U-Haul International, Inc.

Review: The poor experience my family has had dealing with U-Haul began with the pick up of two Uboxes at the Xtra Attic U-Haul location near Columbus, MS on June 16th, 2015. The awful customer service from that location manager ultimately ended in us having to install the Ubox door latches ourselves.Next, on July 24, when we arrived to the Rockledge, FL U-Haul location to pick up our UBoxes we found out that one of the boxes had been significantly damaged and the other box was missing. The location manager knew of the damage to the box when it arrived in Rockledge on June 30th, but nothing was done to inform us of the situation. The location manager, Tony, was immensely rude as we requested to be present at the transfer of our property from the damaged UBox to another container, and we had to call the corporate office to stop the U-Haul location from moving our property without us present. I then had to contact U-Haul on July 29th to see if the missing UBox was found as I had yet to be contacted about its whereabouts.I was given the contact information to the area Traffic Control Manager, [redacted], and attempted to contact her every day from August 3rd through the 7th to move forward with getting paid for our damaged property. we were finally contacted by [redacted] on August 10th. Several days later we were incorrectly charged for more storage fees though we no longer had any property in storage with U-Haul. We've attempted to contact [redacted] on August 21st and 28th and have yet to be called back after leaving her multiple messages.Also, no actions have yet to be made by U-Haul or the insurance company they work with to reimburse us for our damaged property.

Product_Or_Service: UBox

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

My husband and I are both active duty service members and are not co-located. We have put far too much valuable time and effort into trying to correct the mistakes made by U-Haul and have still yet to be treated respectfully or adequately reimbursed for their shortcomings. We demand to be refunded the charges for services not rendered by U-Haul and reimbursed for the absolute terrible customer service we've experienced.

Business

Response:

September 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the U-Box arrived damaged and unable to be placed on a trailer for Ms. [redacted] to take home. Once we received authorization for the box to be off loaded into a U-Haul truck, we hired movers to do the transload while our customer was present to supervise and then get their goods to their home. The second box was never missing but taken to a different warehouse due to the fact indoor space was not available at our original location. Ms. [redacted] relayed that Ms. [redacted] was scheduled on three separate occasions for pick up since the box had arrived on June 22, 2015. When the box was still not unloaded was when it was moved to our other warehouse. She explained she spoke to our customer on several occasions about receipts and she emailed what she could as far as what was charged to their credit card. She gave them a $200 credit for the confusion and delay in retrieving their belongings, to which Mr. [redacted] agreed. When she was notified of damages, she started a report for [redacted] Insurance Company and emailed them the claim# [redacted] and provided them with the telephone number to [redacted] as well. As of August 11th the claim states “Closing file and incident only at this time. If customer wishes to pursue a claim for cargo damage, please refer them to [redacted] Can reopen the claim at that time.” Ms. [redacted] stated she has only received one message and called and left a voice mail message on the number left with her office. She would like to personally speak to Mr. or Ms. [redacted] to see how she can further assist them. 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.

1) The second box WAS lost by the Rockledge location because when I arrived to pick it up on July 24th the location manager DID NOT KNOW WHERE IT WAS, and the system said that it should be located in Rockledge. The general manager was able to track down the box after discovering the mistakes of the Xtra Attic UHaul location and his own logistical mistakes. The box was not found again until July 29th, after [redacted] (Rockledge location manager) took days track it down. 2) I consistently left messages with multiple people in [redacted]'s office. I was never transferred to a voicemail, rather I was made to trust the person on the other end to relay the message. Although I had been contacted after my calls in early August, the calls in late August were to inform [redacted] that we have been AGAIN charged for storage even after we have picked up all of our property from UHaul. I have still have not been contacted by [redacted] concerning this matter.3) The number [redacted] gave me for [redacted] Insurance company was the INCORRECT phone number. I had to track down [redacted] phone number myself and call to inquire about our claim. I have also left messages with [redacted] and STILL have not received any calls back from that company. 4) [redacted] added the $200 dollar reimbursement before the issue had been completely resolved. I told her that my priority was to take further steps into finding out how we will be compensated by [redacted] before we completed our business concerning the gross incompetence we have seen by Uhaul.5) I have also requested to speak with [redacted]'s boss by leaving messages with his office, but again have not received a call back from him. I was told his name is Cal and he works in the same office as [redacted]. For a company who decorates themselves as being supportive of United States military, two very busy active-duty customers have not been shown much respect by Uhaul in this transaction.

Regards,

Business

Response:

October 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Florida Regional Office, reviewed Ms. [redacted]’s recent comments to your office. She explained she contacted Ms. [redacted] and left a message offering her apology for giving the wrong number for [redacted] Insurance Company and that it was not intentional. She provided the correct number and let her know they would need to follow up with [redacted] on her claim for damages. Ms. [redacted] also explained the U-Box contract has been closed and there should be no additional charges and that she had refunded for the three months rent that was charged as well in the amount of $170.70. She left her telephone number if Ms. [redacted] needed further assistance or had other concerns. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: In February of 2009 my wife and I entered into a rental agreement with U-Haul in Lacaster, OH for two 10X15 storage lockers. The units, per their own advertising are "Climate Controlled: Just like home" and are "Clean-Dry-Secure". This was an important part of why we selected this facility. We were moving from Florida to Ohio and needed a place to store our household belongings (for typ. 3-bedroom house). While we rented the lockers we made occasional trips to access them to get items out, add new ones or to donate items we no longer needed. During those trips there was no noticeable issues.

