U-Haul International, Inc.

Review: When I picked up my uhaul in [redacted] on July 29th we were charged more for our rental than stated on our online reservation. When my husband asked the man at the desk about this he informed us that it was not his problem. He then went on to tell us he has worked 15 days straight and doesn't have time for our questions. We went on and got our uhaul which did not have the dolly which we reserved and received email conformation that it was available. We expressed this to the man again. He said I don't have time for this and began yelling and telling us to get the [redacted] off his property and asking my husband to fight. All of this occurred with my 13 year old sister there. We called the complaint number who gave us a phone number for [redacted] from ** uhaul. We left 3 messages over 2 weeks and never heard back. I also filed an email complaint with uhaul and did not hear back.Desired Settlement: I expect a partial refund for awful service provided and only part of the services received.

Business

Response:

August 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer’s [redacted] and [redacted].

[redacted], our President for our [redacted] and [redacted], followed up on the information [redacted] provided. Please realize this U-Haul Dealer is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgement. Mr. Sinclair assured our office the matter will be discussed throughly and critically with all involved and corrective action taken as necessary to see that our standards are understood and observed. He also mentioned he reviewed the entire rental and explained the rental fees were for the reserved amount and will stand.

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.

Regards,

Review: I made an appointment to have a trailer hitch installed on my vehicle for July 26 at 9:00 AM. After taking the day off to have the work performed, I drove to the location with my son (who also took the day off) to get it installed. After getting there I was informed that my hitch wasn't there and that I was scheduled for the following Monday at 11 to have it installed. I called last week and set up the July 26 date and have an email receipt to prove it. After complaining at the location I was directed to call the service center. After spending about an hour on the phone (had to make several calls) nothing was done to fix the problem. I even told them I feel like I should be partially compensated for their mistake. No one seems to have the authority to do that. I don't know where else to turn. I have already paid a $50 deposit and they act like I can't get that back. I want to have the hitch installed but feel like they should take something off for mine and my sons inconvenience, not to mention the thousands of dollars we missed out on for taking two days off of work.Desired Settlement: As stated above, I just feel like I should be getting something off of the price for them giving me a run around.

I have filed two complaints with U-Haul and they will not acknowledge my complaint. I rented a trailer with a ramp in order to move a riding mower. I had one day to move it which was a Saturday. I rented it two days a head of time and received a confirmation and guarantee that it was be available at 12:00 pm on Saturday. I received a call at 10:00 am telling me that it was not available. I was told they would attempt to find me one and call me back, they never called back. This left me scrambling to find a trailer on short notice. I can't even get a sorry out of them. This is extremely poor customer service.

Review: I purchased insurance because I was using U-Hauls movinghelp.com service but when I needed the insurance they said I was not covered for this type of damage ???

I also was told to upgrade to a larger vehicle and to rent a dolly and a furniture dolly and they brought their own dollies and did not need the larger vehicle. The movers also charged me an additional 100.00Desired Settlement: I would like a refund. My property was damaged over 100.00 dollars. I purchased the insurance for 14.00 and paid for the rental of a larger vehicle, a dolly, a furniture dolly... plus, they never matched the price of the cheaper quote I had brought in.

Business

Response:

March 5, 2014

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

[redacted], our President for our Los Angeles West regional office, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and discussed her concerns. He explained the Safemove Coverage is for damages resulted from an accident with the U-Haul truck. He also advised her he was forwarding her concerns to Moving Help for review and resolution.

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

Sincerely,

[redacted] Executive Assistant

U-Haul International

I have an upcoming move and went online to get quotes. My move would require 1,743 to rent a trailer to go one way from Illinois to Oregon. They are trying to charge more than 4 times the amount it would be to go from Oregon to Illinois (which is only 442). I can understand to point supply and demand to a point but this is blatantly taking advantage of people and ripping them off. I called up the corporate office and spoke to a young lady who was of absolutely no help and did not in anyway care or attempt to act like she cared. Her direct manager is Eric A[redacted] out of the Phoenix office.

Review: I made a reservation with U-Haul through the corporate call center. After a lengthy conversation I understood the reservation had been taken down correctly. The following day, Saturday, it was evident it had not be done so. A second conversation with another corporate representative to correct the matter was also entirely incorrect. I was only able to resolve the reservation issue by speaking with a local [redacted], Texas U-Haul representative. I have called U-Haul International three times to speak to the customer care center, and although being promised a resolution involving a call from a Customer Care Manager, I have yet to receive any notice from U-Haul international.Desired Settlement: I expect the business should respond to its customers. I also expect U-Haul international to compensate me for the added time and cost expended on a holiday weekend due to the inaccurate work of their staff.

