U-Haul International, Inc.

Review: I reserved a vehicle towing trailer from this location online. I was scheduled to pick it up at this location and return it to this location. I called ahead the night before my scheduled pick up to be sure the trailer was there because I was on a tight timeline and didn't want any delays. I was informed it was there so I went first thing in the morning to pick it up. After I paid, I went to connect the trailer to my vehicle and it was discovered that the trailer I had reserved was, in fact, missing. This location sent me to an alternate location, a hour out of my way, to get the trailer I needed. Already 2 hours late I called corporate customer service to try to get something done to remedy the situation. After being on the phone for over 40 minutes and being transferred 7 or 8 times to the wrong department I was told there was nothing they could do until after I return the trailer. I returned the trailer promptly the next day. The receipt I have indicated that I would be charged $75. The last man I had spoken with over the phone had finally informed me that Uhaul has a guarantee and since the error had clearly been on their part I would be refunded $50 as long as I called again after I returned the trailer. Expecting to only pay $25 my card was charged $174.85 and when I called to explain the problem to corporate customer service I was told there was nothing they could do. This is an unfair business practice and one of the worst customer service experiences I have ever had. I believe this charge is fraudulent as the terms I agreed to were not performed upon. Had I been apprised of the facts up front I never would have agreed to them. This is the first complaint I have ever lodged with the Revdex.com. I understand that mistakes happen but this was handled extremely unprofessionally after the fact.

Product_Or_Service: Vehicle Towing Trailer RentalDesired Settlement: DesiredSettlementID: Refund

I would like the excess charges on my card taken off.

Business

Response:

May 1, 2015

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

[redacted], our Executive Assistant for our Coastal [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He left a message for Mr. [redacted] explaining he was charged an extra fee for dropping at a wrong destination. Mr. [redacted] signed a contract for an in-town move but took the auto-transport one-way, which caused the extra charge. Mr. [redacted] also relayed that a refund for the $50 Reservation Guarantee Fee was issued back Mr. [redacted]’s [redacted] account. 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,

[redacted] Executive Assistant

U-Haul International

Review: Unpaid amount as a former employee. I am still owed $540.00 from the company. I was an employee for the entire month of October and worked for the money.Desired Settlement: I want the full amount of 540.00

Business

Response:

December 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] concerns to our attention.I have directed the information Mr. [redacted] provided to our Human Resources Department for further follow up and resolution. We appreciate your concern and continued support.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: Recently Shipped the contents of my apartment to Colorado with a Uhaul Ubox. Arrived safely in at the Uhaul Facility in Aurora CO and were in temporary storage. All Uboxes were unloaded on the 15th of July. Upon unloading, I was informed by the Ubox associate that a receipt would be emailed to me.No receipt was email, or mailed. After several hours with the main customer service line of Uhual, I finally got receipts for my storage indicated I have been continually charged after my storage was cleared out, and have been continually charged for month(s) in advance.

Product_Or_Service: Uhaul Ubox

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund storage fees.

Business

Response:

August 12, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Afternoon Mr. [redacted], I've received your information regarding your recent U-Box move out from our Aurora location. I understand you're requesting a refund of $400 and I'm needing more information regarding this request. After researching your rental, I do see there was an issue with your 7/15 move out which resulted in an additional month of charges. I see on 7/27/15 these charges were credited back to your account. Can you advise me where the additional $200 credit request has come from. Upon your response I'll be able to research this further. We appreciate your patience and time on this matter. Thank you, [redacted] UHC of E. Central CO [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I reserved a 17ft truck, along with 3 dollies, on June 29th for a move on Aug 1. I purposely did this early knowing it's a busy time. On July 18 I went to the pick-up location to verify they have my reservation and to make certain there were no problems. I was told since I had done the reservation early and because I put a credit card on file I would have priority status. On July 28 I received a call saying there were no 17 ft trucks available in the area at 9 am so they were changing me to a 2:30 tome and a 10 ft truck. I am a single, disabled woman and had help from my church scheduled for 9:00 Saturday! They found another 10 ft truck, but my original price was a flat $39.95 and now I was going to be charged $92 plus 99 cents a mile!! This felt like such a bait & switch situation. Why did I even make the reservation so early if there was no guarantee of getting the truck?? This is totally unacceptable. I had to find a different company that would guarantee me a truck.n in addition, the assistors were so rude as to tell me I should have picked a different date to move!Desired Settlement: Settlement of $100 extra fees incurred over the original contract price

Business

Response:

August 19, 2015

Review: I rented a 26' truck for a one day move. I made reservations several days ahead of time and requested the Mobile Highway location for pickup on 8/7/15 and drop off at the same location on 8/8/15. I was moving a three bedroom home and the advertisement for the size of the truck explained that this size truck was for a "Four Bedroom home". I thought this would be plenty large enough. Before the day of pickup, I checked several times to confirm that the rental was still set and only found out the night before that my pickup was instead scheduled for another business in town - a place called Custom Specialties RRR located on W Street. The night before our move, our cable and internet service was terminated and I no longer had access to the internet or email services.

