U-Haul International, Inc.

Review: I have an RV at u-haul for storage, there was an abandoned RV next to mine and they meant to auction off the abandoned one, but sold mine instead. They towed it away after breaking in and breaking the dashboard to access the ignition to hotwire it. All my valuables are missing, the generator is gone, the door has been broken into to gain access. They towed it away, and after realizing what they had done, towed it back and now they have offered a very low price to buy it from me. I went on line and found the same model for between 6 and 12 thousand dollars and they offered me $2200, with no consideration for the stereo, TV and other missing valuables. Please help me. they are still charging me storage and even late fees.Desired Settlement: I think it woiuld be fair to pay me halfway between the least and most expensive replacement cost, $8500

Business

Response:

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York regional office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] and addressed his concerns. He is aware his claim is being investigated by RepWest Insurance Company for resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Hello;

I did speak with Ms [redacted] and she indicated that Repwest will be handling the claim. I spoke with a Mr. [redacted] of Repwest on 2/24/2014 and he would like pictures of damage, as well as a list of missing items from the RV. Unfortunately, my entrance code to the storage area has been disabled and I have no access to my property. I was able to visit with a manager from U-haul named [redacted] on 1/25/2014 for a quick look and found excessive damage. The dashboard has been broken to provide access to the ignition, which was pulled out and wires disconnected in order to "hotwire" the vehicle, I beleive, causing much damage. The fuel doors and the generator compartment have been pried open and components are missing. The entrance door has been broken to gain access to the main living area. Inside, I found my possesions scattered about, and the valuables are missing, stereo, TV etc. The RV was towed on salt laden highways and is covered from top to bottom, and a hubcap is missing. I have been prevented from having access after the visit on the 25th. Mr [redacted] has made no commitment or offer of restitution. In the meantime, I am still receiving late payment and pre-lien notices with additional charges which I have paid on the January bill, but now I have had an additional late charge for February and only Ms [redacted] assurance that I need not be concerned. At this point I believe that the damages caused by U-haul and the auction winner may exceed the value of the motorhome, as they are quite extensive from what I have been allowed to observe, and for these reasons I am far from satisfied with U-haul's response.

Business

Response:

February 26, 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 Western New York regional office, reviewed the information Mr. [redacted] recently provided. She left him a message explaining he does have access to his unit as long as it is supervised. She has advised him many times before that he has access to the RV as long as he is with a U-Haul representative and was in fact escorted by our GM before. This is to prevent further damage being done or additional claims being made. His key code was disabled to avoid Mr. [redacted] from entering on his own. Ms. [redacted] left her office number in case Mr. [redacted] wished to speak to her.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

First, I would like to thank the Revdex.com as I have been unable to deal with Ms [redacted] without your assistance.

I have spoken with Ms [redacted] on two occasions recently, the first was on Wed February 12th at 2:56 PM. This was the conversation that drove me to seek the help of the Revdex.com, as I was unable to negotiate with her on any level. The next time was after she had received my complaint from the Revdex.com. She called and left me a message and I called her back on Wed February 19th at 3:08 PM, and it was only then that she agreed that I could as the damage to my property if escorted, therefore I find her claim that she advised me otherwise "many times" rediculous.

On 3/2/2014 at 4:05 PM I traveled to the U-haul location to take pictures for the insurance company, but I was denied entrance by the employee on duty, [redacted]. It is a 30 minute drive, and not convenient to me to have to make repeated trips, only to be denied access.I really don't want to take a day off work, I cannot afford it, but I will if necessary. I can't help but conclude that Ms. [redacted] tried to circumvent the insurance company initally and strongarm me into accepting her low-ball offer in order to cover her own butt, and is doing her best to derail my good faith efforts to come to a reasonable settlement.

In the meantime, I have been advised to ignore late fee notices, but I am still receiving late fee notices and Pre-lien notices, and they have now started to send late fee notices to my 88 year old Mother! My Mother lives 105 miles away and these upset and confuse her, I don't know why they would do such a thing. Please do not involve my Mother. I would certainly have an easier time to believe that I should disregard these late notices if the note to disregard the notices were in writing.

Thank you.

Review: I rented a truck to move on August 4, 2015 from your Boulder, CO store. A quarter of the way through the day the truck's electrical system failed. I was on a time deadline and had no option to call the store and I had to finish the day. I called the following day to complain. I received the following as a response:

"i appologies about any inconvenace that this may have caused you but we do provide a road side assistance numer that looks like there was no call to" from the General Manager [redacted].[redacted] There is no guarantee the truck will be fixed, nothing. This response is not professional and inadequate.Desired Settlement: A proper apology, and a guarantee that when I rent a truck from Uhaul to move my stuff again in two weeks that this will not possibly happen.

Business

Response:

August 21, 2015

Review: Was over charged by the rental company in the amount of $130.00. Additional rental day plus gas in 2007. I wrote a letter of complaint to U haul to dispute charges back in 2007and they put me in collections. I recall settling with the company back then, until yesterday, 8/11 /15, I received a Phone call stating their was a balance of $103.00 owed. 8/12/2015 I payed the remaining balance online: contract code#10083, payment confirmation #[redacted]. I don't keep receipts and banking invoices from eight years ago. The u haul

location is no longer in [redacted] so I am not able to dispute with the owner. Please helpDesired Settlement: Removed from any collections or credit report issues.

