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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: On 6/29/2015 I reserved a moving truck and trailer to be picked up 7/13/15 (Monday) in the morning to move my household and family out of state.

On 7/12/2015 (Sunday) at 3:30pm, U-Haul called me to tell me I would not have the truck promised to me, and would not tell me when they will.

I have been left stranded, with all of my belongings in boxes and no way to move my family as planned.Desired Settlement: I need the moving truck as promised

Business

Response:

July 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[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 advised him of a refund for two $50 Reservation Guarantee Fees for both the truck and trailer that we were not able to provide for his move. Both refunds should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: Upon arrival to our storage unit we found that rodents had infested our unit. There was a dead mouse inside the door and upon further investigation we saw that there was mouse feces and urine over everything. Mice had been living in the whole unit and evidently inside our couch. There is extensive damage to most of our things. The rodents even chewed into zip-lock vacuum bags and got into all of our packed clothing, linens and blankets. We have evidence (photos) of the damage. It was my impression that UHaul's staff knew about this problem. They said it was being "taken care of". If staff were aware of this, it would have been appropriate to notify tenants. The conditions of this facility pose a health risk, not just to us (and our infant, who’s things were stored there), but to the rest of the tenants, and to the staff. The rodent infestation was apparent in other parts of the hallways as we walked through yesterday.Desired Settlement: The solution we are seeking is to find a clean, safe place for our things. We request UHaul to provide us storage in another unit that is uncontaminated, free of charge until July. In light of the stress and inconvenience of these issues we feel that in addition to three months of storage, the use of a truck for the relocation of our possessions when we move out would be a gesture of good faith. We would also request the replacement of our damaged belongings (up to $3000).

Business

Response:

April 22, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1067604 Thank you for your concern for our customer Ms. [redacted]

Shyleen D[redacted], our Executive Assistant for our Vancouver and Vancouver Island, BC Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response: Hello [redacted], I apologize that vermin have been [redacted]racted to your unit. Often, vermin are [redacted]racted by food and food remnants in household items such as couches and food appliances, spices, candles/wax, soaps, living or dead plants, oils, any scented items and even storage in food boxes such as banana/orange boxes, and are brought in by clients moving into the facility. Unfortunately, when Safestor is not purchased U-Haul does not provide any coverage for any claims. Any type of goodwill compensation and/or credits are handled locally, by the location managers. I am happy to hear that the centre storage manager Marie offered a goodwill credit for your next month's rent. I'm pleased to offer you an additional 2 months of rent waived, in addition to the month that Marie offered, totalling $850.34. This will cover you until July 5th, as you stated you will be vacating in July. I will also issue a $50 gift certificate for you to use towards your truck rental. Should you have any further questions or concerns, please don't hesitate to contact me. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this m[redacted]er to our [redacted]ention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Review: This is pertaining to U-Haul customer complaint reference number: [redacted]

On 6/23/2015, I called and spoke with [redacted] to reserve a 17' truck to move from CT to MA for 6/27/2015. After reviewing the contract I noticed that the company reserved a 10' truck. On 6/25/2015, I called the company to have my original request of a 17' truck be reserved. I was told by the representative Thomas Boguski that I would have the 17' truck on 6/27.

On 6/27/2015, at the pick-up location I was given a 10' truck. I was told at the pick-up counter that there was no 17 foot truck available at any location. When the representative looked into my previous request, he said that the U-Haul system showed my request to change from a 10' to 17' was written into the system notes, although no change had ever been made. Still having the need to relocate, I took the 10' truck and moved half of my belongings.

The total cost of the relocation was $438. In addition, due to the reservation mistake at U-Haul I had to extend my self-storage rental in CT for another month at a cost of $100. This means, in order to relocate the second half of my belongings the total cost is $538. All of which has been incurred due to the lack of follow through by U-Haul.

On 6/29/2015, I called and filed a customer complaint. The representative [redacted] informed me the request could take up to three days to process. On 7/2/2015 [redacted] called and offered a $50 reservation guarantee. After explaining the cost breakdown to [redacted], I rejected this offer and requested another review. I stated that I am requesting U-Haul cover the $538 expense that resulted due to this incident. [redacted] called back on 7/4/2015 and left a phone message that stated, "Unfortunately, it doesn't look like there is any other information that can support another resolution."

On 7/7/2015, I called and spoke with [redacted] and he said that he would look into the file and try to figure out another resolution. After 90 minutes he called back and said that U-Haul would offer the $50 reservation guarantee and another $50 voucher. After rejecting that offer, I requested another review of covering the $538 expenditure in order to cover the cost of the second half of my relocation.

On 7/8/2015 I received a phone message from [redacted] asking for another call regarding this matter. When I called back, I was informed that [redacted] had gone home for the day and I would need to speak with him directly regarding my request.

As of 7/8/2015, this issue has not been resolved after nine days.Desired Settlement: $538 full compensation of the remainder of my relocation, including:

1. One-way bus from [redacted], MA to New Haven, CT

2. One-way 10' truck from Orange, CT to [redacted], MA, including insurance coverage, gas, and tolls

3. One month self-storage unit in Hamden, CT

Business

Response:

July 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was offered a $244.58 VIP Certificate that can be used toward another rental to move the remainder of his items to [redacted]. Mr. [redacted] declined the offer. Mr. [redacted] requested he forward his receipts for his storage unit for further review.

