U-Haul International, Inc.

Review: I am currently renting a storage unit from U-Haul in Edmonton [redacted]a Canada. I made an extra payment to them in March for my storage unit so I would be one month ahead. Unfortunately that was a bad mistake because U-Haul cashed the money order and didn't apply it to my storage unit. I didn't realize this happen until I received a letter in the mail saying I was behind. I called and explain to them that I was a month ahead but they didn't believe me they wanted to see proof. So I sent them copies of all the cheques and money orders 3 times and now they are telling me it doesn't matter I am still behind and we now owe late charges too. Please help us.

U-Haul

[redacted] ph ###-###-####Desired Settlement: I would like to see that we don't owe anything and the late charges taken off as well.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern [redacted]a, Saskatchewan & NWT regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and because of the confusion with his payments, Mr. [redacted] is writing off the September payment for the inconvenience we caused him. Mr. [redacted] also mentioned that after review the account, he found Mr. [redacted] has a history of making late payments, thereby creating late fees. Mr. [redacted] was advised we will no longer waive these fees.

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.

[Actually I have not been late on any of my payments, The late fees were incurred as a result of an error by Uhaul in applying my payments to the incorrect account. I have mailled uhaul several times copies of the money orders that were cashed by them. However they refuse to take action an apply the appropriate payments to my account .. So in fact I overpaind $30 in late payments fees which should not have been applied to my account. I cannot be charged for late payment fees because error by one of their employees. I have all the records on hand to prove my payments, however on Uhaluls records, one of my payments is missing although I have a recieprt from the BANK shoing that the payment was cashed by the company. Again I have maild this proof to the company several times , but for some reason the choose not to crossreference with their records to fix the situation.. PLEASE take the time to review what I have mailed to you .. do not go by whats on you website ..it doesn't reflect one payment, I have in my possision copies for 8 money orders that were cashed by you .. your records only show payments for 7 money orders. In addtion to mailing the proof , I have even gone as far as to get my son in law ([redacted]) to scan and email copies of all the money orders to MR [redacted] F[redacted]., This has yeilded no response. Actually MR [redacted] F[redacted] ws very dismissive to my son in lay and didnt even want to work with him to resolve the situation.. All I'm asking for is for someon to go throuh the reciepts and copies of money orders we've sent and they will realize that an error was made on U-hauls side. If I was money, handouts or write offs I would let this go right here. however just want the right thing done here. This is bad businesss when you cannot fix your records. even after the proof has been sent.

Again I've attached a copy of the Money order that was cashed by Uhaul but not applied to my account.

This has gone on long enough we need this resolved ASAP.

Business

Response:

September 30, 2013

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 [redacted]a regional office, reviewed the information Mr. [redacted] provided and advised our office he has been contacted by email. A refund for the amount owed to Mr. [redacted] has also been issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[I received an email from [redacted] from Uhaul on 29/09/13 indicating that the issue was now resolved and that a refund would be issued back to my credit card within a few days. Today is the now the 10th october 2013 and to date no refunds have been applied to my credit card from UHaul]

Regards,

Review: I made a reservation on 7/18/2014 on uhaul.com for a 26' truck available for pickup in Granby, CO on 7/31/2014. I received a conformation email stating the reservation has been made along with a "reservation guarantee" stating "when you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as requested. Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50." I did not receive any contact in regards to my reservation until less than 24 hours before the truck was to be picked up, stating there is no 26' ft truck available and that they could issue a 20ft truck instead and add on a trailer if needed. Usually, when a customer makes a reservation for a 26' truck, that means they need a truck that will accommodate that space for moving. If I could of used a 20' truck then I would of made a reservation for that seeing as how it is cheaper. I'm now told, with less than 24 hours notice, that my only option is a 20' truck and 6' trailer which is 300 cubic sq. ft. less than the 26' truck. I'm also told that I do not qualify for the $50 credit and will only be issued a $10 credit for a 300 cubic sq. ft difference in size. This is the worst customer service I have came across from a business. Usually when a reservation is made, especially with a more than adequate time frame, I expect that reservation to be upheld. I don't make a reservation at a hotel just to arrive and no rooms be available to accommodate my family size. And especially not to hear that I'm basically out of luck and take it or leave it. If uhaul is not able to accommodate a reservation, then there should not be the option of making a reservation. We are now stuck scrambling to find a truck with less than 24 hours to do so, because of uhaul's poor customer service and their system of reservations, which does not mean a thing.Desired Settlement: My reservation to be upheld and available with a 26' truck ready to be picked up when it was reserved for, or the $50 reservation guarantee applied along with a reasonable credit for the 300 cubic sq ft difference in size of what they are claiming is available along with the unreasonable short notice and the hassle, not a measly $10 credit.

