U-Haul International, Inc.

Review: I reserved a truck 7days in advance for 24 hours. My pick up was 7-2-15/7-3-15.Customer Service informed me that a Manager ar the location will call to confirm my reservation, they did not.I tried picking up my truck and did not have a reservation there at that location they said.I have tried calling the Uhaul a few times to get my official confirmation from a Manager like they stated but no response.I reserved a truck in [redacted] georgia and I called today to make sure my truck is available and no truck was available and I didn't have a reservation at that location.Had I received a call back I would have been informed the exact location.Now heading to another location this morning I passed another Uhaul in east point, georgia So I decided to just stop there since I was running out of time.[redacted] assisted me and not only was his customer service very poor but so was the service.I needed that truck so I stayed I mentioned my reservation at another location he couldn't cancel it for me and I told him I needed a truck 10FT for 24 hours. He said, he had one and at the last minute he decided he didn't have one.I repeated that I need 24hrs. He said, I only have it for four hours and if you are running late just call all if it's not too long it will be fine.$19.99 a day, $14 Insurance, $.79 per mile.I Used 18 miles, I got the $14 ins. & I filled the gas tank.I called customer service because of the weather, it's not really safe to drive a fully stocked truck in really bad rain. She placed my information I gave in notes and sent it to him.I tried to contact that location and no one picked up.I was do back at 2:30pm and couldn't get back until 3:30pm. After I arrived there was one person ahead of me and [redacted] continued to work around me. Meaning, he helped the person who was already there, he skipped me and helped 2 other customers who came after me and by the time I received his assistance he changed me for another day and I had only used the truck for 5hrs.

Product_Or_Service: 07/02/2015

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

5 hour's up to 24 hour's is one day NOT TWO.I paid a $100 deposit.Truck $19.99 a day...Ins $14...$0.79 for 18 miles,Does not total to $83.12...Even if you add another day it still would not be $83.12...I want a refund for the extra day stolen from me and the extra money he kept. I am willing to take this company to Small Claims Court for my money.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted] Fowler, our GM for our U-Haul Moving and Storage of [redacted] at [redacted]., followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was a walk-in at his location and had no idea she had a previous reservation. Mr. [redacted] asked Ms. [redacted] to cancel her reservation to avoid a no-show fee. Unfortunately the only truck available was for a 4-hour rental. This was clearly explained to Ms. [redacted] and she agreed by signing the contract she would have the truck back by 2:30 pm. If the truck was returned late, she was advised there would be an additional charge due to the fact we had another family with a reservation after her rental. Upon Ms. [redacted]’s return a few minutes after 4:00 pm, Mr. [redacted] relayed they had three customers in the showroom. Ms. [redacted] was acknowledged when she entered and told by our Assistant GM, [redacted], that she would be right with her. Within a minute she was assisted with her truck check-in. Ms. [redacted] asked if she had any issues with the truck and Ms. [redacted] replied she did not. Mr. [redacted] assured our office the truck in question was up to date on maintenance. Ms. [redacted] and Ms. [redacted] both returned to the showroom from outside and Ms. [redacted] was advised Mr. [redacted] would be the one to close out her contract since she paid her rental with cash and Mr. [redacted] had the only cash drawer open at that time. Mr. [redacted] finished with his other customer and then closed out Ms. [redacted]’s rental contract. Since her rental went into a 2nd rental period, she was charged another rental fee for both the truck and Safemove Protection. Mr. [redacted] stated Ms. [redacted] was never ignored or treated unfairly. The only time she was asked to wait for assistance was because our Assistant GM did not have a cash drawer open to complete a cash transaction and she was thanked for her patience of having a slight wait. He also relayed he felt they did everything on their end to help Ms. [redacted] and Ms. [redacted] did not honor the contract by returning the truck late.As we value Ms. [redacted] as a customer, I have taken the liberty of emailing her a $20 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

Review: I recently scheduled a one way rental and right from the start this was the most unprofessional, careless interaction I've ever had with a business. When scheduling my pickup I dealt with two people who were very rude to me, the first suggesting that I should just go with budget rather than U haul because he doesn't try to win customers over competition, the second telling me that the prices I had previously been given (by a uhaul rep) were false and that if I didn't have them pulled up in front of me then I was wrong. When I asked to be transferred to a manager for her being rude she repeatedly told me to tell her how she was being rude while refusing to transfer me to a manager, she never did transfer me to a manager. At this point it's a wonder I chose uhaul to begin with, but due to the gas vehicles I thought it would be to my benefit from fuel savings. So I received vehicle [redacted], a 26' one way truck with 137k miles on it. Being that uhaul is a rental company and I've driven rental cars before I figured there would be a level of security in this being a well maintained, decent vehicle. Once I began my drive it was quickly apparent that this was not accurate. It seemed that the only thing maintained on this vehicle had been the drivetrain. The truck steering box was horribly worn, it had an unacceptable amount of play in the steering wheel, probably 60 degrees of dead space that was inconsistent, and made loud popping noises when turning. When a semi would drive past you you couldn't compensate for the truck because as you would try to maintain your position in the road the dead spot of the steering would pull you or push you, when you needed to correct from it pushing you to the side of the road or pulling you towards the truck there was no telling where the steering would actually begin correcting. I have driven trucks of this size before with no troubles, this truck was poorly maintained and is an absolute danger to put people in a vehicle of this size with such poor maintenance of a vital part of the truck. Beyond the steering, the headlights were adjusted up and to the right so that they did not emit any light on the road, just the trees you passed and road signs. I can't believe that the uhaul name would allow a vehicle in this condition to be rented, the vehicle was absolutely unacceptable. I was charged 1277 dollars for a vehicle that was unsafe to drive, I had to sleep in my car while parked on a trailer in a semi truck stop because the headlights were virtually useless (I have pictures). The truck was not even in acceptable servicable condition, there was a hole in the box with nothing more than aluminum tape being used as a repair. This was a terrible experience and I would absolutely recommend everyone against uhaul. I have tried emailing their customer service twice and have received no response.Desired Settlement: I would like a refund of all costs associated renting this truck as it was in unacceptable condition, it was extremely dangerous. The trailer I rented was fine and seemed to be in good condition so I accept the rental fees of the trailer.

