U-Haul International, Inc.

Review: I am writing to dispute charges that were made after I recently rented a U-Haul truck.

I rented a 15’ truck on Saturday June 27th, going one way for an out of state move. After completing my move the following day, Sunday June 28th, I dropped off the truck sometime after 2pm at U-Store Self Storage, located at 1690 South Ave in [redacted] NY. When I picked up the truck it had ¾ tank of gas. The [redacted] gas station, located at [redacted] NY was used to refuel the truck on the day it was returned. The gas gauge was not quite at the ¾ mark on the first try, so additional gas was added. After the second attempt the gauge was at or probably just a slight hair above ¾. I have the two gas receipts showing the two separate transactions.

The office was closed on Sunday, so I left the key and contract in the drop off box. I called U-Store Self Storage the following day, Monday June 29th, to confirm that they had received the truck. I called at 8:11 am, 8:22 am, 9:16 am, and 9:22 am, but got no response, just voicemail. I left a message stating my name and why I was calling and that I would like a call back to confirm receipt of the truck. I waited and called back at 10:39 am and finally got someone. It was at that time that a lady spoke to me and informed me that everything was in good shape, but I was charged for gas. I asked her how that could be since I filled it back to the pre-rental level, and even had to buy gas twice just to make sure it was a ¾ tank. She simply informed me that I did not put enough gas in the truck, and she said that I shouldn’t worry because they did not charge me that much since it was only slightly below the ¾ mark. In her words: “it’s right next to the line, but it’s not ON the line”. I asked her to tell me exactly how much gas I was short, and what was represented by being just next to the line. She couldn’t quantify the amount of gas that I supposedly owed, but said “Oh, it’s really not much, we didn’t even charge you for up to 2 gallons”, and she let me know that amount I had been charged. I asked her if they had already filled the truck with gas; she replied no, that they do not have a gas station on site. I told her I was aware that there was no gas station there, but wanted to know if they were going to fill the truck to make it up to ¾. She said no, that they do not fill the trucks. I told her that the gas was at ¾ when I left it, and asked to inspect it myself. She said that the truck was there and I was free to come in and inspect it.

It was about 2 hours later when I was able to make it to the facility. The two people I encountered there were absolutely unhelpful. The woman I spoke with on the phone was sitting at the desk. There was a man sitting behind her whom she asked to show me the truck. The man came over to talk to me and informed me that they had just rented out the truck. He also informed me that the gas was low and proceeded to show me a diagram of where the gas gauge (in his opinion) was at the time it had been returned. The diagram itself was a gross misrepresentation of anything that could have been. For one, if I could take the time to pump gas twice just to avoid being charged a grossly inflated amount for gas, I would not have let the gauge drop below the pre-rental level. Secondly, I’d sooner go back to the gas station where it’s $2.95/gallon than be charged a ridiculously spurious amount for a teaspoon of gas. Thirdly, there’s no way that driving from [redacted] to [redacted] would have used any amount of gas significant enough to budge the gauge from where I had filled it to where they claimed it was.

So, based on his diagram, it looks like U-Haul charged me $7.87 to buy less than 1/16th of a tank of gas, which they DID NOT even actually purchase, since they chose not to even bother to fill the tank. They very conveniently rented out the truck to someone else when I wanted to see it. If that was indeed the case, then it means that they probably made that person sign a contract stating that the tank was ¾ full, despite the fact that they obviously felt it was not at that level and they did not replenish the fuel. That would constitute FRAUD.

I called the U-Haul customer service number (###-###-####) on Monday June 29th at 3:48 pm and voiced my complaint about the gas charge. I was told that a field manager would review the case and contact me within 3 business days. On Tuesday June 30th, I got a call from the area field manager, [redacted], at 12:19 pm, however, I missed the call. He left a message stating that as far as he was concerned he was not going to reverse the charges because the truck was under fueled. He gave a direct call back number in case I had additional questions. After I listened to the message I called [redacted] back at 12:38 pm on the number he had left me, but got his voicemail, so I left a message for him to call me back, but have not heard back from him since.

U-Haul exhibits abysmal business practices, poor customer relations, is out to take advantage of its customers, and rips people off. My issue is not the amount of money I was charged, but the fact that I was charged for something that I should not have been charged for, and I WOULD LIKE MY MONEY BACK. I do not believe them for one second concerning the gas level in the truck, and my only regret is not taking a picture of the fuel gauge before leaving the truck.

This is the last time I will EVER rent from U-Haul, and while I know they do not care about losing my business, since they have thousands of people who rent from them every day, I will still make it a priority to tell everyone I know to STAY AWAY from this FRAUDULENT company, and will make sure people continue to pass on the message. If U-Haul wanted to provide good customer service, then they would rent out trucks will FULL tanks of gas, not some ridiculous fraction of a tank and expect you to know exactly how much gas you will need to pump to get it back to ¾ tank. It’s very easy to pump a tank till it’s full. It’s impossible to gauge a specified fraction of a tank when you’re pumping, unless you make multiple purchases. I believe U-Haul deliberately chooses to give people unfilled tanks so as to nickel and dime their customers and find any way to scam them and tack on extra charges. If I had returned the truck with a completely full tank, I know they would not have given me a refund for the amount over ¾.Desired Settlement: Refund the amount erroneously and fraudulently charged

Business

Response:

July 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and offered her apology. She also advised her of a refund for the fuel fee of $7.87 she issued back to her Visa 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:

I emailed the Revdex.com (at the email address [redacted].[redacted]) on 7/3/15 to give them an update on the situation. In that email I informed the Revdex.com I had gotten a response from U-Haul and was told I would get a refund, which I have already received. so the issue has been closed. Thank you for your help in this matter.

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

Regards,

Review: I was originally quoted $1202.00 on march 18 for the rental and shipping of one uhaul ubox from elmwood park il to bonita springs fl. I ordered another ubox but before doing so I asked if there will be any additional charges for shipping the second ubox and I was told there wouldn't be. I received an email on March 20th stating my credit card would be charged $2454.00 on Tuesday, March 24th. As soon as I got the email I tried contacting [redacted] at the chicago uhaul office since he handled my order. I left several messages for him and never received a call back. I then called a main number to try contacting someone at uhaul. I was told to contact [redacted], whom I called and left several detailed messages, I never received a return call. I finally did get hold of him and he told me I had to call a woman named [redacted] who is the ubox coordinator in Fort Meyers fl. I spoke to her on several occasions during her attempt to help me. She called and left messages for [redacted] in the chicago uhaul office since he was the one that handled my order. He never got back to her. She also left a message with my cell number for him to contact me, and he never did. After several failed attempts, I was told by haul to just dispute the charges, which I did. I supplied [redacted] credit card company with documentation. I also told them that all calls received by uhaul are supposed to be recorded so haul should be able to listen to the recorded calls where I was told there would be no extra shipping charges. I received a call from the credit card company that they cannot take my claim any further since I didn't have it in writing stating there would be no extra charges, that is why I'm contacting you. I really feel like it was a bait and switch and if they DO record their calls, they will find that what I'm saying is true. I don't feel I should be responsible to pay the extra charges.

Product_Or_Service: uhaul moving boxesDesired Settlement: DesiredSettlementID: Billing Adjustment

I want the extra charges of $1252.00 taken off of my credit card.

Business

Response:

June 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Coordinator for our North Shore Chicago Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she will be in contact with Ms. [redacted] to advise her of a refund for the requested amount of $1,252.

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: The service department of this Uhaul location did not properly install a hitch to my VW Rabbit. As I left the lot and pulled into traffic along 15th, the trailer and hitch fell off except for the safety chain and jerked from side to side, sparking and grinding the steel of the hitch down half an inch.My subsequent phone call with Uhaul safety number was cut off, and I reattached the hitch and properly placed the missing pin without assistance. Uhaul has claimed that this was because I had the hitch installed at the end of the month, which is their busy time.Desired Settlement: I think it is fair for Uhaul to refund the labor cost for installing the hitch, as this was not properly done. I would also like a refund for the damaged hitch ball and mount.The reference contract number for this service is:Contract Number: [redacted]

Business

Response:

May 18, 2015

Revdex.com ID#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and offered her apology for the inconvenience she experienced and that she had issued her a refund for $404.74 back to her Visa 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 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.Uhaul's stated response is more than adequate, and I appreciate the attention given to this case!