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: Made apt to get ball hitch receiver put on vehicle. When arrived at location was told we didn't have appointment. We had an email confirmation of apt made so that was conveyed to them from the call center. After that was communicated thru the call center to them we were told to leave the truck they might get to it that day. We left the truck around 11:00 that day even though they didn't appear to happy with the situation. If they had conveyed that they were overbooked by the call center and asked us to reschedule it wouldn't have been a problem. It was just a ball hitch....no big deal. But they were very standoffish and adamant about us not having an appointment (which we did). We waited around to hear back something from them telling us that it was done. We started calling around 4:30..again we got the call center who conveyed a message to them. My son finally received a call saying your trucks been done for hours. When we went to pick up the truck he went inside to get the keys and was told that they couldn't get the spare tire to fit with the hitch that was installed so they just threw it in the back of the truck. They make one that will accommodate the spare tire. So if you were installing & realized this wouldn't work wouldn't you call & give the customer a chance to say no don't install that one we can't have the spare in the back of the truck forever. Then when my son tried to start the vehicle he couldn't even keep it running. Ran fine when we dropped it off. My husband came to help my son with the truck and talked to the workers inside who really didn't seem to care and were not real helpful. We feel like our truck was tampered with. He was treated rudely by an employee named Robert and have since found out that he was recently demoted. We feel like he purposefully sabotaged the truck. We called and talked to the manager Lisa who said because they were able to pull truck out of install bay around to front lot they have no responsibilityDesired Settlement: We want the truck repaired and working like it was when we dropped it off.

Business

Response:

March 16, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the spare tire in the bed of the truck and for having running issues with his pick-up truck. Mr. [redacted] relayed his son put the tire back on with no problem. Mr. S[redacted] reviewed every step of the investigation he had completed including the statement from Mr. [redacted]’s mechanic. He contacted Mr. S[redacted] again and let him know he found nothing that would lead him to believe we did anything to cause his vehicle problems and Mr. S[redacted] explained he would not agree to repair his truck based on this conclusion. If Mr. [redacted] had further information, Mr. S[redacted] stated he would be happy to review the issue again. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria P[redacted] Executive Assistant U-Haul International

Consumer

Response:

I spoke with the mechanic this morning, he acknowledged that the truck is still not running properly and he did not sign a written statement for U-Haul. I would like for U-Haul to give me a copy of the written statement they say they have signed by the mechanic.

Business

Response:

March 23, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jim S[redacted], our President for our Tulsa Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office he never told Mr. [redacted] he had a written statement from Rick at [redacted] Service. His office contacted [redacted] Service to see if he could tell us what was found wrong with Mr. [redacted]’s vehicle and if the installation of the trailer hitch is what caused an issue with the vehicle. [redacted] informed us the problem was with the ignition timing, not something U-Haul caused. They replaced the ignition module, the distributor and the IAC sensor and found Mr. [redacted]’s truck to run good. A few days later Mr. [redacted] took his truck back to [redacted] where it was checked again and nothing mechanically was found. Mr. S[redacted] relayed his 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, Maria P[redacted] Executive Assistant U-Haul International

Review: I rented a truck from u haul on 2/27/16 at 4:16 pm,The gentleman who rented me the truck explained the charges for mileage,gas and the drop off procedure.When I returned the truck I cleaned the truck and dropped off the keys.The following morning I received an email off the close out invoic and there was and additional charge of $106.00 for cleaning.When I contacted the business I spoke to a gentleman who's name was Jeff and he said he was the manager.He stated the charge was for mud ont e tires..I explained to nobody explain nor was it in the contract that I had to was the vehicle.He then stated well there there was a little mud inside on the drivers side.I asked his last 4 times so that I contact the corporate office and to discuss it with them.He wouldn't give me his last name and after the fourth time asking he hung up on me.Desired Settlement: I want the charged removed.I offered to come was the mud off the truck and he said no it was not there,but when I came to the location the truck was still there.

Business

Response:

March 7, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1044460 Thank you for your concern for our customer Mr. [redacted]. Jon S[redacted], our President for our Western Georgia Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] dropped off the truck right before closing and drove away. He was contacted and informed of the cleaning fee but Mr. [redacted] did not respond by taking care of the cleaning, therefore, our GM and Assistant GM took care of the cleaning before it could be dispatched to the next family needing to move. We also show Mr. [redacted] called into our Emergency Road Assistance line and stated the two rear tires of the U-Haul truck are stuck in the mud. Mr. S[redacted] relayed the cleaning charge would stand. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response. Sincerely, Maria [redacted] Executive Assistant U-Haul International

Consumer

Response:

Thats completely wrong.Nobody contacted me .I received an email for the final bill thats how found out about the charge. As for me dropping the truck off and leaving, That's what I was instructed to do by the guy who rented me the truck. The place was closed when I got back,That's the point of the after hours drop which they told me to use.

Business

Response:

March 11, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr. [redacted]. Jon S[redacted], our President for our Western Georgia Regional Office, reviewed Mr. [redacted]’s recent comments. He informed our office his decision on the matter remains the same. Mr. [redacted] was advised of the cleaning charge and the charge will stand. 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 [redacted] Executive Assistant U-Haul International

Review: I had rented a storage unit here and had only been in the unit for about 1 week. That very next week I went back to my storage unit to grab a few things and after pulling out a couple of containers from my unit ,I discovered that in all the items that I had pulled out of my storage unit was completely infested with cockroaches , And then I started looking with a flashlight inside the unit to see if there were anymore roaches and yes there were. They were all over everything including my new bed and box spring they were in everywhere even in the smallest crevices just nesting ....

The owner / management have nothing to say except that they are gonna bomb my unit.Desired Settlement: I want to replace my bed , box spring, 2 large rugs and a few pillows, Everything else I was able to wash

Business

Response:

February 15, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1035886 Thank you for your concern for our customer Ms. [redacted]. Amie A[redacted], our Storage Manager for our Central Alabama Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but received no answer or voicemail to leave a message. She mentioned Ms. [redacted] was offered free boxes to repack items as well as for us to set bombs in her unit before she stored her fresh boxes, however, she declined. Ms. [redacted] only purchased coverage on one of her units and chose to be self-insured on the other. Please be advised Safestor Protection does not cover pests or vermin. Notes in Ms. [redacted]’s storage account mention there were boxes the customer brought into the storage unit labeled food and spices/food. The food box contained open bags and other items held closed with clothes pins. Opened bag of dog food was also held with clothes pin. 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:

This is not what happened at all. I seen tons of cockroaches in this facility every time I had been there except for the first time. No I did not have food stored there closed with clothes pin all the food items had never been opened. And we're fully sealed in a air tight plastic container. How does this justify the bugs all over and inside of my mattress and box spring. Also the GM of this location and area was trying to insinuate that the only way the bugs could've gotten there was me bringing get them in. How can I possibly accept this plus be offended by these comment from a GM after already knowing that there was a major cockroaches infestation there just prior to me putting my things there. I had found this out by 3 employees that are present employees there now. This is not OK for them to all of the sudden say that I had food and that I was offered boxes when none of this had been mentioned to me before. I didn't even have my things in cardboard boxes. All my belongings were in plastic containers. The only thing offered to me was a bombing in my unit and after theyes did bomb it twice there was still cockroaches in my unit.