On July 24, 2015 we went to move our stuff out and into our new house. Upon arrival we found our non-adjacent units covered in mold caused by large amounts of water that had come through the roof (the leak directly above one of our units). As the water evaporated it raised the humidity and allowed the mold to take hold. The facility took obvious measures to minimize their risk and attempted to dry the facility out by using fans or to start covering units with tarps. However, the damage was done. The concrete slab is/was saturated and the paint was peeling off their walls. At no time during the roof leak period did Uhaul contact it's clients to let them know of potential damage. They took steps to cover it up to protect themselves from financial exposure to us or other units in the same area. Uhaul has recently paid for half of our claim (cleaning our belongings) but is not responding to the final $4,450 of the claim to replace items that are beyond repair or cannot properly cleaned, like couches and mattresses that may have internal mold growth.Desired Settlement: We filed our claim with U-Haul the same day and have only had half of our claim covered. RepWest, who processes Uhauls claims, stated that Uhaul has the information and they need Uhaul to authorize payment. We want payment in FULL for the cost of items lost due to the gross negligence of Uhaul. I know they will want to depreciate the cost of our items but there are 6 years on non-use. This claim has taken to long to sort out. 5 months with air mattresses and a borrowed kitchen table is to long.

Business

Response:

December 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]I contacted RepWest Insurance Company regarding Mr. [redacted]’s claim. I was informed his claim has since been resolved. If he has any further questions, he can contact his adjuster with RepWest Insurance Company.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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: [redacted] the General Manager was completely unprofessional when $25 cleaning fee was questioned. I have been a business owner for 10 years and am shocked at his demeanor. It was like arguing with a teenager. I was not given an explanation as to why the $25 fee was billed. It was stated that debris were left in the truck but when asked what debris, he was unable to remember. I called UHaul 4 times prior attempting to dispute this $25 fee. Once placing a ticket but never received a phone call back.I asked to speak to someone above him (Jesse). He stated that I could call the #800 Uhaul number that he would not give out his bosses information to me. In all of my business career I haven't had an individual speak to me in this manner.Desired Settlement: DesiredSettlementID: Refund

$25 Clean Fee Reimbursed and treated better.

Business

Response:

June 1, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the $25 cleaning fee was issued back to Ms. [redacted] at the time Ms. [redacted] filed an objection with our Customer Service Department. Ms. [redacted] stated she wished she had known sooner as she would not have given U-Haul a bad review and wished she could take it back. The refund was issued back to her [redacted] account on May 19th and should post on her 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,

Executive Assistant

U-Haul International

Review: Rented a u haul truck to move. Vehicle ran out of gas twice during move as gas gage was not functioning and stuck a 1/4 tank. This issue resulted in a day delay, a late rental return, a safety issue on the highway, and an additional $60 dollar charge. Made 3 attempts to contact the manager to request a refund for the extra day and he refused to return my call or discuss in person when I returned the u haul. I was charged two extra days for the mechanical issue and never contacted by the manager. I would like a refund for the days charged that where caused due to the mechanical failure.

Product_Or_Service: 17' Moving van rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of $60 dollars.

Business

Response:

November 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $59.90 back to Mr. [redacted]’s [redacted] account as requested. 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: The last time I rented a truck from UHAUL was sometime in 2006 and we the hispanic guy brought me the truck, it was an unmarked truck that seem like it wasn't even a UHAUL truck. However, since he said it was the only truck they would have for the day I accepted it, but once I got to my apartment the truck broke down. I contacted the emergency vehicle number right away and informed them of the vehicle's location, they said someone would come tow the vehicle, but no one ever came. I called repeatedly the next day, and explained to them that I needed to move my furniture, and why would they even give me a broken down truck, and that I contacted the emergency number inside the truck but noone ever showed up. So I went and got someone to repair the truck on the property of my apartment building, and the truck statred working, at that time I moved my furniture and went into the gas station to refill the truck to it's required gas level as charted. I then turned the truck in and requested the refund of my deposit money. The store clerk explained that they didn't have enough cash in his register to refund me my deposit, that I would have to come back the next day. I couldn't come back the next day because of transportation issues, so I evenually forgot, however this would be the 2nd deposit this UHAUL location have riped me off of. However, later I tried to rent a UHAUL truck to move my stuff from my current apartment and they said I owed them a little over $500, and I asked how do I owe you money, if anything my account should be credited with the 2 deposits that UHAUL never gave to me because of an issue on their part.