On 8/7/15, I called ahead to Custom Specialties RRR to confirm pickup. I arrived at 12:00 for pick-up and it was apparent that this was not a U-Haul center but a mechanic's business and he explained that he was an authorized dealer. He also explained that he did not have internet service and I would have to complete the process over the phone. He handed me his cell phone with a representative on the other end and he stepped outside to pull the truck up. I gave the representative over the phone my billing information and she said that my contract would be sent to me by email. I did not have email access at this time but assumed that the contract matched what I had reserved online so I said fine. I did not receive a contract. Before leaving the Custom Specialties RRR business, the gentleman explained that we would return the truck to this location on the following day and if he was not there to leave the keys in the drop box. I asked him what to do if we ran a little bit over and he said to just return it and we would figure things out then.

I returned home and my husband and family began packing up the truck. We planned to pack the house the day and evening of 8/7 and then make our move the following day and then return the truck before noon. After beginning the packing process, we discovered that our items would not fit in one trip. We do not have excessive home items - two beds, a desk, two dressers, a couch, loveseat, some end tables, boxes of kitchen items and clothing. Everything did not fit. We did a trip to our new home with the first load and returned to finish packing and get set for the second load on 8/8.

The following day, it rained in the morning and we were delayed a few hours to finish packing. I did not worry because the gentleman at Custom Specialties said not to worry and to return it when we had a chance. We made our second trip and around 1 PM, I received a voicemail from a woman named [redacted] at the U-Haul on Mobile Hwy stating that I was late returning the truck and I needed to call her immediately. I called the number and was directed to a national customer service line. The person who answer the phone transferred me to another line and it picked up but it was apparent that someone was not listening to their calls - I could hear them on the other end but no one answered the call. I proceeded to hang up and call back. Again, I was transferred to the national customer service line and finally talked to someone. I was told that I would be charged a second day (no problem) - that it would be an extra $40. I said no problem and that we would have the truck returned before the close of the day. I asked about where I needed to return the truck because I was originally told the Custom Specialties office on W street but then told the Mobile Hwy location - I was told to return the truck to the Mobile Hwy location.

I completed my move and followed my husband to return the truck to the Mobile Hwy location at around 6:00 PM. We had not been to this location before so when he pulled in, he was not sure where to go. After a full two days of moving and dealing with rain and all of the hassles of moving, he did not see the signs saying where to return the equipment. He pulled the truck to a space that fit. Meanwhile, I was sitting in a parking spot near the front of the store and watched in disbelief as a gentleman came walking out throwing his arms into the air and making rude comments about him not parking in the right place. A woman inside of the office watched out of the window and laughed as he did this. I walked inside and explained that this was my husband and we were a little confused about where to go since we had not picked up from this location.

When my husband and the other gentleman came inside, we were informed at this point that we would be charged the $40 fee for an extra day (I had no issue with this and was aware of it because the customer service rep on the phone told me about this fee) and an extra $14 for the insurance coverage (no issue with this fee). The fees for which I have issue with is the $25.20 in miles overage fee (I was unaware that a truck advertised to fit a four bedroom home would not sufficiently be big enough to fit a three bedroom home with minimal furniture in an efficiently packed way), the $58 fee for EZ fuel sales (I was not informed that we would be charged for not returning the truck with a tank. Also, to be charged more than DOUBLE what the current price of gas is seems completely outrageous), and the $30 fee for Fuel Service Fill-Up (why charge an EXTRA service fill-up fee when I'm already being charged more than double the cost of gas!). We were told that we could take the truck ourselves and fill-up down the street but by this time, we were so fed up with the entire experience, we wanted out as quickly as possible. I paid the total and left.

It was not until I had internet access yesterday (8/11/15) that I actually had a chance to review the contract. It is clear that these fees were explained in the contract but I did not have a contract to review prior to service or drop off.

I am upset that the truck was not adequately advertised (it's actually 24' with a 2' feet extra above the cab), that I was told differing places to drop off, never received a contract that I could review, the extreme rudeness and lack of customer service at the drop off location on Mobile Hwy, and the extreme fees and overages I was charged. I paid $167.73 for the actual rental and $172.09 in overages and fees. This is ridiculous.Desired Settlement: I want a refund of the following fees:

$25.20 (miles overage),

EZ fuel sales ($58),

Fuel Fill Up fee ($30)

totaling $113.20.