Business

Response:

June 29, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for 35% as an adjustment on his rental.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] The offer they made me is not even half of what I asked for, but they told me I must accept this or they will give nothing at all. This is after waiting for another call back that I never received. I had to call the person back to finally get my answer. I attached 2 images which demonstrate the headlights in this vehicle and that the only light was cast upon road signs. Uhaul says that they won't provide more because if I would have called they would have sent someone to repair the vehicle on the side of the road. He claimed that they would have replaced the entire steering assembly right there on the side of the road if necessary. I never will give uhaul my business again and I would advise everyone else to go with another carrier, uhaul does not care about the safety of its customers or the other people who are incidentally near the vehicles uhaul provides. Out of such a large company this is a huge disappointment.

Business

Response:

July 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our South Philadelphia Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed Mr. [redacted] agreed to the adjustment issued on June 30th back to his [redacted] account and in fact stated he felt it was a fair resolution. The truck in question has never had a service call placed including when Mr. [redacted] rented the truck. The refund issued for $467.20 should post on Mr. [redacted]’s next credit card statement if not already. No further refund or adjustment will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I first booked a reservation (guaranteed with a credit card) for a van plus a hand truck from a U-haul location on 12/20/15. I received an email stating that my reservation was confirmed for 12/29, and for a designated pickup location. On 12/26, I received an email with a new pickup location, and the time changed. I attempted to contact the pickup location to discuss, but the phone rang with no answer (I tried multiple times). This new pickup location was further than I wanted to travel, and incurred additional taxi charges in getting there. When I arrive at the pickup location, the owner of that location DID NOT have a hand truck available. I incurred additional costs in renting a hand truck at the last minute from hardware store in my town. U-Haul has a guarantee that equipment reserved will be available at the location as part of the reservation. Upon contacting customer service, they said that this refund policy won't apply, and they even went as far as to state that the "equipment reserved" does not apply to the hand truck (even though it was part of the reservation). This is not mentioned anywhere in their policy which is available herre: https://www.uhaul.com/Reservations/ReservationAdvisements.aspx U-haul is refusing to honor their published reservation guarantee, and will not refund my $50 which the policy indicates they should.Desired Settlement: I would like Uhaul to honor their $50 reservation guarantee.

Business

Response:

January 11, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted]Angelique F[redacted], our Executive Assistant for ou[redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email on January 5th in response:Hello Mr. [redacted] I wanted to thank you for taking the time to talk with me last night about the complaint that was put in, and also apologize for the inconvenience on your rental. I wanted to let you know that I have reviewed the file over with my MCP and we will be issuing you a $50 Reservation Guarantee today. This will go back to the card we have on file. Please allow 3-5 business days for this to show. If you have any concerns please feel free to contact me at anytime as I have left you with my cell number. Kind Regards, Angelique [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,Maria P[redacted]tU-Haul International

Review: After reserving a truck online at the uhaul on 9400 FM 1960, I was told the next day when I arrived the truck had not been returned for me to rent, but not to worry as the Antoine office had a truck, go there and they would discount me 20% (noted in computer) for my trouble of having to go so far out the way from my house to get a truck. I arrive at Antoine am told there would be no discount and to go ahead and pay 115.83 which I did (estimated milage 22.25 and 39.95 daily rate plus 10.00 for appliance dolly. My arrival there was no where near 7:37 as I did not leave the FM 1960 location until 7:30 after waiting on the manager there to inform me there was no truck and then traveling over 20 miles to Antoine location. Anyway they brought the truck to me unopened from the back, I asked if the dolly was inside and was told no he would get one. Well he got one and left it and me standing there trying to figure out how to open the back and lift the dolly onto the truck(keep in mind I am a senior citizen). I left, moved, and returned the truck a little after 6 pm to be told I would have to pay an extra day which amounted to $49.91 which I am disputing but had to pay before I could leave. Well low and behold not only did the clerk (Shantay A[redacted]) charge the extra day, she charged for a dolly I did not use (utility dolly for two days charges of $14.00; tie clamp was still intact). I only rented the appliance dolly as you can see in the paperwork for $10.00. In addition they advertise 39.95 a day; that would be 24 hours not 12 hours. This is not right at all. Why pay for something I did not order or use.

