U-Haul International, Inc.

Uhaul is the worst. I reserved a tuck a week in advance. The website stated the truck was available. I received a call THE DAY BEFORE I moved and the said the truck wasn't available and they had one available 2 hours away. Told the rep I was going to call some other companies and call back (never stated to cancel the reservation). Once I called back the rep had cancelled the reservation completely. Do not reserve on the website and just go directly to the places you pick the trucks up from.

Review: Rented a Uhaul in Roswell Georgia with 290 k miles. Transmission went out in first 30 miles of driving. Lock was defective. They LEFT my husband in 96 degree heat on highway with no water for OVER SIX HOURS. He could not even leave to get help because the key did not match the lock. He suffered heat exhaustion. And a set back of over EIGHT hours.Desired Settlement: Had to pay someone else mileage for their UHaul (75.00) plus son had to drive back total of four hours to help father (80.00) plus my husband's pain and suffering from being STRANDED OVER 6 hours in 96 degree heat.

They owe us for putting my husband in a potentially fatal situation and then IGNORING his pleas for help.

Business

Response:

August 22, 2015

I needed a small enclosed trailer for a snowboarding trip which I scheduled through Uhaul 3 weeks before my trip. U-Haul has a "reservation guarantee", where they will provide you with the trailer you requested at the location you requested or you will get $50 off. On the day of my scheduled pick up I go to the Uhaul dealer and they tell me they can not give me a trailer because the lights were not working on it. No call ahead, no helping me find a comparable trailer in the area, just NO YOU CAN NOT RENT THIS TRAILER. I call Uhaul corporate and they send me to another location about 20 miles away saying they have a trailer for me. When I get to this location, "No you can not have this trailer, someone else has it reserved for today".... Call Uhaul again.... They send me to ANOTHER location about 20 miles away. SAME EXACT DEAL. "Someone already has this trailer reserved"..... Call Uhaul AGAIN, this time they send me somewhere about 40 miles away. We finally get a trailer after 4 hours and over 100 miles driven.

On our way to Vermont we notice the running lights on the trailer go out. Since we will be travelling at night, this is a major problem. So I call Uhaul and ask for a replacement trailer. They send me to a location on our route in NJ. It took almost 3 hours for the Uhaul dealership to figure out how to switch trailers around give me a working trailer.

On the return trip I call Uhaul to see if im able to return the trailer to my ORIGINAL destination instead of somewhere an hour away. After some pleading, they agree to let me drop it off at the location closest to my house. When I get to this location, they tell me "No you arent scheduled to drop it off here". At which point I gave them all my paperwork, unhooked the trailer myself and left.

Review: On May 26, 2015 I requested a 20' truck for 7am at one of the Oregon WI locations for 6/1/15. U-Haul was supposed to confirm in a couple of days; they made no attempt to contact me, although none of the conditions were met.

On May 29, I discovered that they had reserved a truck for NOON way out of the way on the west side, the opposite direction of my move. I had to spend the whole afternoon, getting the right side truck at the right

time in the right location. On May 31, I unsuccessfully tried to put the reservation on Visa, as I told them I was hiring the mover to pick up the truck.

The original charge was $73.21 ($39.99 for the truck; $28.44 for mileage & tax). Other than the mileage charge, U-Haul never mentioned the gas charge. I estimated 36 miles from Oregon The actual mileage from from Atlas Ct to the Oregon location to the Madison location to Atlas Court (rounding up) is 29 miles. I was charged for 48 miles.

Nor did I sign, nor even see the contract; William T[redacted], the mover, who submitted his driver's license & picked up the truck, signed it. The ONLY Visa charge I authorized was for the $73.21. Nor will I authorize a charge, allegedly for gas, which is higher than the cost for the actual truck & mileage charges.

Thank you.Desired Settlement: Remove $76.01 charge; Charge William if payment is due

Business

Response:

August 19, 2015

Review: To Whom It May Concern,I wrote a message on Uhauls web site (twice) regarding a problem at a Uhaul location in Lynnwood, but never received a response. I was hoping to keep the communication private by using Uhauls website, but since Uhauls headquarters would not respond, I guess I need to make a public complaint on the Revdex.com website to get an answer. There was another delay because I wrote to my senator during the government shut down who referred me to the Revdex.com. I had to write to the Revdex.com three times to get an answer for the procedure of filing a complaint.The incident occurred at a Uhaul location in Lynnwood Washington. I do not drive trucks as big as Uhauls so I let my friend drive it to prevent an accident. I rented a 6 x 14 foot Uhaul truck. It seems that the keys were in the truck and the door unlocked even though no paperwork had been done. Why was that? Apparently, my friend got in the vehicle, started the truck and drove it to end of the lot. At this point, I had completely forgotten that I had not done a contract because I was focusing on the moving activity ahead. My big question is: why were there no safeguards to prevent my friend from climbing into the truck, starting it, and driving it to the front of the lot just before the highway? I consider that to be negligence on the part of Uhaul. At the very least, there should not have been any keys in the truck or the truck should have been locked. When I got back from moving, I was surprised when I was informed that I had technically stolen the truck! How could this have possibly happened if minimum safety procedures had been followed? (such as taking the keys out of the truck). When I called a central office, they told me that the location left the keys in the truck so that they could move the equipment and that that was considered acceptable operating procedure! I consider that to be negligenceDesired Settlement: Refund of $70 because of Uhaul's negligence. The price started at $29.95, but ended at $100 because Uhaul charged me for refueling which would have been unnecesary with minimum safety measures.