Business

Response:

August 22, 2015

U-Haul Moving & Storage of [redacted]
Rented me an unsafe truck. The transmission banged violently, the vehicle shook violenlyt due to a worn suspension and the drivers door would not close properly and opened on an interstate at highway speed while enroute to return the truck. The manager would not refund the rental cost, actually would not even return my calls.

Review: U-Haul rented me a truck in which the A/C failed once I was on the Hywy, the brake alarm went off and stayed on for a couple of hours. I drove the truck for 4 1/2 hrs without a/c in bad weather (rain) so had to drive with the windows open. Along with the 90 degree heat hywy noise rain coming into the cab, the brake alarm sounding off as well this was the worst experience in moving I had. U-Haul area manger offered a 40.00 off next purchase, really should I ever consider renting from them again let alone refer them to my family and friends? Plus the excess gas, driving with windows open.Desired Settlement: U-Haul should reimburse me for the truck rental 400.00 plus fuel 129.00

Business

Response:

Mr. [redacted], Senior Staff for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $100 as an adjustment on his rental that was issued back to his Visa account. The credit should post on his next Visa credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I spoke with the rep and was willing to settle with a 200.00 refund, This was to help for the fuel I wasted with open windows HYWY driving and the discomfort of 93 degree heat with no A/C after loading a truck and driving 4-1/2 hrs. He was supposed to get back to me which he never did.Regards,[redacted]

Business

Response:

Ms. [redacted], our Executive Assistant for the U-Haul Company of Orlando, reviewed the information Mr. [redacted] provided. She relayed they feel a fair resolution was made and informed our office a message was left for Mr. [redacted] advising him their decision on the matter remains the same. The $100 credit that was previously issued will post on his next credit care statement if not already.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

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.U-Haul has failed to meet me half way, as a result of there corporate GREED!!!!! There failure to provide a customer with a proper working truck resulted in a horrible moving experience. They should have actually refunded to whole amount. This shows me that 1. Mechanics do not properly check the trucks. 2. There customer service needs improvement, my reservation was a total nightmare, they expected me to go out of my way to get a truck when I originally reserved it for a specific time and place. They waited until the last day and I would not have found out, by them I called in to reconfirm my reservation, I will continue to boycott U-Haul and will express this through public sites, none of my friends will use there service. So again once again the corporate Greed!!!!! I know for a fact if the person who refused to meet me half way was in my position she would voice her self and want results. The money does not belong to you!!!! When you get laid off you will know how it is to cherish each penny spent.Regards,[redacted]

Review: May 26,2014 Rented U-Haul. Paid cash. Returned on time. Was due a refund. Went to pick up cash. Was told it was refunded back to Card on account. Refund amount 18 ,, Was not refunded to account. Called requested Regional Manager call me back. He called said we will send you a check and give you $20.00 for all your trouble. We will send you a check for 40.00. Check went out in June never got it. I have called the customer service line and they are a joke. They said each time I called address was wrong. I requested they reissue the check as I never got a Chechen they said they mailed. It has been over a month and still no refund. The go Uhaul number does nothing and apparently have no authority to help you. Please have them send me the 40.00 refund I was promised. Thank you. [redacted].Desired Settlement: I want $40.00 sent to me over night mail since I never have gotten it.

Business

Response:

July 26, 2015

Review: On 3/26/16 I rented a U-Haul for a one way move from New Milford, CT to Carmel, NY. The power steering didn’t work at all. When we completed our move we returned the U-Haul the same night to Diamond Truck Rental at [redacted] Place, NY 10505. We fueled the truck prior to returning it with MORE fuel than required. The location was closed so we put our keys in the drop box.

On 3/28/16 I received an email from U-Haul that I was charged $24.50 for fuel & $6.80 for going over my 41 allotted miles. I’m unsure how I was allotted only 41 miles for this move & I wasn’t told there was a limit. I called the drop off location & the man refused to refund me & stated there was significantly less fuel than there TRULY was. We made CERTAIN there was enough. I called U-Haul customer service after that & on 3/30/16 “Greg” called me & said the only way to refund me was if I provided the receipt for the fuel we put in, which I don’t have. If I’d known I was going to be scammed I would have kept it. I wouldn’t complain over a $24.50 charge normally, but I believe this may be common practice, as it isn’t a large amount of money. It seems they think most people wouldn’t go through the trouble. For me it’s the principle of the matter & I want the money back. I paid for the truck & the correct amount of gas. This is not fair.Desired Settlement: [redacted]I want to be refunded the money that was dishonestly taken from me.

Business

Response:

April 5, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Kathy L[redacted], our Executive Assistant for our Lower Hudson Valley Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for $33.61 was issued for fuel and the additional mileage. The refund should post on Ms. [redacted]’s next Visa credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International Tell us why here...