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 Northwest Colorado and Wyoming Regional Office, followed up on the information [redacted] provided and advised our office [redacted] was contacted and informed of a refund for the $50 Reservation Guarantee Fee. The refund was issued back to [redacted]’s Master Card account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was told to pick up a 20ft truck and a 6 ft trailer the night before our scheduled reservation. Once again, I reserved a 26 ft truck, well in advance, did not receive it, yet am still expected to pay for it. I was told a 26 ft truck was not available at my preferred location of Granby, CO on my scheduled reservation date of August 31, 2014 and there was not one available at any nearby location as well. Considering UHUAL gave me less than 24 hours notice that they could not meet my reservation, I had no other choice but to use the 20ft truck and 6 ft trailer and make multiple trips instead of one trip which is 125 miles one way. We were now stuck driving an extra 250 miles due to this huge inconvience. But to make matters worse, there was in fact a 26 ft truck at the Granby uhual location and was available on my scheduled reservation date of 8/31/2014. I did call the location and verified the 26 ft truck was there and available that day. I was never contacted by uhual. I did contact uhual myself via phone and their [redacted] page and never got a call back. This is an obvious bait and switch tactic and I would like my money back.

Regards,

Business

Response:

September 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Northwest Colorado and Wyoming Regional Office, reviewed the recent comments from [redacted]. She informed our office she spoke to [redacted] and explained she was issued a refund for the $50 Reservation Guarantee Fee due to the fact she did not receive the exact size equipment she requested. In an effort to bring closure, [redacted] issued a supplemental refund for $142 as an adjustment on her rental.

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 reserved a U-Haul on there website, which is confusing , live help also confusing an not very helpful. The corporate corporate that was called, informed my that all cargo vans/ pick-ups must be used on credit card not debit card, but the local store can decide to make there own rules. Which is not stated on the website at all nor and advertisements. The is misleading an very confusing for consumers. I spoke with a supervisor who also stated this statement to me,then tried to offer a 10 ft moving van due back by 2pm Sunday instead of the 24 hour reservation I placed and talked to the live U-Haul rep [redacted] Which is not what I need nor requested.Desired Settlement: List all facts stated to me over the phone or deactivate the website an business!

Business

Response:

November 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] whose name actually appears on the U-Haul rental contract.

[redacted] our Executive Assistant for our [redacted]egional office, followed up on the information Ms. Calci provided. He informed our office he has corresponded with them by email. His most recent email is the following:

[redacted], the manager did tell me that you were charged the $29.95 vs the $19.95, and the mileage. We will take care of that. Please confirm your mailing address , I will send a check of $50.00 for what we term a guaranteed reservation refund. Please keep the $25.00 VIP coupon in addition. Sincerely [redacted] EA U-Haul of ** ###-###-#### PS- if you check your cell log and send me the U-Haul numbers you called I can detail further for management purposes.

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: There is calculation error in my contract bill for the liters of fuel used. There is no adequate correspondence between driven KM and used fuel in L.

I rented 14 feet DC 4509K truck under U-Haul equipment rental contract #[redacted] on November 30th 2012. I was charged for 23.7 miles (42 KM)driven. At the same time I was charged for the fuel usage in the amount of 1/8 (19 liters) of the 151 liter fuel tank. On December 4th 2012 I spoke to Manager of Operations of All Canadian Self Storage Mr.[redacted] and was told to call U-Haul ###-###-#### to resolve this issue. Same day I called U-Haul and was told that average fuel consumption is 1 liter per 4 KM. This means that I was charged incorrectly. In addition to that I would like to mention that the fuel gauge was showing exactly 1/2 of the fuel tank capacity, exactly the same amount as it was when I rented this truck. I was not given any refund proposition in the relationship of the wrongly calculated fuel charges from U-Haul during my phone conversation with U-Haul employee or Manager of Operations of All Canadian Self Storage.Desired Settlement: I would like to get refund for the wrongly calculated fuel charges.

