U-Haul International, Inc.

Review: I was over charged for gas usage on a rented van from this company. What concerns me is that there are so many other customers on this companys website giving bad reviews with the same complaint. As the company draws up the contract, the customers are being forced to agree that there is 3/4 of a tank of gas in the rented vehicle before the customer has a chance to see the vehicle or check the gas. When the customer finally gets in the vehicle, the said gas amount is not there. At this point, like me, customers know they have to refill the tank with the gas they used and according to the complaints on the reviews and my own experience, we are doing that. When we return to this location, a company representative then climbs in the vehicle and points out that the gas is below 3/4 of a tank and charges the customer twice even three times the amount of gas actually used. In my case, I only drove the rented vehicle for 15 miles and the rented van gets about 15 miles per gallon in the city. I presented a receipt to the representative that showed I put a gallon of gas in the rented vehicle. She still maintained that the gas was below 3/4 of a tank. I explained to her that it was below 3/4 if a tank before I left. She was about to charge me for 45 miles worth of gas until I protested. She then charged me an extra $5.00. A gallon of gas is $3.499 per gallon. So that means all together (with the gallon of gas I purchased) I was charged for about 36 miles worth of gas but only drove 15 miles.My concern is that I am only one victim. According to the negative reviews written by other customers, this company does this a lot and is reaping the benefits of unjust gains at the expense of innocent citizens. I'm also concerned that the vehicle that I used does not have 3/4 of a tank worth of gas in it and the pre-written contract says it does. The next customer will be charge extra because the gas is not there.Please help stop these unjust gains Uhaul receives at the expense of innocent customers.Desired Settlement: I would like to be refunded for the extra $5.00 charged for unused gas.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul Moving and Storage at [redacted]., followed up on the information Mr. [redacted] provided. She informed our office she issued Mr. [redacted] a refund for $5 as requested back to his [redacted] account. The refund 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,[redacted]Executive AssistantU-Haul International

Review: COMPLAIN AGAINST [redacted] UHAUL STORE FOR NOT REFUNDING THE FULL AMOUNT OF $297.30 FOR A RENTAL THAT WAS RETURNED THE SAME DAY DUE TO BEING USELESS.

I CALLED OVER THE PHONE TO MAKE A RESERVATION BECAUSE MY CAR WENT OUT ON ME ON THE FREEWAY, I TOLD THEM THE TYPE OF VEHICLE(2000 [redacted] ALL WHEEL DRIVE) AND THAT I WANTED A PASSENGER TRUCK, WHEN I PICKED IT UP I SAW IT WAS A FRONT WHEEL TOW DOLLY AND THEY GAVE ME A 10' TRUCK(DIDNT ASK FOR THAT), I ASKED THE LADY "[redacted]" IF SHE WAS SURE MY VEHICLE WOULD WORK ON THE TOW DOLLY SINCE IT WAS AN ALL WHEEL DRIVE, SHE SAID "YES, IF IT WOULDNT WORK THE SYSTEM WOULDNT ALLOW US TO RENT IT OUT TO YOU" I SAID "OK AND IF IT DOESNT WORK CAN I BRING IT BACK AND GET A FULL REFUND" SHE QUICKLY SAID "YES OF COURSE THATS NO PROBLEM." WELL RIGHT AWAY I WENT TO TOW MY VEHICLE AND SURE ENOUGH MY VEHICLES BACK WHEELS LOCKED ON ME, I WENT BACK AROUND 7PM TO TAKE THE TOW TRUCK BACK, THERE WAS A MAN WHO RECEIVED IT AND SAID I WILL NEED TO CALL CUSTOMER SERVICE THE NEXT DAY AND GET A FULL REFUND. WELL UNTIL NOW I TRIED TALKING TO THEM AND THEY GIVE ME THE ROUND ABOUT THAT THEY WILL CALL ME BACK. THEY WILL NOT TALK TO ME, AND ARE BEING VERY DISAPPOINTING TO ME. I WILL NO LONGER RENT FROM UHAUL THIS IS TERRIBLE CUSTOMER SERVICE, AND THEY DID NOT FOLLOW WITH WHAT THEIR EMPLOYEE "[redacted]" TOLD ME.Desired Settlement: I WOULD LIKE UHAUL TO REFUND ME THE OTHER AMOUNT OF $164.19 BACK TO MY BANK ACCOUNT BECAUSE THE EQUIPMENT RENTED WAS NOT EVEN RENTED FOR 4 HOURS. NOT EVEN A DAY. THE LEAST THEY CAN DO IS MAKE A CUSTOMER HAPPY.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and discussed her concerns. He advised Ms. [redacted] that he was issuing her a refund for $164.19 due to the fact she was not told to drop the drive line in order to tow her vehicle.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I hired U-Haul to move my items across the country. They failed to do so in the agreed time frame and I was without my belongings for 10 days longer than agreed. This is unacceptable. The company is now refusing to give me a full refund.Desired Settlement: I want a full refund. Not a partial refund, A FULL REFUND.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He advised our office he left a message for Mr. [redacted] explaining he would be issuing a credit due to our error that caused a delay. He requested Mr. [redacted] contact him back to obtain addition information to process the refund.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: We used Uhauls Ubox services to move from Prescott Az to the New Wilmington area of Pennsylvania. First, when we arrived to pick up the boxes to fill, they did not have anything ready. We were given the box that they use as a display for future customers. That was ok and we continued. Originally I was going to have our items shipped on June 6th. Due to circumstances I had to move that back to June 17th but was told that my price quoted of $1,456.00 would be good for 30 days. When I called to change it they couldn't find my contract, then after an hour told me they found the boxes but they were showing empty. After it was determined they were not empty they told me it would now be $1,880.00 to ship them. I called the manager in Prescott, [redacted] Pleasant who needed to "call me back" saying it would be that day. When I did not recieve that call I called the next day. [redacted] could not be located so I went to his manager, [redacted]. He was very gracious and promised to honor the original price and get it shipped on the 17th. I called on the 17th to verify and was told they shipped and I would be charged on the 22nd.Then the next day I got a call from Uhaul asking if I still needed to fill my boxes?!?! I informed him they were supposed to be shipped the day prior, he said he checked and that they were. I then called on the 23rd to verify again and was told they weren't even shipped yet! I called [redacted] who promptly threw [redacted] under the bus saying it was his fault since he had arranged it. Then told me they had shipped but the person in shipping didn't "press the button" telling the system that it had shipped.He told me our things were to arrive by the 29th of June. Originally I was told it would take 6 days to arrive. In addition I also found out in this process that they cannot ship to New Wilmington like originally arranged but had to ship it to Youngstown, 25 miles away. This would have been valuable information to start. Now it is July 1st and our boxes have still not arrived.Desired Settlement: At this point I would like them to deliver the boxes when they arrive at no extra charge. I also believe there should be a refund as they did not fulfill their contract.