Consumer

Response:

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

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

Regards,

Review: I recently made an online reservation with U-Haul. Without any type of contact my reservation was cancelled. When I went to pickup my reservation I found out. I had to call the customer service to find a new location and new truck to rent. Unfortunately they had rented my truck out already and all in that size we're sold out. I had to go from a 15' to a 10'. I also had to go to a further location which resulted in more than doubling my mileage used. When I arrived at the new location to pickup the smaller truck I had asked the sales person working there a few questions as to which they would not answer or help. My few questions we're answered with "I don't knows." It was raining very heavy outside and the sales person asked me to wait outside for the truck where I proceeded to wait at least 10 minutes getting soaking wet from being outside. After finishing my moving which resulted in me doubling my trip thanks to the smaller truck I had to call customer service again because the place I was instructed to drop off the U-Haul off at had only a town and no street address. I asked the customer service rep on the phone where and when I had to drop it off. They gave me the address and told me I had until 4 to drop it off. When I brought the truck to the business the next day around 12 the person working there was probably 16-17 and he didn't know what he was doing. He called someone on a cell phone and asked them what he should do. Then instead of helping me refuel the truck to avoid the $4 gas charge which I used more gas thanks to the smaller truck having to make a 2nd trip but instead just told me I would get a receipt the next day in an e-mail. I checked the next day and I had an extra day charge, charged $48 for gas @ 4$ a gallon and over mileage charges. I had all these terrible experiences with one truck rental it's absolutely insane. I rented a U-Haul once before and had a much more positive experience. Not once was I apologized for any of my grievances but also charged for an extra day which I didn't have. It's not my fault the business didn't have over night drop off and also the customer service agent on the phone said I had until 4 pm the next day. I gave U-Haul a direct opportunity to speak to me about this through a live chat and then the live chat person directed me to send an e-mail to them which I never got a response on.Desired Settlement: Refund on incorrect charges and compensation for mistakes made/poor customer service given

Business

Response:

July 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Area Field Manager for our Northern [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good Morning [redacted], I hope all is well. I have been trying to reach you regarding your experience with Uhaul and the truck rental issue you had recently but have been unsuccessful. Please email me back at [redacted].[redacted] or via phone at [redacted] to discuss your experience and how I can help. Thank you. [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I 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 was planning to rent a truck on 6/11/15 for my move from [redacted] to [redacted]. I called a week prior to reserve this as well as storage, which was included with my truck rental. When I called the Friday before my move to confirm some details, I kept getting disconnected and transferred over and over and had to repeat my situation several times to different people. After the 5th phone call or so, we finally confirmed storage in Indy that has 24 access and they confirmed as long as we check in before 7p (their closing time), we can unload to storage after-hours.On the day of the move, I called one last time to confirm [redacted] U-haul, which all of a sudden was not the same location as we had originally reserved. Furthermore, the lady who answered the phone stated we must we done and out by 7 as that location did not have 24 hr access. At this point I was extremely confused as to why 5 people at U-haul I had confirmed location and hours and all of a sudden everything had changed and we had to rush. En route to Indy, I was on the phone for about 2 hours with U-Hauls 800#. Every person kept just blind transferring and hanging up on me, having me to repeat my situation to about 10 more people. Others had transferred me to voicemails as well. I thought I had finally reached someone who finally seemed to be able to help me. We were on the phone for 20 minutes, then all of a sudden a new person was on the line, having no clue why my call was transferred to her. The most recent lady I talked to was able to confirm a 24 hour storage and availability. Moving is stressful enough, but what makes it 30 times worse are incompetent employees who get paid to just transfer and hang up on customers. The service I got from U-haul was just disgusting and embarrassing. No one wanted to help. I talked to about 15 different people for the simplest task. [redacted] at the [redacted] location claimed he had filed a complaint on my behalf but its been almost 2 weeks and Ive never gotten a reply.Desired Settlement: My total costs for truck rental and gas equaled to about $400. Due to the tremendous stress and horrific service, I have 2 options:Either refund me half of what I paid or reserve me a truck with 2 helpers in about 3 weeks, at your expense, for when I will be moving to my new apartment.

Business

Response:

July 8, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. He left a message for Ms. [redacted] offering his apology for each issue she experienced on the phone and with getting storage and dropping off the rental truck. He requested a return call to personally address her concerns and would like to offer her a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He hopes to hear back soon.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 have had my storage unit at Uhaul of Manassas Park for several years. The problem has always been with their "late" billing practices. Per my original agreement with Uhaul, I would be billed a late charge of $15 three days AFTER the due date and then a second late fee 15 days AFTER the due date.

Just this past month, with a due date of January 27, (by the way, you cannot pay your bill online BEFORE the due date so if you are traveling, you're kind of in a bind) I went to pay for my unit on February 10. By my calculation, the 10th of February would have been 14 days AFTER the due date. This is NOT 15 days after the due date. So why I acknowledge the first $15 late fee charge to occur on the 30th, the fact that I was charged again on the 10th is utterly against Uhaul's own policy.Desired Settlement: I would like a refund of the $15 late fee assessed on February 10, 2016.

Business

Response:

February 26, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]

Vernon R[redacted], our Executive Assistant for our Northern [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and thanked for bringing this issue to our attention. It was determined this was programming error that has since been addressed. Ms. [redacted] was also informed of a credit for $30. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Consumer

Response:

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

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

Regards,

Review: When I ordered the Ubox service from UHaul, I was very interested in their guaranteed 9 days shipment across Canada. It took me, however, 27 days to receive my stuff being shipped by them. I tried to contact UHaul several times to inquire the status of my Ubox shipment after 9 days since the returning of the loaded Ubox to UHaul, but I could not reach any responsible person. From time to time during that period, UHaul kept sending me emails with changing dates of delivery. I was so desperate and not sure whether I would receive my stuff at all!