Product_Or_Service: truck rental

Order_Number: unknown

Account_Number: unknownDesired Settlement: DesiredSettlementID: Refund

I would like UHAUL to clear the debt of $500-$600 off from under my drivers license and my UHAUL account number. I would also like UHAUL to pay back my 2 security deposits ($400) they were suppose to return to me because I return all vehicals on time, gased up, and in the same, if not better condition I recieved them in.

Business

Response:

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, left a message for Mr. [redacted] requesting a return call to personally address his concerns. He explained the lessee listed on the rental contract is responsible for the debt, which came to $750 and only $200 was collected at the time. He will discuss the information with Mr. [redacted] when he hears back from him, 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,

Executive Assistant

U-Haul International

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

November 9, 2015Revdex.com ID#: 10866563U-Haul Ref#: 986829Thank you for your concern for our customers Jesusa Flores and Lorena Castillo, whose name is on the actual rental agreement.Heather Penix, Senior Staff for our Ohio Regional Office, followed up on the information Ms. Flores provided. She informed our office she spoke to Ms. Flores and explained the charges on their contract. She relayed she confirmed the refund for $36.34 back to their Master Card. Ms. Flores stated she would review her card again and call Ms. Penix back if she still does not see the 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,Maria PalmisanoExecutive AssistantU-Haul International

Review: My name is [redacted] and this is a complaint against Uhaul in [redacted]. I will definitely be bringing a lawsuit against them when l(we) get ourselves settled down. On June 2,2014 Uhaul held a Auction Sale, and they sold our belongings in units #[redacted] & #[redacted] . Inside those units were everything we own, our very lives were in the units, pictures, degrees, marriage certificates, birth certificates, business stock, laptop, clothing, furniture, books,etc. Everything we own. All we asked Uhaul was for the time we were being billed for . Unit#[redacted] was past due and we were being billed for 6/2 to 7/1/2014. Unit #[redacted] was pasted due, and we were being billed for 5/15 to 6/13/2014. Unit #[redacted] was pasted due,and were being billed for 5/14 to 6/13/2014. We begged and pleaded for only two weeks and it wasn't a full 2 week s. We stated that we would pay our units in full on June 13,2014. We were behind due EUC being cut off on Dec 28, 2013 unexpectedly, and we had to go to a Homeless Shelter. So our units were not paid, but we sent countless e-mails to the Uhaul explaining our situation. Countless e-mails that we sent to the Old GM went unanswered. Countless e-mails that we replied to the New GM were returned as undelivered (He had a No­ Reply type e-mail on his email address). So we called. And the New GM gave us another e-mail address that we could send him e-mails too.... It was incorrect. [redacted] we later found his name to be [redacted]! He denied our request for the extension of our payment to be received on 6/13/2014, and he sold our belongings. I even offered to pay the Auctioneer's Cancellation fees. He declined. Our families finally were going to help us, but he wouldn't give us the time to pay for our 3 units even though that amount was in amount due.Desired Settlement: We feel this action was Ruthless, Cruel, and overall in Bbad taste. We had stored our belongings at this particular Uhaul for 2-3 years at a time(3 times) and this time was the third time. As good of customers that we were, we fell on extreme hard times, and our units were 4-5 months behind, but the time billed, could have easily been allotted and we would have had our belongings. Instead, [redacted], hurt us so bad, that we comptemplated Suicide. The connection to our live's were in our units, and we didn't know how much pictures of our family, your work, your personal stuff was a part of who you are. Either way we survived the traumatic selling of our stuff, but didn't understand the cruelty of not allowing us the time were already billed to pay.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office attempts were made to offer Ms. [redacted] a settlement but they did not hear back from her. Ms. [redacted] relayed that Ms. [redacted] was aware of the auction date as well as was called numerous times. Payment had not been made on the units for six months. Ms. [redacted] assured our office proper steps were taken on the storage units before the auction. They tried to work with Ms. [redacted] by offering a settlement so the auction would not take place. Please be advised that having to proceed with an auction is a last resort to receive past payments. We would rather see our customer retrieve their belongings than to have to auction them in order to receive past payments.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.

Please provide direct evidence of their phone calls and my non response.The settlement that I was told of was on June 2nd, to come and get my belongings that day, and provide an offer of settlement that day. I explain that my family was giving me the funds on June 13th, and I could not settle that day, and come and get my belongings that day, and thus truly needed until June 13th.I was in a Homeless Shelter from Jan 8th to 4/30,2014 and had limited calling capabilities and no funds at all (due to EUC expiration -we received euc for 1 week only!). I have countless e-mails to the Old GM, as well as to the new GM - (the new GM's was undeliverable as we were given wrong information, twice, however our e-mails still were delivered as I sent them to the second e-mail address given to us, (as they always sent us receipts of our payments from this e-mail address, so we knew it was a good e-mail address). I have actually proof, of all we did, including begging.So yes, I was aware of the auction, and I sent countless of communications, letting them know our situation...Which was hopeless at the time and Grim. However I still continued to contact them, (and as I was in the Homeless Shelter, I literally had to beg for a bus pass from the[redacted] of [redacted], to go all the way to the downtown Library in order to send an e-mail, which I was in the dead of Winter!)I will print, scan the e-mails, and all the communications that I sent, and I expect UHaul to do the same.This was heartless and Cruel, and to say, that I just let it be done without trying to save my belongings is an boldface and outright lie. And one for which I can prove in court! Soon!I will reply again with attachments of scanned documents.Sincerely, [redacted] (Also, I also sent e-mails directly on the Uhaul site, to the Manager, so even though he made his e-mail non-Replyable, I still went through the UHaul site as well and sent communications. (Which I kept that information as well by doing a PrtScn and pasting it in Word)