Business

Response:

July 26, 2015

Review: Uhaul was contacted over a week ago and had not responded to my complaint. I have had many issues with my experience with uhaul. First, my truck was not available and I had to wait for them to call someone else and ask if they can bring their rental early. Secondly, I came in to get my trailer the next day and someone had given to someone else. I was asked if I can go to another location to get it which was not an option because I had my own vehicle already at this location and I did not have a second driver. I had to wait for an associate to pick up the trailer and came back. Finally, I was on the highway and stopped and realized that one of the straps had come off of my vehicle’s tire that was on the auto transporter. I call roadside assistance and they sent me a do-it-yourself video. The video would not load and I called back and was told that the only way that I could get help was if I paid for it myself. Long story short I was stuck in a dark parking lot with my 2 children because I was not able to figure it out myself. Knowing that the highway I would have to take had many steep inclines and declines through the mountains made me feel very unsafe. What I would like to know is what did I pay for? This experience delayed my truck loading on day 1, delayed me getting on the road for day 2, Left me stuck, and had me driving during the night something that was not part of my plan. Long story short I reached Atlanta safely at 4am not that anyone there cares. After I finish with getting my stuff out of storage and this move I will be making sure that uhaul will be my very last choice next time I move.Desired Settlement: I would like for the company to apologize and try to come to some type of resolution to these issues. I paid a lot of money for horrible services when I could have choose another service provider.

Business

Response:

June 15, 2015Revdex.com ID#; [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Good morning [redacted], first off let me apologize. I have reviewed all your contracts as well as your hotline call. I have a question or 2. Who put the straps on your trailer and did they give you the booklet for the auto transport. In that booklet it tells you how to check the straps and install as needed. It is the customer who is to strap it down. I do not see any notes about them giving your trailer away. Therefore I am at a loss. I see where they tried to call you on 5/30/15, for pickup on 5/31, I do see where the auto transport was picked up 6/1. Is that the delay you are speaking of? It says you requested it 6/1 and picked up 6/1. Please let me know what is missing in here. As far as the hotline call you called at 753 pm and it started the process with our hotline dept. At 835 pm 42 minutes later they explained that if they send out a vendor it would be your financial repsonsibilty as the customer is responsible for the vehicle and being strapped down. We do not do that, it is for customer per policy for insurance reasons. You then hung up on the call agent. They tried to call you back and no answer so they closed the call. The hotline department was doing their job. I apologize if you feel otherwise but that is policy. If you have further information please email me and I will look further into. Thank you [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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.

Regards,

[redacted] U-Haul failed to instruct me or provide instructions on how to use the straps on the car transporter and hooked my vehicle up incorrectly which put me in a dangerous situation that could have resulted in a lawsuit. As a business that is in customer service U-Haul is definitely failed to understand what the meaning of customer service is. I would have preferred that someone would have contacted and genuinely apologized for the horrible experience that I have had but the opportunity has pasted. It is obvious that there is a lack of customer service skills with U-Haul. The associates at the Conyers location understand what this means and if you have any other questions about customer service is maybe to should refer back to them.I will be sharing this experience and the lack of attention that U-Haul has had to it online and with friends and family members. After I finish this transition to my new home state I will no longer using your services and will refer others to other companies because I did have other moving quotes with other companies.

Business

Response:

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Illinois Regional Office, reviewed Ms. [redacted]’s recent comments and made two separate attempts to reach her by phone but was unsuccessful. Therefore, he sent her the following email:

[redacted], I want to thank you for taking the time to share your recent experience at our U-Haul location. Your feedback is very important to us as it allows us to better understand how we can improve our service to you.?? I am sorry for the unsatisfactory experience during your recent move. Please be assured that we want to provide you with an exceptional experience every time you move with us. From your feedback, it is clear we did not meet your expectations. Again, I am truly sorry we disappointed you.?I want you to know that I have already taken action on your feedback. After reading your experience, I immediately shared the information you brought to our attention with the local U-Haul our staff. Additionally, this information is reviewed with our store as part of our ongoing commitment to improving your moving experience. We appreciate your business. Moreover, I left a message on your voicemail to personally speak to you regarding your experience. Please contact me at your convenience. [redacted] Marketing Company President ###-###-####

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 had Uhaul order #[redacted], on June Thursday June 23rd 2015, for a pick up truck, and a 5' X 9' trailer. When I took rental possession of the equipment the management asked me 'if I wanted a trailer hitch ball?" to which I said "I rented a truck to pull your trailer, I assumed a hitch ball came with it?" . . .they said no, and charged me extra. Then, I returned the equipment that night, for one day rental, and received a receipt for $97 email on Friday. The next Monday Uhaul still had a $234 hold on my bank account. It took me four emails, another day, and a visit to the bank to get the hold taken off - NO help or thanks to Uhaul. Then, they sent me an email telling me 'they would GRANT me a $15 refund"... HA! GRANT ME? I'm the customer... and I tried to resolve this... and wasted hours figuring out their data problems. I think the legal term is notice? where was I given notice that I would need to rent a hitch ball? and that a $234 HOLD would be placed on my account for a few days afterwards?

