U-Haul International, Inc.

Review: My husband and I purchased a Ubox from Uhaul to be moved from [redacted], to [redacted] We drove in our our Mini Cooper with our pets, and two small bags with clothing. Since uhaul promises a ten day delivery of the Ubox, and the drive would take us three to four days, we figured being without our things for one week would not be too bad.

We delivered the Ubox to Uhaul on May 19th. Days later we hadn't received a confirmation email stating that our things had been shipped, so my husband decided to call. The person he reached wasn't sure, and said he would look into it. We didn't receive a call back, but we received the confirmation email the next day. Our Ubox had finally been shipped ten days late. We waited patiently, expecting for our things to finally arrive between June 7th and 9th. No calls or emails from Uhaul. Over the next week, my husband called Uhaul many multiples of times. We were told that there was no way to track our Ubox to see where it was, and no one was able to tell us why it still hadn't arrived. My husband was put on many holds and transfers, most calls being dropped on uhauls end. Some told us they would call us back. But never did.

We decided to stop by the location where our stuff was supposed to turn up, Uhaul on [redacted] in [redacted], to look for some answers. The employee informed us that only the manager had access to that information, and that he wasn't in. He admitted Uhauls un-organization with these types of matters, and gave us the managers number. He did not respond to our first call and message, so I tried again, and this time reached him. I told him of this unfortunate ordeal, and again was informed that he would have to look into it. A week went by, and still no word. My husband called uhaul again and was put on more holds, more transfers, and still... no help or answers. On our next day off we went to the [redacted] location again. The manager was not in. Two more uhaul employees stated that they understood our frustration, and implied that this sort of thing happens often. One employee called the manager and was given permission to go look for our box. It was there! That was today. June 18th. Why hadn't we been notified or received an email stating that our things had finally arrived? I do not know. Throughout this journey, Uhaul has been incredibly un-organized, and unprofessional. For nearly ONE MONTH we slept on the floor, ate off of paper plates, and had only the small amount of clothing that we took in our Mini Cooper. Even through our many attempts at finding someone to help us, or answer us, our "10 day Ubox" took 30 days to arrive. We suspect it had been waiting at their location for a while, and all it took was a two minute trip out the door to check if it was there. Unbelievable.Desired Settlement: We paid over $2,000 dollars for our things to be shipped and arrive in 10 days. Uhaul took 30 days. Three times the length of what they promised along with the hardships we endured living without our household items, bed, clothing, etc. along with all the work and effort we had to put into locating our own belongings is definitely worth a refund. Thank you. Sincerely, the [redacted]'.

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of **, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office that the shipping costs will be refunded.

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

Recently began to remove items from a storage unit located at the U-Haul on 3450 Alta mesa Fort Worth, TX and mistakenly forgot to put the lock o. he unit. The management at the location the following day, charged my card for $60 claiming a cleaning charge. I was very upset to know that a company would not. act the unit owner and ask before assuming. The charge was obviously without regard to the customers awareness. What if the lock had been cut by a theif, or illegally removed? The policy should be to contact the customer and ask, not assume vacancy and start charging fees. In a sense, I feel as the charge was malicious and those charges were fraudulent nature. I have requested legal guidance to address the issues of liability. Be weary of this location. I would simply go to another uhaul site and not this particular storage unit location.

I went online to rent a 15 foot truck Saturday the 31st at 9AM. I received an email shortly thereafter that said they would call or text me the night before. Friday afternoon I got a text that confirmed my 9AM reservation but at a new location. It was farther than I originally wanted to go but not big deal. The next day my friends/family and I arrived at a gas station where we saw the 15 foot truck in the parking lot, it was 8:50AM. I was told I couldn't take the truck as my reservation wasn't until 4PM. This was not true as my text message confirmed the time I requested. I was told to call customer service, so I did. This did not go well as the first guy I spoke to do NOTHING for me. He said they have a van at their location and clearly I did not need a van as I requested a 15 foot truck. The appropriate response would be to find me a 15 foot truck at a close by location right away AND also inform me of the $50 off they offer when there's a mess up with the reservation. I called customer service from another phone and got someone else who then transferred me to another customer service member. That person finally found me a 15 foot truck at a location that was close to the original area I asked to pick-up a truck as it was on my way and not passed my home. Ended up working itself out THANKFULLY due to the third person I spoke to on the phone. I drove more than I wanted to and wasted my friends and families time as they were all helping me move. Overall it was a really stressful morning all because Uhaul messed up. Own your mistakes, fix it, and make the customer happy. I will never use them again.