In addition if you make a reservation the truck should be there or a replacement should be given. Any help on your part would be appreciated.Desired Settlement: Return of utility dolly charges for two days $14.00 (never used)

20$ discount as promised

Return of one days rental and dolly rental $49.91 (overcharge)

Review: Our U-Box pod provided by U-Haul International, Inc. was not delivered to the ag[redacted] upon location until August 13, 2014, even though it was guaranteed for arrival on August 4, 2014 (9 days earlier). We traveled from [redacted] to [redacted] on August 5 and we have since had to compensate out of pocket for U-Haul's huge error. We bought an air mattress and bedding just to have a place to sleep, and without cooking utensils have had to eat out, which are further expenses we suffered due to our misguided belief that U-Haul would honor the contract they established with us. This situation was exacerbated by the fact that we did not yet have close access to a phone in the U.S. to contact a representative at U-Haul directly and check on the status of our delivery.

We wouldn't even have known the status of our possessions as undelivered if our movers had not made an urgent attempt to notify us less than 12 hours before our flight from [redacted]. Upon calling U-Haul customer service, we were initially informed that no anomalies were indicated about our order apart from the fact that it had been mysteriously rescheduled for departure from [redacted] on August 5 (the day following our guaranteed arrival, oddly enough) and arrival to [redacted] (near [redacted]) on August 16. Our suspicion is that our order had been entirely forgotten until our mover inquired at the [redacted] facility, who in turn prompted the [redacted] facility ([redacted]) to finally begin delivery of the U-Box pod.

Furthermore, this bungling of our order came after a prior delay that resulted in our packed U-Box pod being returned to the [redacted] facility a day late; our movers were unable to even pick up our empty pod for us on [redacted]e because of an oversight by the facility's management. After a long morning on the phone with a [redacted] U-Haul manager, then rescheduling, and finally confirming that our pod would still arrive on August 4, we were told that we would be compensated $100 for the delay and to help pay our movers for their 3 hours of scheduled work the previous day. (This compensation has still not been received.) The U-Haul manager also admitted to us that this [redacted] U-Box facility, the only location from which [redacted] U-Box pods are shipped, is not even authorized by U-Haul itself. The fact that this pickup error occurred at the same location that our pod was held for over 15 days clearly demonstrates not only the neglect and mismanagement of this specific location, but also proves that our initial complaint went entirely unheeded.

Upon discovery that our U-Box pod had arrived in California, again from our local mover rather than U-Haul (U-Haul claimed to have called me at my Canadian number but failed to email or update the master order), we were informed that U-Haul would not release the pod to us until we had paid the transit fee in full. This came after we had already emailed several U-Haul contacts asking to know the status of our pod and demanding to waive the fee for our unfulfilled order. [redacted], from the [redacted] U-Haul location, told us that a delay in shipment occurred because our customs forms were not received by U-Haul until July 28; however, said forms had been emailed in their entirety, by me, when they were requested on July 21, as the date stamp on my email will prove.

As we were still unwilling and now monetarily unable to pay the full transit fee (we spent at least $500 on an air mattress, eating out, etc. due to the delay), our only option was to attempt once more to come to a settlement with a U-Haul manager in [redacted] who would take responsibility for the delayed shipping error. After much deliberation we finally secured an audience with [redacted], a representative of U-Haul's head office in [redacted], who declared that she would not waive our transit fee as the error was a result of customs delays at the Canada/U.S. border, that they were unable to allow transport of our goods into the country without first getting proof that we had crossed the border ourselves, and that the delay was worsened by the late receipt of our customs forms by U-Haul.

We responded, again, saying that we had submitted our customs forms on July 21 immediately upon request, and that there was no mention of a requirement of crossing the border prior to delivery of goods, nor a caveat in our contract that our guarantee could be flouted if such a requirement were not met. Our U-Haul contact replied in a discourteous and hostile manner, restating her claim that we were late in the submission of our customs forms, the only solace offered being that we might receive a credit of a "few hundred dollars" at some point after we paid the original transit fee in full. After a brief argument during which it was established that we had no other recourse, we accepted this arrangement, although at present we are unable to afford the fee.Desired Settlement: We feel that we as customers were abandoned by U-Haul and seek not only immediate delivery of our possessions, but a full waiver for the moving fee and compensation for expenses resulting from the failure of said move. We had signed up to pay for a specific window and deadline (Jul 20-Aug 4), which was guaranteed to us in U-Haul's binding agreement. None of these guarantees were met. Since we are not getting what we paid for, we refuse to pay for service that failed to meet the conditions ag[redacted] upon with U-Haul.

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. In an effort to resolve Ms. [redacted]’s concerns, Ms. [redacted] offered a refund for $350, however, Ms. [redacted] opted to decline the refund.

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

Sincerely,

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.

We did speak with [redacted] in the days following our complaint issued with the Revdex.com. However, we refused to take the offer of $350 as this amount was in no way a compromise with our desired settlement. We had originally been promised $100 alone for the first setback in our move, the pickup of our U-Box in [redacted], a refund for which, curiously enough, [redacted] could find no record in our account documentation. This oversight is part of our larger case about U-Haul’s faulty documentation regarding their side of our business interaction. As noted in our complaint, we were also treated unprofessionally by [redacted] in arguing our case, who spoke both with condescension, refusing any blame on the part of U-Haul, and in a threatening manner about how we really have no other recourse but to accept the few hundred dollars because they have “enough evidence against us” and that ultimately the Revdex.com “hardly does anything”. We do not want to be simply “paid off”, and for such a measly sum. We were hoping for U-Haul to show a sincere attempt to meet us half way with our disastrous case. We are still holding out for a greater sense of sympathy on the part of U-Haul if it is really true as [redacted] says: “Our customers are very important to us”.

