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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: I reserved a truck for nov 5 at 9.00 am did all the paper work did not get a receipt was told it was sent to my email when I checked the receipt I found they charged me $1950.74 instead of the $1672.72 I was told it would cost me this is unacceptable futher more when I called to complain they did not but hang up on me and to boot I had to spend $19.98 for bug spray the box of the truck was loaded with cockroaches really what a business I filed a complaint on there facebook page about both and I see it was removed by them what a cover upDesired Settlement: I wan the differnce back of $278.02 and the $19.98 for a total of $298.00 sent back to me this is the first time I used uhaul and my last they tell you one thing on line and it something different in person very diseptive

Business

Response:

November 28, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Area Field Manager for our Eastern New York Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, as a courtesy, he issued a refund for $244 back to Ms. [redacted]’s Master Card 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,[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: While planning a move across country I was comparing truck, insurance, and tow dolly prices between companies. I called U-haul over a month prior to my move date and spoke to a sales representative about my options. I asked if they priced matched, and she told me yes. She pulled up [redacted] prices and we compared them, she also told me she would give me a discount of 5%. I was quoted an exact price of 1,059.60 with a confirmation number. As I was on a strict budget moving across country, I had her breakdown what I was being charged for in the price so that I could insure everything was being covered. She told me specifically that it included the truck, the tow dolly, and the insurance. I went ahead and made the reservation. The day I went to pick everything up I paid slightly over the the 1059.60 price that I was quoted. I figured it was taxes and when I asked if my 5% discount was included on that price the woman told me that she had no record of a 5% discount. I was slightly irritated but didn't say much about it at the time. She told me that everything was all paid for and taken care of and that I would just need to drive two blocks down the street to pick up my tow dolly. When I arrived to the location to pick it up they told me the dolly needed to be paid for. I told them I had already paid at the other location and that it was taken care of. Thy said they had no record of that. After calling the original location the gentleman on the phone said he had no record of my payment for it. He told me the manager was the one who made my reservations and that I would need to speak to her, unfortunately she was out for the day. I asked him to have her call me as soon as she got in, and since I was on a strict time crunch of when I had to be across country, I went ahead and paid the extra $270 that was the tow dolly and tow dolly insurance. [redacted], the location manager, called me the next day. She was incredibly unfriendly. I have never come across anyone with such horrible customer service skills. She told me that she it's summer time and her "busy season" so she isn't sure why I would be under the impression that she would allow a 5% discount, and that she would absolutely never price match with [redacted], or any other company. She said she couldn't do anything for me, and I asked for the contact information for someone who could. She gave me the regional office number and so I called them to explain the situation. I was told I would have a manager of sorts contact me to make a report within 24 hours. I received no call. I called again explaining the situation, and was told the same thing. I've called several times and have been passed off from person to person, each one telling me I would receive a call back, and each time receiving no call back.. The last time I called I spoke to Jeremiah. He told me he was sorry about all of that and that he would refund the amount of the tow dolly and insurance, and that I would see it back in my account in 3-5 business days. A week passed, and when the money wasn't in my account, I called again and was told there was no record of a refund. She told me a manager from the regional offices would contact me within 24 hours. It has now been 24 hours and of course no one has contacted me. Choosing to use U-haul was the absolute worst decision I made when planning my move across country. I was advised against using them by many people who have had similar experiences with the company. I now wish I would have listened to the warnings and saved myself from such a moving catastrophe.Desired Settlement: I would like to be refunded the difference between what I was quoted I would be paying when I called and made the reservation, and what I actually need up paying- $270 extra.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NM, followed up on the information Ms. [redacted] provided. She informed our office she was sending Ms. [redacted] an email offering her apology for the inconvenience she experienced and will issue a refund for the price of the Tow-Dolly. The refund for $240.76 was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business has performed this action and I consider this complaint resolved.

Regards,

Review: Encountered a rude employee and when I complained to the manager he told me to get out of his store. That he did not need my business, or my sons business or anyone else's business.Desired Settlement: I want the manager to invite me back into the store to do business.

Business

Response:

August 23, 2015

Review: On the weekend of April 15th, I rented a 15 foot truck from UHAUL and on the 17th, the day I was to return the truck, I received a call from a customer services representative who had asked how everything was going. I had explained to the rep that the unloaders were needing more time and that I would need to return the truck slightly later than expected. The Uhaul representative told me not to worry that she would update my contract and there would be no additional charge. The rep gave me the choice to return the truck to the Clermont Uhaul Center or their dealer [redacted] and Uhaul in Minneola, Fl. I opted to take the truck to [redacted] due to it being closer to my new residence. When I took the truck to [redacted], they checked in the truck and then told me that they were going to charge me due to the fact I was late and went over 2 miles. This was after the Uhaul rep had already updated my contract so there were not to additional charges for an extra day. When I tried explaining this to the [redacted] owner he started to yell at me saying that he was the boss and he wasn't going to take a loss. I told him I was not going to authorize any additional charges on my card and was not signing the receipt. He charged my card for the additional day and 2 miles with out my consent and without consulting the Uhaul rep that I had spoken to. He yelled, was belligerent and displayed unethical behavior by not resolving the issue appropriately. I filed a complaint with Uhaul and was told that I would be refunded. I have not been refunded and have not heard from the Area manager concerning the inappropriate behavior the Uhaul dealer displayed. I have left several messages and have been given the run around by Uhaul.Desired Settlement: I would like a refund as I was told and I would like Uhaul to provide additional training to [redacted] so they understand the Uhaul customer service standards. I would like to hear from UHAUL as I was told that I would get the chance to speak to someone in management about the negative experience I had with their dealer.

Business

Response:

May 9, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted]. Rod Baldwin, our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and explained he issued her a refund for $57.66 for the overtime charges, although the charges are valid. The refund should post on her 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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfied.;however valid the charges may have been, it is the unethical customer service that the dealer [redacted] showed. That should be Uhauls concern as this dealer represents Uhaul too. I appreciate Mr. Baldwin returning my phone call. I hope corporate is able to address the customer service issues that not only I have experienced but other customers who have reviewed [redacted] on the Uhaul website.

