U-Haul International, Inc.

Review: I called on sunday Feb 22 and reserved [redacted] 8 storage locker for thursday the Feb.26 and I call uhaul customer service and they stated that in order to reserve this locker I needed to provide my cc information so I did and they gaurenteed me that my locker was reserved as long as I checked in by the time the storage facuilty closed . when I got to the facuilty they told there was no reservation under my name number or anything and they also said that they no longer had [redacted] 8 locker and that I can go to other one that was further way. I could not do so because I was paying someone to store my belonging in the locker for me and I was paying them by the hour. so I ended up getting a bigger locker the 5*10*8 and I did not need it I old store a lil bit of thing now I hace this huge locker with so much room because someone at customer service did not reserve my locker.Desired Settlement: I paid 141.00 dollars for the locker, the lock , and the insurance. I am not asking for a full refund I am just asking for the difference in the locker price I was told by customer service . the 5*5*8 locker was 69.95 and the 5*10*8 locker is 114.00 and the tax difference. please consider this . the overall is was customer service over the phone not the location. it bothered me that I was told I wouldhave this space and the took my credit card info and did I dont know what wit. he even provided me a reference number after the confirmation and its not able to be located in the system. I filed a complaint with the company and heard nothing back as of yet about my issue. can you please help me ressolve this issue.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and they were able to reach an amicable resolution. A refund for $45 was issued back to Ms. [redacted]’s credit card for the difference in storage costs 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,[redacted]Executive AssistantU-Haul International

Review: I have a complaint about this business. I was overcharged for the rental that I used to move. I put down a deposit to rent a truck. So when I returned the truck the office was closed and their employees were to check the truck in. When I came back they said that I used more than thirty-two gallons of gas to make one trip of less than 30 miles. I have yet to receive my copy of the ending mileage of the truck. All, I've gotten is a runaround. They charge $100 to my credit card. I feel that I have been robbed by this company. I have yet to have a printout from where I returned the truck. I did not use thirty-two gallons of gas just to go less that thirty miles round trip.Desired Settlement: DesiredSettlementID: Refund

I would like a refund of the charges that they put on my credit card. I will no longer use this location.

Business

Response:

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Louisville Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], Please contact me at ###-###-#### or by email to discuss your concerns about your rental on March 2, 2015. We will be happy to assist you any way we can. [redacted] Ms. [redacted] also left a message on Ms. [redacted]’s voicemail and hopes to hear back soon to personally address her 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,[redacted]Executive AssistantU-Haul International

Consumer

Response:

l.com> wrote:Okay, How can I reopen the claim or should I file a new complaint. I've gotten the paperwork from Uhaul which support my claim. I would like a refund of the monies that is owed to me. Thank you,[redacted]

Business

Response:

November 29, 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 Louisville Regional Office, reviewed Ms. [redacted]’s recent comments. She informed our office she spoke to Ms. [redacted] recently and agreed to refund the charges for the Promissory Note. She confirmed Ms. [redacted] only traveled 25 miles on her rental.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 am a return customer of uhaul. We use uhaul at least once a year for various items. We have never had any issues until today. I just returned a 6X12 trailer that we have been renting for a couple of days. We rented this trailer based on the contract we received at pick up. We signed the contract at pickup showing one estimated price of 120.68 total. This had the safetow coverage, the rental rate, and the entail charge listed with the tax. We picked up the trailer on 1/1/16 at about 10:30am. We returned the trailer last night at about 8pm with no damages or any issues. When we received our receipt this morning the charges did not match. The customer service rep when picking up the trailer (Andrew dicarlo) did not explain that the insurance is charges daily! We called our local uhaul this morning to disputed it. The representatives we unhelpful. When I spoke to the first women ( I did not catch her name due to a cold transfer) informed me that it was daily and advised me to hold one moment and she would look into this. She then cold transferred me to another representative who I believe her name was Cassandra. She informed me the same. I informed her that I would never do business with them is they do business this way. She kinda giggled and was like I'm sorry. No resolution no caring what so ever. At this point I'm fuming and talk it over with my boyfriend. We have decided to file this complaint due to the fact that this seems just like a bait and switch. I don't plan on ever using this company again or recommending it to friends and family members if they treat their customers this way.Desired Settlement: At this point we are not requesting anything but the 2 extra days of insurance charges removed. We would of never purchased it if we would of known it was daily.