Central to our case is that U-Haul’s guarantee to us for the arrival date of our belongings was not met. The excuses that U-Haul have provided for this gross delay about late paperwork (it was not late but sent on the same day of its scheduled departure) and customs (there is no mention whatsoever in the website that this might be a factor affecting their guaranteed date) are insufficient, and deceptive in relation to the way that the U-Box service is marketed on the U-Haul website. Therefore, we seek a greater settlement than what has been offered.

To the Revdex.com, we cannot thank you enough for your invaluable assistance in arbitrating our case against U-Haul.

Regards,

[redacted] and [redacted]

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted] and Mr. [redacted]. As per policy, Ms. [redacted] was issued a refund for $50 per day for the amount of days we were late on delivery. The refund for $350.01 was issued back to her [redacted] account on September 18th and should post on her next credit card statement. No further refund will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I am putting in acomplaint against U-Haul due to the lack of guarantee. U-Haul claims that when you rent with them that the equipment you asked for will be in the location you request, given you reserve with them with sufficient time. I placed my reservation for a 26 foot truck on June 20, 2014 and was sent an email stating my request had been accepted for June 27, 2014. (Email attached at end) I was then left a message on my phone by U-Haul the next Wednesday, that there was no 26 truck available to me within a 500 mi radius at the time I requested. I called to inquire and was told that they could get me a 20 truck but I stated that wouldnt be enough to get my stuff moved, I told them if there was one to let me know and I would get back to them but didnt think a 20 truck would work for our move. I had stated that I had an email stating I was guaranteed a 26 truck for that Friday.I was told the next time I called that it would be there. Needless to say, when my husband arrived we were told the truck was double booked. Due to U-Hauls failure to provide the necessary equipment they guaranteed, my move has now been extended and additional charges have been incured. I have made numerous calls and inquiries I have yet to hear back from U-Haul on what they are going to do to compensate for the additional charges they have caused me.Desired Settlement: I would like a refund as I have to turn around and rent from them again just to fix this mess they have created. The addional expenses add up to an additional $733 so that the move can be completed.

Business

Response:

August 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] and [redacted] Office, followed up on the information [redacted] provided. [redacted] advised our office [redacted] was contacted and advised of a refund for $75 as an adjustment on her rental along with a refund for the $50 Reservation Guarantee Fee. Both refunds were issued to her [redacted] account on July 8th and should post on her next credit card statement if not already. As we value [redacted] as a customer, we 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Business

Response:

August 11, 2014

Revdex.com # [redacted]

U-Haul Ref# [redacted]

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

[redacted] the Executive Assistant in our [redacted] Office informed us she has left two voice messages for [redacted] asking her to call to further discuss her concerns. These voice messages were left on August 9th and 11th.

[redacted] can be reached at [redacted] or [redacted] .

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Review: I moved around the end of September and rented a uhaul from the uhaul of eastland store. I was moving from the eastside of town to the north. I looked up a few locations and called what I felt would be the closest location, which was the neigborhood dealer on north high street. I called ahead and spoke with a young woman and specifically asked if I could drop the uhaul off at their location without being charged. The woman then placed me on a brief hold and asked someone else if it would be ok. She then came back to the line and let me know that it would be ok and I would not be charged extra for bringing it to their location. The next day I dropped off the uhaul and placed the key in the drop box. Around 60 dollars was taken out of my account for the uhaul, and then I received an e-mail for a remaining balance of 137.00 for what I was told was a wrong destination charge even though I had been told I would not be charged extra for dropping the uhaul off at a different location.Desired Settlement: For the charge that I was told by an employee that I would not get to be taken care of. I don't feel I should have to pay this amount when I was told I was not going to be charged. If I knew that I would be charged double I would have taken the uhaul back to the eastland location because I do not have money to just give away.

Business

Response:

November 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] advising her the charges will stand. Ms. [redacted] signed a contract for an in-town move, meaning she would return the truck to the same dispatch location or pay additional charges. When she called our dealer on North High Street to ask if she could return her truck to them, our dealer assumed it was a one-way for drop off in his area, therefore, he agreed. Our dealer never discussed that she would not be charged extra fees. The truck she rented is a rotation truck, meaning it is owned by the dispatch location and must be returned to that location.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I really don't think it's fair that I was given the wrong information and yet I still have to pay for something I was told I would not be charged for. I'm sure they probably have recorded audio on their phone system and that they would be able to see that I am not lying.

Business

Response:

November 11, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], Senior Staff for our Ohio Regional Office, reviewed Ms. [redacted]’s recent comments. She explained Ms. [redacted]’s call to the dealer that she returned her equipment to was not recorded. However, there was a recording from Ms. [redacted] calling a U-Haul Center and inquiring if she could drop off a truck that was picked up elswhere. Our agent advised her if it was an in-town rental she needed to take the equipment back to our dispatch location. Ms. [redacted] confirmed her rental was an in-town rental. Our agent advised her she would be subject to a wrong destination fee. Ms. [redacted] informed our office the charges will stand.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: The Insurance Company paid me $2,000.00 which did not cover the labor cost of trying to clean what furniture we were trying to save having to throw out the couch and love seat that was white when I stored it but was full of mold and mildew . I had to throw out an antique lamb because of the roches and a stereo set full of roches and the wood just crumbled..My doctor tells me to throw out the dinning room set and the bedroom set he seems to think that I am depressed because I can not really clean them But I am retired and cannot aford to replace them..The insurance I had with U-Haul was $5,000.00 and they refuse to pay me even though this will not cover what this has cost me....This should never happen to anyone.....

