U-Haul International, Inc.

Review: I personally had a good experience with uhaul previously, however I was very disappointed with my recent experience a few days ago. I was under stress moving like anybody else would be, and came in Monday June 30th to rent a 10 foot truck. Now customer service was very poor all three days I had to come in because of a billing issues. I was also given the wrong information from the first gentleman on duty. He estimated 40.07, that's 19.95 for the truck itself, and 19.95 for mileage estimate, however he told me that I wasn't actually going to get charged that yet until they know how much miles I used. Fair enough. I did leave and immediately checked my bank account to see that that was withdrawn, now I understand I do have to be charge for using the truck HOWEVER, I got charged again the next morning 55 ish dollars. I came in and a different gentleman on duty was telling me another customer was using the truck so he had to wait for its return. Fair enough. however I never got contacted back. I did put in some money to fill the truck back, but being charged already for the miles did have me frustrated. I argued with the second gentleman about it, insisting I do love using uhaul but I am frustrated and dissatisfied. being charged almost 100 did not seem reasonable even for using 30 to 60 miles. Now I came in today to a lady covering for the previous guy because he was ill. She didn't assist me well, and I told her I understand If im at fault but for giving me the wrong information shouldn't the customer get some sort of resolvement? I told her funds are important and she told me "I can't help the fact your having financial issues" I saw that as rude and nothing to do with anything.Just very rude. I will not be coming back to that location for service. I love uhaul but why be rude to your customer? and not follow through with an issue? the fact I was already charged for miles had me frustrated and charged again.Also the rude employees that didn't help and gave wrong information.

Product_Or_Service: 10' uhaul truckDesired Settlement: DesiredSettlementID: Refund

I would appreciate it if I got refunded my money back or at least the first charge that was put on my bank card. the 40.07 I enjoy uhaul, and usually refer my friends, but this is the kind of customer service that makes me unhappy to spend my money at a business.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and listened to her concerns. Ms. [redacted] apologized for the problems she had and offered $40 as an adjustment. She also assured our office she would be in contact with our Field Manager responsible to ensure the situation does not repeat itself. Ms. [redacted] relayed her appreciation for the 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

I emailed them also, and told them I didn't care if I heard back from them unless they wanted to give me a full refund. Here is our story (unfortunately) from Sunday and yesterday (Store # [redacted]/Order # [redacted]/ )

(I have also emailed their CEO - supposedly).

What we expected to start out as a total of maybe $80.00, later turned into (our suprise) $196.00. We also were told that they would have a hold on the card of $125.00 and that the difference would be refunded - but the card would not be charged until truck brought back. we immediately checked account and that money was literally on hold in the account at the bank, which means it was not available and my son had $10.00 balance in his account (I was transferring money from my account to his - three times) to cover the cost of this rental.

We went to pick up the truck Sunday at 4, and it was supposed to be for 24 hours, due back on Monday at 4 pm. I asked "[redacted]" in the store - [redacted] what happens if they are a couple hours late, will we be charged for a full day or just hours or, ??????? (just trying to plan to make sure we have the funds for this rental). [redacted] responds, "oh no mam we don't work like that because we understand that things happen when people move and we allow for that. As long as you have the truck back in here by tomorrow morning, and you can put the keys right over there in that slot we will not charge you at all". I'm thinking wow this nice young man really cares about customer service (noted) and silly me - I believed his word. IMAGINE our suprise when he takes the truck back yesterday at 6:30 (2.5 hours late) and he calls me from UHaul and he says I am about to blow my stack. They wanted to charge him a total of $196.00. I said oh no let me talk to them. THe first question I got asked was who did you talk to yesterday then? I said who's name is on my paperwork from yesterday!!!!!!!!!!! "Oh [redacted]". I was told 20 times - I'm sorry mam there's nothing we can do, and [redacted] is not here and we cannot waive it." I think the only reason they told me 20 times I"m sorry was to shut me up and get me off the phone because now they were going to be charging his card an additional 60 or 70 dollars at this point and I am flipping out because I am sure he is going to end up with an overdraft on his account and that costs an additional $30? AND he said he took it back with more gas in it than it originally had in it when we picked it up but we obviously got no credit for that. So I hung up from them and they gave me their store number and told me to call the 1800 Uhaul number and so I did (twice) and I got them to finally say they would waive the $52.00 - whatever that was for - but now the problem

is he can't use that money until the bank releases it - and that may be another 2-3 days. This kid has to live and does not get paid until Thursday and these people are screwing with his bank account and I do not like it at all.

And we have no clue how much we ended up paying for the truck (total) - how much they charged us and we still have to live with the worry of an overdraft fee (and an additional 30 that he doesn't have!)

I have NEVER rented a truck and I will NEVER use UHAUL AGAIN even if I do rent a truck.

I will not give them good reference either.

What could have been a really good customer service experience turned out to be MY WORST.

Review: At first, I called a local UHaul dealer in[redacted], ** and spoke with a representative to take care of renting a fourteen foot truck. All was well with that until I had to deal with Corporate Headquarters. I was told my charge would be $87.00 at first, then spoke with [redacted] and learned that I would have more charges equalling a total charge of $99.69. I was under the impression and asked and confirmed with another representative that the charge of 99.69 was the final charge. So, I went ahead with the order. After turning in the truck and a day going by, I noticed an additional charge of $15.43 on my credit card. I called and spoke with [redacted] at the corporate office and she proceeded to say that since I spoke with [redacted], I would need to speak with her. So, I had [redacted] call me back and learned that when I spoke with her previously, that the charge that was confirmed wasn't all of the charge. Basically, it seems that they did not know what they wanted to charge, or what the exact rates were even when I confirmed the amount. This is not how a business should be ran. You should not tell someone the total charges and then keep their credit card number on file and charge them later for fees that were never once discussed.Desired Settlement: I want $15.43 refunded to my credit card.

