U-Haul International, Inc.

Review: I rented two trucks from uhaul. On the first day I rented a 10ft truck from l[redacted] the gas gage wasn't right so the employee told me to submit the contract with the correct written amount and that would be fine. I was charge for this truck then refunded, I'm not sure why.

The second rental was a 20ft from [redacted] and I paid on the spot $102. Same thing happened with the gas so we did the same thing with the contract.

Uhual of l[redacted] then called me and asked if it was possible to bring the truck back easy cause someone else wanted it. So I did bring it back the night before an entire 12 hours before it was due. He then charged me a cleaning and fuel fee. I called to dispute this because it was raining and we cleaned it to the best we could and because they never looked at the contract like the woman said they would. The manager said he would take care of it. The charges were never reverses and then 2 weeks later I was charged another 92 dollars.

When I went down to the place they had multiple contracts and weren't sure what had happened. It seemed my first contract was voided, and my signature was copy and pasted on to a rental of a 20 foot truck. I asked about the fuel charges and the contracts and he stated he didn't have time to looks through every piece of paper that comes in with the contract. I then asked why I was informed to drop it off if he wasn't even going to look at it? They had no response to this.

After leaving and calling the corporate. The l[redacted] location is now claiming I switched trucks mid transaction and I actually rented a 20ft truck. I have pictures and can get video from them and from the gas station proving I never took that truck.

The corporate and regional offices won't help me and now the entire company is claiming they have no record of the charges when clearly I and my bank can see them in the system!Desired Settlement: I WANT A FULL REFUND!!!!

I've spent more time on the phone then I actually had the truck! I want a full refund for all the trucks because at this point they need to compensate, otherwise I'll calculate all my time and go through my phone records and I am going to sue for foraging my signature and for unauthorized charges and for the cost of the phone calls!

Business

Response:

June 21, 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 Western MA and VT, followed up on the information Ms. [redacted]provided. She informed our office she waived the Promissory Note for the amount of $63.66 and issued a refund for the extra charge of $93.66 back to Ms. [redacted]rsquo;s Visa account. 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 have had my things in storage at uhaul in warren, ohio since November. I called them on 1/18/13 to ask how much my bill is. The women told me it was $93.00. I told her I wold be in on monday to pay an remove my things she said ok. I went this morning 1/21/13 she gave another price of 207 Iasked why she said some kind of processing fee and saidi had to pay for this month I said my things are not going to be here why would I have to pay for this month for a empty storage space. I then proceeded to ask for the manager he also told me that.,why do I have ro pay for a space that I am not useing then rhey said I can kwep my loxk ob it why if im not using it. I then called there 800 # and ask to speak with the manager there, they fowarded me back to the same place an said he was busy. Im going to get my things out I will pay the money but I want my money back. This is unfair pactice to hold your things hostage to get more money from you.Desired Settlement: Refund of my payment for this month.

Business

Response:

January 23, 2013

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

Ms. [redacted] our President for the U-Haul Company of Akron, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] had not paid her December rental fee of $63.85. On December 24, 2012 the late fee was applied making a balance due of $78.85. On January 4, 2013 another late fee was applied, now bringing the balance to $93.85, which was the day Ms. [redacted] called to obtain the total amount due. The storage rent was still not paid and on January 20th a lien fee was applied. Ms. [redacted] relayed that all fees are stated on the U-Haul contract. Rent was due again on January 21st creating another charge for $63.85, which then made the balance $207.70. At some point Ms. [redacted] decided to remove her items from storage and we only charged her $143.85, which she owed due to not paying December and the late fees that were applied per the contract. Ms. [redacted] was not charged for the January rent since she vacated the same date of the due date. Ms. [redacted] explained that our GM of our storage location was in contact with Ms. [redacted] and completed her move-out of her storage unit.

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 originally put a hold on a 26ft truck two weeks prior to our moving my Aunt. On Saturday, they called and informed the that the truck wasn't available at that location for Sunday Nov. 25 (the next day) The reason we wanted that location is because we had to go from Somers Point, NJ to Deptford,NJ and then to drop some things off at my house in Philadelphia. So to accommadate me, they told me to pick up the truck at the Hurfville Rd Deptford,NJ location and they would give me the truck for $100 and I would have 300 to use before I would be charged and then I would drop the truck off at the Roosevelt Blvd Phila location.. Driving from Somers Point to deptford, the truck seemed to be hesitating, so instead of leaving it at the blvd location in Phila, I dropped it off at the location where I picked it up at in Deptford. I called this morning to confirmed that they received the truck and the key, and that is when I was informed that I was billed $12.00 for the miles on the truck. I aske the extremely rude lady how I was over when there was no way I went over 300 miles and she said that they couldnt honor it because we dropped the truck off there instead of Phila. I tried to explain to her that the only reason I did that was because the truck wasnt driving right and I wasnt going to take the chance of something happening to it (like breaking down) on the Ben Franklin Bridge and she basically told us that that wasn't her problem and we had voided any contract by dropping it off there. I'm sorry, but that was wrong. And its not even the $12, its the way it was handled. Now I want my $12 back and I want to make sure U-Haul doesnt make a habit of ripping people offDesired Settlement: An apology and I want my $12.00 that they owe me back...in cash (cause they charged it to my debit account)

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted]e.

Mr. Paul Kelly, our

President for the U-Haul Company of Southern NJ, followed up on the

information Mr. [redacted]e provided. He informed our office our GM of our

U-Haul Center would be calling Mr. [redacted]e, if not already, to offer an

apology and advise him of the refund for $12 as requested.

