U-Haul International, Inc.

Review: I had a tow hitch installed on my 2010 town and country van. A day after the install, there is a loud rattle in the backed of the van. I called the uhaul place where I got the hit hitch installed twice with no return call or email. I can't get a manager on the phone to address my issues. Every time I call I get the same responce, some one will contact me. 1 week later, zero calls or emailsDesired Settlement: I would like a complete refined or have uhaul pay for my instal/repair at a different location. I question the installers knowledge and ability

Business

Response:

September 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage of Sugarland Airport Area, followed up on the information Mr. H[redacted] provided. He informed our office the hitch installation was inspected and found to be correctly installed. Mr. [redacted] mentioned the noise was due to the muffler rattling against the hitch. He offered options to resolve the issue but Mr. H[redacted] declined because there would be an additional fee. 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:

September 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our West Houston Regional Office, informed our office he spoke to Mr. [redacted] and they were able to reach an amicable resolution. Mr. [redacted] will meet with our Hitch Pro mechanic to fix the installation to his satisfaction or have the hitch removed for a full refund. 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: Breach of contract, oral agreement. I accepted an offer over the phone with a sales representative to rent at 17 foot truck and a trailer to haul my personally owned vehicle. During the phone call, I specifically asked the sales representative if, when I arrived to the store, if the trailer was either to big or too small for my truck could they accommodate me for another trailer. She replied in the definite affirmative. Because of known ability to accommodate me for my move from Texas to South Carolina I entered into an agreement with UHAUL. When I arrived the day of the manger of store said there was nothing he could do or anyone else could do to help. I asked if he was the manger and that it was his responsibility to helped manage, mitigate and remedy this situation. He demostranted no inclination to provide customer service to remedy this situation. I had to leave that day for I was starting school in South Carolina that Monday. I had no time to search other companies or businesses. I had to leave my truck behind. It has been over a month and I had to drive a rental and ship my truck while incurring personal debt. The manager of the region ignored about six emails from me. When I told him I was putting in a formal complaint he finally email back with the gracious remedy of a $50 credit. I have spent around $1500 and time away from studying to remedy this situation. UHUAL should be responsible in making me whole on what was my relied upon services from entering into an agreement with them. They clearly stated that I would be able to move my household goods and truck to South Carolina with their provided equipment. I request repayment of my expenses incurred as well as damages from my time incurred on the phone, email, endured time at the rental shop, searching for a shipping company.Desired Settlement: UHUAL should be responsible in making me whole on what was my relied upon services from entering into an agreement with them. They clearly stated that I would be able to move my household goods and truck to South Carolina with their provided equipment. I request repayment of my expenses incurred as well as damages from my time incurred on the phone, email, endured time at the rental shop, searching for a shipping company.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted], followed up on the information Mr. [redacted] provided. He informed our office he reviewed the reservation call for Mr. [redacted] and our operator asked if his [redacted] pick up cab had a regular cab or a super cab. Mr. [redacted] replied it was a regular cab when in fact it was a super cab. Unfortunately, a super cab affects the hookup. Mr. [redacted] sent the following email to Mr. [redacted] on September 12th and recently advised our office his decision in the matter remains the same.Mr. [redacted], I want to thank you for contacting me and allowing me to help you resolve this issue. We at U-Haul take every concern very seriously! I have reviewed the call several times and also have had time to reflect on our conversations. I have come to the determination, after reviewing industry standards and terminology used by [redacted] company that my previous decision is still valid and will stand. Below please find for your review what [redacted] considers a regular cab or super cab, this can be found by using google images. Although at this time I can not find fault to be with U-Haul, I have however issued you a Reservation Guarantee in the amount of $50 to be applied to your credit card on file. While this does not normally fall under our Guarantee Policy, I however hope this will serve as a good gesture on our part to help with frustration you experienced over the miscommunication of your model to our representative. Due to the information that was found from the review of your call when the reservation was made, and the information that was retrieved regarding the specific model of your vehicle, I will be unable to authorize the relocation of your vehicle to your destination. This will serve as the final resolution in this matter, myself and U-Haul will consider this concern to be resolved. We thank you for your patronage and hope you consider U-Haul for your future moving needs. Please accept my apology for the delay in getting back to you, if you feel you need to discuss this issue further contact me on my cell anytime ([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 am a military veteran who has moved from Texas to South Carolina to attend school. I left Texas without my truck and no sign of assistance from UHUAL after they explicitly and implicitly in a phone call CONFIRMED that they would be able to provide a trailer to haul my truck. I arrived on Sunday night, the night before school orientation without a vehicle. I had to take a cab Monday morning to class and get a rental for the next month until my truck was shipped. UHAUL provided no sense of wrongdoing in this phone call and offered only $50. There were NUMEROUS unreturned phone calls and emails. A few are attached. This move indebted me an extra $1,669.62 and additional time wasted on emails and phone calls when I wanted to prepare for school. [redacted] only offered $50. His store in Fort Worth provided no help. I had to proactively ask who was a manager and what can be done. UHAUL should be ashamed to treat their customers in this manner. We rely on them for this big moves. They should provide solutions and if they cannot then they should honor the agreements their representatives offer on the phone. I have called to ask for help NUMEROUS times. Please check their phone records. Below is not a representative list. Their customer service always led me on without any solutions. PLEASE ask for the phone records and listen to the MANY MANY frustrating phone calls they had with me. Nobody knew what was going on with this request after many weeks. Nobody took the leadership and created a professional service complaint. All I got was an offer for $50 from the area manager. He never sent a formal letter, never called to apologize in regards to all my inquires. NOTHING. Nor did his boss that a lead on this issue. POOR SERVICE. Request a phone record of all the times I called in and number of emails I sent in.