With Kind Regards,

Review: On Friday August 21st 2015, I rented an EL - 17' truck - EL 1312M from Forrest, MS. After I drove the truck to my home, loaded all my belongings, and sat out it started to storm. About an hour on the interstate I noticed the air conditioner stopped working. After about another 30 minutes I received a call from my parents, who we're following me, informing me that the blinkers were not working. To make matter even worse the windshield wipers stopped working shortly after. It was still storming very heavily. I pulled over to wait for the rain to stop and my stepfather decided to trade places with me as we couldn't sit there all day waiting. He drove the truck very, very slowly the remainder of the way to gulfport. When I went to turn the truck in I spoke to the general manager, [redacted]. When I first told her my concerns with the truck she began to laugh. I was blown away at the level of customer service offered by this manager. She proceeded to explain to me that nothing can be done because not only should I have pulled over and requested another truck while in the pouring rain, but the problem was also most likely my fault because if you put the key too far in hardware in the truck can stop working. I was absolutely floored. Not only was I being very rudely disrespected but I was also being told it is my fault for the trucks being faulty aside from never having been told of these problems at the beginning. She got louder and more aggressive to the point where o felt it was not getting anywhere so I told her I'd like to end this interaction and I will call the corporate office to handle this. She laughed, handed me her card and said, "go for it. It will just be sent back to me and nothing will be done." For the next two weeks I tried to get this issue resolved with customer service. I called 7 times. Each time I was sent from person to person and told someone would contact me within 48 hours. It never happened. It looked like the manager was right.Desired Settlement: Because of the extremely poor quality of the vehicle I was given, the very aggressive and unproffessinal attitude of the manager, and the complete unwillingness of the company to resolve this issue, I want a full refund, and I want to know that some kind of disciplinary action is being taken against against the manager so that note people are not subject to this.

Business

Response:

October 29, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he personally spoke to Mr. [redacted] after his rental. Mr. [redacted] apologized for any rude treatment he experienced and offered to send him a $50 VIP Certificate to help offset the inconvenience he incurred. Mr. [redacted] accepted the resolution. Mr. [redacted] then called our Regional Office and filed a complaint. Mr. [redacted] spoke to Mr. [redacted] again and Mr. [redacted] relayed he had no intentions of using U-Haul again. In an effort to bring closure, Mr. [redacted] offered to issue a refund for $50 in place of the VIP Certificate and would speak to our U-Haul employee to take corrective action as needed to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Mr. [redacted] stated he wanted to be involved with action taken against our employee. Please be advised, any action taken with our employees are kept within the company. Mr. [redacted] did not find any issues with the truck Mr. [redacted] rented and it continued to rent without incident.As we value Mr. [redacted] as a customer, Mr. [redacted] sent him 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. Monetary reimbursement is not warranted.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:

The information sent by Uhaul is not accurate. The truck was indeed faulty and I have two eye witnessed who are willing to submit written testimony to support this fact. Aside from this, my main complaint was with the behavior of [redacted], to which I also have an eye witness and have contacted another costumer who was present in the store at the time who is also willing to make a statement in regards to [redacted] actions. She told me point blank, after she laughed in my face, that nothing would be done and the complaints would be sent back to her and she would mark them as resolved. That inss indeed what happened. Thus type of business operation is not ethical in any way. I will not be brushed aside and forget about this like they are assuming I will. I am going to continue fighting this until it is resolved and I do not care how long it takes.

Business

Response:

November 5, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our Mississippi Regional Office, reviewed Mr. [redacted]’s recent comments. He relayed he was not disputing the fact Mr. [redacted] stated he had issues with the truck. However, he has not been able to verify any problems with the truck. There were no necessary repairs made to the truck after his rental and it continues to rent without incident. There are also no calls into our Emergency Road Assistance line by Mr. [redacted]. Mr. [redacted]’s mother told [redacted] it was her fault for not calling for assistance during their move and told Mr. [redacted] to just keep driving. The truck was on a current Preventative Maintenance schedule when it was rented. As far as the issue with the way [redacted] spoke to Mr. [redacted], Mr. [redacted] assured him he would personally handle the situation and take corrective action as needed. Mr. [redacted] happily accepted a $50 VIP Certificate as a resolution for the inconvenience he experienced. An hour later Mr. [redacted] called our corporate office to say he was not happy with the way Mr. [redacted] handed his concerns. Mr. [redacted] called Mr. [redacted] back and asked him why the change in his decision and offered to refund him $50 in place of the VIP Certificate. Mr. [redacted] again accepted this resolution and stated he wanted to be involved with the punishment against [redacted]. Mr. [redacted] said he’d have to call him back. The more he thought about it he felt the VIP Certificate was a fair resolution and it was issued. Please be advised our decision in the matter remains the same. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: In mid-August I rented a moving truck from Uhaul in [redacted], SD to move all of my family's belongings to our new home in [redacted], CA. My wife and four young children had already made the drive out to CA, while I stayed back in SD to box up our house, pack it on the moving truck and drive it across country. My sister, who lives in [redacted], CA flew out during the final week to help me finish packing and drive with me in the truck. What should have been two long, yet easy, fairly stress free days of driving, ended up being an emotionally stressful, nightmarish experience with us being stranded numerous times both day and night on remote highways in [redacted] and [redacted]; our total trip lasting a freakishly long six days!!! And although my sister was able to talk to multiple people from Uhaul via her cell phone, most of those people were rude, demeaning, and short with her, causing this whole experience to be even more grueling and emotionally painful than it already was. Beyond the stress and fear of having EVERYTHING that my family owned in a broken down truck on the side of the desert freeway while countless cars and trucks whizzed by at high speed...to be told by rude, insensitive people that they were providing us 'customer service' was not just a laughable joke, it was a slap in the face...infuriating even! Then, after 4 additional days of breakdowns, delays, failed repair attempts, more delays, even more breakdowns, etc...we finally reached our destination and returned the truck. We have called numerous times, left voice mails and sent many, many emails asking for Uhaul to send us a check to cover a variety of items, including: a full refund of the truck rental, the fuel for the truck (since we spent WAY more than we would have if everything functioned properly), the extra cost of food we incurred, the lost days of work for my sister, her plane ticket home (since she missed her original flight), her taxi home from the airport (since she also missed the window of time a friend was available to provide her a ride home), the cost of a vehicle/phone charger my sister bought from a gas station on our trip (without which we would have been stranded in the scorching desert heat on a remote [redacted] freeway with no ability to call for help or communicate with Uhaul in the first place), as well as, compensation for the emotional trauma which we've both endured throughout this whole ordeal. However, instead of being refunded for all of this, the local store manager where I returned the truck said that in the five years he had worked for Uhaul, he had never seen a case that was as bad as ours that didn't also include death, but unfortunately, he was only allowed to give us back a maximum of $500 (he actually only gave us $497.10) and that we would have to contact Uhaul directly for the rest of it. We've done so multiple times, but have basically been told, "Sorry, but you got $500 and since you made it home alive, we're not willing to give you any more."

We do have copies of reciepts, emails and also recordings of all the calls my sister placed with Uhaul during this whole ordeal, in case any of this would be helpful.Desired Settlement: Here is an email my sister wrote to one of the Uhaul people listing everything that we want refunded, as well as, asking what else they will do for us to compensate for the emotional trauma and stress that we endured for days because of their faulty equipment and miserably, poor customer service skills:

On Fri, Aug 22, 2014 at 12:15 PM, [redacted] wrote:

"Hello, I am writing this in response to the email below, as the passenger in the entire debacle and the one who was on every call with U-Haul.

First of all, I cannot help but point out that the "inconveniences", as you referred to them, does not even begin to touch on this experience, and we did not "receive" delays and break downs--we ?were forced to endure them.? I would think you are more than capable of looking "into the situation further" before receiving the equipment back, but [redacted] will be returning as soon as he is able this afternoon.? We are not liabilities, we are people, and hope to be treated as such going forward.

?Yesterday I tried calling[redacted] ?([redacted]) whose number I was given via a manager in your customer service department and, after it ringing for over a minute, was told by a recording that the party I was trying to reach was not answering so I would be disconnected. I tried [redacted] and got his VM (chose not to leave a message, as we now refuse to have any communication with U-Haul that is not recorded and obtainable by [redacted] and I). And I tried [redacted], and got the same recording ?as [redacted] line ?which disconnected me.

Including and in addition to what I stated in the original customer service claim filed the other day, these are our complaints for financial reimbursement:

$3,004.04: Truck cost, charged to [redacted] card upon pick-up in [redacted], SD last Thu, Aug 14

- This needs to be reimbursed,? ? effective immediately

$9: [redacted] toll

- Receipt is on page 13 of attached pdf

$135.43: Hotel in [redacted] on Fri, Aug 15

- Receipt is page 1 of attached pdf

$15.93: Cell phone car charger

- Receipt is on page 13 of attached pdf

$1,131: Gas

- Receipts are pages 2- 6 of attached pdf

$252: Food

- Receipts are pages 7- 12 of attached pdf

$245.10: My flight home from SAN Wed, Aug 20

- Receipt is on page 13 of attached pdf

$52.20: My taxi home from SFO Wed, Aug 20

- Receipt is on page 13 of attached pdf

$1,061.52: My three missed days of work (24 hours at rate of $44.23/ hour)

- Pay stub is on page 14 of attached pdf

We are also wondering what will be done to compensate us for the not yet quantified problems that arose from your faulty equipment and service:

- ?Sat, Aug 16:

- We were inhumanely left with no food, water or restroom for over 9 hours during second break down, at mile 13 of [redacted]

- We had to endure the physically, mentally, and emotionally exhausting journey of the next few hours, in which the truck broke down around 15 times as we tried to make it to [redacted], NM for fuel--as advised by the mechanics in [redacted] (still with no food, etc. until we got there)

?- We broke ?down again on the side of ?[redacted]? in pitch black dark 14 miles ?past [redacted] and waited for over 2 hours for a tow truck to arrive

?- We were dropped off at a hotel and had to wait again as U-Haul had to review the file before being willing to cover hotel expense, and then had to fax payment info to the hotel front desk--all which could have been done before we arrived so there would be no further waiting?, as it was already very late at night and we were beyond exhausted

-? Throughout the entire trip roadside assistance and escalation team members were curt if not rude to me

- They seemed inept at times--such as when they called on Mon, Aug 18 to tell us the truck was ready and we could go get it, failing to recognize the fact that we had no way to do so

- They had my name recorded incorrectly, and used the wrong name, no matter how often I corrected them, until the afternoon of our 19th and final break down on Tue, Aug 19?

