her. 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 accept the response I got from Mr. Fred W[redacted] Should I not receive a cheque like he promised, I am to get in touch with him at his personal phone number. I think this situation has been resolved and I wish to thank the Revdex.com's in all the different cities that helped me to resolve this situation after a year of trying to settle with U-Haul directly. They never answered any of my requests or forwarded my documents to Mr. [redacted] so I'm happy that I contacted the Revdex.com when I did because I was getting very frustrated.Thank you very much,[redacted]

I have reviewed the response made by the business in reference to complaint ID 11141550, 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,

Lillian Wolfe

Review: I rented a trailer from my local U-Haul on Dec 17, 2015. My original plans changed, and while I was still travelling to Virginia, I was now going to a different town. I picked up the trailer, not remembering that I had changed my plans. As soon as I got home, my husband reminded me, and I called and spoke to a representative that same day. I do not know her name, but she told me that I had 3 options. 1) I could take the trailer back, and re-rent it with my new destination. 2) keep it for additional days, for $20/day, and then return it at my original destination. 3) Return it by the original date, but in the new town and, and I quote, "pay the difference, if there is any." Since I reserved the uhaul on line, I went back to the website, and got a quote for new destination. The difference was around $1, which I was more than willing to pay. We made the decision to keep the trailer and drop it off at our new destination, paying the difference. When we arrived in King George, VA, the local U-Haul place took the trailer back. However, I was charged a Wrong Destination Fee of $37. No where in my conversation with the phone representative did she say that I would be charged the fee. Had she mentioned it, I certainly would have made a different decision. Can someone please contact me about the matter above to see if we can resolve it. I believe I was charged the wrong destination fee wrongly because I called to see what my options were and was not told anything about the fee, let alone that I was guaranteed to pay it.Desired Settlement: I would like the $37 Wrong Destination Fee refunded.

Business

Response:

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customers [redacted] and [redacted]. Godfrey W[redacted] our Area Field Manager for our Tidewater Regional Office, followed up on the information provided and sent the following email in response:Ms [redacted], sorry but you were charged the difference in rate at the time when you dropped off the trailer in King George. The location could not change that since you were supposed to drop off in Chesapeake, VA of course the rate had to change. What you were changed at the time was the difference. Thanks Godfrey Waswa U-Haul Co.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: DO NOT RENT FROM THIS LOCATION. MANAGER Mr. [redacted] is rude and we had to postpone our move because he refused to rent a truck we had reserved. This is what happened.-we called to reserve a truck on Friday for pick up the next day Saturday- Mr. [redacted] called us at 8:00 am on Saturday when we were on our way asking why we weren't there yet, because he rented the truck to someone at 1:30 (SOMETHING THEY DID NOT MENTION AT TIME OF RESERVATION)- we get there and we ask to speak with him because we weren't sure that we would be done by 1:30 pm- he comes out and says there's nothing he can do, and that "If you're not back at 2:00 I'll charge you!!!"-we said we'll do our best, so he leaves us talking to ourselves. -then as we were being handed the keys, he comes back and says- "you know what, you can't have the truck" - like an upset child, taking it personal, when it was him who made the mistake of not mentioning at the timeof reservation that there was a strict return deadline. Terrible manager, he never apologized, he was rude and never even said I understand your concern, or we are doing our best- nothing, he just stormed on and off the room to basically threaten us.Desired Settlement: An apology would be nice for the trouble caused by this incompetent manager

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology on behalf of U-Haul and the manager involved. He assured Mr. [redacted] he is very familiar with our GM and he is normally not the type of person to be rude with our customers. Mr. [redacted] relayed that Mr. [redacted] accepted his apology.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The business really did not do anything about the complaint, they just called and said they knew the manager personally and that he is not that kind of person who would do that. What kind of response is that? We received terrible service and people should know not to use this location. The manager at that location was rude and made us cancel our move, which is unacceptable especially because we did everything right and were extremely inconvenienced by the manager's tantrum and personal vendetta. Whatever happened to "customer is always right."

Regards,

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 comments Mr. [redacted] relayed. He informed our office a refund for $50 has been issued to Mr. [redacted] in accordance with our Reservation Guarantee Policy. The refund was issued by check and Mr. [redacted] should receive it within the next 10 business days.