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

Palmisano

Executive

Assistant

U-Haul

International

Review: I reserved a truck for our move and all it says was that we would be informed as to where to pick up the truck. We then promptly booked movers and time off work to get our move started. then the night before the move we were told there were no trucks anywhere for us. I am really not sure how a company can allow you to reserve something that may not even be there when you need it. we were then out 100's of dollars. between movers who had already been paid and then days of work. As well as all the gas money it took to then move out huge house between family and friends vehicles as we needed to be moved that night. I think it is horrible that a company should be allowed to do this to people. especially a company this well known. I have now heard of 2 other people I know that this has happened to as well with no warning whatsoever.Desired Settlement: I would love to obviously have back some of the money I have lost. But I would just like it to be out there that this is what can happen without warning.

Business

Response:

June 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Chicago S and SW Suburbs, followed up on the information [redacted]provided. She informed our office she spoke to [redacted]and requested she mail her receipt for her movers for reimbursement.

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,

Review: I sent this to Uhual a month ago and have yet to receive a response. For 4 years, I was a customer with [redacted] until U hual took it over about a year ago. Ive been a loyal customer, never missing a payment and on time consistently. I am writing you, because I am confused and need clear understanding about my existing account with your company. I have a few questions with your staff at the [redacted] site and Im hoping to receive clarification as soon as possible. On February 13, I paid a bill which reflected a $20.00 increase. Four months later, I received another bill reflecting another $20.00 rate hike. In my understanding, U hual is a self-storage unit that came from [redacted], a brand new facility, and has the responsibility of simply holding and protecting belongings that are important to your customers. Youre not feeding, clothing, watering, or caring for people, so I cant seem to understand the purpose of a double rate hike? We buy the lock, do the work, and expect the environment to be clean and secure (which youve done.) However, it does not take this abominable fee to do this. Ive have checked many other neighborhood sites, and [redacted] is the highest. I am having a hard time understanding your rationale and your onsite Manager confused me even more with her explanation. Taxes? Month to month renters? Im sorry, but I am not buying a car or taking out a mortgage, I am simply storing furniture in two of your storage units. Clearly, U hual is gauging the customers in the city of [redacted] with these high fees. I am hoping that you will able to shed some light on this situation and provide some clarity. While I have been a loyal customer for almost 5 years, I will pay to have my items stored elsewhere, while informing the citizens of the city of [redacted] of other alternatives that are more affordable and reasonable.Desired Settlement: I would to like for them to clearly explain the reasoning for this double cost increase considering surrounding companies have not adapted this change. In addition, I would like for them have fees that are consistent with the services they are providing. If a refund is possible, I would like to receive it for the two extra payments I had to give in such a short time.

Business

Response:

Thank you for your concern for our customer [redacted] the Executive Assistant in our [redacted] Regional Office spoke to Ms. [redacted] today. Ms. Rodgers offered Ms. [redacted] a month's free storage on both units for the month of October. This will help to offset the increase in the storage payment for a few months.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,[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.Compensation for one month of storage for my two units does not resolve the problem or answer my original question "What was the reason for a double increase in 2 months?" I am not convinced that this increase will not occur in the future, especially because I have not receive a clear and concise response from Uhual. My concern is not just for me, but for other residents in the community, senior citizens, and other people that have not (or are unable) to voice their concerns or outrage with this sudden increase. I want to reiterate that I have never been late with a payment with Uhual despite these outrages increases. However, instead of following up with me directly after contacting them initially with my concerns, a representative called me in July stating that I had a past due bill. Her lack of professionalism and poor customer service skills made me extremely upset and frustrated. She checked her records and realized that she was mistaken. I feel this is a poor representation of how Uhual has been ineffective with handling business and communicating directly with customers. Please f/u with me as soon as possible regarding my original concerns. In addition, to working with the Revdex.com, I am also forwarding my concerns to Mayor [redacted] Jr as this a concern for not just me, but for the other citizens of [redacted]. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and answered all her concerns regarding the rate increases. He provided his cell phone number and requested she call him with any further issues or concerns she might come across in the future.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have already set a complaint about this company, and my experience with them, but I had left a few things out, and felt that it was the need to get this complained about again. I had resereved two uboxes online two weeks prior to be picked up in [redacted] at [redacted]. The day that I was going to go and get them I called [redacted] the morning of, and they told me the reservation said only one ubox, when I had an email right in front of me saying two. He told me I needed to call uhaul and see to get another tracked down for me. He said he was going to call around as well. I called uhaul and after getting send to a few different people they told me they were putting in an order for a second one and that it will be there. In the meantime I got a call back from [redacted], and got told the other one was on the way and it will be there by 11AM. I was ok with that because we were going to go and pick them up at 3PM. I showed up at three and guess what only one UBOX was there. It took me standing in the doorway for them to light a fire and figure out where the other box was. I stood there for two hours while they tried and tracked one down, and then I was PROMISED right to my face that this UBOX would be a home delivery at no charge for such an inconvenience. We got home and I called uhaul about this because I was so upset that they couldnt get anything orgainzed in two weeks, and that I couldnt even get a courtesy phone call about the other box not being there when it was supposed to be. I went through four people FOUR, to just end up right back where I started on the phone, and then was told that I had to wait and see what they could do for me. I then let things go for the evening, and when I got a phone call at 8AM being told that my second UBOX was at [redacted] and that I had to go pick it up. WHAT? I had to go and get their mistake after being promised I would get it delivered to my front door. I lived about a half an hour from [redacted] so now I had to do an hour drive for UHAUL's mistake. That isnt even the best part though I had to call my father who paid a 100 dollars for boating class, and he had to leave to help me go get this box, and then had to REPAY and RETAKE the class because he had to leave to go the box that wasnt delivered to my home as promised so now I have been lied to. I never got an Im sorry or anything and the only thing offered to me at that point after all this was that they were going to pay for one month storage on one box. So 64.95. I was mad and this didnt even cover now for me having to pay for my father to retake his boating class or the gas I have to pay going back and forth and back and forth and the minutes used on my phone to stay on the line getting transferred to five different people. I then wrote a letter to uhaul. We then loaded up the boxes the next day to find that only one of the boxes actually had the blankets in them, so we didnt get the full amount of blankets like it said on the website so I had to compensate, and take blankets and towels from my parents to cover this. I then got a response back being told that uhaul would pay for both boxes to be stored for one month. I thought ok, that is a little better and at least will cover the money already lost. I wanted to give uhaul a chance to redeem themselves. From there things only got worse. My boxes were stored in loves park for less than thirty days, and the day they got shipped out I got a whole another months charge for storing the boxes so pretty much 130 dollars. I was furious, I wrote email after email to the storage place in loves park, to Ivy and also to corporate. I got a response back from the storage is loves park and it was not a nice response they told me that the storage starts from the minute you pick up your boxes to the minute you return them empty. How is this possible? There is no where on the site that states this, and the only storage place charging me was the one. None was this made sense, and if that was case then [redacted] should of charged me right away for the boxes but they didnt because that wasnt how it was. I felt like they were still trying to get their money, and get me coming and going. I was very uspet and then filed this to the Revdex.com I lfet a few things out, and got the 130 refunded back but that money should of never been charged to me, and with everything that had happened and how I was treated as a customers I felt that uhaul did the bare minimum to get by, and they should of offered me a little more afte what I went through and had to put my parents through because of what they did. This whole ordeal was ridiculous, and I just feel like I desereve a little more compensation from it all. I have used uhaul for everything, and at this moment in time I will never use them again, and I have a job that requires a lot of moving and they have a lost a good customerDesired Settlement: shipment paid on one of the uboxes