Business

Response:

February 23, 2016 Revdex.com ID#: [redacted] U-Haul Ref#: 1[redacted] Thank you for your continued concern for our customer Ms. [redacted]. Scott F[redacted], our President for our Central Alabama Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office his stance remains the same as was previously relayed to your office. 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 Assistant U-Haul International

Review: I was overcharged by this company.

I went to U-haul at city mist logistics on Friday 11/27/15 to reserve a truck for a Saturday rental. I was given a key Friday. I was told by the representative that he was not going to be available Saturday noon. When I needed to rent it. So, he gave me the key Friday.

I picked the Truck up on Saturday and returned it Saturday and had to put the key in they drop box because he was closed. This was about 2pm.

Thursday I did not see my deposit returned and checked the receipt via email. I immediately called and spoke to an [redacted]. Her is the complaint number she gave me [redacted].

A Donald H[redacted] a uhaul representative sent me an email, stated what was on the receipt and stated he investigated. He refused to refund anything.

I went to directly to the location and spoke to the same representative that rented the truck to me. He did not argue because he knew he was closed saturday.

They overcharged me for 40 plus miles, gas and 2 extra rental days. He credited back the miles and the extra rental days without incident. But refused to refund the gas because I did not have a receipt. I drove a total of 14 miles. The tank was still full when I returned it.

I am very shocked that the so-called Customer Service representative (Donald H[redacted])from U-haul never even investigated the incident and refused to help.

If I never checked on the refund the crocks at Uhaul would have stolen 123.00 dollars.

They did steal the gas money of 21.00.

I believe due to the lack of integrity and problems they caused me, I should have gotten a full refund.Desired Settlement: If I never checked on the refund the crocks at Uhaul would have stolen 123.00 dollars.

They did steal the gas money of 21.00.

I believe due to the lack of integrity and problems they caused me, I should have gotten a full refund.

Business

Response:

January 7, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Don H[redacted], our Area Field Manager for our South Philadelphia Regional Office, followed up on the information Ms. [redacted] provided and sent her the following emails. The first was sent on December 4th and the second on December 30th: Good morning, I have been assigned your concern for your recent Uhaul rental. I see that you did your contract for this rental at 11:38A on 11/27/15 Friday. The return was registered at 7P 11/28/15 Saturday. According to this a 2 day rental is in order. since your rental period started at 11:38A it should have been returned, not later than, 11:38 A on Saturday. SDince your return was at 7P on Satuy this would go into the second day for charges. No refunds authorized for this circumstance. The case for the miles I can only say this is the miles registered on the truck at the time of return. I cannot issue a refund for this rental contract in these cases. Don H[redacted] AFM Uhaul of So. PhiladelphiaGood morning, I see this occasionally when it comes to getting your rental early. Your rental time period started at 11:38 AM on Friday. The truck was returned to the dealer around 7: PM Saturday, based on a 24 hr rental period this would justify a 2 day rental charge. We (Uhaul) were under contract with you for this truck for this period. I cannot authorize a refund for this case. Don H[redacted] AFM Uhaul of So. PhiladelphiaOur 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:

Mr. H[redacted] did not investigate properly. I returned the trunk a few hours after picking it up on Saturday not Friday. The agent at the location gave me the key on Friday, because he was not going to be available Saturday. I returned to the location and spoke to the agent. Mr. H[redacted] still has not investigate this matter or he would see the agent admitted he was wrong and did refund all except the fuel charge. There is definitely some uneducated unethical staff working for Uhaul. This places undue stress and hardships on honest hard working [redacted].

Business

Response:

January 14, 2016Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Dan D[redacted], our Executive Assistant for our South Philadelphia Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office Don H[redacted], our Area Field Manager, never spoke to Ms. [redacted] due to the fact our dealer resolved her issues with the extra days. Mr. D[redacted] mentioned the only item not refunded was the fuel and relayed no further action is needed.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: Rented a trailer from U-Haul, and by their policy they connect the trailer to the vehicle. After being informed that it was done I left the area. Less than 5 miles away the trailer disconnected from the hitch and was dragged by the safety chains. This did cause damage to my trucks bumper and hitch.

I have estimates to get the repairs done, as told to do so from U-Haul, and submitted them to their insurance company.

The insurance company says that they are not at fault.Desired Settlement: U-Haul is responsible as they are the ones who attached the trailer in error. They need to pay for the repairs to my truck.

Business

Response:

June 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr. [redacted], I am writing you in regards to your Revdex.com file I have reviewed all the information on the trailer detachment and have determined that U-Haul is not at fault for the damage on your vehicle. If you have any additional questions please feel free to contact me at ###-###-#### Thank you [redacted] Executive AssistantOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I made an appointment to rent a truck for July 13, 2013. Upon arriving to pick up the truck, I was told they did not have the unit I requested, but would give me a larger vehicle. I was not pleased with this, but, I had no choice as I had to move on this day, and had no notification of the change in status. I purchased insurance for this truck with the understanding that I would be covered in all instances. Upon pulling into a gas station, the overly large truck bumped a parked car breaking its tail light and damaging the bumper. When I made out the insurance report, I was told that coverage was only for the U Haul truck, not for any other vehicles involved. When I called my insurance company ( [redacted]), I was told that I would not be covered because the truck was bigger than what I contracted for. Why wasn't I told by U Haul's rental associate of the insurance policy's non-coverage of other vehicles? Why isn't U Haul responsible for the damage, since I was forced to take a larger vehicle than I required? Why take insurance in the first place when it covers nothing?Desired Settlement: Repair of damage to other vehicle.