Business

Response:

August 23, 2015

Review: I rented a U-Haul truck on Friday, July 10th at 1:00PM from a UHaul facility in [redacted] along with [redacted] insurance. After I paid, I was led outside to the truck. I was handed the key and told to check the gas and mileage and sign the contract verifying that those amounts were accurate. I was not given a walk through or given instructions on how to operate any part of the vehicle. When I got home, because a walk through was not given, I realized that a dolly that I had ordered was missing. I called the facility to let them know and they told me I could drive back and pick it up and they would not charge me for it. They still charged me for it along with charging me for an additional uitlity dolly that was never in my truck.

I originally planned to return the truck at 7:00PM but the move took longer than expected so I called UHaul to tell them I would be late and would need a few more hours. They agreed that it was okay. When I got to the facility at 11:00, there was no one present so a customer service representative over the phone said I could park the truck and drop the key off in a bin. After a friend and I dropped the car off, we left.

In the morning, at 8:06AM, I received a list of damages that UHaul claimed were done to the vehicle totaling $1497.93. The repairs consisted of 18 different parts. This was alarming as I was positive that nothing had happened to the vehicle while it was in my posession. I was not given a phone call, nor were there any photos in the email. I received a phone call and email from [redacted] Bank at 10:39AM stating that they declined a charge of $1242.76 from UHaul. I called the [redacted] UHaul facility around 11:00AM and they apologized for the lack of communication but said I could come in and see the truck. Once I arrived at the facility around 12:30PM, I asked to see the truck. An employee working there informed me that the car had already been sent for repairs and that I would have to drive to the repair shop. I arrived to the repair shop and was told by the manager there that I could not see the vehicle because the mechanic had already went home. He would not be back until Monday morning.

I am being charged around $1500 for damages that I have no knowledge of. In addition, I was not given an opportunity to see any of the damages and was charged without my consent. The truck has already been sent to the repair shop so I'm not sure what has been done to the vehicle. In addition, the truck was not examined with me beforehand. There is not even a dispatching signature on the validation tag. Because I am certain I did not cause any damages to the vehicle, this whole incident seems very suspicious and unprofessional.Desired Settlement: I would ultimately like these damage fees to be dismissed or I will continue to investigate these seemingly fradulent damage claims by UHaul. I am certain they were not caused while I had posession of the vehicle. I was not allowed to see any evidence of damages immediately after claims were made. I was told to wait several days before I could see the truck. Moreover, I was not given a walk through of the vehicle nor did it seem to be inspected by anyone when it was pulled up to the front. There is no dispatch signature on the validation tag so I am unsure of the damages that were present before I rented the truck. My whole experience with UHaul has been very unprofessional.

Business

Response:

July 22, 2015

I booked a 16 foot truck on May 1, 2015. The reservation was confirmed from July 31, 2015 - August 1, 2015, a 24 hour rental. On Friday, June 26, 2015, the general manager of the Ames, IA branch called me and informed me that they cannot provide a truck for 24 hours. I understand that availability is difficult in a college town; however, I feel that they should not have confirmed the reservation if there was no truck available. I also would have greatly appreciated if they had made this call within a week of me making the reservation, rather than 2 months later. Now I am left scrambling to find another truck for 24 hours because I have to move out on July 31 and I can't move in until late the following day. I am now trying [redacted] and hoping that they won't cancel on me.

Review: Vehicle Rental. Truck was delivered with less than 3/4's tank of gas. Delivery Paperwork stated 7/8's full tank. After I pointed this out I was told it would be rectified. Truck was delivered with a check engine light on. After I pointed this out the manager [redacted] got the light to go out. However I did not have use of the truck for the first 15 minutes of my four hour time frame, I was assured by [redacted] that I could return the truck up to 15 minutes after the contract time at no additional cost. I returned the truck at 4:05, ten minutes before my additional 15 minutes had expired. I was charged for an additional day. As I mentioned previously the truck had LESS than 3/4's of a tank of fuel. I made absolutely SURE that the truck was returned with more fuel than it had when I picked it up. I was charged for 2 gallons of fuel.

Product_Or_Service: moving truck rentalDesired Settlement: DesiredSettlementID: Refund

I will be demanding a refund or I will go to the State of Colorado Attorney General and find out what steps can be taken. I also filed a complaint with U Haul's national office. I expect a call from the District Manager tomorrow or I will proceed with every means at my disposal to first get my refund and second do what I can to make sure that other people are not ripped off by this business

Business

Response:

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted]. in [redacted], CO, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.63 back to Mr. [redacted]’s Master Card account. This amount included a refund for fuel, truck rental, utility dolly, furniture pads and tax. The refund should post on his next credit card statement. Mr. [redacted] also mentioned he helped Mr. [redacted], therefore, is familiar with 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

Business

Response:

July 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted]. in [redacted], CO, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.63 back to Mr. [redacted]’s Master Card account. This amount included a refund for fuel, truck rental, utility dolly, furniture pads and tax. The refund should post on his next credit card statement. Mr. [redacted] also mentioned he helped Mr. [redacted], therefore, is familiar with 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

Review: So I rented a Uhaul truck to move my new bedset into my home, they charged me 65 dollars plus tax, which is cool that is very reasonable. The following week they charged me another 50 dollars because they said that the truck was not returned back with a full tank of gas. I took my own 20 dollar [redacted] and filled it back right to full before I returned it. I would never return a vehicle with putting it back on full when it clearly states that in the book that the truck must be returned back on full. I didn't even go over the half mark. But I know I made sure I returned it back with a full tank of gas. It really upsets me that thus charged be a whole 50 dollars.