Business

Response:

Thank you for forwarding Ms. [redacted] recent letter to our attention. Please refer to our previouse responses to you in your file# [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], again reviewed the information Ms. [redacted] provided. She reiterated that Ms. [redacted] was not charged for the first month rent in [redacted]. She was also refunded for the 2nd month. Ms. [redacted] relayed that the shipment fees were to cover the expense of shipping the boxes to their destination and is not and expense that can be refunded. The shipment of the boxes went without incident and on time. Ms. [redacted] added that every accommodation was made for Ms. [redacted] rental and no additional adjustments or refunds will be issued.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.they flat out told me they were sorry for the confusion and that the second month shouldnt of been charged because I nevere stores my boxes for longer than a month it was less than a month. I mainly would appreciate if they could at least reimburse the money that my father lost and had to pay for twice because of them that would be fair but I will continue to complain this was an unfair ordeal, and that second month should of never been chargedRegards,[redacted]

Business

Response:

Thank you again for forwarding Ms. [redacted] recent comments to our office.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], acknowledged that Ms. [redacted] was charged in error for the 2nd month of storage due to a computer issue on our end and that it was refunded. U-Haul is a do-it-yourself moving company, therefore, we cannot be responsible for personal commitments such as her father’s boating class. I’m sure your office would agree that we have come to an impasse with Ms. [redacted] and she will remain upset with U-Haul regardless of any resolution we would deem as fair for both parties. As we value Ms. [redacted] as a customer, we sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer in an effort to help offset the inconvenience we caused.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.Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I had rented a 5x8 trailer on 5/2/13. I traveled from ** to ** and I get to my destination and the trailer leaked. All I got was a run around from this location in ** that had rented me the tralior. I call the [redacted] number and still get now where. This was on the 4th I try to contact people and get answers. I then wait to call the manager of the store in [redacted] on Monday the 6th and I get I'll send him a text he will call back. Well surprise he never called back and waited until the 7th late afternoon and called explained everything about no phone call back. I get the same thing he will call you back I'll put a message in to him. I spoke with people on the customer service and they said they esclated it to the Solution or Complaint resolve department.(think the 9th) Well today is the 18th and no phone call from this manager In ** or anyone from customer service. I would not recommend using this location or uhaul take your business else where they are a rip off and unprofessional.Desired Settlement: I would like a refund for the trailer of some kind.

Business

Response:

This will service to acknowledge receipt of the above captioned complaint dated May 29, 2013. Repwest handles the claims on behalf of U-Haul. We received notice of said claim on May 4, 2013. We began our investigation by contacting the customer who advised that they have damaged cargo due to driving thru a rainstorm while on their way to Florida. We advised the customer to submit photos of damaged items along with completion of contents claim form. We have yet to receive those documents and await receipt of them so that we may proceed with completion of our investigation of the loss.Should you have any further questions regarding this claim, please contact me at ([redacted], extension [redacted].Sincerely, [redacted]Regional Manager