Business

Response:

August 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], a Claims Supervisor for RepWest Insurance Company of NE, followed up on the information Mr. [redacted] provided. Please be advised that we provide liability coverage on an "excess" basis. Ohio is an excess state, meaning U-Haul is secondary to our customer’s own insurance. Mr. [redacted] explained that they had received notice from [redacted] that Mr. [redacted]’s policy is excluding coverage for this loss. [redacted] has the claim still open and active negotiations are taking place to settle the claim.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I accept the resolution as long as U-Haul is responsible for damages to the other car involved as I was not informed about no liability coverage to other vehicles, when I purchased the insurance from U Haul's associate or given any literature to read.

Review: On May 1, 2015, I rented a u-haul from this establishment, and I realize a week later that I left my keys (apartment and mail box keys) inside the cup holder. I contacted them on May 8, and left two messages for a manager to contact me and no one did. I eventually called back and got the call center on May 8th. I called back on May 9th at 11:37 am and talked to someone at the center and they told me the keys were there in an envelope. I went to pick up my keys and they could not find them. I just moved into my apartment and the thought of my keys being in someone possession at the U-haul is unsettling. I am upset because I was told the keys were there. I went back to may apartment and paid $51.00 to have my locks replaced and a new mail box key, because I do not feel safe in my home knowing my keys were there. I am asking for a refund of the $51.00 I had to pay to get my locks change.Desired Settlement: A refund of the $51.00 to change my locks.

Business

Response:

May 14, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

When Ms. [redacted] spoke to our Call Center in Phoenix, she was told we would have the keys put in an envelope for her. A message was then sent to our U-Haul Center to request they check for the lost keys and that Ms. [redacted] would be returning to the Center to retrieve them. Laura P[redacted], our GM of our U-Haul Center involved, advised our office they were very busy the morning Ms. [redacted] called the Call Center and never had a chance to check their messages, therefore, they were unaware she had left her keys in the truck she rented and would be returning to retrieve them. She stated they never did find the keys and asked us to offer her apology for any misunderstanding.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Maria P[redacted]

Executive Assistant

U-Haul International

Review: I rented a box truck and auto transport for our move we rented them for 4 days and were originally dropping them off in lubbock texas but we changed our location to big spring texas on thursday 08/06/2015.We are now being charged fees for equipment we didnt recieve and a wrongful destination fee when we confronted the lady at our drop off point she claims she could not do anything even tho we have paperwork to prove it we also called the conroe texas location and spoke to morgan the manager he also stated he would take care of our dropoff location and did not. This is the 3rd time we have had issues with u-haul.Desired Settlement: Complete and total refunded of all services this will be last time I use this company and will not be recommending them to any friends or family

Business

Response:

August 21, 2015

Review: On April 1,2015 I rented a on way truck from Uhaul of Millington Tennessee to Saint Ann Missouri. My family and I have rented many trucks from Uhaul doing my family military career. With this said I was very surprised to find out that Uhaul would rent me an unsafe truck to drive 300 miles or more. After loading the truck and hitting the highway my mother who was driving began to notice very hot heat coming from under the dash above here feet, with the heat in off position. We pulled off the highway to check the truck out. We saw exposure wiring hanging above the brake and gas pedal, that was generating the heat. It was late at night when we started our trip so there wasn't a Uhaul store open to call. We decided to drive with the windows down and try to make it to our destination. Even when it began to rain, we kept the windows down. The heat became so hot at times, that we would have to pull over. In which we did this several times. Also, when we hit a bump the truck would bounce all over the highway causing it very hard to keep it in the lane with eighteen wheels trucks trying to pass us. The truck was very unsafe and I believe the sale person knew this when they rented us the truck. When I dropped the truck off in Saint Ann MO,I did make the attendant aware of the expose and heated wires. He stated that he would look into it.

Product_Or_Service: Truck

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

To notify Uhaul of my compliant, and ask them to look into this matter.

Business

Response:

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Memphis Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] requesting a return call to personally address her concerns. He also relayed he had issued her a refund for $50 as an adjustment on her rental. The refund should post on her next Visa credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $25 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