Business

Response:

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Seattle regional office, followed up on the information Mr. [redacted] provided. She informed our office she called the telephone number listed and reached his mother. She suggested Ms. Mai send Mr. [redacted] an email requesting a call in order to personally address his concerns. As of March 17th Ms. Mai has not heard back. Ms. Mai can be reached at (206) 384-4354.

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 am continuiing to try to contact Uhaul in Washington to resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Am trying to contact [redacted], but the time zone difference makes it difficult as I must call the office about 7am my time which is 4pm Washington time. I am working overseas so it is more convenient if I call them Also I don't understand the "options" for the Revdex.com web site.

Business

Response:

March 25, 2014

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 North Seattle regional office, reviewed the information Mr. [redacted] recently provided. She informed our office Mr. [redacted] responded to her email and she sent him the following email in response:

[redacted], When a customer comes in to pick up a truck we do pull the truck for the customer and at that time we leave the keys in the truck when the customer comes back in to complete the contract as to let the truck warm up in the winter or cool down in the summer.We do not leave the keys in the truck at all times only when we have a customer that is going to be leaving with the truck. This has not been problematic as there is always some one inside or on site when the truck is running and there are cameras that allow us to review if it was a situation where a stranger did steal the equipment. In this case, because you are a valued customer we tried to contact you right away after you had left with the truck but the number you provided us with belonged to your mother which made it very difficult to reach you and rectify the situation. I do appreciate your concern and thank you for bringing this to our attention and in the future we will make sure that all of our customer service reps relay information to the customer that there is more to the contract to be completed before they leave with the equipment.

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

I had a past due uhaul truck rental that was picked up by uhaul I contacted them the same day unable to contact store spoke to csr she assured me it was uhaul policy that my stuff would be placed in storage until bad paid in full. The next day I received several online statements for bal I still was unable to make contact with store so I sent email. I received a response the next day from manager assuring me she would locate my stuff. I still called store and was told that they didn't have storage at there site so stuff was to be at different location...contacted other store told that once property placed in storage I could. Make payment arrangements she said she would call me back as to date this would be done. She called back and told me to come in next day. I did and was told after a lengthy search that my stuff never made it. Finally after going between stores manger called said my property was taken to di I searched the Di and found very few items. Also the Di said that they don't accept washer and dryer which was first item that would have been removed from truck? I believe my stuff was stolen the truck was picked up 1/17&4:00 pm not taken to Di until 1/18 330pm the truck was locked

Review: I reserved a 10 foot U-Haul truck online at this location. I went to pick up the truck Sat June 18th at 10:00am. I was helped by Diana N[redacted] (an employee at this location). She stated my truck that was reserved had been rented out so she would just give me a different one (as long as it was returned that day since it was rented out the following day). She gave me the paperwork with the wrong truck #, but told me not to worry about it and just tell Matt (the owner) when I brought it back. My boyfriend returned the truck and saw that there were also charges for pads and a dolly which we did not have and had them removed at that time. My boyfriend brought the reciept out to the car to me and I saw that it still had a charge for the safe move coverage which I had declined. So I went back in and waited another 20 minutes to be helped. Matt removed the charges for the safe move. My total was $37.33. $19.99 for the rental + $8.91 mileage ($.99/mile x 9 miles) + $1.00 environmental fee + $2.00 [redacted] state road safety program fee + tax ($5.43). He gave me a reciept for those charges. It was not until 2 days later I checked and saw the reservation was under another clients name and her card had been charged the $37.33! My credit card was charged for that persons rental for a total of $51.07. I have called to receive a refund and have the charges corrected. This U-Haul location was unprofessional, uneducated when it come to their billing/reservation computer system, and lack customer service skills.

Product_Or_Service: U-Haul truck rental

Account_Number: [redacted] AND [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

I would like my credit card refunded $51.07. The correct amount I should have been charged was $37.33. I would also like all account information to be corrected on both rental agreements so that there is no confusion in the future.