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: Dear Revdex.com,

My name is [redacted] and I have a Ubox in storage at the Oakland, California International Blvd facility (unit [redacted]). I placed the Ubox in storage in October 2013 when I relocated to London, United Kingdom. I am now ready for my box to be shipped to London yet I have had the most difficult time scheduling a delivery from Uhaul. I have called every Uhaul and Ubox customer service number that I can find since last April, over 20 phones calls made and have left countless messages and have never gotten a person whom could provide me with an answer or ever gotten a promised email back. I even called customer relations and they said they could not help me.

Finally on June 20th I got ahold of [redacted] the manager at the Oakland branch. He said he would email me with all the details on how to schedule a shipment. After not hearing back from him by the 22nd I rang him again. At that point he said he was no longer the manager and to contact [redacted]. I finally got on the phone with him and he passed me onto [redacted] who sent me an email on June 24th ensuring that she would handle this and get my shipment scheduled. It is now August 26th and I have not only not heard back from [redacted] but nor her or [redacted] are returning any of my emails. I have even tried emailing the CEO of Uhaul personally, still no response.

I am at a total loss as what to do next and I am hoping you can help me. This is by far the worst customer service I have ever encountered and you can imagine how worrying this is as this company is in hold of all my worldly possessions. I have spent countless hours and long distance phone charges trying to get this taken care of and have now spent an additional $562.75 on storage fees when my unit should have been in transit.

Please help! The best way to reach me is via email as I am currently living in London. My email is [redacted]

Sincerely,

[redacted]Desired Settlement: My items to be shipped

Business

Response:

September 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was advised by email in August that we do not ship to England. Ms. [redacted] also mentioned the telephone number they have for Ms. [redacted] is not a working number any longer.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.

[redacted] did just reach out to me and she stated, "it could be close to the end of year before I can we can get a quote for you". So on top of the six months I have already been paying for additional storage they want to keep me hanging for an additional two months with no answer. I feel this is just an attempt to get me to close my Revdex.com case. I am still having the same problem they are holding my items hostage, charging me storage fees and not giving me any hopes that this matter will be resolved in the near future. I need them to provide me with a reasonable quote now with a ship date. Or I need them to return my ubox to my family's home and refund me for the past six months of storage fees.Thank you so much for your help Revdex.com, they only reason they have responded at all is because you intervened. I felt helpless before I decided to seek out your assistance.

Sincerely,

Business

Response:

October 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted], our Field Manager for our East Bay Regional Office located in Oakland, reviewed Ms. [redacted]’s recent comments to your office. He informed our office he has been in contact with Ms. [redacted] and is currently working on reaching a resolution.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Rented a van for the weekend to move across town. Reserved on the Uhaul website for daily rate of $19.95 and $0.50 per mile. Was charged $78.95 per day. Additionally, was charged for 5 days when the contract states I only used the van for 3. I have contacted Uhaul support twice now and they have supposedly filed an "objection" each time and that someone would get back to me within 24-48hrs. As of this moment, I have not heard back from anyone. For the use of a van, dolly, and 12 pads for 3 days and a distance of 215 miles, I was charged over $400. I am filing a dispute with my credit card company due to inaction by Uhaul.Desired Settlement: I would like to be charged the rate I reserved online of $19.95 per day and $0.50 per mile. With that rate and miles, as well as 3 days use of dolly, 12 furniture pads and CDW coverage, the total should be approximately $240...not $400+. Thank you.

Business

Response:

December 16, 2015Revdex.com ID#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our West Central Colorado Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for 2 days of $78.95, $20 for furniture pads and $10 for the utility dolly for a total refund of $217.90. He relayed Mr. [redacted] had the van for 3 days instead of the 5 days he was charged. The refund should post on his next Visa credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]ntU-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: I set up a reservation for a U-Box. 1. I never receieved any confirmation email about the reservation. 2. I called customer service and was told a reservation number but it was not the correct reservation number to access myuhaul.com to see my account. 3. I called the [redacted] office to change the delivery method from delivery to pick-up. The box was not delivered on Saturday which was fine since I said I would pick it up. When getting to the location they had no reservation information for me to rent a truck to tow the U-box. The clerk called the manager and they told them to rent me a truck and everything would be taken care of the next day. I returned everything before the store closed on 1-26-2014 and told them to ship out the box ASAP. 4. I never received any confirmation that the box was shipped out or billed so on 1-31-2014 I went back to the store and was told to contact someone else about the shipping. I called ** with Store It America in [redacted] IA and he told me the box shipped on 1-30-2014 and would be at destination in 5 business days. 6. I contacted the delivery location on 2-6-2014 about getting the box delivered to my apartment but was told that the box was not in and would be in on 2-9-2014. I contacted customer service (Larry)and was told that it was 10 business days for delivery from the time they billed me and that the information about 5 business days was inaccurate. I explained I had not received a billing but the customer service rep provided me one and was billed for shipping on 1-28-2014 at 1:44:25 AM for shipping. The shipping charge was $2.00 more than quoted. With this information the box should have been delivered on 2-11-2014. On 2-10-2014 I contacted customer suport again and spoke with [redacted] who told me my box should be in on 2-10-2014 but no box was received that day either. On 2-11-2014 I spoke with John who told me now my box would not be delivered until 2-14-2014 because it was 10 business days from the time the box was shipped. I told him that was not what myuahul.com stated because the exact phrasing from the website is "Estimated one-way shipping time: 10 business days after you request the box to be shipped to Sumter, SC. The estimated delivery date for your U-Box is based on the amount of business days after you authorize the shipping charge. " He file a customer objection report for me and told me I would be contacted in 24-48 hours about my issues with getting the box delivered as stated. 2-14-2014 72 hours later they have yet to contact me and I have even contacted the customer service again speaking with Angel who put in an urgent message about me not being contacted. I have not received a phone call from corporate about this breech of contract nor have I received my box.Desired Settlement: When my box is delivered to Columbia South Carolina, I want them to provide man power to help me unload it if the help I have is not available. I do not want to be charged for the delivery from Columbia South Carolina to Sumter South Carolina and if many power is needed I will not be charged for that either. I want the $2.00 refunded from the over charge of the one way shipping and I do not want to be charged for the rental or insurance on the box. If the box is lost I want full re-imbursement for all items in the box even though it will exceed the insured cost.

Business

Response:

February 28, 2014Revdex.com ID#: [redacted]U-Haul Ref# [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Area Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He has been corresponding with Ms. [redacted] and will be contacting her again if not already to offer a resolution for the delays she experienced.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: They were nice to start out with customer service wise and such. however, after our account was closed out, they never closed out the contract and charged us several more times. after going through loops to get the money reimbursed, we got emails saying that we have late payment penalties and our storage unit was going to be auctioned off...several months later after our service ended. now trying to get that figured out, we are going through more hoops. I would suggest that if you need storage or transportation of your stuff, to go to a different company to avoid the hassle that my girlfriend and I are going through.they also say that they will call us about this issue, but never do, so I am left calling them myself just to be told that someone will call back about this.

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

the charges that they have made on our credit card have been repaid, however, we are still getting emails about how we are late on our payment so they storage unit is being auctioned off...over three months later from when we supposedly closed out our contract. I just want all this done and over with.

Business

Response:

May 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Stephanie C[redacted], our GM for our U-Haul Moving and Storage [redacted], followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] has been refunded their storage costs for the auto pay that was charged for April and May. Ms. Clark advised Mr. [redacted] to disregard the emails from our Storage Department as we are dealing with a computer glitch that is in the process of a fix to get their account closed. Theresa J[redacted], our Executive Assistant for our [redacted], also spoke to Mr. [redacted] and offered her apology for the inconvenience he encountered with his U-Box rental. She relayed to Mr. [redacted] that we hope to have the computer issue corrected very soon. She also provided her name and telephone number if he had further concerns. Mr. [redacted] thanked her for the call and stressed that he just wanted the emails to stop.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made the arrangement with UHAUL to rent a 15 foot truck for one day.I picked it up on April 25th at 9am. I was told by [redacted] Uhaul I could drop the U haul anywhere at any Uhaul I would like, they gave me the wrong size truck, that I still paid 130 dollars for that I was quoted. I then dropped off the truck back in [redacted] NH on Saturday the same evening at 11:00 pm. I got charged 214 additional dollars stating that I had an in town rental truck and that I had the truck for two days. This is not true and I tried to explain this to him. The manager [redacted] said we are not refunding you. I have two people that witnessed what the u haul man stated in [redacted]. I have had not only the stress of moving,the stress of a smaller truck than asked for, they charged my credit card 344.00. I have never been spoken to so rudely all my life.Desired Settlement: DesiredSettlementID: Refund

Reimbursement of 214.00Reimbursement of legal fees if it gets to that levelalso a formal written letter from [redacted] apologizing for his unprofessional manner

Business

Response:

May 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our [redacted] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which should post on her next credit card statement.