- The fact that my brother was delayed 74 hours in seeing his family, who he had been away from for an extended time, and whose children could not understand the further delay caused by U-Haul

- Myself missing out on two days with my brother's kids, so that I saw them for only one hour before having to leave

- My brother missing his children's first day of school, in a new state

- The ?fact that everything ?my brother's family of six owned was in the faulty truck on the side of the desert freeway

- ?I missed three days of work, and continuously ?had to update my boss that I would be returning ?to work later and later

?- The mental and emotional stress and turmoil endured by my brother, his wife, their children, myself, our parents, and everyone else being updated by us throughout the journey based on all of these events and misdealings?

- The fact that, though the final ([redacted], NM) mechanic who delivered the truck to us at the [redacted] in [redacted], NM was worried enough that his repair was not final that he told us Albuquerque's U-Haul was ??on pins and needles until we made it to [redacted], and would be ready at a moment's notice to come to our aid if/when the truck broke down again; yet not one person from U-Haul contacted us from around ?1?pm MT on Tue until the email below on Thu, Aug 21. I have no sufficient words for how disgusting and disturbing that lack of service is

- The time it has taken me to compile this information and submit it to you

Neither [redacted] nor I are satisfied on any level with the equipment we were stuck with. Of far more significance to us than the mechanics of the truck?,? though, was our treatment by U-Haul throughout this experience, which was nearly devoid of care, concern, and respect.

We eagerly await your response,

[redacted] (and [redacted])"

Here is the email from [redacted] at Uhaul that my sister referred to more than once in the above response:

On Thu, Aug 21, 2014 at 10:44 AM, [redacted] wrote:

"Good Afternoon [redacted],

Thank you for contacting us in regards to the delays and break downs that you have been receiving. We are currently looking into the situation for you and are trying to get this resolved for you in a timely manner.

Would it be possible for you to give us a call when you return the equipment?

This will allow us to look into the situation further and assist you the best that we can.

The person you would want to contact is [redacted] and his number is [redacted]. If you are unable to get a hold of him you can reach me at my office at [redacted].

Thank you for contacting us and I apologize for the incoveniences that you are having.

Please let me know if you have any questions.

Thank you,

[redacted]"

In addition, a week later we FINALLY received this response from [redacted] at Uhaul after numerous emails/calls from my sister:

On Wed, Aug 27, 2014 at 12:06 PM, [redacted] wrote:

"[redacted],

Thank you for you patience with us while we looked over your situation. I do understand your frustration with having the equipment break down while you were moving your brothers family, unfortunately we can not control if the equipment breaks down while in use. We do everything possible to inspect the equipment before we rent anything out although things still do happen as with any automobile. We did everything we could to ensure that the equipment was fixed after you called and let us know of the breakdown. That being said you did still use the equipment for your move and made it to your destination so I do not see reason to reimburse for the rental or for gas used to get to the destination. Also we would not be able to reimburse you for your lost wages due to your brothers move. We have reimbursed you for Hotel charges as well as meals while you were having the equipment looked at in the amount of $497.10. I understand that this was not what you were looking for and again I apologize for any inconvenience that this has caused you and/or your brother and his family. If there is anything else that I can help you with now or in the future don't hesitate to contact me.

Thanks

[redacted], AFM

Route 725002

([redacted]

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].[redacted], Senior Staff for [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Good afternoon [redacted], I firstly would like to thank you for contacting us about your rental experience that you had with U-Haul. I do apologize for the inconveniences that you had during the time you had the rental. Unfortunately, you had experienced mechanical failures during your move that we cannot plan. We tried to get you assistance as fast as we could which sometimes didn't seem like it was quick enough for that I do apologize. In consideration, we have refunded you for half of the rental which would be $1,004.92 which will go onto the card that you used for the rental. This is not including the amount of $497.10 that you were refunded previously. Again, my apologies for your inconveniences. Thank you, Have a great day! [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

The message that [redacted] from Uhaul sent to the Revdex.com on Sep 23, was already sent to me on Sep 17...and I wrote to the Revdex.com on that same day and said the following (and have still never received a response from either the Revdex.com or Uhaul):

[redacted] from Uhaul finally contacted me (only because of you contacting them!) and I am NOT AT ALL satisfied with this response!!! Not only are they are not refunding us for even close to the amount we are asking for (and believe they should give us), but they also are showing that they are inept at either basic math or basic writing and grammar. Because she says, "we have refunded you for half of the rental which would be $1,004.92..." (but 1004 has never been, nor ever will be half of 3004, which was the rental price!) Then she adds, "...not including the amount of $497.10 that you were refunded previously." Ok, I assume that what they're TRYING to say is that with the amount of 497.10 added to the 1004.92 (totaling $1502.02) they've then given us half of the original $3004. But, her wording of "not including the...$497.10..." implies that they are crediting $1500 back to my credit card..."not including the $497"! Whatever. I'm still beyond frustrated that they haven't yet decided to just give us everything back! This whole experience has been atrocious!!! PLEASE tell me you guys at the Revdex.com can help us get more refunded back from Uhaul then a mere 25% of the total refunded amount were asking for!!! Honestly, I believe they should be willing to go way over even that amount, but I'm not kidding myself in expecting them to actually care about their customers, let alone their own reputation with the community!

Furthermore, her opening comment to the Revdex.com (before her message to me) which said, "Thank you for your concern for our customers, "Mr. and Mrs. [redacted]" is just more proof that she/Uhaul does NOT actually "care" because the customers are not a husband and a wife, but a brother and a sister (which has been communicated in numerous written documents and verbal conversations that have been recorded) and yet this just continues to show that they are not actually paying attention to us and showing any kind of concern or "care"...but, rather are simply dismissing this whole ordeal with a casual disregard, not even attempting to get basic information correct when they address us (as was demonstrated EVERY time they mispronounced/spelled my sister's name) and mention us to you. I realize that the name issue in itself isn't really important, but I'm pointing it out because, as I mentioned above, it just further demonstrates both their lack of professionalism AND genuine concern for their customers (no matter what they say.)

NO. I do NOT accept this mediocre attempt to appease us with a tiny percentage of what they should rightfully offer us as a refund, settlement, recompensation, or whatever they would like to call it...merely to dismiss the atrocious way they have CONTINUALLY treated us both during the event and ever since. Honestly, I find the fact they think 25% of a refund would be enough, to be both insulting and mind-boggling. So, yes, I would STILL like the Revdex.com to help us acquire the rest of the amount we feel they owe (roughly, another $4,500). We have copies of receipts and voice recordings of our conversations with them during the week of the whole ordeal. If you need any of those items, please let me know.

This company can NOT be allowed to continue misrepresenting themselves (advertisements, social media, etc...) and mistreating their customers (I know I'm not the only one they have put in harm's way with faulty equipment--and then refused to financially refund, because the internet is FULL of complaints by customers throughout the years who have had similar situations to mine, yet with no resolution.) I refuse to let this continue! They need to be held accountable! They need to learn from their mistakes and NOT be allowed to continuously keep making them, affecting countless lives year after year, with no substantial repercussions! This blatant disregard for their customers well-being is horrific and disgusting (let alone the awful way it paints their company--cavalier malpractice mixed with an arrogant dismissal of human decency), all while saying the 'right things' and then having no serious consequences forcing them to do better next time! This must not continue!!! So, again, I repeat...YES, I definitely believe they should do the decent, honest thing and refund us the other 75% of what we are asking (if not more!)

Please inform me as to what the next step will be, and what if anything, you need from me to continue pursuing a better more appropriate response from Uhaul than any of the lame replies we have received up to this point. Thank you.