Business

Response:

January 3, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central ON, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience he experienced and advised him of a refund for the fuel charge in the amount of $69.88. The refund was issued back to Mr. [redacted]’s 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,

Executive Assistant

U-Haul International

Review: On August 31st, I checked out a UHaul in Brighton Ma. (A 14 foot truck, when I requested a 17 foot truck, and no furniture pads that I had requested 2 months earlier) I packed up my and my boyfriend belongings in the truck and unpacked them on September 1 and the Uhaul was returned to Uhaul in Somerville, located at 151 Linwood St. On September 4th, I received an email from Uhaul with a receipt that has me checking in my Uhaul on September 4th in Edison NJ with a charge of $220.89. It appears that the Somerville location did not properly check in my Uhaul before renting it out again. I called Uhaul on September 4th and was told someone would call me back. I called Uhaul on September 5th and no one could figure out why this happened and was giving the regional managers name, Ramone, and his phone number to call him. (His phone number is 800-344-2212) I called Ramone on September 6th and left him a message because I was told he was out of the office. On September 7th, I called again and left him a message, still with no one calling me back. I have filed a dispute with my credit card company over these charges.Desired Settlement: I am requesting that Uhaul reverse these charges and someone from a corporate office calls me to explain how this could have happened. I am also requesting a partial refund of $150 for getting the wrong size truck and not the equipment that I requested and for wasting 4 days calling a company that does not have enough courtesy to call a customer back.

Business

Response:

September 14, 2012

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

Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office our Traffic Manager left a message for Ms. [redacted] requesting a return call. It is believed there was some kind of mix up and the truck was given by mistake to another customer that had a different truck and Ms. [redacted]'s contract did not get closed out. A refund for $220.89 was issued back to Ms. [redacted]'s Master Card account and should post on her next credit card statement. Our Traffic Manager, Mr. Ramon Mojica, will go over everything with Ms. [redacted] when he speaks to her.

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: Debit Card TransactionU-HAUL AT AIRLI 7650 A BATON ROUGE LA462007 07/27$48.03 on July 27 I went to.u haul in n Baton Rouge after Picking up a travel trailer We went to u Haul because there a National company that we Have used before. We needed a Travel trailer adaptor to Fit a Ford F-25O for the lights, brakes, Power Ect a common accessory the salesperson & tech was kind of rude but they were_ busy anyway he said we needed a odd looking Adapter the Pat was around $ 8 but he said he would hook it up and he Did Sort of he did Not Mount it he did unscrew a bolt and Put the Ground wire on this took all of 5 min from walking outside to finish.it Was not until he until he handed me the Receipt that saw the $ 40 install charge it was upsetting but it was done so we headed out We were about 30 Miles out of down when we notice the trailer brakes werent working . this Made for a hard drive back to Dallas but we Made it home the next week While testing the Systems we needed Propane so I went to u haul while waiting for them to fill the tanks I was looking at the adopters I then Saw the correct adaptor a Simple Plug that Fits the mounted ford tow package plug without Saying anything to the Nice tech filling the tanks he made the comment what a Mess while looking at the dangling Part the Baton Rouge tech sold us and he asked who did that when I told him Uhaul he took a close look and Made the comment I got a bad deal [not using those words) he also confirmed we just needed the common adaptor all Uhaul stores sell that I could Just Plug In Myself without need for any Installation charges Not that $40 for a single unscrewing of a bolt and leaving the wrong adaptor dangling is Installation in my opinionDesired Settlement: I would like the correct adaptor and refund of the so called installation charge and some Store Credit for the way we were treated by the baton rouge Store we like uhaul and would like to keep being customers

Business

Response:

September 17, 2012

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

Ms. Pam Allen, our Executive Assistant for the U-Haul Company of Southern Louisiana, followed up on the information Mr. [redacted] provided. She sent him the following email:

Mr. [redacted], I would like to apologize for the lack of service you experienced at our location in Baton Rouge recently. I want to let you know we will refund you the cost of the adaptor and the installation. Could you please email me the receipt number so that I can reprint and process the invoice. If you do not have the receipt I can research it if you give me the exact date and the dollar amount paid. Once I receive the information I will be more than happy to process the refund. I am also sending you a VIP Certificate that you can use towards the purchase of the plug you mentioned you were told you needed. I will be emailing the VIP to you in a separate email to you. Thank you for your business and once again I do apologize for the service your received. We do look forward to serving you again in the future. Thank you, Pam Allen

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: I booked a truck well ahead of my move date. I was guaranteed a truck for 24 hour from 930 am on July 28. 3 days before the move, I called to confirm that everything was as planned. I was told I could not pick up the truck until 2:30 that afternoon and had to bring it back by 9:30 next day. I explained that I only had the elevator in my building until 4pm, so I could not do this without help. I asked for them to provide movers just to load the truck in the short timeline I had, or to rent me the dollies for free. They said they would give me $10 off on the truck or cancel the order. As a result, I had to book a truck from a competitor at over twice the price. Fortunately Penske were generous enough to even offer free dollies to me, without me even asking for it.Desired Settlement: It would be nice if they would cover the additional costs I incurred having to book a last minute truck with another company, however, that is very unlikely.