Review: Rented a nice Pick-up truck from them for 4 hours. 19.95 and then 0.59 cents a mile. (Great price) was told that it was full of gas because that is the way it was returned. Ok that is great. I was suppose to make sure it was full or they will filled up at a cost of $3.50 a gallon. I did not look at gas gauge when I left as they said it was full because they check it when it was returned and check in. Drove the truck 29 miles and had to put 10 gallons of gas in it to fill it up. This truck gets 18 mpg in the city. That means I should have only needed to put 1.62 gallons of gas in it. Told manager when I returned and he said it was my job to check it and let them know before I left. But it is there Job to make sure it is full when it is returned.Desired Settlement: I have a receipt for 10.814 gallons of gas at the cost of $20.00 the 29 miles should have only cost me $3.00 that means they should reimburse me $17.00.

Business

Response:

May 2, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mike Mann, our Executive Assistant for our Ohio Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response: David, I have read your concern regarding your recent U-Haul Rental. I have issued the $17.00 refund as you have requested. You should see the credit to the card used for the rental in 3-5 business days. I also emailed you a receipt for your records. Sorry for the miscommunication on our end with checking the fuel level. I will work with the moving center to improve this area. Please feel free to contact me with any questions you may have. Mike M[redacted] Executive Assistant U-Haul of Ohio [redacted]

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

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: When we went to pick up the truck it was not ready due to a break down during the previous rental. We waited for almost two hours format to be ready. A very short time during our trip the truck was running very rough and only getting 5 miles to a gallon. We called roadside assistance to tell them the check engine light was on and they told us to keep going. We only got about 5 miles to a gallon all the way from North Dakota all the way to Idaho where the truck broke down completely on the side of the road. We called roadside assistance again and they sent out a guy that normally only changes tires. He said he didn't know what was wrong and they would tow it to the nearest town where we could spend the night and Uhaul would pay for our room. when we went to check in the credit card Uhaul gave them was declined. We then had to pay. The next day we stood in the parking lot of the local Uhaul for 10 hours waiting for them to make a decision on what they were going to do. After 10 hours they decided to switch trucks. We then waited another 2 1/2 hours to switch our stuff to a new truck. The new truck got 12 miles to a gallon. The extra fuel cost for the bad truck was $800 out of our pocket. That doesn't include our time standing in the parking lot or being stranded. We called Uhaul to tell them about this and have gotten nothing but a run around for about 10 days. They have said someone would contact us in a certain time frame and nobody ever does.Desired Settlement: We want them to make amends for the extra fuel cost and our time being wasted by giving us a truck that they knew was faulty to begin with.

Business

Response:

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

Review: My U-Haul boxes were scheduled to arrive at my new house on Friday July 17th at 2pm. At 3:30pm, I called and was informed that my boxes hadnt even been shipped. I then was redirected to over six different people. Each one told me the same thing: The mistake was U-Hauls (a representative cancelled my shipment accidentally), but my boxes would not arrive until Monday July 27th. That is ten days after they were scheduled to arrive. That is ten days I dont have to unpack. Thats ten days without a bed, a wardrobe, kitchen supplies, anything.Im asking that U-Haul get my boxes to me by Friday July 24th, so that I do not lose yet another weekend I could spend unpacking. And to waive the drop off fee. I paid a good amount of money to have these boxes stored and delivered, Ive spoken with over six different people in the company, and my issue has still not been resolved. This is absolutely unacceptable and extremely frustrating. U-Haul, can you tell me: What are you going to do to make this right?Desired Settlement: Im asking that U-Haul get my boxes to me by Friday July 24th, so that I do not lose yet another weekend I could spend unpacking. And to waive the drop off fee.