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Please, I love Uhaul, and have been a customer, but I wasted too much time figuring out your problem you made for me. Please refund my full ammount.

Business

Response:

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Oceanside Regional Office, followed up on the information Mr. [redacted] provided. She explained the hold on Mr. [redacted]’s credit card dropped a few days after it was put on by his bank. Only the rental fee of $97.20 posted to his account. A refund for the ball in the amount of $5.38 was issued back to the same [redacted] account on July 4th and should post on his next credit card statement. Any further reimbursement is not warranted as the U-Haul equipment was used for its intended purpose.

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.

1. UHAUL's mistakes took me two and a half hours to work out. I will only accept a full refund for the time I wasted working out their problems, on my bank account, and hitch hook up..A pitance for them, and my time is surely worth $25 an hour to sort out the problems they made.

Regards,

Business

Response:

July 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oceanside Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed their decision in the matter remains the same. The amount of time for the hold to drop is at the discretion of Mr. [redacted]’s bank. We collected only the amount of the rental, therefore, a refund will not be issued.

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: My husband, an E3 Army veteran and I relocated from CA to AZ with our 1 year old and 4 year old so that my husband can complete college at ASU. We were promised military and student discounts as well as reimbursement for 5 plus unused days that were mistakenly added by U-haul. We had the U-haul for one day only and we were overcharged an exorbitant amount $1400.00 for just one day.. The trailer was also insecure and we had to purchase brackets out of pocket. When we dropped off our U-haul, there was a handwritten note "closed for the day" during regular work hours. This was a huge inconvenience because it caused us to have to drive around Phoenix looking for another drop off location after we were exhausted from driving in from CA. I phoned [redacted], at their corporate office and she specifically said that we were indeed significantly over charged and she was bringing this to the higher escalation teams attention assigning us a case #[redacted] for immediate monetary reimbursement. We have not received monetary reimbursement from U-haul and this was 2 1/2 months ago, going on 3 months.Desired Settlement: At least $700.00 (half) monetary reimbursement promised by corporate executive [redacted].

Business

Response:

October 8, 2015Revdex.com ID# [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Please be advised U-Haul does not offer any Military or Student Discounts when renting a U-Haul truck. We do have some Independent U-Haul Dealers stationed close to military bases that may offer a discount but it is not U-Haul policy. I apologize for any misunderstanding. I also want to explain that a one-way rate is a flat fee from point A to point B. We allow a certain amount of days and miles, if renting a truck, to complete your move. The days and miles are generous to allow for loading and unloading and unexpected detours you may incur along the way. Only on an in-town rental do we charge for each rental period the U-Haul equipment is kept and for each mile the truck is driven. The Terms and Conditions listed on the Rental Contract Addendum and Contract Holder states “Customer agrees that there is no refund for unused time or mileage.”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:

We as well as many of our friends, also veteran couples and their families relocate quite a bit around our beautiful country. After completing University in AZ our plan is to relocate out of state to seek employment opportunities elsewhere. It is apparent and obvious that this business does not support the military nor students particularly after I spoke with the corporate office this past summer, I was specifically told that they were in the process of crediting our credit card to reflect military and student discounts. This never happened, therefore a company who is not loyal such as yourself and who does NOT stand by their word will no longer be receiving business from us and our many friends...We will boycott your business effective immediately and seek professional movers via other sources such as our university. Your business lost loyal customers!

Business

Response:

November 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers Mr. and Mrs. [redacted].To keep Mr. and Mrs. [redacted] as valued customers, a refund for $80 has been issued back to their [redacted] account for two days. The refund should post on their next credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On December 6th 2015 I rented a truck from U-haul moving and storage in [redacted]. At the time $75.68 was taken from my checking account. I have no issue with that transaction. I kept in constant contact with Kyle S[redacted] the General Manager of the rental agency and voiced my concerns about the escalating rental fees and my inability to pay the rental fees upon return of the rental truck. He assured me on several occasions that the total remaining amount could be be made in payments by putting me on E-Alert. Because of this information I kept the truck until December 21st 2015. The total remaining balance owed was 537.01 and upon returning the truck was again told I was on E-Alert and could make payments according to my budget. I asked what I had to sign and was told that wouldn't be necessary and that I would be receiving emails explaining how everything works and that I could come to the store to make payments. I told the Manager that I would be able to make $50.00 a month payments. He again told me, in front of witnesses, that that would be fine and I left believing in that arrangement. On December 23rd 2015, they withdrew $163.45 from my checking account without authorization. Then on January 5th 2016, they funneled another $403.56, without authorization, from my account. All attempts made to work this out fell on deaf ears. The store said it was the Corporate office responsibility and vise versa. Again and again I was dodged, strung along and lied to. I was finally told that because of a signed Promissory Note that they were within their legal right to take the money. I asked for anything signed by me that would authorize them to withdraw funds. They could not produce a document because I didn't sign one. I tried to settle this situation on numerous occasions and got nowhere. This company is shady and have victimized many people in the same manner that I just described. I have no problem paying what I owe, I would just like to so in the manner agreed upon.Desired Settlement: I would like to have my bill adjusted accordingly, with any fees incurred, so I can make payments agreed upon.

