U-Haul International, Inc.

Review: I have a complaint about both failure to honor a contract or agreement, aswell as a complaint about customer service failing to provide assistance. I had a reservation for July 11th for 2pm pickup of a 17' truck at u-haul location of [redacted]. I arrived at 2pm to be told by the employee that the guy who does the uhaul contracts is not there and not answering his phone, and to return in 10-15 minutes. When I returned back 15minutes later they once again told me he was not answering. He provided us with a sheet of blank white paper and a pen and told us to write all of our information to use as a contract. He then asked me for a 100$ deposit and told me I could only pay in cash. I told him I would not pay cash I would pay credit card only, he insisted I pay cash. I refused. Finally he had me write down my credit card information on this makeshift contract. We did not leave he uhaul until 2:36PM! Almost 40 minutes later.

I had called u-haul customer service at 2:13pm to complain and request the 50$ credit that uhaul guarantees if your reservation is not ready on time. I spent 13minutes on the phone, and was transferred to the [redacted] call center only to be hung up on. I called back at 2:32pm and spent 19 minutes being transferred from agent to agent and kept on hold repeatedly, and finally was hung up on again.

My last call July 11 was at 2:52pm and spent 58 minutes on the phone being told a supervisor was coming, and I was kept on hold 98% of this time. 57minutes the only person I was transferred to was [redacted] again, who told me the ontario call center had no supervisor today. I called the head office number and was redirected to customer service again. My reservation number was [redacted].

Uhaul failed to provide my truck at requested time, delayed my move by 40minutes, made me sit in extremely hot weather with my son outside a uhaul location because they couldn't get it together, and the customer service was downright DISGUSTING.Desired Settlement: I want my credit card refunded for the full amount of 84.50$ back to my credit card

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. He informed our office he sent [redacted] a check for $84.50, which she should receive in 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,

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.

I am confused with this resolution as [redacted] told me the cheque would take 3-4 weeks, but their response to Revdex.com says I would receive it in 10 business days. Which is it?

Regards,

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the check for [redacted] was issued on July 21st and cleared on August 1st.

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: On 5/7 we rented 3 u-box containers and had them shipped from Milwaukee, WI to Prescott, AZ. We were charged $2,571.00 for them to be delivered to Prescott. We received delivery confirmation on 5/20. We called to confirm that they had arrived and when we got to the Prescott location they were not there. We were told they were in Tempe, AZ. We were reassured by the Prescott manager that they would be shipped out and would arrive on 5/26. We called and were again told they they were at the Prescott location, after contacting the manager we were told yet again that they were still in Tempe. They have been sitting in Tempe for OVER a WEEK.Desired Settlement: I would like the U-boxes that I paid for to be delivered to the location that was specified. It is past the delivery date by a week.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].[redacted], our Executive Assistant for our Eastern Arizona Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call but she has not heard back as of yet. She also explained his boxes arrived at the designated location in Prescott and on time according to his contract.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Moving is one of the most stressful events in a person's life. Cross country moving even more so. While we of course expected a certain amount of stress while moving from Seattle, Washington, to Hyannis, Massachusetts, we did not expect the biggest stressor to be renting a U-Haul truck. Our 3200 mile move was infinitely more strained than it should have been, thanks to an extremely disappointing experience with U-Haul.Our first issue occurred when we picked up our truck. After loading our be[redacted]ings into the back, my husband went back to U-Haul to get the tow dolly attached. On the way, the Check Engine light came on; our truck was found to have some sort of fuel issue. My husband was told he can "try his luck" with the truck anyway (which would mean driving a possibly unsafe vehicle 3200 miles with a pregnant wife inside it) or he could wait for another truck and reload our boxes and furniture. He and a friend of ours had to unload the truck in the parking lot and repack everything into a new one. At this point we were unable to leave when we planned, and this issue cost us a half a day of travel time.The next morning when we were about to get on the road, it was raining, as is typical for Seattle. My husband was pulling the truck out of our driveway when one of the tires slipped in the mud and the truck started to slide down a small trench between our driveway and our neighbor's shed. The rear right tire was a foot off the ground. We called roadside assistance, who informed us that U-Haul could not help since we were not 15 feet from a paved area. They advised us to call a tow truck (which we would have to pay for out of pocket). The towing company we were directed to told us to call around to other places because "it will be about $500 to get us to help you". We couldn't find anyone else who could help us, and meanwhile it was still raining, which meant the truck could very well keep sliding and eventually tip over onto someone's property. We called the first place back and were told they now couldn't get anyone to us for a few hours because "while *you* were making your decision we got other calls". I finally had to call the local police to get someone to pull our truck out. This was a very dangerous situation that U-Haul essentially refused to do anything about, despite us telling them several times how unsafe it was, not only for us, but for others who live on our private road.When we did get on the road, we discovered the windshield wipers were squealing when in use. We were driving through the Pacific Northwest and Midwest into New England at the end of October which means lots of rain and some snow; functional wipers are of paramount importance. If we turned them on low, they were not effective; if we turned them higher they were squawking very loudly and were extremely distracting while driving.Finally, after 5 days of driving, we arrived in Hyannis and went to unload our things into our storage unit which I had reserved a few days earlier. Initially I had reserved for October 30th, but called as instructed to push the reservation to the 31st (as we had lost an entire day of travel before even leaving Seattle). When we arrived at the Hyannis U-Haul, the associates had no idea we had changed our reservation date and spent 45 minutes scrambling to get our paperwork together. I was initially told we could not move in to our storage unit until we returned our truck, which was clearly wrong since we would have to unload the truck before returning it. This confusion took additional time, while we just stood around instead of unpacking. It took 4 employees to finally figure out that yes, we had reserved storage, and yes, we could get into our unit before returning our truck. Without even asking what kind of unit we would prefer, we were given a second floor indoor unit, and when we asked if we could have an outdoor unit to make unloading and access easier, we were informed it would mean starting the paperwork all over again. We did not have time for this, so we took what they had assigned us.The indoor storage units are awful. The hinges on the door of our particular unit do not line up, so the door must be lifted and squeezed closed in order to hook the lock on. It is so dark you can't see during the day if you need to look for something, and the worst of it is, the indoor storage area stinks of cigarettes. Not only did we wind up with a unit that was inconvenient and in poor condition, we now have our baby's clothes and bedding stored in a place that reeks of smoke. Now we will have to start looking for other storage so we can move our things AGAIN before the next month's bill.When we first started planning our move, we priced out truck and storage rentals at other places and despite U-Haul being the most expensive, we opted for it because we thought the service and experience would be much better than at other companies. We spent $1500 for horrible customer service, vehicle related issues, subpar storage accommodations, and to top it off our travel time was under even more pressure than usual as we lost a day and my husband was to start work upon arriving in Massachusetts. Needless to say, we will not be using U-Haul again and will advise friends and family who are moving to go elsewhere as well.This experience can only be described as nothing short of abysmal. We have reached out to U-Haul and have not yet received a response.Desired Settlement: We would like to speak with someone at UHaul about some manner of refund for this major inconvenience and miserable experience.