Review: We had horrible customer service issues with one of the [redacted], NH branches for Uhaul. Our appoitnment was rescheduled tiwce at the last minute and then was delayed 2+hours on the day we were supposed to have our hitch installed. We were out valuable time that could have been spent packing as well as avoided a downpour. Throughout the whole thing we were treated rudely by the branch. We left several message for the manager of the store to contact us and have not heard back. I have called the corporate office twice now to discuss this matter and each time was told someone would get back to us within 72 hours. I have heard NOTHING! This company does not seem to care - not only how their branches treat customers -- but the coporate office treats them the same way!! I will never be using U-Haul again due to such horrible service.Desired Settlement: I would like a discount from my recent order of a hitch install. I have wasted so much time and effort on this company and have been treated beyond poorly.

Business

Response:

September 10, 2012

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

Mr. [redacted], our President for the U-Haul Company of Eastern MA, followed up on the information Mrs. [redacted] provided. He informed our office Mr. [redacted] was contacted and offered an apology for the experience they incurred at our U-Haul location. He also mentioned that the cost of the hitch was refunded in the amount of $124.95 back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have had a storage unit in the [redacted], NH location for a little over 2 years and have had many issues with them in this time such as having water damage on some of our items due to a leak in the ceiling of our unit and our insurance had been mysteriously stopped the month before without our knowledge. The issue I am most concerned about is that this last week I had a charge to my debit card for my monthly payment that I did not authorize. I called to ask why and the store manager told me that my account had been put on automatic payment. I had no knowledge of this and never asked them to do this. I have never in 2 years been charged before I call and ask them too. This charge overdrew my account and because of it I now have 3 overdraft charges of $34.50 each. I have 2 children and my Fiance and I live week to week. This is going to set me back quite a bit now because of the overdraft charges now I will be late on other bills too. When I called I was told by the manager that once a payment had been put through there was no way of refunding it and I was "out of luck" there was nothing he could do.Desired Settlement: I would like to have the overdraft fees refunded and my card taken out of their file. An apology would be nice too since the manager was quite rude on the phone.

Business

Response:

February 5, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of New Hampshire and Maine, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back in order to personally address his concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: A rental truck was reserved online from the location guaranteeing a truck that was shown available and I would be notified next day of location for pick up and time. I received a call next day notifying that the truck I reserved was no longer available and no reason to be given they had said it was there busiest time of the year and they made a mistake. The only truck they could offer was two sizes lower than what I reserved and could get it not the day I reserved for use but the day after. And that was the only solution. I talked to another representative later and she was able to find a truck a hour away but I would need to go get it. I had to leave during work to drive to get the truck and was never told I would have an increase in cost for having to fix there one mistake already. And should not have to pay for a truck that there site guarantees or your money back but was charged triple the amount for the truck being out of town. I contacted customer service and they issued a complaint that was to be sent to the store and the representative on the phone fully understood my complaint. Upon hearing from the actual store that made the mistake the store manager denied my claim saying they do not guarantee the trucks and I was lucky they found me a truck? She couldn't answer any of my questions of how there business is run and that what she was saying was ethically wrong in business. I would never do business again. Especially when the rep says I will take care of this for charges but then denies once paid.Desired Settlement: I paid 117 for the truck on top of the 2 hours of driving time plus hours missed of work because they could only do it till 5pm. For there mistake in losing my already guaranteed truck I should not have to pay more to fix it. This has been quite the headache and I have never have had a company not once help the customer on their own fault. They lied on there guarantee and reservations this is not how business is done. I deserve a full refund, compensation for my lost

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:[redacted], I am writing to you in regard of the Internet reservation you made on the evening of 07/29/13 for a truck rental on 07/31/13. When you made your online reservation there is a box that you must check before you are able to complete the reservation request. It states that you have read and agree to the terms of the reservation and then the terms are listed. It states that every effort will be made to location your preferred truck as close to your preferred location, and you will be contact within 48 hours of your rental with a confirmation of where your pick up will be. After reviewing your reservation and rental file I am showing;Our Traffic Control Manager called and left voice mail on 07/30/13 right away in the morning to schedule your rental, as stated online. She left a message that your proffered location did not have a truck available and she informed you, of the closest location, She asked that you call back. To confirm you received this message. She also sent a text message. You were sent another text message later in the day by one of our Reservation Managers. I am showing that you then called back and spoke with [redacted]. You informed her that you needed to needed to pick the truck up that night now. [redacted] informed you hat all that was available for right now, was a 17' truck in Owatonna. You agreed and stated that would work and that you would be there to pick it up by 4:30 pm. Your rental was completed at 5:08 pm that evening. According to our records every attempt was made to schedule you at the closest location available to your proffered location, just as stated online when you made the reservation. I am unclear on what you are seeing as a reservation error. Please call me so that you can update me on any information that I may not have .We can discuss this and come to a resolution. Thank you, [redacted] U-Haul Company of Southern Minnesota, [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.$50 reservation guaranteeWhen you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed.+The agreed time was of the reservation. Your location was one to show a '17inch Truck available at that time and day guaranteed. I was contacted by your representative who could not offer my reserved truck all that was available was two sizes smaller and a day after the guaranteed date for pick up. according to the original reservation. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50I was never told about any difference in price when I agreed to drive to owatonna to get the truck. If I would of known I would never of agreed I would of just found another rental from a different provider in mankato for a fraction of the price and time investment. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. She informed our office she issued a credit for $50 back to Mr. [redacted]’s [redacted] account, which should post on his next credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Staff at this U-haul location incorrectly installed a trailer hitch on my newly purchased 2013 [redacted] XC60 vehicle (had less than 3,000 miles on it at time of installation). There was a bolt missing on the driver's side and a bolt that was left unsecured and not through the hole it was intended to go through on the passenger side of the vehicle. They cut out parts of the heat shield on both sides of the vehicle, which was not to be cut, but rather sandwiched between the vehicle and the hitch, resulting in lack of protection to my vehicle, as well as causing a loud vibrating noise when driving. They incorrectly cut into the rear wiring to attach the plug for the trailer lights ([redacted] has a plug installed especially for a hitch installation that is separate from tail light and computer monitoring). By cutting into the rear wiring, the computer sensors have been compromised causing sensors to malfunction.

During the initial installation they had a young man who had never installed a hitch on a [redacted] before doing the installation on my vehicle. Four and a half hours into the installation the young man came to me and told me that he did not know how to attach the wires and that he had not installed a hitch on a [redacted] before. I told him that he should have told me this before he ever started and I would not have had him work on my brand new vehicle. I had to bring the vehicle back the next day to have the work finished by another technician, which I was told was an expert. However, this was evidently not true either.