Product_Or_Service: Ubox

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Since I myself could not reach the service provider, I would appreciate that if Revdex.com can help to enforce the fulfillment of a promise made by the service supplier ? Uhaul, i.e., $50.00/day refund for each day exceeding the guaranteed delivery time, which is said maximum 9 days within across Canada. That is, in my case, a total refund of $50.00 x (27-9) = $900.00. I hope that the voice of a client like me could be heard and may eventually help improving the service qua

Business

Response:

February 1, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Tamrat M[redacted], our GM for our U-Haul Moving and Storage of Ottawa, followed up on the information Mr. [redacted] provided and sent him the following email in response: Good morning Mr. [redacted], Thank you for contacting us regarding your UHaul rental in September last year. As you can see in the attached file, the UBox arrived in Dartmouth, NS 3 days before its due date. You did receive an automated email when the box was shipped and when it arrived. I do apologize if there was any inconveniecne at the destination location. Thank you Tamrat M[redacted]e General Manager U-Haul U-Haul Center of Ottawa [redacted], ON k1k 2c5 phone: ###-###-#### 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:

Dear Sir or Madam,I am very grateful to you and your efforts in resolving this issue. Thank you. Unfortunately, my issue is not resolved yet. Your continuous help is highly appreciated. For your information, I attach my response to UHaul email as follows. So far, I have not heard anything from them. Dear Tamrat M[redacted],

Review: Uhaul knowingly rented me a 26' truck with broken Air Conditioning on a Florida 100 degree day. I drove away and gave the truck some time to work. I called the Uhaul back and told them the truck had no a/c and it was to hot out to load this huge truck, drive it for two hours and then unload it. The uhaul rep told me to deal with it and I could call the 1-800 number to complain. I had to deal with this situation and after I returned truck I called uhaul to complain. They opened a case and said someone would call me back within 3-5 days. No one ever called so I called uhaul back. This time uhaul said someone had wrongly closed the case and opened reopened the case. Once again they told me someone like a district rep or someone would call me within a few days. Again no one has called and as a last resort I am now filling this complaint with the Revdex.com.Desired Settlement: FULL REFUND

I feel I was rented a bad truck, called immediately and was told to deal with it.

Then called Uhaul twice with two case openings and no representative ever calling me back.

Now filling this. I have spent countless hours on the phone with uhaul and dealing with this issue with no customer service help.

Business

Response:

June 8, 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 [redacted], ** Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and given another truck at a discounted rate of $60.00.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Regarding the burglary and theft from your property,four SWRINGS were present in storage unit# 226 at the time,with a wholesale valuation of $1980.00. The Airway Heights Police report# [redacted] indicates this activity took place some time ago (you stated to me about one month) yet no effort was made to contact me,and I have been a customer of Fairchild U-Haul for years. This breach of time denied me the opportunity to file an appropriate and timely report or replace missing inventory for filling new orders. Fairchild H-Haul and Storage rented out my violated unit to another customer whose lock was in place when I arrived to pick up a Swring for shipment. You,[redacted], called the police but did not join Officer [redacted] or myself at the storage unit so it could be inspected. Officer [redacted] called you at the office from storage number 226 and asked you to come and unlock the unit so we could determine that no Swrings were inside. I heard you shouting over the police radio. Officer [redacted] related to me you were refusing to open the unit.Desired Settlement: see Attached document

Business

Response:

July 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding Emory [redacted]’s concerns to our office for review.Please be advised that the storage location involved is not owned by U-Haul. This location does rent U-Haul trucks and trailer but the storage part of the business is not U-Haul. Please refer Mr. [redacted]’s concerns to [redacted] for resolution.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Uhaul/ UBox was supposed to deliver according to our contract all of my belongings on Jan. 27 2016 as of Feb. 1 2016 they have still not delivered. There was no initial call on 1/27/2016 in the afternoon we called and were told in would be in the next day. The next day we were told the delivery date had always been 1/29/2016 by customer service at [redacted] I offered to e-mail a copy of the contract, and was told Daryll would call, he did not. Next I spoke to Elinor regional office mgr. for [redacted]. All of these calls were on Jan 31, 2016 a full five days past contract schedule. Everyone else except the woman in customer service agrees that 1/27/2016 was the agreed upon delivery date. Elinor connected me to Sam the GM in Tempe Az. Who guaranteed me the box would be in today 2-1-2016 between 9-1am. Late morning they said it would not be in until 1-3pm and would not be available until Feb 2 2016. I called this afternoon to speak to Sam he was unavailable. I asked to speak to someone higher up Dianne transferred me back to Joyce in [redacted], who gave me the traffic mgr name of Jason L[redacted]. I was told he would be tied up for a LONG time? So I asked who his boss Jillian said Andy and that he was out of the office. So I asked for his bosses name Jeremy at [redacted] the phone rang and rang then I would get a busy tone l tried for about 30 min. So we believe they may not even have the box.Desired Settlement: Immediate delivery of the box and more than the contract compensation for expenses incurred, an apology wouldn't be out of line!