See attached phone call at 15 minutes and 26 seconds. I asked if I could get a "bigger or smaller" truck trailer. UHUAL confirmed that "we can alter that, yes, definitely" From that statement I secured my moving plans with UHUAL knowing and relying on the fact that they would produce a trailer that would be bigger or smaller to fit my truck. Any reasonable person would not inquire further and rely on the fact that their truck would be in good hands with UHAUL. This was the deal. I have a regular cab with extended seats. I always refer to it as a small bed extended cab. Supercab to me was a four door truck. This was not clarified. What was clear was they COULD ALTER TO A LARGER TRAILER IF NEEDED. They failed to do this.

REIMBURSEMENS:

Attached is my transport receipt for $250.

BGM Transport receipt for $695

[redacted] without having my truck $724.62

MON - 08 SEP - #[redacted], 3 TO 5 DAY RESPONSE - NO RESPONSE

FRI - 12 SEP - Followed up with phone call to see if something can be done. Will get back to me was the response.

MON - 15 SEP - CALLED UHAUL FOR ASK FOR A NAME TO ASSIST ME.

THU - 18 SEP - CALLED UHAUL AND GOT TRANSFERRED TO [redacted]; SHE SAID WOULD GET BACK TO ME

THU - 25 SEP - CALLED UHUAL TO ASK STATUS - NOTHING NEW

MON - 06 OCT - CALLED UHAUL; WAS TOLD THAT [redacted] SPOKE A FEW DAYS PRIOR AND SOMEBODY HAS BEEN CALLING ME. THIS IS NOT TRUE. PLEASE CONFIRM IN PHONE RECORDS. HAVEN'T SPOKEN TO [redacted] SINCE MID-AUGUST FROM MY RECOLLECTIONS OF WHEN I SPOKE TO HIM AFTER THE RENTAL. RECEIVED NO PHONE CALLS FROM ANYONE AT UHAUL IN SEP OR OCT. WAS DISCONNECTED...HANGED UP ON?

Regards,

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] reviewed Mr. [redacted]’s recent comments. He informed our office he spoke to Mr. [redacted] yesterday and discussed our resolution. Mr. [redacted] relayed that at this moment, they have agreed to disagree. He also listed the steps that were ta[redacted] since this issue arose and the approximate time line of the events. Please be advised that our decision in the matter remains the same.1. Mr. [redacted] contacted Mr. [redacted] the night of his rental, August 8, 2014. Mr. [redacted] informed Mr. [redacted] he would review the call and send him a copy but that we would not be shipping his vehicle.2. Mr. [redacted] contacted Mr. [redacted] on August 9th and Mr. [redacted] advised him he had not yet received a copy of the call and would let him know after it was reviewed.3. Mr. [redacted] spoke to Mr. [redacted] on August 11th and sent him a copy of the call as well as reviewed the call with him. Mr. [redacted] advised him the information he provided the Call Center Agent was incorrect and the Agent had followed proper U-Haul procedure. Mr. [redacted] explained that the information we were provided was for a different vehicle model than he owned and again relayed we would not be shipping his vehicle for him. Mr. [redacted] was told this would serve as our resolution for this issue.4. Mr. [redacted] called into Customer Service and claimed he had not heard from Mr. [redacted] and requested to speak to his supervisor. Mr. [redacted] reached out to Mr. [redacted] by email and also sent him another copy of the recorded call. Customer Service received a file from the Revdex.com of Phoenix. A copy of Mr. [redacted] email was sent to the Revdex.com on September 24, 2014.5. Mr. [redacted]’s file was re-opened on September 25, 2014 when he called in to state he never received an email or phone call from Mr. [redacted].6. Mr. [redacted] spoke to Mr. [redacted] on October 27, 2014 and stated they agree to disagree at this point. Mr. [redacted] understood our position in the matter.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