Business

Response:

November 22, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customers Mr. and Mrs. [redacted], a Senior Customer Service Agent, followed up on the information Mrs[redacted] provided. He noted that he attempted to speak to Mr. or Mrs[redacted] but was unsuccessful in reaching them by phone. He issued a refund for $500 back to their Visa account as an adjustment on their U-Haul rental. The refund should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted]. I was in fact able to speak with [redacted] by phone that day (I had missed his call initially as I was in an appointment) and we received a $500 credit. Thanks for your help in this matter.

Review: I rented a reserved Uhaul in [redacted] on 11/8/2015. Despite reserving my u haul online in advance, when I showed up the day before the Uhaul in [redacted] did NOT have my reserved rental. They said they would upgrade me but if they did, it would burn out my transmission. I told them I HAD to have a rental as I had to move the next day and needed there help.

They DID NOT offer to call around or try to find me the 5 x 8 closed rental I reserved. Instead they gave me an open trailer and some free rope. I had to spend close to $20 on a tarp to cover my boxes, and they discounted my rental a mere $20. When I started my drive down south on Monday 11/9/2015 it was an extremely windy and stormy day. Despite us using the rope they gave me and the tarp, my boxes were blowing all over the back of the rental and we had to stop multiple times while driving down the freeway so I would NOT lose my property. While driving down the 101 we called Uhaul to complain, they didn't so much as offer an apology.

I then called the Uhaul in [redacted]. He had the 5 x 8 I needed, and we had to unload my boxes and reload into the 5 x 8 I reserved. OMG... This took us well over 2 hours, and I was paying someone $25 per hour. In total it took us an extra 3 hours, as Uhaul [redacted] did NOT honor my original rental request.

The owner in [redacted] told me what happened was straight out wrong, and that they owe me a full apology and refund. I have since called the Uhaul Corporate office 13 times, have emailed the Uhaul President, and the Manager at the SB Uhaul has called me over 5 times. NEVER to apologize for my hassle, for re-injuring my already injured arm, never to say he would do anything to alleviate my stress or to credit my credit card. The Manager Able ONLY calls to harass me and to tell me WHY HE CANNOT nor WILL NOT make this awful nightmare acceptable.

I request a full refund, I request $100 for my guy I had to pay extra for his time, and now I need to ask them to pay for a Dr. viist as I hurt my arm trying to tie down the boxes blowing in the wind and having to load, unload, and reload yet again just because they COULD NOT nor WOULD NOT find the original trailer reserved and needed for this move.

Please ask U HAUL corporate to refund my full charges, pay for my Dr. Visit for my injured arm, and also pay for the time I had to pay my guy to be on the clock resolving all the problems associated with this awful experience.

Thank you,

[redacted]Desired Settlement: I want a full refund, $100 for the extra time it took my guy to do the labor extended, and $150 for my Dr. visit for my injured arm due to having to load and unload multiple times. This is just the first Dr. Visit, there may be more to come. based on the outcome. I need the Manager Able to stop calling me and to stop harassing me, I need the President of Uhaul to train his staff on proper customer service, and I need this company to do a much better job in the future with other customers. Nobody should EVER have to go through such a nightmare.

Business

Response:

November 29, 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 left a message for Ms. [redacted] as well as sent her an email explaining a refund was issued back to her credit card for $123.75 on November 12th. Ms. [redacted] also explained she would issue another refund in the amount of $100 for the extra hours incurred for her hired help. She provided the telephone number for RepWest Insurance Company if Ms. [redacted] wished to file a medical claim for her doctor visit. The refunds were issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement if not already.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: U-HAUL expressly promised me a rate of $84.95 for the first day of use of a cargo van and EXPRESSLY promised that an additional day would be charged at the rate of $19.95; then, U-HAUL breached this agreement and attempted to charge me a SUBSTANTIALLY higher rate at the time of check out. U-HAUL also committed a "BAIT-AND-SWITCH" by baiting me into renting from them by promising a certain rate and then, after I agreed to rent and did in fact rent, U-HAUL attempted to switch the price, unilaterally and illegally changing the contract and attempting to charge me a much higher rate. This is an unlawful business practice, in addition to constituting a flagrant breach of the contract into which we entered.

At the time I called to make the reservation, I specifically explained that I would ONLY need the cargo van for moving stuff to San Francisco for ONE day, but that I would not have time to return it the same day; thus, I CONFIRMED, SEVERAL times during the reservation call, that there would NOT be an additional charge of $85.95 for the second day, since it was ONLY being used on the first day of use - April 6, 2015 - to go to San Francisco. I CONFIRMED that the second, additional day, would ONLY be charged at the normal rate of $19.95 per day.

When I made the reservation, I was CALLING AROUND to get quotes; I based my decision to rent from U-HAUL on the price that was REPRESENTED TO ME OVER THE PHONE. I expressly relied on this representation and was told that the ONLY other charges, besides the daily rate of $85.95 for the 1st day (04/06/15) and $19.95 for the 2nd day (04/07/15), would be a) taxes and b) the insurance, if we elected to purchase that coverage.