Review: *ARRIVED AT EXXON TO PICK UP TRUCK 10:04am - WAITD OVER 40 MINUTES -CASHIER KEPT TAKING CARE OF CONVENIENCE STORE CUSTOMERS AND MADE ME (and the guys I hired to help) WAIT-DELAYING US AND TWO GUYS HIRED TO HELP-DID NOT GIVE A CONTRACT - HAD NO PROOF OF RENTAL IN CASE WE WERE PULLED OVER--DID ISSUE US ANYTHING NOR EXPLAIN ANYTHING- NOR ANY RECEIPT OF RENTAL CHARGE OF $73.88-WE HAD CHECKED IN EARLY FOR SPEEDY CHECK OUT ON LINE-DIDNT REQUEST INSURANCE ON RESERVATION NOR DURING SPEEDY CHECK OUT-YET EXXON CHANGED WITHOUT AUTHORIZATION - DID NOT SIGN FOR THIS AT ALL-RETUREND TRUCK ON TIME- YET SAID WE WERE LATE-VERY RUDE OWNER AS HE CALLED ME AT HOME-I EXPLAINED ENTIRE SITUATUTION-HE SAID"HIS CONVENIENCE CUSTOMERS COME FIRST" I EXPECT COMPENSATION FOR THESE ISSUES-ENOUGH IS ENOUGH-TREATED RUDE-DELAYED YET I HAD TO PAY HELP FOR WIATING OVER 45 MINUTES? YET NO PROCEDURES FOLLOWED AT THIS UHAUL RETAILER -UHAUL NEEDS TO PENTALIZE THIS RETAILER SERIOUSLY! CALL ME ASAP!Desired Settlement: 1) RETAILER-ENFORCE THAT RETAILER COMP ALL CHARGES DUE TO HISRUDENESS AND FAILED TO FOLLW STANDARD YHAUL POLICIES REGARDING TRUCK RENTALS.

2) UHAUL ISSUE GIFT CERTIFICATE FOR NEXT RENTAL TO DEMONSTRATE THIS IS NOT TOLERATED AND TO HAVE ME RETURN BEFORE GOING TO ANOTHER TRUCK RENATL.

Business

Response:

March 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. The name listed on the rental agreement is [redacted]. Kevin S[redacted], our Area Field manager for our Atlanta North Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and issued a refund for the $14 Safemove Protection fee. He also relayed he would address the information with our U-Haul Dealer to ensure proper procedures are being followed locally and ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. 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:

Greetings, We ([redacted]) and myself) were informed "by Kevin" that he would forward a VIP Gift Certificate. Yet it is not mentioned here in this resolution, nor have we received anything?! At this point I do believe that it is should be emailed to my inbox:[redacted]

Business

Response:

March 24, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customers [redacted] and [redacted], whose name is on the rental agreement. Jose A[redacted], our President for our Atlanta North Regional Office, reviewed Mr. [redacted]’s recent comments. Our records indicate the $14 Safemove Protection fee was refunded on Ms. [redacted]’s return contract. If the VIP Certificate has not already been issued, Mr. A[redacted] relayed he would make sure it is done as soon as possible and apologized for the delay. 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: For relocation to Dallas,Texas from [redacted],Alaska, We were sold a moving truck by Uhaul that broke down 3 different times in Canada because of ill care and consideration by [redacted] and the Uhaul company. Because of the ill maintenance done on the vehicle we rented,our charges for Gas went from 1,500 to over 3,000 dollars. When the Truck was finally serviced after the 3rd breakdown, it was found to have no break fluid,bad tires,and needing spark plugs. This was not only an inconvenience financially but more so, life threatening. Per the contract with UHAUL,the things are to be taken care of prior to releasing the property to a customer for use. We've attempted several times to resolve this with uhaul by requesting full reimbursement for fuel costs but have continued to receive no fair treatment or a desired resolution.Desired Settlement: To receive full reimbursement of fuel costs.

Business

Response:

Thank you for your concern for our customer [redacted].[redacted] thePresident in our [redacted] spoke to Ms. [redacted] on7/23/15, Mr. [redacted] apologized for the inconvenience of Ms. [redacted]'breakdown. Mr. [redacted] research shows the26-ft trucks were withintheir maintenance schedule, further explaining even brand new trucksand trailers have problems at times for a variety of reasons,Our records indicatea total of $700.00 has been refunded to Ms. [redacted], Thecredits should appear on her next credit card statement,Our customers arevery important ro us and we regret to hear of situations that causeproblems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-haul International

Review: I rented a ubox from the uhaul location at [redacted], CA. This was on 6/17/15. I was first guaranteed an arrival date at Uhaul in [redacted], IL on 6/29. I was then told it was delayed and a new guaranteed arrival date on 7/3/15. I have spoken with the San francisco uhaul facility several times, the [redacted] facility several times (also in person), and coporate headquarters. The San Francisco facility told me it was picked up by Echo Freight on 6/29/15. However, they can provide no paperwork or confirmation of this. I then placed 2 calls to Echo Freight and they have no record of them picking up the ubox.