Business

Response:

February 12, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customers Stacy [redacted] and Allison Pecora, whose name is listed on the rental agreement. Darrell S[redacted], our Gm for our U-Haul Moving and Storage of Salisbury, followed up on the information Ms. [redacted] provided. He informed our office a refund of the shipping contract has been issued to Ms. [redacted] The refund for $1734 should post on their next [redacted] credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: After reserving a truck through their customer service via their 1800 #, I showed up to the location and there was no truck....that was 3 hrs on the road wasted....took me numerous calls, 18 at least for them to finally find me a truck and had to drive an additional 4.5 hrs to get that truck. That's over 7 hrs of driving to pick up a truck....get the truck....get it loaded and as soon as we left my home to fuel the truck we open the hood to check it out there was no oil in the truck....on top of all we had to deal with we were given extra mileage by a manager and when we dropped off the truck the extra mileage was not applied although it took us hrs just to get to my home to start the move, we were told we had to pay what they overcharged us to be able to drop the truck off...I called to make a complaint I was treated poorly, I called for the number to corporate office I was hung up on. Finally I spoke to someone, that was followed up by a customer advocate whom took all of my info an assured me someone would call and resolve the way I was treated. Not to mention I have been a customer of uhaul for 14 years. The manager who called me, kristy pierce, assured me driving over 7 hrs for a truck was not out of the question since they never set a location for me to pick up....even though there wasn't a truck for me on my first trip had to make two just to get a truck....and drive as long as I did. I will not use this company again and the way they treated me is completely unacceptable.Desired Settlement: Refund!

Business

Response:

August 23, 2015

Review: In the very beginning of July 2014 I placed a reservation for a 4x8 trailer to be picked up on July 31, 2014 for 7am. This trailer was rented to be used to move from NY to FL. As recommended by employees at the location I placed my reservation, [redacted] I was advised that the best time to place a reservation was weeks in advance, which I did, so that I am guaranteed the day and the time that I wished to pickup my trailer. As the time neared my departure to FL I called the Uhaul location on 4th avenue to verify that the pickup will be ready at which point I was informed that my trailer will only be available at 11am. At this point we called corporate Uhaul to complain where they further contacted the location and attempted to reestablish the time we originally were promised as we made a reservation nearly a month in advance to avoid such issues. Again, the next day (the day before pickup) we called again to check on the status of the pickup and this time they told us its going to be ready for 2PM!! After calling the location over and over to reach someone we got in contact with numerous individuals at this location who were absolutely utterly rude and provided by far the WORST customer service I HAVE EVER experienced in my life; raising their voice, calling me names, hanging up the phone. I spoke with two different supervisors and they too were creating the most uncomfortable experience for me and my family. Further, trying to communicate with them became horrible and difficult as I could even get an explanation with them constantly hanging up the phone each time I called back again, they argued with me that now the time will change BACK to 11:15AM. After numerous attempts to get this resolved we waiting until the next morning which I went to the location at 7am to get my trailer pickup. Ofcouse they did not have anything ready for me even though I placed reservations a month in advance,something they personally advised me to do. Funny as it was, there were four 4x8 trailers parked right outside in the parking lot and when I asked why I could not take any of those since my reservation should have had one ready, they told me "that is not for you, we're not giving you any of those trailers, if you want one you have to drive yourself (to another location across the entire city) and get it yourself or wait until we decide to go get it for you". Those were the very words of the rude and disrespectful employees you have working at this location. Being a loyal customer for many years and still trying to keep ties with this company I cannot believe how indescribable behavior they were all presenting. Still arguing with these people, I had no choice but to drive across town, waste my gas and time to go pickup this trailer since I had to be in Florida the next morning at a specific time. I went out my way to go above and beyond what any employee should have done for me, made reservations extra early to avoid problems and STILL this location managed the make this the WORST experience ever. They definitely need new management and employees, none of those people deserve to be customer service representatives.Desired Settlement: Not only has my reservation not been accurately promised to me and kept as it should have but I had to experience rudeness and utter disrespect, I do not simply want a $50 credit or any coupons, this situation has been so horrible I want nothing to do with this location and I want a FULL REFUND of all the money I paid for this trailer. The ENTIRE $706.72 that I paid. I don't care that this is a company loss, the location should suffer. I was not the only person there with issues or the only person treated like an it!!!

Business

Response:

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

[redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] and attempted to apologize for the inconvenience he experienced. Mr. [redacted] relayed he did not want her apology or to speak to her and disconnected the call. Per Mr. [redacted]’s rental contract, he picked up the trailer at 10:23 am on July 31st. Ms. [redacted] issued him a refund for the $50 Reservation Guarantee Fee because we were late on providing him with the trailer. The refund was issued back to Mr. [redacted]’s [redacted] account on August 18th and should post on his next credit card statement.

Please be advised that Mr. [redacted]’s situation does not warrant a full refund for the rental fee. He completed his move as contracted. However, as we value Mr. [redacted] as a customer, Ms. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

This company and this supervisor are employed by a corporation that should stand on professional grounds. The supervisor whom called me can apologize all she wants. She is just about the 10th person to give me an apology. However, their apologies mean absolutely nothing. This company, and particular location will operate just as horrible as it did before, same way it will continue to do so; no matter how many complaints are actually filed. This isn't simply about my reservation being moved over. This is mostly about the reason why this location operates as they do... Creating reservations weeks and months in advance for people and still falling behind, treating their customers like their a piece of crap, calling them names, hanging up telephones.. If thats how they want to do it, customers like me can do it right back. But I will not allow to be treated this way like I am some sort of animal or worse. I was neglected and disrespected from the moment I made my reservation to weeks later when I was suppose to pick up my reservation. I specifically went through the headache of placing reservations extremely early because I had to drive cross-country to reach my destination by a certain day and time or else I would be homeless for a coupe days. I had to drive cross-country trying not to risk my life because I had to obey the posted speed limits, especially of the trailer, while still needing to reach my destination on time. I was put through headaches, and this is the third time at this very location I had to go through something like this, no matter how many times I complain, they continue their disgraceful operations of this location. Also, if this location was behind on schedule and reservations then THEY should have been the ones getting other trailers from other remote locations, instead of looking at me, raising their voice to myself and my wife, to tell me that I of all people had to drive across town to get a trailer if I wanted it, "or else you're just gonna have to wait because neither of us are going through that trouble", the very words of their employees who should all by the way be fired, that location should be SHUT DOWN! I have worked and experienced various retail services and NEVER in my life had I been treated so inhumane! $50, nor does $100 make up for the headache, stress, travel, gas, AND time that I had to go through. Therefore, I am demanding a FULL refund of my money, because the $150 that this supervisor is giving me I WILL NEVER use it again at Uhaul. I am literally, leaving a company like this who is not loyal to their customer. Therefore, I want a FULL refund back to my credit card because I REFUSE to use their services ever again!