Out of an ABUNDANCE OF CAUTION, at the time I picked up the van, on April 5, 2015, I CONFIRMED, and RE-CONFIRMED the charges that would apply with the individual that checked me out (see CDW Rental tag for initials); I confirmed that it would be $84.95 for one day and only $19.95 for the second day - TOTAL.

I have a witness to BOTH my conversation with the customer service representative at the time of booking and my conversation with the representative that checked me out.

At the time I returned the van and checked out, U-HAUL attempted to charge me for .99 per mile, plus a daily charge of $19.95 per day (and other charges), instead of complying with the contractual price that I was promised.

The individual that checked me out, one [redacted], did not comprehend my dispute of the charges; she called customer service while I was on the phone and the customer service rep also did not comprehend what I articulated, which was essentially the foregoing series of promises set forth above. HOWEVER, I was PROMISED that the manager from that location would call me to resolve the problem within 72-hours. Consequently, I agreed to pay the charges UNDER PROTEST at that time, since we needed go get going and be somewhere. In the recorded signature, I made the notes "Under Dispute." I NEVER received a call from the manager.

I called U-HAUL today, again, and the individual at customer service, again, did not comprehend the issue and attempted to argue with me, claiming that U-HAUL was able to unilaterally violate their own promises and unilaterally change the contract. That's obviously not true.Desired Settlement: Dealing with U-HAUL's flagrant breach and attempt to commit a bait-and-switch has wasted a substantial amount of my very limited time.

The estimated tax was $8.84 and $6.52.

I should have only had to pay $84.95, + $19.95 + 20.00 per day for the insurance; that comes out to $125.00. I was EXTORTED into paying $173.20.

My billable hourly rate is $450/hr. This has costed me over 2 hours.

In view of the serious inconvenience this egregious conduct has caused to me, I am demanding a refund of no less than $125.00.

Business

Response:

April 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage of Livermore, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. A refund for $60 has been issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On April 11, 2015 I arrived approximately 12:30 pm to remove my belongings out of a storage room I had since January 2010. I complaint in 2011 about my storage being unlocked and had a witness of what they saw when visiting my storage. It seems that I was having a personal problem with a Manager name [redacted] who continuously speaks to me in a manner with no respect. Although I am the customer I had to complain on his behavior towards me in 2014. I spoke with Customer Service and put in a complaint in 2014 that warranted another complaint in 2015 that led to me seeing my items such as my living room sectional and air conditioner and personal items just all over the place inside storage damaged. You can tell that my items were kicked inside of the storage and whomever was inside had a key. My key was changed and I couldn't get inside and the Manager knew this information already prompting an argument in front of his staff and outside customer's. The only thing I received was a number to insurance and I want my money for my belongings because when, I put in those items majority was knew wasn't all broken up. Why would I put insurance on broken or damage goods it wouldn't make sense to add a extra bill to the account. The Manager never seen me coming and his attitude was he done something inside my storage to come at me so negatively when I arrived. Everything was out of place and also kicked in until it most of the furniture couldn't fit into the uhaul moving truck.Desired Settlement: Refund on my insured items that have been broken and due to mishandling merchandise in the storage room that should have been locked and I should have had a key to when I arrived to remove my items out of storage room. I should also receive money for mistreatment as a customer for 5 years. Who changes locks on the customer who is paying there bill and use excuses from last year?

Business

Response:

April 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Storage Manager for our Manhattan Bronx Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced at our U-Haul location. Ms. [redacted] relayed she had filed a claim for damages and thanked Ms. [redacted] for the follow up call.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26 foot truck from the [redacted]. Grapevine, TX. location and informed the employee that I would be taking my items from Euless, TX to Rosenberg, Tx., basically from Dallas to Houston. The truck I was provided was one of their In-Town trucks I was later informed by a more forthcoming U-Haul location. I spoke with U-Haul "Traffic" several times and was told nothing could be done and was met with an adversarial person on the other end of the telephone. Once I learned that the contract could have been written up as a "One Way, Round Trip" I asked the employee in "Traffic" and she could not provide an answer but agreed it was a option. I called Customer Service back to speak with a supervisor but was transferred around nearly 4 times and the line disconnected, forcing me to call back again. This was no help. I called the Grapevine location and was told the truck was scheduled to go out multiple times 08/29/2015. I informed the manager that I was still in Rosenberg, TX. and that's what I informed them that;s where I was going when the transaction was rang up. The manager stated that if she had been aware of the transaction, she would have given me a different truck and would have rang it up as a "One Way, Round Trip". I returned the truck 08/29/2015 and was charged 2 separate billings. One for $295.68 and $378.23. I have rented from U-Haul many times and never encountered this before. I was punished for not knowing all the available options. For the price I payed, I could have contracted a moving company. Customers hire U-Haul to save money because of hard times, not to be overcharged. The worse part is U-Haul has completely ignored me and has not addressed or resolved this issue.Desired Settlement: I would like a more fair billing for the encounter. I was unfairly charged over $673.00.