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

Sincerely, [redacted]

Executive Assistant

U-Haul International

Business

Response:

May 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].

[redacted], our Executive Assistant for our [redacted] and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and investigated the situation. She issued a refund for $194.53 back to Ms. [redacted]’s Master Card account, which should post on her next credit card statement.

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

Sincerely, [redacted]

Executive Assistant

U-Haul International

Review: Rented a truck from UHaul and truck was substandard. could not drive without excessive vibration. I notified UHaul in Ft Worth and stated I wanted a reduction in price for the quality of service. I was told they would drive the truck and respond. They did not and charged my card the full amount without honoring their commitment to respond.Desired Settlement: partial credit

Business

Response:

September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He assured our office he addressed the rental with our GM of our U-Haul location Mr. [redacted] rented the truck. The equipment is safe and worked according to our standards but also mentioned the driver door did not seal properly causing a loud noise while on the road. A refund for $350 was issued to help offset the inconvenience Mr. [redacted] experienced during his move. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Uhual is trying to say I owe them all this money for milage I didn't use and tacked on all these extra fees and a 19.99 dollar van turned into $142 with bogous charges. Oh and this is the second time they have had problems with this in two different locations.

Review: I rented a truck and expected to need it for only one day. I was given an estimate of charges, which I agreed to and signed. My move took longer than expected, so I ended up keeping the truck for an additional day. When I woke up, I had a missed call from a number I did not recognize but no message, which I eventually figured out was from U Haul. However, U Haul had left a message with my 66 year old mother, whose number I gave them when they requested a friend or family member as an additional contact. They had also called her but left an ominous sounding message inquiring about the truck and threatening "further action." So, I had around 10 missed calls from her, as she feared the U Haul knee-breakers would be after me. I called the company, no one answered or returned my call. I finished with the truck, refueled it and dropped it off that night.

A couple days later, I check my bank account, fully expecting a charge for an additional day of use of the truck. However, the unauthorized charge is almost twice what I expect. I immediately called U Haul again. This time a female answered. I told her my concern of the overcharge and she took my name and number and said the manager would call me. Two days passed. No call, the charge to my account remains unchanged. I call again, a female answers, I tell her I already left a message and what I'm calling about. She takes my contact info again, says a manager will call, again. That was now four days ago, six days since the original call. The charge on my account is the same, no one has called or explained what the charges are for or even acknowledged that they were not authorized. The manager of this store has acted irresponsibly, unprofessionally, and possibly unethically by making fraudulent charges to my account and refusing to explain them, in addition to needlessly upsetting a 66 year old lady.Desired Settlement: I want the second unexplained charge removed from my account. I would have been more than willing to pay any fees I incurred if I had been given the respect and courtesy of a simple phone call. However, because the manage of this business did not see fit to do so, I can only assume that the charges were not entirely legitimate as first suspected. Given the aggravation and time this has taken during an already stressful event, I am no longer interested in an explanation and I would just like a refund.

Business

Response:

August 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.

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

Sir - I reviewed your contract and charges and it shows a 2 day rental being charged for a total of $127.92 - when the rental was initiated at the store on 8/1/2014 a hold was placed on your credit card for $79.51- when the truck was returned 2 days later on 8/3/2014 the balance due was $48.41 - the hold amount of $79.51 was then processed along with $48.41 to equal your total due of $127.92 - I do not see any other charges on your card

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

Sincerely,

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 am not satisfied with this proposed action, because NO ACTION was proposed. The respondent only restated what I had already explained in my original complaint, at least as far as the amount of the charges. No explanation was given for the amount, an itemized bill was not provided, the unnecessary call to my mother was not addressed, nor was their continuously neglecting to return my phone calls. The company's lack of professionalism, and disregard for customer service and respect was also overlooked. By avoiding all issues, it reinforces my belief that U Haul has overcharged my account and cannot justify its actions supporting that I should be refunded $48.41.