The items in the ubox exceed 12,000 and is everything I own. Furniture, electronics, jewelry, and irreplaceable family items.Desired Settlement: I have requested that Uhaul refund my delivery charges of almost $2,000 and also continue to try and track down my ubox.

Business

Response:

July 9, 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 San Francisco Regional Office, followed up on the information Ms. [redacted] provided. She informed our office our GM of our U-Haul Moving and Storage of Downtown San Francisco will be contacting Ms. [redacted] on a new estimated delivery date and Ms. [redacted] will determine a fair reimbursement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I bought a bike rack and hitch from Uhaul in [redacted] They also attached the hitch onto my car and the bike rack onto the hitch. The next day I moved to [redacted]. On the way to [redacted], I almost lost my bike on the freeway because the bike rack had come apart IN TWO DIFFERENT PARTS. I believe this was due to partly a poor product, but very mostly, poor installation.

When in LA, I went to various uHauls, spoke with managers, and made phone calls to Uhaul to make complaints. I was told by one person that I had to go to a different Uhaul company, one that does hitches, so I went there, and there, the manager told me that I had to go back to the uhaul in **, because they don't cover eachother's products or services. His name was Shawn C[redacted] I explained to him that I moved away, and am no longer in [redacted] ever. He told me to call them and see what they can do for me, and that I might have to send pictures of the product and email it to him. I found this absurd and called headquarters. After a long wait, I finally got to speak to a human being. She seemed helpful at first. I explained to her my problem. Finally I was told that I can make a report with uhaul so I did. I never heard back. Then I called again and I spoke to one of the people and they said that someone would get back to me. Finally, someone from the ** uhaul got back to me. We spoke, and he said he'd call Mr. C[redacted] to see if the uhaul here in Southern [redacted] can handle this. I gave him Mr. C[redacted] phone number. He said he'd call me back in a day or two. I never heard back from him either.

Business

Response:

February 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Don T[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: We tried to reach you by phone on your objection. We value you as a customer so I am refunding you the full amount of what you paid for hitch or bike rack.We refunded that amount to the card on file. You should see it in 5 to 10 days depending on your bank.Thank You for being our customer. 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 called SEVERAL times about my move from ** to **. I was quoted at first that a 5X8' trailer would be more than adequate to move my less than one bedroom apartment. I looked at my boxes and called back and said I probably need a larger truck. They STRONGLY recommended a 10' truck and a hitch on my car to tow my car on the back.The truck was full and half my stuff was left on the sidewalk.It was the end of the month and I called for another larger truck and they said we don't have any left.They offered the only thing left was a 5X10' trailer that you can hook on the truck. I said what about my car?They said they didn't care.I had no choice.It took three days to move here and I had a buy a oneway ticket back to MN to get my car.I had to kennel my cat and paid $189 for that.I luckily am living with my daughter in MN in the summer so she had my car.I picked up my car and drove AGAIN back down to ** by myself with my cat, another three days, gas, food, hotel rooms, and STRESS!I hired MN Moving Company to help me unload down in ** and they had the trucks empty in one half hour.That's how much stuff I had.They told me that was terrible and that Uhaul lies to EVERYONE about what size they need.I called and tried and tried to resolve with the company, but they refuse.They are terrible, terrible to work with.They claim it is my fault.BUT IF THEY ARE GOING TO BE A MOVE IT YOURSELF COMPANY THEY SHOULD BE HELPING PEOPLE FIGURE OUT THE CORRECT SIZE OF TRUCK THEY NEED. ESPECIALLY FOR A STATE TO STATE MOVE.If I would have been moving local, it would have been ok, but three days driving a 10' truck and 5x8' trailer by meself??I am 60 years old and have many health problems.I have a limited income and this move cost me ove $3,000.I could have called United Van Lines and got it done for a lot less. I want my money back. Thank you.Desired Settlement: Refund my money for my truck rental and extra expenses due to the second unnecessary trip.