Business

Response:

April 8, 2013

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

Mr. [redacted], our President for the U-Haul Company of[redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email offing his apology for any confusion incurred with her recent rental. He explained the additional fee of $15.43 was charged when Ms. [redacted] elected to purchase the optional Safemove Protection coverage. Although this was a valid charge, Mr. [redacted] relayed he issued a credit for the charge back to her [redacted] account since it wasn’t properly explained at time of rental. 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: December 19, 2014U-Haul International Incorporated[redacted]To the CEO of U-haul, [redacted] and Whomever This May Concern: A Formal Complaint to the U-Haul CorporationOn Saturday, December 06, 2014, I rented Equipment: BP-Pick Up Truck; Serial Number:[redacted]; License Plate:[redacted]; License Plate State: AZ. Rental Rate was $19.95 from the G[redacted] The lady at the desk gave me a $0.59 x 50.0 MI Rate. Deposit amount or Amount to be held on my card was supposed to be $55.50. However, that was not the case. I pointed out to her that the mileage on the vehicle was different than the mileage that was on the contract (Contract Number:[redacted]). I pointed this error out to a total of three different employees. Two female and one male; One of the females name was [redacted] and the other females name was [redacted] The males name was [redacted]. The two female employees told me that it would be fine, but I brought it to the attention of [redacted] and he stated that he made notes on the account so I should be fine and not over charged. Again, that was not the case. On the paperwork it stated that the truck had 3,893.0 miles out. But actually, the truck had 8,202.0 miles out. I brought the truck back that same day, but the office had closed. The mileage on return was 8,203. I was charged for two (2) days and for the amount of $1,454.05. They charged me for 4,309.0 miles when I was supposed to be charged for one (1) day and one (1) mile. This overcharge should not have happened!!Then on Friday, December 19, 2014, I was charged for $727.03 (plus $35.00 insufficient funds fee) totaling $762.03 by U-Haul for something that the manager [redacted] assured me was taken care of. In addition to that, the $55.50 that I thought was supposed to be the deposit for the truck was not the amount that was taken from my account. Instead, $63.82 was taken from my account.

Product_Or_Service: BP-Pick Up Truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

All that I ask from U-Haul is that you refund to me every dime that was taken from me. Now, I am to the point of considering seeking legal counsel on this matter. I was a customer that trusted you and believed in the service that you provided. For a corporation to fail a customer like this is almost unheard of, but I know it occurs more often than not. At least now with the help of social media, I can let other people know what your company has done to me.

Business

Response:

January 20, 2015

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our President for our S[redacted], followed up on the information Mr. [redacted] provided. He informed our office he worked with our GM of our U-Haul Center involved and immediate action was taken to refund Mr. [redacted] in cash for our error. Mr. Harless also assured our office that steps have been put in place to prevent the situation from happening again.

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

Sincerely,

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 to be satisfactory to me. I will consider this complaint resolved.

Regards,

Review: I recently rented a U-Haul/Auto Transport from the Hwy 99 store in Vancouver, WA for pickup on 8/21 at 8am on a one way transport to the [redacted] Dr. U-Haul in Lebanon, OR (Order #[redacted]). Prior to the pickup date I contacted U-Haul to get the exact measurements of the Auto Transport. Due to the length of my vehicle I wanted to make sure the auto transport was long enough to handle the move. After contacting U-Haul customer service for the third time I finally gave up due to the customer service people repeatedly stating, "After we input the your make and model the computer automatically adjusts the type of transport needed for your vehicle and we cannot give you the exact dimensions of the type of transport you ordered." So, I walked into the Hwy 99 store at 8am and for pickup when the store stated the vehicle/auto transport was not at the Hwy 99 store it was at the [redacted] store located several miles away. So, after waiting in line and finally getting the news our vehicle/auto transport was not available at the Hwy 99 store we made our way to the [redacted] store. After again waiting in line at the [redacted] store the service attendant was very helpful and gave us an extra day/mileage for our troubles. However, after going outside to check out the auto transport and measuring the auto transport, it was approximately 3 feet short. So, we decided to try the tow dolly. After wasting several hours waiting in line and driving in between stores we found out the tow dolly would not work due to the dolly not being wide enough. So, we packed up the U-Haul and returned the dolly to the Hwy 99 store. The Hwy 99 store said the dolly would be refunded. After spending the weekend unpacking we returned the U-Haul to the [redacted] location in Lebanon, OR. The next day we received the receipt stating we owed an extra $0.44 for mileage and $25.00 cleaning fee due to pieces of cardboard in the back and a "weird" smell. Also, the tow dolly for $59.99 was not refunded. I contacted the UHaul and she stated she would not refund the cleaning fee or mileage due to the fact she had to detail the entire vehicle and she couldn't refund the tow dolly because it wasn't returned to her location. I contacted customer service again explaining the circumstances of the tow dolly and customer service said they input the make/model into the computer and it should have worked. They would not refund the amount for the tow dolly, cleaning fee, or mileage.Desired Settlement: At this point, I am so disgusted with UHaul that I would like a total refund in the amount of $87.00 for the 17' Truck and $59.00 for the tow dolly (total of $207.29 with mileage) for wasting my time and energy (and the tow dolly should have been refunded in the first place). The UHaul was clean at the time of drop off and a "weird" smell in back could come from anything. The associate at the Lebanon store even said she couldn't describe it. This could all could have been avoided by simply telling me the dimensions of the auto transport in the first place, having the appropriate vehicle at the proper location, and not charging a cleaning fee/mileage. I have rented from U-Haul several times in the past and will 100% avoid going back to the UHaul store due to this complete disaster.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] to discuss his concerns and he requested she call back. When she did there was no answer. She left a message explaining she had issued a refund for the dolly and the cleaning fee for a total amount of $84.44.

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.

Once again, this is far from the truth of what actually happened. I actually did pick up the phone and talk with the lady and explain to her that I was at work and was unable to talk for long due to the fact I work for a fire department/ambulance service and was on a call. I explained to her I would have to call her back but she was unwilling to give me a phone number to contact her. She asked if she could call me back in 10 min and I said, "Yes" because there was no other option as she wouldn't give me a phone number. She left me a message stating what she would do, but no return phone number and when I called the number on the caller ID, nothing. Originally, I asked for a full refund. The refund of the tow dolly should have taken place anyways. When I returned the tow dolly to the Hazel Dell location off Hwy 99 the employees said it would be returned and it actually wasn't and I should have never been charged a cleaning fee as the U-Haul was clean when I dropped it off, but that's he said/she said at this point. So, again I want a full refund as the service you provided caused more headaches and wasted more of my time and what your offering is an absolute cop out. And if you call me again, understand I have a life too. So, if I ask for you to leave me a number so I can respond to you instead of having to deal with this through the Revdex.com and waste there time it's because I am in the middle of important business at work.