Business

Response:

July 26, 2015

Review: $53.32 purchase on 05/24 for a large cargo netThe product did not perform as advertised. The cargo net was to place over loads to keep items from flying out of the truck bed during transport. The cargo net could either be secured with bungee or ratchet tie downs as described on the packaging. I tried both methods of securing the load on two different occasions and neither worked to provide any protection for the load. When I returned the product to the store, the store associates would not refund my money because they stated they didn't even sell the product I bought. When I took them to the product on the shelves, they told me I was using the wrong type of vehicle and I was not securing the load properly. When I informed them of the methods I had used, they told me they could not resell a product that was already opened. I was willing to take store credit for the product, but the store associates refused to provide any type of customer service or resolution for a non-performing product.

Product_Or_Service: Truck Web Net, Large Size, 80"

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Please refund $53.32 to the credit card used for the large cargo net returned on 06/18/15 at 3:20 PM.

Business

Response:

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our Central [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and a refund for the purchase was issued to her.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 received an email with a late notice from my storage unit with U-haul. I was concerned because I have never been late and have never had issues with them withdrawing from my account. I contacted the store ([redacted]) and spoke to Ariel [redacted] ethe apparent manager, and asked her to help me with my account. I explained the issue going on and she informed me that because it was an issue with my bank she would not be able to waive the late fee. I explained that I didn't understand what happened and they should waive the fee as a courtesy bcause I have never been late and I was willing to make my reg payment. She would not help so I asked for her managers number which she hesitated to give me at first. She finally gave me a random number that apparently was her DM's phone number but that led to a lady answering who could not help me because she was indeed not a District Manager. (number given was to a different store [redacted] I called my bank as well and verified if a payment intended to go trough with my debit card and they confirmed that U-haul did not even intend to withdraw. I was informed my a bank rep that if u-haul tried to withdraw and the payment was declined the banks system would show. I called Ariel again and asked her for corporates number and she insisted that they would not help me and only direct me back to her. I advised her that I would have to issue a complaint and she stated "Wow only for fifteen dollars". I explained to her that this is exactly how I feel about their late fee. They could not waive this charge for a loyal customer who has no fault that the Company did not send the payment through the account.Desired Settlement: I am asking that this late fee be waived as soon as possible and that I do not get penalized for my account being in default.

Business

Response:

January 26, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Arielle [redacted]s, our GM for our U-Haul Moving and Storage of Pasadena, followed up on the information Ms. [redacted] provided. She informed our office she waived the late fees on Ms. [redacted]’s storage account.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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: It is illegal to falsely advertise and confirm a product, then do a bait and switch to the customer who was expecting the product reserved online, but was issued a different trailer size at pickup. The customer service and advertisement was extremely poor because I was not informed the '6X12" trailer was unavailable when I responded to the initial confirmation reply by calling the number provided and speaking with a U-Haul representative on January 15, 2016 after my online reservation. As a matter of fact, I was not informed the 6'X12' trailer was unavailable until I arrived at the designated location at [redacted] Fulton [redacted] for pick-up. The U-Haul employee sat in a chair and processed the transaction as he instructed another employee to perform the physical labor, then the U-Haul employee sitting down requested the other U-Haul employee bring him the trailer identification number. Instead of a 6'X12' trailer I received a 5'X10' trailer which caused an undue burden on me. Upon arrival for pick-up I was informed the largest trailer was a 5’X10.’ The employees appeared to be extremely lazy in their job duties. For instance, the U-Haul employee requested I back my truck as far as possible to the empty trailer then he put it on my hitch. Another example of laziness was during drop off the employee requested I back the trailer into the designated space. I declined to fulfill his request because I had disconnected everything and more importantly it was a safety hazard because the parking lot was not conducive for other vehicles entering and departing the lot. Please be advised the smaller trailer caused an undue burden because I had to make additional trips towing items. The appearance of the '5X10' trailer was extremely poor because the interior of the trailer was unclean, very old, and damaged! I recommend the haul location be shut down and trailers are upgraded to the most current style without any highly visible physical damages.Desired Settlement: As a resolution to my issues with customer service, advertisement, and the product I request a full refund in the amount of $40.61 for the total rental cost of a tow trailer contract number [redacted].