Regards,[redacted]

My entire experience with this company was mostly negative. First they quoted me a price and then they were unwilling to honor it. Everyone who I spoke with was very rude and seemed like they hated their job. I tried to overlook the negative expericenes at first but it seemed to be a consistant thing with every single person I spoke with esspecially with customer service. When I returned the truck I rented in perfect cpndition I was charged a cleaning fee which I later discovered they had mixed up my truck with another truck but refused to reverse the fee due to the extra work it would require of them. When I spoke with the manager he began to tell me there was nothing that I could do a bout it.I was completely blown away that they would treat a customer the way they did so I tried to contact U-hauls main office to see if they would do something about it or to see if they had a recording of the conversation and all they told me was that they would let John (the one who gave me the trouble in the first place) know that I was upset and to have him contact me. After finally expressing how ridiculous that was I tried to speak to someone higher up who eventually told me they would have the regional sales manager contact me a couple days later which never really happened. U-haul is a poorly run company who has no concern for their costumers and who will always make an effort to get a little extra money from who ever they can. They have no standard for customer service or for who manages their dealerships.

I reserved my 26 ft truck on July 20th, for a move date of August 1st. I had everything packed and ready to go! The morning before they call and tell me I have to pick up my rental in Memphis, 3 hours one way from my house I'm moving from. In the opposite direction from where I'm moving to! After being passed to 11 different customer service reps that did nothing but place me on hold and pass me off, I got no satisfaction! Even when I spoke to a supervisor , no satisfaction! Do not trust this company! They lie and the you get no customer service what so ever! Please do not spend your money with them!

I am very dissatisfied with my U-Haul experience. I reserved a 17’ truck on-line two weeks before I was expecting to pick it up in Steamboat Springs, CO. I was told to call 2 days before the pickup date to confirm a truck was available, which I did on Monday June 29. At that time, I learned that the owner of the dealership with whom I had been speaking had passed away, I spoke to her son and told him how sorry I was to hear the news. The son confirmed that the truck would be available on Wed. July 1. I then called back on Tuesday June 30 just to be sure the truck was available with all the family issues in that dealership, I was again told that a truck would be available Wed. morning.

I had planned on this reservation for 2 weeks, so I had already dropped off my car in the Denver, CO area and taken a bus back to Steamboat Springs where I had a bicycle as my only transportation. Since the dealership was only 3-4 miles away, riding a bike to pickup the truck was not a problem.

When I arrived at the Steamboat dealership on Wed. July 1, I was informed that a truck was not available. To their credit, they found me a 20’ truck in Craig, CO, but Craig is over 40 miles away from Steamboat!! I asked them how I was supposed to get to Craig with a bicycle. Their response was “ride your bike, or hitch-hike!”

With no other alternatives, I was able to hitch a ride with a local tow rig operator to Hayden, who strapped my bike on the back of his rig, and then I had to bike the remaining 16 miles to Craig! The woman at the Craig U-Haul office was splendid, I have no complaints with her service.

What I do have an issue with is the business of reserving a U-Haul truck that is not available! How can you run a business like this?! If a truck cannot be guaranteed for a specific location, then what is the point of making a reservation? I am a 58 year old man who was fortunately able to bike 16 miles, but supposed I was not able to do that, how would I have gotten the truck in Craig? In addition, I had to pay for an extra 40+ miles of gas that was not planned on.

I finally spoke to a man from the U-Haul main office for “objections”, who called 5 days later instead of the 48 hours I was promised. I asked for a refund after telling him my story, and his response was “Well you’re not gonna get a refund, you got a truck, we’ll give you a $100 off on your card and a nice dinner!!”

Does this man have idea how insulting that is?! I will never do business with U-Haul again.

Review: I was refunded for gas charges on an out of state uhaul rental. The employee at the UHaul location reimbursed me of the funds approx. $80 on July 8, 2015. On July 9, 2015 I received an alert from my bank notifying me that UHaul had recharged me for the $80 gas fee. I did not reauthorize this charge and the matter was settled on July 8. I am not sure how a business can refund money and recharge you again. The Manager [redacted] said "I can't help you. I charged the card because I felt the refund was incorrect." He was not authorized to recharge my card!Desired Settlement: I would like my money refunded to my card as well as the additional gas that I had spend to go back to the store.

Business

Response:

July 16, 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. He informed our office our Center employee closed out Mr. [redacted]’s contract, then reversed the contract and refunded the fuel charge. However, the contract was never closed out again. The next day, another employee closed out the contract not knowing the fuel charge had been reversed and the charge was put through a second time. Another refund for the fuel has been issued and Mr. [redacted] asked that we relay his apology for the confusion.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-haul website offers the following guarantee (copied directly from their website): "When you make a reservation, we guarantee to provide you with the equipment size, location and pick up time, as agreed. Should you not receive the equipment size, location and pick up time you agreed to, U-Haul will pay you $50."On 10/19/2015 I made a reservation for a 20-foot U-Haul to be picked up on 10/30/2015 from Value Store-It at [redacted]e. I received an email confirmation for this reservation. On 10/28, I received a call stating that the reservation had been updated to a 26-foot truck at an alternate location ([redacted]. When I called to speak to truck scheduling, they stated that there was a death in the family and that was why the truck I booked was not available at the original location. I asked to speak to a supervisor, and the representative disconnected our call. I called in again to ask to speak to a supervisor, and I was transferred back to the main menu in the call system. On the third call, I was told that I was not given a 20-foot truck because they are not used for distance moves (i.e. one city to another). If this was the case, why was I offered this option online in the first place, and more importantly, why was I told an alternate story by the last representative I spoke with?I asked about receiving the $50 guarantee as I was receiving a different TRUCK at a different LOCATION than originally booked online. The representative laughed at me and said that I should have read the fine print -- as long as I'm getting a truck, regardless of size or location, they don't pay the $50!To add to the lack of integrity by U-haul -- I then went online and made a separate reservation for the day I needed it and was provided with a 20-foot truck for a distance move (albeit was 25 miles from the location stated in my reservation). Ridiculous!Desired Settlement: I would like the $50 guarantee to be honored and paid this amount (as advertised) for my current rental.

Business

Response:

November 10, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. Bear.Anthony F[redacted] Area Field Manager for our Fort Lauderdale Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $471.30 to Mr. Bear and applied a charge for $104.59 for the in-town rental charges. The transactions were applied to Mr. B[redacted] Visa 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,Maria P[redacted]U-Haul International

Consumer

Response:

Uhaul response in no way addresses original complaint regarding $50 guarantee. Response only mentions refund due to change in move from one way to in town. Please address original complaint.