Regards,

Business

Response:

October 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She pulled the recorded calls each time she contacted Mr. [redacted] and confirmed their conversation. The initial call on September 30th lasted 19 seconds. Mr. [redacted] said he was on the phone and relayed to Ms. [redacted] that she could hold or he could call her back. Mr. [redacted] stated she would call him back in 10 minutes and he replied that was fine. Approximately 28 minutes later Ms. [redacted] called Mr. [redacted] again and reached his voice mail. She left a message that she was refunding him for the trailer, cleaning fee and mileage charge. She also stated if he had any questions he could call her back at 1-800 789-3638 and provided his file number as well. After another review of the rental, Ms. [redacted] concluded no further refund would be issued.

I did confirm the refund for $84.44 was issued on September 30th, $59 back to Mr. [redacted]’s Visa account ending in 9423 and $25.44 back to his Visa account ending in 3684.

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.

So, I contacted the #[redacted] and that number is the general customer service line that took approximately 4-5 minutes to get through the phone tree and speak with somebody and to no avail. So, again I reject your proposed action and ask, again, for a full refund. I have also reviewed several online opinion boards and see that you have not taken care of many of your customers. I wish I would have read those before renting a truck from you. So, again, I am not wasting anymore of my time contacting you about this matter. YOU need to refund me for the total amount of the rental. The whole process was an absolute waste of my time. The trailer should have been refunded, no questions asked. I contacted you several times to make sure the trailer (auto transport) was the correct dimensions, and was assured several times that it was when only to find out that it was not the correct dimensions after 4 hours of trying to make the situation work. I should have never been charged a cleaning fee, as the truck was returned in a respectable manner. I should have never been charged extra mileage, as the lady I originally rented from promised I would not be charged extra mileage. I should not have had to go through this process for refunds that should have been taken care of in the first place (refund of the cleaning fee, mileage, and auto transport). So, the refund for the rest of the amount is about wasting my time!!!

Regards,

Review: Subject: Poor Workmanship Installation on Prodigy Electric Brake System (Install March 6, 2015)1)Wiring under vehicle hood attached to a relay- Nut was not tightened. I was able to move the terminal nut with my fingers.2)The relay bracket was manufactured with two mounting bracket holes. Only one hole was used.3)Wiring was not properly secured from under the hood of the vehicle to the rear distance of the bumper electrical connector plug.4)Wire was routed through the holes in the frame of the truck. No flex wire tube protector was used at any location where the electric brake wiring was routed through the frame to protect the wiring from being damaged as a result of the wire moving during operation of the vehicle. (Flex wire tube connector was used at the rear of the truck near the connector plug).5)No tie wraps or other tie down methods were used anywhere on the wiring assembly.6)The electric wire hangs down approximately one foot below the vehicle.7)A yellow wire with a wire connector located at the rear of the truck near the bumper had one end that was not connected to any wiring. The end of this yellow wire connector was not protected or covered by electrical tape of other method. 8)The black wire connected to the battery was routed above the fuse and relay box of the truck which will prevent the box from being opened without interfering with or altering the black wire connection.9)The white ground wire was not attached to the frame independently. It was placed under a metal spacer, under the bolt and spacer that are used to secure the trailer hitch to the frame of the truck. This white wire is manufactured with a loop terminal which is designed such that a screw can be used to independently ground this wire to the frame to ensure the ground wire is properly secured. (How was the white wire placed under the frames and above the spacer? The hitch bolt would have to be loosened in order to allow sufficient space it insert this wire in the manner it was installed). 10)Under the hood of the truck where the wires were routed, the wiring is not secured or protected.11)After the installation, I asked the Technician who performed the installation to provide tips on how to operate the Prodigy Electric Brake Controller. He did not offer to provide me a demonstration, and told me that he had placed the operating instruction inside my truck and I could read the instructions to learn how the system operates.12)Unless I failed to do a step correctly, the unit did not power on when I attempted to determine if the unit was operating, later on the day of installation.13) I reported to the store manager March 7, 2015, the day after the installation that I was not satisfied with the installation. I walked to the front door of the U-Haul store and had her look at the wiring that was hanging below my vehicle. The store manager wanted to set-up an appointment to have my problems corrected, but I did not trust them to perform their mistakes correctly, so I did not allow the Governors Drive location to perform rework of their mistakes.14)On March 7, 2015 I spoke with the U-Haul call center and a complaint was opened for the poor workmanship I had identified. My complaint number is [redacted])I was told by the individual who assisted me at the U-Haul call center I would receive a call within three working days from a district manager, or someone with the necessary authority to properly address my issues, and to ensure all U-Haul offices were alerted to the importance of always practicing good workmanship during all installations for safety purposes and to ensure customer satisfaction. 16)I have no idea what other issues exist with this installation and what safety hazards may exist. Also, there may have been other items that were created as a result of this poor installation.17)Yesterday March 12, 2015, I contacted the U-Haul Call Center for the third time and informed the operator that I had not received a call from an authoritative anDesired Settlement: DesiredSettlementID: Refund

Complete Refund.The U-Haul Vision:Our VisionAt U-Haul, we are committed to sustainability through environmental protection, social responsibility and economic efficiency. We embrace our responsibility to act as a good corporate citizen by continually improving the sustainable performance of our products, services and activities. We work to meet the needs of the people today without diminishing the ability of future generations to meet their own needs

Business

Response:

March 26, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate [redacted], our Traffic Manager for our Northern Alabama Regional Office, spoke to Mr. [redacted] on or about March 16, 2015 and provided him with the U-Haul location he can go to, to have the installation corrected.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: I made a reservation for an auto transport trailer on June 16, 2014 for pick up on June 20, 2014. I gave all the information required, it was to be a one way rental to [redacted]. Which truck I was using to pick up the trailer, what type of car would be on the trailer, etc. I gave a credit card number to hold my reservation and was assured that no charges would be made without my authorization by phone call.

June 20, 2014, comes and I go to pick up my trailer, get in and do up the paper work, going over the exact information I gave over the phone(which was okay) and pay for the rental. We walked out to go find the trailer, it wasn't there. So after calling the regional office(traffic) and they "confirmed" that trailer was there, the service representative that was helping me, [redacted], went again to try to find it to no avail. He then wrote down every trailer number in the lot and checked the computers to see what was available. It was out of service for a burnt out light, after checking the lights we found them all to work just fine.