Business

Response:

January 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Jody P[redacted], our Executive Assistant for our Southern Minnesota Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made a reservation on line for a 10-foot truck and a utility dolly for her move on September 26th one-way to Pasadena, **. She was given a rate of $899 for the truck. She then added an Auto-Transport to her reservation on September 26th at a rate of $230. On September 26th Ms. [redacted] called our Traffic Department and spoke to our Traffic Manager, Jodie L[redacted] Ms. [redacted] explained she needed more space for her be[redacted]ings that did not fit into the 10-foot truck. She requested a 5x8 trailer that she would tow with her 2013 Kia Soul. Ms. L[redacted] relayed we only had a 6x12 trailer available but would rent it to her at the same rate of the 5x10 trailer. Although this transaction took place in September, Ms. L[redacted] remembers offering Ms. [redacted] a larger truck to accommodate her goods but Ms. [redacted] declined because she already had the 10-foot truck loaded. Ms. L[redacted] provided two additional days at no charge and Ms. [redacted] accepted the trailer. Later that day on September 26th, Ms. [redacted] canceled the Auto-Transport because she decided to tow the 6x12 trailer with the U-Haul truck.Please be advised our recommended size of equipment is based on average rooms of furniture. Only our customer knows how large or bulky their furniture is and the final decision on what size of equipment to rent is their responsibility. We can only recommend or suggest what may accommodate their items. 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: U-Haul is notorious for being a miserable business, and they take full advantage of the fact that there are very few competitors. The $50 is whatever - I would like it back, but I want people to stop being fooled by this fraud of a company. I want someone to go after them. Their "One-Way Rental" is a total scam in order to get the customer to pay a certain amount, and not have access to the equipment they need (as it is the equipment they have the most demand for - the 9' Van). Please see the U-Haul policy here (1st guarantee): https://www.uhaul.com/Reservations/ReservationAdvisements.aspx#reservation_guara...⇄ - basically, it says if you don't get what you ordered, you get a $50 refund.

Moving from Boston to New York, via the U-Haul website, I ordered a 9' van one-way from Haverhill, MA to Brooklyn, NY; I received an email stating 'Your order is confirmed' and it outlines the details of what I had ordered. Three days later (the day before the move), I received another email, this time stating that I was confirmed at a different location with a "10' Moving Van" - I did not notice the difference in equipment (because why would it matter that the Van is 10' or 9'?) - note that U-Haul does not even have a "10' Moving Van"... they have a 10' truck. Big difference, especially when you have to drive a few hundred miles and avoid all parkways, and pay the extra gas mileage. Note that this is the 2nd time they did this to me (different location) in 9 months; the first time I was unaware of their guarantee.

So I get to the U-Haul place, they try to stick me in the truck, and I complain. The guy laughs in my face and says 'No way we can let a van go one-way to New York, we need the vans.' So I send them an email asking for my $50 refund, and I am told that the initial email shows what I 'preferred' but not what is actually 'scheduled'. Obviously, with these semantics, there is no way anyone would be able to collect against this guarantee. Below are my issues, which when combined lead me to believe that this is deliberate ambiguity to force the trucks on people without them knowing, and without any reimbursement;

- Initial email sent back said my reservation was 'confirmed'

- Date the secondary confirmation email was sent was 3 days after initial email, 1 day before the move - and per their change policy, on the last day I could make any changes to the move IE) this timing is unrealistic for me to react

- On the secondary email, they call the truck a ' Moving Van'. Per their website, there is no 10' van. I wonder why the secondary confirmation email called it a 10' van, but the website calls it a truck?

- Secondary email did not make any reference to changes from my initial reservation - it just says 'here is your confirmation'

- Apparently the word 'confirmation' does not equal 'reservation confirmed'. What?Desired Settlement: I would like my $50 which I am owed. And I would like them to either adhere to this policy or remove it altogether.

Business

Response:

October 15, 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 Lawrence, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] on October 10th as well as sent him an email requesting a return call. As of today Mr. [redacted] has not heard back. In case Mr. [redacted] replaced Mr. [redacted]’s telephone number, he can be reached at ###-###-####.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 will call again- I called and left a message for him. I am not surprised it wasn't relayed to him given the attitude of the person who answered.

Business

Response:

November 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our GM for our U-Haul of Lawrence, reviewed Mr. [redacted]’s recent comments. He contacted Mr. [redacted] and discussed his concerns. He explained our scheduling procedures regarding our reservations and was able to reach an amicable resolution. Mr. [redacted] offered his apology for the confusion Mr. [redacted] experienced and issued a refund for fuel in the amount of $25. Mr. [redacted] also assured him we do care about each and every one of our customers. The refund was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On November 16th, we rented a truck from the U-Haul Moving & Storage at Sugarland Airport Area. I had reserved a 10' truck online at $19.95 per day. They did not have one available, so I was told by customer service that they would honor that price for the larger truck. When my husband picked it up, they charged him $29.95 for the rental rate, plus for 30 miles at .89 per mile as well as $10 for a appliance dolly and $14.00 SafeMove insurance bringing the bill to $89.55. I told my husband when he called me at work that they were overcharging us for the truck, and that I would take care of dealing with this the next day after we had returned the truck. We ended up using 8.4 miles more than we were charged for, so I expected to see a difference in the amount of the charges that were pending on my bank account. Instead, I ended up with 2 separate charges, one for the original $89.55 and then another for $68.85. Once these charges became confirmed on my account, I called the U-Haul location to ask about the additional charges and was told that the charges were for a truck at $39.95 and 90 miles. I explained to her that I didn't get an additional truck, and that I needed to speak with them about the overcharging of the initial truck. I was told that I would have to call corporate customer service, which I did. I have contacted the corporate customer service office now 4 times and a manager was supposed to respond to me and never has and when I called today was told that my objection had been closed. I requested they reopen and that I wanted to speak with a manager immediately. They tried to connect me to Charles Simmons, and I was then hung up on. When I called back, I was told he wasn't in the office and they would leave him a message to call me back since they were unable to connect me to him via his cell phone. Supposedly each time I have called my calls have been recorded. So you should be able to access these conversations.Desired Settlement: I would like a full refund for the additional charges plus the over charge on my initial rental and I want others to be aware of their fraudulent practices. I in fact would not be opposed to a full refund of both charges based on the trouble that I have had to go through with this. I have used U-Haul for many years when we have had to move for transfer reasons, etc. as well as when my children when to and from college. I will never use U-Haul again and in fact this weekend used Avis/Budget.

Business

Response:

December 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted].Paul Gentry, our Executive Assistant for our West Houston Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office Justin Howard, our GM for our U-Haul Moving and Storage at Sugarland Airport, attempted to speak to Mrs. [redacted] but she declined his call. Our GM issued a refund for the overcharge in the amount of $78.85. The refund should post on their next Visa credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: On July 11th, 2013, I rented a 16' U-Haul truck in Wilmington, NC. I loaded the truck approximately half full and traveled to [redacted], AL. For the 500 mile drive, it took 100 gallons of gas. Upon arrival, I told the clerk that the truck only gave me 5 mpg which is NOT normal for that type of truck. I have driven 26' trucks towing a car behind it through mountains that got better gas mileage.

I called the customer hotline and they opened a complaint for me of which I heard nothing back. Finally on 8/7/13, I contacted them again and they "checked with a supervisor" for roughly 13 minutes with me on hold only to come back and tell me that 5 mpg is normal for that truck and I am just out of luck. I know for a fact that they can do better than that and did not appreciate being lied to.

There is no way that the gas for the truck should almost cost more than the actual rental!Desired Settlement: Refund FULL value of the rental $456.21. Originally I only wanted some kind of small refund but since they cannot handle such a small thing, they can refund the full value...non negotiable!

Business

Response:

August 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central NC, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund for $148.28 back to his Master Card account on August 14th. The credit 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck from U-Haul Sept 26. They charged my debit card 84.00 and some cents then changed it to 78.94 , then informed me I owed more money, 132.63. I went to the U-Haul place and paid the bill Oct 7, $132.63..The GM Lori said I am all done. They charged my card again for 162.63. They told me the 162.63 would be put back in my acct(on my debit card) It is Oct 14 and now I have checks coming through (BOUNCING). ONE IS MY CAR PAYMENT!! I have been transferred to Arizona many times and they say well I don't see anything on my end. Woodstock says I don't see anything on my end... on and on! I called the Woodstock office and they said the people in Arizona (Corporate)are supposed to deal with it. No one can seem to put my money back on my card. My checking acct is totally messed up! This should have been resolved!Desired Settlement: DesiredSettlementID: Refund

Since I've been dealing with this for a week I want 350.00 back in my acct. last 4 of debit card 6987. This includes all fees bounced check fees etc. bank fees. loan fees for car. It should not take a week to get my money!!

Business

Response:

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Martha M[redacted], our Executive Assistant for our Atlanta North Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and provided a Reference Number to give her bank to research the refund that we issued to her Master Card account on October 12th in the amount of $162.63. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

I spent a week trying to straighten this out. My car payment bounced and it took time away from my job. I want a refund. I was transferred all over from one dept to another

Business

Response:

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Kyle O’[redacted], our Field Manager for our Atlanta North Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office Ms. [redacted] was contacted and she confirmed she did receive the refund and mentioned she just wished her concerns hadn’t taken so long to be resolved.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: To: [redacted]'

Subject: contract number 25145474

Hello, My name is [redacted]

I am contacting you today in the hope that you can help me solve a problem that I have been working on for my Disabled friend [redacted].