Business

Response:

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

[redacted] in our Toronto, ON Regional Office contacted Mr. [redacted] by e-mail. Ms. [redacted] offered her apology to Mr. [redacted] for any miscommunication at the time of his reservation.

Ms. [redacted] also sent Mr. [redacted] $50 in VIP Certificates 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 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

Consumer

Response:

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

Regards,

I have not received any email from Uhaul. It may be because they spelled my name wrong, or maybe not...

If I got a $50 dollar gift certificate, I would be willing to give the business another shot - although I would certainly not return to the same location.

Thanks for your help with this Revdex.com

Business

Response:

October 3, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Eastern Ontario, reviewed the information Mr. [redacted] provided. She informed our office she obtained a current email address for Mr. [redacted], made necessary corrections and resent the $50 VIP Certificate.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: (Involved location: [redacted])

Originally sent 5/21/13. Had to contact again to get sent to you.Hello my name is [redacted]. [redacted]. I work two jobs, and can only speak on my cell after 4 pm weekdays. After 12 on Saturdays. Please understand, I have been in customer service for over 20 yrs. So I wanted a few days before I decided to contact Uhaul one last time. I do understand difference between a bad customer, and bad service.

This starts with a purchase of a new car I made on 5/8/13. Before I purchased my car I even called Uhaul from dealership to verify I could attach a hitch to vehicle. I traded a 2006 equinox which I had a Uhaul hitch put on 2 or 3 yrs ago. I mention this first for couple reasons. One cause I was very happy with uhaul and service I received at Dryden road. Also because it comes into one issues I had with my recent dealings.So when I called back to uhaul the same evening of 5/8/13 to set appointment to have a hitch on, I explained I needed on before following Thursday, due to a commitment I made to my parents to use my 5x7 cart to retrieve cargo from Cincinnati, and take back to [redacted]. I made an appointment for Friday 5/10/13 at third st store. I wasn't really up to go to that area, I preferred Dryden rd again. I was informed it was closest to me that had parts available, except the Cincinnati area. So I said OK, and gave a $50.00 deposit. On Thursday 5/9/13 I was speaking to a uhaul rep. who contacted me, while I was changing for jobs. She was trying to let me know something, then I got second call, I thought might be my job so I flipped over, it was [redacted] from the Store. ( Did not know at time he was main manager). He was very abrupt and quick toned. I was trying to change and eat. He started telling me all kinds of stuff. My parts aren't there, he had hitch not lighting, I was like what hold on,uhaul on other line, I don't understand what everyone telling me. I said I would have to call him back I as on other line with uhaul. [redacted] was like I'm the store I don't have your parts, that if I wanted on Friday, I was going to have to pay shipping, wasn't there problem. I told him I'm not paying shipping, ill got other store in Cincinnati, he jumped in said it was over 160 miles nearest has parts, I said didn't know what talking, I was switching back to other uahul line, i'd call him back. I switched back over explained what was happening. I was eventually transferred to a customer rep in customer service. I believe it was [redacted]. I talked to so many people I lost track. Some where rude and some where like and what do you want me to do attitudes. I wanted my hitch on before next Thursday. This lady was only person in my entire dealings with uhaul that I felt took my problem on to try to fix. If I wanted to wait later on parts I would have gone to Dryden rd. its 3 minutes from my house. Eventually after a lot (crap). I was called by assistant mgr [redacted] that they would have parts sent, my hitch would be completed by time I needed. Monday hopeful, Tuesday for sure. I said jokingly, that if wasn't, they would be lending me a truck to take 20 small boxes to my moms. No one agreed or disagreed to this. So assume would cross that if came to it. I know the routine. [redacted] was an as, [redacted] was suppose to smooth over. I let it happen so. I went down Tuesday after I confirmed Monday that I had an appointment. Because no one was calling me after said would, excuse was I was on list to call yet. It was after 4 when I called myself. I went to appointment at 4:45 Tuesday. [redacted] was very quick to leave my presence, [redacted] took care of me. ( so back up to when [redacted]. called to smooth over)We spoke on phone ([redacted].) I thought he understood me, when I explained I had 2006 equinox, we discussed whether I could transfer that onto this 2013 Camry. They were both class 3 hitches. He said they were different due to underneath. I said OK. they asked if I needed hitch an balls. I said noDesired Settlement: DesiredSettlementID: Refund