Regards,

Business

Response:

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

[redacted], our President for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] provided. In addition to the refund for the $50 Reservation Guarantee Fee, we acknowledged the inconvenience we caused Mr. [redacted] by issuing him a VIP Certificate for $100 in the hopes he will allow U-Haul to redeem itself in the future. We realize there is never an excuse for rudeness and Mr. [redacted] has assured our office the situation will be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. As I explained in my last response, Mr. [redacted] used the U-Haul equipment to complete his move, therefore, Mr. [redacted] relayed that a full refund is not warranted and our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: June 30th, 201*

To Whom It May Concern:

My family recently moved from [redacted] to [redacted] and chose your UBox system to move our household items. We chose U-Haul and the Ubox system because of the wonderful reviews online. The reviews stated that it was an easy system to utilize with friendly customer service. This was not the experience we had with any part of the process and the entire service was a complete and utter nightmare from beginning to end.

A reservation was made on May 23, 201* for two UBoxes, UBox insurance for boxes, self-delivery, and shipping to [redacted]. Our order number was [redacted] and was for the total $1387.80. We also verified our vehicle through the U-Haul website to insure that we had enough towing power. We opted to pick up our UBoxes at the 3500 [redacted] location in [redacted]. We called this location on June 11th to confirm our reservation. The lady that answered the phone couldn’t find our reservation anywhere, even when we gave her the order number. She still couldn’t find any trace of our reservation and so we made a reservation over the phone with her for the same items and amount. We also verified our vehicle over the phone with the same lady and asked if we needed anything else. She then informed us that we needed a ball for our hitch in order to pull the trailer. She quoted us $9.95 for the part we needed and we asked to have one set aside for us.

We went to the 3500 [redacted] location on June 15th at 9 am to pick up our reserved items. When we arrived not a single item from our reservation was ready for us to use. They then informed us that the part we needed for our verified vehicle was not $9.95, as quoted on the phone to us, but $*9.95. Then we were told that we had to have our own locks for the UBoxes otherwise we could not use them; which resulted in us purchasing locks on the spot to not waste anymore time.

They also told us that the double trailer we reserved weeks in advance was also not available and we had to use a single trailer, which would result in multiple trips for us. They proceeded to hitch the single trailer with the box to our vehicle and told us we were set. My husband then noticed that our U-Haul twice verified vehicle was not able to pull the trailer because the clearance was not high enough. They then told us we would have to rent a truck on top of everything else. Three hours later we finally pulled out of the U-Haul parking lot and proceeded home.

We loaded our two UBoxes and had everything back to the U-Haul location at the appropriate time. At which point the U-Haul employee had us lock, and then unlock our boxes, several times to make sure we had working locks and keys. We were informed that we would receive a phone call from them when our boxes shipped. We never received a phone call from [redacted] location and had no idea where our boxes were until we got an e-mail from the [redacted] location.

When we received the notice about our boxes being delivered to the [redacted] location we noticed that the charges for the account were incorrect. We had been charged for a double trailer, when we only utilized a single trailed. And not only had we been charged for a double trailer, but we were charged three separate times. We also had been charged three separate times for the shipping charges. We immediately called U-Haul customer service so we could have the charges reversed. We placed 8 separate calls to customer service and 7 times we were transferred departments because “they couldn’t help us” or “that wasn’t their departments problem.” We finally got a hold of a fantastic customer service department person by the name of [redacted]. She spent well over 2 hours on the phone with us trying to make heads or tails of the situation. Finally it was concluded that somehow, because of the 28 separate invoices for one transaction, that we had in fact been charged triple. She filed an objection for us on June 20th and said someone from that department would contact us within 72 hours to address and remedy the problem. It has now been ten days and we have not received a single phone call or received a refund.

We then received a phone call from the [redacted] location on [redacted] on June 25th saying our UBoxes had arrived. We called and made a reservation to pick them up on June 28th at 9 am. We also called and reserved a double trailer and a truck since we didn’t want another “U-Haul verified vehicle” fiasco like we had in [redacted]. We arrived at the [redacted] location only to be told that their trucks do not have the ability to pull a double trailer and that we once again had to rent a single trailer. We also were told they didn’t know where our boxes were and had to search the warehouse even though we had made a prior reservation to have everything ready.

We finally arrived back home with our box only to discover that our keys did not fit the locks that were on the UBox. It wasn’t even our box that we had picked up. The box we had, according to the invoice taped to the box, was supposed to go from [redacted] to [redacted]. We tried calling the location only to be told that everyone was busy. So with no other choice we drove back to the [redacted] location. Once there they tried to tell us that our locks were faulty and that was why we couldn’t open the box. This was an impossible conclusion because as stated before the [redacted] location employee made us lock and unlock the boxes several times to make sure they worked. So with no other choice the manager had to cut the lock on the box. Once opened it was discovered that it was in fact our items. This could only mean that our box had been tampered with and opened by someone else when it was in U-Haul’s possession. We obtained a statement from the [redacted] location to this effect.