Business

Response:

January 29, 2016Revdex.com ID#: [redacted]U-Haul Ref: 1[redacted]Thank you for your concern for our customer Mr. [redacted]Casey J[redacted] our President for our [redacted]egional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] disputed the charges with his bank, therefore, a payment plan has been set up to accommodate 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: This was the first time that I ever rented from Uhaul, previously moves I have used [redacted] and [redacted] When I went to the office to rent the truck the sales person that worked with was great. He seemed to know what he was doing and experienced. I requested to rent moving blankets which I was told was $5 per 6 so I requested a dozen which should have been $10. When he gave me the pre estimated charges sheet there was a charge for $50 for moving blankets. When I asked the sales person about this he looked at it for a minute and said, "oh that is if you don't return the pads". I repeated what he said and said yes that's right. So I signed the pre estimate receipt. So to my surprise when I returned the truck I was charged $50 dollars for the moving blankets. When I questioned the lady who checked me out she informed me that it was $10 per day. I proceeded to explain to her what the previous salesperson who rented the truck to me told me and she said, "there is nothing I can do Uhaul sets the prices they are what they are". I then asked her well then why is it $50 and not $40. I only had the truck for 4 days. She then asked me, "well did you read your rental contract? We do not rent partial days". I informed her that the sales person did not explain that to me. She said, "Well you can call corporate, but they are going to look at your rental contract and base it off of what it says". At that point I had heard enough and told them they had no customer service and didn't care about there employees. If Uhaul doesn't rent partial days then why was I not charged for the partial day that I had the truck when I picked it up. As a customer you should not have to read a contract just to understand what the basic charges are that are being charged. Truck rentals is what Uhaul does all employees should be educated on the simple basics of what the fees are.Desired Settlement: At this point I would like to be refunded $40 dollars for the overcharge of moving blankets since $10 dollars is what I was told the price would be. I also would like to be refunded $29.95 for a days rental since I was never made aware that the truck had to be returned the evening before to not get charged another day. So in total $69.95.

Business

Response:

December 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Heather P[redacted] Senior Staff for our Ohio Regional Office, followed up on the information Mr. [redacted] provided. She informed our office there was a miscummunication with the rate on the furniture pads. A refund for the full charge of the pads was issued in the amount of $53.38. Mr. P[redacted] left a message for Mr. [redacted] offering her apology and also advised him of the refund. The refund should post on his next Master Card credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

Review: I signed a one day rental agreement for my daughter's boyfriend as they were moving in October. Apparently it was not returned in time and U-Haul keeps billing me. I signed a debit card paying for one day only. I now have a charge from 11/25 for $61.31 and a hold on my account from 12/9 for $101.94. This was rented in October! I did not agree to this charges and this is an unauthorized use of my debit card. I can not afford this and I want my money back. They have the name of the person who rented the U-Haul. I want a refund of my money they took.Desired Settlement: I want my money back and they can go after the person who rented the UHaul.

Business

Response:

December 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Ms. [redacted] concerns to our office. Please be advised the name on the U-Haul contract is listed as [redacted].Stu K[redacted], our Field Manager for our Southern Massachusetts and Cape Cod Regional Office, followed up on the information Ms. [redacted] provided. He attempted to speak to Ms. [redacted] but reached her voice mail. He left a detailed message with his direct cell phone number should she have other questions. Mr. K[redacted] explained this issue is a matter between Ms. [redacted] and her daughter’s boyfriend, Mr. [redacted]. U-Haul is the third party. The credit card was authorized by Ms. [redacted], as she mentioned in her letter to your office, for all charges relating to this rental from start to finish. We can only make a refund to the credit card if another form of payment is provided. 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: From the very beginning of my experience with U haul it has not been good. I placed an order, for 2 U boxes from Dixon, Il to Saugus, CA. When I arrived at the pick up location the contract was messed up & the boxes they had for me were not the same as the ones they had on the contract. I took my first box, I asked when they closed & I proceeded to load it. When I returned for my second box, ½ hr. before they told me they closed. They were already closed. I called the management & they were able to get me in so I could get my second box. When I returned to my house to load the box I discovered the box was on the trailer backwards so I could not load my second box. I called management again as well as Angie the area field manager. I ended up leaving the box outside the facility & had to wait until the next day. This set me back a day in my loading. I picked up the second box the next day, loaded it and returned it to the facility for shipping. I gave the representative at the facility my gypsy moth paperwork for California. He took it inside, made a copy and returned my copy. I thought we were good to go.