Long story short, he canceled the original contract and refunded my money, tried to open a new contract 8 times asking the exact same questions over and over again! I remained calm and polite. However since I had been there for 3 hours and he was getting nowhere I had to keep saying that I need to get going, it was late.

Finally get the trailer and get on my way. Trip goes great, I returned the trailer within a 12 hours and all was good.... until I was(am) missing 650 dollars out of my account that's attached to my credit card. I called the customer service 1-866 number and got told a marketing company out of [redacted] charged my card because they found the original trailer I was booked with in [redacted]! With no phone call and no courtesy and no authorization to charge my card for a trailer I never physically saw. I called again spoke to the regional manager Crystal, and she said she could easily see what mistake had been made and she would get it fixed for me but she had to call the company that took my money because they have to be the ones to refund me... now they charged me 650 bucks on July 2 2014, and I've called 21 times since then. Talked to many people who told me nothing but "I don't know.." and "I'll get [redacted] to call you back asap or I'll leave her a note for you" never to get a call back or ANY resolution or apology or anything done is very frustrating. [redacted] told me herself shed call me back whether or not she got ahold of [redacted] or not. I have got nothing settled and am now delaying payments and feel like pulling my hair out.

I've been very polite and patient, but this is not okay.Desired Settlement: I need my money back, would like some compensation for the hours I've spent on the phone, and frustration. An apology would be appreciated. The store needs to update policies.

Business

Response:

August 4, 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], followed up on the information [redacted] provided. He corresponded with [redacted] by email and informed our office he requested a check in the amount of $648.62 to be sent to [redacted]. 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:

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

Uhaul did send out a cheque for the full amount and I have recieved it. I am happy to have my money back, however proper steps should be followed to assure this never happens to anyone else. It was a nightmare to deal with them. I consider this resoled.

Regards,

Review: This UAHUL location called me to cover rental issues and a vehicle breakdown. They must have hit the "mute" button, but they thought I hung up. Owner of location was incredibly unprofessional and entire counter was laughing at me while I overhead all the comments made about my circumstance. The conversation we had not been rude, both sides were firm he was not aware or did not care that I spoke with cus[redacted]er service and could not see the notes. When they thought that I was off the line, the comments made by the owner and others about me were reprehensible.Desired Settlement: I am not sure what can be done. At the moment we still have our root disagreement unresolved. I am more concerned about the actions and comments made by the owner of this UHAUL location going undocumented by UHAUL in general. Ive already complained through UHAUL channels and will be bringing this up regionally.

Business

Response:

March 29, 2013

Thank you for your concern for our cus[redacted]er Mr.[redacted].

Ms. Nancy Flores, our Executive Assistant for the U-Haul Company of Gulf Coast TX, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] rented from a U-Haul Dealer in Galveston. After several unsuccessful attempts to contact Mr. [redacted], we reported the truck as late-not-returned, or LNR. After 10 days Mr. [redacted] called to say the truck would not start. We then retrieved our truck and found that the light had been left on, which caused the battery to go dead. Ms. [redacted] relayed that we did not charge Mr. [redacted] for the $400 tow bill and he was only charged for the rental time he had the truck in his possession up until the truck would not start due to the dead battery. Ms. [redacted] stated that a refund or any further adjustment would not be issued.

Our cus[redacted]ers 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.

My complaint with the [redacted] is regarding the profane and inappropriate comments made about me by the owner of a UHAUL location. These comments were made when he thought I couldn’t hear him over the phone. I find it shocking that this behavior is being completely unaddressed in the companies [redacted] response. It’s as though UHAUL is condoning the owner’s comments by bringing up a recent contract dispute they’ve already elected to pursue legally. While I do appreciate the support UHAUL has given my civil case with this response, the [redacted] is not the appropriate venue for a resolution for this contract dispute since I have not filed a [redacted]complaint in regards to this matter.

Regards,

Business

Response:

April 5, 2013

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

Mr. [redacted], our President for the U-Haul Company of Gulf Coast TX, reviewed the information Mr. [redacted] provided. He informed our office Mr. [redacted]’s concerns were addressed and assured our office that action will be taken with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Any outcome on steps taken to correct the situation are handled internally. We appreciate the feedback Mr. [redacted] relayed. It’s only through communication with our customers that we realize what programs are working and what areas need attention. We also realize there is never an excuse for rudeness.

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: First of all, we made a reservation by phone for a 17 ft truck at the Lewis and Grand location. After I drove 45 miles to get to the location, the reservation was not honored. We had to drive an additional 12 miles out of the way to pick up a rental in [redacted]. Next we reserved a drop off for our one day rental at Mr [redacted] & Mr. [redacted]. When we got there Mr. [redacted] did not want to accept the truck. We returned the truck with the same amount of gas as when we received the truck. The next day Mr [redacted] sent us a fraudulent receipt for $46.20 contract no. [redacted]. There was the same amount of gas remaining in the tank when we left the truck with Mr. [redacted] as when we received the truck in [redacted] (12 miles futher away from where we reserved the truck- where we were supposed to get the truck).Desired Settlement: $46.20 for the fraudulent receipt plus $50 for my time wasted plus $13.80 gas for my vehicle to travel to Kenosha. Total Sought $110.

Business

Response:

August 1, 2012

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

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She left a message for Mr. [redacted] advising him of a refund for the fuel charges in the amount of $46.20 since the gauge was only off by 1/16th, and also a refund for the $50.00 Reservation Guarantee Fee for a total of $96.20. The refund for $46.20 was credited back to Mr. [redacted]'s Visa account ending in [redacted] and the refund for $50.00 was credited back to his Visa account ending in 8402. Both credits should post on his next credit card statements.

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 moving truck on Monday, January 5, 2014. I was required to return the truck with ¼ tank of gas on January 6, 2014 by 5 P.M; however, I returned the truck the night of January 5, 2014. At the end of my trip, my brother and I pulled up to [redacted] gas station across the U-Haul location which I rented from and gassed up the truck. We filled up the gas tank to ¼. We paid for the gas in cash.