Regards,(I asked for Two weeks! That I was being billed for anyway! And my unit #[redacted] was billed for June 2 - July 1, 2014, so they even factored in a whole month more that I would have had to pay, without even considering an 2 week extension! Unusual Cruel and Just plain Mean and Nasty!)

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent information Ms. [redacted] relayed to your office. He explained Ms. [redacted] does not have a phone so the only communication they have been able to have is via email. They have been trying to come up with a resolution, however, every time they ask her via email to call to discuss how we can reach an agreement, Mr. [redacted] relayed that Ms. [redacted] responds that there is nothing they can do and refused to talk to his office. He assured our office they followed proper and legal steps when it came to a point they needed to auction Ms. [redacted]’s items she had in storage. Mr. [redacted] also relayed they gave Ms. [redacted] multiple opportunities to come up with a settlement before the auction. They wanted to see if we could do a settlement form and have her move out or do a payment plan, which was unsuccessful. Payment for the units were not received for many months. Finally, five days before the auction, Ms. [redacted] said she would come in the day before the auction to make a payment and set up a payment plan, however, she did not. Although unfortunate, Mr. [redacted] stated they tried to do everything to help Ms. [redacted] with the situation.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I arranged a truck rental on 7/16/15 with a pick up date of 7/18/15 at my desired location ([redacted]). At 9am (the time the Uhaul rental location opened) on 7/18/15, I arrived at the [redacted] Uhaul and stood as the 3rd guest in line while ONE employee was working. After 20+ minutes standing in line,I was told my rental truck was at the Moraine location on Dryden road (8+ miles out of my way)! I never received notification of this change! I asked for any other available rentals at the [redacted] location so I could move a piano. I was told there were NO options and I would have to go to the Dryden road location to pick up my rental. When asked why I didn't receive ANY notification about the change of location, the employee told me should could not help me and that there was no manager on the premises and I would have to discuss the matter with the Dryden Road location. This is unacceptable customer service! In transit to Dryden Road, I got on the phone with their staff and asked to speak to a manager. There was no manager available. (The busiest day of the Uhaul work week and no managerial staff is available to discuss concerns?! Unacceptable). I was tranferred to customer service, where the representative put me on hold and then hung up on me sending me to a third representative. This representative, named [redacted](?) had a very difficult accent and only offered a 20 mile extension to the 30 mile limit. When I continued to express concern about lack of communication she did not even offer an apology. I told her a 20 mile extension is not acceptable and I want to talk to her superior. None were available. I asked three times for a superior and/or a lessening of my payment for the rental. Nothing was done! She offered to have someone recalling the matter and over a week later, noone has called me! Unacceptable. I was left with no other option but pay full price 150+ dollars just so I could complete the moving task I had planned for the day.

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

Based on lack of communication, poor customer service and my inconvenience, I would first off like an apology and secondly, an adjustment to my bill.

I reserved a 20' truck 3 weeks in advance in person at the location nearest my home because I was moving in the same town. I offered a deposit they refused and assured me I would have a truck on that day. The night before I was to rent the truck the Uhaul representative contacted me and told me that I had been bumped to another location in favor of a one way move, which they prioritize over local moves, no doubt because they make more off one way. Therefore, I would be forced to travel an additional 15 miles to the next nearest location (which I was to pay for) completely out of my way and inconvenient. I called customer service multiple times, I received no support, was transferred around and nobody seemed to care. When I expressed my dissatisfaction and asked for a supervisor I spoke to a rude and incompetent person who cancelled my reservations and hung up on me. The worst customer service experience I have ever had in my life, Literally!

Review: I scheduled a truck rental from your company. When I arrived I got a truck that had not been cleaned out prior to receiving it. The truck had animal feces from whatever had been hauled in it last. This is very unsafe. Unfortunately I was on a time limit and had already scheduled an item to be picked up. Once in the truck there was a warning light flashing stating to "service the tire monitor system." The interior was filthy and stained all over. To load my item I had to go by my home and use one of my blankets, which had to be thrown away after usage. On the way to return the truck I noticed that it was about 7K miles past due for an oil change. I have pictures of all of these issues. I am extremely disappointed to have not only a substandard experience, but to receive a substandard and potentially very dangerous vehicle.Desired Settlement: The damage has been done as far as how I view the company, but I would like to be reimbursed for the blanket that had to be thrown out.