Thank you,

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], reviewed the recent comments from [redacted] and sent the following email in response:

Sir, I apologize that my first response to you resulted in your sying NO ACTION was proposed. I tried to explain how your charges were calculated. I am emailing copies of your contract which show the charges. These charges are correct. When the truck was not returned after the first day, it is our procedure to call the #s we have on the contract in an attempt to determine where the truck is. I see by notes on this contract that both #s were called. I am sorry that this call to your Mother upset her. We strive to provide excellent customer service to each customer we have, and I apologize that we did not meet your expectations.

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 November 24, 2015, I rented U-Haul towing equipment. Contract#[redacted]. My estimated Total Charge was $70.07. I towed one load to Lynn MA same day, got another load from Salem MA to Hartford CT same evening and left it ready to go next morning. Next morning I found out that 2 tires were flat and cargo slightly moved off tracks, making it nearly impossible safely unloads it. Fortunately, I was able to secure cargo without injury to myself. I made attempt to fix flat with 2 cans of rubberized spray commonly known as Fix a Flat Tire Aerosol. It didnt work out, and I placed call to U-Haul roadside assistance. I told operator my location and that I have cargo on tow equipment and more importantly that I have 2 (TWO) flat tires. Roadside Assistance represented by Sullivan Tire technician arrived hour later to wrong location with only 1(ONE) spare tire and same Aerosol to rescue. After few more attempts to resolve an issue, I start looking for another tow equipment to replace current one. Nothing around was available. Meanwhile its 9.20 am and I have to deliver cargo before noon deadline. I had no other choice as to contact partnering tow truck operator help me move cargo. Overall it cost me $600 to fulfill my contractual obligations. When I returned damaged, useless tow equipment to nearest U-Haul location, I was charged $276.25. I refused to pay, but was charged anyway. I placed a call to rental location, unsuccessfully trying to resolve charges. Entire time I was assisted by East Lynn Auto employee, who is prepared testify in court events as they happened.As a result of these unfair and deceptive practices, I suffered loss of money as follows:-for the charge in excess of initial rental quote - $206.18 (as per bill)-reimbursement payment for substitute transportation - $600.00 (as per bill)-for two cans Fix a Flat Tire Aerosol - $18.70.Therefore, I demand the following relief: amount to be paid at once $824.88Desired Settlement: I demand the following relief: amount to be paid at once $824.88

Business

Response:

March 13, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Matt Dougherty, our Gm for our U-Haul Moving and Storage of Springfield, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and requested the receipts for the tow bill and expenses incurred be sent for further review. 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:

NOBODY CONTACTED ME FROM U-HAUL AND NOTHING WAS REQUESTED

Business

Response:

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jessica A[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, reviewed Mr. [redacted]’s recent comments and sent the following email in response: Good afternoon Ilya, as per our conversation please forward any receipts for expenses you incurred during your rental to this email. If you have further questions, please feel free to contact me at 413-535-0150. Thank you. - Jessica A[redacted] EA We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: On Monday June 29 2015 I called U-haul Corporate Office regarding a complaint over a very bad experience me and my wife had with renting a U-haul truck and dolly. I was told that somebody will get back to me within 3 business days. Its been 8 business days and I haven't been contacted by anyone. I called again on July 7th 2015 and numerous other times. U-haul keeps telling me that someone will contact me back. I am outraged that this matter is still unresolved and that nobody tried to contact me at all.Desired Settlement: As a compensation for all the problems, time lost and money spent ever since all this happened I feel that a refund in full of my purchase would be reasonable.

Business

Response:

July 22, 2015

I hope it's not too late to give some praise to theses two individuals, but I just want to say Lucas R[redacted] and Leslie H[redacted] located at [redacted], GA 30606 U-Haul are outstanding people. If it wasn't for them I would not be starting a new life in FL with my fiancé.
At first I was going to go to budget because originally it was cheaper but when I got there they added $300 dollars to my bill for "taxes" and other ridiculous stuff. I had 24hr till I moved and I was ready to just curl up in a ball and cry. I went to this U-Haul down the street and I told Lucas the problem NOT ONLY was he supper understanding, he also matched the original price that budget gave me. Leslie was also working so hard to help me ON HER BIRTHDAY. They both had the best customer service I had ever seen and they were also extremely nice!! The move went great and its all thanks to them!!!!! THANK YOU SO MUCH! You LITRALLY saved my life.