Review: I was in the process of moving and in mid June 2014 I was calling around for quotes. Being that I've used Uhaul in the past, they were the first call I made. There quote was extremely high (i have the email) and so I called other companies. I received a quote from [redacted] that over half the rate of Uhaul cheaper. On 6/24/14 I received a vm from Uhaul and when I called back they explained they were following up on my quote and wanted to know if I was ready to reserve the truck. I explained to [redacted] that I was going with [redacted] because they had a way better rate. She proceeded to say that they maybe able to match/beat the rate. I assured her that I didn't this this was possible being that the rate was so much cheaper. She insisted that I at least give her the opportunity to at least try, and so I did. She was able to not only beat the rate, but she also offered me first month free storage. I was sold. I asked her more then once if my things would fit in the 10 ft truck being that [redacted]'s rate was for a 12 (or 14, can't remember their smallest truck at the moment). I listed out to her EVERYTHING I would be moving and she assured me it would all fit no problem. Truck Reservation #[redacted], 1st storage reservation #[redacted]. **Running out of space**Important information: 2nd storage reservation # [redacted], Lied to me my things did not fit in truck, had to get a trailer TRL reservation # [redacted]. So many things went wrong, called and complained 1st time on 7/22 spoke with [redacted] third storage change. Complained again to [redacted] per [redacted]'s direction. Complained again on 7/23 to [redacted] & [redacted] who ALL gave me the run around and pointed finger at the next person. Called executive office spoke with [redacted] who lied to me on more than one occasion, promising me a resolution and a called back and I have NEVER heard from him again. On 7/28 spoke with [redacted] who send [redacted] a IM to contact me and she also promised me a follow up call to ensure he called. Never heard back froDesired Settlement: I had to pay movers to move me, our agreement was two hours. Because Uhaul lied about the items fitting in the truck I had to go back and get a trailer causing over 5 hours to load both...unexpected expense #2. Due to that I was NOT able to move (from Texas to Michigan) that day as planned and was forced to leave a day later. Driving with a trailer putting my life in danger as the trailer was pulling me all over the road. I will never PAY (out of MY pocket) to use Uhaul ever again after this!

Business

Response:

September 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Manager, followed up on the information Ms. [redacted] provided. A copy of the recorded call was sent to Ms. [redacted] as she requested. Mr. [redacted] relayed there was no discussion or conversation about the items she was moving. Ms. [redacted] reserved a 10-foot truck after agreeing a 10-foot would work for her. In regards to storage, Ms. [redacted] had a reservation for a 5x10x10 unit at our U-Haul Moving and Storage of New Center in Detroit for one month free. Notes indicate she cancelled the storage reservation and went to a different location. Mr. [redacted] concluded a refund or adjustment was not warranted.

As we value Ms. [redacted] as a customer, we sent her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

Maria,

I hope I have your email address correct.

Here is my dispute response:

I don't accept the $30.00 off gift certificate for a future use as I will never use Udall again and the amount does not compensate me for the amount I was out. I have talked with my friend who was with me the night of the confirmation conversation and who heard everything as I had my phone on speaker. I don't want transcripts of the calls I was the actual recording of the call made on July 21st. In that call you will hear the lady tell me that all my things WILL fit in the 10 ft truck. I tried to back out of the truck.

Business

Response:

October 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

After another review of the information Ms. [redacted] provided, please be advised our decision in the matter remains the same. U-Haul is a do-it-yourself moving company. We can suggest size of equipment based on average rooms of furniture. Only the customer knows how large or bulky their items may be and it is their responsibility to make the final decision on what size of truck will accommodate their items.

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: Around last month, I spoke with a Uhaul booking representative over the phone to book a van for July 30, 2015 (uhaul should have a recording of it if they have not removed the evidence yet). I inquired if I could park the uhaul truck for 4-5 days in their lot because I wouldn't be able to move in to the new house on the same day; she said I could for as long as uhaul wouldn't be made liable for any losses incurred the whole time it would be parked in their property. Being a representative of uhaul, I took her word as a verbal contract. Anyhow, on the morning that I picked up the van, I was never told that uhaul blackfoot trail had a policy against parking rented vans in their lot; so when I returned with a loaded van later that afternoon, I was surprised to be stopped by the area manager, [redacted]. After hearing my explanation and after I told her that I had a verbal agreement/contract with Uhaul, she insisted that she didn't care, emphasized that she was the manager and could do anything she wanted, and rudely told me to get off her property without even the benefit of an apology or an alternative solution. Another staff member suggested parking on 5th street--a public but less safe area. Conclusion: If Uhaul representatives (between agents and managers) cannot get their act together, how did I deserve to be so rudely kicked out of their property? If the business deal was based on a verbal condition that I be allowed to park in their lot, how is it NOT a breach of verbal contract to be refused parking? I did get irate and also later treated Ms. [redacted] rudely (naturally; who wouldn't?)and threatened to report them to Revdex.com...but they just said that that would not do anything. Who else can I turn to if uhaul doesn't even care of being reported to Revdex.com?

Product_Or_Service: uhaul van rental--in lot parking

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

1. I would like [redacted] to apologize to me in the presence of her staff.2. I would like to be allowed to park their van in their property if this gets resolved before Aug.5.3. I want Uhaul to keep their word if they cannot change an across the board change in policy; the phone booking agents should be made aware of the parking policy of Uhaul and to not make promises they can't keep.That is just so unprofessional and illegal.

Business

Response:

August 18, 2015

Review: On July 28, 2013, I engaged UHaul to assist with a move from Seattle, Wa to San Francisco, CA. The terms of the agreement were that UHaul would store my possessions in a UBox in Seattle until the end of September, then move them to San Francisco at the beginning of October. I first contacted UHaul about the final move in mid September and was told to call back at the beginning of October. I started attempting to contact the origin location at the beginning of October 2013. The locations calls were being routed to a call center, which indicated that I would need to contact the local store to have my goods shipped. I continued making calls with the same results until mid November when, in desperation, I went to a local San Francisco UHaul store for assistance. They contacted the UBox department for me, and at that time I was told that I would need to complete a gypsy moth certification, which I would need to obtain from the origin store. The San Francisco UHaul location helped me get in contact with the local store, and I was told by [redacted] at the Seattle (origin) store that I would need to call back when the manager was available as he was unable to assist. I continued trying to reach the origin store to obtain the correct paperwork, calling almost daily and also attempting to contact the regional manager, who did not return any of my calls. The Ubox department said that they would schedule the shipment for November 29th, and they did bill me on that date.