Business

Response:

November 23, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Mr. [redacted].Anthony F[redacted] our Area Field Manager for our Fort Lauderdale Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office he issued Mr. [redacted] a refund for the $50 Reservation Guarantee Fee back to his Visa 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,Maria P[redacted]U-Haul International

Review: I am filing this complaint because through their incompetence, UHaul has cost us an additional $1,500 over what we would have paid for moving expenses had they not caused us so many problems. They also double-charged us for a U-Box and did not remove the charge. This took place over the course of about eight weeks from our initial reservation on July 4, 2015, until our storage boxes were delivered on August 26. We were moving from South Burlington, Vermont to Indianapolis, Indiana.

Our first problem was their severe underestimation of how many U-boxes (storage pods) we would need. Their website recommended one box for a two-bedroom apartment, which we had. When viewing the boxes at the Burlington, VT store, we questioned whether or not one box would be enough. The representative said we could get two boxes to be safe, even though it would probably be half empty, and we wouldn’t be charged for the second box if we didn’t use it. We reserved these boxes for pick-up on July 20. The person at the store said UHaul couldn’t deliver the empty boxes to us in Vermont, but that they could deliver the full boxes to our new address in Indianapolis for $100, payable later when we made that reservation.

A third-party moving company was scheduled to pick up the two boxes and bring them to our apartment in South Burlington at 8am on July 20. (We were told we could schedule these movers through the UHaul website, but it didn’t work so we had to contact them directly.) A little after eight we received a call from UHaul in Burlington saying we needed to come fill out paperwork. They never told us we would need to do this, nor did they inform us until now of the $15 plus tax trailer fee; this added at least an hour to the time we had to pay the movers. It then took two hours longer than expected to load because of the awkward shape of the boxes, and because the movers were trying to cram in as much as possible after it soon became obvious that we actually needed three boxes for our small apartment, two more than UHaul had recommended. We ended up losing a couch worth $500, an office chair worth $100, and a TV stand worth $100. We also had to pay $90 for the couch to be hauled away. Already UHaul had cost us nearly $1,000 extra between lost property and extra time for the movers, plus several hours in time on a day that we had to drive nearly nine hours. Additionally, we eventually had to spend another $350 on a [redacted] truck to move used furniture provided by family members, and a $100 office chair we purchased, as replacements for lost property to our new home.

At the beginning we had paid for the rental of the two U-boxes, storage for a month in Indianapolis, and transit to Indianapolis.

When we were ready to have our boxes delivered, we were told to use [redacted] to schedule movers contracted by UHaul to deliver the boxes to our home and help unload them. They said this was the only way to do it, despite having been told in Burlington upon our initial reservation that UHaul themselves could deliver the boxes for $100. My wife spent two hours the first night trying to use the website, and then calling customer service when it wouldn’t recognize our contract number. They said they would change the status to “self delivery” and then we should be able to use it, but it may not take effect until the next day. The next day we were still unable to use the website – same error message. To make a long story somewhat shorter, we spent an additional five hours on the phone or website with customer service, trying to get the website to work. Every time they said the problem was fixed, but it wasn’t. Then we tried to schedule moving help over the phone. The cheapest option was $300, far above the $100 we had initially planned on. At this point we just wanted our stuff. Then came the technical problems. They were unable to run our credit cards. We had one stored in their system, but because they had entered the expiration date incorrectly, it had to be re-entered, and the “system wasn’t working”. There were several technical problems. After a few hours, several phone calls, and being told to call a specific moving company that could help (only to find out they don’t move U-boxes, after being told by Uhaul that they did), they were finally able to charge our credit card – twice. Luckily the second charge was removed – this time.

When we finally got to moving day, with everything seemingly scheduled, we went to the UHaul store in Indianapolis where our boxes were stored and asked if we had to fill out any paperwork. The guy said he didn’t think so, but would check, and it turns out we did. We figured this would happen, again, and didn’t want to have to make another hour-long round-trip back to the store and push back our schedule several hours like had happened in Vermont. After we filled out the paperwork, the employee said everything was fine, and that someone was loading both boxes onto a trailer (it turns out later that they had only loaded one box onto the trailer, requiring the movers to go back and get the second one, wasting more of our time yet again). Then another employee came in and ran the charges for renting the trailer for hauling (this was the second time we were not told we would be charged this fee). We noticed there was also another U-box charge ($90 plus tax) included which was wrong because we were paid up on our rental fees, shipping fees, and storage fees. She said the charge was automatic and there was nothing she could do about it (guess what, they were having technical problems! I should also mention the phone line at this store was almost always down, making it nearly impossible to contact them). She said we would have to call corporate to get it resolved, which we did the next day, but they claimed they were having problems and couldn’t see anything other than that specific day’s charges. They sent me an email with a link to file a complaint, along with information about all of these other problems, but the link and the website were not working.

While we were at the Indianapolis store, the employee also told us “you could have just had UHaul deliver them instead of going through other movers; they would have done it for $100”. This is also what we had been told in Vermont, then told in Indianapolis, at this very same store a week ago, that that was wrong. So we had overspent about $300 on moving help yet again due to their lying and/or incompetence.Desired Settlement: We want a refund of the second charge for the Ubox ($103.55) that was made on 8/27/15 since we had already paid this fee and they did nothing to remove the charge. We also want a refund of the initial moving charge of $1,694 to make up for the approximate amount that we have had to spend (on furniture, not all of which has been replaced yet, more moving help, etc.) due to their incompetence and terrible customer service.

Note: We are disputing these charges with our credit card company and have sent them the same information. We are hoping these combined efforts will get us the refund we are due for the aforementioned reasons.

Business

Response:

September 21, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office her Traffic Manager in their office contacted Mr. [redacted] and explained, based on their records and the information on myuhaul.com, there is no record of a $100 quote to have U-Boxes delivered from Indianapolis to his residence. Mr. [redacted] stated he was told this price in person by an employee in Indianapolis. Our Traffic Manager relayed there is nothing indicating this quote and if he can provide a written confirmation or email showing the quote, we will work with him. He was also informed if he needed a third box, he should have contacted us so we could have provided one. Out of 14 recordings pulled, Ms. [redacted] stated none mentioned needing a third box. Mr. [redacted] became upset and said he didn’t feel like he should call in because everyone at U-Haul is incompetent and would not be able to help him. Ms. [redacted] advised our office the charges will stand but they would also be willing to review the situation again if he can provide documentation.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.