Business

Response:

January 13, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Marc F[redacted] our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her he had issued a refund for the Safemove Protection 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,Maria P[redacted]Executive AssistantU-Haul International

Review: Our reserved trailer was not available at the requested pickup location; therefore, I called to request that the $50 reservation guarantee be applied to our reservation. In speaking with various customer service reps, I was: called "unreasonable" (for requesting that the guarantee be honored), told that the regional manager has no supervisor (this is not true in any business not owned by the regional manager and thus a lie), told I should be happy to have a trailer at any location considering other people who reserved after me had to drive further (other reservations are not involved, and my satisfaction is not dependent upon less satisfied customers), spoked in to rude tones of voice, and hung up on. At this point, the trailer reservation is the least of my worries. I am much more concerned with the rude behavior demonstrated by customer service reps. If I spoke to anyone at my job like this, I would be fired on the spot, and rightfully so.Desired Settlement: Honor $50 reservation guarantee that states: "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." Also, "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” "

We received a voicemail but never spoke to a representative; thus, only one party was involved in the "agreement".

Additionally, the behavior of the customer service reps should prompt an immediate $50 refund, if not a full refund for the trouble of being spoken to so rudely. We have been consistent U-haul customers but will never again pay for the privilege of being called names and being lied to.

Furthermore, the $50 "guarantee" needs to be updated so that customers do not think they have any protections against U-haul's whims.

Business

Response:

December 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Ms. [redacted]Paul G[redacted] our Executive Assistant for our West Houston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Mr. and Ms. [redacted] and offered his apology for the inconvenience they experienced and also let them know he was issuing a $100 VIP Certificate to their email address. Mr. G[redacted] mentioned they were not scheduled at the time the reservation was moved to a U-Haul dealer 3 miles from their preferred location. Their situation does not qualify them for the Reservation Guarantee.The Certificate 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,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and am moving on from this matter. I still find it rude that U-haul is acting like we had nothing to complain about and insists on making repeated reference to the 3 mile discrepancy. Clearly, this company is not interested in making things right, and I have better things to do with my time.

Regards,

Review: On August 27,2015, I purchased a u ox for my move out of state. When I returned the box on August 29,2015 I was given a date it would be delivered to my new home, and promised a call 3 days prior to delivery, so they could charge my card the remainder. I received no call, so I called uhaul and they were completely lost. They said it was delivered,it was at my previous address, it was at the new location, they had no idea where it was. I picked the ubox up and delivered it back to uhaul. To take care of the 14 days late that it finally arrived they refunded me 400 out of 1400 dollars and a free month of storage. I was semi satisfied. Now they charge the card for 1400 dollars and give no refund. Now they explain I need 24 notice to acres my ubox once it is in my new location. So I inform them when I will arrive. First time goes smoothly. After that the store always sent calls to uhaul customer care and wouldn't return my calls so I could across my box, this goes in for 3 months. Finally they charge my card 200 in storage fees they said were free and continue to keep me away from my ubox,even though I have paid. They will not return calls or reply to any emails. I call daily. I just want a resolution and to stop having to pay for items they won't allow me to access and continually purchasing to replace what is in the ubox.Desired Settlement: I just want my storage fees back and to be able to receive my item from my ubox. I would like reimbursement for my out of pocket expenses due to this ordeal, but am realistic.

Business

Response:

December 22, 2015Revdex.com ID#: [redacted]U-Haul# [redacted]Thank you for your concern for our customer Mr. [redacted]Devyn McL[redacted] our Traffic Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Afternoon, I tried to contact you via phone to discuss at [redacted] and ([redacted] and neither were accepting calls. I would greatly appreciate it if you could give me a call to resolve the issue you are having. I can be reached at my office between 9am-5pm at ([redacted] or via email at [redacted] Thank you, Devyn M[redacted]Ms. [redacted] also mentioned a charge was applied to Mr. [redacted] credit card account but a refund for $400 was also mailed to Mr. [redacted] on October 1, 2015. Ms. M[redacted] would like to discuss the storage fees and access of the U-Box.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]U-Haul International