Regards,

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] provided and sent him the following email in response:Good morning Mr. [redacted], Hope this finds you doing well. Our sincere apologies for all of the horrendous errors we made in dealing with you, and your family. misspelling names, marital status error (just because you both have the same last name), and our "inept at either basic math or basic writing and grammar" errors, which you were so kind to point out. it is obvious, from the amount of space you dedicated to these in your rebuttal, that they have created much aggravation and irritation for you. For these items, and the issues with your truck rental, please accept the additional $500 reimbursement that was returned to your credit card today. Sincerely, [redacted], E.A. [redacted]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: Invalid Charges – Contract #[redacted]

Facts

1. U-haul truck was rented at location located on [redacted] and returned the truck short after, in same condition it was rented, to second location at [redacted], as confirmed this can be done this way for a small fee.

2. After Mr. [redacted] returned the rented truck, he was later informed that the drop-off place located at [redacted], could not find the truck's key, which was located by them short after. Furthermore, they also notified Mr. [redacted] that the truck’s gas was not returned properly filled, which was not truth, and consequently he was going to be charged extra for these bogus assertions. Moreover, Mr. [redacted] was threatened by U-haul personnel that they were gonna report the returned truck as stolen if they could not find the key that they lost to begin with, creating in Mr. [redacted] stress and discomfort.

3. Mr. [redacted] immediately contacted U-haul's Customer Service Department which was not very helpful as every time he called no one was able to effectively assist him. After having to call several times, they finally took his claim and instructed him to wait 72 hours until they have it processed. Subsequently, Mr. [redacted] never received a response but instead U-Haul continued to inappropriately charge Mr. [redacted] bank account creating impairment to his finances, and therefore extracting his rent and household money which were the only funds he had available for that.

4. As of today, [redacted], U-Haul of [redacted], and [redacted], withdrew from Mr. [redacted] bank account the total inapplicable amount of $681.27.

5. Consequently, on September 23, 2014, Mr. [redacted] was forced to send a lawyer's demand letter on his behalf to [redacted] located at [redacted]; this letter was sent to their fax number [redacted] and regular mail.

6. U-Haul has not responded to Mr. [redacted] attempts to resolve this claim, therefore he is being forced to file this complaint.Desired Settlement: Therefore, Mr. [redacted] understands he has been victim of a misunderstanding created by U-haul dealers and/or their bad faith and he should not be penalized for it. Instead, he should have been only charged for the actual reasonable amount for the rental services, which should have never been over $100.00. Consequently, Mr. [redacted] should now be reimbursed with the whole unsuitable and exaggerated amount withdrawn from his bank account without his consent as this unlawful withdrawal have created damages to his finances and he understands this delinquent actions against him have been an intrusion with regard to his possessions.

Thank you.

Business

Response:

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 they have tried to reach Mr. [redacted] in order to discuss his concerns but have been unsuccessful. An email was sent to Mr. [redacted] along with a text message requesting Mr. [redacted] contact Mr. [redacted] office.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.

Still waiting for the money refund! - Also, I can't see attached to your message any recent update from U-haul as per my email communications with Mr. [redacted] and his staff, therefore, I don't know what would be the latest update that your office received from them; please advise if emails evidence will be required.

Regards,

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].[redacted], our President for our [redacted] Regional Office, sent Mr. [redacted] the following email on October 15, 2014:Mr. [redacted], I am so sorry for the bad information you got from our Customer Service Team when you requested to take the local truck and drop elsewhere. When a customer decides to take a local rental and drop somewhere else there are substantial penalties involved. I have no idea why they would tell you otherwise. I will authorize a full refund by our Credit and Collections Department on the part they charged from the Overtime Payment Note and we will issue the refund for the part that we charged. Again, I am sorry for the confusion. And I am sorry you have had such a tough time getting us to listen. [redacted] Marketing Company President U-Haul Company of [redacted]Our records indicate credits for $204.23 and $477.84 were both issued to Mr. [redacted] account on October 15, 2014. The credits 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,[redacted]Executive AssistantU-Haul International

Review: On Tuesday December 29th, 2015, I made a reservation (26217651) on the U-Haul website to rent a 10' truck. I received an email stating that my truck was scheduled to be picked-up at [redacted] on O[redacted]

On Thursday 12/31/2015, I received a text message that my pick-up location was changed to another facility. This facility is almost 6 miles away in the opposite direction that I need for my move.

When I inquired about the U-Haul $50.00 Reservation Guarantee and how it would be applied, I was told that it doesn't apply because the truck was available at a another location and the guarantee only applies if the equipment is not available. I was also told that the order is a confirmation and not a reservation, even though my email states that I can make changes to my reservation.

Here is the exact working from their website:

$50 reservation guarantee

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 compensate you $50.

Since their guarantee specifies location, I called and spoke to at least 5 different people who said different things. I was told it didn't apply, I was told I need to speak to scheduling, I was told that I need to submit a form for the credit after my rental was complete and it would be reviewed, not guarantee approval, but reviewed.

Since the rental changes a per/mile rate, it is not right that I need to pay an additional $25.00 - $30.00 because the equipment was not at my requested location.

I ended up cancelling my reservation and went to another provider, but what is listed on their website is not being honored. The credit should be applied at the time that I complete my rental. I shouldn't have to call and have a form submitted and reviewed by a manager for compensation. I was also told that the approval is not guaranteed.Desired Settlement: I would like U-Haul to clearly state the $50.00 Reservation Guarantee. I would also like a call from a senior management person to explain why I couldn't get an answers to my simple questions and why I kept getting the run around.

Business

Response:

January 12, 2016

[redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted]Marjorie P[redacted], Senior Staff for our Central New Jersey Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she left 3 messages but never received a return call. She was hoping to personally address his concerns and offer a resolution. As a measure of goodwill, Ms. P[redacted] issued a refund for the $50 Reservation Guarantee Fee and will send it to his [redacted]. mailing address. He should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: Our recent one way rental experience through U-HAUL was a very negative experience and did not meet our expectations or reservation requests.

I am in the moving industry and have been a furniture mover for 17 years, starting my career in the industry in 1997.

During this time my knowledge of the relocation Industry has grown extensively to expertly cover all area of relocation, domestic and internationally.

On July 14th, I made a reservation for a 26ft box truck on a one way rental from [redacted] to L[redacted]. Booking confirmation number [redacted].

Our last relocation prior to this move had almost filled a 24 box truck and we had brought several new items of furnishings since that move.

For this move, I was certain that nothing short of a full size 26ft box truck would be able to accommodate our needs in terms of volume or cuft capacity, having a load volume of around 1780cuft.

Knowing that we were moving in the peak of the summer moving season and that all of the rental companies would be stretched to their limits for rental options, especially with a Saturday as our pickup day, we made sure to book long in advance (4 weeks - on July 14th) to ensure we secure the rental truck option required for our relocation for our move date on August 9th.

This was also the day our lease had been terminated at, August 9th at 12pm.

With our truck rental and moving crew assistance both confirmed through U-HAUL's and [redacted] online services, we were confident that the moving day would go as smooth as it possibly could.

The day before moving, we receive a call from a representative at the online reservations team to re-confirm our online booking.

Only now stating that there are no 26ft trucks available and we would be given a 20ft (1100cuft Capacity Box truck.

I explained that there is no way that this truck would fit our household effects and that we have to have 26ft Truck.

I was told that we could have a 5x8ft trailer (207 cuft) at no additional cost to make up the difference.

Very concerned about the loading capacity of the combination and the added difficulty of towing a truck and trailer 100's of miles intrastate, I offered to pick up a 26ft Truck from any other [redacted] locations.

I was told that it was not an option.

Very reluctantly agreed to the "alternative option" The volume was simply not there and I had no idea how I was going to make everything fit.

We are moving out of state, one way!

What if it doesn't all fit? Stress started setting in...

On move day I picked up the truck and trailer, immediately seeing the tremendous difference in size and loading capacity, I was even more concerned.

The [redacted] branch at 5330 International Blvd had 3x 26ft trucks on their lot at the time. Still concerned I asked again regarding the 26ft trucks. I was told by the [redacted] staff that the 26ft trucks were already booked.

I reluctantly collected the provided "solution" of the 20ft 1100cuft truck and the 5x8ft 207cuft trailer totaling a loading capacity of 1307cuft.

With the truck and trailer loaded as tight as we could we had a large volume of goods remaining that could not fit.

I rang UHAUL and they said that there was a 12x6ft 400cuft option if I wanted to swap the trailer out and pick up a 12fttrailer.

At this time I had already doubled the moving crew's time to compensate for the loading difficulties and had to let them go.

I unload the 8ft trailer myself and took everything from the trailer back upstairs consolidating with the remainder of our effects that did not fit the 8ft trailer to begin with.

By the time I manage to make it back to the [redacted] branch it was around 330pm.

They no longer had a 12ft trailer available for rent.

I noticed the 3x 26ft box trucks were still sitting on the [redacted] UHAUL lot.

The nearest location with a 12ft trailer for was over an hour’s drive away. I made it to the location with 10 minutes to spare before closing time at 5pm.