Product_Or_Service: Uhaul truckDesired Settlement: DesiredSettlementID: Billing Adjustment

Either give me the 20 dollars I put back in the vehicle or give me back the entire 50 dollars.

Business

Response:

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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. He informed our office he left a message for Ms. [redacted] explaining the refund he issued for $25.50 back to her [redacted] account. The refund should post on her next credit card statement. He also provided his telephone number if she had any further questions and sent her an email with the same information.

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: In June 2015 I had reserved a box at U-Haul of [redacted] several days in advance, and on pickup day there were no boxes available. I had to pay for extra time from my movers while a local field manager (Robert K[redacted] located an available box at [redacted] Towing Storage.

My box has been stored at [redacted] Towing Storage since June 2015, with multiple billing issues (auto-payments not being processed on time, late charges assessed and removed without me ever being notified).

On January 14, 2016, I called to schedule a shipment of my U-Box to my new home in [redacted] After nearly 2 hours on the phone being bounced around to multiple customer service representatives, I was told that my box would be shipped to [redacted] and arrive by January 23, 2016. I have screenshots of communication saying "We guarantee arrival on 01/23/2016".

I called U-Haul of [redacted] on Jan 22 to confirm that it would be arriving on time. I spoke to a woman who said it was scheduled to arrive, and that my earliest access would be Sunday, January 24. On Jan 23, I received a phone call from Julian at U-Haul of [redacted] informing me that my U-box wasn't expected to arrive that day, after all and that he had NO WAY OF KNOWING where it was, or when it would arrive. I had already hired movers based on the language in my conformation and the phone call from the day before.

I have now been living in a new home without furniture or any kitchen items for 5 days, and it seems like it will be at least 7 days before I can access my belongings. In the course of the 6 months my belongings have been in U-Haul's care I've spent 12-15 hours on the phone with customer service, hand-holding every process and solving the problems that arise at every step. I did not pay as much as I have for this service to be managing the storage and delivery myself.Desired Settlement: I expect a partial refund for the services that have not been rendered as guaranteed, and would encourage U-Haul to develop a better system for handling U-Box storage and shipment. When I call the central customer service line, I should not be referred back to the local location (especially when the local location told me to call the central number). Nobody in the organization has access to all the information needed to troubleshoot the issues I've been having.

Business

Response:

[redacted] January 28, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]Arnesha C[redacted] our Executive Assistant for our Los Angeles South Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for $400 as an adjustment on her move and a $150 refund for the 3 days the U-Box was late.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:

[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 2/15/16 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Courtney [redacted]

Review: My order number is 90209769. I made a reservation on May 20, 2015 before my out-of-state move on May 29, 2015. When I made the reservation, the lady over the phone told me someone would call me the next day to schedule my truck pick up. I waited, no call. I called back a few days later, and man over the phone told me that they generally call to schedule a pick-up 3-4 days before the move. I waited, no call. I called two or three days before my move, and the man over the phone told me that they generally call to schedule the pick up before 6PM THE EVENING BEFORE THE DAY OF THE MOVE! That hardly seems reasonable, but the man assured me I had a reservation and they had me in the system. So I waited. No call. Well, on the DAY of my move, I called their main office and was told to go to the [redacted] location to pick up my truck. I got there at 10:00 am, and they told me they had no truck available!!! I am moving across the country, and I don't have a truck to load my stuff into on the day of my move. It's extremely stressful and disrupts my plans entirely. The customer service from the number on the main U-Haul website was very helpful but it completely broke down at the local level. I requested my phone logs to be sent to me and would be happy to forward them to whoever can help with this situation.Desired Settlement: I'd like to speak to someone in the corporate office/main branch about this and receive a price reduction on my reservation.

Business

Response:

June 1, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual rental agreement.

Steve C[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a refund for the $50 Reservation Guarantee Fee was issued back the credit card listed on the rental agreement. The refund should post on their 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 Assistant

U-Haul International

Consumer

Response:

[redacted]

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

Regards,

Review: I rented a truck and a car dolly to pull my car and the dolly damaged the car. I made a complaint and filled it with UHAUL and they are saying that will not be responsible for the damages. They go up to $1,000 and they are not making good anything. That is absolutely wrong. They strapped the car to the dolly and I notice the damage until I unstrapped the car at their location.Desired Settlement: For them to pay the repair costs of the vehicle.