After many more attempts to reach the Seattle store, I went back to the local San Francisco store on 11/30. once again no response from origin store for the form. The San Francisco l store called the origin store on 12/7 but was once again told to call back next week. On Dec 10th [redacted] called back. . I had a difficult time getting the gyspy moth form to be emailed to him, but was finally sent and returned that same day. [redacted] indicated that the reason for the delay was that she had been on medical leave, which is unfortunate, but the cost of that should not be pushed to the customer in my opinion. I attempted to follow up by phone and email to [redacted] on the 11,12,and 13 of Dec, then on the 14th went back to the San Francisco store and got the contact information for the regional manager. Cust left message with Regional Manager [redacted] on Dec 14 and got no response. On 12/17 I spoke with [redacted] assistant and wife, and was told that [redacted] was in a meeting but [redacted] would call him on 12/18 , no call back from [redacted] on 18th and 19th,. I called [redacted] on 18th 19th and was sent back to the call center. The call center sent [redacted] an IM on both days with no response. I once again called [redacted] on 12/19 and was told he that [redacted] wouldn't be back until 12/23. I called the call center back and Ray Jackson took a formal complaint, a process that I had asked UHaul about many times but was informed that there was no complaint process. On 12/19 I was finally able to reach [redacted], who informed me that the box had been shipped on 12/16.

I had inquired of Ray Jackson and [redacted] of the process for requesting a refund due to the shipping delays. [redacted] informed me that [redacted] would call me back to discuss, but never did. On December 24th, [redacted] contacted me and scolded me for filing a complaint. I requested a three month refund of storage fees, she agreed to a two month refund. [redacted] stated on December 24th that she would call me back in a few minutes to let me know the refund had processed. She did not, and on December 26th I attempted to contact her store and was forwarded to the call center, who transferred me to [redacted]'s cell phone. [redacted] let me know that she had processed a refund for two months of storage on 12/24, and would email me the receipt on 12/27. When I did not receive the receipt on 12/27, I emailed [redacted] requesting the receipt and received no response. I contacted the call center later that day and was told that [redacted] had noted the account that she had agreed to only 1 month refund, and that as of 12/27 had not processed the payment yet.

Uhaul's final resolution (after many more calls) is that they feel that only 1 month refund is justified. I disagree, but UHaul has indicated that they have no escalation process beyond [redacted]'s manager and will take no further action.Desired Settlement: Refund of additional 1 month storage fee.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. She informed our office that refunds in the amount of $135.23 and $64.60 were issued to Mr. [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

Review: My fiance and I rented a truck from Uhaul from Tampa Bay Florida to Newark, New Jersey. While on the route to our destination my fiance received a disturbing call from one of Uhaul prior client. The prior client was given my fiance number by one of Uhaul representatives. She was calling asking for an item that she has left behind in the truck. We explained to the prior client that we had no items in the truck and she should contact Uhaul. We kept receiving phone calls and text messages from this client numberous times on different ocassions for roughly a week or so. My first attempt on getting a contact with Uhaul was a nightmare. being transfered and put on hold numerous times until I got fed up and decided to ask one of my co-workers who is an attorney to contact Uhaul for me. They told him that they would try to reach out to him in 3 business days. Three business days pasted and we did not hear anything from them. I decided to take more action on this and called Uhaul a third time. This time I was giving a ticket also that I had to wait three business days. I was basically giving the same run around as the previous three other times. I waited for a phone call for four days and no one ever got in contact with me. I called Uhaul a fourth time to see what was the hold up they finally gave me a number to reach the manager where I had rented the truck from. The manager was trying to work with me but I was already fed up with the dragging around that they made me go through and all the holding time that I had to wasted in order to get this handled the proper way. Once I spoke with the manager who name is [redacted] ID#[redacted], we tried to come to an agreement I had asked for the entire amount I spend with Uhaul for invading my fiance privacy by giving her number to a client. I was told I would receive a phone call back from Mr. [redacted] which I never received I have never had an issue receiving phone calls. Mr. [redacted] decided to call my fiance who agree upon the $100 for them to give to us for us. When I was inform about this by my fiance I tried getting in contact with Mr. [redacted] and he has left work for the day. The next morning I was able to finally get in contact with Mr. [redacted] who advise me that since my fiance had agree with what was giving he could not do anything else. All I kept hearing in I understand Im sorry. It was mission impossible to get in contact with him from being on hold for over 15 min. The problem that I am also having is with the purchase we made we were giving one month free of storage which we were never told that it was only in certain locations that had that special something that I was never told. Trying to speak to someone in Uhaul is very disturbing and unprofressional they put you on hold for over 10 minutes eveytime I have tried speaking with them. I had no other choice but to do this I tried speaking to manager and it got me nowhere and this was my last go at this.Desired Settlement: I would like to have my funds refunded and also would like for the public to know that Uhaul has the worst costumer service and servie I have ever experience with anyone in my life. Thank you

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Ms. Jennifer [redacted], whose name actually appears on the rental agreement.

Mr. [redacted], our GM of our U-Haul Moving and Storage of Tampa, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns and advised him he would review the situation and call him back. When Mr. [redacted] called him back at his office, he did not receive an answer. He was, however, able to reach Ms. [redacted]. In addition to the $100 VIP Certificated issued to her on July 15th, he also issued a refund for $100 as an adjustment back to her Visa account on July 27th, which she accepted as a reasonable resolution. The credit 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

Review: I scheduled a Uhaul pick-up in my town four days before my move date(2/12/2013), and was promisied a truck on Sat (2/16/2013). I was called on Fri (2/15/2013) at approx one oclock and told that I was not going to be able to get a truck and I would have to move my move out day back. I told them that I hadgiven my credit card number and was promised to have a truck after going back and forth over the phone for almost an hour I was told that I could travel over 50 miles and pick up a truck in [redacted] SC. I was told that I could do a one way rental and retun it in [redacted] SC. I was given a 8:00 am pick up time, I got lost and arrived at 8:30 and there was no one there to help me untill 9:15. I was not informed that I would need to put down a hundred dollard deposit since I was going to do a one way rental. I was also assured that I was going to recieved my deposit back in cash once I retuned the truck. I returned the truck at the drop-off location on Sun. When I returned to the drop off location on Monday I was told that I was being sent a check for only $20.00. I have been back and forth on the phone again trying to see why I was charged for an extra day and not recieved the proper amount back and in a TIMELY manner. Every person I talk to has a diffent answer and I still dont have a resolutation.Desired Settlement: I want to receive my proper refund of my deposit. I will NEVER use UHAUL services AGAIN!