When the U boxes arrived at the Canyon Country location in California we were notified that the boxes were in bad shape & the locks & latches had been pried off. The facility took video & pictures to document the damage & file a claim. Once the boxes were delivered to my house we took pictures of the damage. The doors were shrink wrapped shut so they didn’t come open during delivery. I called U haul to file a claim & let them know I wanted my money back and was told it was an insurance issue. I called customer service to ask for my money back & talked to a representative who told me they needed to talk to a supervisor & would get back to me. No one got back to me so I called again & spoke with Joseph. He told me the note was in the computer but it was never sent to a supervisor. He started a file. He told me I would get a call regarding my request for my money back. Several days later I received a call from Angie, the area field manager & she told me it was an insurance issue. After several calls to the insurance company I was told claim was denied & that it wasn’t an insurance issue. I agree, this is not an insurance issue, it’s an issue of incredibly poor service. I have called Angie four or five times over 2 weeks and have left messages regarding this situation. I finally received a return call from her on 10/13 and she asked me if I had heard from her boss Aaron. I told her I hadn’t heard from anyone. She said she would notify him again to call me. It’s now 11/30, still waiting for a call.

This experience & Uhaul's service have been horrendous. The lack of response by U haul tells me from management on down they don’t care about their customers. It’s like when you order take out and you get it home and your order was completely wrong. You call the restaurant & you want your money refunded. That’s the situation here. I put my possessions in Uhaul's hands expecting them to be protected & cared for. They were not. My boxes were broken into and my property was put at risk. I respectfully request a refund of the $ 2000.00 I paid.Desired Settlement: I would like the $ 2000 I paid Uhaul.

Review: On Dec 2nd I had one of there uhaul trucks . I used truck to move my family in PA, After move truck would not move and kept sliding around my driveway, I noticed that all the rear tires were complete bald of tread. I called there roadside service and was told they do not come out for this, I call a towing company to pull the vehicle a little cost me $150 . The next day the uhaul in norristown came out and agreed to get the truck but ended up hitting my house costing me $385 in damages. I need both amounts paid back to me. reason its there truck which should have been service properly and 2nd if the guy from norristown did hit my house I would not have a broken houseDesired Settlement: I need a check made out for damages one for $150 for tow and $385 for damages to my house.

Review: I am currently renting a storage space from uhaul. I was behind 2 months in my storage bill. I was given until 11/4/15 to pay my bill in full.I was told in an email to pay this bill 24hrs in advance to avoid my things going up for auction. I paid the bill in full on 11/3/15. I received a phone call from Tammy who works at uhaul asking me where should she mail me my "new storage keys"? I asked her what she was talking about, she replied that my lock was broken on 10/20/15 in anticipation of my things being sold for auction. I paid uhaul another $175 on 11/27/15. Not once did they tell me they broke my locks off of the storage unit. I don't know what if any of my things are missing. I'm very upset and displeased with their service. Tammy, then placed a man on the phone who stated "I did you a favor". Your stuff could have very well been auctioned. I stated, no you didn't. I paid the bill just like your email stated. It's now almost 2 months later and they're just telling me 12/14/15 that they broke the lock off the storage unit! They stated that they sent me two certified letters thru ups but have no record or no conformation of doing so. They're nasty rude people who have no clue how to deal with customers. Their business practices are horrible. They're a fraud company who does not need to be in business. I am totally dissatisfied with uhaul and wouldn't refer a dog to store his bone there.Desired Settlement: All of my things intact and if any is missing I want it replaced. I also want the insurance repaid.

Business

Response:

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Mike S[redacted], our President for our North Central New York Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He assured Ms. [redacted] he had personally taken charge of her situation.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

Review: Friday October 23rd, I rented a uhaul. I had asked for the smallest van possible. The woman working had discussed the rate for the van, mileage cost (79 cents per mile, insurance $9.00 and initial cost to rent the van $19.95) I signed the billing statement. Then last minute as she's rummaging for the key, she stated " the van is not back, I will give you the 10 foot truck all for the price of the van." I agreed and went on with my moving in the 10 foot uhaul truck. I then recieved the billing via email with not the same pricing she had told me and we had agreed upon. I then immediately called her back. She had told me over the phone she would refund me my money. I saw the money taken out of my checking account on Monday. I then called her again!! She said they were busy and she would at some point reimburse me this week. Yesterday October the 27th I spoke to a man at the same business explained it all and he tool down my number. It is coming close to a week now and nothing has been done. I am very !!! Upset over this and displeased with this uhaul company. After many attempts to clear this all up I feel they have dropped the ball and do not care about the customer at all!! I am in the middle of a move and this is very frustrating that I have to contact them back and forth and nothing is being done to reimburse my money. The woman over promised and under delivered. It is not the customers fault that she didn't have the van key there. I would have waited for another day I did not need a 10 foot truck and she knew this. I took it only because the van was not there at the time and she promised me the same rate as the van.Desired Settlement: Refunded the correct amount

Business

Response:

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email advising her that credits for mileage and SafeMove Protection were issued back to her Visa account. The refunds for $23.62 and $5.00 should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: On July 11, 2015, I went online to reserve a 24 foot truck. I then received an email confirming a 17 foot truck. I telephoned customer service to let them know there was a mistake in the size of truck and they then told me they had a 24 foot truck in Concord, but sent me an email confirming a smaller truck. I telephoned the Concord office and confirmed a 26 foot truck.