Refund of Labor cost $110.00. Stated in above letter, I tried to contact several people and times, outside main gentleman dealt with. Noon responded at all to anything. Also as stated if they don't bother, Next buyer beware.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of SW Ohio, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email and advised her of a refund for $110 for labor charge as requested.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Reservation made for a moving truck rental on 8-31-13. Received an email from UHaul, "We have a 17' Moving Van reserved for you and guaranteed Saturday, 8/31/2013 at 7:00 AM, returning Sunday, 9/1/2013 at 7:00 AM. We are located at [redacted] and our phone number is ###-###-####.". Later, I received another email from UHaul saying that the location for my reservation was changed. I had made all arrangements, including hiring movers to assist, so I was rather disappointed to be told upon my arrival (9AM) at the UHaul center that they did not have a truck for me for the scheduled time (24 hour block) but that I could take a truck for 7 hours. Since I am moving a 3 br house by myself this was not a viable option for me as I would not be able to complete the move in that time frame. Upon hearing this, the rep told me that he couldn't rent the truck to me since I wouldn't have it back in the specified time frame. I called UHaul corporate and they informed me that 20 miles away in another UHaul location there would be a 24 hour rental available starting at 4:30pm, a full 9 hours later than my reservation. The rep also told me that the same location had a 17 ft truck reservation unfulfilled due to a customer's failure to pick up the truck as scheduled. They invited me to go out to that location and pick it up for a 24 hour rental. I drove 20 miles across town to the other location to be told, "I'm sorry, but basically the representative on the phone LIED to you because if I rent that truck to you for 24 hours then someone else with a reservation in the middle of the day will not have a truck."

I am familiar with UHaul company policy that encourages the reps to overbook their rentals to maximize their revenue. They seem very well trained in telling you that your whole move will have to be inconvenienced (at your considerable expense) because they operate with unethical practices. Moving is a stressful experience and is also very expensive. When movers are scheduled and have to be paid regardless of whether or not you have a truck, when landlords expect tenants to vacate a unit on time for the new tenants, when plans are made and destroyed by a company's policy designed to maximize their own revenue stream, then this company does not deserve to boast membership in the Revdex.com. Though I understand that this is a busy time of the year for UHaul, I simply don't feel that their very competitive prices justify their methodology. Today they have completely destroyed my move and I don't even know yet how much money that this will cost me. I never even heard a single representative apologize for the mix-up, underlining the commonality of these occurrences with that company. I have never been treated with such little respect or even common courtesy as I have today.

Review: Our 6 U-haul U-boxes were to be delivered from [redacted] to [redacted] almost 3 weeks ago. We have been able since the second day after dropping the filled U-boxes off at U-haul to establish that they in fact have our 6 U-boxes. For the last 3 weeks we have only been given the answer, "I will check and let you know". No one calls us back. We of course are being caused great distress and detriment since all of our home is in those U-boxes. We cannot get established in our new home while our files are in the boxes. Had we known U-haul would lose 6 U-boxes on the second day...we would have hand carried all files. Our furniture, winter clothes, kitchen, family heirlooms, our home basically is in those 6 U-boxes. No one will tell us where they are nor does anyone pick up the phone when calling. The [redacted] number is no better. They pass us off to the "U-boxes" department only to have no one answer. You are instructed to leave a message but no one calls you back. PLEASE HELP!!! Winter will be here soon and we have none of our winter things. Not to mention a bed, couch, etc. This is terrible service!!!!

cc:

Letters to the editor

News stations

[redacted]Desired Settlement: WE WANT OUR U-boxes WITH THE CONTENTS OF OUR HOME DELIVERED ASAP!!!!

Business

Response:

July 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Florida regional office, followed up on the information Mrs. [redacted] provided. She informed our office the delivery of the U-Boxes was two days late, therefore she is honoring the $50 per day per box, which is a refund of $600. They were also charged another month of rent for the four boxes that should not have been charged as they moved out on July 7th. An additional $411.79 will be refunded. Ms. [redacted] spoke to Mr. [redacted] and advised him of 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,

Executive Assistant

U-Haul International

Review: I sent the below letter to U-Haul on 8/16/14 explaining the incredibly bad customer service I received. I stated in my letter that I would not contact the [redacted] because I at lease expected a response back. I have not heard anything back from U-Haul. Apparently even at the corporate level they do not care about customer service.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~...⇄ />
I’ve just had the worst experience of my life in dealing with a business. Before going into the details of my experience I would like to say that I’ve been a loyal customer of U-Haul for many years. I’ve had every hitch on my vehicles installed by U-Haul, rented trucks and trailers and have always had a very positive experience. Up until now that is.