Immediately after we pumped the gas, we drove the truck to UHAUL. On Wednesday, January 6, 2015, I was charged $75.00 for the rental truck. Three days later, on January 8, I was hit with a charged of $46.00 for not returning the truck on ¼ tank of gas UHAUL claimed.

I spoke to the manager and she stated that I needed the receipt. Unfortunately, my brother who paid for the gas in cash, did not keep the receipt. I went in person to speak to her about the charge, but she refused to make any adjustment without the gas receipt.

It took UHAUL 3 days to check the gas tank; and then decided to charge me a fee. Why wasn’t the gas tank checked on Wednesday, January 6, 2015. Just because I don’t have the receipt doesn’t mean that I didn’t filled up the gas tank to ¼.

UHAUL has stolen from me and I want my money back because I did return a truck to them with ¼ tank of gas.

Business

Response:

January 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide her with a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. This was explained to Ms. [redacted], however, Ms. [redacted] became angry and her friend removed her from our U-Haul Center. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4 of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.

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.

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

1. [redacted], Executive Assistant U-Haul International,wrote:[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was instructed to obtain a fuel receipt from the gas station so we can verify the amount of fuel put in the truck before it was returned. The gas station agreed to provide herwith a receipt if Ms. [redacted] could give them the date and time she filled the truck at their station. (Revdex.com Response). I visited [redacted], a locally owned and operated gas station, on Friday, January 16, 2014 in person to discuss my case with the manager. The owner of [redacted] stated that neither him nor his representatives spoke to Ms. [redacted]n regarding my case, and told her that they would provide me with a receipt, if I could give them the date and time I filled the truck. Thus, Ms. [redacted] has falsified information to corroborate her case against me. The manager also said to me that it would have been feasible to provide me with a receipt, if I had paid with a credit or debit card. Even with an exact date and time, which would have been between the hours of 10:30-11:15P.M on Jan. 5, 2014, it’s difficult to verify my case because they cannot directly trace cash payment to a specific car or ensure that I am indeed the individual who made the specific cash payment. Furthermore, the manager also said, if U-Haul had billed me for the fuel on Jan. 6th and then I called [redacted] on that day about the charge, it would’ve been easier to for them to track thepayment- days later makes it hard. They never received a call from Ms. [redacted]n or any other employees of U-Haul. If Ms. [redacted] did call the [redacted] gas station, then U-Haul should be able to provide phone records to substantiate their statement.2. “Ms. [redacted] became angry and her friend removed her from our U-Haul Center. “This is a deceitful statement that seeks to diminish my character. Indeed, I was upset because I was charged for unexplained charges. In addition, Ms. [redacted] demeanor wasnonchalant and dismissive. I would like Ms. [redacted] to provide video evidence to substantiate that I had to be removed from her store. My brother who accompanied me on the day I visited the store in person, stood at the entrance door while I vented. He never had to enter the store in order to remove or calm me down. He simply said let’s go and forget about it while standing at the entrance door. 3. The contract was closed out on the morning of January 6th and the fuel tank was noted as less than 1/4of a tank. The completed charges were also applied to the Visa credit card listed on the contract on January 6th.My bank statement displays two different charges with different dates and reference number. The first charge on January 6th for $75.00. If the contract was closed out on the morning of January 6th, why didn’t U-Haul billed me for completed charges of $121.00 ($75 for cost of truck plus mileage plus $46.00 cost of fuel)? Instead, I was billed on January 6, 2014 for $75.00. Two days later, on January 8, I was billed for another $46.00. Even if U-Haul had billed the completed charges separately on January 6, 2014, the bill of date should’ve been the same for the two distinct charges, even if the reference numbers are different.I am willing to upload a copy of my bank statement to validate my argument.On January 21, 2014. I contacted Campus USA credit Union at ###-###-#### and spoke to [redacted], a representative, regarding the charges. He told me that he can only seewhat I’m seeing. Furthermore, he stated that he understands my argument concerning two different charges on two different dates and that the merchant, which is U-Haul, would have to provideproof that that the charges were processed on the same date, the bank cannot substantiate the transaction dates. When I contacted Ms. [redacted] on January 16, 2014 to provide explanation for the charges on different dates, I was told that she will contact me at a later time. I’m still waiting to hear from [redacted].Thus, I am asking U-Haul to provide evidence that the charges were processed on the same date using the same credit card number. Anythingcould’ve happened within those two days’ time.

Business

Response:

February 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Executive Assistant for our Gainesville Regional Office, reviewed Ms. [redacted]’s recent comments to our office. She advised our office she believes Ms. [redacted] is confused with who she is, as well as who our GM is at our U-Haul Center. Our GM again called Ms. [redacted] and explained the truck they returned was not refueled to the same level as when it was rented. Ms. [redacted] stated they did ask Ms. [redacted] to go to the gas station for a fuel receipt. She just needs to let the attendant know the date and time she was there. Ms. [redacted] relayed that the bottom line is the truck was not refueled to the same level and, therefore, she was charged. Until a receipt can be shown to verify the fuel fill up, a refund will not 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

Review: I placed a rental for a 24' moving truck from UHaul through [redacted] in [redacted] (reservation [redacted]) around June 26, 2014 in preperation for a move on July 26. I contacted the local rental office ([redacted]) on July 24 to ensure the rental would be available. I was told there was another reservation for the same truck and would have to find something else to do. I contacted the national customer service number right after this interaction with [redacted] to find a resolution. My reservation was moved to [redacted] in [redacted] at 9 am. I then contacted [redacted] to confirm that the truck would be available at 9 am, and I was told I would be taken care of.

On July 26, I arrived at [redacted] at 8:50 am to rent the truck. The sign on the door stated they opened at 9 am. At 9:10, no one had arrived. I contacted the national customer service of Uhaul, and I was transferred to a regional office. The representative at the regional office provided incorrect information that the location opened at 9:30 (despite the door saying 9 am open, the national office saying it opened at 9, and being able to reserve at 9. I then waited until approximately 9:30, and I could not be delayed any longer for my move.