Business

Response:

December 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Sherry N[redacted] our GM for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she has left several messages for Mr. [redacted] requesting a return call. She explained Mr. [redacted] declined Safemove and had relayed he would be removing the Tow Dolly to load the truck. Ms. N[redacted] advised our office the Tow Dolly was hooked up properly before Mr. [redacted] left the U-Haul lot and he never contacted them with any issues he had or damage to his vehicle. If he has other concerns he can contact Ms. N[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 AssistantU-Haul International

Consumer

Response:

That is not true! And even when I arrived at the 54 location in [redacted] they acknowledge the damage and told me to contact them! What a ripoff Uhaul is! They don't want to pay and be responsible for the damage of my vehicle! I called the people in Nesbit Ferry and sent photos of the damage and I never got any response!

Business

Response:

December 10, 2015Revdex.com ID#: 10973511U-Haul Ref#: 1000751Thank you for your continued concern for our customer Mr. Salas.Jose A[redacted] our President for our [redacted] North Regional Office, reviewed Ms. [redacted] recent comments to your office. He advised our office the damage could not have happened when strapping the vehicle onto the U-Haul Tow-Dolly. He explained the damage appears to have happened either loading or unloading the vehicle. Mr. Al[redacted] relayed U-Haul is not responsible for the damage that occurred during this process.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: 1. Made Order/Reservation confirmation # - [redacted] for a Truck & tow dolly ...

2. Assembled paid helpers to begin boxing up house, went to pick up uhaul ...

3. Arrived at Neighborhood store with confirmation and they attempted to extort more $$ from me than I had agreed to ... ie extra

$100 over the confirmation total. ..

4. Spent the next 45 mins trying to reach a Uhaul Manager for escalation .... FInally went to Corporate Uhaul down the road and

made another reservation to P/U at Corporate store ..

5. Total, I was out an extra $250 due to the Uhaul agents malfeasance at the Neighborhood store of original destination ....

6. Barksdale & Hollywood Corp store employees were solid customer service ...

7. Did my one way to Dallas, returned my rental at Richardson Corp store and asked them how to make a complaint against this

neighborhood store in Bossier Area ..

8. They told me I 'd receive an email in a few days regarding this rental and to begin the complaint process fill out the form on the

link at that email. .. Somebody would get in touch with me ...

9. Never received any follow up from Corporate or anybody from Uhaul. .. Actual forgot all about the issue ... Never knew anything

was wrong, never knew 1 was held accountable for demanding what I 'd been contracted to receive??

[redacted] RELEVANT COMPLAINT [redacted]

10. Made reservation (Contract #[redacted]) and arrived at the Corp store ...

REFUSE TO DEAL WITH NEIGHBORHOOD STORES AGAIN!!

11. Discovered I have an "eAlert" and I'm being blacklisted/rejected service at all locations till I contact AFM [redacted] and

apologize for calling him on his BS ..

12. Research with Mgr at this Memphis location, given ###-###-#### and ask for a "Manager over [redacted]" ... This was Corp HQ

and this was This [redacted] guy's supervisor ..

13. This specific person wasn't there and I was handled by a lady claiming to be a Manager, just not this direct Manager line ....

Nothing got accomplished, never got a CB from this Manager ..

14. Searched online, got my needs served from a competitor and very happy with this business transaction without all the drama of

dealing with Uhaul and its keystone cop operations ..

15. I could care less about the eAlert, however, as I am the customer and was being extorted for extra $$ over the agreed

contracted price; I feel that this "eAlert" was retaliatory in its intention for my comments on the email I received to rate my

experience during this transaction ...

Order confirmation # - [redacted]Desired Settlement: I have been greatly inconvenienced: First by the offending racketeering Neighborhood store causing great delays and added expenses

to my operational costs of this move ... Second, during the initiation of the complaint process, I was never contacted for a timely

processing of a formal complaint against this corrupt Neighborhood storeThird, Not contacting me about resolution of the eAlert ....

Fourth, The additional inconvenience of Contract #[redacted] when I was unable to rent the desired equipment ..

Business

Response:

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] at length and listened to his concerns. She offered her apology for the inconvenience he experienced and offered to help in the future if he experienced any further difficulty. She also explained she had removed his name from our E-Alert Program.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.

Simply removing an Ealert doesn't come close to the internal malfeasance articulated against a customer, me and allowed to fester due to corporate policy.... How many times has this occurred and the persons were either unknowledgable of the Revdex.com or other means of escalating concerns when a corporation fails as a whole to act in a manner conducive of customer interests...? Likewise, simply removing something that never should have perfected as a retaliatory function; does not come close to the inconveniences placed on me on 2 separate occasions...Nothing short of termination of this Manager that set this alert in motion and/or my refund will be acceptable outcome.