This is my experience with two different U-Haul locations in Huntsville, AL on Dec. 31, 2015. It was such a bad experience that I will never use U-Haul again. On Dec. 30, 2015 I reserved a pickup truck for rental the following day at the location at 3713 Governor's Drive in Huntsville. I was scheduled to pick this vehicle up at 11:30am. I showed up a few minutes early and the location was empty. A few minutes later, the General Manager comes in from the back and informs me that my reservation has been moved to the location across town at 4400 University Drive in Huntsville. I needed to have the truck in a certain location to pick up some furniture by noon of that day and this was already placing me behind schedule considering that I was never notified in advance of this change. A few minutes later I arrive at the location on University Drive to attempt my pick up. While waiting in a line of 5 people, I start to become stressed because it is already 11:45am. The General Manager at this location informs me that it doesn't matter when I was scheduled to pick up this truck. She states, that I will have to wait in line while she continues taking peoples orders and then going outside to fit them for their truck. I am a bit in a panic because this is not what I expected considering that I had reserved the truck for a specific pick up time for a reason. I finally left the location because I could not see it fit to pay U-Haul for the poor job they had done with having my reservation ready for pick up that morning. All this especially considering they have a sign in office guaranteeing that they will have the truck you order at the right location at the right time available for you. I cancelled my order with U-Haul and was able to reserve a truck with another moving company. The GM from the first location called while I was on the way to pick up the new truck and tried to get me to come by and pick up a truck that was now there at her location on Governor's Drive. She claimed that the reason I couldn't pick up the truck at the scheduled time and scheduled location was because the call center had double booked that time. The pick up that was sitting outside her location when I was their earlier, she said, had been left by someone that had not left their keys with her. Either way, the whole thing was crap. I intend to never use U-Haul's services again and will inform people of this issue in the Huntsville locations.

My recent attempt to rent a truck from uhaul was terrible. It's probably the worst experience I've had with any business in my life, and I won't use Uhaul ever again because of it. I'd reserved a 17' truck for an apartment move, and arrived 30 minutes late to pick it up. No one called me or told me that I had to be there at the exact time. When I arrived, my truck had been given away, and I was told that no other trucks would be available for the next 4 days. I was lied to and told that someone had called me and that I'd forfeited my reservation. A customer in front of me in line had almost the exact same problem. I ended up renting a pack of moving blankets, and when I brought them back, I was told that I'd be charged $25 for not folding them properly. Nowhere had I been informed that this was the policy, nor had I signed anything agreeing to that policy. I'd rather do the move in my car again than have to give these creeps another dollar.

84th & Hayden (Scottsdale) location. Good experience. Everything went smoothly.

Review: I called in to purchase and schedule an install for a trailer hitch. I called in on 06/08/15 and scheduled the appointment for a location in West Seneca, NY on Friday June 12th. I was quoted a price of $258.95, and given a reservation. Several hours later I received a text, e-mail, & voicemail indicating that I had an appointment scheduled in Fort Worth Texas, which is nowhere near West Seneca NY. I have since called in to attempt to resolve this 4 or 5 times, and have been transferred back and forth, and finally told that there is no appointment available there, and that they cannot honor the quote I was given, and that the price will now be $380. I have also wasted my entire day trying to find someone to talk to, and have been told repeatedly a manager would call me back, which they never did.Desired Settlement: Originally I just wanted my reservation reserved and the original quote to be honored, but now that I've been forced to waste a day of my life because nobody would call me back or resolve anything, I would like the entire parts & installation completed for free.

Business

Response:

June 10, 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 Western New York Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Center involved contacted Mr. [redacted] and Mr. [redacted] indicated he no longer wanted the hitch installed and he would be renting out of Cape Cod.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I cancelled the installation & hitch rental because this issue wasn't resolved by anyone in customer service! Instead I ended up having to rent a truck which because by the time I realized that U-Haul wouldn't resolve this it was too late to reserve a hitch anywhere else in the area. I ened up paying signifantly more in rental & gas for the truck because of U-Haul's inability to honor my reservation or price.