The first time I returned to tell them about the noise, a technician rode with me and acknowledged the noise and tightened the bolts, but did not fix the missing one or the one that was not through the hole properly. After this was done, the noise was still there. I told him that I was going to take the vehicle to the [redacted] dealership and if they determined that the noise was due to faulty hitch installation that I would expect U-haul to pay to have my vehicle fixed.

I went to [redacted] and the Service department inspected the vehicle and did in fact find that the hitch was improperly installed, heat shield cut and wiring damaged, as well as damage to the bumper. They told me that I should not pull anything with this hitch as it would be unsafe due to the faulty installation. I had them prepare a quote for what it would cost to repair my vehicle and itemize the damages. The damage quote was just over $2,000. I took this to the U-haul dealership. The manager, Troy, called his corporate office and at first they said just to remove the hitch and give me my money back to make me happy, but were not willing to repair the damage that was done to my vehicle. So I told them I did not want them to touch my car again. They told me that I would have to file a claim with their Insurance, Rep West Ins., so I called the number they gave me and they said a representative would call me within 2 days.

A Representative,[redacted] did call me back, but I missed the call. So I immediately returned the call only to get a answering machine. Several days later, Mr. [redacted] finally called me back. We discussed the problem and he asked me to send him pictures of the damage and that he would investigate the claim and get back with me. After more than 2 weeks went by, I tried to get in touch with Mr. [redacted] again, only never to get anything but an answering machine. I left messages for him to call me with the status of my claim. He finally called me, but I missed the call and he left me a message that my claim was denied. He said that he spoke with the staff at U-haul and that they said they installed it correctly, so my claim was being denied and that the determination letter was mailed on 6/6/13. I have called several times since, but my calls have not been returned. The Insurance Company never sent anyone to look at my vehicle and never contacted the [redacted] Dealership to discuss what they found.

The Service supervisor at the [redacted] dealership called the Insurance representative today 6/7/13 and left a message for him to call him so he can explain the damage that was done by U-haul staff.Desired Settlement: I want the U-haul Corporation to cut me a check for the total cost of repairs to my vehicle per the quote form [redacted], which would bring my vehicle back up to it's proper safety requirements.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].We contacted RepWest Insurance Company regarding Ms. [redacted]’s concerns and was informed that both the hitch and wiring harness were installed correctly. Her claim has been denied. If Ms. [redacted] wishes to speak to her adjuster, she can contact [redacted] with RepWest Insurance Company at [redacted], ext.[redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was contacted by Rep West Insurance Claims Adjuster [redacted] and submitted again, photo evidence of the work that was not done correctly. I am still waiting for another response from them. I am attaching some of the photos that I have showing some of the damage. I have more but the program would not allow me to attach any more than four.The Claims Adjuster told me that the burden of proof is on me to prove it was done incorrectly as his investigation only included talking to the manager at the U-haul facility that did the work and being told by him that it was done correctly. He nor anyone from the insurance company looked at my vehicle or talked to the [redacted] dealership that confirmed that the work was not done correctly.I feel it is difficult to argue with the photo evidence I have provided and I want my vehicle fixed. The u-haul executives should care more about the quality of the work done by their establishments and take care of their customers.This is not happening with me. U-haul should direct Rep West to cover this claim and fix my vehicle.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 had Ms. [redacted]’s file reopened and authorized a refund for just over $1700 for repairs.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: My fiance and I moved from Huntington Beach, California to Farmingdale, NY. The U-haul location in Huntington Beach was great, the employees exhibited great customer service and we had no problems at all. We rented two U-boxes from them. My fiance left for NY before me, and she arrived there 6/9/14. I received an email on 5/29/14 saying that my two U-boxes had shipped and that they would arrive 6/9/14. My fiance hired a moving company and they showed up at the U-Haul Moving And Storage of Farmingdale on 6/10/14. The employees at the store said there was a problem that I had not paid for the U-boxes. The original instruction that I received through email was that U-haul would charge my credit card that I used for the reservation five days prior to delivery at U-Haul Moving And Storage of Farmingdale. The company did not charge my credit card as they had said they would on 6/4/14. When the moving company arrived at U-Haul Moving And Storage of Farmingdale, they eventually figured out that they needed to charge my credit card and they did about 15 minutes after the movers arrived around 11am. The movers were there for approximately 4 more hours and arrived at my house around 3pm. I called the store and asked to speak to the manager. A man got on the phone and said, "Yeah?". I asked who I was speaking to, the man siad "[redacted]". I asked if he was the manager, he said that he was a manager of the Hicksville U-haul and that he couldn't help me or answer any questions and that I would have to call back tomorrow to speak with the manager of U-Haul Moving And Storage of Farmingdale. I called the corporate office and talked to a representative who listened to my complaint and then put me on hold only to have me transferred back to the opening message. This happened over and over. I then called the corporate manager and was hung up on over and over again. They told my fiance she owed more money for the trailer. Customer service rude and horrible and pushing for more money without explainDesired Settlement: For the horrible way we were treated today, I would like a refund of everything we paid which amounts to just about $2,336.61. This does not include the cost of the movers. Being reimbursed for the movers would also be ideal. They cost us $350. The additional charge for the rental should also be reimbursed, especially because they were very rude to my fiance when she was wondering what they were charging for. The extra rental charge was $32.48 (which is included in the total above).

Business

Response:

June 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Long Island, NY regional office followed up on the information Dr. [redacted] provided and sent him the following email:[redacted], hello I was just notified of the issues you had with the ubox. I do fully apologize for the delays and poor behavior on our end. I will 100% go over the attitude and demeanor of employee versus customer interaction next week at our EOM meeting. I also apologize for the delay in being charged for the Ubox. I see you were charged on 6/10 for $2112. It was charged late on our behalf and that was a mistake. I am approved to give you the refund of 10% to the cc that was charged on the 10th. The amount will be $211.20. you will see it in 1-5 business days. I am sorry for any inconvienence you had and hope you have a great week. [redacted] U-Haul Marketing Company President of Long Island, NY [redacted] Cell: ###-###-#### Office: ###-###-####Mr. [redacted] advised our office a check for $211.20 was issued to Dr. [redacted] instead of a refund to his credit card as previously relayed. Dr. [redacted] 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.