Please send a written confirmed reply confirming your decision to my desired resolution.

Also, I request you mail the refund to my home mailing address at [redacted]

Business

Response:

January 25, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]John H[redacted] our President for our Atlanta West Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our GM for our U-Haul at Fulton Industrial spoke to Mr. [redacted] and offered his apology. Mr. H[redacted] acknowledged we dropped the ball with the cleanliness, but this U-Haul trailer is still very road worthy. Mr. [redacted] was in fact called due to the change of equipment size but we could not reach him. Our Traffic Department spoke to our GM about this after they could not contact Mr. [redacted] and suggested if the 5X10 trailer was not large enough that they could locate a 6X12, although further away. Mr. H[redacted] stated this was not a “bait and switch” and they in fact did their best to accommodate Mr. [redacted] The refund for $40.61, which is a full refund for the trailer as an adjustment on his rental, should post on Mr. [redacted] next M[redacted] credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria [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 1[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. Additional information in the response was inaccurate and untrue because I never received a call due to the change of equipment size via telephone from a U-haul representative between the time I completed my online reservation, received a written guaranteed reservation for a 6X12 via email, and arrived at the designated U-haul facility for pick-up. As a matter of fact, as mentioned in my complaint I was not informed about a change in the size of the equipment during my telephonic discussion with a u-haul representative when I called the preferred pick-up location (Harveys Emissions 792 Veterans Memorial Hwy Mableton, GA 30126) contact number [redacted]) that was listed in my initial email guaranteed confirmation.

Regards,

Review: This has been absolutely ridiculous and unprofessional. I reserved a uhaul for [redacted] which is ab hour away. They called and told me that there wouldn't b one, but there would be one in Tioga, two hours away. We almost got there and called ahead and they didnt even have one there. So we were told there would be one available in [redacted] the next day at 10am. We call at 10 and they dont have a uhaul within 200 miles of us. I was supposed to leave yesterday. Couldnt. Now it looks like I wont even he leaving today. It costs 80$ a day to stay. Were looking at 160$ if not more, that you have cost us, plus $20+ dollars in gas. This is my first time using uhaul and has been an extremely stressful and unpleasant experience. And it hasnt even resolved yet!Desired Settlement: I would like to be refunded the cost it has been for us due to inaccurate information provided to us. Either discount the trailer we will be getting or a refund. This doesnt even account for all the stress and inconvenience this has been on top of moving.

Business

Response:

February 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted] Joe H[redacted] our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message explaining he issued a refund for $180 back to her [redacted] account. The refund should post on her next credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: I rented a truck & car trailer on the 07/Aug so I could move from Merritt Island to the Ft Lauderdale area. I called to schedule my appointment so my car could be inspected but was told that it would not need to be since it was going on the trailer and not just being towed.So... I received a message from this location, from Tony on Friday 28/Aug @ 20.03 stating that he need to speak with me. That was it. He did not state anything else, plus he called after the office had closed. See the attached Google Voice log showing his call and what he said.As I did not get the message, and even if I did they were closed, until later that night I assumed it was about the car inspection. So I dismissed it.Saturday, 29/Aug I got up at 02.30 and drove to Merritt Island. I finished up some packing and headed to this U-Haul location around 07.30. I get to this U-Haul @ 07.45 and I wait in line as there were to ladies before me finishing up their rental, and the driver could not find her driver's license. Then another lady came in and was waiting for her turn. Then it became my turn...I stated who I was and what I was there to pickup. Tony then stated to me that he was hoping I was not who I was as he rented my truck and trailer and there was nothing to give me. He asked me to wait a minute as he called he depot to see if there was anything in the surrounding area. He had the lady on speaker so we all could hear. And sure enough... There was nothing for two counties. Hello, it was the end of the month. Of course there was nothing!Tony then gets off the phone and proceeds to tell me that he called me over five (5) times the day before to tell me that he would not have a truck for me. I informed him he was incorrect. He then became pissy, and stated, "Are you calling me a liar?" I stated, "Yes! As the number you have for me is a Google Number which records and logs all calls, whether you leave a message or not." I asked him if he would like the proof that he was a liar, and the fact