Review: Aside from the hundreds of problems that have arisen this is the major problem. I made a reservation for a moving truck 2 weeks prior to pick up date. In the 2 weeks between time of reservation and time to get the truck and trailer. They kept crossing information with other future reservations or past rentals. They had called me two separate times to tell me that all they now had was a small truck or that they did not have a truck at all. They did this one day prior to move and I advised them they would need to find a truck or I would hold them liable for damages. So after sitting on the phone with them for over 2 hours they tell me they found a truck and would be at [redacted] location but at later pick up. I told them I had movers scheduled and could not move them to different time frame due to such little notice. Then they tell me they will have truck and trailer there as scheduled. Once I got there they did not have the trailer needed for the move and truck was not back yet. Once I asked to speak to manager, the general manager came out and said there was nothing he could do. I told him this was unacceptable and would need to correct the situation. He then began to laugh at me and started to walk away. I immediately asked for his manager name and number to another employee standing there. Once the employee gave me that information the general manager laughed again and said to all the employees, "what is he going to do...complain about me?" I was beyond frustrated and walked out. I then immediately called there corporate office and spoke to a lady who said they would be issuing me a $50 check in the mail for my inconvenience. I then proceeded down the road to a Penski truck rental and received a truck right away.

So the next fallowing weekend I had a reservation for a large utility trailer. Back in June of last year I purchased a $100 gift card from u haul and never used it. When I got to the San Pedro location I wanted to use the gift card. The general manager told me I could not use it till rental was returned and there for would have to pay for trailer but when I returned he would refund a $100. I advised him I lived on other side of town and would spend more in gas to come back than what was going to be refunded. So I asked his boss if they could refund the amount back to my credit card on file. He said "yes". So when I returned the trailer I had to call several times to get them to actually refund the amount. Once they did I asked when they were sending the $50 for the guarantee truck rental that never happened back on [redacted]. They said in 7-10 business days. I waited 2 weeks and still nothing. so I called them back and asked again. They said we refunded you a $100 on your card. I told them that was for a gift card I purchased back in June of last year. They said "oh okay well we will send it out right away. So I waited another 2 weeks and same thing. Yet when I am on the phone with their [redacted] dispatch office they tell me again we issued you a $100 refund. Again I advised them that was for a gist card I purchased. So the lady I'm speaking to hangs up the phone 2 times on me, and I had to call her back yet she had my number. This time when I get on the phone I tell her I have had enough of the stupidity and bad customer service but more than nothing the scam they are trying to pull. So when I advise her I will be filling a complaint with the better business Beau. She had they adasity to tell me well we should have not had to given you a refund because when we called the store on [redacted] they told us you went to another store to try and get a truck and when you were there they had to call the police. I stopped her immediately and told her lies don't fly with me. I told her I never went to any other store as no body would have. I told her I have the contract from penski that shows me renting a truck not even 30 minutes later. I have never seen a company lie and lie some more to try to cover there tracks. I see more and more bad service and bad behavior from uhaul growing worse everyday. This is why I have stopped using them all together. we did business with them almost every weekend and have done tens of thousands of dollars of bushiness with them. And the service in [redacted] is so bad they make up crazy lies to try to get you to go away. I am filling a complaint as they never did issue any guarantee refund yet lied about it. I asked for a copy of phone calls made from beginning of this problem and they said they don't have the ability yet when you are on hold it says they do. What I believe happened is they have had so many complaints from that store, that the GM lied and made up stories as I heard from other store manager his job was on the line for this very same thing. And I can prove this. Not only did he lie but I have never had contact with police..not even a traffic ticket. So when I was told this by this lady I spoke to on 6/29/2015 I told her I would also be seeking damages because of the amount of time I have had to waste and time lost for movers because they cant get there act togetherDesired Settlement: I want what was promised to me. I also want a hand written letter from CEO of company for his/her employees making false allegations and covering up their mistakes. I have never seen such deceit and misleading customers before.

Business

Response:

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He advised him of a refund for the $50 Reservation Guarantee Fee and provided his telephone number for personal help if you found the need to use our U-Haul services again in the future. Mr. [redacted] explained he would take care of his reservation needs from start to finish. Mr. [redacted] relayed he would be in contact if he found the need to rent from U-Haul again.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called U-Haul on Monday, Oct 12 and asked them to not ship my container that day and instead put in storage. I had last minute changes and I wasn't sure I was moving and didn't want it to ship till I knew. The next morning I called and advised I wanted them to ship it asap. They told me it was no problem and it would ship to Tennessee on the 14 th and arrive the 26th. 7 days went by and no one called me and told me anything about how I should pay or if it was on schedule so I called them today.