During the phone call in question, the representative was rude, could not give a straight answer, and said nothing could be done about any of the problems without confirmation of the quote. Immediately following that phone call, I went to the local uhaul office and acquired confirmation of the quote. I then contracted uhaul to inform them of this. At that point the uhal representative did their best to side step the issue and place blame on another district/office and said that there was nothing they could do about it. They made a big deal on the initial phone call about how nothing could be done without proof of a quote, I acquire proof the quote, then they say they can't do anything. They then tried to say that they had no records of us contacting uhaul on our moving day concerning the number of boxes and again tried to shift around blame and avoid any kind of responsibility. After they indicated they couldn't find any records of calls from my phone number. I informed them it was my wife that called as I was busy dealing with the move, and gave them her number. They said they would look up the calls in their system from that number and would call me early the next week. They never called. Note that it was the second phone call, the one where I informed the rep that I had proof of the quote, that they denied having records of us calling about a third box. Also, we shouldn't of even needed to provide proof as the price could be pulled up if you placed an order (we couldn't do that due to uhaul "system problems" that prevented us from seeing any online options and had to rely on what we were being told by uhaul, it even took several days for them to book the option we ended up using due to "system problems").When the uhaul representative said we should have called about a third box, I informed her we did and that we were informed there were not boxes available. She then said that we should have known boxes were in neighboring cities (over an hour away round trip). She attempted to blame us for not knowing information we had no way of knowing at the time unless told by uhaul. The entire conversation was her trying to avoid any kind of responsibility on the part of uhaul.Following this, we had disputed a charge for an extra ubox rental fee with American Express. We thought we had been charged twice for the box we needed to extend rental of. The system at the time (like so many times) was experiencing "system problems" and the local representative couldn't tell exactly what the charge was for. It turns out we were not charged twice for the box we had to extend, but were charged for a box that was still within its rental window. Not only that, they send [redacted] documents to depute the claim with an inaccurate date that just so happened to support their claim. Luckily we had a copy of the original and are re-disputing the charge.

Regards,

Business

Response:

November 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, informed our office she received the bill for Mr. [redacted]’s moving helpers and issued him a check for the amount he paid, $379.95. He should receive the check within the next 10 business days.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: On July 31st, 2015 at 4:30pm, I arrived at the U-Haul in Ocoee to pick up a trailer that I had reserved online. Once I completed paying for the U-Haul trailer, I was instructed to back my vehicle up to where the trailer was located on their premises. At that time, I was greeted by an employee. He noticed that I did not have the hitch on the vehicle so he instructed me to give it to him. I own a 2015 Toyota 4Runner that I purchased less than 6 months prior to this date. I raised the tailgate to give him the hitch, he preceded to put the trailer on the truck with the tail gate raised in the air. He could not get the trailer installed and asked me to close the tailgate. Once I closed it I immediately noticed the scratches that he did to my truck. The orange device that he was using to install the trailer scratched my truck. I immediately asked for the manager, [redacted]. He admitted to me that he did it and stated he was probably going to lose his job. [redacted] arrived and I showed her the damage and additionally showed pictures of my truck that were taking earlier in the day with no damage. She was rude an unprofessional with me and finally snapped at me stating "okay okay, I got it". I refused to leave until I got something in writing from them.After a month of waiting, calling, and emailing their insurance company proof of the damage, I finally had to call the supervisor of the rep that was handling my case. He was very unprofessional and stated that [redacted] stated the damage wasn't done their and conveniently they did not have any video showing the damage done to my truck. The rep told me he would get back to me and after contacting him numerous times again, he still did not call back. Today, I received a letter stating they declined fixing my truck!This damage was done by their employee at their location! I should be reimbursed the $500 dollars for the damage they did to my truck especially since I have proof (pictures and videos)and the person that did it acknowledged the damage that day!

Product_Or_Service: Trailer

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

The Ocoee Uhaul branch needs to reimburse me for the damage that was done to my truck at their location. If not, the corporate office needs to get involved and handle this matter professional. A customer should not have to battle THEIR insurance company for something that their employee did to a vehicle.Also, I am requesting an apology letter from [redacted], the manager, for the unprofessional way she handled my complaint by lying to their insurance agency and the time I

Business

Response:

September 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a refund for all Safemove Protection fees was issued on August 6, 2015. The refund should have already posted to her [redacted] 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,[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.

The response that was received my Ms. [redacted] has nothing to do with the complaint that I filed with Revdex.com. Please have the President of the Orlando Regional Office or her review the complaint and respond to my actual complaint. Attached to this response are pictures of the before and after of my $35,000 dollar vehicle. After the employee installed the trailer, I immediately said something to him and asked for the manager [redacted]. Both employees of Uhaul ensured me that the damage done to my vehicle would be fixed. ([redacted] gave me documentation before I left with the trailer about fixing it). [redacted] knew that this trailer was a one way trip to Illinois, I would not have left with the trailer if I knew that 2 months later my vehicle would still be damaged. I did not know that I would not be compensated for the damage that they did to a vehicle that I have only had for 6 months. [redacted] since then has not returned my phone calls or emails to resolve this issue. As a customer that was guaranteed and used this location numerous times, I want the damage to my vehicle fixed as I was promised and I want a check for the amount of the estimate (attached). This as been a very unpleasant and unprofessional way that Uhaul has handled me as a customer and the situation. I believe that I have provided adequate proof of the damage that their employee created and I do not understand why this has not been resolved!

Regards,

Business

Response:

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our Orlando Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office, although he feels we are not responsible for the damage, he has since contacted Ms. [redacted] and will pay the claim in order to bring closure.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have been getting random charges on my credit cards and bank cards for my storage unit illegally I never gave consent to anyone to charge my card and they charged every single card that I've ever used and the store manager refuses to talk to me he mad a note with customer service saying he hasn't been able to get a hold of me for several months but I called his personal cell phone that I got from a store employee I gave him a call we talked when I brought up the charges and me never giving him consent to charge my cards and why he did that he told me he couldn't talk and had to call me back I then reports him to customer service and they said he has 3 days to contact me back which I never received a call and due this big mess Ian now overdrawn on my bank accountDesired Settlement: DesiredSettlementID: Refund

All illegal charges. I never consented to any charges In the month of march and April and may I would like them all back since I never gave permission to charge any of my cards that should have never been on file in the first place

Business

Response:

May 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Shawn O[redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and issued a refund for all charges on the contract from April 1, 2015 to today, May 20th. Mr. Odden also relayed that Mr. [redacted] is seriously delinquent on his storage unit. In the interest of helping Mr. [redacted], Mr. Odden offered him to move out without making any payment as long as he could move out by June 1st.