Product_Or_Service: 10' Truck with Car Towing Trailer

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

that he called after the office was closed. I also called him a coward!So because of this, I had to find other arrangements which has now cost me an extra month's expense at my old flat to the tune of $475.00. Plus the power of $14.41.I called and got a complaint code for my $50 but no one has ever called me. It is: [redacted]I want the $50.00 for the no rental and I want the $489.41 it has cost me in having to keep my flat a month longer due to

Business

Response:

September 24, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Sakiya R[redacted], our Executive Assistant for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided. She informed our office our GM for our U-Haul Moving and Storage of Cocoa has made at least two separate attempts to reach Mr. [redacted]. He left messages requesting a return call to personally address his concerns and offer a resolution. He hopes to hear back soon if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

To AllMy rebuttal is:I was offered nothing. What I got was a phone call from Tony! The same employee that called me a liar, stated I was "full of crap", who changed my reservation 8 times without my knowledge and then who had the nerve to call me on that day and tell me that since my reservation was not cancelled, he was going to charge me a $50.00 cancellation fee!!Plus, I asked to be contacted via email when I filled my complaint. I am not speaking with Tony. There has to be someone else who can assist me. I do not trust, nor respect a liar. I know there is someone over him. When I moved into the area he was being trained by the actual owner of that location.[redacted]

Business

Response:

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Michael H[redacted], our Field Manager for our Eastern Florida Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] but reached his voicemail. He left a message with his personal cell phone number as well as his email address. Mr. H[redacted] would like to speak to Mr. [redacted] to personally address his concerns.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: I rented a UHAUL truck from Philadelphia on 6/28/14 which was used to transport storage from the Philadelphia, PA to Aston, PA. The contract included the truck rental for a 24 hour period with unlimited miles. The employee had promised me the receipt would be promptly emailed to me when the truck is returned. The truck was returned the following day 6/29/14 on time. The receipt was never received. Two months later, I was charged $97.07 on my credit card. The receipt stated that the truck was returned on 7/1/14 and I was being charged for the two additional days. I immedetialy called UHAUL and stated my concerns. A week passed, I finally received an email from a UHAUL rep stating that they had made an error. The mail is shown below:

"Good Morning,

We would like to apologize for your inconvenience. After reviewing your rental contract we do see a charge for additional days. Because it was en error in Our part we will issue a refund for the amount billed to you. This has been refunded to the credit card on file, Please allow 3-5 business day for processing."

Now, another month later I'm being charged $38.36 for a service I never requested or authorized. UHAUL has been illegally charging my credit card.Desired Settlement: UHAUL has been extremely unprofessional with their conduct. Please help me settle this dispute so other customers do not share the same fate.

Business

Response:

November 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our President for our [redacted] Office, followed up on the information [redacted] provided. He informed our office the extra days were refunded in the amount of $99.43 back to [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Unfortunately, the problem is still not resolved. I was charged again for the amount of $32.36 on 8/27/14 from location U-HAUL-STG-CHESTE [redacted], PA. This is the same location where the problem first occurred. I have not visited or rented any equipment from Uhaul so this charge is fraudulent. I have attached a snapshot of the charge that was posted to my credit card for your convenience.

Regards,

Business

Response:

September 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Office, reviewed the recent comments Mr. [redacted] relayed to your office. She issued a supplemental refund in the amount of $32.96 as requested back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made an order on the phone to ship my moving boxes from VA to TX.

I was told on the phone the total is $1609.57, but they charged my credit card for $1811.03.

I called U-Haul customer service several times and sent a couple of emails to request the refund of the $201.46 that I got over charged. Every time they say they will have to hear the recorded first call to make sure and get back to me, but they never call me back. They didn't even reply to my last email.Desired Settlement: I request at least a refund for $201.46, which is what I got charged extra.

Business

Response:

September 18, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement. [redacted], our GM for our U-Haul Moving and Storage at Airport, followed up on the information Mr. [redacted] provided. He informed our office a refund for $100 for two days later delivery was issued on August 24th. The refund should post on his next Visa credit card statement if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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.