Review: I rented a Uhaul truck on 09/05/2015 to move from Fort Lauderdale, FL to Jacksonville, FL. During the drive there was bad rain and the inside of the Uhaul truck started leaking. The water ended up leaking through my box spring and mattress. I filed and incident report on 09/08/2015 with their insurer [redacted] Insurance. I was called one time on 09/10/2015 by the insurance agent but unfortunately was unable to answer my phone. I called back three times since then during a two week period and have not been able to speak to anyone. Then I checked my incident report online and it was just closed out without any notification. I called Uhual customer service and they just keep directing me back to [redacted] insurance company. So I am putting in a complaint against Uhaul and their Insurance company [redacted] Insurance.Desired Settlement: Ultimately, I want my mattress and box spring to be replaced and/or I want to be refunded my money.

Business

Response:

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], a Claims Adjuster with [redacted] Insurance Company, advised our office he was contacting Ms. [redacted] and would advise her their office is in the process of investigating her concerns and will follow up with her on a resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

[redacted] Insurance finally got in touch with me in regards to my claim and after a month of them investigating my claim for water damage to my furniture it was denied due to the fact that the insurance coverage does not reimburse claims for water damage. So because there was a leak in my Uhual truck my furniture was damaged and insurance will not cover it. In this case Uhaul should reimburse me for the damages to my furniture as I paid for a properly functioning truck to move my furniture and was not expecting it to be ruined by water damage.

Business

Response:

November 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Fort Lauderdale Regional Office, reviewed Ms. [redacted]’s recent comments. He advised our office [redacted] Insurance Company did a thorough investigation by conducting a light test and found no holes in the truck. He stands by their decision to deny Ms. [redacted]’s claim.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: This is the second time within a year that U-Haul has severely screwed up a rental contract for me. It is as if they don't even care. I rented a 4x8 trailer to move some personal belongings from [redacted]. Before I left, I was not given a drop off location, and was told that I would receive a call to set this up. That did happen, and I got the location. I had to drop it off after work, and so it was an after hours drop off. This seemed like it would be no problem, the instructions were simple. Drop off the trailer, drop the contract in the after hours drop slot. I did this, within the rental time allowed on my contract.A week and a half later I received a call saying that they did not have the contract completed, and I gave them the location where I was told to drop it off, the time and date. Another week goes by, and I get an email with a completed contract with an additional $325 charged to my card, and a contract showing that the trailer was dropped off in [redacted]. I have never been to [redacted] in my life, and I certainly wouldn't have returned a trailer 14 days late somewhere I have never been.Clearly someone at the UHaul location didn't bother to check in the trailer. Also clearly, someone rented this trailer out, so there is either a record available, or someone doing something extremely fraudulent with the business. Either way, I will dispute the charge fully, and require UHaul to reverse this charge and close out the contract at the proper location on the date I returned the trailer, April 20, 2015.Desired Settlement: Reverse the fraudulent charges posted against my card.

Business

Response:

May 8, 2015

Revdex.com ID#: [redacted] Thank you for your concern for our customer Mr. [redacted].

[redacted], our Traffic Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted], My name is [redacted] and I am the traffic manager for U-Haul here in [redacted] I have reviewed your recent trailer rental from [redacted] and the charges that were placed on your credit card by my store in [redacted]. As you know, this was a big mistake on the part of [redacted]. I have refunded the charges to your Mastercard today. I will be forwarding your experience to the regional manager for the store in Ohio to make sure that this never happens to another family again. I am also very sorry that you had such a hard time getting someone to fix this mistake. It was never our intention to inappropriately charge someone and it is clear that this was a big mistake. If you need any further assistance, please do not hesitate to email me at [redacted]. Again, please accept my apologies and watch for the credit to your statement within 5 business days. Respectfully, [redacted] U-Haul Co of [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 Assistant

U-Haul International

Review: I had gone through the online reservation process, provided my CC# to hold a truck for 6 days. I go to the specified location to pick my truck up and I am told that I cannot take the truck for the requested time. they would not let me use the truck unless I signed the contract stating I would have it back in three days. I had to sign under duress because it was 6pm and I was moving the next day with nowhere else to rent a truck from. I called corporate the next day to lodge my complaint and was laughed off because I signed the contract stating I would only have it for three days.Desired Settlement: A refund of some sort I had to hire people to load and unload my truck.