I was relocating from Bay Point, CA to Oakland, CA and reserved a 24 foot truck local for a pick up location in Pittsburg on 7/31/2015 and return 8/1/2015. I was then notified that the facility I wanted to use did not have a truck to fit my needs. I was then informed that the facility in Concord would have a 26 foot truck (which was confirmed by an employee verbally and via email). I originally reserved this truck locally because I wanted to make one trip due and return to same location. The cost to rent locally was cheaper and more to my budget than returning truck to the city I was moving to. I was informed the morning of my move that the Concord facility did not have my truck and could not accommodate me and therefore was forced to look elsewhere. I notified the U-Haul customer service of my dilemma and was informed that they could confirm a 17 foot truck in Antioch (10 miles in the opposite direction of where I was moving to). The 17 foot truck was too small but at that time, I was left with no choice. I then contacted the Antioch facility and was informed that they did not have a 17 foot truck at their sight and she did not know why they told me that. She was very helpful and allowed me to rent her 15 foot truck but I had to have it back within 24 hours. I was unable to pick up the truck until 3:00 pm. This too was an inconvenience, since I was moving 40 miles away and would have to make at least 2 trips. I contacted customer service and spoke with a supervisor, who gave me a $50 refund for the reservation confirmation not being guaranteed. She also gave me a telephone number to another higher supervisor to help resolve my situation, who stated that she could not be of more service other than to refund me $50.00. I am not happy with the outcome of my moving experience because what should have cost me no more than $120.00 end up costing me over $300.00. Not prepared for the $300 plus bill caused my checking account to be overdrawn.

Unfortunately, I was very dissatisfied for the following reason(s):

When I telephoned your customer service to complain about the size of the truck and aggravation I was going thru, the young lady said she could not assist me and was transferring me to a supervisor. When the second person got on the line and I asked if she was a supervisor, she hesitated and then said oh yes, I am a supervisor but did not give me her name. After I explained to her my predicament, she got huffy with me and told me I never had a reservation to begin with and sent my call back into the que so someone else would talk to me. I was lucky enough to get a real supervisor then, who was very nice and helpful. She then stated she could only do so much but feels that a higher supervisor could assist me more. When that supervisor finally called me back she was not very helpful at all. I believe her name was [redacted]. She states that by them giving me the $50.00 credit and a day for rental that should be sufficient. Well it is not. I was charged $188.00 and $133.00 plus I lost 80.00 in storage because of the complications caused by the truck and timing. This trip should have only cost me 39.95 plus the 109.00 for mileage. By them taking the 321.00 out of my account caused my account to over draw. I was not budgeted for the extra cost. I am dissatisfied with my service because it not only caused me extreme stress trying to move without having the appropriate equipment, but being over-charged. I did speak with a couple of people that were very nice and tried to assist me, but in the end, this experience made my move devastating. it is not appropriate to contact someone at the morning of a move and basically say, we do have it and I can’t do anything about it, so you figure it out. That is the impression I received. During this experience, I spoke with a young lady at a storage place (that I eventually did not use and lost my 80.00 due to this travesty) who said they get so many complaints about U-Haul it is a wonder they are still in business for doing the same thing to others.

Later, after I sent letter to corporate regarding my problem, they had the same person I spoke with in the Oakland office call me and tell me they had already gave me $50.00 off and that was it.Desired Settlement: I would like a full refund and the cost of the storage unit I lost which was $80.00

Business

Response:

September 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the $50 Reservation Guarantee Fee was issued due to having to substitute a different size to fill the reservation along with an additional $50 refund in the interest of customer good faith. Ms. [redacted] also mentioned Ms. [redacted] was given an extra day at no charge, which would normally be $29.95. 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.

Regards,

Business

Response:

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], a Senior Customer Service Agent, reviewed Ms. [redacted]’s concerns and sent her the following email on October 28th:Hello, This is in regards to file [redacted] about an issue with your refunds. First of all I would like to apologize for any inconvenience you may have experienced. After having done some research, I do see that there has been two separate $50 refunds submitted to the cards on file. One was issued on 8/1/2015 to the card ending in ([redacted]) and another was issued on 8/4/2015 to the card ending in ([redacted]). Please check with your card companies in regards to these refunds. Usually their customer service numbers are on the back of the card. If you have any other questions or concerns please contact our customer service line at ###-###-####. Thank you for choosing U-Haul.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 write regarding my recent U-Haul truck rental and trip on September 29-October 1, 2015. I reserved a 10-foot truck for my move from Chicago, IL to Astoria, NY for a total of $910.72 (including taxes and fees). I was credited $325 in exchange for transporting a U-Box on the back of my truck. I provided this service at extreme financial and emotional cost, and I believe U-Haul should offer further compensation.