Regards,

Review: The business was contacted to deliver my shipment of 3 U-Boxes to my new place of residence by Monday, July 14, 2014. I contacted them when I heard nothing from them as it is customary for them to confirm the day before for a delivery time. I contacted them by phone and no one was aware of the boxes. I was told they would contact me back and heard nothing hours later. I then called back to talk to the GM and a heated argument ensued. His professionalism and customer service were deplorable! I was told that the boxes would be delivered, but given no specifics. After being 4 days late and a total of 8 phone calls (everyone at the business site knew who I was as I had called so many times), they finally showed up in an unacceptable manner. They were to contracted to be forklift-ed off the bed of the carrier and placed on the ground for ease of emptying. Instead, they were brought on two separate trailers which were a few feet off of the ground which made it much harder to unload. I had to wait for them to return to pick up the trailers so one of the men could help me get one last piece of furniture down, which I could have done on my own had they been delivered properly. Consequently, one of the trailers was left sitting on the street for 3 weeks before it was picked up, taking up a much-needed parking spot in a highly populated area which I am sure did not make the locals very happy.

I contacted the corporate office and filed a complaint and was told that they would contact me in 24 hours or less. To this day, I have not heard from them.

I received an email stating that I was given a $50 credit for the lateness, of which no credit was ever given. I responded to the email and stated that the credit was not applied and again, no response.

I have done business with U-Haul for years and this specific location and the numerous incidences will keep me from ever patronizing them again as well as telling my story to everyone that I can.Desired Settlement: Beyond the $50 credit, which I have yet to receive, a much more sizable credit should be applied. This was much more than an inconvenience, it was breach of contract!

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our East Bay Regional Office located in Oakland, CA, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and was able to reach an amicable resolution. A refund for $143.35 was issued as an adjustment on his move back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 08/31/2013, I rented a 10' Moving Truck from this U-Haul location for the day. While at the location, I was told that the truck would cost $19.95 for the day, plus $0.79 per mile that the truck is driven. I also paid $14 for insurance on the vehicle. Before I was able to obtain the vehicle, Uhaul charged me $75 as a "security deposit". They told me that I would be refunded an amount of money based on the number of miles I drove the vehicle over the course of the day. They also told me that because I was returning the vehicle to the location after-hours that my refund would be processed the next business day. I paid the full $75 with my debit card, was given a receipt, and took the truck for the day, returning it after the store had closed as was expected.

A week passed with them having never refunded my account, so I called the location to inquire as to what the delay was. I instead was forwarded to Uhaul's customer service center, at which point I was told that although they could see my initial payment towards the vehicle, and the fact that the vehicle had been returned, that nothing had been processed on the vehicle in terms of a refund, nor had any information been put in upon the vehicle's return. They told me they did not have any further information, and that they would have the store's manager contact me by the end of the day. When I did not receive a call from the manager as promised, I called the very next day and was given essentially the same information. Again, no call from the manager as promised.

A few days later I call back and explain the situation. I was then forwarded to a different customer service representative, who told me that while she could see some information in regards to the truck's return, such as the number of miles and the amount of gas in vehicle upon it's return, she could not find a full breakdown of charges anywhere in their system. She also informed me that an amount of $11.55 was listed as the refunded amount, but again could not give me any details or a receipt of any kind, or any explanation as to why I had not actually received a refund to my checking account. I was told to physically go into the store and speak to the general manager on site.

I went into the store the same day, and told the individuals working the front desk that I was told to speak to the manager. They attempted to contact the manager, but upon not receiving any word back from him attempted to help me themselves. They were able to pull up similar information, in that they could find what I was charged initially, and that I should have been refunded $11.55, but again could not produce a breakdown of the charges, and could not tell me why I had not been refunded any money. I attempted to wait for the manager for roughly an hour, but decided to instead call customer services again in an attempt to further escalate the situation. Upon getting in touch with someone, they were eventually able to let me know that I could go in to the store again the next day, and that if I showed the manager a bank statement showing that I had not been refunded any money, that he would call the credit card processing department to try to get them to put the $11.55 back into my account. I again asked for a breakdown of charges, but was simply told that they could not find or pull anything up to give me an exact breakdown of charges, and that this was simply the "best they could do".Desired Settlement: This was obviously a colossal failure on Uhaul's part on so many levels, from customer service, to logistics, to record keeping. I'm simply incredulous to the fact that they seem to think that these business practices are acceptable. Not only are they completely unwilling or unable to provide a breakdown of charges that would show exactly what I owe for their services, but they are forcing me to go the extra mile in proving that they HAVEN'T done something. They are essentially holding my money hostage because they cannot keep their records straight.

I would insist that rather than punishing me for these completely ridiculous failures on the part of Uhaul, that the company instead refund me the full $75, and then charge my account once they can actually produce an exact breakdown of charges as well as an accompanying receipt of the payment.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Eastern New York Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Dear [redacted], I have received the forward of the information you had provided to the Revdex.com regarding your recent rental, and would like to sincerely apologize for the inconveniences that you had encountered. We have somewhat recently embraced hand-held technologies to speed the check in process along for our customers, which has been incredibly well received. From what I've been able to determine, the reason that nobody has been able to give you a good answer to your questions is that your particular contract kind of was, but was not "completed". The best we can come up with is that the signal dropped somewhere during the check in process, and although a "total" was determined, the system didn't log the amounts to get to the total, nor did it complete the transaction by tansmitting the refund of the $11.55 remaining from the deposit. I'm truly sorry that this happened, and equally sorry that we could not provide you with an adequate explanation as to why we could not give you totals. I am hoping that this email is an adequate explanation, even though I still cannot give you a complete breakdown of the charges within a rental contract receipt, as they simply are not there. By reviewing mileage and fuel levels of the truck before and after the rental, I've done the math and spelled out the break down of the rental charges below, however, for the inconvenience, I have issued a credit back to your card for the full $75.00, and we will not charge you anything for this rental. I again extend my apologies for the problems that you had encountered. If I can be of further assistance, please contact me directly, and I will do my best to assist. Sincerely, [redacted] Executive Assistant U-Haul Co of Eastern New York = Truck 19.95 Mileage 16.59 Safemove 14.00 Fuel 7.50 (truck left with 3/4, returned with 11/16) Tax 5.41 Total 63.45.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: PART 1

--------

I called U-Haul (###-###-####) to inquire about renting a truck and auto transport on 11/10/12. My origination was Rye, NY and my destination was Chapel Hill, NC. I was told by the agent I would be able to pick up the truck and auto transport at a site within 10-20 miles of my location. My order # was [redacted]

On 11/14/12 (1 day before pickup), I received 3 duplicate emails stating "This is confirmation that the Auto Transport you reserved is scheduled and guaranteed to pickup at 10:00 AM on 11/15/2012 at U-HAUL MOVING & STORAGE AT BOSTON AVE, [redacted], BRIDGEPORT, CT 06610." Bridgeport CT is nearly 50 miles away from Rye (1-way). I called U-Haul back on 11/14/12 and talked to [redacted] telling her this was unacceptable. During my conversation, I learned the truck I ordered was at a different location than the auto transport (i.e. not in Bridgeport). This was completely unacceptable as I had explained to the original agent when ordering the truck and auto transport that I would have to drive my vehicle to the pickup location, load my car on the transport and use the truck to tow it back to Rye for packing the truck. [redacted] told me to call the Greenwich Scheduling Office (###-###-####) which I did and talked to [redacted] and [redacted] (neither of them able to help). [redacted] transferred me to [redacted] in the NY Regional Office who transferred me to [redacted] (again, neither of them able to help).