Business

Response:

February 25, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1[redacted] Thank you for your concern for our customer Mr. [redacted] Carolyn J[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for the full amount of the truck rental, in the amount of $29.71, was issued back to his A[redacted] 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:

[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: My mother became mortally ill & I had to shut down my house and move without warning. To do this, I researched several moving truck rental companies. While searching, I found that uHaul offered a Guaranteed One Month Free Rental for a storage facility in the location that I was moving to. I did not see such a promise from any of the other companies. A month of free storage would really help as this was last minute and unprepared for. Needless to say, I finally decided on renting a 17ft truck from uHaul. The cost of this rental was over $500 for a one-way trip. Although the cost was extremely high, I deemed it worth it due to the fact that I would not have to worry about storage space for my belongings. I finally made it to Sylacauga, AL in the early hours & went to bed. When I woke up the next morning, I looked up uHaul storage facilities & called Budget Storage in Childersburg, AL to make an appointment to get signed up & the key to my storage building. Instead of everything going smoothly & me getting my uHaul promise, I was told that they do not participate in the program. I immediately called uHaul & let them know what the problem was & uHaul again gave me the same name of the business that I had just called as one of their storage partners. I explained again that the business said they are not participating. After being transferred four times, I explained again that I am unable to get my stuff into a storage building & the fact that I was running out of time to get this truck unpacked & turned in to its proper location. By the time I got off of the phone with uHaul, my only option was to take my stuff to a storage facility in Birmingham, AL (over an hour away) or to simply find my own storage facility locally & pay out of pocket for it. Needless to say, I found a local business and paid $100 out of pocket to store my things. I rented from uHaul because they guaranteed me a free month storage at my location. uHaul made a promise & they did not deliver.Desired Settlement: I would like a refund in the amount of the $100 that I had to pay out of pocket for my storage space. uHaul guaranteed me one month free at a storage facility in my location with the rental of one of their trucks. The only way for uHaul to honor their promise is to reimburse me the money that I paid to rent one.

Business

Response:

January 22, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Peter R[redacted], our Executive Assistant for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a refund for $100 will be issued to Mr. [redacted]. Mr. [redacted] should receive the refund check within the next 10 business days.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 rented a storage unit and now have access problems. see below for complete details. Thank youDesired Settlement: I rented a second floor storage unit with elevator access to move my household furniture. The storage elevator broke seven days ago and is still not back in service. This is in the middle of my move! I have loaded vehicles and no where to go. I will have to rent another storage unit elsewhere. I have asked the manager for a first floor unit to temporarily use until my unit becomes available. He refused. I have asked for a truck to store my furniture in and he refused. I have asked for a break on price and he refused saying mechanical failures happen. I understand. All in all I am paying for a unit I cannot use. I want my money back. Thank you for any help you can provide.

Review: On Wednesday, 1/27/16, I reserved a Uhaul truck to be picked up in Pompton Lakes, NJ. I live in Albany, NY, but my aunt just passed away and we needed the Uhaul to clean out her house. On 1/30/16, I was told I had to pick up the truck at A to Z Self Storage in East Orange, NJ. As this location is 30 miles south of my aunt's home, this was extremely inconvenient. I called A to Z Self Storage 1/29/16 to confirm my reservation. They confirmed, but told me my truck was expected in later that night. When I arrived at A to Z Self Storage on 1/31/16 at 11am, I was told my truck never arrived. The woman at the desk told me she couldn't help me, didn't know where my truck was, and to call around to see where it was. I called Uhaul corporate at ###-###-####. After being on hold for a few moments, they told me a truck would be available for me at 12:30pm at Greenwood Lake Sport in Hewitt, NJ, roughly 40 miles from our current location. When I called Greenwood, they told me the truck hadn't arrived yet, and wouldn't be available until 1:30. We drove to Greenwood and planned on waiting for our truck. As we were just a couple minutes away, Greenwood called to tell me no truck was available. I called Uhaul corporate back. After sitting on hold for 15 minutes, they told me they would call me back when they found something. At roughly 12:30 pm, they called to tell me my truck was available at Affordable Self Storage in Wayne, NJ, about 0.5 miles from my aunt's home. We drove all over the state of NJ, looking for my Uhaul truck that I reserved 5 days in advance. I find it unbelievable that Uhaul treats its customers this way, and it makes me wonder how Uhaul is still in business.Desired Settlement: I would like Uhaul to refund the entire amount of my truck rental ($342.77). We drove hundreds of miles out of our way and were incredibly inconvenienced. Almost everyone I spoke to was rude towards me. I will certainly never be using Uhaul again, and I will make sure nobody I know does either. It is unbelievable that they treat their customers this way.