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 reserved a 15 foot U-Haul truck for Thursday, August 27th. I assumed I would be picking up the truck in Port Washington, WI, as I requested. Since I had not heard anything from them, I wanted to make sure I had a truck. The person at the U-haul dealer in Port Washington said they were not going to have a truck on Thursday and gave me a customer service number, ###-###-#### and all the representatives would say is that sorry, we do not have a truck at this time. Since I had also ordered their moving help listed on their website and since I needed to tell them an address to pick up the truck, since I also contracted them to drive the truck, I needed a truck and location to pick up the truck. The representatives were very argumentative, offered no help or no truck. Said they would not know a location until MAYBE Wednesday. And the only location they MIGHT have a truck was about 30 miles away, which now added about an hour to the moving help I contracted. They offered no solution, no alternate plan or assistance. Simply unacceptable. All of these services are advertised on the U-Haul website, the truck rental, the moving help and also the driving assistance.Desired Settlement: I want their website to clearly state that the pickup location is NOT going to be a reasonable distance from your location. They website does state that it might not be at your desired location, but one does assume a REASONABLE distance from your location. I also want a refund of the added expense of moving help for 1.5 hours additional time because of the unreasonable location of the pickup location of the truck. This is if I even get a truck, according to the representatives, I might not even have a truck.

Business

Response:

August 26, 2015

Review: I MOVED ALL OF MY BELONGINGS AS WELL AS MILITARY EQUIPMENT AND MY KIDS MEDICAL EQUIPMENT, EVERYTHING WE OWN INTO THIS FACILITY. wE WROTE TWO CHECKS TO PAY FOR EACH UNIT IN JANUARY 2015. tHE CHECKS WERE RETURNED BECAUSE SHORTLY AFTER THAT WE HAD BECOME THE VICTIM OF IDENTITY THEFT. OUR TAX REFUND WAS SUDDENLY HELD FROM BEING DEPOSITED WITHIN THAT TIMEFRAME DUE TO THEIR POLICY THAT WE HAD TO FILE A POLICE REPORT AS WELL AS SUBMIT A FORM [redacted] FOR IDENTITY THEFT TO THE IRS. WE SPOKE WITHA YOUNG LADY AT THE FACILITY AND TOLD HER WHAT HAPPENED AND THAT WE WOULD COME IN AND COVER THE CHECKS AS SOON AS THE MONIES WERE RELEASED. SINCE IT WAS NOT DONE IN A TIMELY MANNER, THE STORAGE LEFT MYSELF AND MY WIFE ON SUNDAY 3/15/15 THAT WE HAD TO CALL ON THAT DAY OR THE FOLLOWING MORNING BY 9 AM OR IT OUR STORAGES WOULD BE SOLD. WE CHECKED OUR MESSAGES ON MONDAY 3/16/15 AT 12 NOON AND CALLED THEM. THEY STATED THAT OUR BELONGINGS WERE SOLD THAT MORNING AT 9 AM FOR AROUND $350. BOTH STORAGES WERE CLEARLY WORTH OVER $23000. AS SOON AS YOU OPEN THE DOOR THE FIRST THING YOU SEE IS A POOL TABLE WITH DALLAS COWBOY STICKS AND THAT IS BEING HELP UP BY mARBLE BEDROOM FURNITURE. THOSE ITEMS ALONE ARE WORTH 12000 AND WE BOUGHT ALL OF THESE ITEMS IN MARCH 2014. wHEN THE EMPLOYEE ADVISED US THAT WE SHOULD GET INSURANCE ON THE UNIT OR HE COULDNT GUARANTEE THAT IT WOULDNT BE STOLEN, WE TOOK OUT ALL OF OUR PURCHASE RECEIPTS IN CASE OF THAT HAPPENING, AS WE KEEP THEM ALL TOGETHER ANYWAY. I HAVE TWO PURSES IN THERE THAT ARE WORTH 400 DOLLARS AND 1100. tHE WERE NOT SUPPOSED TO SELL THOSE STORAGES THAT CHEAP. THEY WERE SUPPOSED TO GET THE VALUE OF THEM AND PAY THE REST TO US. AND ON TOP OF THAT THEY WERE REQUIRED BY LAW TO SERVE US WITH A CERTIFIED LETTER AND DID NOT. WE HAVE HAVE 3 DISABLED CHILDREN AND THEY HAVE MEDICATIONS AS WELL AS EQUIPMENT IN THERE.

Product_Or_Service: STORAGESDesired Settlement: DesiredSettlementID: Other (requires explanation)

IF THEY WILL NOT PROPERLY NOTIFY US AND GIVE US AN OPPORTUNITY TO PAY OUR STORAGES AND RETRIEVE ALL OF OUR BELONGINGS WE WILL IMMEDIATELY PROCEED WITH THIS MATTER LEGALLY AND CIVILLY.

Business

Response:

April 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: 800070Thank you for forwarding Mr. [redacted]’ recent objection to our office. [redacted], a Senior Customer Service Coordinator, reviewed the information Mr. [redacted] provided. She had sent him the following email on April 1st:[redacted] Grant the U-Haul Storage Manager for Southern Washington informed us [redacted] is not U-Haul owned. They do rent U-Hauls as a side business. We have advised the Revdex.com of this and have asked them to forward your concerns to [redacted]. Sincerely, [redacted] Sr. Customer Service CoordinatorI sent following email to [redacted] Gilbert in your office on April 1st as a follow up to my original response to your office on March 30th for ID# [redacted]:Hi [redacted], We received an email back from Mr. [redacted] with the address of the storage facility he rented from, however, it is not a U-Haul storage facility. Therefore, his concerns should be rerouted to the independent storage facility at [redacted]Thank you,[redacted]Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I recently have moved from Georgia to Florida and now that things have settled for me I wanted to write and express my concern and give you feedback from my experience.

I placed a reservation on June 2, 2014 (original # [redacted] – new order # [redacted]). I was scheduled to pick up the truck and trailer on June 29th and requested a 7am pick up in Cumming GA. I also scheduled movers to be at my home to load the truck at 9am sharp. All seemed ok because I scheduled 1 month in advance.