Review: I called Uhaul on 4/2/2015 and explained to costumer service that I had not been able to move into my storage at [redacted] in Longview, TX and that although I paid for the unit on Saturday 3/21/2015 they kept their key on the unit until Sat 3/28/14....I Never moved in because the location never had space for me to park and unload and because the bay door was always blocked not allowing access and swipe card did not work. I was told by the customer service representative that if I explained the situation to the U-haul location that they would give me a refund if I showed them that I never moved into the unit. So I went to the Uhaul located at [redacted] at 11:00 am and Spoke to the location Manager [redacted] who stated that it didn't care if I had the rental for one day, he would not get a refund and that I could call the 1-800# and request one, so I stayed on site and spoke with customer service that stated they could file a grievance and it would take a few days to get it resolved. I informed the manager and asked to have someone come open the door to the storage since the bay door was closed (which should have been opened and my swipe card did not work) and to show them that in fact as I stated before I had never moved in). So the worker followed me and saw that I had not moved in after I removed my lock. The worker stated that he would put me down as a move out...(which was never done until 4/8/2015). I got a call on Sunday at 10am from [redacted] stating that after his walk around he noticed that there was no lock still on my storage unit and if I was still planning on moving in or not. I called on Monday to see why someone had called me and [redacted] answered the phone and cut me off when I started speaking and said I TOLD YOU WE DON"T DO REFUNDS!!!! I stated that I was not calling about the refund at this time I was returning a call that I received and wanted to know what it was about. Later I retrieved my message from [redacted] and realized that my move out was never done...I called the call center about my grievance and I was told that the manager [redacted] had closed the grievance as resolved stating that on 4/2/15 at 2pm I had left their location happy, that although I only had the unit for a week (since the other week uhaul storage's lock was on the unit) and that I spoke with someone at the call center that said I would be getting a refund. When I was never their at that time and the greivance was NOT resolved. I requested that the grievance be reopened and today I got an invoice stated that I moved out today 4/8/15 at 2pm when I had removed my lock on 4/2/2015 and after getting the email I called the call center again about my grievance and they stated it had been resolved stated by [redacted] that he had sopken to me on 4/6/15 (which he had NOT) and that he went over the rental agreement with me which stated no refunds...HE NEVER called me at any time and went over the agreement. I asked the call center representative if there was anyone one hire up than the manager that I could speak to and she gave me the regional number ###-###-#### and I spoke with a gentalmen that informed me that he could not help me since he did not have access to any grievance referance number and the only person that I could speak with was customer service number at the call center or the manager for that location....I asked "so your saying that the manager, can lie and treat a customer any kind of way and there is no one over him that can regulate the actions of a manager? he didn't answer...I stated no wonder he is lying and going whatever he wants to do and treating me any kind of way... tho that he said all I can do is send you bk to the customer service call center, which he did....I asked the representative if there was any way for me to get a copy of my grievance and she said no...The new Call Center representative Re-Opened the grievance and told me to call bk on Friday to check on the status. I have used U-Haul since 2005 to now and I have never had a problem with storage refunds, managers, equipment rental and I have used U-haul several times in the past 10 years...However after my experience...I refused to ever use U-Haul again and I will let everyone know how horrible of an experience I have had, if there is no favorable outcome to this Issue. I have taken pictures to prove that the bay door was closed and blocked during business...not allowing access to a customer to be able to move in. That the Swipe card never worked to get in the storage in the first place to be able to even move in....Horrible location to store something at and even the worker that went with me to the unit agreed about the locations issues with space to move things in or out.Desired Settlement: An apology, regarding all of the lies and disrespectful, rude behavior towards a customer. A Refund...

Business

Response:

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our East Dallas Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised of a refund for the month of rent.

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: A guy in the Boise office called us two days before we were supposed to pick up our rental truck saying he didn't have one for us. We reserved a 17 foot two weeks in advance. He said he would call us back by the next day but he didn't so we had to call him. He told us he only had a 10 foot truck so we took it thinking that was our only option since we had already called other places but they were sold out. The 10 foot truck would have required us to take three trips and did not have a ramp. A ramp is a big thing to have when moving appliances, and the only reason we rented a dolly as well. We called that same night that we had picked it up saying this was not going to work and learned there would be a 26 foot truck ready the next morning at 11:30. This required us to push back our moving time, etc but it was better than the 10 foot truck. Not only did this first guy lie to us, we have been lied to other times. The main guy Drex was supposed to call us on Saturday or Monday but never did. We called on Wednesday and learned that they claimed they called us and gave us a $50 credit to use them another time. We never accepted that and just want our money back from the first truck. We have called customer service five times now and gotten a complete run-around.Desired Settlement: We want to refunded the cost of the first truck that we didn't use. If we keep getting the run around then we want the part of the cost of the second truck refunded.

Business

Response:

August 19, 2015

Review: Trailer hitch installed July 2012.Told the regular installer away ill father ,returned to show U haul my SUV had been ripped apart at the tail lights metal was twisted paint torn off tailgate wouldn't close .[redacted] returned to work he stated that he watch video Uhaul has cameras everywhere [redacted] said yes he did witness the damage done by the repair man. told not to worry that Uhaul would look after this and pay for my repairs. [redacted] the manager said get an estimate and I did, drove back to deliver to Uhaul. Never heard back,had to call myself [redacted] told me her boss [redacted] thinks repairs are to high for me to expect them to pay for, go get another lower estimate and they would decide. did that forwarded a few pictures of the damage. contacted [redacted] again on my own no reply again. After filling all requests I was asked again to come into Uhaul so [redacted] could see damage again.done as asked again only to be offered a can of touch up paint after I contacted her. I had electrical problems after this install didn't realize they did wiring throughout SUV. Was directed to deal with [redacted] only to find he would not respond either. After numerous times trying to resolve even a letter from my brother to uhaul I never got a response. I continued to reach [redacted] without success December I contacted the Dispute Resolution Center . [redacted] tried for months ,reaching a man [redacted] who promised to return call by 4:30pm the next night. He never responded.Many calls I found a new contact [redacted] from Windsor office, he said send info to him prove Uhaul caused issues and he will pay and resolve problems with wiring and damage. I took my SUV to [redacted] they said Uhaul's wiring install caused problems I sent picture of damaged problem part and bill of my payment to [redacted] then he said it is my camper that is the problem his offer of payment would not cover my cost for repairs for wiring and damage to body of SUV that would have to stay in body shop for 3 days and my car rental while repairedDesired Settlement: SUV damage to the body, repaired to same state arrived in refund for my repairs paid to [redacted] $250.91 rewiring$83.00 paid for fuses blowing from faulty part work done by [redacted]s3 days car rental while my SUV in shop for repairsUhaul is refusing to provide part (strap)[redacted]s doesnt provide or sell part not able to use my camper for two summers nowmoney to purchase and have this part installed elsewhere as [redacted] refused to pa

Business

Response:

Thank you for your concern for our customer Ms. [redacted].[redacted], our Traffic Manager for the U-Haul Company of Western Ontario, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was originally offered a settlement of $1,002.82 on June 27, 2013. $630.77 was for the auto body work, $222.05 for the electrical work, $100.00 for rental car allowance, and $50.00 for wiring installation. This was an approximate cost and Ms. [redacted] still needed to provide a receipt for the work and was advised that the work would need to be done through another company since U-Haul chose not to touch her vehicle again in any form. This was to be final settlement, however, Ms. [redacted] declined the offer and as of July 6, 2013, this offer was left open for Ms. [redacted] conditional of her not going to court over this matter. The last contact we had with Ms. [redacted] was when she was confirming an address as she was planning to take us to Small Claims Court. Ms. [redacted] stated her office felt the settlement they offered was fair and covered all receipts and issues Ms. [redacted] experienced. We are still willing to make the refund but at this point will require a signed waiver from her agreeing to stop any legal action.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.[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 will have to forward one email at a time as I cant seem to save to my documents on this laptop. I will forward all email correspondence to you. I have tried numerous calls over the months up until Dec 2012, to reach [redacted] from head office in Toronto and I was unable to reach him or get a reply from him or anyone else in Uhaul. After many months I contacted a young women named [redacted] from the Dispute Resolution Center at the University of Western Ontario. [redacted] tried numerous times as well and finally she reached a man named [redacted] who gave her his word to reach me the next day by 4:30pm to resolve this issue. All I have asked for is that my SUV be restored to the same condition that I brought it in to have a trailer hitched installed. [redacted] stated that after the few months went by without being able to contact anyone or receive any return calls she was not able to put anymore time into my situation. I then continued to try to resolve this issue again and after many many calls a female employee told me that a man named [redacted] in Windsor has taken over the area and I would have to deal with him. I contacted [redacted] and he said why did this time go by all these months and I explained my situation to him. I told him I sent in the estimates that Uhaul requested for body repair and nothing has been done he said forward them to him. I asked him if he could please get them from [redacted] at Uhaul on Clark Rd office as I didn't have the first estimate I didn't keep a copy.[redacted] said that if I could prove that my wiring damage was done by Uhaul he would look after me. I took my SUV into [redacted] a very reputable service Center and they stated that this damage was due to the wiring done by Uhaul. After I emailed all my receipts to him he claimed that the wiring is caused by my camper itself. I even forwarded a picture of the faulty part from uhaul along with a contact name from [redacted] would said that he would speak to Uhaul to report his findings but [redacted] refused to contact the service center. The money that [redacted] offered will not cover my cost of repair or car rental and any other costs. I had requested that Uhaul pay the body shop ([redacted]) where Uhaul accepted the lowest quote or estimate. The car rental which is needed for 3 days they offersed me $100.00 and after calling few places for estimates it would cost around $200.00 I would be out of pocket money for this. At first they offered me a can of touch up paint for the damage to my SUV where their installer was looking for the wiring and tried to pry my tail light out while ripping the metal on my SUV on 2 spots. Then [redacted] called my home and said she had a really great offer that I would really like, she offered me $400.00 cash. I told [redacted] that that money would not even cover the estimate for repairs and I can not accept that amount, [redacted] stated that this was a one time offer. I requested that [redacted] email me that offer but she never did send me the offer as I am sure she knew I was going to keep it in case I had to file in small claims court. [redacted] ( the regular from Uhaul on Clark RD where I had the install done said he did review the video, as Uhaul has video in the front office and customers can see they record everywhere. so I mentioned that my repairs were done on video. Also after I had my repairs done as [redacted], which [redacted] knew I was doing as he said he would pay me the cost when I proved Uhauls fault, I let hime know that [redacted]s said they do not sell or install the harness there and I would need this done to complete my install to be able to tow my camper ( which I have not been able to use my camper for 2 summers now. GREAT INCONVENIENCE ) that he would not touch my SUV again and refused to install the harness [redacted] stated to his head office that the last time we spoke I called him for his address to file in small claims court, I did tell him during the call that if I can not get this situation taken care of, my time is running out to recover any cost to restore my SUV and he will leave me no other choice, it was then he started giving me his mailing address and I didn't know why he was doing that. Below I will include the cost for me to have my SUV returned to the same state I arrived in on July 27 2012 and I will also email you the receipts which I have paid for already and the costs I have been estimated thank you [redacted]s checking to see what the issue was with my continuously having to replace fuses for my lights $82.54 checking but couldn't afford the total repair at that time $250.91 repairs at [redacted]s for wiring (without the harness they do not sell or install) $630.77 lowest estimate for repairs to body from damage uhaul already admitted to [redacted] Steels Clark Rd Uhaul after contacting [redacted] the other day they are willing to honour the same estimate even though a year has passed I will forward their email updated estimate to you as well $200.00 [redacted] Car Rentals ###-###-#### rental equal to a SUV $63.16 a day times 3 days needed while my SUV is in for repairs and paint to dry $59.00 harness and $40.00 plus tax install from the Trailer Hitch , which I plan to have installed on the 21st of Sept 2013 ###-###-#### which I believe is about $1263.22 and these are estimates on repair, and may be taxed on some of these prices. I had asked that Uhaul pay all cost directly so they know that I am not trying to make any money from them as I felt they were implying earlier on in their offers thinking that the cash would make me happy. I assured them in NO way was I looking for a quick cash crab that I only want my SUV in the same shape I entered their Uhaul store. To this day this is all I am asking for. I do not want to have to pay extra costs as I have done every request they asked of me including driving into Uhaul numerous times for them to look at the damage which is on the other side of the city as well as the extra cost of gas and my time and having to bring 2 children with me including on special needs child that I had to wait in the waiting room while the install was done once and [redacted] asked if he could take my SUV in the back for a quick look to inspect what the first guy did. When [redacted] returned with my keys he stated that everything looked good. After talking with [redacted] he was accussing me of having my SUV repaired 2 times at Uhaul and the second time they did it for free of charge. At no time did [redacted] say there was any reapir done to my SUV while he had it in the back and at no other time did they have it in their shop, so if they did a second repair it was done on the quiet and they didn't tell me as I said [redacted] stated "it was all good " believing the wiring was in great condition. Which it turned out not to be in good condition it caused me head lights dash lights and console lights to flash at different times then my fuses to keep blowing and had to have replaced constantly. Emails to follow