Business

Response:

February 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Angelique F[redacted], our Executive Assistant for our Northern New Jersey Regional Office, followed up on the information Ms. [redacted] provided. She sent her an email offering her apology for the inconvenience she experienced with her rental and having to travel to alternate locations to secure the equipment. Ms. F[redacted] also explained she had issued a refund for the $50 Reservation Guarantee Fee along with an additional $50 as an adjustment on her rental. The refund for $100 should post on her next credit card statement. As we value Ms. [redacted] as a customer, Ms. F[redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The Certificate is valid for two years. In addition to our truck and trailer rentals, we rent towing equipment, storage units, steam cleaners and garden equipment. We sell boxes, packing supplies, tape and rope. We also sell and install permanent hitches. 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:

To whom it may concern,Please see the email attached that I received from Angelique F[redacted]. In the email, she promised a $50 Reservation Guarantee and a $100 credit, totaling $150. I will certainly never be using Uhaul again, so this $50 VIP gift card will not be acceptable. The follow up email received through Revdex.com promised only a $50 credit, so I'm unsure which is true. My lack of trust for Uhaul doesn't allow me to accept either offer. I don't believe that my credit card will actually show these credits on the next billing cycle.

Business

Response:

February 8, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for you continued concern for our customer Ms. [redacted]. I apologize for any misunderstanding on how our resolution was communicated. A total refund for $100 was issued to Ms. [redacted]’s Visa account ending in [redacted]. $50 was for the Reservation Guarantee Fee and an additional $50 as an adjustment on her rental. She was also issued a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer and is valid for two years. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I had a reservation for a 26ft U-Haul truck #[redacted], for pick up on 10/16/2015. When I arrived to pick up the truck they didn't not have the truck available and was told that I would receive a $50 equipment U-Haul guarantee since the truck was not ready for the date I reserved. This is advertised on all of the U-Haul sites as such: When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50(copy/paste directly from their website). First I was told that the money would be put onto a credit card, then I was told on two different occasions that the check had been mailed to my home. I have not received my $50 check as of yet.Desired Settlement: I want to have U-Haul honor their promise to all customers and give me the $50 check as owed.

Business

Response:

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted by our GM and offered an apology for not receiving the $50 Reservation Guarantee Fee. Mr. [redacted] should receive the check for $50 within the next ten business days.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:

I didn't not speak to Paul- I spoke with a "Mike" who informed me that they have sent the check out 2 times and got a mailed return and was not offered any type of apology. I verified the address and it was correct. He said he was going to send it out again. As of yet I have not received the check. So U-Haul is not only full of excuses but untruthful as well.

Business

Response:

December 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Paul B[redacted], our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments. He confirmed the check was issued to Mr. [redacted] on December 8th and was mailed on December 9th. Mr. [redacted] should receive the check soon if not already.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: Paid my storage bill online in the amount of 82.90. I have a receipt that proves that. The amount that was actually CHARGED to my account was 95.34. Thats a difference of 12.44. When I called no one could tell me what that was about and when I asked for a manager I was told they were the only person in the building. [redacted] When I told them that was a lie they hung up on me. I called back and got a different person who told me the 12.44 difference was because I paid with a prepaid debit card. FIRST OF ALL, That wasnt shown on the receipt. 2nd of all, its illegal to have a hidden fee. I had the charge reversed thru my bank. I dont even think I should have to pay the bill this month.Desired Settlement: Requesting compensation and a written letter of apology

Business

Response:

February 12, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Falisha L[redacted] our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Good Evening [redacted] Per our conversation earlier below is my contact information. I will continue to look into the calls to figure out who was rude and hung up on you. Thank you for your patience and understanding on this matter. If you need anything further please let me know. Email: falisha_lo[redacted]@uhaul.com Office # 72[redacted] Fax # 3[redacted] Thank you, Falisha L[redacted] UHC of E. Central 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 Assistant U-Haul International

Review: I am reporting location: [redacted], Houston, TX 77090 (it was not listed in the drop down) ###-###-####

On April 29, 2015 I have rented a UHaul Truck to transport medical equipment and furniture for my business. I have used UHAUL several times before and knew what conditions the trucks were.

This day when I rented the truck, once everything was loaded, I realized something is seriously wrong with it. Every time I would go over even minor bump on the road, it would create a very intense vibration of the vehicle for about 10-12 seconds. Normally I would have to immediately drop the speed by at least 15 MPH for the vibration to stop. So if I go 30, I would have to reduce to 15 Miles/hour. Not only it should not have been used for transporting, it was simply dangerous to drive.

I made it safe to the storage and unloaded equipment, finding out 5 broken pieces including furniture, medical art frames, tables, etc that were scratched and damaged beyond any repair.

I have submitted a small claim against UHAUL using [redacted] For $200.... (although damages are around $500), but the claim got denied anyways stating that there is nothing wrong with the vehicle.Desired Settlement: I would like my bare minimum $200 paid in damages. I am certainly very disappointed with the company at this time. Not only the truck is broken, the claims service is completely ignorant.

Business

Response:

June 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our East Houston Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. He explained the truck went through a full inspection, including the suspension, before and after Mr. [redacted]’s rental. There were also several rentals on the same truck Mr. [redacted] rented in the past 30 days without incident and no reports indicating a faulty truck suspension. Mr. [redacted] relayed a refund could not be issued.

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 do not accept this resolution. I absolutely disagree about the condition of the vehicle. Furthermore, if your inspection people are giving such reports, they are deceiving their own management of the vehicle condition which just means you have much bigger problems than one dissatisfied customer. As I result, I can make sure that I will never rent from you again, and certainly will try to steer my friends from your firm.