Business

Response:

September 17, 2015[redacted]Thank you for your concern for our customer [redacted] our President for our Northern Minnesota Regional Office, followed up on the information [redacted] provided. He informed our office a refund for $100 was issued to [redacted] as an adjustment on his rental. The refund should post on his next [redacted] credit card statement. [redacted] relayed there was a misunderstanding with regards to availability to the truck [redacted] requested at the end of the 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,[redacted]Executive AssistantU-Haul International

Review: My sister called to reserve a 5X8 trailer ([redacted]) and reserved as instructed. Email received confirming her reservation (#[redacted]) at 1 pm on 5-25-13. When she attempted to pick up trailer, she was informed there was no reservation and that the charge would be $400 since she had no reservation. The person at the counter did not even attempt to call the 800 number to confirm her reservation. Now she will have to make two trips to Florida to pick/move furniture. We were made to feel as though he knew they were from out of town and that he could get more money from them. They lost 6 Uhaul customer yesterday and it goes without saying, this story will be shared with friends and neighbors. Also, they took my sisters credit card number and now she has to call to confirm there were NO charges applied.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to know what the cost would be to rent a trailer WITH a reservation. I tried calling the 800 number this morning to get that quote and it is 'stuck' on the electronic message. Attempts to dial "1" for quotes resulted in no response and was unable to get anything from this number. Guarantee that no one attempts to charge her for a trailer she was not given the opportunity to rent.

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name appears on the U-Haul agreement.

Ms[redacted], Senior Staff for the U-Haul Company of Eastern FL, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She did advise Ms. [redacted] that this was a same day reservation and it was possible the pick up location had not received the proper information on time.

As we value Mr. [redacted] and Ms. [redacted] as customers, Ms. [redacted] sent them 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.

The response indicates someone called me. I can assure you no one has called me to offer any apology. I have not received any communication since the initial request for more information about [redacted].

Regards,

Business

Response:

June 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. [redacted] and Ms. [redacted].

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern FL, reviewed the information Ms. [redacted] provided. She clarified with our office that she actually spoke to Mr. [redacted] on [redacted] 31st and issued the VIP Certificate in his name since his name is listed on the U-Haul contract.

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

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,

While someone called and did talk to Mr. [redacted], he was in the process of reading the confirmation email to her and she abruptly said, I'll have to call you back. It's a mystery why an email would contain a confirmation number and yet U-Haul could not locate the address of the employee/business who played such a rude and unnecessary role in this whole situation. It is true that a $50 voucher/credit was issued to Mr. [redacted], it's doubtful that he'll ever use it. It's an even bigger mystery how this company can continue in business, since now other friends have come forward explaining similar situations they've experienced. And one friend has cancelled her reservation because of this problem. This complaint can be closed, but my prediction is you'll see more of this type of complaint with U-Haul.

Review: On January 20, I created an on-line reservation and received a confirmation of #[redacted] for a truck to be picked up in Shreveport, LA on January 24, 2015. The purpose of this rental was to move my son and his family from Shreveport to Little Rock, AR.

After driving from Little Rock to Shreveport the morning of January 24 to pick up the truck, I arrived at the Hollywood Avenue U-Haul location in Shreveport to pick up the vehicle. I supplied my Driver’s License and the Driver’s License of a gentleman I hired to assist with the move and drive back to Little Rock. After several minutes of waiting for the clerk to provide the keys, he left his station and went to talk to the manager at an adjacent station. When he returned, he presented a WebBEST Receipt (attached) indicating that I have an issue with UHaul and that I am on eAlert. I was told that the Hollywod Avenue location could not assist me any further and I should call the number on the sheet, ###-###-####, to resolve the issue. A call to that number resulted in information that the gentleman that I had hired, Mr. [redacted], had an outstanding balance with U-Haul which had to be paid before I would be provided services. Let me stop here since U-Haul Customer service stated on another call that they could not assist me as eAlert was a “separate department” and the eAlert Manager that I spoke with stated this was “Company Policy”. Mr. [redacted] told me and the two U-Haul representatives on the phone calls that he had never rented anything from U-Haul. U-Haul provided neither further information nor documentation. As a result I was denied service as I refused to pay for Mr. [redacted]’s supposed debt to U-Haul.