One week prior I did not hear any confirmation that my truck and trailer was going to be ready so I decided to call. GOOD THING I DID. When I called the lady I spoke to was pretty short with me and said, “well, they will call you 3 days before to setup a pick up”. Surprise to me because I booked it at one location and expected to pick it up there since I had very tight schedule for my move. So I waited for the call…

Here it is Saturday June 27th and I still did not have a callback. So I called yet again. Now I was told, they will call you the day before to set a pickup. To me that is not good enough. I need to make sure I have a 7am pickup and relayed my concern to the fact that I have movers coming and travel time to be followed. With attitude I was told to hold while she found a location. Few minutes later, she came back with a pickup location and confirmed it would be there. Before I hung up I ask “they open at 7am and the truck will be there right?”.. oh, they don’t open until 10am, I was told. I explained again that I needed to get a truck at 7am, she once again in a “I’m bothering her kind of way”, “hold on”…she came back with a pickup location that was a bit further, but ok, I can get it at 7am. Great… but no…the trailer is at another location so I have to go there to get it, whatever…. at this point, I’m already stressed about moving so I don’t care I have to yet drive to another location to pick up a trailer that I pre-scheduled 1 month in advance!

MOVING DAY!! I start out on the road to pick up my truck at 6:15am so I can be at the pickup location promptly at 7am. I am literally 45 seconds away from pulling into the pickup location and I receive a call… “Mr. [redacted]?”, yes…”Your picking up a 26’ truck today from us today right?”..yup, be there in 40 seconds..” Well, I don’t have your size truck here. I have a smaller one, but I don’t have your size truck”.

Well, my heart rate when up and as you can guess, I was extremely – EXTREMELY upset. I pull in – run inside and tell the guy, I need a truck and I need the size I ordered I have movers coming in 2 hours. He was actually pretty nice and found a truck for me, problem is, it is 40 minutes away. Nothing I can do at this point is to jump in my car and race go get the truck. Running out of time; heart rate going up; blood pressure going up; wife crying upset because everything that we booked over 1 month ago is all falling apart on a very important moving day.

I pick up the truck and race back (all 45mph in the big truck can go) trying to beat the movers so they don’t just leave.

I get back at 9:30 and no movers. (by the way, these movers I booked through U-Haul as well) Did they leave? Did they not get there yet? Don’t know; so I call.

“It’s what we do movers”, I said “yes, I have a scheduled move today I confirmed with you last week for this morning at 9am” …”We don’t have a move today are you sure?”.. I said “yes, we spoke last week and I received a confirmation yesterday that you will be here today”.. “yeah, we don’t have you scheduled today”.. (blood pressure is about 250 by now, heart rate – off the charts) I told them, I do have a schedule today and we need to figure out something. He told me he would have to make a few calls to find out what is going on and get back with me.

Now the wife is hysterical and crying because we have no one to move our 4 bedroom house and we are closing in a few hours, supposed to be on the road, and now it is just me moving the stuff from the house into the truck.

I was called back a few minutes later by “Its what we do movers” and was told “its our fault, glitch in the system and I can be there with 3 guys in about an hour”, ok I said, but still upset at the entire experience from the morning until now.

I continue to move my stuff in the truck keeping the wife calm that I can make this all work somehow.

Hour later the movers show up, 3 guys get out and start to work right away. Crew chief apologizes and assures me they can get it all taken care of quick. (I myself have everything except 1 dresser already moved into the garage – so it is just lift and stack for them)

I have to hand it to them; they busted their butt and finished pretty quickly. He made every effort to get the job done as fast as possible.

I tipped all of them and thanked them for their hard work.

I’m still behind schedule though, so the rest of the day is quite stressful for my entire family. Racing to pick up the trailer and get the van on it, racing here, racing there, all to make up time. Pretty stressful – more than it had to be since I had planned everything down to the minute month before.

The drive down and drop off was very easy and the only issue I had was that I was called to drop it off at a location I picked when I first scheduled the truck and trailer, but I had to explain to the dispatcher that I already called 2 weeks ago when I booked my storage unit in Florida and that I was dropping it off at a different location. She said she would update the system and reflect me dropping it off at my storage location and it was not problem., guess it never went through the first time when I was told it was changed.

So in summary, my overall experience was quite dreadful and no a very good one. I move every few years and I can say without a doubt I will probably not pick U-Haul again. I had extremely too much stress already going on with the closing of my house and the U-Haul nightmare added to it and it was not needed. To this day I still don’t understand why it is so hard to have a tighter grip on the scheduling of trucks/trailers etc.. and not give the customer a big run around a week and day (and my case the morning of) a move. I did meet some understanding people while this was going on, but at the same time, I spoke with some rude and insensitive people who just assume get me off the phone quickly than listen to me and figure out a solution together. Not the way to run a business. I haven’t decided to take this information and experience public on the Revdex.com yet. I wanted to see if someone that works within the U-Haul corporation will actually read this and would be willing to speak to me and offer some explanations on how a moving company who sole purpose it moving trucks can fail so horribly at it before I take this experience public.

I posted this message on hauls site and a few days later I did receive a call from the gentleman that runs the Oakland,GA store and he talked with me for awhile about the "headaches" that go on in the rental business and that he would try to get me some of my money back because of this experience, but that was over a month ago and I have never heard back from him. Guess I was forgotten again like I was when I rented the truck and trailer the first time.

Now I guess its time to take it to the corporate level and start letting the public know..Desired Settlement: what should I say? All my money back? no, thats not fair, but I do believe if I was running a business and a customer had such an awful experience I would gladly make some sort of attempt to make them happy again and hopefully get them to come back...well u-Hual... ball is in your court now..

Business

Response:

August 27, 2015

Review: this serious complaint is in conjunction with a uhaul rental that I rented on tuesday july 14, 2015 until thursday july, 16th 2015. I was going to make it a local rental until I found out I needed to come home so I called customer service to change the rental location from las vegas, nv to huntington, wv. my bill for the 2 days included 2 day pickup truck rental w/toll dolly, 100 miles and the damage waiver for 210.00. when I dropped it off here in huntington, wv I ONLY authorized the 210.00 and found out the assistant manager [redacted] charged my card another 3200.00!! I WAS NOT aware that the truck I had gotten was local only and did not see that in the contract that there would be a 3000.00 charge for this rental. I called customer service and spoke to a few representatives before I spoke to [redacted] who was not helpful and said he would not adjust the charges even though I was not told by the uhaul amployees or the customer service rep. this was absolutely a misunderstanding and if I had known that it was for local use only, I WOULD HAVE TAKEN IT BACK and gotten another vehicle. they did not change my rate or anything and CAN NOT FIND THE CALLS to where I spoke to a person who did not save or notate the change. this has put me in an overly hardship and stressful position to where my bank manager recommended I file a complaint for unethical practice/handling of a customer situation. I have done everything I could with names, times and dates but the calls that show I did what I was suppose to do are not available or can not be located (how convenient for them to screw me over even more). I was also called a liar, threatened, told have fun going in debt when I charge your card 3000.00 and my suv almost came off the toll dolly in the middle of the interstate which the manager said thats what you get for using my vehicle.