Regards,

Business

Response:

April 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Office, reviewed Mr. [redacted]’s recent comments. She informed our office she spoke to Mr. [redacted] and advised him of a refund for $289.94 back to his credit card along with a $50 VIP Certificate in the hopes he will allow U-Haul to redeem itself in the future. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.Ms. [redacted] assured our office the issue would be addressed with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.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.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: Initial Pickup of U-haul Truck– 10am Saturday Morning, January 31st. in [redacted] heading to [redacted].

- Reserved moving pads and queen size mattress cover – Received neither, had to ask later for refund on said items. (refund was given)

- Inside cab and back of truck were dirty – no inspection performed at pick up location.

-Hood was not latched on truck when picked up.

Tire blew out – 3pm Saturday afternoon

- When first tire blew out, customer service told me to hang up and use their mobile app instead to report a breakdown.

- Two and a half hours wait time to replace tire, broken down 5 miles from [redacted]).

- 5-6 minutes afterwards, same tire location blew again (driver side front left).

- Customer service said I must have run something over on the highway, or I had overloaded the truck. Took no responsibility in faulty equipment.

- Diagnosis of problem – Broken wheel bearing.

- Three hours to be towed ~15 miles to a Uhaul storage facilty. Broken down truck was left unlocked with keys in ignition. All my belongings were left unsecured. Despite them promising it would be secure, locked. Nothing was stolen thankfully.

New truck pickup – 8:30pm Saturday Evening

- Had to pick up a new truck, ~20 miles from where broken down truck was towed to.

- Inside cab and back of truck were dirty – again, no inspection performed at pick up location, despite promises it would be.

- Was originally told there would be movers to help transload from broken down truck to new truck, there were no movers. Completed my own transload around 9:30pm. No transload agreement paperwork was given, had to acquire that later.

- Told to continue with the trip and a hotel would not be covered since I was only an hour and a half from my drop off location, but by that time it was late and we were tired and emotionally distressed from their lack of assistance and poor customer service.

- Had to pay for more gas to complete trip, when broken down truck had enough.

- Had to pay for a hotel, felt unsafe driving up a two lane road, alongside a mountain, at 10pm to drop off location and unloading at almost midnight.

- Had to pay for a padlock to secure my belongings for the night, as they would not.

Uhaul paid me 450.00 because I had to do my own transload since there was no one to help me. However, they did not compensate me for a hotel stay, and gas when broken down truck had enough. They were rude and tried to pick a fight with my mother when she called to help me in any way.

Basically, they acted like they could care less at everything that was happening. They didn't take any responsibility for what had occurred. The whole organization and way it went down was absolutely disappointing. It was extremely stressful and upsetting that they expected me to get my own hotel because I was only an hour and a half away from my destination however I would have gotten there around midnight and did not feel safe finishing the unloading and everything that time of night, in the winter driving at night in the mountains. They did not act like they cared at all.

They originally offered to pay my hotel and I ACCEPTED the offer; however, they called me back 30 minutes later and went back on their deal and said since we were only an hour and a half away form our location they would no longer pay for a hotel for me. So, with no options, I decided to get my own hotel. They were unprofessional, mean, not caring about myself and my girlfriend getting through this ordeal and completing our travel to my new home/destination.

Ultimately, their customer service and their broken promises, going back on their word culminated in a lot of stress, confusion, waiting, and general anger at them. It had been a long day, we were both extremely tired from dealing with U-haul's mishaps and we didn't feel safe driving the rest of the way. They didn't seem to care and wanted us to complete the journey anyway despite it might not being safe to drive when extremely tired- which was a by product on their mishaps and faulty equipment which they failed to inspect on the original truck and the NEW truck- which luckily got us to our destination the next day.

They did pay 450.00 for me having to transload my own equipment- which is fine, I am happy they did this, however this is not enough for all the other stuff they did unprofessionally. They were awful. It was one of my worst experiences with a company. I felt alone, and that they generally did not care. We will accept nothing less than our desired outcome listed below for this travesty.Desired Settlement: I want to be compensated for the hotel and the extra gas I had to spend on as I shouldn't have had to and the padlock I had to buy to lock up my stuff. I feel like this is fair. Hotel was 125.62 [redacted] in [redacted] and 20 dollars in gas and the padlock was 12.84 with a total of 158.46. Thus, I would like a refund in the amount of 158.46 in a check or cash. I do not ever want to do business with them again so I will not accept store credit or free rentals or anything similar.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $158.46 as requested back to Mr. [redacted]’s [redacted] account. 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,[redacted]Executive AssistantU-Haul International

Review: I rented a trailer from U-Haul at [redacted] in December of 2014 to transport some of my household items to **. [redacted] prior to a predicted ice storm the week of New Year's. Upon arrival in **. [redacted], my father, who is an ASCE certified mechanic with the [redacted] advised that the trailer's axle was malfunctioning and I should not drive it back to [redacted]. I was later charged $65 for a maintenance call on that trailer. I was never notified of this charge, I only found out, when I went to rent another trailer to transport the remainder of my household items. I had made another reservation for a trailer on New Year's Eve 2014, had the trailer all hooked up to my vehicle and only when I was checking out did this problem arise. This caused me to have to rent a storage unit in [redacted] and has resulted in additional costs.Desired Settlement: I wish to be credited of the $65.00 and refunded for my additional expenses of having to rent a storage unit for 6 months, as well as being reimbursed for the additional fuel of having to make multiple trips back to [redacted] to retrieve my items.