No refund was received from the $201.46 I was overcharged.The refund of $100 is for a separate issue. The $100 refund reason is due to delivering the U-Box two days late ($50 per day as in U-Haul policy). It is clear on the phone call (when I placed the order), recorded by U-Haul, that I was told the total is $1609.57, but they charged my credit card for $1811.03. Further notes: I requested a copy of this recorded call, but U-Haul did not provide me with it. U-Haul clearly states that it records the phone calls to the customer service and it I need a copy I should request it.

Regards,

Business

Response:

October 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customers [redacted] and [redacted].[redacted], our Executive Assistant for our Richmond Regional Office, reviewed the recent comments provided by Mr. [redacted]. She informed our office she spoke to Mr. [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund in the amount of $230 for being quoted a different priced. She also explained he received a $100 credit for the boxes being delayed by our shipper. Mr. [redacted] relayed his appreciation for the resolution.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: We had a U-Haul truck reserved for 4:45 PM on Friday, May 29th. On Thursday I called and asked if the truck was going to be available at 9 AM for pickup. They said it would and that we could pick it up then. I scheduled movers to arrive at 9:30 AM. At 9 AM I dropped my husband off at U-Haul to pick up the truck and no truck. The man working said it was scheduled for 4:45. When my husband explained that I had called and they said it would be there at 9 AM he said there was no record of our phone call (convenient) and that there was nothing he could do. Now, here's where it gets maddening. I called corporate U-Haul to try and get some help with our situation. The first woman I talked to said the U-Haul was scheduled to arrive last night but the people didn't get it back on time and that's why I couldn't get it at 9 AM as we'd planned. The second man I talked to said it was rented all day today and that it was always scheduled to get back at 4:30 and that's why we couldn't have it until then and the people at the U-Haul store had given us the wrong information. When I confronted the difference in their stories he said his was correct and there was nothing he could do. He then went on to say that it wasn't U-Haul's fault and that since it was essentially franchised to another place there was nothing they could do for me and I was basically out of luck. I'm getting different stories from everywhere, everyone is blaming someone else (even other customers!) and I have no idea what the real story is and who is telling the truth.Desired Settlement: We would love for U-Haul to credit us something for having movers here for nothing based on something we were told and wasn't fulfilled. I also would love for them to stop trying to avoid blame and lying to their customers. Finally, it makes no sense for U-Haul's name to be all over something but for them not to be able to do anything about a customer complaint. It's a horrible business model that they seriously need to re-think.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], our Executive Assistant for our West Sacramento Regional Office, followed up on the information Mrs. [redacted] provided. She informed our office she reviewed the details on Mr. [redacted]’s reservation. An email was sent with the pickup time and location. She mentioned they have no record of ever having the equipment available at 9:00 AM and was never going to be available any earlier than the scheduled 4:45 PM. This is the information that was emailed to Mr. [redacted]. When our Reservation Manager was made aware that Mr. [redacted] anticipated obtaining the equipment earlier, he called our previous customer to see if it was possible to return earlier. Although our previous customer hurried as much as possible, he still could not make a morning return. Mr. [redacted] was able to rent the truck and auto-transport as requested. We show dispatch time was at 3:55 PM. Ms. [redacted] relayed she understands the frustration Mr. and Mrs. [redacted] experienced, however, we fulfilled our obligation.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 uhaul truck for a move from quebec to Toronto. Pickup was May 29. Uhaul changed my date to May 30, without notifying me, this was an admitted mistake. On May 29 I called them and they advised there would be no truck until June 2 "hopefully". I gave possession of my house today, June 30. I'm very stuck now and uhaul has an "oh well, nothing we can do" attitude. They won't woven attempt to help me, all they say is we have no vehicles. I have a copy of the reservation if needed.Desired Settlement: I need a truck!!