Product_Or_Service: uhaul pickup truck rentalDesired Settlement: DesiredSettlementID: Billing Adjustment

I have no problem with paying the 210 dollars plus a couple of more hundred but I emphatically respectfully request they adjust my bill from owing almsot 3500.00 dollars to about 500 since I was completely unaware of the charges that would occur for the local use only uhaul vehicle. the uhaul came back on time, with the desired gas as well as no problems with the truck or dolly.

Business

Response:

August 4, 2015

Review: On July 13, 2015 I reserved a 26' truck and auto transport online for pickup on August 1, 2015. The day before the move I was called to confirm the reservation. I asked to get the truck at 9:00am but was told the earliest availability was 11:00am. On August 1, 2015 I arrived at the U-Haul location on [redacted] in [redacted], GA at 10:30am and waiting in line to get my truck. After 30 minutes in line I was told that my truck was not there and they had no idea when it would arrive. The truck was not ready for pickup until 5:00pm that evening. By that time the rain had rolled in and we were unable to load anything onto the truck. Because of U-Haul's poor planning and management, I lost an entire day of moving. In addition, I was forced to send my moving crew home rather than have them sitting around doing nothing and I was unable to find other movers on such short notice. I was also promised by the General Manager and regional President that I would receive a $50 refund for U-Haul's failure to keep the reservation. I never received this discount. To add insult to injury, U-Haul charged me a fraudulent $20 "Wrong Destination Charge." The destination was correct as shown on the original reservation. U-Haul's motto is "moving made easier." It should really be "moving made extremely difficult." U-Haul's reservation policy is essentially false advertising. My move was well planned on my end and was ruined by U-Haul's inability to properly plan its logistics. For U-Haul's failure to keep my reservation, failure to pay my reservation guaranteed refund, and the illegal, fraudulent fee I was charged for the alleged wrong destination, I demand a full refund of the original $407.67 and the illegal charge of $21.83.Desired Settlement: I demand a full refund of $429.50.

Business

Response:

Review: I have attached the letter I wrote to [redacted], Reservation Manager of [redacted]; this will explain in detail what happened. A copy was sent to the CEO in Phoenix, Arizona.

Dear Mr. [redacted]:

I writing to you about a situation I am having concerning the rental of a U-Haul truck on August 16, 2014. I have tried to rectify the problem on my own to no avail. The contract number is [redacted]. Please know I have been a customer of U-Haul for over 20 years but that may change depending on the outcome of this issue.

On July 25, 2014, I went to the U-Haul location at [redacted]. At that time I reserved a 17 foot truck for August 16th with a morning pick-up. The gentleman told me it would be no problem as I was reserving it far enough in advance.

The night before my move, August 15th, I decided to check my e-mails before packing up my laptop. I was shocked to see an e-mail telling me I was to pick up my truck at the [redacted] location at 6:00 p.m. This location is over 17 miles from me and close to a 30 minute ride. The [redacted] location is about 8 miles from me and a 14 minute drive. I called to find out what was going on and a gentleman by the name of [redacted] told me there was a shortage of trucks in [redacted]; therefore, no truck was available at the location where I reserved it and I would HAVE to pick it up in [redacted]. For my inconvenience, he gave me a 20 foot truck for the same price (he said no 17 footers were available anyway) and he gave me 60 free miles. He also told me, because of the distance, I could return it to the [redacted] location. Frankly, only an it would travel that distance to [redacted] to pick up a truck and rack up additional miles but my hands were tied. I had hired four guys ready for the following morning to move me.

On Saturday morning, we picked up the truck in [redacted], and at that time, I also ordered an appliance dolly. So you are aware, the dolly they gave me was defective. Unfortunately, you do not know that until you go to use it…the boys had to carry my stove, refrigerator and a cherry dresser up to the second floor where I was moving; very heavy items. Due to losing about an hour traveling to and from [redacted], by the time the boys finished moving me and we returned the truck, the [redacted] location was closed.

The following morning, I stopped in the [redacted] location to request a refund on the dolly. There were quite a few people in there and when I stated what I wanted, the gentleman was very rude and told me I had to go back to [redacted] where I originally rented it. Believe me, there was no way I was driving all the way to [redacted]! I stopped at a friend’s house to use her phone as my [redacted] service had not being turned on yet. The girl I spoke with, [redacted], told me there was no reason he could not have taken care of that; I was issued a refund.

On August 26th, I went online to pay my [redacted] bill. Because I had not received a follow-up statement in the mail from U-Haul with the new charges, I checked the recent activity option and could not believe the charge of $151.03! I immediately called to clear this up and spoke with [redacted] who took the information and said she would submit it. She also told me to go online and fill out a complaint. The following day, August 27th, I received an e-mail from [redacted] who told me it was considered a one-way move, not local, and I had signed the contract for that amount. It was my assumption the receipt from the [redacted] office as just an estimate of charges. Some of the information in her e-mail was not even correct; she indicated I moved from [redacted] to [redacted]. What??? My move was from one Hamburg address to another; approximately four minutes between apartments. Not satisfied with her answer and feeling the information I supplied the evening before somehow got entered into the computer incorrectly, I called again and spoke with [redacted], who once again, took all the information down. She was very nice and agreed that somehow a mistake had been made. Today, when I got home from work, there was another message from a U-Haul representative. She was mumbling so much, I could not catch her name. What I did make out was she said it was reviewed and the charges were correct. If I still had a problem and wanted to discuss it, to call [redacted]. My thoughts are…what is the point?

I am so disgusted and frustrated by all of this. I work hard for my money and feel a great injustice has been done. I believed everything [redacted] told me [the first gentleman I spoke to] and he assured me there would be no difference in cost because of the inconvenience that I was forced to go through. It was totally out of my hands and I had no choice but to accept the conditions presented to me. And I don’t care what U-Haul’s policy is about picking up and dropping off at different locations. I was told it wasn’t going to be a problem. My charges should be approximately $48.00 plus taxes. I sincerely hope you will agree and clear this up.