Product_Or_Service: U-Haul

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

The $5,000.00 insurance will not cover all I still have things that I have not been able to clean because the smell is so bad I had the leaf of the dinning room table in custom made bags in everything there are still live roches and they are big I have papers from the Bush Administration and last week I open it to the smell and the biggest roach which I tried to kill with no luck....Now the insurance company will not acknowledge any e-mail contact with me....The

Business

Response:

September 20, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and explained her claim was settled in April by [redacted] Insurance Company who did the investigation and no further refund will 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,[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.

[Provide details of why you are not satisfied with this resolution.] Because the person whom I spoke to told me to get the figures together and present them to her which I did ..I took pictures of items and sent them to her which I will send to you upon request..[redacted] who was the person I first was told who was in charge of my account with went on vacation and left a guy whom I was told would take my account over in her absents...I sent the pictures of my damage chairs that were to be redone along with other info and never heard from them again...I was never told that my account was settle....This place needs to be put out of business for they are deceptive they never sent any one out to see how bad my furniture was what kind of company would not want to make sure that I was not lying the insurance I paid for was for $5,000.00 I paid every month and they beat me for a $30.00 coupon that they gave me after double charges on my account for months..This is not an honest Company and I will never give up on this.............[redacted]

Regards,

Business

Response:

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the recent comments from Ms. [redacted]. She reiterated to our office that [redacted] settled the claim already. If Ms. [redacted] wishes to pursue any further, she would need to contact her adjuster or a manager for [redacted] Insurance Company.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: It took over 3 days and multiple hours on the phone with U-Haul to resolve an issue with my U-Box. The issue started when I tried to schedule movers to pick up my U-Box and deliver the U-Box to my apt: The reservation # I had from U-Haul would not show up in the Moving Help system (who U-Haul contracts with for movers). I was transferred back and forth between several people who either assured me that it was the correct reservation #, or told me that I needed to contact Moving Help if I wanted to schedule movers. I kept getting told to contact Moving Help, even though I repeatedly stated that I understood I needed to contact Moving Help to schedule movers, and that the problem was with my reservation #. I asked multiple people to check my reservation #, suspecting that their might be a problem with it from a canceled pick up (U-Haul automatically scheduled my U-Box for self-pickup once it arrived in Brooklyn, and I cancelled that transaction since I wanted to wait until I had the keys to my new apt). I finally got someone to listen to me (on day 3), and sure enough, the reservation # I had was dead due to the cancellation. They then opened a new reservation for me. My new reservation # showed up in the Moving Help system, however, the system showed that I needed it delivered in San Diego (where the box originated from). Uhaul.com also showed the same thing under my account (box is scheduled for self-delivery in San Diego, CA). Once again, I was transferred back and forth multiple times as I tried to explain that I needed the system updated to reflect that my U-Box was set for self-delivery in Brooklyn. I was once again told that I needed to contact Moving Help if I wanted to schedule movers to deliver my U-Box, despite me reiterating that the problem was somewhere in my reservation information that made the system think the U-Box was in San Diego. The issue was finally resolved when someone finally listened to what I was saying and updated the system to reflect the correct location of my U-Box. At one point, someone I was speaking to tried to set up a delivery with Moving Help for me and said that I had a balance of $16.28 on my account. My card has since been charged for that balance, despite the woman being unable to tell me what the charge was for. I still do not know what that charge is for. Another big point of frustration in this whole situation, is that U-Haul has its system set-up to where if you are on hold too long, it automatically transfers your call somewhere else. So while I was on hold with the 4th Avenue location that had my U-Box, I would suddenly get transferred to another U-Haul location where I would be informed that I needed to speak to someone at my location. They would then proceed to transfer me back to where I had originally called. My requests to speak to a manager also got me nowhere. If they were unavailable, I was told that they had been sent a message to call me back. I never received a call back until I requested once again today (day 4) to speak to a manager. When I was explaining the situation of why I was so frustrated, the manager repeatedly tried to tell me that there was nothing they could do about problems with Moving Help. I had to explain multiple times that I had zero problems with Moving Help, and that all of my problems came from U-Hauls end and people at the 4th Avenue location.Desired Settlement: The back and forth with U-Haul was a significant waste of time. My time is valuable, and I feel that, at the very least, U-Haul needs to pay for my Moving Help service on 9/26, including the U-Box trailer fee. They also need to refund me for the 1 month U-Box rental, and the $16.28 that was charged to my account without explanation.

Review: On Sept 8th, 2014 my wife, [redacted] had reserved a auto transport trailer reservation on line. We were towing my antique truck from [redacted], ** to [redacted], **. On Sept 10th we rented the trailer from U haul at the location of [redacted] in [redacted], AZ. Their female employee hooked up the auto transport trailer to our truck and we drove one to one 1/2 miles away to our home in [redacted], AZ to place our truck onto the trailer. When we drove the truck onto the auto transport trailer the trailer hitch jumped off the ball of our truck ( which was by the way the correct size) and dented our truck tailgate and rubber on the bumper. My wife called the U haul hotline right away and took pictures on her cell phone. The U haul representative gave us the name of U haul insurance company names [redacted] and the phone # to report the incident for which we reported it the same day. U hauls insurance company [redacted] is denying the claim stating that we signed the contract stating that we received the instruction pamphlet for which we should have read through all the way and that states that we should have checked the connection first before loading. The U haul representative at [redacted] did not tighten up the screw [redacted] above the ball when she hooked up our trailer. We have witnesses of the accident and feel that the U haul employee negligence of forgetting to screw the hitch onto our ball on our hitch was negligence.Desired Settlement: To have our truck tail gate repaired due to negligence of u haul employee. Our home is under one and 1/2 miles away from u haul location and employee did not tighten up the trailer to our ball therefore causing damage. We signed a contract to be responsible for their equipment and that we would pay for any damage to U hauls equipment from an accident so why can't they claim responsibility?