Regards,

Business

Response:

June 24, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and offered to have his hitch installed at the original price quoted and also issue a refund for the $50 Reservation Guarantee Fee. He relayed he no longer needed the hitch but accepted the Reservation Guarantee Fee. He should receive the refund check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I moved my son, [redacted], and his family to Denver from KCK because they were about homeless. They are still living in my house. My son & grandson are disabled. I rented a U-Haul Storage at the South Federal address because it was closer to our house. This account was originally in my name as I had it set up before they arrived in their U-Haul to put their property in it. Upon arrival & settling, my son put his name on the account & set up an automatic withdrawal. As you can see from the attached statement, this has gone on without a hitch until now. Suddenly June 2nd, I receive a call at my work, when they already SHOULD know my son & his wife handle this not me but they argued I was on the account & they could only talk to me. Not true. The U-Haul lady barked at me very rudely & said I'm calling about your over-due account. I said "is it the 5th yet?" She said no. I told her to contact my son & gave her the phone number. She never called. I called & told him. He has tried over the last month to figure out the problem, but everyone at this U-Haul tells him "I can't talk to you until you pay your bill." Excuse me? He has gone up to try to see what the problem is, he's argued with them telling them he is not paying the late fees as it was obviously their fault & not his. Even the district manager won't return his calls or try to figure out what went wrong. They still haven't taken out June or Julys & have locked the storage unit threatening to sell the stuff in storage. After requesting the bank statements which are attached, my daughter-in-law found out U-Haul used a debit card that had been stolen and a new card was needed to replace it. IF THEY WOULD HAVE been civil, returned calls & figured this out, none of this would have happened. They can see from the records there has been no problem with this storage unit since it was purchased. I will file a lawsuit in small claims court if this cannot be figured out and anything gets sold from that unit.Desired Settlement: DesiredSettlementID: Billing Adjustment

Also contact by the company of a person with knowledge, ability and brains to do something about this mess.

Business

Response:

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to [redacted], Ms. [redacted]’s son. She advised him she removed all late fees and accepted partial payment. The remaining balance was worked out to be taken on July 21st. The storage account will eventually be transferred to Mr. [redacted]’s name and he requested the payment date be changed to the 21st of each month.

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: Had a reservation for a certain size truck for a move. Was 1 day to move and advised the size truck was not available. I had just called the day before to confirm and there was a 26 ft reserved for me.I also had the understanding of a 50 refund if not available. According to a supervisor that did not apply and if a reservation online was made that is not always reliable.Then why do they make online reservations?Desired Settlement: Cash amount of difference on renting another truck. 100 dollars at least

Business

Response:

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Brenda O[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] and offered her apology for the inconvenience she experienced. She also explained she issued a refund for the $50 Reservation Guarantee Fee. The refund was issued back to her Visa account and should post on her next credit card statement. Ms. Olson relayed in her message to Ms. [redacted] she was welcome to call her if she had any further concerns. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Review: I recently rented a truck from the [redacted] My original reservation was for 1 day, however, due to being involved in a car accident, I was unable to return the vehicle within 24 hours. I had to keep the truck for 3 days total. The manager at the location, Luz V[redacted], was extremely nasty and rude to me and demanded I bring "her piece of equipment back". I let her know my circumstances with the vehicle accident and apologized profusely, but I had no way to return it when she wanted. She was absolutely unemphatic and continued to be ugly to me because she had lost other reservations. I understand she is not my friend, however, when you're in a customer service role, it is not okay to be a witch. Especially when I was apologetic for the delay AND was going to be charged for the extra days anyway. If anything, she should be angry with the uninsured motorist who hit me and caused me to be unable to return the truck.

I got the vehicle returned in the evening and received the invoice in the morning with my total charges. I looked it over and realized I had been charged an extra day and for an extra dolly. I immediately called to report this error and a new invoice was sent within minutes. This time, I was charged the correct number of days, but was still charged for an extra dolly and furniture pads were added that I didn't use.

I had to call again to report this error. I was told that it would be corrected right away.

A few moments later I received another email with a new invoice total. I looked it over and I was still charged for 2 dollies.

I called in and reported the error and was told it would be corrected right away.

This time it was not corrected. I called 4 hours later and the manager said she would get it done as soon as she could. It's been 24 hours and it hasn't been done.

I do believe she (Luz V[redacted] was messing with the billing intentionally as a passive aggressive way to get back at me.Desired Settlement: I want my bill corrected ASAP and the overcharge needs to be credited to my account NOW.

Luz V[redacted] also needs some customer service training. You can't play with people's money because your upset. And after each billing "mistake" that she made, she was totally unapologetic and continued to have an attitude with me on the phone.

Business

Response:

March 10, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. John M[redacted], our President for our San Antonio West Regional Office, followed up on the information Ms. [redacted] provided. He informed our officer a refund for $50 was issued for the items not received along with 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. Mr. M[redacted] explained a message was left on Ms. [redacted]’s voice mail relaying this information. The refund should post on her next [redacted] credit card statement. Along with our basic truck and trailer rentals, we rent pick-up trucks and cargo vans. We rent towing equipment, storage units, steam cleaners and garden equipment. We sell permanent hitches, boxes, packing supplies and propane in addition to many other 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 Assistant U-Haul International Tell us why here...