The week of 10/19, they reserved a 26 foot truck to move their entire household to [redacted], **. When they got to [redacted] to pick up the truck, they were told “well we don’t have any 26 foot trucks, and gave them a 20 foot truck. They provided a tiny little trailer which a friend picked up and dropped off at the house we were moving out of. That friend could not stay to pull the trailer back and forth so I called u-haul and spoke to [redacted]) I explained the problem and that it was UHAUL’S fault that the reserved equipment was not available. I also told her that we did not want to hook the trailer up to the too small truck, because we did not want to pay extra mileage.

She agreed to (and apparently it takes an eternity to pull the recorded conversation) free mileage, over and above what we already paid for, a refund of the $50.00 reservation fee (which we did get), and an extra day at no charge. Suddenly a statement arrives for an additional $246.54,

For “EXTRA MILES”. I called again and spoke to [redacted], who reentered all the info and sent it to [redacted] again to rectify the situation.

She was the one who was supposed to pull the conversation and fix the charges, but instead, she called my Friend [redacted], and was so rude, she made her cry. This is ridiculous, and I can’t get a call back from anyone who promises to do so. [redacted] did call [redacted] and offer a $36.00 discount. The promise was made by [redacted], I was told she was not there when I asked for her on Friday evening, then as If by Magic she suddenly was there with no recollection of the conversation. I know she remembers the conversation, because I was very unhappy on the phone to her about the situation.

Word of mouth is a fabulous sales tool, or the best form of discouraging potential customers from using U-HAUL do to a bad experience. If we cannot trust what we are told, then really, why bother.

Please help me to rectify this situation. [redacted] needs her money, she is disabled.

Please contact me via email [redacted]

Thank you in advance to your help and consideration in this matter.

Sincerely,Desired Settlement: WE NEED TO GET THE EXTRA MILEAGE IS[redacted] OF $246.54 OVERCHARGE RETURNED TO THE VISA ACCOUNT

Business

Response:

November 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted]’s friend provided. He informed our office he made several attempts to reach Mr. or Ms. [redacted] but reached their voice mail. He left a message explaining a refund for $264.54 has since been is[redacted]d to their Visa account in addition to a refund for the $50 Reservation Guarantee Fee is[redacted]d on October 24th. A refund for $37.80 was issued on October 30th and the remainder in the amount of $208.74 was issued on November 11th. The refunds should post on their next credit card statement if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I went on line to UHauls website and reserved a 10' truck. I was sent a confirmation to pick the truck up on 11/19/18 at America Cab [redacted] as they did not have any truck in My local area. .

On 11/19 I drive ti the cab company and was told they no longer handlle U-haul products waste of time... I called U-Haul and was told I coulld get another truck if I wnt back where I jsut came from 10 miles. but I asked if they had anything close to me in Everett. They sent me on a wild chase ending up 7 miles out of y way to pick up a truck. when I picked up the truck it was disclosed I would have to pay 19.95 a day as advertised,, PLUS .41cent a mile and for insurance. 14.00 PLUS I had to re fill the truck with gas. NONE OF THIS WAS TOLD WHEN I RESERVED THE TRUCK.. in the end I was charged 88.96 by this blundering company

Reservation number availablle upon request. I then got home and called the customer Service desk, asked to speak with a supervisor, and was transfered to the Emergency Services desk. which I had to be transfered back to the customer service desk...all in all I spent 2 hours trying to get a truck and get this resolved...I would never recommend such a shotty cusomer service companyDesired Settlement: I will pay the 19.95 and I did order the insurance. but the 46.28 for miles I was not told about should be refunded to me...

Business

Response:

November 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 994442Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our North Seattle Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning! My name is [redacted] and I work in the Regional office here in Everett,Wa for U-Haul. I first want to apologize that your move was interrupted by scheduling errors. My team and I understand that moving is normally a very tightly scheduled event and needs to be done in a timely manner. I am able to refund your mileage charges as per your request and you will see the refund of $46.28 on your card ending in 3505 in 3-5 business days depending on your bank. In your complaint you also mentioned you were concerned when you made the reservation online the charges were not as clear as they may have been in the past when you rented. I have forwarded your file to our corporate office in Phoenix and asked that they review the site to see how we can keep our customers better informed. Please feel free to contact me with any additional questions or concerns! You can reach me by E-Mail at [redacted]@Uhaul.com or you can reach me by phone at our office between 8-5 Monday-Friday and Saturday 8-12 at [redacted] Thank You for your time, and again I'm sorry you had such an awful experience. I hope you will give us a chance to earn your business back in the future [redacted] U-Haul Regional Office Everett, Washington [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:

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

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

Regards,

Review: I was sold a 7500lb hitch when I can only pull 3500lbs, up sale without consent and proper explaination. Wiring harness was improperly installed causing damages to my vehicle and my safety. When I tried to call corporate office Jason in Arizona was extremely difficult and would not properly handle my complaints. I have called the store location to try to resolve the problem and spoke with assistant manager who esculated the situation more and I still have yet to receive a return call from April the General Manager. Left message yesterday and one today.Desired Settlement: Because Uhaul improper sales, improper installation, and not giving a complete explaination of services offered, I will need a complete refund due to me having to redo all of their work to make sure that my vehicle is in safe and proper working order for the safety of myself and to others.