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that [redacted] Insurance Company did an investigation and concluded U-Haul was not at fault and he is in agreement with their decision.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] Of course they would go with the Insurance company not paying for their responsibilities!! I agreed to pay for any damage of their equipment if I returned it damaged and they do not claim responsiblility for their trailer causing damage to my truck tail gate.Regards

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our [redacted] Regional Office, reviewed the recent comments from Mr. [redacted]. He spoke to Mr. [redacted] and explained why his claim was denied. Although we sympathize with the situation Mr. [redacted] incurred, our decision in the matter remains the same.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: It took awhile for me to compose myself to write this review. I hate to shed any type of negative light when it comes to someones source of living, but in this case I feel it is my responsibility to warn and educate others about my experience of being ROBBED. Long story short, I was charged a $150 damage/loss equipment fee for a "big dent" on the pick up truck door that I KNOW was not our fault. At first, I thought the hand truck I rented was taken from the bed of the pick up truck, BUT to my surprise it was damage to the actual truck. I was livid and very surprised that it was that since we only used the truck for less than 2 hours and only went to 2 locations (less that 10 miles). The truck was never left unattended. I immediately said that it had to have happened after I dropped the truck off at the designated after hours location. Well, little did I know that doing that exposed me to vulnerability of not being able to prove my innocence. All they kept saying was the truck is my responsibility and I completely agreed, but to a certain extent. I should be released of that liability once it was dropped off as instructed at their designated after hours location. I asked where is my protection at this point and that they should not have an after hours drop-off option if they can't secure their facility from these types of things happening. They then mentioned that they have cameras to watch over the facility. PERFECT, so I asked if they can review the surveillance video because I knew this was my proof. They said they would, but asked to give them a couple days to review it because they will be reviewing about 12 hours of footage. I was relieved and thankful because I was sure they will see that it was someone else that caused the damage. 2 days passed no call. I called back, they said they have not reviewed it because their "systems were down" so they asked for more time and will get back to me at the end of the business day. They did not call back until the next day only to tell me that they did not see anybody cause any damage to the truck the moment they saw us drop of the truck. In disbelief, I asked to see the surveillance tape. They said that it was not possible and that the tape is in their corporate office in Moreno Valley (which I looked it up and their corporate office is in Arizona). I then stated that it was unfair and basically there is no way I can prove myself and to even check if they even reviewed it carefully or if it was even reviewed at all. He responded with because "I'm telling you that we did and we didn't see anyone". He then followed with "where did you take the truck, where did you go, why weren't you careful?" At this point, he was being condescending and I knew it was a mute point. For all I know they could have just been giving me lip service and I was left to fit the bill. Who knows if they even reviewed the tape in "corporate" -- the damage could have been done by one of their employees and this was all a cover up or a way to make money. I know I didn't cause the damage and I was basically under their mercy! If they can do this to me they can do this to anyone! There has to be a just protocol made of checks and balances to ensure that customers aren't left feeling taken advantaged of and ROBBED!!!Desired Settlement: Refund of the missing/damage fee charged to my account and overdraft fees associated with the charge.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed that proper procedures were followed at the time of dispatch. Ms. [redacted] signed the contract indicating there was no damage to the truck at the time of rental. However, when it was checked back in, we found damage. Because she had taken the Damage Waiver, she was only responsible for the $150 deductible. Unreturned messages were left for Ms. [redacted] by our [redacted] Regional Office. Please be advised our decision in the matter remains the same.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.I firmly reject your response, firstly, I have not received NOT 1 phone call or message regarding this complaint after my report to the Revdex.com so that right there was a false statement. Secondly, the issue at hand is not that I did not identify the damage prior to signing of the contract, my complaint is that the truck was dropped off undamaged and that there isn't a way for Uhaul to show me the evidence that the damage occured during my possesion and not after the truck was dropped off at the designate drop off location. How do I know that the surveillance camera(s) were working properly and/or placed where the truck is visible at all angles? The only way I can accept a response as dismissive as Hauls response is if I am able to see the surveillance video especially after reading another review from another customer complaining that "Uhaul's surveillance conveniently doesn't reach" the unit that was broken into (link for reference, [redacted] ). As much as they could be telling the truth, they can also be giving false or incomplete details of their "proper procedures".Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted] and sent her the following email in response:[redacted] Good morning, my name is [redacted] and I have been the representative that has been attempting to contact you on several occasion regarding you dispute about damages to the pick up truck you rented and returned to [redacted] U-Haul. I have also been the one the watched the entire night of video surveillance footage from the night you dropped off the truck. In watching the footage from that evening I did not see anything damage the truck you returned. I also have looked at the documents that were signed by you at the time of rental showing that you took possession of the truck with out any damage and when it was checked in there was damage. At this point our charges for the $150.00 deductible do apply. If you have any proof that this damage did not happen while the truck was in your possession I urge you to forward that to my office. Thanks, [redacted]We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I booked a uhaul truck on July 3rd. It was a 26 foot needed for two days (July 30-August 1) pickup at 5pm drop off at 5 pm. I got a phone call the day before we were going to pick up the truck at a [redacted] location, that they had given the truck away and I now needed to go to a farther Niagara falls location. I had asked them for a km credit and they did give me that. Also told me I can drop it off at the Thorold location on the Saturday. So on the Saturday we returned the uhaul at 4:30, we searched the property for any body and no body was the. The place was closed at 1pm. So we put the keys in the drop off box. I then received a email on the 4th saying I owe 124 plus 30 late payment for keeping the uhaul two extra days. I called uhaul and the lady said what happened is the guy who does the uhaul showed up to work on Monday and put it as returned Monday at 8am. She submitted a complaint and uhaul sent me a invoice on the 5th saying I owe nothing. Now today (7th) I have a email saying I owe 154 again, and I will be put into collections.Desired Settlement: After all the unnessary stress that uhaul is causing me I am asking for a partial refund TO THE 2 DAYS I had the uhaul truck as well and a full complete $0 adjustment to these 2 days im trying to be scammed for.