I contacted the local [redacted] office, who add a truck immediately available, and I rented the truck from them. On the way to the [redacted] rental office, I contacted Uhaul to cancel the reservation and ensure I was not charged a fee. After a long time on hold, someone came one and said my reservation was being moved to another office and I would receive the $50 reservation guarantee fee. I informed her that I no longer needed the reservation and to just provide the $50. She went ahead and moved the reservation to a Uhaul Center in [redacted].Desired Settlement: Uhaul not only need to provide the $50 reservation guarantee payment to me, but I need to be compsensated the difference between the costs of what the Uhaul rental would have been versus the actual costs of the [redacted] truck. I was forced to the use the higher cost of the [redacted] truck due to Uhaul's inability to rent a truck to me. The [redacted] truck cost $230 (base price plus 96 miles and rental protection). I calculated the Uhaul rental would be about $134. I would like the $50 plus $96 for the difference in the cost.

Review: I made a reservation for a 26' truck to be picked up on 7/13. I received a phone call on 7/12 to notify me that my truck would not be available.

My reservation number is 81084228. I was supposed to pick up a 26' truck from [redacted] on [redacted] I received a confirmation e-mail on 7/10.

On 7/12 I was contacted by [redacted], and they stated my truck would not be available. They offered a smaller truck or told me I would have to go to another location.

I also received an email after the phone call that stated I would have to drive into [redacted] to get the truck. There is supposed to be a $50.00 guarantee if my truck was

not available at the said location after the reservation is confirmed. I will be more than willing to forward the confirmation email to you. When I brought this to their attention,

I was laughed at and told my reservation was never confirmed. I told them to just apply it as credit to the bill. They refused and told me I would have to pay additional fees of .99

per mile for the addition 15 mile round trip to pick up and return the vehicle. [redacted] is 1 mile from my current location, and I am moving just a mile away.

I want the 50.00 they guarantee since they were unable to honor the reservation. If they do refuse I will notify the Federal Trade Commission as well as

other reporting agencies to prepare for a lawsuit. I have 2 emails. The first confirms my reservation, the 2nd is them changing my reservation without my consent.Desired Settlement: I want the 50.00 they guarantee since they were unable to honor the reservation.

Business

Response:

July 18, 2013

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

[redacted] the Field Relief Manager for our [redacted] Regional Office spoke to Mr. [redacted] today and informed him he would receive the $50 reservation guarantee. The credit should appear on Mr. [redacted] 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 Sunday 12/29/13 I have rented a 14' truck to move my possessions from NJ to CT. On the way to CT it started to rain. Upon arrival, when unloading the tuck, I've noticed that my mattress is wet as well as other items like the tables and chairs were in small puddles of water but only the mattress and a couple of chair cushions got damaged. The entire left side of the mattress was soaked with water. Somehow the rain has penetrated the truck. I've called UHaul to file a complaint but I've been told that the company will not cover the damages. I've taken pictures of the damaged mattress and they can be available per request.

Thank you for all your helpDesired Settlement: I would like UHaul to fix the damaged over $800 mattress and refund my rental of $190

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he will be filing a claim with RepWest Insurance Company.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: It has been about 6 months that we have been at your facility, [redacted]. We moved from [redacted] and are thinking about moving back. We rent the biggest room you have. We have this guy named [redacted] who we found out today is your Marketing President for your company. This guy named [redacted] is parking his two personal vehicles in your loading dock at [redacted] all of the time, day or overnight and drives your vehicles instead. This guy has his wife and his vehicle parked inside the loading dock all the time and we cant do anything about it because he is the boss of everybody we speak with. When he and his wife park there two big vehicles ONE is a [redacted], plate number: [redacted] and the other is a [redacted], plate number: [redacted] they take up most of the space to park. Then another vehicle pulls in and I am block in for at least 20 minutes at a time. We are at your location everyday because we are a vending machine company. We like your facility because it is clean and nice, great prices too.I have reached out to your regional office and they state to me that we cant do anything because he is our boss. What to do, [redacted] we need your help.Desired Settlement: Please have a chat with him about where to park, maybe ONE vehicle in the loading dock instead of two, something has to change. What a crazy problem to have at such a GREAT location. It would be a shame for us to move out.

Business

Response:

January 17, 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 [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she apologized to Mr. [redacted] and explained parking for our customers will no longer be blocked.

As we value Mr. [redacted] as a customer, Ms. [redacted] sent him 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 [redacted] units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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.What is amazing is that after six months of complaining I am happy to see that this might just be resoled, thanks again for taking acction. You cusoter who alwasy pays on time.Thank you [redacted], very cool the work you do.

Regards,

Review: UHaul UBox advertising is EXTREMELY misleading. Almost everywhere on their site they list the dimensions of the box as being 8'X 5' X 7'6". If you Google UBox dimensions, the UHaul page that comes up lists those as the dimensions, the home page for UBox lists these as the dimensions...HOWEVER, these are the OUTSIDE dimensions and they fail to state that, knowing that someone using this product does not care what the outside dimensions are because they are only using it for its inside capacity. Unless you click 3+ times for information and find the little link that says "View complete dimensions" you would not know that the UBox is actually 6" smaller in every direction than the size that they state in all of their marketing. This to me is maliciously misleading to consumers. They should have to state EVERYWHERE those dimensions are listed that they are the OUTSIDE dimensions and should have to list the interior dimensions in a much more noticeable location.In addition to their poor marketing of this product, the product itself is horrible. UHaul has taken thin pieces of plywood and some 2X4s and created a little crate. They are completely unsafe when you move them to and from your home on a little trailer as they are held shut with a tiny little hinge pad lock that is lose and falling off and won't even seal tight. the top and bottom of the door is hardly closed and they are ready to pop open at any time or fall apart. Seems pretty scary that these are allowed on the roads and that they are allowed to market these to consumers with a pretty cover over them not showing how dangerous they truly are.Desired Settlement: I would like UHaul to change their marketing and to change the design of these boxes to be safe.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, followed up on the information Ms.

[redacted] provided. Please be advised we are in the process of

redesigning all our specification sheets to make them more helpful

for both the use of our customers and U-Haul. Ms. [redacted]'s suggestions

for added inside and exterior dimensions in the same place have been

directed to the attention of our Director of our U-Box program. The

way we currently display external dimensions is an industry standard,

however, we are taking her suggestion under serious consideration.