Review: Contract number [redacted]. I rented a truck & car tow dolly. The folks at falls road [redacted] (dispatch location [redacted] I believe) did a fine job of hooking up dolly to truck & my car to tow dolly. I left the location & within 1/2 a mile both dolly tires were flat & one was off the rim. The location wouldn't take my call. I tried scores of times. My wife got through once & was told I must have hit a pot hole. That's not possible as the six tires on the truck were fine & the two tires on my car were fine. I find that comment infuriating & the fact they wouldn't take my call infuriating. Also I know I didn't hit a pot hole. I waited approximately 2 hours for roadside assistance to come with two new tires. The old tires were simply dry rotted according to road side assistance. I have contacted customer service three times. I feel I should get a full refund, an apology & a chocolate cake. However what I think is fair is that I receive a refund for the car dolly & the insurance I had on it. Each time customer service has said they will get back to me within 72 hours. Each time they have not.Desired Settlement: As per the above I entitled to, at minimum, a refund for the tow dolly & it's insurance. If Uhaul desires my return as a customer I would like a full & complete refund.

Business

Response:

April 2, 2014

Revdex.com ID#: 9990371

U-Haul Ref#: 557899

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

[redacted], our GM of our U-Haul at Falls Rd. location, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him she had issued a refund for the cost of the tow-dolly due to the delay of the breakdown he experienced. The refund in the amount of $186.56 was issued back to Mr. [redacted]’s [redacted] 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,

U-Haul InternationalExecutive Assistant

Review: I had an online reservation for a U-Haul rental truck for my moving date. Their website said the truck was available and I received a confirmation number and paid the reservation fee. The company cancelled my reservation without my knowledge or any warning. I also waited on hold for customer service for 35 minutes the first time to be told they were unable to help me. I called again to file a complaint and get a refund and was on hold for 45 mins and when I finally talked with a representative she hung up on me!Desired Settlement: I would like a refund of my deposit and the difference in price that I had to pay another moving company at the last minute as well as mileage to the new business which is 30 miles farther away from my home.

I have 20 people total helping me with this move and it has created undue added stress to an already stressful time of moving!

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

Mr. [redacted] for the U-Haul Company of Eastern WI, followed up on the information [redacted]provided. He informed our office he sent [redacted]the following email:

[redacted] I have reviewed your complaint that was filied with the Revdex.com on 8/16. I have also reviewed the reservation that was placed online at 10:03 PM at U-Haul.com Unfortunately when you places your reservation the regional office was closed. Wehn we opened the following morning we tried to reach you at 9:09 AM to let you know there was not a 26 foot truck available in the Appleton area. We were having phone issues on 8/16 that led to long hold times and dropped calls so I do apologize for the long wait and the abrupt disconnection when you did talk to a representative. As far as cancelling your reservation it was cancelled because you asked the rep to cancel it becaise you were going to go with [redacted] Now because you were able to place your reservation online and the fact that we could not fulfill your reservation I will be issuing your our $50 reservation guarantee which will be applied to your credit card in 3-5 business days. As for a reservation deposit, all credit cards used online for reservations are to hold your reservation only, nothing what charged as a deposit and I show nothing charged to your card at this time. Finally, as far your request for us to reimburse the difference in price and mileage for going with another rental company I am sorry but I am unable to fulfill this request. We have our reservation guarantee system in place for us to help customers when we fail. At this tiime this is all I can offer you as well as my sincere apologies that we were unable to help you with your reservation. Regards, J[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,

U-Haul International

Review: My son([redacted]) and I([redacted]) rented a truck on October 4th and tried to purchase the rental with my [redacted] card. Employee told us that it declined. We used cash instead. After leaving we called [redacted]moneycard and saw where the transaction had gone through at 5:17pm that same day. [redacted] customer service gave us instructions on what to give U-Haul in order for them to refund me the money. We went back to the U-Haul on October 6th and gave the employee([redacted])our information to be able to refund me. They were to fax this info to be able to complete the refund. After 10 days I called again to see why I had not received anything and the person had to take my information again. After two days went by I called again to see if they sent the fax and I had to retell my story again to another employee. He took my name and number and said that he would have the manager call me. I never did receive a phone call. The employees are very courteous when taking the info but there is no follow thru or communication from U-Haul on the matter.Desired Settlement: I would like for U-Haul to reimburse me as soon as possible. I am disabled and have no other income. The easiest way is to put it back on my card. If you are not able to put on my card please contact me([redacted]) at ###-###-####.

Business

Response:

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

[redacted], our Executive Assistant for our West Texas Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she received a copy of the bank statement showing the $500 as pending. She faxed information to the bank stating the rental was paid in cash so the hold could drop. She also advised Mrs. [redacted] she would contact them when she heard back from the bank.

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: My wife and I went to pay the storage unit on October 8th 2014. He took my card with him when he went to get us his business card. Then handed us his business card and my debit card back. I checked my account the next day to make sure the charge went through for our monthly payment. I saw that not only they charged my account for the month charge, but then on October 9th 2014 they charge my account for the $593.00 which was not authorized. We called the storage unit and spoke with [redacted] that handle the payment when we went in on october the 8th. My wife and I were promised a refund by [redacted] on October 9th 2014. We have been waiting for the refund. We called on October 10th he kept saying he will get it taken care of. Then we called on October 14th. [redacted] said the refund was processed on monday October 13th. We called on October 17th he said he will get the refund taken care of and call us back. He didn't call us back. It is now Monday October 20th and still no sign of the refund that was promised. This is a business that I don't recommend anyone to deal with. We want our refund back that we were promise. I served this great nation when I was in the Navy and then served in the Army. And for a company to treat their veterans like this is unacceptable. Even his employees said he is not paying them. His staff says [redacted] does this a lot. I don't want to do further business with this company that is not doing things ethically. This company should be investigated. Desired Settlement: The refund that was promised of the $593.00 for the unauthorized charge.