Review: I rented a van from the [redacted] U-haul business and was told by the new male clerk when I was returning the vehicle that it was not supposed to have been rented out because the a/c was not working, and that he would give us a $50 refund on our $60plus rental fee. But when he nor his female co-worker could not figure out how to do the refund on their computer, they called their rude manager over, and he said the cars are not required to have working a/c's and that he refused to give us the refund because of that. Also he said the sign they have posted says you only get a refund if you don't get the right equipment, right location and on time. So I asked for their corporate phone number and called them only to be told that I have to wait 72 hours for a manager to call back.Desired Settlement: I would like the manager to be fired and the clerks to be retrained, and also the $50.00 refund I was offered and then so rudely denied.

Business

Response:

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our [redacted] Regional Office, had previously followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning [redacted], My Name is [redacted] and I work in the regional office with U-haul located here in [redacted], Wa. I wanted to apologize for the trouble you had with the equipment on your rental and let you know that I'm going to be issuing a Reservation Guarantee to the card we have on file for the inconvienence. This will show as a $50 credit on your card in the next 2-5 business days. Please let me know if you have any other questions or concerns! Thank You! [redacted] U-Haul Regional Office Truck, Trailer, Towing, U-box reservations ###-###-####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: After driving 8 hours across the state I struggled at my home to disconnect the auto trailer from the Uhaul truck. I drove to the nearest Uhaul center to see if I could get some assistance but they were closed for the night. I could not unload my truck without removing the auto trailer so I was prepared to spend the night in the truck as I did not have a lock. I remembered Uhaul offers 24 hour roadside assistance and a tow company was sent by Uhaul to assist us. I was told, in a recorded conversation by Uhaul, that I would be reimbursed if the equipment was indeed malfunctioning. After repeating the exact steps that I previously tried, the technician could not get the auto trailer to detach from the truck. So that we did not have to sleep in the truck, the technician and myself had to resort to forcing the equipment off of the Uhaul by using our body weight and jumping up and down on the Uhaul truck. Uhaul is now disputing that they said I would get reimbursed and also that the equipment was malfunctioning after testing it once and it working correctly. They are no refusing a refund. The equipment may be working properly NOW but it certainly malfunctioned while it was in my care and even the expert sent out by uhaul could not get it to work. In over a week I have had to speak with at least three different employees of Uhaul regarding my reimbursement two of which argued with me and tried to blame this issue on me. Finally, a manager named David called me today and told me they are taking the word of the tow truck employee that the truck was not positioned correctly. I asked then why didn't he simply advise me to move it and was told that was a good question. STILL, no reimbursement for the equipment failing. It's sad that Uhaul has several highly unprofessional employees that argue with customers regarding situations they did not witness and are so willing to lose a customer over money that is not coming from their own pockets.Desired Settlement: I would like the promised $65 service fee refunded to me. I was told repeatedly that if it was Uhaul's fault it would be reimbursed. I would have never paid this fee up front had I known they would go on a witch hunt afterward to find any way possible to blame this on me to save this billion dollar corporation a mere $65. The facts are clear, the equipment did not work properly, even once the tow truck driver was dispatched. We had to find an alternate way to detach the trailer and still they refuse the refund.

Business

Response:

January 13, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Belinda H[redacted], our Traffic Manager for our East Bay Regional Office, followed up on the information Ms. [redacted] provided. According to the notes documented with our Emergency Road Assistance line, Ms. [redacted] was advised and understood we could send a service provider out but if there was nothing mechanically wrong with our equipment, she would be charged a service fee. It was reported back from our repair shop that in fact there was nothing wrong with the coupler, tongue or anything else on the trailer. Ms. [redacted] was told a refund for the service call would not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

I urge you to think beyond the notes and employ individual discernment when evaluating my case. The truth of the matter is it was not functioning mechanically exact during the night it was in my possession. I endured several less than professional debate session with the employees of this company and it was made clear that the tow truck company did not transcribe or maintain accurate notes and that seems all that you are going off of to make a decision. The fact that he tried to get the equipment to work properly and it did not seems to be missing from the notes. The fact the he had to resort to jumping up/down on the bumper of the Uhaul truck and the occurrence of me physically pulling the piece equipment in the opposite direction while he jumped up/down to create enough man made pressure to get the two to detach seems to be missing from the notes. Instead of simply taking the customer's account of the situation into consideration, you are choosing to make a decision based on poorly documented information. Your Uhaul expert came out and could not get the equipment to function, how does that translate to it working properly THAT night? What happened THAT night, is after all, what is in question. It's great that it did not glitch the one time you tested it, but that does not negate the fact that it simply was not functioning correctly the evening it was with me and your roadside assistant. I know how to operate the auto trailer as this was not the first time I've rented this equipment from Uhaul. I find it very disappointing that I've spent over $1000 dollars with this company during my two moves and you're fighting with me over such a small amount of money. The customer service issues alone merit the refund at this point. If you read the entire story of what happened that night instead of focusing on incomplete notes there is no way a rational person can come to the conclusion that the equipment was working perfectly. Please do the right thing by your customers.