Business

Response:

February 22, 2013

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office two separate checks totaling $58.00 were mailed to Ms. [redacted] and should be received within the next 10 business days.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $30 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did recieved both check but and due more of a refund. I put down $100 in total for a deposit and should only have to pay $1.64 for the four extra miles I used and $18.00 for difference in the amount of gas that I returned to truck with. I am due at least $30 more dollars of my deposit. The VIP offer was recieved but WILL NOT be used I WILL NEVER use Uhaul services again. NEVER!

Regards,

Business

Response:

March 6, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office he attempted to speak to Ms. [redacted] but reached her voice mail. He left a message explaining he voided the VIP Certificate and issued her a check for $30. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: They falsely advertised that I could move my 1000 sq. ft. in one of their UBox's, then upon delivery I tried to dispute that it would in fact fit all of my items, to which they assured me it would; then they charged me 238.90 even after I had to call and return the box. As a resolution the corporate office offered me two of the boxes for the original quoted price of 2054.00 and that the boxes would be delivered on July 26th. On July 27th when they still had not arrived I called inquiring about them and they had completely lost my reservation. I had to go through the whole ordeal again and now they have charged me a total of 998.00 and are holding my boxes hostage in [redacted] until I pay 2054.00 on top of the 998.00, which is not what we agreed upon. On top of all of this, not one manager has taken the time to call me and talk to me about this, instead I have been given the run around and hung up on.Desired Settlement: I want my boxes delivered for the amount of money that I agreed upon within the next week, or I want Uhaul to completely eat the cost.

Business

Response:

August 23, 2012

Thank you for your concern for our customer [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information [redacted] provided. He informed our office [redacted]'s concerns have been addressed and resolved. He relayed that [redacted] was issued a VIP Certificate for $956.00 and the delivery fee for $425.00 was waived. Of the total bill, which was $2,054.00, the only amount collected from [redacted] was $673.00.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

November 29, 2012

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], advised our office they did another careful review of [redacted] concerns and sincerely feel a fair resolution was made. She added that their decision in the matter remains the same.

We hope [redacted] will take advantage of the VIP Certificate we sent her. We feel it can be of great value to our customers and is valid for two years. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope and tape. We also sell permanent hitches, propane and locks.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

Unfortunately Uhaul remains unable to tell the truth and it is quite honestly kind of pathetic that they are so incapable of deciphering between making things right and good business practice versus just sheer stupidity and being stubborn. If they want to continue to stand firm in the belief that they have "done everything" in there power to resolve this issue as I am a "valued" customer, than they are all delusional. I too work for a large corporation that would NEVER treat people as if they can be easily discarded and completely disregarded, especially over something as small as a couple of thousand dollars. This is their choice to be stubborn, they NEVER sent me a VIP anything and it is rather unfortunate that they continue to lie about all they have done to rectify an issue that they caused by misleading advertisement. No business will continue to be successful, especially in this economy if they choose to mistreat and abuse the everyday working man. We are the people that keep them afloat and since this has happened I have heard horror story after horror story of people's general experience with Uhaul. I know that would not be the reputation that I would want my business to be associated with. The truth is, with so many other moving options I would never come within a hundred miles of another Uhaul as long as I live. I am glad that they feel confident in there decision, I do too.

Review: I have multiple issues with this facility.1) When my U-Haul U-Box was received by this facility, it was unloaded onto the ground (not a trailer as has been requested), so I couldn't tow it to my final destination.2) Not only was it unloaded on the ground in an unsecured area, it was unloaded with the door approximately two feet from an automobile *with no motor* which made it impossible for me to unload it. They were going to move the box, but their forklift wouldn't start. So the guy ([redacted]) pushed the car out of the way just enough for me to open the door to the U-Box. I then had to unload it on the premises and make several trips back and forth in my car.3) Regardless of the fact that I unloaded all of my stuff from the U-Box on August 9, and left the 12 furniture blankets--folded neatly--my credit card has been charged for "U-Box storage" at this facility. My calls and e-mails have been unanswered (but one nice U-Haul customer service rep named [redacted] has been trying to help me).4) I just this morning received a call from this place asking me why I show up this morning for my 10:00 a.m. reservation--the answer is because I never made a reservation. Apparently, according to what [redacted] at U-Haul could discern, someone at this facility made the reservation last night. So it seems that someone is using my name and personal information to either irritate me or--what? I have no idea. But I've had enough.

Product_Or_Service: U-Haul U-Box rental

Order_Number: #[redacted]

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

There have been two bogus charges to my credit card:1) $50.81 for who knows what2) $18 on August 30 for "monthly storage" of the U-Haul U-Box (as I explained above, I am not storing anything at [redacted].

Business

Response:

November 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] to address her concerns. [redacted] stated her credit card company had already received the requested credit and no further action was required.

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]. I never had a complaint with any company in [redacted]; I believe this was forwarded to you in error. My complaints were with U-Haul in [redacted] and U-Haul in [redacted]. I suspect someone thought the AR abbreviation for [redacted] was the abbreviation for [redacted] (I find this happens fairly regularly). Anyhow, my problems have all been addressed. I consider this complaint resolved.

Regards,

Review: I called in and spoke with an agent from their regional office and was clearly told I could have an extra 500 miles to complete my move. I got online after the call and it showed he gave me the miles.

once I turned in the truck the miles was removed.

I then called to ask how and why not only was I made to feel like a fool but a liar.

Then I called and talked to a very nice lady [redacted] she put me on a three way call and let me listen in where she tried to help me with the Cincinnati regional mgr. [redacted] and he then made fun of my claim and acted like it was no big deal to him.