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of Western Ontario, reviewed the information Ms. [redacted] provided. He relayed to our office that he has offered Ms. [redacted] a fair settlement. $1002, which included $630 for body work, $225.05 for wiring repair, $100 for car rental, and $50 for the trailer wiring. Please be advised that Ms. [redacted] was only charged $15 for the installation of the wiring. Our GM of our U-Haul Moving and Storage of London, [redacted] Steel, explained when Ms. [redacted] brought her vehicle in because of the damage done to the bumper, he noticed the electrical converter box had blown and replaced it. These converter boxes normally would not become defective unless hooked up to a trailer with damaged or defective wiring. Mr. [redacted] relayed, that in his professional opinion, Ms. [redacted]’s wiring issues were caused by a defective trailer, not defective wiring. The wiring was defective after being attached to a defective trailer and this did cause issues with her vehicle. He went on to explain that our convertor box or installation of wiring was not the cause of a wiring issue with her vehicle. Its failure was the result of the trailer she attached it to. [redacted]s notes on the bill and the picture Ms. [redacted] sent of the box supports this conclusion. In spite of this fact and in order to resolve these issues, Mr. [redacted] offered to pay $222.05 and $50 for a total of $272.05 to cover electrical work she had done due to her belief it was defective work done by U-Haul, in addition to the $630 for body work and $100 for car rental allowance.Mr. [redacted] stated he does not believe our wiring harness or the installation was the cause and for this reason he refuses to install another wiring harness. Installing another harness without fixing the cause will only result in another failure. He believes his offer is reasonable and is willing to cover most of the electrical expense and refund what she paid for trailer wiring as well. Refund of $1002 plus HST is his final settlement.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.I am responding within my 7 days of email This offer from Uhaul does not cover My expenses and I don't feel I should Be out of pocket money that is to pay For damage done by Uhaul. As I stated before When I took my SUV into uhaul for [redacted] To inspect the damage he said let me Take a look at the wiring while I have You here I said sure thinking he was Doing a good service, when he returned He said to me it's all good, at no time Did [redacted] ever state that he had to repair Or replace any part on my SUV first I heard about this was from [redacted] in his argument of why he shouldn't have to cover The cost of repairs. Also when I spoke with [redacted] before I scanned and emailed all my Receipts I told [redacted] I would like him to contact [redacted] At [redacted]'s and speak to him about The damage and repairs that were done By the installation of the wiring by Uhaul [redacted]'s response Was he was not going to call him that he didn't need too. So [redacted] refused to speak with [redacted] at [redacted]s. [redacted] had explained to me That the camper does not have any power in the Wiring that the camper gets its power from the SUV, The harness would burn out from faulty Wiring in the vehicle while trying to travel To the camper, as I am not mechanically Knowledgable , I don't have the best or exact o Explanation of the damage and that [redacted] Could explain it better to [redacted]. I have An appointment at the trailer hitch Friday At 4 pm for the harness install which Was quoted at 59.00 for the part and $40.00 installation and another half Hour of my time , which I have invested Multiple hours into getting quotes, driving Back and forth to uhaul for them to look At my SUV, a few times and to take pictures Of the damage, drop off two different quotes, pick Up pin for the trailer hitch as the guy who Did the install gave me the wrong size And I had to borrow a pin while picking Up my trailer as that pin wouldn't fit into The hook up, I have spent way too much Time on this as well as phone calls repeatedly Trying to resolve this, without any success. Then having the Dispute Resolution Center Trying to help me resolve this with them Being giving assurance uhaul would contact Me and resolve this. [redacted] from Western University , Dispute Resolution Center ,was unable To continue to help me with this as Uhaul Was not returning her calls and felt she couldn't Invest or waste anymore time on an issue She felt wasn't going to be dealt with by uhaul. Finally after numerous phone calls I was given [redacted]'s name and contact information. I did everything [redacted] requested scanning And emailing everything I had plus pictures and Felt I was getting no where as he was Offering what he feels is extra money And that he is doing me a favour, it will Not cover the expenses this has and will Cost me. I am not asking to make any money On this ,nor am I asking for gas and time spent on this I am requesting that uhaul take full responsibility For the damage they have caused to my SUV. I hd requested to [redacted] that they pay the services Directly so uhaul doesn't feel I am asking for extra money for myself. Uhaul would then know My SUV would be repaired to the same State as before U arrived at Uhaul. I am Not asking anything that is unfair. I had Asked [redacted] if the guy who did my install Was licensed to work on vehicles and He has never responded to my question. I will Show the burnt out harness to the installer at Trailer Hitch tomorrow and ask his opinion On the cause of the damage, as this Is their field of expertise and he should Know if a camper that doesn't supply Any power , could do this damage and I will Forward this on to the Revdex.com. My camper Has been towed by other vehicles and It seems that only my SUV has this issue.I have not Been able to use my camper for most of last summer and not at all this summer with the continuing Issues and felt I had to get things moving To resolve this or maybe too much time would Pass with me being stuck paying 100 percent of the damage. I am hoping someone at uhaul Will look further into this and realize this Damage was all caused from the installation at uhaul and any expense should not be covered By me. I have been extremely patient and did Everything requested of me by uhaul . If at any time Uhaul would like to pay to have the wiring Inspected on my camper , I will be happy To allow the inspection however it should Be done by a non bias reputable company . I will forward the receipt from the harness install as well As any results from inspection of the burnt out harness please advice me of the next Step in this process , as I read this was uhauls final offer and it is a few hundred less then cost of repair.Thank you [redacted]