Business

Response:

June 28, 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 South [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced. As we value Ms. [redacted] as a customer, Ms. [redacted] sent her a VIP Certificate to cover one month storage and also gave her a refund for one month of storage she had with our U-Haul location in Fort Worth.

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 reserved the largest truck available on Jun 7th

2015 and was given a reservation number [redacted] and was told I would have the truck reserved but no

I reserved the uhaul from hollies uhaul on June 9th for June 27 28th and was told my truck was reserved. Reservation number [redacted]. I received a call today June 22nd from [redacted] the reservation manager that they now do not have a truck for me anywhere in Nova Scotia. It will be impossible to secure another rentalk or mover this late in the month. She offered a small cargo van or a 50 cancellation credit and said nothing she could do. I believe where my rental was a short run in truro they bumped me to accept another that would generate more income for them. How can they reserve and then do this. I have to be put as someone else is moving in. What am I to do.Desired Settlement: I need a large truck as scheduled and reserved for moving.

Business

Response:

June 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Good Day Mr. [redacted], I apologize that we were unable to provide the exact size of truck with the exact requested time. However we cannot guarantee reservations until we do the scheduling call closer to the pick up date, as it's impossible to know exactly where our trucks will be until a few days beforehand. It's the nature of our trucks (as they go oneway) that they're constantly on the move and changing cities all the time. It is the case that we are doing our utmost to accomodate all reservations. I see that we were able to offer you a 17' truck on the 26th at 9am until 27th at 9am. If this is unsatisfactory, then we can certainly keep you on the waiting list, and if something becomes available we can let you know, but as it stands right now, that offer would be the closest we could accomodate for your requested equipment and time. If you'd like finer details for our reservation guarantee, go to http://www.uhaul.com/Search/All/is-my-reservation-guarantee for the policies and conditions. I am willing to help you in any way I possibly can, and if you have any further questions or concerns, feel free to contact us back here, or in traffic at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

Please be advised that I appreciate the offer fir the smaller truck but I do not have support people to assist me during the time that you have placed the offer given it us for Friday morning and day and I was originally scheduled scheduled to pick up the truck on Friday after work for my move on Saturday when I have the movers available. This is really not a reasonable offer but rather something cobbled toget her so you can say you did offer something even though it is outside the time frame when I have support to help with the move and not to mention the truck is half the size meaning more trips and more kilometers you can charge me. All I an say wow what a business model. Guess that's what happens when there is limited competition and minimal accountability.Shame on you.

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:

July 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Good Day Mr. [redacted], We again apologize for the inconvenience you experienced from us not having your requested truck available for the time that worked best for you. We regret that we were unable to come to a resolution to accomodate your rental. As per our guarantee I will go ahead and apply the $50 to the credit card we have on file. If you have any further questions or concerns, feel free to contact us here. Have a great day.

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: Truck specifications on the U-Haul website states the loading door clearance is 6'5". I attempted to load a piece with the height of 6'4" but it got stuck on a rubber piece mounted on all their trucks. Prior to renting the 15' box truck I asked the associate at the pick up location if a 6'4" piece would fit, he assured me it would. It turns out the true clearance when accounting for the rubber piece mounted on the top exterior of the door opening is 6'3.75".

The misinformation resulted in having to rent a much larger truck at a much greater expense, $602.99. Additional gas expense is not know, I planned driving a 15" truck but ended up with a 26" truck for my 3000 mile drive. I also spent more on hotels because my departure from Tucson.

I have a second complaint regarding the complete lack of a customer service or conflict resolution department at the U-Haul corporation. I called for 10 days before I reached a person who would take responsibility, and she is a manager in the truck trafficking department. The first call occurred on May 11, $350 was just refunded last week—it took almost a month to get partial resolution. U-Hual is set up to be a corporate vortex, customers with complains are sent in circles, calls are dropped, calls aren't returned...it's almost impossible to get in touch with a supervisor.Desired Settlement: I was refunded $350 from the amount of $602.99 that I was asking for—the additional cost of having to rent a larger truck. I would like the remanding $252.99 to be credited to my credit card. U-Haul should also change it's specs on their website and make associates aware of the misinformation.