Business

Response:

Thank you for your concern for our customers Mr. and Mrs. [redacted].

[redacted], our President for our Oklahoma Regional Office, followed up on the information Mr. [redacted] provided. He assured our office Mr. [redacted] would be contacted and a refund issued as 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

Review: I reserved a 14’ U-Haul truck and auto transport online (express checkout which is advertised to be guaranteed) to be picked up on Monday, September 8, 2014 at 2:00 p.m. at 101 [redacted] Street location in Des Moines Iowa. I also purchased moving supplies online which I paid for in advance online. Upon arrival at the designated location, I was told there computers were down, and they didn’t even have my reservation. After waiting a half hour, he found my reservation and informed me that they did not have what I reserved and sent me to their location on [redacted] Avenue in Des Moines, Iowa. When I arrived at that location, they couldn’t find my reservation either. Then the person finally found it. He said he couldn’t find it because the [redacted] St location had transferred back to them. He stopped the transfer, but he had to get everything ready. According to my receipts, I prepaid for 4 extra-large space bags ($31.96), but all they had in stock was the large space bags, furniture pads (1 dozen) at $10.00 and rental of utility dolly at $10.00, which I did not get either. I have two receipts. On both receipts, I was charged for rental of the auto transport in the amount of 68.00 plus rental tax of 4.08, for a total of $76.22, so after the double charge, it came to 152.44. I also had to purchase a U-Haul Storage lock for the back of the truck, because by the time we finally got everything from U-Haul it was 6 p.m. and we were driving it to Minneapolis, MN, and knew that we would not get there in time to unload it that night. My receipts came to $148.30 and $304.22 and prepaid moving supplies $75.71.

I had movers pre-paid in the amount of $450.00 in Des Moines to pack and load the truck at 3:30 p.m. They waited until 5:30, and called and said that they could not do it until the next day because of the time. I could not wait until the next day because I had to work at 8 a.m. in Minneapolis the next day which was my first day of work, so I could not be late, and I was not reimbursed the $450.00. I had to pack and load everything by myself, including my bed, and I only way 105 lbs. I did not get to Minneapolis until 6:30 a.m. with work at 8 a.m. This shouldn’t have been the case considering I had paid for a moving company to do this for me, and they would have, except for all the problems at U-Haul. I also already had movers set up in Minneapolis, but I had to cancel that and find a new one because of all the issues.

After finally getting everything packed, I put the lock on which you had to unlock to put on, and then lock back up. Then I realized I needed to put something else in the truck, but the lock would not unlock. I ended up having to get it cut off once we got to Minneapolis. I called [redacted] as advised by U-Haul, but they said because it was not mechanical, it would cost me. Because of this I once again had to cancel movers until I could get lock cut off. I went two days without my belongings. I finally found movers that would drive the truck and transport to the designated drop-off location at [redacted], and they told us that they didn’t have room for it, and it had to be taken to [redacted], Minneapolis, MN. The truck and auto transport was dropped off on time, but I had to pay the movers an extra $40.00 in cash for the extra driving, and then U-Haul charged me extra for the mileage too. Then I kept receiving emails for four days that the truck was not dropped off and was charged late charges. This was because it was not at [redacted], it was at the [redacted] St location, where they told me to take it. All of this should have taken 1 hour, and it ended up being a 3 hour ordeal. During all of this I had called the Des Moines U-Haul location and the [redacted] location and [redacted], and nobody would help me. I was told the [redacted] place was going to call me back, but they never did. This cost me 7 hours of packing and loading, 2 days without my stuff, and 6 hours or more on the phone and trying to figure out what to do with absolutely no help from U-Haul!Desired Settlement: All of the above in charges total over $1,169.18 (because I know I am missing some of the late fee charges). I wish to be reimbursed for the total amount plus an and additional $1220.00 ($20 per hour it cost me in time 7 hours late leaving, 48 hours without my stuff, and 6 hours on phone), for a total of $2389.18. I have all documentation (receipts, emails, bank records, etc. to verify all of this and a confirmation complaint number that RSA (related to [redacted]) gave me where they documented everything which is #[redacted] and their number is ###-###-####.

Business

Response:

October 24, 2014

Revdex.com ID# 10271701

U-Haul Ref#: 700350

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

[redacted], our Executive Assistant for our Iowa Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] made her reservation on September 8, 2014 at 2:49pm Central Standard Time for same day pick up. The reservation was downloaded at 3:24pm and Ms. [redacted] was dispatched on September 8th at 4:12pm. We realize she chose a different pick up location but she was never scheduled at the preferred location due to availability. However, since Ms. [redacted] raised the question of the Guaranteed Reservation, we went ahead and issued her the $50 Guaranteed Reservation Fee in the interest of customer good faith, although she did not actually qualify for it.

[redacted], our GM for our Urbandale U-Haul Center in Des Moines, sent Ms. [redacted] an email offering his apology for the inconvenience she experienced and explained we did the best we could to get the equipment she wanted on the same day she made her reservation. As we value Ms. [redacted] as a customer, in addition to the refund for the $50 Guaranteed Reservation Fee and the $12 for the lock she had to purchase, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches. Mr. [redacted] also confirmed there were no double charges for the rental to her credit card.