As we value

Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 VIP Certificate

that can be used toward a future purchase or rental on the many

products and services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

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: We rented 5 u-box storage units to store all of our furniture and belongings after being promised they will be stored in a clean, dry, safe environment in July 2013 over the phone we were never offered insurance or offered a climate controlled environment. Our last visit was in July 2014 prior to the discover of our belongings being covered in mold September 2014. When we talked to U-Haul they gave us [redacted] Insurance Company's phone number to file a claim. After speaking with the adjuster she told me to just document and send pictures to her. After we set up a delivery time and place, I received a phone call from the adjuster she stated she was going to be there when they were going to be delivered. She came out twice to take pictures of the damages that was done to our belongings. I was told that we were waiting on approval for a cleaning company to come out and pack the things that might be able to be saved. After several attempts of trying to reach someone over a weeks time.I received a letter in the mail stating that the investigation on the claim had been concluded and they were declining payment.I asked U-Haul for a copy of the contract that they said we had with them, they emailed it to us. The contract in question contains no valid signature, an invalid address, no initial by neither my wife or myself indicating the contract.Desired Settlement: DesiredSettlementID: Replacement

We are asking for our contents to be replaced. Our estimated replacement value is $15,346.00. I am also asking to be reimbursed for the full amount of my rentals. $348.30 x 14 months Totaling $4,876.20.

Business

Response:

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our SW Ohio Regional Office, followed up on the information Ms. [redacted] provided. He informed our office an inspection was done at the storage location involved and they found no mold issues in the building. He also relayed there is no climate controlled environment offered to the stored items. Ms. [redacted]’s claim was denied.

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.

[Provide details of why you are not satisfied with this resolution.]We do not accept the response made by U-Haul they promised us that our belongings will be stored in a clean , DRY , safe , environment. Are belongings became covered with mold in their care. We feel they did not fulfill their promise by keeping our storage units dry and free of moisture which caused mold to set into our units. We are CC our attorney, he will be opening a [redacted] if U-Haul does not take care of their responsibilities.

Regards,

Business

Response:

January 9, 2015

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our SW Ohio Regional Office, advised our office that Ms. [redacted]’s concerns were reviewed by both our President of our Regional Office as well as [redacted] Insurance Company. Please be advised that the storage building was inspected and the decision not to pay any damages remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After so many phone calls and follow-ups (sometime disconnecting of phones),I have made a decision to complaint about the Uhaul service that I have booked to move my apartment from [redacted] to [redacted], ** using Uhual Ubox. My rental agreement mentioned that "estimated one-way shipping time of 10 business days after I request the box to be shipped". On August 31, 2013 I packed my stuff into Box at Uhaul [redacted] location and requested for shipping immediately. After 5 business days I wanted to track my shipment by calling the Uhual customer service, I was shocked by the findings that my Ubox was not shipped and is sitting in the warehouse in [redacted]. The customer rep immediately sent a note to the store location and alerted them. He told me to expect a call for the payment (even though the contract mentioned that payment for the shipment will only be collected at the time of delivery), I was ready to take the call and pay the shipment money. But no call next day I called again and spoke with another representative, she too enquired the store and told that I should receive a call by end of the day for payment, I was ready. Day 3 same story. Day 4, I have asked representative what was going on with my shipment and told that I had to cancel on movers due to delayed shipment. He kept me on hold and found that store manager did not communicate the information to anyone and went on for a surgery. He too told me to expect a call by end of the day for payment. I was little skeptical and was not prepared this time. Surprising, I got the call and asked for the payment information. I told to give a call in the evening as I had meetings all day and will not be able to take the call during office hours. No call again. Today (Day 5) I called the representative twice and asked to connect to the store manager. They replied that store number is busy for now; someone will call you shortly, but no call till now (2:24 PM). I tried to reach another customer service number (direct number given by represent during my previous calls) it was hold then ringed, ringed and died off. Now, I am really scared and frustrated what will happen to my shipment. By Monday (9/16/2013) the promised 10 business days will complete and till now my Ubox is sitting in [redacted]. Please help me in resolving my issue and compensate for the man hours wasted in calling, cancelling the movers and the frustration, agony going by my whole family.Desired Settlement: Please help me in resolving my issue to deliver Ubox as soon as possible and compensate for the man hours wasted in calling, cancelling the movers and the frustration, agony going thrugh by my whole family.

Business

Response:

September 18, 2013

Revdex.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 sent her the following email:

Mr. [redacted], We are in receipt of your concern and sincerely apologize for the break down in communication of your box shipment. The box has been shipped and is enroute to you. Once the box is received on your end we will offer compensation to you for shipping delay. I will follow up and once delivery is made we will be in contact with a final resolution. We appreciate your business and again apologize for this issue. Thank you, Jami

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: Back in Sept last year I rented a truck and tow dolly from Uhaul and picked up at this store on Academy Blvd. The employees there directed me to fill the truck then bring it back to the store and they would hook up the tow dolly and my car. When this was done I asked directly if the tow dolly was compatiable with my all wheel drive Nissan Xterra and I was told yes. Furthermore, the uhaul employees hooked up my car to the tow dolly and put it in neutral...telling me to keep the car in neutral and stay at 65mph or under and everything would be smooth sailing. This was not the case, they should have advised me and my mother that the drive shaft in an all wheel drive car must be disconnected. As a result of this neglegance on their part the transmission and radiator had to be replaced in my car, costing me $3100 and my being out of a car for a month for the repairs to be done. I had insurance with Uhaul through ReWest and all they keep doing is giving me the run around and telling me they wont pay anything. Needless to say I keep getting bounced back and forth, the store would not do anything and I am still fighting with their insurance company almost a year later. Product_Or_Service: Truck and Tow Dolly Rental Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a settlement from the company to cover that damages to my car and the original rental costs.

Business

Response:

August 22, 2012

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

Mr. Trey Bryan, our President for the U-Haul Company of Southern CO, along with his Executive Assistant, Ms. Falisha Lopez, followed up on the information Ms. [redacted] provided. They informed our office Ms. [redacted]'s rental transaction was in September 2011. Due to the Terms and Condition of the rental agreement, Ms. [redacted]'s claim was denied in 2011. After another review of the information, Mr. Bryan explained their decision in the matter remains the same.

As we value Ms. [redacted] as a customer, she was sent a $100.00 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 and tape. We also sell permanent hitches, propane and locks.