Business

Response:

January 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].James B[redacted], our President for our East Bay Regional Office, reviewed Ms. [redacted]’s recent comments. In an effort to bring closure, Mr. B[redacted] advised our office he would have the fee for the service provider refunded to Ms. [redacted] in the interest of customer good faith.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: My cousin and I rented a uhaul on 12/18/15 and returned it on 12/21/15 we received an email on 12/23/15 in which we did not open until 12/24/15 saying that the equipment had not been returned. We contacted the corporate office and they started the procedures on getting the truck reported stolen but said we would have to wait until the uhaul we rented it from was opened. When I went to the uhaul located at 1[redacted] on 12/26/15 I was given the managers business card and told to contact him. I called him that evening and there was no answer, I called the next day and left a message. On 12/29/15 by bank sent me an email stating that my account was overdrawn due to a $500.00 charge from uhaul, when I went to call the manager I noticed that there was a missed call from uhaul. I called and spoke to the manager and he said that he could not do anything until the contract was closed, and he could not close out the contract until the truck was recovered. And still up to this point the truck had not been reported stolen. And later on when I started thinking about it I wanted to know exactly what the $500.00 charge was for so I called back and he said it was because they could not contact us, my cousin reserved the truck online with his phone number, I was added as a driver and secondary contact, and I used my debit card to rent the truck. The manager said that they tried several times to contact my cousin and could not so I asked why was I not called that my number was also on the contract and he said that it must have been an oversight.Desired Settlement: Refund my $500.00

Business

Response:

January 10, 2015

[redacted] U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted] whose name is on the actual rental agreement.[redacted] our GM for our U-Haul of [redacted] followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] cousin and explained we were not responsible for her giving the keys to a random individual claiming to work for U-Haul. The U-Haul truck was recovered on December 31st and then the contract was closed out. He applied a five day rental only, plus miles and towing fees. [redacted] relayed a refund was not due and the balance still owed was placed on a Promissory Note.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 7/13/15 I went into this establishment, made tentative reservations for a 20ft. truck. On 7/24/15 I received a call from U-Haul saying that all they had for me was a 15ft. truck in Fairfield, there was a truck about 50 miles away in Sonoma I could get on the day of the move. What called around to find another 20ft. truck, I was told I could get later that day, and made reservations. U Haul took it upon themselves and canceled this reservation. What ultimately ended up happening was, I had to rent two 15ft trucks to make my move. This was long distance move.Even though U Haul's policy is, your reservation is not confirmed until you get the call. However, the purpose of making the initial reservation is to reserve what you need. Calling two days before my move was a major inconvience as there was nothing I could do. It is impossible to make other arrangements at such a late date, and when I did find a location that would give me the 20ft truck the main office canceled that reservation. I therefore paid full charges for two trucks, gas for two trucks and had to hire someone to drive the 2nd truck.Desired Settlement: I think it's only fair that U Haul reimburse me for the second truck I had to rent to complete my move.

Review: I had placed a order to pick up a truck from a Uhaul location in [redacted], AL. They day we were supposed to pick it up I received an email stating that the location of the truck pickup had changed. The new location was across town, and since Uhaul charges by the mile, that would many extra dollars that I would have to pay. Furthermore, when I asked about the reservation guarantee Uhaul had on its website stating "When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." I was told that it did not apply to me because I didn't walk into the location, but there is no small print on the website stating that you have to 'walk in'. The people I called and spoke to at the corporate customer service were very rude about the whole issue and we had to cancel the reservation. We needed the truck that day to move into our new house and then we had to find another truck last minute.Desired Settlement: I think someone needs to apologize to me and my wife for making our moving day even more stressful. Also if they are going to be that restrictive on their 'reservation guarantee' then there needs to be some small print on the website, otherwise it is very misleading.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern AL, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee she issued back to his Visa account. 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: Hi,