Business

Response:

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

Review: I made an online reservation with U-Haul on July 21, 2015. I reserved a 15 ft. truck, an auto transporter, and an appliance dolly. I was contacted on August 4, 2015 to confirm my online reservation. I arrived at the specified location on August 6, 2015 to pick up the items listed above. I was only able to receive the 15 ft. truck and auto transporter. The gentleman at the location stated he did not have an appliance dolly and could not locate one nearby. I asked him about the U-Haul reservation guarantee and he stated to contact U-Haul Customer Service. The reservation guarantee is stated as from their website.

"Your U-Haul reservation is guaranteed!

When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.

Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50.

3.The rental location will contact you the day prior to your requested pickup date to schedule the equipment and actual pick up time, date and location.

4.Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered “guaranteed” (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages."

I took the 15 ft. truck and auto transporter and went home. I called and spoke with a supervisor from U-Haul named [redacted] who stated that the appliance dolly did not qualify for the $50 Liquidated Damages. From what my wife and I read from their online reservation guarantee, it clearly states that if my reservation is not fulfilled, I will be compensated the $50 as liquidated damages. So my guaranteed reservation and the agreed upon equipment was not at the specified location and specified time. I am very disappointed with the U-Haul service and I also advised them that I will not make any reservations in the future with their company and I will be reporting them to the Revdex.com.Desired Settlement: I request to be paid the $50 liquidated damages credit that I feel I am entitled to.

Business

Response:

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

Did a wiring job with a hitch receiver and have had wiring light issues since day one.

Review: I shipped 2 ubox containers with this business on June 30. The company is charging me $200 dollars over what they originally quoted for shipment charges in May when I booked it. They also charged me $200 for services that I was not told about. I have called customer service 11 times to try to resolve the issue. I filed a formal complaint with the company on July 11 and it has yet to be resolved. Every time I call, I am told someone will get back to me, but nobody has. I want my furniture and am willing to pay the original quoted price. They have that in their records and have acknowledged the problem.Desired Settlement: I want to be billed for the original quoted price and possibly for the other charges not detailed during the contract process to be refunded.

Business

Response:

August 19, 2015

Review: We were subjected to the most despicable act and unjust customer service by [redacted], uhaul supervisor. His tech [redacted]. damaged the relay and fuses of my hazard light and turn signal. Prior to the installation of a wiring harness for a tow hitch, he tested my signals and they worked. After two long hours, he failed in his attempt. I fearing the worst decided to test my signals and hazard light and they no longer worked. Fearing that he will further damage the electrical system, I told him to stop and told him that I will bring my 2012 Honda Pilot to the dealership and requested him to help me with any expenses since he damaged it. The dealership diagnosed my Pilot and repaired the damage replacing the relay and fuses for a fee of $126.00. On June 24 approximately I returned to Uhaul and told [redacted] to refund me for the repair. His supervisor [redacted] intervened. 1. Without any investigation of the issue he accused me of bringing in a damaged electrical. 2. [redacted] sheephishly and timidly said that they were working but since [redacted] was his supervisor, he was so cowardly in his statement. 3. [redacted] accused me of being responsible because I did not follow their procedure. How could I know they have a procedure? I even informed [redacted] of my intent to bring the Pilot to dealership. He did not informed me of any procedure. 4. [redacted] said that because I was refunded cost of material and labor, I am not entitled to any refund for repair on my Pilot. 5. They offered a refund of 50%. I countered that I will be happy with 76% of $126. [redacted] said he will investigate. It's July 13 now and no word from him. 6. When I asked [redacted] for his manager, he said he has no manager and that he reports only to himself. WOW.Desired Settlement: DesiredSettlementID: Refund

1. Notify the manager of [redacted] (I hope I got his name right) and informed this manager that [redacted] dishes out the most despicable, arrogant and unjust customer service. If this is Uhaul philosophy then I assume we have no hope. 2. Reimburse me the full amount of repair $126.3. Furnish me with a copy of reprimand letter given to [redacted], detailing how he is to undergo customer service training. Ignore this request if the manager shares the arrogance

Business

Response:

July 23, 2015

Review: (Involved location: [redacted]

U-Haul made 106.42 dollars of fraudulent charges to my credit card.