On 7/30/14 I personally stopped into the [redacted] NY, [redacted] U-Haul and made an appointment for 8/7/14 to have a hitch and wiring installed on my brand new 2014 Pathfinder (2 weeks old). I received a call 2 days before my appointment saying that my appointment had been moved to the following day due to a scheduling conflict. I know there wasn’t any conflict when I originally made the appointment because another U-Haul location confirmed I was booked first. I called around to see if another location could do it on the original scheduled day because I had arranged time off from work and a ride. No other location could get me in so I decided to go with the new appointment on 8/8/14 at 2:30 with the [redacted] location. I had to re-arrange time off from work however I could not line up a ride so I figured I would wait.

I arrived for my appointment on 8/8/14 at 2:30 PM. I was made aware by the mechanic doing the wiring that during the wire installation my left tail light stopped working properly. I waited until 7:00 PM at which time I was told they did not know what the problem was and that I would have to take my vehicle into the dealer to have the problem fixed. Before leaving [redacted] (asst manager) wrote a letter stating that when I arrived the left tail light was in good working condition, and that I would not be paying the invoice until I have assurance that U-Haul would be paying to fix the damage caused by the mechanic to my vehicle. We both signed and dated the letter. I was told to come back the next day to speak with the general manager as to how to proceed to complete the installation and return my car back to proper working condition. I left U-Haul that evening with the wiring installation not completed and my vehicle damaged after waiting there for 4.5 hours!!!

I came back the next morning 8/9/14 and spoke with [redacted] the general manager. [redacted] was very uncooperative from the beginning of our conversation. Never once did he apologize for the botched installation or for my inconvenience. [redacted] was only focused on one thing –that I pay the U-Haul invoice in full. I told him I wasn’t going to pay for a service that not only was uncompleted, but also damaged my vehicle. I left and made an appointment with my dealer to have my vehicle fixed. After I made the appointment I called [redacted] back to let him know of the appointment and that I would be back after my vehicle gets repaired to pay the U-Haul invoice and to also submit the dealers invoice for the repairs so that we could start that process. He became enraged and started yelling over the phone that I need to come back in right now and pay his invoice in full. I asked him to please stop yelling, he did not, so I hung up on him. He called back immedialy and left a message stating that if I was not back to pay his invoice in full within one hour of this message he was going to call the police and have me arrested. I immediately drove to the [redacted] police station to talk with an officer. The officer re-assured me not to worry and that I would not be arrested. The officer offered to stop by and talk with [redacted] to let him know I would be back to pay his invoice after I determine what the damages to my vehicle were. The officer called me later that day saying he did stop by to talk with him. [redacted] insisted to the officer that he wanted me arrested, however the police officer informed him that wasn’t going to happen. The officer suggested to me that I have a police officer present when I return.

My vehicle was at the dealer for two days because they had to order a part. As a result I was without a vehicle for two days and had to depend on other people for rides to and from work. This was a great inconvenience to me and the other people I had to depend on. The dealer also had to remove all the wiring that U-Haul installed due to improper installation. At that point I did not want U-Haul to touch my vehicle again so I paid to have the dealer install the wiring (on a separate invoice not submitted to U-Haul for reimbursement). As promised as soon as my vehicle was fixed my wife and I headed over to the [redacted] U-Haul location to pay the U-Haul invoice (minus the wiring charges) and to submit the dealers invoice to fix my vehicle. Along with a police escort.

I would like to share a positive point. I had called around to other U-Haul locations because I wanted to find someone other than [redacted] I could work with at U-Haul. I eventually got connected to a regional director named Katie. Not sure of her last name. Her phone number is ###-###-####. She made the process of me getting reimbursed for my damaged car incredibly fast. I cannot thank her enough for all her help!!!

I was seriously thinking of contacting the [redacted] to fill out a complaint, however I decided against it. I feel U-Haul as a whole is still a good business and I would not want to hurt the other indivual U-Haul locations that actually do care about their customers. However with that said, as long as [redacted] remains at the [redacted] location I will never step foot in there again. I will also advise all my family and friends to avoid that location as well.