Complaint 1: I have no legal responsibility for Mr. [redacted]’s debts. U-Haul’s company policy of holding an unaffiliated third party accountable to pay his debt is unfair and of questionable legality. Your loss recovery methods are poorly thought out and poorly executed. The reservation was made in Arkansas and service was denied in Louisiana.

Complaint 2: U-Haul customer service is unprepared to assist with this type of issue. As a result I was left stranded in Shreveport with no vehicle and no recourse after driving 3.5 hours to move my son.

Complaint 3: U-Haul’s eAlert representatives are rude and uncaring for your customers.Desired Settlement: Resolution 1: I demand that my name be disassociated with Mr. [redacted]'s within any and all U-Haul systems and that my good name is restored within the U-Haul network. As a result of this incident I have been advised that your company policy prevents me from renting any equipment from U-Haul as long as Mr. [redacted]’s balance remains unpaid. I have no relationship with Mr. [redacted]s other than hiring him to assist with this move.

Resolution 2: Your Customer Service team needs to be able to intervene and assist customers in this type of situation. Stranding any customer and denying service for this questionable company policy is unacceptable.

Resolution 3: A letter of apology from U-Haul for the embarrassment, frustration and stress caused by this event.

Business

Response:

February 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], a Senior Customer Service Agent, left a message for Mr. [redacted] offering his apology for any rude treatment he experienced with U-Haul staff. Apparently the person Mr. [redacted] hired to help with his move has a past balance with U-Haul. And because we gathered both Mr. [redacted]’s information in addition to his hired help, the two were linked in the same E-Alert file. We are not holding Mr. [redacted] responsible for the other persons debt to U-Haul, however, this does prevent him from renting from U-Haul until the debt is paid in full. Mr. [redacted] explained that Mr. [redacted]’s name will remain on E-Alert until the E-Alert file is cleared of the debt.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 am not satisfied with U-Haul's response. Why am I prohibited from using their services until Mr. [redacted]x's past due balance is paid? I hired him and I have no relationship other than that. Based on U-Haul's policy I am being held responsible for the past due balance regardless of their reply.This is unacceptable and does not address the issue nor the fact that I drove 3 1/2 hours and was left stranded with no truck and no recourse.U-Haul's policy is unfair and of questionable legality. I want my name cleared.

Regards,

Business

Response:

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].After another review of the information Mr. [redacted] provided in addition to his recent comments, we show new rentals were attempted by both Mr. [redacted] and his driver. When Mr. [redacted] presented both his license and his driver’s license, this linked his information to the information we already had on his driver. His driver has an outstanding debt with U-Haul on a past rental. To uphold our standards of our collections policy, the E-Alert will remain in place. And because Mr. [redacted] is linked to this E-Alert file, he will not be able to rent from U-Haul until the debt is paid in full. Please be advised that we are not holding Mr. [redacted] liable for the payment of the debt, but he will not be able to rent from U-Haul until the debt is paid in full.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

I recently moved and used U-haul services. My wife called in and spoke to a rep. and gave them her credit card information for the charges for the u-boxes. I went in and used my credit card for the smaller charges, rental truck, packing boxes. etc. Instead of charging my wife's credit card for the bigger charges like we had discussed with them, they charged all the charges to my credit card and ran up my balance to well over my limit. When I found this out I called them and spoke with them about the charges. I had been talking with them for about 3-4 weeks and they have told me each time that they will get the charges on the right credit card and taken off of the wrong credit card. They have repeatedly said this each time I have called and they have asked my for the right credit card info numerous times, which I provided them with each time.
I called today and now they say it is too late to change the charges and there is nothing that they can do now. I told them you guys have been saying for the last 3-4 weeks that you could do it and now you say there is nothing you can do about it. The lady said yes sorry there is nothing we can do.
It is hard to believe with today's technology that credit card charges cannot be reversed and changed. This is not a technology issue, it is a U-haul issue because the charges could have been changed but U-haul refused to fix their mistake.

Rented a trailer for a one way trip, trip was cancelled, so I returned the trailer (after hours) back to the place of origin. U-haul representative stated it was a contract for one way so I would have to pay the one way rate even though it was returned from where I rented it from. Needless to say, I will not rent equipment from them in the future and I will suggest anyone that is considering renting from them to look elsewhere.