I was told my money would be put on hold until they can review the phone call and they would email me a copy.(this never happen) There is a lot more to this story I would like some one ([redacted]) to call me. (###-###-####)Desired Settlement: to refund my money (not only the extra they took out but all of it for my time and trouble)

Business

Response:

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

[redacted], our Traffic Manager for our SW Ohio regional office, followed up on the information Mr. [redacted] provided. His research and review of the recorded call indicates Mr. [redacted] was not promised an extra 500 miles on his rental, therefore, a refund 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,

Executive Assistant

Consumer

Response:

I was told this and also that the call was recorded ? I would like a copy of all the calls

Business

Response:

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

[redacted], our President for our SW Ohio regional office, reviewed the recent information Mr. [redacted] provided. He relayed Mr. [redacted] was provided with 80 additional miles as the recorded call indicates. A refund for $34.50 was issued back to Mr. [redacted]’s [redacted] account, which included tax. Mr. [redacted] stressed that there is no employee in his region that is authorized to allow 500 extra miles and he himself never authorized the extra miles. The recorded phone call was emailed to Mr. [redacted] along with a statement that no additional adjustments would be offered on his rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was over charged by uhaul. I reserved a 26ft truck for a Sat move at a uhaul down the street from my house, my father just rented one for three days and said he got a good deal so I gave them a shot. Lil did I know what I was in for. So fri we get a call from [redacted] from uhaul telling us she doesn't have a 26ft truck, but if we need one we can pick one up in [redacted], which is 20 min from my house. [redacted] said they would give us 30 free miles and everything would be set up once we got there. Of course since its the last minute and we have already scheduled the movers we had no choice but to pick up the truck. Once we arrived the uhaul [redacted] had no idea of what was going on.

I asked him why isn't he setting us up for a local rental since were ONLY GOING 33 MILES. He said he can't change it because it was already set up for a one way. I asked isn't a one way for out of state? He just shined me on. Then I asked if it was reserved for a pick up in [redacted], and we are picking it up here how can it possible be the same? Again no answer. Then I asked for a map so I can show him how different it would be, and he refused to print one. Finally he said how would you like to pay cash or credit. I said cash he said ok $263 But I thought that included a $100 deposit. The [redacted] said to ask for our deposit when we return the truck. I would have never paid that for one day use of a truck and 33 miles from there location to my home.

The next day my father asked why the bill is so high $263, for one day and a move that was so close, so he called the uhaul store in [redacted]. They told him it seems a lil high and that an associate inputted homeland as the dropoff location. My father said what is the breakdown of charges, the truck, the milage, etc. He also said that is not our mistake sir please correct that he asked for his name since he said he was a manager [redacted]. Later that day I asked to speak with Mr [redacted], and a young man kept playing games on the phone to the point were he finally answered the phone as Mr [redacted].

I was so irate my partner, had to calm me down we were at the drop off place for the uhaul. The uhaul reps asked what happened because they saw me on the phone with the fake manager. They were a lil embarresed but quite helpful. I asked them how can I get refund since we were told we were over charged.

I filed a complaint with customer service. The manager [redacted] was assigned to my contract. It took him over a week to email me. In the email he said that the employee [redacted] was fired, and that I was over charged $77. I replied may I please have a breakdown, explanation of billing, and show me how you came up with that amout please. He NEVER emailed me back. I called him a few times until finally after three weeks he answered his phone and boy did I call And he was in a bad mood, or really wired on caffeine or something. He created a very hostile situation, yelling at me, saying, "I'm not stupid", over and over, when I asked for a breakdown, he became volatile and was bullying me. I asked to speak to his boss, he refused to allow me to speak to them. He refused to give me their name and number, stating, "I'm not [redacted] going to give you their name and number, I'm not that stupid!" He said, his boss would not help me anyway. I said, I will call corporate and make a complaint, [redacted] then threatened, if I did that he guaranteed it will come back to him, no matter what. No one else would look at my complaint. He then told me he would put notes stating "issue resolved," so no one else could help me. I informed him of making a complaint with Revdex.com, he laughed and said, "what are they going to do, but go ahead I guarantee it will only come back to me." If the issue us resolved, where did my money go? What about my breakdown, that I never got? I then called corporate spoke to [redacted], and by this time I was in tears, told her what had just happened, she said she would make sure this complaint would go above [redacted] and would get a call within 48 hrs, if I didn't here from someone within that time frame, she said to make sure to call back. I called again today, since it's been passed 48 hrs, spoke to [redacted] she said she had to call [redacted] and get his side of the story and would call me back. Yet again no call back. So I called the regional office again and asked for [redacted] D[redacted] left a message and of course no call back.Desired Settlement: I would like our contract to be reviewed #[redacted] along with our complaint # [redacted] I would like a breakdown of charges, explanation of charges, and why we were set up for a one way when we only drove 33 miles? An apology would be nice but I'm not going to expect it. My refund, after were go over it. It would be nice to not be ripped off. I'm disabled and live on a set income so to me every dollar counts. I just want to be tested fair. They say we can have copies of our conversations when we call the customer service line. I would like copies of those recordings, for future reference. In the event I may need legal counsel for monies owed. Or a class action against disabled people. I can only imagine how many poor innocent people have gone through the same thing I have or worse. This is not right. Either this company has no ethics and lost all morals for the american middle class or the upper management has no clue whats going, meanwhile these shaddy workers are running wild and taking their job for granted making mistakes that cause unnecessary stress, anger, and financial burden on us uhaul customers. I thought I was making a wise choice choosing uhaul, since my father referenced

you. But I learned the hard way that your company doesn't have the professionalism I thought it would. Even my father was disappointed.

Business

Response:

November 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for ou[redacted] regional office, followed up on the information Ms. [redacted]provided. He believes there was a misunderstanding between our in-town and on-way rentals, therefore, in an effort to show customer good faith, he processed a check request for $159 per Ms. [redacted]rsquo;s request. She 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

They like to lose customers by keeping them on hold and hanging up on them after 10 minutes. Twice! And losing orders TWICE!

Review: On October 10th, 2013 I had a hitch installed on my 2007 Mitsubishi Outlander by Uhaul. The electrical portion of the installation has already failed. Upon further inspection of the installation, I have discovered that they have drilled holes in the bottom of my vehicle, in a state where calcium carbonate and sodium chloride are regularly used in wither to keep the roads clear of ice, creating a rust point. I have had a claims adjuster from Uhaul's insurance [redacted] , Claim #[redacted], inspect the damage and they agree that it is horrible!Desired Settlement: Removal of the installed hitch and electronics, repair of the under carriage of my vehicle and a full refund!