Regards,

Business

Response:

June 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our East Houston Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] and discussed his concerns. It was agreed that our GM of our U-Haul Center involved would test drive the truck with Mr. [redacted] so Mr. [redacted] could explain what he experienced with the truck in order to confirm his concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Haul truck for my moving. I went to the closest gas station from the U-Haul location. I prepaid $100 and it only took $54.39 (20.928 Gallons) to fill it up with gas starting to come out of the tank. I went straight from the gas station to the U-Haul location and dropped the truck off after-hours. I called the next two days to get the final bill. No one could find it. Customer service finally said the truck was checked in but couldn't figure out why the final bill was not ready. When I received the invoice through email it had fuel charges on it. Immediately afterwards I received another emailed invoice saying I owed a late payment fee of $30. There is no way I can owe gas when I topped it off a couple blocks from the drop-off location. I was told for the few days that the manager would contact me. He never did. I called customer service again today (5 days after the truck was returned) and they gave me the managers cell phone number and name. I called [redacted] and he said the truck only had 3/4 tank of gas. There is no way that could be when I topped it off and still have the receipt. He told me he didn't care that I still had to pay for the gas.Desired Settlement: I would like the gas charges and taxes on it taken off the bill. I would also like a personal apology from [redacted] for the way he handled this and spoke to me.

Business

Response:

June 25, 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 Southern Georgia Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She also sent her the following email as a follow up to their conversation:

Hello again Ms. [redacted]: As promised during our phone conversation of today, I contacted our Credit Department and they deducted the $ 44.51 from your Promissary Note of $ 102.42, leaving a balance due of $ 57.91 which you promised to pay tomorrow, Friday, June 26th. You may pay this amount due either in person at the Box Road Moving Center, where you rented the truck, or you can pay over the phone with our Credit Department, using your debit or credit card. Their phone number is ###-###-####. Any one of our agents that answer the phone will be happy to assist you. For faster service, please have your contract number handy when you give them a call. We appreciate your business and look forward to serving you again soon! Warm regards, [redacted], Executive Assistant U-Haul Company of Southern Georgia ###-###-####

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: U-Haul's advertising practice is suggestively misleading. Most movers are looking for the most economical deal they can find as moving in and of itself is very expensive. U-Haul advertises a $19.95 truck. Which looks great on the surface, however, once you pay for mileage (average person moves at least 10 miles away) your final bill will be over $50 and closer to $100 depending on far away you move. I literally moved 4.1 miles down the road and made 2 trips. My $19.95 truck costs me $49.95. That is ridiculous. I abhor their false, misleading, bait and switch tactics that they use to lure unsuspecting victims into their store.Desired Settlement: A credit of at least $15.00. Moving for me as a single woman was extremely expensive. In this economy it's so difficult to support yourself on a single income. When I chose this truck, I chose it for the "perceived value" thinking I was getting the best deal for my money. I feel sorely disappointed at the tactics U-Haul uses to overcharge their customers.

Business

Response:

Date Sent: 1/14/2016 12:00:00 AMJanuary 14, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Steve L[redacted] our President for or Saint Louis Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear Ms. [redacted],I received a copy of the letter you sent to the Revdex.com regarding your recent U-Haul rental. It concerns me when good customers like yourself report problems. I pulled up your rental documents. I see where you made your Reservation yourself, on our website, where the rates show the 10' truck rents for $19.95 plus $1.19/mile. I also see your Rental Agreement from the time of dispatch that also shows the rate of $19.95 plus $1.19/mile. This is the rate you agreed to at the time of reservation, and again in person at the rental counter when you signed the Agreement. I'm not sure how our rates became unclear to you so I looked into it further. I see that when you picked up the truck you estimated a total of 5 miles would be driven. Upon return, you actually drove 21 miles. The 16 additional miles are what brought up the total from the estimate. There was no error, and you were not overcharged.I have attached a file for you with the following:Page 1 is a shot from our website's Reservation screen clearly showing the rates for customers so they can select and plan accordingly.Page 2 is a printout of the reservation you made online. A similar confirmation email was sent to you when you completed the Reservation.Page 3 is a copy of your signed Rental Agreement at the time you picked the truck up, with estimated rental charges, based upon the 5 miles you told us.Page 4 shows the actual charges at the time of return (* note the difference is in the actual miles driven vs estimated).I do understand that families are on a budget when they move and we always strive to give the best possible rates to our customers. I'm sorry your rental charges exceeded what you expected. We do offer a lower mileage rate (.79/mile) on Sunday thru Thursday. We also have new Cargo Vans that rent for $19.95 with only a .59/mile 7 days a week. Maybe one of these options will serve you better next time.Thank you for taking the time to make me aware of an opportunity.Steve L[redacted]U-Haul Co. of St. LouisOur 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 purchased a U-Haul 26 foot truck early last week to pick up from Marion, IA U-Haul location and drop off at the University City, MO location. And the following day I purchased a trailer to two my car as well. Wednesday early afternoon (10/7/15) I contacted U-Haul to find out when I would be getting confirmation and if all was good to go for the weekend. They said yes and that I would be getting a call/email later that afternoon or early Thursday morning. Nothing Wednesday and nothing Thursday. I drove from Saint Louis to Cedar Rapids early Friday morning. Early Friday morning I get a confirmation text from U-Haul. When I got to Cedar Rapids around noon time Friday I contacted the Marion location to see if all was good for first thing in the morning. I have movers to help me and times all set up so wanted to make sure there were no hiccups. The guy that answered the phone said that he didn't carry that kind of equipment on hand. He said U-Haul never contacted him or let him know of this sale or else he could have gotten the equipment to his business. He gave me a customer service number for U-Haul out of Des Moines. They tell me that my pick up location is Coralville, IA which is about 40 miles away. I think they said they gave me a 25 mile credit to make up for that. THANKS! The customer service rep was super rude and she was laughing on the line as I was explaining my situation. So I call the Coralville, IA location. They say they have the equipment and since I went through a hassle I could come and pick it up a day early free of charge. So I drive down that night and pick up the equipment. I didn't get the front desk or the manager's name and cannot get through to them now. Every time I call to get names, an answering service answers the phone and tells me they will have them contact me. That was Monday and Tuesday. Have never been contacted by them. So this front desk guy tells me to make sure the truck has a 1/4 tank of gas when I drop it off and that there is a 1/4 of a tank in it currently. So after 30-45 minutes there I finally am on the road. I am on the Interstate heading back to Cedar Rapids and just happen to look down. This truck is on fumes. I don't think I have ever driven a vehicle down that low on the gas gauge before. I make it to a gas station that is not equipped to handle trucks that size but it was my only option. I could not have made it any further on the Interstate. I called them to complain and they just said sorry and didn't act as if it was their problem. So everything else was good until I dropped it off. However I must say that U-Haul's equipment is crap. They don't take care of it. I have used them in the past and their equipment is always super junky. This truck was a heap. It was super loud. The window seal was bad so super loud air sound the entire trip to Saint Louis and I couldn't even turn on the stereo because it crackled so much. So I get to the University City, MO location. The General Manager walks out to check me out and she says you got charged an extra day. I said nope the Coralville location told me that it was waived due to the issues I had dealt with. She said nope and charged me. She was the rudest of them all and she was the GM of that location! I spent so much time on the phone with U-Haul over the last week. I will never use them again. Their customer service may be the worst I have ever experienced. It was awful. I cannot believe a company, any company, would employ people like that. I blame the company. Only as good as you are taught. U-Haul is terrible and will never be used again and I will never say one good thing about it again. If anyone asks for recommendations I will first tell them not to use U-Haul. EVERY SINGLE customer service rep that I spoke to was rude. They all seemed disconnected and didn't care at all. Right after I got charged for the extra day, the person I spoke to over the phone said "what do you want me to do about it" when I told her what had just happened. It was unbelievable. U-Haul gets an F. Never use them.Desired Settlement: I want an apology. I would like credit back, if nothing else, for the additional gas I was charged for the tank being empty. If it would have had the 1/4 of a tank like was told it had I wouldn't have had to stop for gas twice.

Business

Response:

October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for $58.65 was issued back to Mr. [redacted]’s [redacted] account on October 12th. 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I do not accept their apology and their response is garbage. I am sure [redacted] did not even type that response out and it was general response sent out to reply to all of the other complaints. I just wanted to bring it to Revdex.com's attention. I wasn't expecting U-Haul to do the right thing anyway. It is a very shady company and I will never use them again and I am not hesitating dragging the company through the mud going forward.

Business

Response:

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Iowa Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him the following email in response:Dear Mr. [redacted], I apologize that you had to travel to pick up your equipment. U-Haul’s trucks, trailers and support items, are "rolling inventory" so the situation literally changes with each customer. I sincerely apologize for your inconvenience and have looked into the charges you received from your drop off location. It appears that [redacted] refunded $58.65 on 10/12/15 for the truck. I noticed that you had also been charged $30.42 for the transport, so I put in for a refund today for you. I have also emailed you a $50 VIP certificate that can be utilized for propane, rental items, or any other merchandise U-Haul sells at corp. or independant locations or on-line. Again, I apologize for the inconvenience of you haveing to travel to pick up your equipment from a different location other than your preference location. Sincerely, [redacted] U-haul Co of IowaWe continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have a couple of storage units iv leased that im a little behind in but when I asked about my bill it was way high. There is no way the late fees can be that high I signed a lease with the storage place before U haul bought them out and never agreed to the rate hikes I would like a copy of a signed form stating I agreed to these outrageous late fees.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want a full investigation into my billing history and if I was overcharged I want an apology and a refund of overpayment.If it is found that my complaint holds merit. Thank you have a great day.

Business

Response:

June 11, 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 Waterfalls in Waterloo, IA, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a copy of the payment history for his storage unit. He assured our office Mr. [redacted] had not been overcharged, however, he had been a little behind on payments since U-Haul took over the storage location.

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

Sincerely,

Executive Assistant

U-Haul International