In closing, [redacted] the general manager at [redacted] came across to me as a very unstable, unreasonable and hot headed person. It is pretty obvious to me that he is not suited to be in any type of customer service position and should not be allowed to interact with U-Haul’s customers.Desired Settlement: Would be nice to at least get an apology. Some money credited back due to all my inconvenience and the stress with the threat of being arrested would also be nice.

Business

Response:

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

[redacted], our Executive Assistant for our Western [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good afternoon Mr. [redacted], I am writing to you in regards to the recent [redacted] complaint you issued. We did speak throughout this process, I was the representative that processed your refund and handled your complaint. I do apologize for the issues that arose from the wiring installation at the U-Haul of East Ridge Rd Center. I did take note of your complaints with the General Manager at that facility and the Marketing Company President did handle the situation accordingly with him as well, your complaints about him were not ignored. We have already refunded you the cost of the repair and we only charged for the hitch you kept along with the hitch installation labor and the warranty. All of this was agreed upon in our conversations. We cannot extended anymore refunds but I can offer a $50.00 VIP which has been emailed to this address. This gift certificate is valid for 2 years and is good for any product we offer including propane, truck/trailer rentals, storage, boxes, moving help and more. This can be used in any U-Haul Center in Canada or the USA. Once again I am sorry for all the issues and conflicts that arose from the initial install and your complaints in regards to the General Manager have not been ignored. Thank you, [redacted] Executive Assistant U-Haul Co. of Western [redacted] Office ###-###-#### 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,

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,[redacted]

Review: U-Haul Rental: Wednesday 3/4/2015Contract Number: [redacted] have a substantial claim again the U-Haul at [redacted] - ([redacted]). The location's Manager's name is [redacted] and he charged me twice for a Auto Transporter that I paid for but never received. I plan to also place complaints with the U-Haul Company itself for this manager for his rude and unprofessional behavior when I requested my refund for the first Auto Transporter. It is only when I returned the truck to the Drop-off Location of [redacted] as my family has moved there. The Representative at the receiving desk looking at my contract account with U-Haul, saw that I was being charged for TWO separate Auto Transporter one of which I was refunded $200.00 and the other was placed on my account and refunded back to me for the approximately the same amount and I would appreciate my refund back for the second Auto Transporter. Why this Manager over charged me for something that I didn't use nor received I have no idea but I am requesting that the Revdex.com open an investigation for my claim. I also let the Manager know that I am A Diabetic and Disabled, so I needed the Auto Transporter and when I went to retrieve it after calling the location to make sure that they were still open and confirmed with U-Haul they were going to be open until 7:00 pm; we arrived at 4:15 pm my son and I found there were no employees on the premises. I explained this because health did play a factor in placing a reservation for the Auto Transporter (which again was never received and charged twice and only refunded FOR ONE).Desired Settlement: I would appreciate a refund for the money that I was charged for the Auto Transporter and also U-Haul attention bought the Manager by the name of [redacted] for his unprofessional and rude behavior while on the phone with as I requested the first refund. He over talked me, interrupted me and accused of things that I didn't say. I will not recommend people use this location for U-Haul as the return offered me much more of a profound look at my Account Contract and offered a feasible solution.

Business

Response:

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our Metro DC Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She explained to Ms. [redacted] that her contract was only modified to replace her original AutoTransport number with another one that she was to pick up on March 5th. There was no additional charge for the AutoTransport, therefore, the $200 refund our GM processed was correct. Ms. [redacted] advised Ms. [redacted] of a refund for the $50 Reservation Guarantee Fee. She also offered her apology for our GM’s unprofessional behavior and assured Ms. [redacted] the issue would be addressed.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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. The Business has already completed the return of the additional $50.00 refund and reassured me I was not being charged for TWO Auto Transporters. I consider the complaint resolved.

Regards,

Review: My husband and I rent a U-Haul from a location in Revere, Massachusetts on Saturday, July 28th to assist us with our move. This was supposed to cost somewhere around $65 when all was said and done. At about 8pm on that day, the rented U-Haul broke down and would not start back up. My husban, [redacted], called U-haul's customer service line and was told that a tow truck would be called and that he would receive a call back with the next steps (as we still had belongings in the truck). A tow truck came but [redacted] never received a call back. It was now 10pm and he was forced to have the truck towed to our old apartment and left overnight in a vacant lot (unlocked) with our belongings inside. The next morning he contacted U-Haul again and, after receiving a lot of grief from the desk associate at the individual location, was able to get a much smaller truck for the day to be able to finish our move. After several more phone calls to and from U-Haul's customer servie line, [redacted] and I were assured that we would not be charged any of the 3 pending fees that were showing on our bank statement. Today, I checked my account and found that, not only had all 3 fees (totaling $231.50) gone through - but they had also caused my checking account to overdraft - prompting $70 in overdraft fees.Desired Settlement: I want my $231.50 refunded immediately and I want to be compensated for the $70 in overdraft fees that U-Haul caused my account to be charged.