We are now already 5hrs late to hand in the apartment keys and I'm only just picking up the trailer to be loaded, only now with no labor to assist, and I have other errands to finish before I can head home to load, over an hour drive to get back home.

9pm, back at our apartment still skeptical at the combined 1400/1500cuft loading capacity I start loading.

After hours of struggling loading, re-shuffling, breaking down boxes and condensing boxes I was still not able to make everything fit.

We had to leave behind around 20 pieces or so 150/180cuft of goods that just could not fit.

At this stage it is 3:30am Sunday morning, absolutely livid, stressed beyond any reasonable means. Tired and hungry from an almost 24 hour loading day.

I took the 20 or so left over items backstairs again, my only option is to leave them in the apartment and not vacate as agreed upon when we terminated our lease.

We are moving to [redacted]! We were supposed to load everything in one big truck in a couple of hours, hit the road for [redacted], and start our new lives.

We were supposed to be staying the night in Fresno, we’d booked and paid for a hotel which we could not cancel nor actually use since we arrived 1 hour before check out.

I contacted our old landlord to advise her of the situation, thankfully she agreed to extend our lease 1 more week at a cost of $373 to give us time to arrange something.

I had to fly back the fly back to [redacted], CA to remove our left over items from the apartment the following Sunday as I was not prepared to pay $450+ for a last minute flight sooner.

These are currently stored in a warehouse at my old job in [redacted] CA.

I need to drive back to CA, pickup another UHAUL and a car trailer in order to come back for my left over effects and make a 2nd trip to get all our belongings to [redacted].

This relocation was a nightmare from the day the representative called us to say our truck we had reserved 4 weeks in advance was not available.

The situation and stress we are currently undergoing are directly and immediately linked to the reservation that was not provided. I requested with more than ample time to ensure the requested equipment was available. The situation continues to be a financial burden that needs to be resolved.

U-Haul has the right to substitute equipment of equal or greater size to fill your guaranteed reservation. (I was not offered equipment of equal or greater size – therefore this is considered a breach of contract because you were unable to fulfill your legal requirement.Desired Settlement: The situation we are currently facing is additional rental cost, and fuel costs are in no way due to an error or miscommunication on our part,

Currently I have 2 options of getting our "leftover" effects to [redacted].

Option A,

UHAUL provides us with a truck and car trailer rental at no charge including coverage / allowance for the total cost of the gas for the trip back to [redacted]. The gas was just under $500 for this trip.

This will enable me to drive back to California from [redacted], collect my goods from storage and then drive the goods back with my car in tow back to [redacted].

The 2nd round of funds required for the fuel would not have existed if I had one truck to fit all my household effects as I had originally requested and booked.

Option B

I can broker my effects with a 3rd party company to crate and freight and deliver my goods to [redacted] from [redacted] for around $750 - $800.

I will have an accurate quote on Monday 25th of August.

A few areas I’d also like to point out is under the Guaranteed Reservation section of your website, it claims;

When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50. (of which has never been offered).

U-Haul reservation guarantees are subject to the following terms and conditions;

The rental location will contact you the day prior to your requested pickup date to schedule the equipment and actual pick up time, date and location.

I expect UHAUL to rectify the situation regarding our relocation by covering the costs in full for ether of the two options provided plus provide us out of pocket compensation for additional rent of $373, 1 x night’s hotel of $84 and the one way air ticket home of $124.

I hope we can reach a settlement in an expedient manner, before I have to take this matter further by seeking legal action.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and they were able to reach an amicable resolution. He was given an extreme rental discount for a 10-foot truck and a $200 VIP Certificate to cover the cost of the rental, which will enable Mr. [redacted] to complete his move to [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,

Executive Assistant

U-Haul International

Consumer

Response:

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

After several phone calls speaking with U-Haul staff I finally spoke with someone who made the 10ft truck deal with me, they basically said that there was nothing else that they could do and I either take it or leave it. They were not prepared to compensate me for the gas needed to get me to [redacted], the additional apartment rental I'm out for storing our left over furniture, the nights accommodation I missed or the flight to get me back home.

Yes I now have my items here in [redacted], but due to no fault of my own, I'm also out more than $1000, not an ideal situation for someone who has moved to a new state to start fresh, this has been a nightmare, it's eaten into my reserve savings and I don't think it's good enough.

I keep going back to their Reservation GUARANTEE that says "U-Haul has the right to substitute equipment of equal or greater size to fill your guaranteed reservation" - on this count they did not keep their GUARANTEE, they are in breach of it and they need to make this right.

Speaking to them is like banging your head into a brick wall, I very carefully sent them a detailed account of what happened and what I wanted to resolve it, however during the several phone calls from them it was very clear that they had not even bothered to read the details of the situation as I had to explain everything from the start, to every person I spoke with, which is very frustrating.

Regards,

Business

Response:

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

[redacted], our Traffic Manager for our [redacted] Regional Office, reviewed the recent information Mr. [redacted] provided. She informed our office she sent him an email explaining U-Haul granted an additional rental valued at $982 to complete his move and no further action will be taken.

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

Sincerely,

Executive Assistant

U-Haul International

Review: November 23, 2015

Revdex.com, Phoenix

Dear Revdex.com Phoenix;

With this letter I would like to file a complaint against the U-Haul Company, based in Phoenix, Arizona. During this contractual agreement, I made a reservation, received both written and verbal confirmation of our agreement, and then upon the scheduled equipment pick-up date and time the specific items of reservation were not available. This is a breach of contract, and the results of U-Haul’s inability to complete its written agreement cost my family well over $3,000, an excess of the actual contract value. I request the U-Haul Company refund my contractual rental costs in full to help compensate in part for these losses.

This past summer I made reservations to rent some of U-Haul’s specific equipment, received written confirmation of that reservation, and just prior to the scheduled pick up date made a phone call to the Phoenix office of U-Haul and received verbal confirmation of that contract. In addition, days prior to rental pick-up I personally visited the local U-Haul rental center and received verbal confirmation the equipment was on site and available. Then upon pick up of the equipment on the scheduled time and day was told the contractual equipment was not available within 200 miles of our location. I was offered only lesser size and value equipment that was not adequate to transport our family possessions.

The details of this transaction, the contractual failure of the U-Haul company, and the specific expenses and costs to my family as a result of this breach of contract are detailed in the attached documentation.

I have attempted to contest this breach of contract, but the only response was ‘actual equipment rented was provided. Pay in full.’

I fully contest the rental charges of the U-Haul Company for this transaction due to a complete failure to comply with the terms of our contract. The results of this transaction cost my family directly more than the value of our contract.Desired Settlement: Return cost of rental of inadequate equipment.

Business

Response:

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our Area Field Manager contacted Mr. [redacted] and left a message requesting a call back. He plans to explain our procedure of equipment substitution and how our $50 Reservation Guarantee Fee program works. Mr. Barbanti relayed the $50 has been issued back to Mr. [redacted]’s credit card but no other reimbursement is warranted. We did provide equipment for his move and Mr. [redacted] completed his move. The area Mr. [redacted] wished to rent from did have a shortage of the size truck he requested and we did work with him on trying to fill his reservation. We located a 20-foot truck with a 12-foot trailer and Mr. [redacted] accepted. The refund should post on his next Visa credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Business

Response:

December 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, followed up on the information Mr. [redacted] provided. He informed our office our Area Field Manager contacted Mr. [redacted] and left a message requesting a call back. He plans to explain our procedure of equipment substitution and how our $50 Reservation Guarantee Fee program works. Mr. Barbanti relayed the $50 has been issued back to Mr. [redacted]’s credit card but no other reimbursement is warranted. We did provide equipment for his move and Mr. [redacted] completed his move. The area Mr. [redacted] wished to rent from did have a shortage of the size truck he requested and we did work with him on trying to fill his reservation. We located a 20-foot truck with a 12-foot trailer and Mr. [redacted] accepted. The refund should post on his next Visa credit card statement. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Consumer

Response:

Unacceptable response. The effort to cover their breach of contract with a $50 refund for losses well exceeding $3,000 is unprofessional. All the tenets of my original letter and filing still hold true. The contract that I signed states that U-Haul may in fact 'reserve the right to substitute EQUIPMENT of equal or greater value at no additional charge to the Customer.' They, however, substituted equipment of lesser value, breaching our contract and causing an expense to my family greater than the value of the contract. The verbal explanation by their representative offered no additional explanation.

Consumer

Response:

Unacceptable response. The effort to cover their breach of contract with a $50 refund for losses well exceeding $3,000 is unprofessional. All the tenets of my original letter and filing still hold true. The contract that I signed states that U-Haul may in fact 'reserve the right to substitute EQUIPMENT of equal or greater value at no additional charge to the Customer.' They, however, substituted equipment of lesser value, breaching our contract and causing an expense to my family greater than the value of the contract. The verbal explanation by their representative offered no additional explanation.