We then proceeded home again with a new lock and the same box. Once home we found out that U-Haul had forgotten to give us a loading/unloading ramp that made it very difficult to safely unload the box. Once everything was taken out we then went back to the [redacted] location to pick up our second box. We got home with our second box only to discover that the second UBox had been loaded backwards onto the single trailer. This made it almost impossible and very dangerous to unload our boxes. However since we had already made three trips to [redacted], we made the best of the situation and were able to get everything unloaded.

We tried calling the store several times to speak to the manager and no one answered. We then tried to call the U-Haul customer service so we could be transferred to the store only to be told that customer service can’t transfer calls but that they would “be happy to take our Visa number!”

We also discovered that same day that we had once again been charged double for the UBox insurance. Once by the [redacted] location and once by the [redacted] location. We were told to contact customer service and file an objection.

Since we have already been through a very long ordeal with customer service, been lied to, been overcharged, had our reservation lost multiple times, and generally been through a horrific experience we are not filing an objection. Instead we are very politely demanding a full refund for all the services U-Haul was supposed to provide in a wonderful and easy manner. Shipping charges, triple double-trailer charges, double single-trailer charges, mileage, truck rentals, locks, etc are all being requested to be refunded in the amount of $1530.85.

We expect to see the above amount refunded in a timely manner otherwise we will be forced to retain a lawyer’s service.

Thank you for your time, [redacted] & [redacted]Desired Settlement: Shipping charges, triple double-trailer charges, double single-trailer charges, mileage, truck rentals, locks, etc are all being requested to be refunded in the amount of $1530.85.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Traffic Manager for our [redacted] regional office, followed up on the information [redacted] provided. He informed our office he left a message for [redacted] advising her he reviewed all charges and they show to be correct.

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.

While I appreciate the response to my complaint I cannot accept a standardized message regarding all the issues I encountered while utilizing Uhaul's services. The charges are incorrect and I spent hours on the phone with Uhaul in order to file objections to specific charges. These have still not been resolved and I have not received any communication regarding these matters even though Uhaul's standard is to contact the customer within 72 hours of a filed objection.

The customer service issues we encountered were not addressed either with myself or the employees involved. We were treated rudely, conned into buying more Uhaul products, lied to about invoices, charged multiple times, and generally put through a horrific experience.

Our Uhaul boxes were tampered with and broken into while in Uhaul's possession. This is unacceptable on any level and is not the security or safety promised by Uhaul.

I am requesting a full refund immediately.

Regards,

Business

Response:

July 21, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, reviewed the recent information [redacted] provided. He informed our office they have left a total of 6 messages for [redacted]. He assured our office they did not see any improper charges. He also explained that our U-Box Department is reviewing charges to ensure all is correct. When [redacted] returns their call they will reopen her Customer Service file, however, at this point they do not show a refund is due back.

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: **Ordered a UHaul service (UBox) with moving help in ** and ** on 28 May 2014 with a guarantee of pick-up on 6 June 2014 with delivery on 19 June 2014. Services in [redacted], ** had no issues and moving help in [redacted], ** did a wonderful job. The issue is that I ordered and loaded three (3) UBoxes but when I got to ** and had my UBoxes delivered, one (1) of the boxes was not mine. I coordinated with the [redacted] UHaul to get this box returned and to find my box by shipping my key to them to validate if my box was still on their lot. I paid over $25 for one day shipping of my key that was explained would be refunded back to myself. I was explained that I would also be refunded $893.00 dollars for the shipment price and that the [redacted] Uhaul would pay for moving help to get the box to my house with unload help. They found my box and shipped it from [redacted] on 23 June 2014 with arrival to [redacted] on 4 July 2014. Because my box was lost and still has not been delivered, I had to purchase additional items (i.e. Pots, Pans, Printer, TV) that are all inside of the UBox that still has not been delivered. Everytime I call the [redacted] UHaul to get a status update, it would go to a central dispatch and to date, I have had minimum contact with the same individual. The GM and Assist GM would not return calls after asking the call center to send them a message to contact me. When I called the regional office to talk with the Regional Manager ([redacted]) I would be told that he is in the field, on leave, not available and have never received a call back from him. As of 11 July 2014, I still have not received my UBox or any refunds but as of 5:12 PM EST I received an email for a $300.00 got certificate good for UHaul only.

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$893.00 returned to Credit Card for shipment of UBoxUHaul to pay for moving help and delivery to my property in **$25.00 plus for the mailing of my key$400.00 for all additional supplies I had to purchaseAll payments can be made to my Credit Card or sent as a check totaling $1,318.00 plus(I will not accept a Certificate good for UHaul only).

Business

Response:

July 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]l, our Executive Assistant for our [redacted]regional office, followed up on the information [redacted] provided. She informed our office a refund for $893 was issued to [redacted] as an adjustment on his rental along with two $300 VIP Certificates for his moving help.

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.

U Haul only paid $843 of the $893 that was agreed upon over phone when this first occurred and per their response back. I have attached a copy of he receipt that was provided to us. I only received one email with a certificate number for $300 to be used for moving help (attached email) that was all used to help with this move. I had to coordinate all the moving help after several attempts and promises that u haul would do this for me. I have not been reimbursed (non-certificate) for the one day shipment of my key totaling $24.18. I have also not been reimbursed for the items I had to purchase due to my missing UBox and then delayed retrieval of my UBox totaling $400.