The Trip

After I finalized my 10-foot truck reservation, a U-Haul Associate Program Manager—Brett W[redacted]—contacted me, and asked if I would be willing to transport another U-Haul customer’s trailer from Chicago to New York City. In exchange for this service, Mr. W[redacted] said U-Haul would give me a $275 credit for my services, once the trailer was checked in. Mr. W[redacted] also informed me that I would need to pick the trailer up from a different Chicago U-Haul location from my selected pick-up site, and then I would need to drop off the trailer in U-Haul’s Chelsea location in New York City (rather than my selected drop-off location in Queens). I was not informed of the dimensions of the trailer, nor did I ask. I agreed to the arrangement.

I picked up the trailer on September 30, 2015, from U-Haul’s Chicago location on Cermak Road. I was surprised and anxious to find that the “trailer” was actually a U-Box that was just as long as—and taller than—my 10-foot truck. I communicated my anxiety to the U-Haul representative at the store, but he assured me that the 10-foot truck could handle the U-Box for the 950-mile drive. I left the store with the U-Box, uneasy about the prospect of driving 15 hours with this extremely large vehicle.

I stopped in Lancaster, PA, overnight, and completed my trip on October 1, 2015. I dropped the U-Box off at the Chelsea location as requested, and then dropped my truck off in Queens.

My Concerns

I realize that this program—which requests a U-Haul customer to transport another U-Haul customer’s property—is new, and understandably has some kinks to iron out. I write this letter with the hope that these concerns will be addressed promptly for future customers, and also with the desire to recuperate my costs for the trip (itemized below).

Tolls

Having made cross-country trips before, I expected to pay a fair amount in tolls. However, transporting the U-Box increased my vehicle from a 2-axel to a 4-axel, changing its class and resulting in severely increased toll rates. I expected to pay approximately $99.25 in tolls, but ended up paying $315.60—a difference of $216.35. See below.

Toll Name Would have paid Actually paid

Chicago Skyway $4.50 $20.20

Plaza 1 $2.00 $7.00

Portage take ticket take ticket

Indiana State Line $8.20 $27.60

Ohio Turnpike take ticket take ticket

Ohio Turnpike $17.50 $41.25

Gateway to Warrendale $6.20 $18.35

Pennsylvania Turnpike take ticket take ticket

266-Lebanon-Lancaster $25.85 $58.60

Pennsylvania Turnpike take ticket take ticket

Delaware River Bridge $10.75 $25.85

NJ Turnpike take ticket take ticket

Secaucus—16E $10.25 $40.75

Lincoln Tunnel $14.00 $76.00



TOTALS $99.25 $315.60



EXTRA TOLLS PAID $216.35

Emotional Distress

Driving a truck is no small task—one to which very few ordinary people are accustomed. I was asked to drive a vehicle that was double the length of the one I had anticipated driving. Navigating this monstrosity through Hurricane Joaquin, bridges, narrowed roads due to construction, traffic, and even rest stops posed an enormous emotional burden. Further, I was unsure whether I was liable for any damage to the other U-Haul customer’s property. This uncertainly led to extremely high stress levels for my entire trip.

My anxiety increased exponentially due to having to pick up and drop off the U-Box at different locations from my truck. This request not only added time and stress onto my trip, but unnecessary tolls. Without the U-Box, I would never have had to venture into Manhattan (thus avoiding the Lincoln Tunnel toll, and saving 2 hours of driving).Desired Settlement: My understanding was that the original $275 credit was for my service in transporting the U-Box. To that end, any costs that I incurred in providing that service, above and beyond what I would have paid, should be reimbursed.

Therefore, I respectfully request an additional $166.35 (the difference in tolls, minus the extra $50 already credited), as well as a $200 stipend for emotional damages. ($366.35 total.)

For the future, I recommend that U-Haul rethink this program in terms of compensation and liability issues. Moreover, it is absurd to have customers pick up/drop off trucks in different locations from trailers they transport. It should be made clear from the outset: exactly what the job entails (measurements of trailers, U-Boxes, etc.); who is liable for the property involved; and what fees will be compensated. To be excruciatingly frank, I would not recommend the program to another U-Haul customer unless the entire cost of his/her move is credited. It is simply not worth the added stress.