Business

Response:

May 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Claims Supervisor with [redacted] Insurance Company, followed up on the information Mr. [redacted] provided. She informed our office the claim was reported to them on May 12th and is currently being reviewed for resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The following letter was sent to UHaul on August 6th, 2014 and no action has been taken by this company.

On June 16th, 2014, we rented a Uhaul truck and tow dolly from Salinas, CA. The two Uhaul employees at the check out desk in Salinas checked our truck and tow dolly and informed us there were no problems. We discovered later that evening that the trailer lights did not work on the tow dolly and it was almost impossible to see that there was a tow dolly attached to our truck, creating a potentially dangerous situation for other drivers and our truck. This Uhaul location will not be recommended by our family in the future. The driver of the truck [redacted]) was noticing problems with the engine not being able to get up to speed on the highway. June 18th, 2014, 11 am: We began our drive near San Antonio, TX and the engine made a loud noise and started smoking. We immediately pulled over and called the Emergency Hotline to inform them of our problems. A quick inspection allowed us to see that the engine was leaking oil and antifreeze. We were informed that a mechanic was on the way to us and would be arriving within 90 minutes. That mechanic did not arrive until we had been sitting on the side of the highway for almost 2 hours (1 pm). Our group consisted of the driver [redacted]), his pregnant wife, their one year old daughter and a second driver for our vehicles. Uhaul employees were very consistent about calling to inform us of the current situation and what was being done. After the mechanic assessed the damages and reported to Uhaul that a part of the engine had broken off and damaged the oil tank, Uhaul scheduled a tow truck to move the broken down Uhaul truck to a nearby Uhaul location. This location was only about 10 minutes away. When the tow truck arrived (3:30 pm), the driver did an excellent job of quickly getting the truck loaded and hauled to the Uhaul location. The damaged truck was moved to [redacted] of Boerne where we could get a new truck. [redacted] of Boerne was staffed by an excellent husband and wife team who were very efficient, very helpful and very kind in their profession. We would definitely recommend their establishment to others in the future. Uhaul also scheduled a team of movers to arrive at 4:30 pm to transfer the load from the damaged truck to a replacement truck. Uhaul gave very detailed instructions on how to communicate with the movers and also how to pay them at the end of their job. Unfortunately, they were busy with another job until 5 pm and were not able to make it to our location until approximately 6 pm. They accomplished their job of transloading the trucks around 7 pm. We would like to compliment [redacted] on their professional attitudes and their speediness in the transloading process. The movers they sent were young, careful, able bodied men who got the job done in an efficient manner. Two of the three movers had been asked to come back to work after the end of their shift in order to help us. We would definitely recommend this moving company in the future. Uhaul did offer to make hotel arrangements for that evening since we could not continue our journey that day. Unfortunately, it was unclear as to whether or not they would cover the cost of those hotel accommodations or if they were just doing us the courtesy of making them as we were stranded on the side of the highway. Since we missed a whole day of traveling due to these issues that could have been resolved more quickly considering how close a Uhaul location was in relation to us, we are interested to know what the Uhaul company will be doing to make this situation correct. We will be using Uhaul in the future as we are a military family and will continually be moving, unfortunately, we will be more cautious about what locations we use. We very much appreciated how kind and attentive the Uhaul employees were on the phone with us and how informed they kept us. We were kept up to date by James and would like to compliment him on his helpfulness in this situation.Desired Settlement: We would like to be refunded anywhere from half to all of our expenses pertaining to our move. Uhaul has not been prompt about responding to our letter desiring that they correct this situation.

Business

Response:

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental contract.

[redacted], our Traffic Manager for our South Bay Regional Office located in Freemont, CA, followed up on the information Ms. [redacted] provided. She advised our office she spoke to Ms. [redacted] and offered her apology for the inconvenience they experienced. She also explained she would issue a refund for $1,400 as an adjustment on their rental. Ms. [redacted] provided her telephone number for any further concerns or assistance.

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

Sincerely,

Executive Assistant

U-Haul International

Review: CONTRACT ISSUE, CUSTOMER SERVICE ISSUE, REFUND/EXCHANGE ISSUE, SERVICE ISSUE: I reserved a U-haul 1 week in advance out of Austin, Texas one way to return to Houston, Texas. Once I arrived at the U-haul store where I place the reservation, the U-haul was not there; I had to travel 15 miles to another store to pick up my U-haul truck, in which it was NOT the appropriate size truck (I reserve a 10 ft truck instead they gave me a 17 ft truck). They indicate it was a upgrade but I considered it being a gas issue. However upon getting the truck from a tire shop, the drive home was a disaster. The inner tire of the U-haul blew out and I was stuck on the side of the road. The call was placed around 8:30pm and they indicated to me that it will be 2 hours that someone will change the tire and we will be headed home. That was not the case. I was stranded on the side of the road (10 miles outside of [redacted], TX) for 5 hours waiting for someone to come and change the tire on the truck. It was so dark and dangerous the police had to escort me to a well-lit area. The guy showed at 1:30am to change the tire eventually and I departed. The on-call staff in [redacted] Tx was no where to be found and this is quite atrocious. Upon speaking to the manager where we dropped the u-haul off, he indicated to me that they cant deduct from the ticket, I had to speak to a area manager; which I called and the area manager was very RUDE and ARGUMENTATIVE and VERBALLY FOUL to me. What they have decided to give me was not enough; my life was in danger sitting on that road for hours and the inconvenience. I understand it was a service rendered but this was the most devastating experience I had.Desired Settlement: The headquarters indicated that I would receive $91.00 dollars back from this u-haul and it has not happened; so that is what I am seeking.

Business

Response:

July 6, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Austin, followed up on the information Mr. [redacted] provided. She informed our office she issued a credit for the requested amount of $91.00 back to Mr. [redacted]'s Master Card account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International