So for part 1, two issues existed: 1) the auto transport was located more than 10-20 miles away from my origination point, and 2) the truck and auto transport were not even at the same location. I was forced to cancel my U-Haul order and rent from a competitor (Penske). The total (before tax) for the U-Haul truck and auto transport rental was $939.00. The total (before tax) for the Penske truck and auto transport rental was $1059.52 (with a AAA discount). Therefore, besides the hardship and frustration of having to schedule a rental with another company, I am out $120.52 (not including sales tax).

PART 2

--------

After setting up my rental agreement with U-Haul on 11/10/12, I when to the nearest authorized U-Haul site identified using U-Haul's website using zip code [redacted] (Rye) to get packing supplies. U-Haul's website identified Highland Street Warehouse at [redacted] (tel. ###-###-####). I called them to ensure that had the supplies I needed, then went there and purchased the supplies. Since I did not know exactly how many boxes I would need, I purchased extra boxes because of U-Haul's guarantee to buy back any unused boxes. As there website clearly states "We'll buy back the boxes you don't use. We offer 100% buy-back of any unused U-Haul box, with receipt, at any U-Haul center nationwide.". My intention was to only use boxes I needed to, transport the remainder down to Chapel Hill, NC and return them to U-Haul for my money back.

Again, I used U-Haul's website to find the nearest authorized U-Haul site using zip code 27514 (Chapel Hill) to return the used supplies. U-Haul's website identified U-Haul Moving & Storage at Chapel Hill Blvd at [redacted] (tel. ###-###-####). I called this U-Haul location to verify hours and procedure for returning supplies. I talked to [redacted] who gave me the store hours and told me to make sure I bring my receipt. Below are the unused supplies I planned to return:

Medium boxes (qty. 9 @ $2.49/box)

Large boxes (qty. 9 @ $2.99/box)

Medium mirror box (qty 1 @ $4.25/box)

Large mirror boxes (qty 3 @ $6.99/box)

Packing tape (qty. 1 2-roll pack @ $9.99/pack)

Moving gloves (qty. 2 pair @ $2.99/pair)

On 11/21/12, I went to return the used supplies at 6:30pm (1/2 hour before closing time). I was told by S[redacted] that even though I had my receipt, I had purchased the supplies from a U-Haul dealer, not a center and therefore they could not give me my money back. The boxes literally have printed on them "U-HAUL 100% BUY-BACK GUARANTEE UNUSED-WITH RECEIPT". Nothing was ever explained to me about the difference between a U-Haul dealer and center. I talked to the general Manager ([redacted]) on the phone and he told me the same thing. I called 1-800-GO-UHAUL talking to [redacted] and [redacted] (manager in Phoenix, AZ), both telling me I could not get my money back. At this point, 7:00pm was approaching and S[redacted] (as well as another employee) said I would have to leave because the store was closing. I told them I wasn't leaving until this was resolved. They told me they would call the police if I didn't leave. I told them that if they needed to call the police, they should. [redacted] told my he would open a case file (#[redacted]) on this issue and guaranteed a supervisor would contact me in 72 hours. I mentioned it was the day before Thanksgiving and he reiterated someone would call me within 72 hours. By this time (a little after 7:00)pm, the police arrived. Officer A. Carter of the Durham Police Department took my statement and also talked to the employees in the U-Haul store. She opened an event file (#2[redacted]) on this incident.

It is 11/28/12 and nobody from U-Haul has called me. I have an answering machine, so there is no excuse for not leaving a message. In fact, I asked [redacted] what if I miss the call. He said the supervisor would leave their name and a toll-free 800 number with an extension to call them back. So for part 2, a third issue is introduced where I am out another $90.51 (not including sales tax).Desired Settlement: At this point, I have wasted several hours of my time besides the hardship and frustration associated with the events above. Therefore, I request both tangible and intangible reimbursement as outlined below:

Tangible - a) difference between Penske & U-Haul rental - $120.52

b) sales tax paid for item a) above (7.375%) - $ 8.89

c) unused supplies returned to U-Haul - $ 90.51

d) sales tax paid for unused supplies (6.35%) - $ 5.75

e) gasoline (2 gallons @ $3.50/gal.) - $ 7.00

Intangible - f) my time wasted (3 hours @ $50/hr.) - $150.00

--------

Total - $382.67*

* If I have to waste any more time (including returning supplies), there may be additional charges. If U-Haul wants to avoid any additional charges, they will need to come to my home to retrieve supplies.

If U-Haul and I cannot come to an agreement on compensation, then I will be forced to take legal action which will result in a much larger settlement in the end. My wish is to work this out in a civilized manner.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

We contacted both

dispatching and receiving U-Haul locations regarding Mr. [redacted]'s

concerns. Ms. [redacted], our Executive Assistant for the U-Haul

Company of Lower Hudson Valley, sent Mr. [redacted] an email offering her

apology for the problems he incurred with his reservation. She

issued him a check for the $50 Reservation Guarantee Fee, which he

should receive within the next 10 business days if not already.

Ms. [redacted], our Executive Assistant for the U-Haul Company of

Raleigh, advised our office she has been trying to speak to Mr. [redacted]

to address his concerns. She spoke to him on November 30th

but he was unable to talk at the time. She tried calling him twice

since then and has not been able to reach him or leave a message. As

far as she currently knows, he has the boxes but cannot be reached to

discuss the situation. Mr. [redacted] can reach Ms. [redacted] at ###-###-####

or direct at ###-###-####.

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 response that [redacted] called me several times. That must have been right after we briefly spoke on 11/30/12 @ ~10am. I was having telephone service done at the time and my phone line was unavailable for several hours that day. Therefore [redacted] must have called me between 10am - 2pm (when my phone service was interrupted). I have received no other calls or messages from [redacted] since my first conversation with her.

Today, 12/5/12 @ 5:10pm EST, I called [redacted] back at both phone numbers she provided (###-###-#### & ###-###-####). I received a pre-recorded message stating the office's normal business hours are 7am-7pm M-Th & Sat, 7am-8pm Fri, and 9am-5pm Sun. The message also stated I should call back during normal business hours. Let's see, I called at 5:10pm today which is Wednesday. I think that is between 7am and 7pm. I will try calling again tomorrow if I find the time.