Business

Response:

December 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He informed our office our Area Field Manager, Nicholas Terp, contacted Mr. [redacted] again and explained our reservation guarantee policy. The reservation was for pick up in a remote area during a busy time of the summer when most of our equipment was on the road. There were two reservations for our 26-foot truck with only one in the area. One reservation was made over a month prior to Mr. [redacted]’s reservation, which was made one week prior to his moving date. Mr. [redacted] was offered options. One was to take a 20-foot truck and a 12-foot trailer. The other was to travel to an alternate pick up location to secure a 26-foot truck. Mr. [redacted] agreed to take the truck and trailer combo. Mr. B[redacted] relayed Mr. [redacted] was clearly due the $50 Reservation Guarantee Fee and was in fact issued the refund. He also mentioned Mr. [redacted] accepted our substitute offer and completed his move. No further refund will be issued. 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

Business

Response:

December 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr[redacted]Paul B[redacted] our Executive Assistant for our Northern Arizona Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He informed our office our Area Field Manager, Nicholas Terp, contacted Mr. [redacted] again and explained our reservation guarantee policy. The reservation was for pick up in a remote area during a busy time of the summer when most of our equipment was on the road. There were two reservations for our 26-foot truck with only one in the area. One reservation was made over a month prior to Mr. [redacted]’s reservation, which was made one week prior to his moving date. Mr. [redacted] was offered options. One was to take a 20-foot truck and a 12-foot trailer. The other was to travel to an alternate pick up location to secure a 26-foot truck. Mr. [redacted] agreed to take the truck and trailer combo. Mr. B[redacted] relayed Mr. [redacted] was clearly due the $50 Reservation Guarantee Fee and was in fact issued the refund. He also mentioned Mr. [redacted] accepted our substitute offer and completed his move. No further refund will be issued. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: I had requested door to door service from the company. They picked up on time but left my belongings in the town over and told me I didn't choose door to door delivery. I talked to several people and got different stories every time. When I first set the pick up it was agreed that since where I was going didn't have an address they would call me when they got to the town and I could meet them somewhere and they would follow me back. Instead of this happening my stuff was left about an hour away with me having no way of obtaining my belonging. I called the 800 number several times just to be told yes they will deliver and then to be told no I didn't pay for that but it was quoted in my price agreement. Everyone in the company I talked to was rude and told me I was lying. I ended up having to pay to rent another uhaul and spending even more money then was agreed on. my original statement from the company had a different shipment location on it then the final one that I received and it also had a different invoice number. This implied that they changed things after the fact to protect themselves for the mistake that was made. It was also changed that I had to self pick up which I would have never done so that was changed to. This whole ordeal is made up of nothing but people lying and trying to cover up what they did.

Product_Or_Service: Uhaul boxes door to doorDesired Settlement: DesiredSettlementID: Refund

I would like at least half of a refund of the money I have paid into this. I had to call so many people and spend so much more then agreed upon to be treated like I was and that I was lying, when it was a mistake on their end that kept me from having my belongings for an extra two days then it should have been.

Business

Response:

September 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms. [redacted].Tom N[redacted], our President for our Albuquerque, NM Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted by email with screen shots of her agreement. He relayed we provided the service as contracted and a reimbursement will not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul Internation

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 never received any email. Nor did I sign any contract. I was never presented with any paperwork from the company. I would have never accepted to have my stuff left at a location in another city when I only have a car and no means of getting my belongings. I was told I was a liar by the company which is not true. On my original invoice it had one number for the invoice number and the second one I received had a completely different number. I believe that they changed the invoice after it was left in the other town and not delivered like it was expected.

Regards,

Business

Response:

October 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted].Tom N[redacted], our President for our Albuquerque, NM Regional Office, reviewed Ms. [redacted]’ recent comments. He advised our office when Ms. [redacted] called to make her reservation, she agreed to truck delivery in Ohio and self delivery in Farmington as there are no other options in any of our reservation platforms. Mr. N[redacted] relayed they did what was promised and his decision in the matter remains the same. There will be no refund.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: We rented a uhaul truck to make a big move from illinois to wyoming. I confirmed the pick up time w a uhaul rep the day before for noon on sat july 27. I showed up at the uhaul location and the truck wasnt back yet from the previos renter until 4. They called the renter and they dropped off the truck for me around 1pm. I then found out the tow dolley needed for my jeep was in hamshire so uhaul had me drive all over gods creation to get my rental equipment I made reservations for on 6/15/13. Uhaul didn't inspect the 17 foot truck amd we drove off not thinking anyrhing about it. On our way to wy we just barely made it out of illinois and the 2 back passenger tires blew out. We waited 2 hrs for a repair to be done. The company that fixed thw tires informed us the tires were dry rotted and dangerous and uhaul should not have released the truck for rental. He informed us the other back tires were bad also. The next day we were in s dakota and the radiator cap blew and broke the belt on the engine. We waithed another 2 hrs and had to stay at a motel for the night so repairs could be made. We picked up the truck the next morning amd were told they put new back tires on the drivers side and the repairs were made. I had a job interview on that wed the 1 of aug. I had to reschedule the interview twice due to the truck and didn't make it so I lost out on a job because of uhaul. I have spoke with the corporate offices and nobody wants to credit me any money. I paid 1500 dollara for this rental and wo uld like some icompensation back. Product_Or_Service: u haul rental Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund I was offered a 100 dollar credit. Iam sorry but ill never uae them again. I don't want a credit of 100 dollars I want a refund of at least 500 $

Business

Response:

August 19, 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 [redacted], followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. In addition to a refund for $200 issued to Ms. [redacted]’s Visa account on August 9th, Ms. [redacted] issued a supplemental credit for $300 back to the same account on August 15th.as an adjustment on her rental. The credits 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I paid 1500.00 & recieved the worst customer service when I was in need. I am not satisfied at all with a 500.00 credit.

Business

Response:

August 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She reiterated to our office that Ms. [redacted]’s original letter requested at least a refund for $500 on her rental. Ms. [redacted] contacted Ms. [redacted] and explained a total of $600 has in fact been refunded and no further refunds or adjustments will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: This complaint is multi-tiered:

1. Prior to renting a truck to move some possessions, I advised U-Haul that when I returned the vehicle I would be paying in cash. That the prepaid debit card with which I was securing the rental was not to be charged. I was assured that there would be no charges/transactions on the card. When I returned the truck, I did exactly what I had said, paid in full, in cash. Upon reviewing my account online for my prepaid debit card I discovered that a debit had been placed on my account by U-Haul for an almost exact amount that I had paid in cash. I called the location where I had rented the truck and explained my concern to which they said "not to be concerned" because it was only a "hold" and would be removed automatically within a day or two. Two days went by and the hold was still on my account so I called again. During this call I was transferred a total of four times and had re-describe my situation each time. I spoke with a helpful customer service rep named Stephanie who said she would fax a "release" to my debit-card company. That it would be taken care of immediately. After a few more days passed and the hold was still on my account, I called back to speak with Stephanie again. She was not available and I finally spoke with someone named "[redacted]" who seemed to be very helpful and interested in resolving this matter. He advised that "Stephanie" had not done as she said she would... no release had been faxed. Shortly thereafter, he faxed a release, he followed up with me and further went to the effort to file a formal complaint on my behalf with U-Haul. He advised that I would be hearing from "upper-level management" by Friday at the latest. After almost a week of being patient, I finally had to call my debit card company and request (with verbal evidence of non-responsibility for the debit on my account) the hold be released and the funds were freed up for my use.

2. A full week passed by after the Friday on which I expected a call with some kind of customer service niceties from "upper level management" and no call. I emailed "[redacted]" twice requesting that someone follow through with me so I could at least "vent" and blow off a little steam about being double charged for the rental fee and it not being released by them as requested. No call and no response of any sort from "[redacted]"... so...

3. I have been completely ignored, "swept under the carpet" if you will! Treated as though my concern(s) are of no interest to the customer service team and management at U-Haul.Desired Settlement: Ordinarily, I would not request a refund but in this case I have been prevented from using my money that was held inappropriately by being charged on my debit card after paying in full, in cash. I would think that at the very least U-Haul management would want to call to make an apology. At this point I would like to see more than that. A complete refund would be nice. Or a refund and a free rental of equal value would be even better (and actually wouldn't even cost them much more.) I believe my complaint is valid and worthy of being addressed.

Business

Response:

August 13, 2013

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

[redacted] the Executive Assistant in our Portland, OR Regional Office informed us she has refunded the full amount of the rental of $69.79 and sent Mr. [redacted] an $80 VIP Certificate. This certificate can be used on the many products and services U-Haul has to offer.

We are truly sorry for Mr. [redacted]'s recent experience with our company.

Our customers are very important to us and we regret to hear of situation 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:

After speaking with the business and seeing the follow through and high level of customer service I am now very satisfied with their resolution and can once again recommend them.

Thank you for your instrumental assistance in this matter!