The first person I spoke to told me first it was in Tennessee and then told me she didn't know where it was. I was then transferred all over the entire company of U-Haul and no one knew where my 7x7 container full of my stuff was. I called the movers and asked them to confirm the location they dropped it off at and I then called that location. They said they would try to find it and said they would call back and never did. I called everyone again and someone finally located it and said they would ship it and they don't know why it wasn't sent when I was told it would be. They won't expedite the shipping or discount the services. There recording states they monitor all calls to ensure they are doing what they say but no one would look up the call. I offered date and time and they didn't care. They are taking no accountability for there error. They are now saying they won't get it to me till maybe Nov 1st.Desired Settlement: I want my container shipped and the cost waived due to errors on their part.

Business

Response:

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Samuel L[redacted], our GM for our U-Haul Moving and Storage at Fairmont Dr., followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the gap in communication. He explained the shipping process and advised her of a refund for $50 per day we are late on delivery. Estimated time of deliver is November 5th.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:

While the business did provide me a $50.00 late fee for the days they were late as written in their contract, they did NOT offer anything additional. I would have been happy with 15%-20% off. Instead, I was promised a call back but was texted instead, when I texted back I got nothing in return until I told the manager how happy I was via text. I was sent back an excuse about his son. While I'm sorry his son may be sick, I am a customer and not his best friend. Excuses do not work on upset customers. That is not how you run a business.My entire experience with UHAUL has been a disaster from the moment my container arrived at the location till it was dropped off (a month later) in Tennessee. After all the issues I had, I arrived at the TN location to find that they put my box in a very dark lot with no lights and they expected me to go back there and unload it on my own. They couldn't find the fork lift keys and couldn't move it to somewhere lit. I had to get them to bring a truck out and turn the lights on. I was then called a week later and asked when I was picking it up. When I explained that I did, they replied with "oh that must be that container way out in the back". Thanks a lot. They told me they would call be back, never heard from them. Does this mean they are going to charge me again? Probably!The most frustrating thing about UHAUL is they say they record all calls to ensure they are following through with what they said. Not once did anyone offer to pull my call and listen to it. That tells me they did and they knew they screwed up or they just really don't care. [redacted]

Business

Response:

December 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Samuel L[redacted], our GM for our U-Haul Moving and Storage at Fairmont Dr.,reviewed Ms. [redacted]’s most recent comments to your office. He advised our office he spoke to Ms. [redacted] on or about November 14th and explained she would be receiving a refund for $450 plus an additional $50 in the interest of customer good faith. The refund was issued back to her Visa account and should post on her next credit card statement if not already. Mr. L[redacted] mentioned her U-Box arrived 2 days prior to her new guaranteed arrival date. He also relayed he had been away from work for two days dealing with a personal family issue. He attempted to pull her recorded calls but has not been able to retrieve them. He assured our office he has gone above and beyond to help Ms. [redacted].We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: Today I received a call from my former employee [redacted] She explained to me that she was unable to rent from Uhaul because they are linking her to a delinquent record that our company holds. It was very upsetting to hear that this matter has not been cleared up. In September when being denied a rental, I did offer proof of payment for the outstanding balance that we where connected to. I was told the copy of the receipt would be promptly sent to Uhaul and that it will all be cleared up asap. I do not like being lied to, and furthermore it was rather difficult to extinguish the abundance of anger that overwhelmed me after receiving the call from [redacted] because now it is effecting someone that should have nothing to do with this issue in its entirety. Thankfully I still have a copy of the receipt. It has been well over a year since this was paid. It should never take nearly this long to go through a few records and pull up a paid invoice. Especially after being provided a copy and the date.Desired Settlement: I would like the outstanding balance adjusted and to have [redacted] link to me or the company removed so that this will not happen to her again.

Business

Response:

January 21, 2016Revdex.com ID#: [redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Penny S[redacted] a Customer Service Program Manager, followed up on the information Mr. Bryant provided and sent him the following email in response:Hi Shawn,We tried to charge but the amount was then reversed. You can check your bank statements as well. The card we had on file was ending 1184. I'm sorry you were given the impression this was paid however this debt is still valid unless additional proof of payment can be given. Ms. S[redacted] mentioned that Mr. B[redacted]ent her an email he received from our Collections Department that indicated his credit card was charged. However, Ms. S[redacted] found the charge was reversed shortly after and when she checked to see if the amount was ever paid on the card, none was found. She then emailed him with this information and has not heard back from him.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 was sold an off rental box truck - and I believe deceptive practices were used. The truck has a blown engine.