I would like to still be reimbursed for a total remaining balance of $473.18.

Regards,

Business

Response:

August 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer [redacted], our Executive Assistant for our [redacted] Office, reviewed the recent information [redacted] provided. She informed our office [redacted] is sending his receipts in for reimbursement.

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: Uhaul has been harrasing me for the past 6 months or so regarding a citation for which no proof can be provided.

I rented a uhaul truck in may/June of this year. After 3 months, I start getting email spam regarding a ticket I was responsible for. I should add that all the emails (plural as in 7 to 8 emails) had different amounts owed. I emailed back requesting a copy of the ticket and final price which was never provided. Moreover, I called the customer service line and the employee was only interested in threatening me with a collections agency and ultimately hung up on me. I called a second time and found out it was not a ticket but a toll. I gladly paid the amount requested, however, this morning uhaul started spamming my inbox again! 10 emails to be exact, all with different amounts owed!!!!

I am happy to pay what is owed but these practices are disorganized, untimely, and on the verge of strong arming. ONE email with correct wording, a copy of the document in question, and a final price would suffice. I am hesitant to keep paying due to the nature of the circumstances and because I already paid for these infractions. However I do not want my credit score to be damaged or to keep being harrassed by uhaul. Please help!Desired Settlement: I already paid for a toll for which no proof was ever provided to me. I simply wanted the matter dealt with. Now I am being asked to pay more money with no proof. I need uhaul to provide me with a copy of the necessary documents. A copy of the toll along with the invoice for the amount I already paid and any remaining balance.

Business

Response:

December 4, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our Equipment Recovery Department followed up on the information Mr. [redacted] provided. Mr. [redacted] was originally charged for two tolls from Toll-By-Plate at $1.96 each toll plus the $5 administration fee per contract for any tolls that are received by Equipment Recovery. We just received billing from Miami-Dade Expressway (MDX) for 6 additional tolls. Since Mr. [redacted] already paid the administration fee, the balance for the DMX tolls due is $6.24. We bill our customer as soon as we receive billing from the jurisdictions, but because it was two different tolling agencies, we were billed at separate times.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:

My complaint stands. None of the numbers add up and the explanation provided further proves incompetence. The representative claims a $5 fee plus two tolls at $1.96 for a total of $8.92. I paid this balance on September 19th. Now they are claiming 6 additional tolls for which they automatically debited $1.04. There are no 17 cent tolls in my area. Furthermore, I only received one citation number via email. It seems to me that these numbers and "citations" are being fabricated and that uhaul is completely disorganized at best. I am happy to pay what is owed as long as I receive an organized invoice with all citation numbers, any payments I have already made, and outstanding balance. I am flabbergasted that a company can take money out of my account without consent or proof.

Business

Response:

December 14, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].Chelsea K[redacted] in our Equipment Recovery Department reviewed Mr. [redacted]’s recent comments to your office. She sent him an invoice of the toll charges and asked him to call her direct if he had questions regarding the invoice.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: On May 13 I reserved a 20 ft truck and car carrier for my move to WA State May 29th. On May 14 I called to upgrade my selection to a 26 ft truck. The gentleman I spoke with warned that there was a shortage of 26ft trucks in my area and one may not be available for my move. I understood and inquired if the 20 ft truck would be available and I was told there were plenty in my area. I was satisfied with this arrangement. On May 27th at 6:45 pm I received a call telling me no trucks or carriers were available within 200 miles. I was offered an opportunity to drive 300 miles and pick one up in NB, the representative said she could authorize miles and 2 extra days and that was all. I asked for time to work out issues and called back shortly after 7:00 pm same day to request Fuel as well, the office was closed. On May 28th at 7:00 am I contacted Uhaul traffic to request the fuel for the trip from NB to my home in CO. A sum was offered but I was unable to drop everything, job, packing ect... I informed the representative that NB was not a viable option Reservation was to be canceled and I was claiming the 50.00 compensation offered when Uhaul was not able to provide the truck (it is listed on the website). I was put on hold and when Rep came back she informed me that I was not eligible. Though upset I peacefully terminated the phone call. I then contacted customer service who provided no service at all, I was told there was nothing they could do except file a complaint. I requested to speak with a supervisor or anyone in management and was told that was not possible. I called customer service again in the afternoon and requested a supervisor again and was transferred to transportation, completing the circle of non resolution. The rep explained that the reason I would not be able to get a truck was due to the fact they have to honor the reservations that came before me, to which I asked "why did you allow me to reserve a truck that was already spoken for", to which she replied, "we should not" again I requested the compensation based on Uhauls error. I was told she could not do that. Uhaul is a poor company with a flawed system. I did not rent a truck for a joy ride but for an important relocation, their lack of service resulted in a 6 day delay and my missing a job interview. Consumer beware Uhaul is NOT committed to your success or satisfaction.Desired Settlement: Admit your failure, take responsibility, in good faith provide the compensation ($50 is a fraction of what you have cost me) and fix you system.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Southern Colorado Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained we are experiencing a shortage of U-Haul equipment in the State of Colorado and are doing our best to fill as many requests as possible. She offered her apology and advised him she would issue him the $50 Reservation Guarantee Fee back to his Visa 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