Review: I rented a Uhaul Trailer + Storage Unit simultaneously from Uhaul. The trailer was to be picked up in Denver, CO and to be dropped of in [redacted], NC. The Uhaul Representative who took my reservation entered in my trailer reservation successfully for the month of June. However, he accidentally pressed "5" (aka May) instead of "6" (the correct month of June) for the Storage Unit. An accidental mistake and very traceable since these were both reserved on the sane call (in fact, it was Uhaul's suggestion that I rent both at this time).The trailer was picked up correctly, yet when I arrive in NC, the storage unit date error caused my reservation to lapse, and I was unable to attain a new one (facility full). A representative again apologized and had me drive 1 HR away to a different Uhaul Storage Unit. I do not yet reside in NC- I currently reside in FL...this extra hour drive ends up being tens of hours of extra driving every time I need to go to the storage unit.I emailed Uhaul Corporate Office in Phoenix Arizona, where [redacted].[redacted]) offered a $25 refund and also asked that I call him if I needed to discuss matters. He said Uhaul was "unable to retrieve the recording" of my initial reservation even though Uhaul states they record every call.I attempted to get [redacted] on the phone for 10 days: 3 personal emails, 3 emails from Uhaul representatives in his office, & 3 phone calls (I have all my emails and phone call times saved). [redacted] just today took my call after the 10 days of attempts.On the call, I requested that Uhaul allow me to move to the correct storage unit when available & that they provide me the trailer at no cost. This seems more than fair as it involves me doing all the work, does not ask for refunds, and was caused by Uhaul of which I have received many apologies.[redacted] Believes the request is fair and reasonable (he said I could use this quote to you) but still refused to approve since they dont have the original recording (even though this is still tracable).Desired Settlement: Allow me to move to the correct storage unit when available & that Uhaul provide me the trailer at no cost. This seems more than fair as it involves me doing all the work, does not ask for refunds, and was caused by Uhaul of which I have received many apologies.

Business

Response:

August 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], Senior Staff for our Customer Service Department, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear Mr. [redacted],I wanted to apologize if our agent made a mistake and entered your information incorrectly. I understand you are seeking a trailer rental in lei of compensation. We care about our customers and I would like to offer you a VIP to cover a one day local trailer rental. If you do want to move to the original location we have no problem with that. You will have to contact them monthly to check availability for the unit size you want. We appreciate your business and value your feedback.Please let me know if you accept the terms of our offer which is a VIP for a 1 day local trailer rental on any date you choose for a value not to exceed $ 53.95. A local rental is when you pick up and return the trailer at the same location. This offer does not cover any storage fees. Again, our apologies for the reservation issue. Thank You, [redacted] UCC Associate Program Manager Customer Service DepartmentMr. [redacted] replied relaying his acceptance of our resolution. The Certificate was issued to his email address.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

I would never use Uhaul business again and I hope others do the same. I moved from Washington state to Texas. I spent a lot of money in a Four month period using them. The end of August 2015 I made my final rental it was a 6'x12' enclosed trailer and a 26' truck. The truck had no working A/C from Eastern Washington to Texas. Roadside assistance doesn't fix A/C and Uhaul customer service say they don't give or offer anything back for none working A/C. It took them 25 days to tell me that. Very dissatisfied,

Review: The truck I rented from Uhual of [redacted] was in poor shape to begin with. It was 15 years old and the AC was not working properly. After loading the truck up in [redacted] I proceeded to drive back from [redacted] when it started to over heat. I then had to sit and wait for 3 1/2 hours while it got repaired. Doing so I had to u load everything in [redacted] while it was raining and was unable to return the truck on time. When the manager contacted me the next day I asked for a refund because of all I went through and he said since I was able to complete the move then he didn't see how I was entitled to a refund.

Product_Or_Service: Truck rental

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

I believe I deserve a refund for the deposit I put down on the truck $206. It should have never been on the road and wasn't the truck I had reserved. It was a free "upgrade".