Bottom line is the offer they have made of $50 is unacceptable. And as I have stated in my original complaint, if I have to spend much more time to resolve this issue, the acceptable settlement will increase. My wishes are to resolve this quickly. Basically, U-Haul needs to send me a check for $382.67. That will resolve the issue.

Regards,

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Raleigh, reviewed the

information Mr [redacted] provided. She informed our office, after

reviewing the information with our President for the Raleigh office,

they decided to issue Mr. [redacted] a supplemental refund for $382.67

minus the $50 already refunded. In addition to the refund, they sent

Mr. [redacted] a VIP Certificate for $100 that can be used toward a future

purchase or rental on the many products and services U-Haul has to

offer.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Regards,

I have received the stated reimbursements and consider this issue closed.

Review: On the weekend of 8/7/14 a representative from my company called the U-Haul call center to reserve a truck for Sat 8/9/14 at the [redacted]ocation. When two of our employees went to pick the truck up the general manager of the store told them that they do not rent to [redacted]. The reason they had for not renting to us was that we were always late on returns, returned the trucks low on gas, did not clean them, and owed them money. We called the main call center to figure out what was going on. We found out that we did not owe any money. The only report they had was being late one time at a totally different location for a reasonable situation they we informed them immediately. On that note, we returned back to that Federal location to get the reservation and they still said no, we do not rent to our company. One of the men was Hispanic and felt that the manager had a problem with that. We put in a complaint to the main U-Haul and was called back by a rep on 8/14/14. I was told she would call me back the next day with a resolution to the problem. I never got a call back so I decided to call them. After three tries I finally got a call back on 8/21/14 at 4:45 pm. The rep that called me worked at the same location the problem occurred and said that the GM had paperwork with the decision to not to rent to us. I asked why that decision was made and couldn't answer. I was never notified of any problems or bills. I am a regular customer and also bought a 26 foot box truck from there for my own company. I went to the store myself to pay any money I might owe and was told I didn't owe anything. Before this problem I had a previous problem with the same GM about parking. I parked in front of the store just to run in to buy some rolls of plastic wrap. I was told I couldn't park there and was told to move. A few minutes later a man pulled in the same spot and was told nothing, not to move or not to park there. He was there for the same reason, to purchase something.Desired Settlement: DesiredSettlementID: Refund

I would like to be credited for the problems that occurred that day. The amount we were charged for the truck we had to pick up from a further and different location and $40 I had to pay our manager in hourly wages to straighten out the problem. I feel if a reservation is made at the call center and there is a problem at a certain location they should have it on file.

Business

Response:

September 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our West Central Colorado Regional Office, followed up on the information Ms. [redacted] provided. She informed our office we hold reason and the right to decline rentals to Ms. [redacted] and her associated moving company due to tardiness and excessive extension of U-Haul contracts. Her company has developed a reputation of not adhering to the terms of the U-Haul contract. Ms. [redacted] assured our office there was no discrimination involved and added that any type of reimbursement will not be forth coming.

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.]

Regards,

This is not the issue at all in U-Haul's answer. We don't want to rent from U-Haul any more. The main call center at U- Haul said there where no issues except one that was resolved. Still nothing is mentioned about the treatment I received when I went to purchase some supplies that I mentioned in the complaint. I find it very strange that we were told over and over by the call center that there were no issues of tardiness or anything else on our part and now there is. I just wanted that charges for the day of the incident refunded to me along with $40.00. I will never rent or purchase anything from them again. I spent a lot of money with U-Haul over the years and this is how they chose to treat me. We did nothing wrong to this company. On about 4 different occasions, we went to pick up trucks at this facility mentioned in the complaint and the truck wasn't there. We now rent from [redacted] and [redacted] and don't have any of the problems we have had with [redacted].

Business

Response:

September 15, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our West Central Colorado Regional Office, reviewed the recent comments from Ms. [redacted]. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained we try to accommodate every customers needs to the best of our abilities, but that sometimes means we have had to displace other families due to a late return. Mr. [redacted] and Ms. [redacted] were able to reach an amicable resolution by issuing her a refund for $60 to help offset the inconvenience she experienced. He also offered his contact information in the event she wished to make a reservation in the future, he would be happy to help set that up for her. Mr. [redacted] relayed we will continue to rent to her and the moving company. He assured our office he would also discuss the situation with our GM involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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: 6 weeks ago we moved from CT to SC. We rented a 26 truck with a car hauler. We were promised a newer truck and the one that we got was all beat-up. There were issues before we were out of CT. The truck was leaking power steering fluid, badly needed an alignment, had a front headlight out, the tires were bald and the AC went out as we hit the CT/NY line. The day after we got to SC we returned the truck and voiced our complaints the store told us that we needed to call customer service and customer service told us that we needed to call the store directly (Manchester, CT). I called the store and spoke to [redacted], the general manager. He said that the truck needed to be inspected and he would call me when it was done (I spoke to him on 9/19 @ 12:10pm). I called and left messages every week with no response. I called again today and demanded that he return my call. He did call back and told me that he JUST HEARD back about the truck yeah righthow convenient. He admitted that the truck had no AC, leaking power steering fluid and was out of alignment but told me that there was nothing that he could do because we didnt call the 800 number while on the road. I explained to him that it was an extremely long trip (and we were traveling with pets) and that we called as soon as we could. I also told him that I didnt call because it was explained to us (BY HIM) that the 800 number was if the truck broke down. He brushed me off and said that there was nothing that he could do and that was that. I am beyond angry about the way that we were treated and that we were basically dismissed.

Product_Or_Service: moving truckDesired Settlement: At this point - they admitted that there were issues with the truck and that it was leaking fluids - it was hazardous and we want full refund

Business

Response:

November 29, 2012

Thank you for your

concern for our customers Ms. [redacted] and Ms. [redacted], whose

name actually appears on the rental contract.

Mr. [redacted], our

Manager for Customer Service, had followed up on the information Ms.

[redacted] provided in October. He contacted Ms. [redacted] and

discussed her concerns. None of the issues she experienced with the

U-Haul truck constituted a breakdown requiring service in her

opinion. They did not stop or contact our 24-hour emergency road

service for help or advice along the way. Ms. [redacted] also

confirmed they made it safely to South Carolina. Mr. [redacted] offered

his apology and advised her that his investigation revealed they were

originally given a 20-foot truck but then Ms. [redacted] determined

they needed a larger truck. They were given a 24-foot truck at the

same rate of the 20-foot truck. There have been no similar or

related breakdowns on the truck they rented before or since their

rental. Mr. [redacted] pointed out that they completed their move, which

consisted of almost 1,000 miles, in 2 days and again, never made an

attempt to report any issues with the truck or ask for assistance.