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 uhaul moving truck from uhaul on Apple ave. in muskegon Mi. on Fri. 3/14/14. The Representitive said his name was [redacted]. The original estimate for the rental was 131.60. That incuded 29.95 rental,14.00 insurance,and 80 miles @ .99/mile plus tax. The truck had xx281.5 miles and under 1/4 tank of gas, which cory signed the original receipt stating the gas level. He said to make sure it was back before 7am to avoid an extra charge. I returned the truck eairly the next morning(1:30am) right after putting 5.5gal.($21 at $3.78/gal.) of gas in the tank(putting the gas gauge at 1/4 tank.) Which I have proof of. A copy of the gas receipt was returned with the keys in the keydrop(as instructed). While returning the truck I checked the milage and I had used 46 miles. Way under the milage estimate. At 8 miles per gallon(told to me be "[redacted]"as a low estimate) thats exactly 5.75 gal. of gas used(5.5 put back in truck). After removing the over estimated millage from the bill, it should of came to $96.86 with tax. The next day(Sat.) the 131.60 charge was still pending on my account and an added 14.03 charge. I contacted them and asked why. "[redacted]", the same rep. I rented the truck from,said the 131.60 will go down to the 96.86 but the 14.03 was a gas charge. I told him I gave them the reciept for the 5.5 gal. He Told me "[redacted]" the manager checked the truck in at 1/8 tank. I said that was a mistake. I have proof the gauge was at 1/4 when I returned the truck. He said I would have to talk to the manager "[redacted]". I decided to wait until all the pending charges went through to see if they had corrected the error. On tues. 3/18/14 the final charge by uhaul was 151.34 AND 14.03 ($165.73 total) I went to the business to talk to "[redacted]" the manager and the two other reps pointed to the same Rep. I talked to originally "[redacted]" Now his name is "[redacted] brown" He said he checked the truck in at 1/8 tank and he can't do anything about it. The 151.34 and 14.03 charges were correct. He did again tell me I only used 46 miles and that came to 98.85. So the extra 66.52 is a gas charge for 5.75 gal.(which I did put back in 1 block down from reurning the truck) Thats $11.57 per gal! He told me as I was walking out that they don't make extra money on fuel charges so why would he overcharge me. 11.57 PER GAL! The math doesn't lie. I was CLEARLY overcharged and they will not return the difference.Desired Settlement: I want the the overcharge return ($66.52) Uhaul should investigate their employees

Business

Response:

March 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, followed up on the information Mr. [redacted] provided. He informed our office he issued Mr. [redacted] a refund for the $30 fuel fee in the interest of customer good faith. Mr. [redacted] explained the truck was not refueled properly when it was dropped after hours. The refund should post on Mr. [redacted]’s next Master Card 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

The total amount charged to my credit card was $165.37. The price for the rental was $29.95, $14.00 insurance, and $47.42 for mileage (47.9 miles @ .99 per mile) I was told specificly that there is no extra day charge if returned before 7am. With tax (6%) that comes to $94.85. That’s a $68.52 over charge. The mileage charge on the invoice is also incorrect. The truck was obviously not checked in correctly. Whoever checked the truck in is either lying about the reading or checked the wrong truck. The gauge was under 1/4 when rented and over 1/4 when returned. I used 47.9 miles, MORE than the 46 miles charged on the invoice. Once again, obviously not checked correctly, if at all. If the gauge was right at a 1/4 when I rented and I used 47.9 miles @ 8 miles per gallon that’s exactly 5.9 gallons used. My receipt is for 5.5 gallons. The gas station(Wesco) has video of me putting gas in the UHAUL truck less than 2 min. before returning the truck(I'm sure there is video of the truck return also) That leaves the truck at 1/4 tank when returned(30 gal. tank = 3.75 gal. per 1/8th tank). Whoever claims to have checked the truck in got the mileage wrong along with the fuel gauge. I believe this overcharge was deliberate. If not, than this is extremely poor work ethic. I will not accept anything less than the amount I was overcharged. $68.52.

Regards,

Business

Response:

March 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Muskegon, reviewed the information Mr. [redacted] recently relayed with our regional office. Mr. [redacted] and his staff followed proper check in procedures when Mr. [redacted] dropped his truck off after hours. Please be advised our decision in the matter remains the same. The refund for the $30 fueling service fee was refunded in the interest of customer good faith and no further refunds 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I've attached a copy of the original contract from Uhauls website. Let me know if it doesn't come through and I can email it. It has a total charge of $165.37. I would like a detailed explaination of the charges at the stated rates on the contract.(Safemove was $14). Even with the $30 "fuel charge" returned that leaves $135.37. That over the 131.60 original estimate which was for 80 miles(47 mile used stated on the contract). At the stated rates on the contract, at 47 miles and $14 ins., the total bill would come to $95.91 including taxes. Thats a $69.46 overcharge according to Uhauls own contract. I would then like the remainder of the over charge returned to my account. I have filed a dispute through my Credit Union and MasterCard for the remainder of the overcharge. I will drop the dispute as soon as the balance is returned.

Regards,

Review: In addition to a distant vehicle pickup, a near hour-long wait for service at pickup, the failure to provide all ordered materials, and an entirely misrepresented arrangement at the return location, U-Haul has wrongly charged me for miles not driven. The "mileage at time of rental" on agreement was incorrect by nearly 100 miles.Desired Settlement: Acknowledge that the discrepancy is entirely the company's fault and credit me for the unauthorized and erroneous charge.