Regards,

I rented a uHaul for a move recently in Saint Paul, MN at the Sinclair station on Grand Ave. We loaded up the truck and drove it to my new house. When my friend stepped out of the driver's seat to go around to the back, the door accidently closed and all the doors locked with the keys in the truck. I drove back to the Sinclair station to get a spare key, but was told they don't carry any spares. They offered to have someone come try to get the car open, but after 2 hours in the rain, this didn't work. I finally had to call a locksmith and was charged $200. I had to use a friends pick-up to make multiple trips in the rain and then on top of not being able to use the truck I paid for, I was out $200. When I broght the keys back to the drop box that night, the keys wouldn't fit, so I had to get up at 6:30 am the next morning after moving to drop the keys off again.

I called uHaul and explained my experience and asked that they reimburse me for the locksmith. No one told me the truck doors auto locked and this should have been shared or at minimum they should have had a way to get me back into the truck (like a spare key). I was told they are not liable for that and that I wouldn't be refunded the money. Not using uHaul again. It's not unreasonable to have a spare key available and not only did I not get the move complete that day, I would out $200.

Worst experience. Booked a 17 foot truck online Monday July 6th 2015. Email stated reservation was confirmed and to pickup truck Thursday July 30th 2015, 5:00 PM. Arrived on time to pick up truck and the truck was not there! As a matter of fact, nothing was available all across the city! This online reservation system is seriously flawed. The site manager informed me the system books without checking availability and there were currently 10 other customers in the same boat as myself. No one bothered to call me and tell me I wouldn't get a truck even though I booked 25 days in advance!!! Seriously turned off and left to fend for myself, I had to scramble together my good friends and family to do the move myself with three personal trucks, 3 cars and two vans. It took 10x effort to move and 3x the time it should have because of this inconvenience. Needless to say, I will never count on u-haul to help me move again, nor will all my family and friends. They have been informed and shared in the inconvenience.

Review: I need to escalate this matter and have had no success with Ms. [redacted] at the local office. My Uboxes were shipped from Michigan to Florida without payment being collected which is no error of mine . The MI office made this mistake. This is now an outstanding balance that I am being asked to pay because of an error that Uhaul made. I was told in Michigan when I scheduled my tentative delivery date that if payment was not received at least three days prior to the tentative shipping date that my Uboxes would not be shipped . That is why the date was " tentative." The Uboxes were shipped anyways and now I am being given the run around because the two offices are not communicating internally which is very unprofessional . Ms. [redacted] has made it my responsibility to work this out with the Michigan office when it's not that simple . She has denied my request for a storage contract as well. Had my items not been shipped in error I would still be paying for storage in MI until I was in a financial position to have my household goods shipped to me here in FL. I need this matter escalated because the management here in FL , Ms. [redacted], does not seem as if she understands all of the details in this matter and has unprofessionally directed me to work this out with the MI office . This makes no sense because my items are in FL now and the balance owed is being collected by the FL office. When my items were shipped in error the MI office agreed to continue to charge me a monthly storage fee because of the error and advised me that my items could not be picked up until the shipping balance was paid in full. I changed banks a few months later and the contract was closed by the MI office with the balance still owed. The FL office has told me that they received no monies for storage from the MI office when I was being billed monthly and that the balance owed does not reflect any credits. I was paying MI a monthly storage fee when my boxes were in FL under the impression that this was holding them in storage in FL. This was not the case and now I have not been able to reach the MI office because I am constantly being connected to the main line as they do not answer and the calls automatically transfer. Again with my work schedule it has been almost impossible to communicate with the two offices and obtain a resolution. I feel at minimum that Ms. [redacted] could have attempted to communicate with the MI office to get some clarity and a resolution in this matter because she is internal however she has handled this unprofessionally, ignoring all of the factors and given me no support.

Please escalate this matter to a level of management that is competent enough to understand all of the factors in this and work to provide a resolution. Also with my work schedule I am not able to answer the phone therefore if someone needs to communicate to me please ask that a voicemail be left on my phone . Ms. [redacted] stated that several attempts were made to reach me in the previous month however I did not receive one voicemail or email from the FL location. Again , another way this was handled unprofessionally . I can't express the urgency in this matter enough as these Uboxes contain my entire life as well as everything my children have ever owned.Desired Settlement: I am requesting that I be given the option to place my items in storage via contract and the shipping charges not be paid until the items are taken out of storage. Had my items not been shipped in error , without receiving payment , I would will be paying for them to be in storage.

Business

Response:

July 7, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].[redacted], our GM for U-Haul Moving and Storage at [redacted]. in [redacted], MI, followed up on the information Ms. [redacted] provided. He informed our office he will be in contact with Ms. [redacted] to personally address her concerns and issue her three VIP Certificates totaling $285 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,[redacted]Executive AssistantU-Haul International

Review: Contract stated that my vehicle had a 31 gallon gas tank and that it had 21 gallons in it therefore I would need to return the vehicle with the same fuel level. As I refueled and tried to add 21 gallons, I realized that the tank capacity was only 20 gallons. I returned the vehicle with a full tank when I only need to return with 3/4. I was told that they don't refund for this. Since my paperwork said that I had been given 21 gallons - when in reality, it was only 15, this is fraud. When I brought this to the manager's attention she refused to take any action to fix this error or even acknowledge that this was an issue. I feel that they are fraudulently collecting extra gas from their customers since they refuse to correct their paperwork.

Product_Or_Service: Van rental

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Billing Adjustment

I would like this business to correct their paperwork and refund me for the appropriate amount of gasoline that the contract said I was "given".

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for the fuel will be issued to Mr. [redacted] along with a $20 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: This complaint involves a storage unit at the Uhaul Storage in Midwest City, OK. Let me start by saying that I'm a military veteran who has moved and stored items many times before. I'm fully aware of the process an individual must take when storing items. To name a few never store food, flammables, etc. Also, always get the insurance. I've never needed the insurance but it gave me peace of mind. To begin, I rented a one- way uhaul truck in Surprise, AZ to relocate to Oklahoma City, OK ( Sept. 2015). This was a three day trip in which included renting hotel rooms, purchasing food on the road, fuel cost, etc. When I finally arrived to Oklahoma, I drove straight to the storage unit to remove our household items from the truck. Before being assigned a storage unit we needed to complete a contract. My father, mother, son, and I were all present when the specifics of the contract were being discussed. I was allowed one month of free storage and an option to accept/ decline insurance. I chose to accept the insurance in which I thought at the time was being provided by safestor. The representative informed me that we would pay the additional cost with our monthly payment. It wasn't until later that we found out the representative never added safestor to our contract. So, after the contract was completed we inspected the storage unit. From the first look it appeared to be a clean and safe space. My family and I began unloading all of our household goods into the storage. My items were to remain here until I found an apartment or house. We eventually found an apartment and employment. Now we were ready to remove our belongings into our new place ( Jan. 2015). So, we paid uhaul the total for our storage, fees, etc. To soon find out that our storage unit became invaded by rodents. All of our items were damaged due to dead mice, feces, urine, etc. We were told that we would have to file a claim through [redacted]. Well, this is were we found out that the insurance was never added onto our contract. The insurance representative informed us that we would need pictures of the damage items and then they could speak with uhaul management concerning the cost of the damage. Well, uhaul put another lock on my storage unit making it impossible to take the necessary photos. After a month of leaving messages with this location about the situation. [redacted] assisted me with the process. On 05/04/15, I was finally able to take photos of the damage caused by the rodents at this location. I wasn't able to move the furniture much due to the dead mice, feces, and urine everywhere. Not to mention, the health risk . I contacted [redacted] on the same day and forwarded the pictures to them. I was told the same thing that uhaul had not added safestor so they would need to speak with I haul management to discuss coverage for my damaged items. It is now 06/05/15, we haven't heard anything from [redacted] or uhual. I've contacted both companies and haven't received any information regarding reimbursement for damaged items. At this point, I've had enough of being given the run around, ignored, and the lack of accountability from these companies to resolve the issue.Desired Settlement: I would prefer that the business contact me directly to resolve the matter and explain who will cover the damaged items. Also, any additional monthly charges be credited due to time in between were communication was needed among the two companies. I've considered a fair amount for reimbursement and would like to discuss that as well. Our entire house was put in this storage unit and we lost a lot of Memories/ Sentimental items, valuables, necessities, etc.