I booked the U-Box service from Uhaul to move my furniture from OK to NY. On Tuesday 07/02/2013, I called them to scheduled the appointment of delivery at 8:30 am in the second morning. They promised they would make it. So I also found additional labors in order to make it faster so that I would be able to go to work. But I have waited till 10:00am, they were not able to deliver it. I still have to pay $200 to the labor I found. So, I went back to work because I can't wait the whole day and called them to deliver it late in the day. But they still delivered it at noon while my apartment manager called me to go back to move my furniture ubox. Otherwise it would be towed away. So I had to ask for leave from my boss and went back to my apartment. And I still have to pay $200 to the movers. That meant I paid twice for my move. And lost one day of work pay, which at least $300. I called their customer service for 6 or 7 times the following 2 weeks. But no solution. Now they are not even going to say anything about it. This is really bad business. I want the reimbursement of my loss.Desired Settlement: I want the total reimbursement of my loss.

Business

Response:

July 19, 2013Thank you for your concern for our customer Weihua Lin.[redacted] in our Bronx, NY Regional Office spoke to Mr. [redacted] today. It was decided a refund of $150 would be processed to Mr. [redacted] credit card. This credit should appear on Mr. [redacted] next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

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

Regards,

Review: We have reserved the truck and the trailer ahead and we have asked to give us better equipment due to long distance (2286 miles). When we came in to the U-Haul in [redacted]), the lady ([redacted]) at front desk asked us if we would like to purchase an insurance ($108) that we refused to do. Then she charged from my credit card $2,494.52 and figured out that she did something wrong and returned money to my credit card and I had to slide my card again. I didn’t even think that something will go wrong, but here is the beginning of the story. We got horrible track: it was very slow (we couldn’t even get to 50 miles per hour (my car is not heavy and the track was almost empty), it was terrible on gas, the car didn’t had nor USB, nor CD port and most of the times the radio didn’t work too). At the end of the trip, we found out that the wheel lock that was holding my expensive car was off the wheel. Pretty much, we were lucky that we didn’t have an accident.

The track was so slow that it took an extra day to get to the destination and my boyfriend had to miss the day of his work.

When I checked the credit card transactions, I have noticed that U-Haul charged me $108 that I did not sign and returned money (when [redacted] did a mistake and supposed to return the same amount of money) for $284 less. The total of sum that U-Haul stole from me is $392 and it was not counted my boyfriend’s missing day of work, huge amount of money for gas (everywhere on commercial, you can see that “it’s good on gas”) and horrible equipment and customer service that did not solved the problem.

After this bad experience, we have called the departure U-Haul location to ask them to correct the issue with the unauthorized charge and the manager, [redacted], just refused to do it saying that we signed the contract for that which is not so, we have the documentation to prove it. There is no signature on the paper he sent us and there is the signature on the correct contract where the unauthorized charge is not present. He would refuse to take any actions to correct the issue and would repeat the same phrases over and over again like a broken answering machine.

We have contacted the main U-Haul customer service where the lady confirmed that the charge was unauthorized and that we have been overcharged as well. She promised that someone would get in touch with us.

I called a couple times more and again, they told me that someone will call back, but again – unsuccessfully.

Someone ([redacted]) called us during working hours to talk, after he was asked to call back in 5 minutes he said that he is leaving for home in 5 minutes and will call back next day. The next day there was a missed call, which was called back to that number in 1 minute, but he wasn’t there. We have left a message asking to call back, but no one did.

After 2 days of no contacts from them we called the customer service again. The first customer service representative ([redacted]) hang up on us. The second representative ([redacted]) gave a phone number of the NH corporate office ([redacted] where we have left the message. Further two attempts to contact someone on that number were unsuccessful.Desired Settlement: U-Haul has to return me money for horrible experience and an equipment, for poor customer service, for time that I had to spend with them for unsuccessful result.

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our New Hampshire and Maine Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back. At this time she feels the only refund that is due back is $284 for the trailer and $108 for the Safetow Protection. Both refunds were issued back to Ms. [redacted]’s [redacted] 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

The money ($392) that U-Haul stole from me was returned with assistance of my bank and [redacted], not by the merchant. U-Haul was not cooperative and not very responsive (they left message and didn't return phone calls a few times). Due to provided low performing equipment, we had to spend an unpaid full-working day in transit.

It would be appropriate if U-Haul would compensate me for their unprofessional services and equipment that caused us delays and missed working hours and time spent on the phone with Bank, [redacted], U-Haul trying to resolve the issues.