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Eastern Quebec Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. The U-Haul truck Ms. [redacted] rented was dispatched late, therefore, Mr. [redacted] offered to refund her the $50 Reservation Guarantee Fee and help with the second reservation from Toronto to Calgary, her final destination. Ms. [redacted] will be using the same equipment to Calgary at the same rate as the 17-foot truck. She was also offered extra kilometers and days. Mr. [redacted] provided his cell phone number in case she needs further assistance.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 made a online reservation with U-Haul in late June along with equipment (dollies and furniture pad) rental. The reservation was made with [redacted] which is at [redacted]. I got to that location before 8am and I was told that U-Haul contracts out thru them and thus they only have the truck only. They don't have and never did have any dolly or furniture pads like the website says they have. I was referred to an official U-Haul location which claimed they had the truck and a dolly but no furniture pads. I told them I had a reservation and I was referred to them by this other location. The clerk said it's on a first come first serve basis. I told them it doesn't say that on the website. There is a sign in the lobby of that facility that says equipment is guaranteed otherwise I get a $50 refund. I asked the clerk about the refund. I was told that only referred to the truck itself. I told the clerk that is not what the sign says. I later made a complaint with their customer satisfaction survey asking them to contact me. I was contacted by Micky Sayers - general manager. He stated correctly that when the reservation was made online it said "subject to availability". I am not disputing that point. What I am disputing is that U-Haul is misleading customers by letting customers make reservations for truck and moving equipment by referring them to locations that never provide these items to begin with. I also brought up the point that in the lobby of his facility a sign that says equipment is guaranteed otherwise it's a $50 refund. He said equipeent only refers to truck only. I dispute this. Equipment to me means supplies or tools. He failed to provide even though I had a reservation. There is no small print on the signage that says it's truck guarantee only. I told them I am taking this matter to the Revdex.com.Desired Settlement: I am requesting the $50 refund as guaranteed in his signage.

Review: I rented a trailer on Friday, June 14, 2013 at approximately 11:00 am for [redacted] Church. Our rental contract showed an 11 day rental with [redacted] coverage at $10 and a rental charge of $89 for a total of $99 with tax exemption due to renting for a church. Our receipt shows a SubTotal of $99, $0 rental tax, $0 rental deposit paid, and $99 Total Rental Charges (including Deposit), with a Credit Card payment of $99 and a $99 Net Paid today. No where on our agreement does it indicate that we would receive any further charges except an Extra Day Rate for the RV $20.00 per day. However, on 6/23, after the trailer was returned (almost 48 hours early), we received another charge for $280.50 ($29.95 per day for 10 days and $10 per day for [redacted] coverage) on our credit card. We (Regan and a co-worker familiar with the situation) contacted the manager of the store and were given a $100 voucher for future use and told we could not be refunded the money. We believe this is in error as our total was paid in full on 6/14 and nothing was given to us or communicated to us that there would be future charges. After lengthy conversations with other employees we were told that based on our contract we would not know about the extra charges but because those employees worked for U-haul they know how the system works and that people are normally charged. 3 calls and 2 messages were left for Denise (the local manager) to follow up with the situation and neither were returned as of 7/18 at 2:20 pm.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We would like the added charges of $280.50 refunded to the credit card used to rent the trailer. We would be happy to return the $100 voucher.

Business

Response:

August 8, 2013

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

[redacted] the Traffic Control Manager in our Chicago, IL Regional Office informed us a refund of the requested amount of $280.50 has been refunded to [redacted]'s [redacted].

Mr. [redacted] truly apologizes for this error on the return contract.

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:

Revdex.com,

Review: On or around 8/14/14 I followed a customer by the name of [redacted] to this uhaul location. I was contracted to load her heavy appliances and whatever she couldn't load onto the truck on her own. This customer rented a truck for her moving from this location. I did not authorize anyone in or at this location to list me as a driver, emergency contact anything of that nature on this persons rental agreement. I have rented from uhaul for almost 10 plus years and have never had an issue. As a business man I tend to rent from uhal a 6x12 open trailer with a ramp for my business purposes. Never a truck. It is our practice... if a customer ask us to assist them in moving. They rent a truck or what ever they will be using to move. We do not drive for them or rent any equipment for them. We go and load it and that's the end of our job. We do not unload any trucks. We are an appliance business . Not movers. I am in no way affiliated with this person. I was put on her agreement with uhaul. I guess because I was standing there and the uhaul people at this location know who I am because... once again I choose to use this location a[redacted] with the fountain st. location quite often for my business purposes. To make a [redacted] story short. Because of this incident. I am no [redacted]er able to rent my trailers or anything else from uhaul for over a year and I have never had any problems before. I was in on several different occasions to pick up a trailer and was denied. Due to my being on some form of E Alert. I spoke with the manager around sometime ago. but obviously this issue was never resolved. I have never owed uhal any money and I always extended my time on my rental when I needed to do so. Now they are saying I owe them 6 thousand dollars for someone else's rental. When I sign a rental agreement with uhaul they have a credit card be[redacted]ing to 1 of my businesses or my personal credit card information. Because I walked in with someone doesn't make me liable for their actions.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to be taken off this E-Alert So I can continue to conduct my business and I would like to be able to rent my 6x12 open bed trailers with a ramp from uhaul for my business like I've done for 10+ years prior to this incidence with this customer and I would like my name cleared of any wrong doing or owing of any monies to this company. I do not want my credit score affected due to the fact that uhal is saying I owe them 6,000.00. beca

Business

Response:

August 26, 2015

Review: U-Haul Issue

On June 11th, I ordered a 26' truck for a move from [redacted] to North Carolina scheduled for June 27th. I had myself driving the truck when at the last minute, we decided that I was not going to drive but my fiancée was going to have some drive for him. The price quoted for this trip was 631.00, with a request to pick-up near his home on either [redacted] or [redacted]. and this was on the notes.

On that Thursday, my fiancée received a call from [redacted] telling him he had to go to [redacted] Maryland, which is in in another county/city. This was way too far for someone to pick-up this truck. I don’t know the whole conversation but he called me to let me know that they told him that he had to go to [redacted] to pick up the truck and someone is going to call him back to get issue resolved.

[redacted] called him back and I don’t know what was said to my fiancée but they somehow agreed to a 20’ for 600.00. That was not a deal for the truck especially since the 26” was 631.00 but my fiancée said he didn’t want to argue; he just wanted to get his things here in the state of North Carolina.

“Now’, I had to pay additional fees because I had to get a hitch installed on my car and then had to get a trailer to get the rest of his belongings. The original truck that I initially ordered would have been the correct size to get

‘ALL” his belongings to North Carolina from [redacted] in one trip. But since someone altered from the notes in the system and ignored my request, we had to spend additional money, which is being taking away from my wedding, to get his belongings here.

I feel, U-Haul should compensate me for the additional charge because of the employees’ negligence. I could not have been any plainer when explaining my situation on what we needed to do and get this done correctly. This has truly been a burden on the both of us and the additional money that we have to put out for the hitch and the trailer should be reimbursed.

Your company has truly tried to make my wedding a disaster, since I am taking the funds from our wedding to pay for this. I feel when you have a contract; it should be honored to the letter. Read your notes in the system and reimburse us the $600.00 which is the additional money needed to complete this move. I feel I was incorrectly charged for the 20" AND because of not giving me what I ordered and requested has cause me more money.Desired Settlement: I feel, U-Haul should compensate me for the additional charge because of the employees’ negligence. I could not have been any plainer when explaining my situation on what we needed to do and get this done correctly. This has truly been a burden on the both of us and the additional money that we have to put out for the hitch and the trailer should be reimbursed.

Your company has truly tried to make my wedding a disaster, since I am taking the funds from our wedding to pay for this. I feel when you have a contract; it should be honored to the letter. Read your notes in the system and reimburse us the $600.00 which is the additional money needed to complete this move.

Business

Response:

August 26, 2015

Review: We trusted Uhaul to provide a reliable truck to move us in a time and budget sensitive manner. The truck we received broke down in the middle of a very busy and dangerous interstate roadway on the start of a mountain pass. After hours of waiting on the side of the road it was determined that the truck had not been properly maintained and was not repairable. Hours later a tow truck arrived to tow the truck. We had to hire another company to complete the move and were charged extra for not being moved out on time.

After attempts to resolve this horrible experience with multiple phone calls and emails I was unsuccessful to resolve this matter.

Business

Response:

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