Business

Response:

May 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. Mr. [redacted] relayed that he offered Mr. [redacted] the refund he was seeking and Mr. [redacted] accepted the resolution. Credits totaling $59.92 were issued back to Mr. [redacted]’s American Express 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

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.

In addition to the $59+ promised refund for the excess vehicle rental charges, I am also seeking a full refund for the erroneous charge of $33.53 for overcharge mileage not actually driven due to a paperwork error at time of rental.

Regards,

Review: I had reservations for pick up from the [redacted] location when I arrived the rep. took my info and asked me if it was for 1 day and I explained to her that I was moving out of my house and renting a storage from another one of your locations. She ([redacted]) then asked me if I wanted to drop off the Uhaul at the other location so I asked could I she said yes but did not tell me that I would have pay an additional charge for that service. When I got to the other location to rent the storage at lake mead and simmons the manager told me that I could drop it off their but again I was not aware that I was paying additional fees for that. If [redacted] could have better explained the one way policy to me with additional fee charges I would not had a problem dropping off the Uhaul at the [redacted] location these locations are about 10 minutes away from each other, why would I pay almost 75 dollars for a 10 minute drive. This is unexceptable. I was mislead and misinformed on a 1 way. I have used services from Uhaul before and this is byfar the worst experience Ive ever had. I called the [redacted] location and spoke with a manager assistant and he was not helpful telling me that because I signed a contract that was that was final. I tried to talk to him to let him know that I was unaware of the additional fees and agaian he refused to help me. Ive been giving the total run around about this issue and I'm emotionally distaught. This location does not explain to customers what they are paying for, they are just taking customers money. I want my money back. I was not provided a final reciept for the Uhaul, I was not provided info regarding the 1 way aggreement of the actual cost. when I called the 1800 number requesting a manager the rep refussed to transfer me to a manager so I had to call back. I need some type of resolution

Product_Or_Service: rented uhaul

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be compensated for being misinformed about the 1 way fees. Why on earth would I pay for a 1 way when the 2 locations are 10 minutes away from one another (bizzare. The assistant manager and [redacted] needs to be properly trained to better serve the community

Business

Response:

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted], followed up on the information Mr. [redacted] provided. He informed our office he issued a refund to Mr. [redacted] for the difference between what was paid as a one-way rate and what should have been paid as an in-town rental. The refund for $89.95 was issued back to the [redacted] account listed on the rental contract 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: I have called UHaul's company president [redacted],**. 3 times and haven't been called back to resolve my issue. On Sunday 10/5/14 at 9:49, I rented a truck that broke down less than 3 miles from the store. Between waiting for Uhaul's roadside assistance (who took over an hour to arrive, spoke to me in a very condecending way and was smoking the entire time he attempted to fix the truck) and getting the run around from Uhaul, it took me 4 hours to get back to the store to get another truck, at 1:55. My trip would've taken me less than an hour to get my items, drop them off home and to bring the truck back to Uhaul. Instead, it turned into an over 5 hour ordeal where I was told to bring the truck back the next day. All this was on my daughter's 19th birthday in which her party was supposed to start at 2PM. This issue took a huge chunk of my day and I feel that this this was handled is totally unacceptable- the mechanic even said that this was not a new issue and the truck shouldn't have been rented to me. I spoke to the general manager [redacted] and haven't gotten satisfactory assistance with this issue.Desired Settlement: A full refund of the $35.16 I paid would resolve this issue for me.

Business

Response:

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. He informed our office he spoke to Ms. [redacted] and offered his apology for the breakdown and issues leading up to her filing a complaint with your office. Mr. [redacted] advised Ms. [redacted] he issued her the refund for $35.16 as requested back to her [redacted] account. The refund should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The contract I agreed to and the receipt I received had different equipment info and mileage out.

I went to pick up a reserved 14' truck on 2/22/14 at 1:00PM. I paid with my debit card and picked up the truck. My contract number was [redacted], the equipment info was [redacted], Arizona plate number [redacted], and the mileage out was 88589.0. I returned the truck the same day around 6:30PM and was told that a receipt would be emailed to me. I received the emailed receipt but the information had been changed. The Contract number was the same but the equipment listed was [redacted], Arizona plate [redacted], mileage out 84226.8, as well as mileage in 84297. My mileage charge came to $69.50 and my total was 128.67.Desired Settlement: I would like a refund of services because the contract I was charged for is not what I agreed to. I'm concerned that the mileage charge may be inaccurate because the proper mileage out was either misrecorded or altered.

Business

Response:

March 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I am responding to your concern about possible improper charges during your rental; due to inaccurate information on your rental contract. What had happened is that at the time of rental we entered the wrong equipment number onto the contract. We realized our mistake about a half hour later and made the proper changes. I'm showing that we charged you for a total of 70 miles, you feel that is not accurate? On your outgoing contract, you had estimated you'd be going 75 miles. At this time I believe that the charges are accurate and true. Therefore, there will be no refund issued. If you need to reach me, I can be contacted at jennifer_[redacted]@uhaul.com Thank you, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I went to the uhaul location to pick up a reservation,at that time I added a dolly. they didn't tell me that they gave me a out of town truck nor did they tell me I would need to grab my own dolly from them... I left got to the location to move and see no dolly in the truck where theyd normally be. I called immediately and was told with an attitude 'well maam JUST COME BACK AND GET IT"! I explained that our car wasn't big enough to fit the dolly. more attitude. we had to drive the uhaul 2 more trips intown which costed us gas and miles toward our reservation. they gave me attitude when I went to pick it up and more attitude when I dropped offthe keys... just nasty people and ill never go back.I also was charged more than quoted and I believe the extra miles was the cause ... I also called uhaul customerservice and was told a manager would contact me and NEVER got a call! just bad service all around!Desired Settlement: REFUND