Business

Response:

June 19, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at Automall in Tucson, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $252.99, as requested, back to Mr. [redacted]’s [redacted] account. 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,

Executive Assistant

U-Haul International

Review: I rented a single U-box to move from [redacted] down to [redacted] to start a new job. After packing everything up and locking the box I was told that the box would be able to be collected on Sunday June 15. After arriving in [redacted], I was contacted and told that the box would not be available until the 17th. When I arrived on the 17th I found that they had shipped the wrong box down. After numorous hours contacting SEVERAL people throughout u-hauls never ending maze of customer service I was told my box had accidently been shipped to [redacted]. A week and a half passed before I was then told that the box was in fact still in the store where I had loaded it and had not been moved at all. It took them nearly another week to ship the box down to [redacted]. This entire time I had to sleep on the floor and live out of a single duffle bag while starting a new job in a new city. I ask that the charges be refunded (which included a month of storage that was not required or requested) and was told (By [redacted] the Customer Service Manager) that the store manager at the [redacted] location (Named [redacted]) would be handling the matter. After 10 days of no contact I tried repeatidly to get in touch with both [redacted] and [redacted]. Niether responded to any of my messages. There appears to be no one at the [redacted] store who can pick up a phone because when I call it kicks me over to the customer service line who then tell me the only thing they can do is leave a message for the store manager to call me back.

Product_Or_Service: U-box

Account_Number: U-Haul Contract [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a full refund for all costs associated with this move including the u-box cost, the random month of storage, the truck rentals, and all associated costs of having to buy the various odds and ends that I needed for the 3 weeks that I had to wait for all my of belongings.

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] Suburbs, followed up on the information [redacted] provided. She informed our office a refund for the shipping costs in the amount of $1,137.09 were issued back to [redacted] on July 25th as requested.

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.

Though you claim to have issued a refund, as of the writing of this response I have not recieved any such refund. I was told on Monday the 21st of July that I would have a refund check sent to me and my information was taken down. I was told on this day that it would take 48 hours for the refund to be processed and mailed out. After waiting two weeks with no refund, I called again and was told that it would take 2 weeks for the check to be recieved by me. After I explained that it had been two weeks already I was told there was nothing they could do and that I would have to call corperate. I will be doing to and requesting that in addition to refunding the money I was charged for my u-box, that I am refunded the money for the materials which I had to purchase while I waited to find out where my materials were.

I have also yet to recieve any response to the numorous messages that I left the store manager of the [redacted] location or the Customer Service Manager [redacted]. Even if it is being "handled" by other people, having called the [redacted] location and leaving dozens of messages I would like an apology for the several weeks of being completely ignored and blown off. Your customer service remains appalling.

Regards,

Business

Response:

August 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Chicago Suburbs, reviewed the recent comments [redacted] relayed to your office. She has been in contact with [redacted] by email. [redacted] advised our office that the original check had to be voided and a new check was sent to [redacted] on August 19, 2014, check# [redacted] apologized for the delay and relayed he should receive the check soon.

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: On May 16, 2015 I rented a truck to move in. And my deposit was 100.00 for a 29.95 service fee. the truck was defected you could not read the mileage gage on the truck. so the site just doing guest work to the customer on return. now I moved from one resident to another and the zip code are the same [redacted] but they said that the vehicle was drove over 41 mile. now after talking with my grandson I was told they did him the same way he move from one place to another in same zip code and took his deposit too. I want to know what company that people depend on their service be treated in this manner. Could you explain this to me. thank youDesired Settlement: Want my refund back and for someone to inspect those trucks for defects

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Saint Louis Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced. He explained he had the history on the truck she rented inspected and because Ms. [redacted] was a valued customer, he would issue her a refund for approximately ½ of what she was charged for mileage including tax. The refund for $27.50 was issued back to her Visa account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On/about July 31, 2015, from the U-haul website, I reserved a U-haul truck for a one way trip on Aug 14-15, 2015.

It was to be picked up/dropped off at locations of my choosing and the truck was to be a type of my choosing.

I confirmed the agreement by giving my credit card number to U-haul. U-haul agreed to fulfill my request and gave a confirmation number of [redacted]. One day before the scheduled transaction, I learned that U-haul had changed the pick up location and also the type of truck to something different than agreed upon at the time of my reservation. The changes being unacceptable to me, I requested cancellation of the order which U-haul agreed to.

At that point in time (Aug 13, 2015), I was unable to secure another truck to make my desired move.Desired Settlement: I would like for the U-haul customer service director to explain to me why, at the time of my order, they agreed to fulfill my request, but as the pick up date approached, they were unable to deliver what they had previously promised. I also request that the above named individual tell me what U-haul will do to ensure that this will not happen in the future if I should decide to patronize their business.

Business

Response:

August 23, 2015