Business

Response:

June 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

June 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Oklahoma City Regional Office, followed up on the information Ms. [redacted] provided. He informed our office, in an effort to resolve Ms. [redacted]’s concerns, [redacted] Insurance Company offered to issue her a refund of $1,000. Ms. [redacted] declined. Because her claim involves a loss, she was told she would need to pursue her claim with [redacted] Insurance Company. Ms. [redacted] stated she would contact [redacted] but if they are not able to do anything else she would be contacting an attorney.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The reason why I'm not satisfied with the response is because this doesn't resolve my issue. The company, Uhaul, never assumed responsibility for their mistake of not adding safestor to my account. I had witnesses on site with me when this transaction was taking place. The $1000 that [redacted] offered wasn't offered until after I filled a complaint with the Revdex.com. I filed a complaint on, 06/05/2015. [redacted] contacted me on 06/08/2015 by email to offer me a $1000 good will settlement. In which was proceeded by the [redacted] representative explaining that management will not go any higher. I hope they're satisfied with their business practices because I will never do business with them again. I traveled (3) long days with all of my household items from Arizona to Oklahoma to have nothing to show for it. This was a complete waste of time, effort, and money. All of my household items were destroyed in Uhaul's storage because they failed to disclose their pest infestation of mice. This is unacceptable. I no longer have my military memories, my son's baby/ child memories, family portraits, important documents, living room and bedroom furniture, etc. They think I'm supposed to start over with a $1000. This is very inconsiderate on all parties involved.

Regards,

Review: I rented a 26' uhaul truck in Johnstown, PA to move to Hampton, VA. I needed a car trailer but was told there were none available anywhere close to us. I drove to Hollsopple, PA to load and when returning to Johnstown where I was going to be spending the night I noticed 5 car trailers at a UHaul. I stopped and was told they were available so I rented the trailer and drove the uhaul truck with trailer the whole way back to hollsopple to load then drove the whole way back to johnstown for the night. This wasted hours of my time and gas for the extra trip! In route to VA the trailer tire blew out. I called uhaul roadside assistance......she asked my location and I told her: 95 southbound approx 50 miles north of Richmond. She asked if there was a mile marker and I told her 119/7. She said she can't locate my location. She asked if there were any landmarks and I said no, woods on all four sides. She sent a link to my phone to click on but it kept coming up error. She kept asking where we are located and after repeating all I had to give her, frustration began setting in. I told her I am on a very dangerous 3 lane highway with cars whipping past at 90 miles an hour, I need help now! The woman hung up on me!!!!! She left us there and hung up! I called state police and they sent someone with flashing lights to let cars know we were broke down. I called uhaul roadside assistance back and got another woman, told her 95 southbound 50 miles north of Richmond. She returned my call about 15 minutes later to let me know someone was on the way to fix the tire. About 2 hrs later help arrived. The truck was to be returned on a Tuesday at 11:00 am but due to the extra hours of driving back to load trailer and the breakdown I had to return the truck around 4:30 pm. Two days later my bank account showed charges taken out by UHaul. I call UHaul to find out and was told I was charged for late trailer rental (trailer was rented day after truck so it was not late), charged for late truck rental, and charged to fill gas tank which was below half when we rented it (it shows this on contract) and we returned it with a full half tank!!! I called UHaul headquarters numerous times and keep getting run around. They keep telling me someone will call but they never do. I have had enough of this. This has been going on over two weeks.Desired Settlement: I want the full price of my rentals and the additional charges from my bank account refunded which total $820.64 and an additonal $500.00 for all the aggravation this has caused me!!!!!

Business

Response:

June 18, 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 Pittsburgh Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted] I have reviewed a copy of your letter concerning your recent U-Haul rental used for your move from Johnstown PA to Hampton VA. I would like to first offer an apology for the issues that you encountered with the roadside assistance with your flat tire service. I have forwarded a copy of your concerns with the agent to our roadside department for review and appropriate action. It is our goal to get assistance to our customers professionally and as quickly as possible and we are always striving to obtain more service providers to help reduce response times. Additionally I would like to apologize for the reservation mix-up with your trailer. I have issued a 50.00 reservation guarantee credit for the mix-up. I have spoken to the manager of the Johnstown location and he informed me that he had spoken with you and per that discussion he agreed to refund the following charges 124.52 for the extra day, miles and fuel for the truck and 22.00 for the extra day charge on the trailer, which was charged on the receiving end. He also informed me that he agreed to refund the full rental charge of 85.32 for the trailer due to the breakdown delay. These credits totaling 281.84 were issued to your card ending in 2273. We feel this is fair compensation based on our review of the issues addressed.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Money was refunded the charges on my card that never should have been charged in the first place. This does not account for the fact that road side assistance totally hung up on us leaving us to contact the state police and then again calling road side assistance back. This was handled very poorly. Not only did the mixup with the trailer rental cause us to extend our trip but after getting to our destination I spent almost two weeks trying to get someone to even take care of any of this! I am not satisfied.

Regards,

Review: I am being billed for an extra month of storage although my contract ([redacted] was terminated by me prior to the new billing cycle. I checked out all of my belongings and turned in the storage key for unit number 151 on December 3rd. No additional fees should have been charged. I've notified the storage company via email (12/17/15) about this error. However, they're completely disregarding my email notification and still sending me bills.

Point of Contact: Jeff L[redacted] Storage Facility Location: U-Haul Moving & Storage at [redacted] Monthly Fee: $124.95, Late Fee: 24.99Desired Settlement: Correct billing error

Business

Response:

January 4, 2016Revdex.com ID#: [redacted]Thank you for your concern for our customer Ms. [redacted]

Jeff L[redacted] our GM for our U-Haul Moving and Storage at Hwy 367, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] explaining we didn't charge her the remaining balance but the letter was sent before she moved out of her storage unit. Mr. Long relayed there was not an outstanding amount owed to U-Haul.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,Maria P[redacted]Executive AssistantU-Haul International

Review: On 7/22/14, I made a reservation to pick up a Cargo Van from U-Haul at 10 am on 8/1/14 at Compass Self Storage in [redacted], IL. I received a confirmation email that same day. The order number was 26276261. When I arrived at Compass Self Storage at 9:55am, the clerks informed me that they were on the phone with U-Haul trying to figure out what to do, because the cargo van was not returned in time for my arrival. They were told by U-Haul to send me to U-Haul in Hammond, Indiana and guaranteed that a van would be available until 5 pm. U-Haul's website clearly states that if you equipment is not at your location at the time you scheduled, they will compensate you $50. I told the Compass Clerks this and they stated that U-haul in [redacted] would take care of it. When I arrived to the [redacted] location, they told me that they could not handle it and told me to call U-Haul's 800 number.

When I called on 8/2/14, I was told that someone would call me within 72hrs. I received a call from [redacted] on 8/5/14. I explained to him what happened. Mr. [redacted] stated that the [redacted] location was my confirmed location and I was supposed to pick the van up their originally. I informed Mr. [redacted] that the only confirmation I received was the email on 7/22. I did not receive any call, email, or text saying that the location had been moved. Also, I noted that Compass Self Storage was already on the phone with U-Haul when I arrived, which they would not have been doing had they not been expecting me. I informed Mr. [redacted] that the only correspondence I received about [redacted] was on 10:04am on 8/1 stating that my reservation was confirmed for 11 am, after I had been redirected by Compass. I made my reservation online for 10 am at [redacted], so why would I receive a text after 10 stating to go to [redacted] the day of, indicating that the text was sent after the conversation at Compass. Mr. [redacted] stated that he would submit the information that I provided and he stated that he would call me back in a few days with the results of the investigation. Mr. [redacted] did not call, so I called him and left a voicemail. My voicemail was not returned.

I called the U-Haul 800 number again on 8/8/14, as I had not heard back from Mr. [redacted]. I was informed by [redacted] that my reservation guarantee was denied because the van was at my "confirmed location". I again explained that the [redacted] location was never confirmed to me and my 7/22 email confirmed my reservation at Compass in [redacted]. Compass in [redacted] was expecting my arrival which proves that [redacted] was not confirmed. I reiterated that I did not receive any emails or phone calls from 7/22 to 8/1 about this so called confirmation. Mr. [redacted] stated that he would forward this information to the review team, and would personally call me on Tuesday 8/12/14 to give me the results. As on 8/14/14, Mr. [redacted] has not called me.Desired Settlement: I am disgusted with the way that U-Haul has handled this situation. They have been giving me the run-around about the reservation guarantee which they clearly state they provide. As a multi-billion dollar company, I am shocked that they would stoop so low over $50. I am not convinced that [redacted] was the "confirmed" location as I never recieved any correspondence about this until after I spoke to the clerks at Compass Self Storage. Even if it was, U-Haul dropped the ball by not calling, emailing, or texting me about the "location change". Once again, I will state that Compass staff were expecting me, which makes it hard to believe what the U-Haul representatives have said. I am a full time professional who was invested a lot of time in getting this issue resolved. U-Haul has handled the situation in a childish manner by refusing to call me back. It seems that U-haul is refusing to call back in hopes that I will forget about it, but I will not forget the hassle that they have put me through. Because of this situation, my move was delayed by an hour and I had to purchase miles on the Cargo van that I would not have had to if I had got it in [redacted], IL like planned. I would like to be refunded my $50 for this unprofessional mix-up on U-Haul's behalf.

Business

Response:

August 20, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted].Cindy Rodgers, our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for the $50 Reservation Guarantee Fee she issued back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International