I purchased an "off rental" Box truck from the Fort Walton Beach store - which is under the supervision of the South Alabama district, a Mr. [redacted]. The truck I purchased has a blown engine - which was first suspected within the first 3-5 miles after purchase, and later confirmed by a mechanic. There are other irregularities in the representation of the vehicle. I have attempted a number of contacts, no one will return a call to resolve this.Desired Settlement: I would like either a full refund, or the truck returned with the full purchase price toward another vehicle.

Business

Response:

October 7, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted] or [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, followed up on the information Mr. [redacted] provided. He informed our office he has left messages for Mr. [redacted] on three different phone numbers they have listed for him. He explained he knew there was fuel in the truck because they replaced the fuel pump before the sale. Mr. [redacted] test drove a few trucks and chose the one he purchased. He was given the condition of the truck and repair history of the truck as is done for every customer that purchases a used truck. The receipt he was given indicates, as was he made aware of, that “Truck sold AS IS, NO WARRANTY, either express or implied. U-Haul makes no warranties beyond the description herein.” Mr. [redacted] mentioned that Mr. [redacted] was given the opportunity to take the truck to his mechanic in Niceville. Mr. [redacted] was aware of this because Mr. [redacted] told our GM where his mechanic was and our GM had called our Truck Sales location and confirmed paperwork that would need to be filled out to do this. Mr. [redacted] has failed to call Mr. [redacted]. Mr. [redacted] chose this truck after he test drove it and then purchased it. Mr. [redacted] stated he will not make a refund or exchange the truck and we were unaware of a blow engine when the truck was sold.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:

There is virtually nothing in this response that is truthful or accurate.I never received any calls from My [redacted] despite many promises from his staff that he would call. I have tried to reach him at least 5 times - and his staff claims he called in one case Mr [redacted] from the Arizona Office explained that Mr [redacted] did call me - when in fact no call, no message was ever received. These are total and complete fabrications.It is also not correct that there was gas in the fuel tank prior to our test drive. We were told the fuel pump was replaced as the sole reason there was no gas in the truck. We supplied our own gas which we purchased on the way to the test drive. This is further evidence that U-haul either has not taken this situation seriously - or continues to build their story on a stake of further untruths.We were asked no to drive far ( just around the block) by the store manager Ms [redacted] ( sp) the reason cited was no insurance or license. We heeded her request and only took it for a very short drive-where the truck performed satisfactorily in the 1-2 mile slow speed test.We purchased the vehicle based.We intended to have the truck inspected by a mechanic prior to entering it into the fleet. On the way to the mechanic - approx 2-3 miles from the store that sold the truck - the engine failed. It took several weeks and 2 separate mechanic visits to uncover:1) The engine has lost compression in 2 cylinders2) After the mechanic took a sample of the fuel from the fuel tank it was was fully tainted with rust. The mechanic stated that it was impossible that the fuel pump was replaced, and that the truck was likely sitting dry for a long period of time prior to being sold, or the fuel take would not have corroded and fouled the fuel. This is likely a complete cover-up by the selling agent.Finally, after filing a complaint with the Florida Department of Highway Safety, we discovered that the Fort Walton Store was illegally selling vehicles - and that they did not hold the required license to conduct such business. They have been issues a cease and desist order from the State of Florida.There is a string of illegal activities and false representations by U-haul as described above - and I have never been given the opportunity to discuss a reasonable resolution.I continue to be willing to reach a settlement with U-Haul- despite their repeated false statements and illegal activates.If I am forced to seek civil remedies, I will not be easily satisfied.This behavior is outrageous ![redacted]

Business

Response:

November 3, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted] and [redacted]., which is listed on the sale agreement.[redacted], our President responsible for the Fort Walton Beach area, reviewed Mr. [redacted]’s recent comments. He explained he attempted to reach Mr. [redacted] again without success. He is extending the offer to issue him a refund for the entire amount of the sale. However, Mr. [redacted] will need to get the truck and title to our Pace Blvd. location in Pensacola, FL. Once Mr. [redacted] is in possession of the truck and title, he will submit the refund for the price of the sale. 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