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

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 out around $4000 from the cost of the rentals and the cost of the car repairs. The company did tell me my claim was denied and I appealed it, I never recieved anything in writing regarding my appeal. All I was sent was an unsigned copy of a uhaul contract. I was told I would have to get a court supponea in order to get the details as to why my claim is being denied?! I paid extra for insurance to cover myself in an instance such as to what happened. They did tell me they would give me a VIP certificate to use for uhaul, they did not say it had a $100 value on it, but rather said "Shortly you will receive an email with a VIP certificate, this certificate can be used for any service or product U-Haul provides and is valid for 2 years" I assumed it was for any rental not a set price of $100....furthermore they never sent me that certificate rather Ms Lopez says she is refunding my credit card $44. This is not satisfactory at all. I want them to compensate me for all the trouble and money they have cost me. I would like to be refunded what I spent on the uhaul rentals and insurance since it was not a pleasant experience and I had huge issues due to the negligance of the uhaul employees...furthermore I would like to make a settlement as to the damages done to my car. I was never given such instruction book they speak of, I asked their empployees directly if the tow dolly would work on an all wheel drive car they assured me it would and then they hooked up the car.

I would like a resolution to this that we can both be happy with, and $44 back just doesnt cut it. It has been a year of me fighting this, and I still have not been provided with any real info or help, I am sick of the run around and am more than frustrated. This is why I am reaching out to the Revdex.com in hopes to get this resolved.

Regards,

Business

Response:

October 25, 2012

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

Please be advised that if Ms. [redacted] wishes to pursue a damage claim, she needs to keep in contact with RepWest Insurance Company. We have also forwarded a copy of her most recent comments to Mr. Trey Bryan, our President for the U-Haul Company of Southern CO, to also make him aware of her recent comments.

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

Sincerely,

Maria Palmisano

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.

They advised me to talk to RepWest who will not even provide me with any offical paperwork regarding my claim, they told me to get a court order for the documents. No one at either company is helping resolve this, and I have been out almost 4 grand for over a year now. All they do is bounce me from person to person and not resolve the issue or make a settlement. I expect good customer service and I expect some compensation when I paid extra for insurance for the rentals...their employees hooked everything up and adviced me everything would be fine and again my car repairs after this experiece cost $3100 plus a $350 tow to get my car off the side of the interstate. This whole experience has been horriable and UHAUL is to blame they need to be in contact with RepWest and help me get this taken care of or they need to compensate for the repairs themselves.

Regards,

I rented a moving truck from the U-Haul location on 5315 Summer Avenue June 29, 2014. When I went to put down the deposit, I told the lady behind the counter that I needed to leave my vehicle, but I would be back after they closed to pick it up and I asked where could I park. She told me, so that's where I parked. When I returned the truck, I noticed another one of their trucks parked diagonally in the area whenever the lady told me leave my vehicle, but I didn't think it'd be blocking the cars where I was told to park. I needed to find the drop-off box first, so I started to look for it when one of the guys worked there saw me wondering and asked if I needed help (it was after hours). He pointed to where the box was and drove off. After that, I proceeded to my car and noticed the lady that told me where to park sitting in her car. When I got to my car, I noticed the truck parked diagonally was blocking the section where I was told to park. I thought there's no way I'm blocked, there must be an exit on the side of the building. There was not. I drove back to the spot to see if she was still sitting in her car, but she wasn't. I called customer service to let them know what happened. I spoke to a gentleman long enough to give him my info and to tell him I was blocked in, but I was disconnected. I called a ride and waited. About 15-25 minutes later, a guy pulled up and started asking me questions. He never let me know who he was, plus he was very unprofessional. He had an attitude and a mean tone to his voice. Well, because of that, I got on the defense and our communication went south. After that, he told that someone had called him to let me out and he was there to do just that, but since I had and attitude and didn't like how I was talking to him, he wasn't going to unblock my car. He then drove off. He actually left me standing there when he could've helped me. Again, his attitude and the fact that he never identified himself started the whole altercation. If he'd said who he was and then asked me those questions, problem solved and I could've went home. I called customer service again to complain after my ride picked me up and the rep game a reference number to use when I called the regional office. The regional office put me in touch with the store that I rented the truck from and told me to talk to the general manager which, oddly enough sounded like the gentleman I had the altercation with. He apologized and refunded the cost of the truck (29.99). That was OK, but that wasn't the issue. I lost valuable time (I had to spend the night with the person who picked me up) and couldn't finish moving all my things until the following evening. A refund couldn't replace that time. It was the worst experience I've ever had as far as customer service is concerned. Oh and on top of tap, I was misquoted the price of the deposit for the truck, etc. when I called the reservation number. It was just a nightmare experience. Please be cognizant when spending your money with these guys, especially this location ([redacted], Memphis, TN). Hopefully your experience will be different.

Review: I made my reservation by phone at the 800 number. My reservation number was #[redacted] and was quoted $940.60 for a 17 foot truck and trailer to tow a vehicle. I made the reservation 2 months in advance. I subsequently checked up on my reservation the week before to request my pick up time. At that time they said they would call me 24 hours before. At that time I reviewed all the information with the telephone agent. The night before my pick up, I had not received a call so I called them. When I called they said they did not have a truck for me with a trailer. I told them this was NOT acceptable. They told me if I wanted a truck and trailer I would have to travel to a town 50 miles away the next day to pick it up. When I asked how they were going to compensate me for this, I was told they would give me 100 extra miles and 3 days more. Neither of these things helped. THEN when I just opened my [redacted] bill this afternoon it showed a charge that exceeded the quote by $79. When I called to ask the 800 number about this and gave my reservation reference number, they told me this was the quote and there was nothing they could do about this. Not only was I cheated on a financial and physical level, but they were not willing at the reservation call center to help make things right. The woman just said she couldn't talk to me anymore if I was going to "threaten" her with the Revdex.com...Desired Settlement: I want compensation not only for having to drive 100 miles (50 each way) to pick up the truck, but then I was charged an additional $79 over the quoted amount and given ZERO explanation why.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining that due to the fact Ms. [redacted] was going to need to travel to an alternate pick up location, we did provide her with an extra 150 miles to secure the equipment along with 2 extra days to allow more time for loading and unloading. The extra $76.36 charge on her contract was for [redacted] tax. Ms. [redacted] found no overcharge on Ms. [redacted]’ 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