Business

Response:

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We also sell boxes, bubble pack, rope, tape and propane.

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

Business

Response:

May 4, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our Southern [redacted] and Northwestern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a letter specifically addressing her concerns for the hitch and installation as well as the wiring harness we installed. Ms. [redacted] also sent her print outs of the manufacturer’s specs for the exact installed hitch as well as the video wiring instructions for the wiring harness. She explained everything was tested and in working order before Ms. [redacted] left with her vehicle. Her last paragraph of her letter relayed we are not able to offer a full refund on the hitch and wiring installation. It appears there may have been misinformation provided to Ms. [redacted] but hopes the documentation provided will help clear this up. Ms. [redacted] offered her apology at the beginning of her letter and relayed our GM of our U-Haul location discounted the 6x12 trailer Ms. [redacted] rented down to the price of the 5x8 trailer she was previously quoted.

As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We also sell boxes, bubble pack, rope, tape and propane.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was charged incorrectly, caused my bank to overdraft 8 times, no communication in a timely manner

reserved Uhaul rental week prior to pick up date of 7/01/2015, called that day to confirm reservation, went to pick up at 6:00pm, did a quick check in online which was mislead, there is no quick check in you still have to stand in line with everyone else who comes through the door and the check in process is still very time consuming, when I checked in the Uhaul truck 26ft was not there and had to get a 20ft truck, which they gave me a $50 credit to my account and an extra day rental since it would take more trips to move all my items. Uhaul was to be returned on 7/03/2015 by 7:00pm, I called that day because it started to storm and would not be able to return it by 7:00pm, the lady said not to worry that she would note my account and I would not be charged as long as it was returned before 8am the morning of 7/04/2015. She said to have a copy of the receipt in the truck when I dropped it off, I dropped it off at 10:00pm the evening of 7/03/2015. During my process of moving the truck got stuck in the ditch and I had to call for a tow truck to get it unstuck, the tow truck driver told me to give them a copy of the tow cost to the Uhaul place because they may or may not cover the expense. When I called to inform the Uhaul company that I would be late returning the truck I informed them of the incident, I had purchased the insurance and was not sure if it would include the tow expense coverage or not but wanted to see if it would. Then Monday morning I was checking my account and noticed all these overdraft charges. I called my bank and was told that Uhaul had but a hold on my account. I have rented trucks from Uhaul at least 3 different times in Smithfield, Va and have never had a hold put on my account, when the truck was returned based on the mileage then I would be charged. I was never told my money would be put on hold. Not knowing this when I used my card whether it was for 2.00 to get a drink or something it charged my $30.00 overdraft each transaction which was 8 total. I called to speak with someone on that Monday as soon as I saw the overcharges. No one would help me and I kept leaving messages to speak with someone concerning this problem. I was also charged different times on my account. First 7/04 in the amount of $81.90, which is correct, then again on 7/07/2015 $98.88, 7/08/2015 $48.09. I continued to call the Uhaul company, leaving several messages to speak with the office manager, her name was [redacted]. When she finally called me she was rude said that she was only crediting me back $107.90, not sure were that figure came from, said that I would not get any more money back from them and that I was just trying to get them to pay for the tow and that wasn't going to happen. She kept over talking me and would not let me explain, I did not say anything about the tow expense I was not expecting that to be covered I was just wondering with the insurance I purchased covered it. She did not want to hear anything about the over charges and the overdraft charges that my bank put on my account. I asked to speak with the regional manager and she just gave me his name [redacted] and his number and then hung up on me. I called several times to speak with him, was told he would return my call and I received his first call back on 7/27/2015, I was at work and didn't recognize the number and later listened to the message. He just said he would call back later. But anyway, I went to my bank after on 9th to see if they could help me. They saw all the charges from Uhaul that didn't add up and put a dispute for the two unexplained charges of $98.88 and $48.09, they also after investigating it they credited back my account for all the overdraft charges. I am complaining because this was all handled very unprofessional from the Uhaul company. I am a single mother and my funds are limited and for them to just have nDesired Settlement: I would like to receive money for all my charges and for the problems it caused me with my bank account. Also for all the problems it caused me with the whole experience. The reason I picked this particular Uhaul location to begin with was because it had the larger Uhaul 26ft truck so I would be able to make one trip and from the beginning it was all a mess. I feel that the store manager is very rude and unprofessional, and as for the regional manager he could care less. This is not how you

Business

Response:

August 17, 2015