Business

Response:

July 21, 2015

Review: On 2/3/16 I rented a 10' truck to move some furniture from my storage unit to my house. I rented from [redacted] I had the truck for just over 3 hours put gas back in it and returned it.I turned in my keys and the woman to whom I gave them said there was nothing else I needed to do, although in retrospect I should've asked for a reciept. A few hours later I received a emailed receipt billing me for 213 miles totaling $214.41. I contacted U Haul customer service filed a complaint and was told that I would be contacted in 48-72 hrs to resolve this situation. I was not contacted again. I again contacted the U Haul customer service and was apologized to but ultimately told the same thing and was not contacted again. This is a fraudulent business practice and the customer service, or lack there of, just seems to give you the run around until you no longer want to pursue the issue.Desired Settlement: I want my bill to be adjusted back to the amount I was quoted, I'm not looking for anything free just only want to pay for what was agreed upon. I was charged over double what was initially quoted.

Business

Response:

February 28, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted] Mike P[redacted] our Area Field Manager for our South [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: Hello my name is Mike I did give you a call. I did leave a message what I did was I gave you a credit of $114 back to card used at rental. You will see that in 3-5 business days. Thanks Mike. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Consumer

Response:

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

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

Regards,

Review: We rented a truck two weeks ago with U-Haul. Originally we wanted it for all day , on Saturday, but there was not our size and went with Sunday. We were told we could have it for 7.5 hours, from 9 -4:30 but when I got there another customer was being helped. I left at 9:35 or so with the truck. Toward the afternoon, we realized we were running late and called to let them know. We filled up the tank and arrived just at closing (5p.m) and although I saw the employee he told my son to drop the key in the "box", as they were closed. He said nothing to the effect of being "late" , since it was just after 5 p.m. we had the time allowed, which was 7.5 hours. The employee did not say anything and so I was suprised to find an ADDITIONAL 70 dollars added to my one day service , which I have disputed with no results with Uhaul. Apparently they said I was ONE DAY late, when in fact the employee saw my son drop the keys in the box after 5 p.m. on the SAME DAY we got the truck. If you read the contract , there is a clause that says you cannot charge somebody a late fee for under one hour, or less than 24 hours. The truck was returned the SAME DAY, the employee SAW US that evening. Apparently they did not read this. Not only did they charge me for a full day THAT WAS NOT USED, BUT ALSO FOR INSURANCE that I did not ask for. It is too bad, because up to that day, we used there service frequently and had a good relationship. Apparently, now with the new employees, the new focus is get every cent out of each client, forget about being a honest retailer but out of each client make problems reign, and forget about business ethics and especially customer service. I have been cheated by U Haul and it is not the way to operate a business in this State.Desired Settlement: I believe I should be refunded the 70 dollars. The vehicle was returned the same day, within 30 minutes or less of the desired time. I should not pay 70 dollars, for miscommunication ,I did my share by calling to state I was to be late, and also by waiting patiently when I had 30 minutes taken from me in the beginning. I should not be penalized because they could not make another sale with my truck, it is their job to schedule trucks .not to pressure customers . An unfair dishonest transaction.

Business

Response:

June 29, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

June 29, 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 Eastern Arizona Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she has not been able to reach Ms. [redacted] by phone and has not received a return call. A refund for $45 was issued back to Ms. [redacted]’s [redacted] account for the extra rental period charge. The refund should post on her next credit card statement.

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

Sincerely,

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,

Consumer

Response:

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

Regards,

Review: I contracted with U-Haul International for two U-Boxes to ship household goods from Utah to Florida. Everything went fine in Utah, but then U-Haul encountered shipping delays when their third party logistics company had vehicle/driver problems during the transfer of the U-Boxes. Because of these delays, U-Haul did not meet their "guaranteed delivery date." I did not complain or raise any issues because I was just happy to finally get my household goods. However, because of the delays, caused by U-Haul and their shipper, the transit time exceeded the original 30 days rental for the U-Boxes. U-Haul then attempted to charge my credit card an additional month's rent for the U-Boxes (without my authorization or approval). I initiated a dispute/inquiry with my credit card company and they agreed with me and issued me a credit. Instead of responding to the credit card company with supporting documentation for the charges (as requested by the credit card company), U-Haul hired a debt collection agency that has now been harassing me. I have also provided explicit documentation to the collection agency that shows the charges are not legitimate. However, they, on behalf of U-Haul, continue to attempt to collect this debt in violation of Florida Statutes. Specifically, Section 559.72 (9) of Title XXXIII states "no person shall claim, attempt, or threaten to enforce a debt when such person knows that the debt is not legitimate, or assert the existence of some other legal right when such person knows the right does not exist."Desired Settlement: Stop the collection effort and ensure that no negative information has been sent to credit bureaus.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our Traffic Manager for our Orlando Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised that the debt was written off and the balance set to zero.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: I recently rented a u haul truck and car tow dolly . When I was inquiring online to make the purchase on the companies web page it states " all towing is subject to inspection. You will need to contact a u haul location to schedule a vehicle pre-tow inspection prior to the rental. Check vehicle being pulled for oversized tires to ensure that the vehicles width does not exceed the row dolly width capacity. Watch vehicle clearance when loading and unloading.". I brought the vehicle I intended on using in when I reserved the u haul and tow dolly. All that was asked was make model and year. So I was told without them checking as professional business should have done, that our vehicle is compatable . Assuming this business and their associate know what they were talking about I reserved the tow dolly and went on my way. The day came when I was to pick up the u haul and dolly I again brought the vehicle I intended to tow. Once again I was asked the make model and year to make sure it was compatible. They said yep that will work. Cool so I take my rentals and start my moving process. After finishing loading the u haul it's time to load the vehicle which is "compatible" and as I was loading the lower front of the bumper ran right into the dolly ramps. It caused damage to my vehicle bumper. I filed a complaint I received a response saying I needed to remove all low hanging ground effects to improve clearance. For 1 I DO NOT have anything out of the ordinary on my vehicle. So what they wanted me to do is remove my whole bumped? I do not work for a body shop! Why would I have to do this if my vehicle is so called compatible. I was only told this after I had already purchased and picked up the items and made the complaint. I feel they are responsible to have checked my vehicle before letting me rent this equipment. I would not have this damage to my vehicle if they not been negligent to their job and made sure my car was truly compatable.Desired Settlement: DesiredSettlementID: Repair

I feel they need to pay for the repairs needed to fix my car.

Business

Response:

June 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] will be sending pictures and an estimate for damages on front of vehicle for further review and consideration. Mr. [redacted] also assured our office he discussed the situation with our GM involved to ensure proper procedures are being followed locally.

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 called UHAUL's customer service number in April 2015 to plan my move from [redacted] to [redacted] May 31, 2015. Upon initial contact to UHAUL, I made it very clear that I was moving items from my 7 x 8 storage unit and wanted to know which one of their moving vehicles would best serve my needs. UHAUL did not provide me the proper equipment for my move. Thus, I finally begged them to give me a 10 FT truck at the last minute and had to pay $1,190 for a 10 FT truck when I needed a 15 FT truck. This inconvenience caused me to have to pay an additional $1,400 to ship the remaining items from my storage unit that would not fit on the 10 FT truck. In addition, UHAUL told me I needed to install a Hitch which cost me $375.00. I asked for a tow for my vehicle and when I arrived the UHAUL employee told me he didn't know how to install a tow on a Lexus IS 250 and so both the Truck and my car had to be driven and gas had to be paid on both cars costing me $1,200.00. The movers had to wait 8 hours for me to get a truck costing me $500. I called numerous times to get this resolved. I was hung up on. Cursed out. Told I would not be given my money back. And lastly, a manager named [redacted] called me from the [redacted] office stating that he was the General Manager and that he would make sure that I was compensated for all of the damage that UHAUL cost me. He failed to return my phone call on June 4th and June 5th. I called back on June 8th and was told that He was waiting to hear from his manager and he would call me back. June 9th I called again and he told me that he doubts I will be compensated since I live in another state now. What does me living in another state have to do with UHAUL compensating me for all of the money they cost me?Desired Settlement: DesiredSettlementID: Refund

I want all of my money back:$1190 + $500 + $375 + $1400 + $1200 = $4,665Based on my initial contact with UHAUL, I was only supposed to pay $375 for a Hitch and $320 for a trailer. Because UHAUL failed to provide me the proper equipment. They made me keep returning equipment because the equipment they told me I needed did not accommodate my items being moved. The movers even told them the same thing and they told me take what they offered me or leave it. They left me

Business

Response:

June 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Los Angeles East Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he did speak to Ms. [redacted] and they were able to reach an amicable resolution on a 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