Business

Response:

October 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Brett W[redacted], our Program Manager for our Center Sales and Support, followed up on the information Ms. [redacted] provided. He informed our office he authorized a refund for $166 to Ms. [redacted] as requested for the inconvenience she experienced. He also explained Ms. [redacted] agreed to tow the trailer. She could have contacted U-Haul if she decided she was not comfortable completing her trip, even if she was just halfway to her destination. We would have allowed her to drop the trailer at a U-Haul location short of her destination, however, she did not contact us to allow us to assist her. For this reason, a refund for emotional damage is not warranted. The refund for $166 was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: I have also sent this to the Revdex.com of Southern Nevada

I went to this location on 08/09/15 to rent a 5x8 cargo trailer and also have a hitch installed on my 2007 Dodge Caliber being that I was relocating to Michigan. Being a female, no one at the location explained to me that my vehicle was not capable of towing the trailer that I was going to rent, based on manufactures specs the max my car can tow is 1000 lbs, the trailer alone weighed 900 lbs empty. So the hitch was installed and trailer hooked up and they sent me on my merry way. I made it as far as Pampa TX before the transmission went out on the car( which I never had any issues with before)I was towed to the local dealership and the service dept diagnosed my vehicle with a blown transmission. They asked why anyone would even put a trailer of that size on my vehicle it couldn't handle the weight. Since then I have reached out to the Gm of this Uhaul and his explanation was basically its the customer responsibility not U-hauls.

this is the email from the GM"The hitch has a trailer towing weight of 2000lbs, not 900 lbs. The trailer does weigh around 900 lbs empty which allows for approimately 1100 lbs of cargo, advising that there is no reason not to attach the hitch and rent the trailer. Having additional issues with the vehicle's mechanical condition is not something we can determine. The vehicles mechanical condition and how that aides or detracts from the vehicle being able to tow is up to the customer, not U-Haul."

My response to him was I understand about the hitch, but if the vehicle is not capable of pulling the trailer that is my issue, not whether the equipment is capable but the vehicle. Based on info from the manufacture the hitch should have never been installed on this vehicle

and have yet to receive an answer.Desired Settlement: The transmission to replace is $3750 installed and that does not include the three nights of hotels waiting for a family member to come get me

Business

Response:

August 26, 2015

Below is the email sent to the GM of the U-Haul location at 2902 Hershberger Rd., Roanoke VA, detailing my complaint:

Dear Mr. Reynolds,

I just received your invoice for the above rental, and I would like to take this opportunity to express in writing the issue we spoke about Sunday when I attempted to return the truck.

On Saturday, April 30th we rented a 10’ truck for the day in order to move some items locally. After the first couple of hours or so, the engine began smoking a bit and the check engine light came on. The truck appeared to be burning oil. We were concerned about continuing to drive it, and possibly making the engine problem worse, so we parked it and called U-Haul for instructions. I was advised that since we were only a few minutes away from the rental location, and the truck still ran, we should just return it there, rather than have it towed. I inquired about a partial refund, as we were only able to use it for about three hours, and had put less than 25 miles on it. I was told that I should speak to the GM when we returned it, and that he would take care of the situation.

When we arrived at the rental location, we parked the truck in the return area and I went inside to complete the return. There were about five people waiting for service, and there seemed to a problem with the printer. The young man behind the counter was trying to handle returns and reservations by himself, as best he could. After a few minutes, another young man came in and began yelling at the guy behind the counter. He shouted that the store was now CLOSED FOR BUSINESS. There would be no more reservations or rentals until all the backed up returns were processed, and that anyone returning a truck should leave their key and go. They would get an invoice by email. The woman in front of me was trying to pick up her rental, and was so offended that she threatened to “lay him out”, if he spoke to her like that again. When I tried to tell him that there was a problem with our truck, and that I was told to speak with the Manager, he started screaming at me that the manager was off and that he had had a long day and was not about to take any [redacted] from anybody. He went behind the counter, grabbed a business card and tossed it at me, telling me to call the GM’s cell phone if I had a [redacted] problem, and that I needed to get the [redacted] out of HIS store.

I left the store and called the number on the card, and I assume it was you I spoke with. Being upset, I tried to explain to you what had occurred, and your response was: “This is my day off, and that’s your side of the story. I get complaints from customers all the time, and I’m not going to take their word over my employee’s.” With all due respect, that is the worst Manager response to a customer. Ever. Although you implied that it was my own fault that your employee had a meltdown and started screaming and swearing at everyone in the store, please understand that he came in to the store in a rage and screamed at the guy behind the counter for about five minutes before he turned on the customers.

You have attached an invoice for $81.72 cents, for a truck that I was able to drive less than 25 miles. I feel that this amount should be prorated, as we were not able to use it for the full day, or get another one in its place. Furthermore, please be aware that rather than use my voice to engage with your out-of-control employee, I prefer to use it as a consumer. I will be filing a complaint with UHaul Corporate Offices and the Revdex.com. I will also be leaving detailed reviews on the U-Haul site, [redacted], and any other site where a consumer might find your store. I will also post this [redacted] and forward it to everyone I know in Roanoke and ask them to do the same. You should also know that the guy behind me recorded the incident on his cell phone, so there is a good chance that he will be posting the video online. I don’t necessarily believe that the customer is always right, but I do believe the customer always deserves to be treated with respect. Your employee does not seem to think so.

If you would like to call me and discuss this matter, this time without implying that “I had it coming”, I look forward to hearing from you.

Regards,

Elizabeth W[redacted]