As we value Ms. [redacted] as a customer, Mr. [redacted] offered to send

her a $100 VIP Certificate that can be used toward a future purchase

or rental on the many products and services U-Haul has to offer. She

opted to decline the offer. Mr. [redacted] relayed that a refund would

not be issued and our decision in the matter remains the same.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

[I don't understand what the switching of the truck as to do with anything. The 20' truck was actually a much better truck, it was newer, had working air conditioner and no issues. The problem was when we originally spoke to the Manchester manager, he said that a 20' truck should be sufficient and that if it wasn't to bring it back...which is what we did. It is a non issue. The issues are that we were given an unsafe truck with bald tires, leaking brake fluid, no working A/C and other issues. As I explained to everyone we didn't stop because as the contract was explained to us we could ONLY call the 800 break down number IF THE TRUCK BROKE DOWN AND STOPPED WORKING. While the truck never actually stopped working, it was unsafe. We were in the middle of a heatwave during our move, had pets and an elderly couple with us. We needed to make it to our stops, so we drove this truck.

Yes, the offered us a $100 gift certificate but we would never use U-Haul again, so what good would it have done us. No one that works for U-Haul would have wanted to drive this drive 50 miles let alone the over 1000 that we did.

Regards,

Business

Response:

December 6, 2012

Thank you for your

continued concern for our customers Ms. [redacted] and Ms. [redacted].

In the interest of

customer good faith and in an effort to bring closure, a credit for

$200 has been issued back to the Master Card account listed on the

rental contract. Please be assured we do acknowledge the

inconvenience Ms. [redacted] and Ms. [redacted] relayed they experienced.

We also need to consider they did complete their move and did not

experience a breakdown that would have caused them a delay during

their move. If they had called our Emergency Road Assistance line,

we could have helped them complete their trip without any further

inconvenience. The credit should post on their next credit card

statement.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

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 is not what we wanted but because we are so over dealing with U-Haul we will accept it, providing that it doesn't remove our negative mark for them. If that's the case, we will not be accepting this offer. Also, the credit card that was on file has been closed so we will need a paper check mailed to us .

Review: in the past 2 days they have been calling my cell phone.I have done no business with this company in at least 30 years.there phone calls are unsolisited.my cell phone number is on the federal do not call list.They have broken the law.Desired Settlement: no settlement wanted.this for for your information only.I am going to report them to the [redacted].

Business

Response:

November 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our attention.

I apologize for the inconvenience Mr. [redacted] has experienced with calls made to his phone. I’m sorry I am unaware of the office that is calling his number. If he can provided the telephone number that is calling him, we can research the issue further.

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.

this is nothing at adcept.

complaint with the [redacted] has been filed.

the phone number that kept calling me was [redacted]

Regards,

Business

Response:

Hi Marilyn,

Review: We made a reservation with Uhaul to pick up a truck on november 23rd at 11am. We then received a confirmation email. Upon showing up to pickup our truck we were advised that there was no truck. we saw on the website that there is a $50 guaruntee for trucks not being availible. we were then told there was nothing that we could do. We were offered a truck 30 miles away for 3hrs when our reservation was for 6 hrs.Desired Settlement: Free truck rental and the $50 guarnteed money for missing the appointment

Business

Response:

December 5, 2012

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

Ms. Vicki Powell, our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Ms. [redacted] provided. After reviewing the reservation, she concluded that the U-Haul location Mr. [redacted] was schedule at changed the pick up time, therefore, he is in fact entitled to the $50 Reservation Guarantee Fee. A credit for $50 was issued back to his credit card 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,

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 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: To understand where my complaint stems from, I will outline my business with Uhaul in a timeline:

Sept. 28th- Rent a truck and move my belongings into 2 boxes to be stored at the [redacted] location in Wilmington, Delaware.

Oct. 18th- Call Uhaul and set up to have the boxes delivered to the [redacted]. location in Fort, Collins, CO. At this time I asked the representative what is the latest date that my belongings will arrive. He said the weekend (Oct. 25th). He also said that I will be receiving a confirmation in the mail. This was a Saturday. I did not receive a confirmation email. Later that day, I signed a lease and accepted a job offer which I am to work from home with the assurance that my things will be there by Oct. 25th.

Oct. 21st- I call the Fort Collins Uhaul because I have not received a confirmation. They tell me my boxes will not be there until the 29th. When I asked why, they tell me to call the Wilmington location. I do this (unaware that Uhaul outsources their calls so this entire time I am lead to believe I am talking to people at the actual location). This time I get a rep. Again, I ask why the date has changed and why I was not contacted about it. The rep is unable to answer this and I get transferred to 3 different departments without answers. I ask to speak to a manager, the rep transfers me to the Wilmington location and the person I speak with says the manager is not in. I ask to be called back before the end of the day to resolve this issue ASAP. A half hour before the store closes, I do not receive a call back so I call again and am told that the manager is out for a undetermined amount of time. No one addresses my concerns at this time and I need to ask for a rep to send me an email confirmation for my order. It says my boxes will be there of the 29th.

Oct. 22nd- The manager, [redacted], at the Wilmington location calls me and after expressing my concerns she is unable to explain why my delivery date has been changed. She does not offer any type of suggestions or alternative solutions to my concerns. She simply says “you can just come get your stuff if you changed your mind”. Seeing as I am halfway across the country, this clearly isn’t an option and came off as rather insulting. It was saddening to discover how little my satisfaction meant to Uhaul employees. I ask to talk to her boss. She gives me the phone number of [redacted]. I call him and am asked to call back tomorrow.

Oct. 23rd- I call Mr. [redacted] again. The person I talked to takes my name and number and I am assured I will get a call back. I never receive a phone call.

A few days later- I log into my Uhaul account and see that my guaranteed delivery date has changed to the 30th.

Oct. 29th- I call the Fort Collins location to confirm my belongings will be ready to pick up the next day since, again… I have not received a call or email regarding the status of my belongings. They say they are there. The rep says that I have reserved trailers to transport the boxes (I never made this reservation). She says she corrected it and I reserve a 10in truck to transport my things and set a time I will be there.

Oct. 30th- I call first thing in the morning to make sure things are set. When I arrive, my belongings are on trailers and I have to explain, again, that I am not using trailers. The gentlemen helping comments that Uhaul is not the greatest with communication. When I try to express my concerns to him, he seems uninterested.