Business

Response:

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

[redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted] but has not yet received a response:

Ms. [redacted], We received your letter to the [redacted]. In order for me to get your concerns to the appropriate person I need further information. I am not able to find a contract in your name. Was it in someone else's name? Could I please have the date of the rental and the address of the location where the rental occurred. The contract number would provide all of the above information. Thank you for your time. [redacted] Sr. Customer Service Coordinator

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 company are fraudulent, I rented a Uhal from them on Sunday March 1 2014, They told me that I will pay $ 1 dollar and 99 cents per mile and $29.99 to rent the truck. They took my credit card for hold till afternoon when I get back the truck. Calculating the miles and the total it came up to $88.00 dollars . I filed the truck with gas and I paid with my credit card and I figured out everything will be ok. The guy that helped us supposed to email me on Monday March 2 so I know how much I am getting charged and to have a receipt. He told me is is closing at 3 and if I get there after that to leave the key in the box and park the truck across the street. That is exactly what I did . Never heard from the guy I tried to call each day for 3 days and the forth day finally someone pick up and its a different guy telling me the other guys is not there and what do I want. I called him and told him he charged me extra money that what I supposed to be charged and I want to know why. He was very rude cursed me out and told me that is what I get charged and he is not giving me any receipt and to stop calling him. So this people charged me 58 dollars extra on Sunday and 88 on Monday. The 88 is the right amount the 58 I SHOULD NOT BE CHARGED and plus I dont even know for what. I told him to return my money back on my credit card and to give me a receipt but no way he hang up on me and cursed me out. Please help me get my money back, this people are criminals and liesDesired Settlement: I just want to be charged for what I should have been charged based on the statement of $ 29.00 to rent and .$ 1.99 for the miles which totals of $ 88.00 dollars the other $58 Dollars they need to returned to my credit card account. I am also contacting my credit card company to see what can they do in this case. They are rude , unprofessional and plus they are tiffs. They think if a person looks European does not know the law in US. They have to return my $ 59.00 dollars back to my credit card

Business

Response:

March 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Brooklyn Queens Staten Island regional office, followed up on the information Mr. [redacted] provided and advised our office he had offered his apology for any mis-communication. He also issued a refund for $48.61 as an adjustment on the rental. The refund was 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: I was promised a rental truck on a certain day and was given a price of 261 dollars for a total charge and the manager wanted my cc and I gave them the number and then found out the truck was not there as promised and I had to hire someone to drive 2hrs to get the rental truck no where close to my pickup point that I was promised and then also had to drive another 2 hrs extra to drop off rental truck when I could have gone to a dealer 20 miles from where I was at this all cost me another 140 dollars extra in gas and time and then the final price was 320 dollars and I was promised 50 dollar credit due to all the problems and I never recieved that credit the whole time this was going on the manager would not speak to me or try to resolve the problem was rude and just like I was non-exsistant the cooperate office tried to help then got rude an would not communicate with me anymore I was never credited anything they should not promise something and then basically laugh in ur face I had this pre-planned 2 wks in advance and it all blew up in my face on a thurs when I was at work and needed this solved by the end of the day incredible stress they sucked me in and got me on their contract and then gave me the shaft the whole trip cost me 250 dollars more than it should have horrible experience the way I was treated so rudely my contract number was [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

250.00 settlement thank u for ur help the office in columbus should be notified also I have their emails and names

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Southern Georgia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Hello Mr. [redacted]I am responding to your letter to the Revdex.com regarding your recent rental with us. Since I am the Executive Assistant for the Regional Office for U-Haul Company of Southern Georgia, it was given to me to respond to and resolve.I realize that they only give you so much space in order to voice your complaint and you did a good job; however, you failed to mention some of the positive aspects of your rental. I would think that the 190 extra miles you were given and the 10% military discount that was given to you up front (by GM [redacted]) in order to bring the price of your truck down from $290 to $ 261 - were definitely noteworthy.We also promised to process a $ 50.00 Reservation Guarantee since you had to travel somewhere other than your preferred pick up location to pick up your truck. After reading in your complaint that it was never processed, I processed it today for you. The $ 50.00 should be on your card within 3 to 5 business days, depending on your financial institution's policies and procedures. Please accept our apology for this not being done sooner. Two employees were working on it and apparently they both thought the other was processing it.I have also emailed a $ 20.00 VIP coupon to this email address so please be sure to check your spam, as it will probably end up there. These coupons are accepted at all of our locations across the United States and Canada. They are accepted the same as cash and can be used towards your next rental, storage, propane, buying any moving supplies of your choice, and anything that U-Haul rents or sells. They are also transferable, making an excellent gift for anyone on your gift list!We appreciate your business and look forward to serving you again soon!Kind regards,[redacted],Executive AssistantU-Haul Company of Southern GeorgiaOur 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.they did not refund the money I was asking for

Regards,

Business

Response:

May 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Georgia Regional Office, reviewed Mr. [redacted]’s recent comments. She relayed that Mr. [redacted]’s trip went well and he did not experience any issues with the U-Haul truck. She reiterated that the $50 Reservation Guarantee Fee was issued along with a $20 VIP Certificate. No further refund or adjustment is warranted.

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