Review: I had called ahead and made reservations for this 20 ft. truck. After a few days I recieved a call from uhaul saying they were changing my pick up place they thought it would be closer for me. I didn't know I had never been to that area. It turned out to be an extra 55 miles for us to pick it up. I saw coming through Butler pa they had trucks right along 422 where we wanted to pick it up but were not allowed to. I had ask for a military discount and was told I would recieve one they quoted me a price of 268.20. Plus gass. When we went to pick up the truck at Hobaughs Auto Parts in [redacted] the man at the desk did not want to deal with us.First he said your card is declined . I had checked before I went in there and the monies was in the bank. I ask him if he would please run the card again and he said "No I will not" My son in law who is also military gave him his card and ask for a miitary discount, Mr. [redacted] reply was " No go through u-haul for that not me" He ran my son in laws card and it went through. Threw the papers in front of me and said sign this. I told him the price was not what I was quoted I didn't want the extra insurance didn't need it his reply was take it or leave it this is the price any changes talk to uhaul.'' I was left with no options and not even an ounce of courtesy from this man. I had needed the truck due to domestic violence and felt abused again by this man. He never came out to check the truck over or anything . The truck had no working air conditioner. Ate gas like it was going out of style. I had no options. After leaving I called the uhaul 800 number and spoke with a lady there who said they would honor the original contract and give me extra miles for having to drive extra then my call dropped and we figured it would be taken care of. Needless to say it had not they reimbursed me the 50.00 reservation fee and that was it they did not honor the original contract which I have in writing and email of 268.20. Now I am so furious and hurt over itDesired Settlement: I would like a complete refund since they did not honor their contract or help the military. It is not right to treat anyone this way let alone the military

Business

Response:

August 19, 2015

We rented a Uhaul for one day returned it the next day before the 24hrs were up. We got a charge for $80.00 more on our credit card. I called to ask why and the lady told me it was because the truck was dirty... Are you freaking kidding me!! We didn't even finish moving our furniture it was all boxes that we moved. We will never use this company again.. And also word of mouth works..I will tell all my friends and relatives to watch out for this thiefs. Place where we got the truck is Bennetts Rental in Burleson Texas.

Review: I rented a uhaul and called to see if I could Change the round trip to a one way and was directed to the website uhaul.com. There it asked for my order number and name. And then offered return options. After accessing/confirming my location via phone gps and having me take photos of everything it adjusted the price to $48 dollars. Because this fee worked for me and because the instructions review screen said it included the few for dropping it at a different location, I locked the doors and dropped off the vehicle. The next day I got a call saying the fee was double and Paul who called me was rude and when I asked if I can just come pick it up and return it he said "it's too late, either pay up or never rent uhaul in the U.S. Again". When I explained I only did this because the phone offered the site, and the site calculated my options he refused to help and told me I shouldn't have changed my mind. I asked for his manager and he said there isn't one today. I asked for the name anyways and he gave me [redacted], ###-###-####. I then called the original uhaul site in Scranton and they said the process wasn't too far along and that they would call the other store to arrange that I pick up the truck so I can drive it back myself to avoid the fee. I only used the vehicle for a couple hours and only added 16 dollars of gas usage (roughly 26 miles) to the odometer. I am still waiting for a response as I type thisDesired Settlement: Uhaul needs to modify my charges to match what I was quoted and/or remove the advertising and entrapping practices they currently used to grossly inflate my fee.

Business

Response:

July 26, 2015

Review: I called this location of U haul storage at the end of May 2015 to reserve a 5X5X8 climate controlled unit for use at the end of July. I was given a price and a confirmation number of my reservation and was told to come in the day before move in to sign the contract. I called back 3 weeks later just to check on my reservation and gave the employee the reservation number and they could not find me in their system. I told them that I had made the reservation 3 weeks ago and was calling to check on. I eventually asked to have the manager call me and he did several minutes later. He could not find my reservation in the system and he told me that they no longer had any units available to reserve but if I walked in today I could rent the last unit they had which was the size I needed. He could not rent it to me over the phone but they had to hold it for a "walk in."He told me he doesn't know what happened to my reservation and that this is a very busy time for them right now. I explained that if I had just showed up at the end of July after driving in from out of town that I would not have had a storage unit even though I had a reservation number. He was not very apologetic and I told him that he had to fix his business practices.The employees who initially answer the phone for this location are not physically at that location. One woman told me she was in [redacted] answering the phones for this business. How can you take reservations and have people count on you to give them correct information if the employees cannot log the proper information into the system?Desired Settlement: DesiredSettlementID: Other (requires explanation)

Give me a proper explanation as to what happened to my reservation.Change their business practices so it doesn't happen to someone else. I do not trust this business to rent another unit from them.

Business

Response:

July 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office the telephone number listed for Ms. [redacted] was not a good number, therefore, sent her the following email in response:Ms. [redacted], I received you Revdex.com complaint today and I tried to call the number listed and the call would not go through. I want to first apologize for the incident. I have looked into your situation and I see that you indeed did have a reservation to move in on July 24th. I also see that the manager of the location canceled the reservation on June 8th and his note says that the customer is no longer moving. I can only assume that he made a mistake when entering the room number for someone else's cancellation. I can understand your frustration and I have had a conversation with him and the staff at that location. I will also be having a meeting next week with all managers and I will put this incident on the agenda to discuss with all. This is a very busy time for U-Haul but that is even more reason to make sure we do what our customers expect. Again I am very sorry for the mistake and if there is anything else I can do or if you wish to speak with me please call.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I rented a Ubox that was supposed to be delivered out of this location. The system they have is a absolute mess and they overcharged me. My ubox was supposed to show up at 9am moving day, which it did not. Instead of being able to talk to someone directly about the whereabouts of my ubox, the phone system automatically directs to customer service who have no idea what's going on. Every time I would talk to one of them, they would put me on hold and either hang up on me or it would redirect to the main menu so I'd have to explain the situation all over again. After finally getting ahold of the GM, he told me there was nothing he could do because the company who delivers my ubox is not his company and he could not give me their name or contact information, so basically I just had to wait until I got a phone call from them telling me when my ubox would be delivered. After it showing up 8 hours late, I talked to the driver who told me she would pick it up first thing the next morning. Again, she was 8+ hours late, picking it up the next evening.

After going through this hassle, I look at my credit card statement and find out they overcharged me $22. I have a contract that says they will charge me in three increments and the first two increments were dead on. However, the final charge, originating out of the Seattle location, was overcharged and he refused to authorize a refund of $22. The whole thing is a huge hassle with 0 acknowledgement to customer service.

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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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