Nov. 1st- Via my credit card statement, I see charges to my account that do not make sense. The charges on my credit card that have been unexplained are for $193.68, $96.85, and $211.68. I call Uhaul and speak to a rep who does not know what the charges are for. I ask to speak to a manager. I speak to [redacted]. She is unable to tell me what the charges are for. I attempt, again, to voice my concerns and disappointment regarding my experience with Uhaul. She refers me to write a complaint online and says someone will get back to me in 3 business days. I write this complaint.

Nov. 8th- I have not heard back. I call Uhaul and the customer service rep resubmits my complaint reference #[redacted]. I am told, again that I will hear back within 3 business days.

Nov. 15th- I have not heard back. I call Uhaul, the customer service rep said [redacted] (FC manager tried to call and sent me an email on Nov 12th… I did not receive either. The customer service rep resubmits my complaint specifying on the complaint to leave me some sort of message on the phone or email if they cannot get a hold of me. I am assured I will get a phone call within 3 business days.

Nov. 25th – I have not heard back. The customer service rep resubmits my complaint to both the Wilmington, De an Fort Collins, Co locations.

This experience has cost me not only the (more than) $2000 for my Uhaul move, but over $500 in rent and inconveniences. As well as the unexplained credit card charges.Desired Settlement: I would appreciate an explanation and apology for the distress this situation has caused. I would like a refund for the unexplained charges. I would also appreciate a refund for any and all of the services you provided me.

Business

Response:

December 4, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul at [redacted]. in Fort Collins, CO, followed up on the information Ms. [redacted] provided. He informed our office of a refund check in the amount of $193.68 he issued to Ms. [redacted] on or around November 20th. Our records also indicate a refund for $908.42 was issued on December 3rd back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Mr. [redacted] mentioned he has tried to reach Ms. [redacted] but found her contact number to be invalid.

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 were charged for movers who cancelled with no notice

Uhaul charged us for movers who were supposed to arrive at 10:00. At 9:55 they called and cancelled. When we contacted uhaul about the issue they stated it was an outside vendor and they don't manage their vendors. They wanted to charge us a $99 cancellation fee, even though it's the movers who cancelled and wanted to charge us for new moversDesired Settlement: I want a 100% refund on the movers and rental due to the last minute notice and refusal to help rectify the situation

Business

Response:

May 28, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted [redacted]ers and were advised that both service requests were cancelled and a refund for $225.95 was issued to Mr. and Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.neither uhaul or [redacted]ers has responded to our issues. They only issued a partial refund which did not cover the additional costs we incurred as a result. The first movers cancelled with no notice and the second movers held up my husband for an additional $210 and damaged all of our furniture. Neither uhaul or [redacted] has accepted responsibility or contacted as requested

Regards,

Business

Response:

June 1, 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 Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. & Mrs. [redacted], Your most recent communication regarding your rental has been forwarded to my attention for review and resolution. I understand your frustration and the inconvenience you experienced as a result of the [redacted] you hired canceling on the day of your move. I have reviewed your file and it appears that you have been refunded for your [redacted] expenses. In regard to your request for a refund of the truck rental itself, the truck was utilized to complete your move and therefore I have no basis to warrant a refund as you are requesting. I wish to thank you for contacting us and allowing us the opportunity to respond. Thank you, [redacted] U-Haul Co. of Northern MN

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 rented a UHaul & Autotransport from South Carolina to Missouri. While on the drive, the Autotransport broke down, started smoking and almost caught on fire. I called the help line and Uhaul sent a mechanic out. He informed us that "the ball bearings are shot and we should not have been rented this equipment. We were lucky that something worse didn't happen." He took the Autotransport, and we kept going driving my car separately. I incurred the cost of extra gas (drove my car and uhaaul separately), a hotel room, the autotransport which was defective.

I spent $1,100 on the Uhaul rental in total. The auto transport was almost $300 of that. After speaking with [redacted] (who said he owns his location in South Carolina), I've been disheartened. He has refused to help and has not accepted responsibility

The "face" of Uhaul as he said he was told me that "There is no one else that can help and I will not be helping you further. Are we done here?" He has refused to take responsibility, did not identify himself when calling and instead began the conversation that he initiated with "What do you want?"

My simple request was to be refunded for the Autotransport that broke down. This hasn't ever seemed to be an unreasonable request and I've stayed calm and respectful throughout all of my conversations.

I was repeatedly promised by agents, reps, or social media to be contacted by a specific time (this happened six different times).Desired Settlement: I simply ask for a refund of the Autotransport that was deemed defective by a Uhaul sanctioned mechanic and was NOT used for the trip.

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the auto-transport, Safetow Protection and tax, for a total amount of $302.84, back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I truly thank you for your efforts to help resolve this. It has been an arduous process dealing with them to try and get this matter resolved and you all have helped out greatly. Thank you.

Regards,

Review: I rented a 5x8 trailer to travel across the country. I was informed I needed to have a hitch installed and scheduled an appt during the same call. On October 22, I found out I needed a bigger trailer and called and changed my order to a 6x12. I was told it was fine. On October 30, the night before our move, I was contacted and told I could not get the 6x12, that my car would not be able to pull it. I asked why I was not contacted earlier, there would be 2 cars driving and we could have arranged to get another trailer. The only thing I was told was my car could not pull a 6x12. I explained repeatedly that I understood that but I did not understand why I wasn't informed until the night before. No managers were in and no one could help me. The person I spoke to, Mary, was beyond rude and continually spoke over me even on a three way call when I was trying to explain the situation to another service rep. The next morning I had to go to Brookline to pick up the trailer, my original understanding was it would be at the Mass Ave location. I went to Brookline and was told I could not take the trailer because my brake lights were not connected. I had to go to Mass Ave to have them connected and pick up the trailer.I was suppose to be out of my apt by noon.I did not leave uhaul till 12. I had the landlord, realtor, new owner and lawyer all screaming for us to get out of the house so they could sign the papers for the sale. We didn't leave till 2:15. We had to throw away furniture, shelving, tv stand, 3 boxes of food and several other belongings in order to fit it into the 5x8. After we left, we got pulled over in NY for my brake light being out and received a ticket. Also, the chains had been dragging and causing sparks. I had my car fully inspected before I left. The brake light was fine. When I arrived in AZ to have the trailer unhitched, they informed me that my brake light had been cut. Mass Ave informed me, "file a lawsuit then". There is more but it does not fit, please contact meDesired Settlement: I requested half back. Since then I have received unprofessional calls and over 2 weeks of phone calls and frustration. I traveled from Boston to Arizona. I should have been informed properly on sizes, picked up the trailer, drove safely, and then dropped off the trailer. This has become more than a simple problem and continues to worsen as it goes on.

Business

Response:

November 29, 2012

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

Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] requesting a return call to advise him of a refund that will be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,