Regards,

Review: I made a reservation on Feb 28 2016 for a one way on March 5 2016. I called the local location to schedule a time and was told that I could not schedule a time until the day before. Then March 4 came and the local had not called me, and the corporate uhaul had not called me either. I called the local, and the ONLY OPTION they could give me was to use the truck as a 2 day rental, and bring back to the local town. Well, this ended up costing more, and was a HUGE INCONVENIENCE. So, I go to chat with uhaul agent about the $50 guarantee as advertised on the uhaul website and she gave me an 800 # to call. I called that number on March 4 @ 8am and spoke with a woman. I explained to her what happened and she said she would have to ask her supervisor and she would call me back. Well, it is March 8 and I have not received a call back. I just want to say, that this is my first time renting a uhaul, and I am severaly disgusted and disappointed with the way I have been lied to and cheated out of money. Not only did I pay more for a truck regardless of scheduling a week in advance, but your corporate person lied to me and you cannot honor your own guartnee on your website. I am entitled to my $50 plus, and I do not need to continue harping and playing phone tag with someone who obvisoly does not want to help me. [redacted]Desired Settlement: I want an apology, I want my $50 guarntee that is advertised on the website, and I want the price difference for the orginal reserveation.

Business

Response:

March 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Gavin Long, a Customer Service Agent, followed up on the information Ms. [redacted] provided. He spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee along with a refund for the extra day charge in the amount of $50.31. The refunds should post on her 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 Assistant U-Haul International Tell us why here...

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]1, 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: Re: Contract #[redacted]. On June 27,2015, I rented a van for the day. [redacted], who issued the van told me to check the mileage and I did. It was not correct. I informed her, she had [redacted] confirm the mileage I told her it was. [redacted] also noticed a busted tail light. The mileage out on the contract was [redacted], the actual mileage was [redacted] said she would make a note and they would take care of it. When I returned the van an entirely different group of employees were there. [redacted] checked me out and charged me the incorrect mileage. When I pointed it out to her she said she could not give me a credit and she would have the manager call me the next Monday. He didn't call. I called customer service 4 times. The last time was 7/8/15. They thought I was on hold or muted, but I heard them laughing and mocking me for wanting a credit. When they realized I could hear them, they hung up on me. I want a credit and I would like an apology. I was charged for 62 miles. I only drove 60. I realize it's only 2 miles. However, it's a matter of integrity and honesty and professionalism at this point.Desired Settlement: I want a credit and I would like an apology. I was charged for 62 miles. I only drove 60. I realize it's only 2 miles. However, it's a matter of integrity and honesty and professionalism at this point.

Business

Response:

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for our U-Haul at [redacted] Dr. location, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the length of time it took to properly resolve her concerns. He advised her of a refund for the extra mileage charge in the amount of $1.30 back to her [redacted] account. The refund should post on her next credit card statement.As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

I reserved a 26' truck on Sunday to be picked up the following Friday. Checked in the uhaul place on Thursday to verify there would be a truck for me the next day. Guess what no truck and no solution. I paid non refundable deposits to people to help load and unload which I will lose because now I have to reschedule to another weekend and they aren't available. .

Review: I went online on Sat 4/9 to rent a 10ft truck at 5pm that evening. It was done online and at the timethere was a notice online that there was a $50 guarantee if the reserved equipment was not available at the guaranteed time/date. I called the location of the reservation to ask a question about parking and when discussing the reservation he told me it would not be available. He advised me to call corporate who called regional and they said it would be there. A half an hour later the same store called again, they said that it would not be available at that time and offered different equipment and various locations and times. All defeating the purpose of the guarantee. Again they directed me to the regional office. At that time they did reiterate that it would not be available and offered various locations and equipment substitutes - which negate the equipment guarantee. They ultimately cancelled the reservation and when I inquired about the $50 guarantee they stated it was to managers discretion. I have since waited for manager Angel L[redacted] from the regional office ([redacted]) to give me a call back and when she did - her response was that we ultimately moved therefore there is no $50 award. I was offered in exchange for my reservation a 15 ft truck (which is too big and I cant drive) and also to pick up equipment for an alternate location (which is not an equipment guarantee for a time/date). My equipment guarantee was not upheld as advertised so I feel that I am owed the $50 guarantee promise.

On a side note, despite the lack of equipment all the representatives that I spoke to (in the five calls needed to discuss the reservation) were all very courteous and helpful. I do however feel that the information that Angel Loziano has received about the promotion is contradictory to what you are advertising on your website. She stated that as long as you move, they have upheld their promise. Uhaul did not promise to get me moved. time/date guaranteeDesired Settlement: $50 payment as awarded for compensation for failure to make due on the equipment guarantee time/date promise (as advertised)

Business

Response:

April 18, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1071011 Thank you for your concern for our customer Mr. [redacted]. Shari L[redacted], our Executive Assistant for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the $50 Reservation Guarantee Fee. The refund should post on his next [redacted] credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...