The contract number for the U-Haul rental is [redacted]. U-Haul charged 106.42 dollars of fraudulent charges to my credit card. I contacted their management in which they were suppose to investigate. Since April 17th of 2015 they still have not resolved the issue of the fraudulent charges.Desired Settlement: Full refund of charges to my credit card.

Business

Response:

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for $192.60 was issued back to Mr. [redacted]’s Visa account on May 5, 2015. The refund should have already posted to his credit card.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: My storage unit has been water damaged as of December 23 2015 on their behalf. Uhaul called me about the accident. ..and uhaul still wants me to pay..

New years eve is when I did my insurance claim and while that's was under investigation. ..uhaul still was charging me for that storage unit......im very DISSATISFIED with their services...everything in my storage has been wet and mildewed....with dead rats in there and rates droppings....it is unfair for me to have to pay them for what has been damaged on uhauls behalf....I have over 20 pics for proof of my storage being damagedDesired Settlement: Not paying uhaul for my storage unit.....which was water damaged as of December 23 2015 on their behalf...December January and February are the months they want me to pay for and I'm not because I shouldn't have to when uhaul called me about the accident.....when everything occurred uhaul should have froze my account instead of charging me every month with late charges.

Business

Response:

February 28, 2016 Revdex.com ID#: [redacted] U-H-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Jesse N[redacted], our President for our South [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Mrs/Miss. [redacted], I do apologize for the incident that happened concerning your storage unit. I further apologize for RepWest not making contact with you. I have noted your claim stating that you wish to be called by the adjuster. I have as well written off the late fees as well as the rent for the 3 months you have been dealing with this. Is there anything in the room you are continuing to need storage for or are you needing to dispose of all the goods in the unit? The reason I ask is if there are goods you are still needing to store I'd like to get you into a different unit so your goods your wishing to keep are not stored with goods you do not wish to keep. Please let me know how I can help you. Jesse Neill Marketing Company President U-Haul Company S. [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, Maria P[redacted] Executive Assistant U-Haul International

Review: In November, 2014, a unknown person fraudulently used my name and old address on a contract to rent a truck in [redacted]. The cardholder who's card was used to rent the vehicle issued a chargeback in December of 2014. The account was then sent to a collections agent to recover the funds. Only upon receiving a notice of attempt to collect did I discover the identity theft. Accordingly I contacted U-Haul and the collections agent ([redacted]) to dispute the contract. At the request of UHaul and its agents, I filed a police report with [redacted] Police Dept. After filing the incident report, UHaul has requested that I fax a copy of the report to their collections team to clear my name from the account. However, the only means I have to obtain a copy of the police report is to pay for a copy. UHaul representatives have outright refused to accept any other solution including obtaining a copy of the report themselves.Desired Settlement: I would like UHaul to accept either my case number as proof of the police report or obtain a copy of the report at its own expense. Additionally, I would like UHaul to remove my name from the account and cease any further collection attempts associated with the fraudulent contract.

Business

Response:

May 15, 2015

Revdex.com ID#: [redacted] Thank you for forwarding Mr. [redacted] concerns to our office.

Please be assured U-Haul takes reports of fraudulent use very seriously. We urge victims to obtain copies of their police reports because it is vital that they have this documentation to provide to any servicers where their identity may have been used and report the incident to all three credit bureaus. A copy of the report is required to remove an account from collections. U-Haul does not pay for copies of police reports on behalf of a victim as their identity may have been used more than once with unknown providers/services. Our Credit Administration Department obtained the case number information from [redacted] P.D. and urge Mr. [redacted] to pay the fee of $1.50 to obtain the report should his identity be used in another manner. The accounts will be removed, however, Mr. [redacted] will be unable to rent from U-Haul until a copy of the report is faxed to the number that was provided. If he is unable to pay the $1.50, [redacted] P.D. stated that if the victim has friends/family in the area, someone can go to the Police Department and request the report and have it mailed to him.

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

Sincerely,

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: Rented a storage place for an RV Motorhome. Gave credit card info and received conformation e-mail. Went to U-Haul and was told that there was a spot open but there was a waiting list. I to possession of the Motorhome because I thought I had a place to store it. I have a contract saying I have a reservation. If I broke a contract with U-Haul I am sure there would be penalties and fees. All I got was o-well sorry.

Product_Or_Service: RV Storage

Order_Number: Confirmation #[redacted]

Account_Number: Confirmation #[redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

I would like the spot but know that is probably not possible and by the time this would be resolved I would of had to already found another location due to my subdivision covenants only allowing me to keep it at my house only a few days. I also believe the business would probably be vindictive if they were forced to do that anyway.

Business

Response:

November 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].John W[redacted], our GM for our U-Haul Moving and Storage of Alcoa, followed up on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee on November 7th. The refund should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

checked account did not see credit.

Business

Response:

December 13, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].John W[redacted], our GM for our U-Haul Moving and Storage of Alcoa, reviewed Mr. [redacted]’s recent comments to your office. He informed our office records indicate the refund for $50 was indeed issued back to Mr. [redacted]’s Master Card ending in 3316 on November 7th. Please be advised a credit card company has 30 days to post a credit to an account. Mr. [redacted] should contact his credit card company to verify the credit. 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