I feel I should not be penalized because of errors that I had no control over. It was not like I walked into a location the day before; I certainly reserved a truck with plenty of notice and it is U-Haul’s responsibility to deliver on time what the customer orders…not notify me the night before my move.

Sincerely,

cc: [redacted], CEODesired Settlement: I believe I was deliberately lied to so I would not cancel my truck. To be contacted the night before my move is unprofessional and nobody at U-Haul seems to care, including their CEO, [redacted]. No wonder there are so many complaints about the service U-Haul provides. I would like an adjustment made to my [redacted] card and not charged their bogus one-way move because I dropped the truck off at a different location, which they said I could do under the circumstances.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Catherine Lansing, our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], We have received your letter at the local level and in Phoenix. I do apologize for any confusion or misunderstandings however these charges do still stand. We have reviewed this situation multiple times and the outcome is still the same. Thank you, Catherine Lansing Executive Assistant U-Haul of [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

The first gentleman I spoke to outright lied to me telling me I could return the truck to the original destination where I would have originally picked it up. To notify a customer the night before their move that they have to travel out of their area to pick up a truck is inexcusable. I reserved this truck over three weeks prior to my move. If I had not checked my emails that night, the following morning I would have went to the location that I ordered it from. Their excuse that I picked it up at one location and dropped it off at another is a racket they use to collect additional money from a customer. I am not a stupid woman; and if I was told up front that I had to take it back where I picked it up or be charged additional monies, I would have made sure it went back to that location.I have used U-Haul for over 25 years. Not only will I never use them again, but I have informed friends and family of how they ripped me off for an additional $90; they too are appalled by their tactics and will not use U-Haul either and pass along what happened to me.Sincerely,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].[redacted], our President for our [redacted] Regional Office, reviewed the recent comments from Ms. [redacted]. He explained that after another review of the situation, their resolution remains the same. He relayed that this was always a one-way rental and charged the same rate as quoted.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: Here is what happened: I reserved a truck without a dolly or furniture pads because I dont need them. But I found that there was a dolly and five pad tied to the back of the truck after I got back to my apartment in [redacted]. I returned the truck after we were done and a guy checked the truck. But they refused to give us a receipt at that time even though there was no other customer waiting. Their excuse is that they don't have people to check the truck and I have to wait for at least an hour. Then on the emailed receipt they sent later that evening, I was charged for dolly and furniture pads. I called back later and the manager told me that the seal was broken and I would get charged if the seal is broken. I told them I did not use them but the manager will not listen to anything but just put me on hold until the call got hung up. Then they never return any call even if I called. I suspect that they have broken the seal themselves to over-charge customer since it was very easy to tell that I did not use the dolly or pads. They may have done the same thing to many other customers.Desired Settlement: I request their official apology and request them to stop such fraudulent business practice.

Business

Response:

July 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office a $20 VIP Certificate was initially sent to Mr. [redacted] to help offset the inconvenience he experienced. In the interest of customer good faith, Mr. [redacted] issued a refund for $10 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.I hope Mr. [redacted] will still take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

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.

Regards,

Review: Supervisor [redacted] knew rental truck had issue with gas and allowed truck to be rented anyway. tried to gas up truck, gas line had been cut

On 07122015 at approx 0900 hrs I was to pick up a 20' rental truck reserved via phone from the [redacted] location in [redacted]. Upon arrival I spoke with [redacted] who provided the contract. [redacted] advised truck had 5/8 of a tank of gas. When vehicle was brought to front by a an employee, the employee said it had 1/8 of a tank of gas. I asked why the discrepancy. [redacted] advised was written wrong. She advised we could return the truck with 1/4 a tank of gas and receive $36 back. When myself, boyfriend and brother-in-law went to the truck, we observed the gas gauge was on 'E'. I approached [redacted] and advised the gas mark was on E. She brushed me away and said I needed to speak to an employee named '[redacted]'. I found [redacted]. He looked at the truck and said "that is what and 1/8th of a tank looks like." I said it would be simple math that the truck does not have 1/8th of a tank. The truck is showing it has less than 40 miles left and the truck is said to be a 40 gallon capacity. I advised something had to be wrong with the gas meter. [redacted] said nothing was wrong. My boyfriend and brother-in-law drove to a nearby [redacted] gas station where the gas meter then dropped to less than 20 miles left. They attempted to fuel the truck and immediately noticed gasoline was spilling out from underneath the truck and splashing onto the ground and their shoes. They stopped fueling the truck and had to notify the gas station attendant due to the spilling of gas at the station. My boyfriend looked underneath the vehicle and noted the fuel line had a large cut in it making filling the truck with gas impossible. Further, only allowing a minimal amount of gas to even remain inside of the tank. (We have pictures of such.) We all returned to the truck rental. I then called Uhaul's corporate office for reservation and spoke with employee [redacted]. I advised [redacted] of the incident to which she agreed was completely unacceptable. As we tried to return the truck, [redacted] advised she could not help us as they didn't have another truck available. While I was on the phone with [redacted] attempting to get a truck from a different location, [redacted] advised, "We just assumed someone got to the truck and siphoned gas out of the tank." I confirmed what [redacted] said and I asked how she would allow a truck to leave the property if she was already assuming someone tampered with the truck prior to us leaving their lot with it. I advised had someone cut the fuel line and/or siphoned gas, then someone could have tampered with other parts of the truck, seeing as they didn't inspect the truck prior to releasing it to us now did they complete an inspection with us. [redacted] said nothing. While speaking with [redacted], she advised her boss was willing to give us a $50 credit for a "reservation guarantee" which I find completely unacceptable. Their inspection or lack thereof if a huge liability. The location made no attempt to rectify the issue nor did they consider the safety concerns with knowing something was wrong with the gas, lying to the customer (us) about it being written wrong, and not doing a full safety inspection prior to releasing the rental to us. My boyfriend was charged $163 for the rental along with us having to pay over $30 for gas in the truck. This does not take into account the gas on their shoes. He paid with his credit card. [redacted] was rude, discourteous and lacked common sense of simple yet essential safety concerns. Uhaul management has failed to acknowledge the seriousness of the incident and the potential for a huge safety incident involving a large vehicle, gasoline, and the tampering of it.Desired Settlement: I am seeking a full refund for the amount spent on the rental in its' entirety. This would include the reservation fee, money spent on gas, and the replacement of [redacted] shoes. This mishap caused a delay in moving of almost three hours. I am also seeking they invest in better business practices and consider a "revamp", if you will, of their security measures.

Business

Response:

July 24, 2015

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Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

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