Business

Response:

August 16, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mrs. [redacted] provided with her Area Field Manager, Mr. [redacted]. Mr. [redacted] sent Mr. [redacted] an email offering his apology for the inconvenience we caused and explained, in addition to the credit for $115.33 for their 1st rental issued on August 9th back to their Visa account, he issued a supplemental credit for $81.60 to cover the overdraft fees and 10% off the second rental. Both credits should post on their next credit card statement. Mr. [redacted] included his telephone number in case they had other 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

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: Worst experience I've ever had in terms of customer service. Have already filed a complaint with U-Haul.

I scheduled an appointment to have a trailer hitch installed on Saturday April 26, 2014. The average install time is between 25 and 30 minutes according to most body shops and online forums and was told it would take approximately 30 minutes to install, no more than an hour upon arrival. After three hours it was still not completed without anyone updating me on the situation. If this had been a restaurant the bill would have been comped by the manager. When asking the manager how long it is supposed to take, she changes her story to between one and two hours..changing from what we were told when we got there. The incompetence of the [redacted] location is absolutely unacceptable and they should be ashamed that this is representative of the U-Haul franchise. I will be following up and will place my review on every social media site and telling my personal experience to anyone who asks. They have lost my business and I will take it elsewhere. This is unacceptable.

On top of that the manager says that the mechanic is "trying" to do things. FYI trying is not a term I ever want to hear when someone is supposed to be certified to do something on my vehicle. We will be taking the vehicle to another mechanic to ensure that the install was done correctly and if not will be pressing charges.Desired Settlement: Refund.

Business

Response:

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at Monroe Street, followed up on the information Ms. [redacted] provided. She informed our office a refund for $58.80 was issued to Ms. [redacted], which is the amount of the service.

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 first called this company on a Monday to ask about renting a 6x12 cargo trailer and was told there was one available for rent. I explained that I would be there Saturday morning to pick it up. When I went in Saturday morning they helped the person that walked in after me first. When they got to me they told me that if I had not reserved it that it would be a problem. I explained I had called and no one told me I had to reserve it. I later went back and rented a 17' truck. I was charged $212.80 which is ridiculous. I was told this was just a hold. WHen I returned the truck I got a call the following day at 1:02pm telling me that if I was not there before 1:30 they would charge me extra because the gas was not filled up exactly to 1/4 a tank. By the time I got the message my card had already been charged. COme to find out they charged me two days of rent and two days of insurance. I had to call corporate to find that out. They stated they would refund me that portion but that they couldn't help with the gas charge because it wasn't exactly at 1/4. Who rents a truck at 1/4 a tank. It should be full and it should be returned on full, otherwise it is hard to get it exactly to where it was when you picked it up. I put $15.00 back in right before returning and I only drove it 80 miles. I am absolutely shocked at the rudeness and lack of customer service this company provided. I will never go back and will tell everyone else not to use them. I do not appreciate threats or being treated like a thief. Something needs to be done. I would have been more than happy to come drop off more gas had I been given more than 28 minutes to bring it and I assure you it had to of been very little gas that was owed. I would love to see that receipt.Desired Settlement: $30.00 refund

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $30 back to the [redacted] account listed on the rental contract. 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,[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: I've used U-Haul for years, whether its moving my home or when I'm opening new offices. This is the absolute last time. The staff could have cared less, and was absolutely lazy. When we showed up nothing was ready even though I had done the early registration online. I had to load the pads up myself, no one walked us around the vehicle and that is where my troubles began. Like every other 24 ft. truck I've rented this one was older and not in the best of shape. Its a moving truck, as long as it can get me from point A to point B that is all I can ask for, I thought. So we drive off to the pickup the load in Mt. Greenwood (Chicago). Load everything up in about 1.5 hours. Leave for Orland Park to drop everything off, about 20 minutes away. Unload everything in about 1.5 hours and head back to Alsip to drop off the truck. My crew consisted of myself, three friends, two Chicago police officers. We drop the truck off, only one person from the morning crew was still there, everyone else is new. Check in the truck everything is fine. Walking out to my car and out of nowhere a girl comes running out of the office covered in Tattoo's saying that damage wasn't there before. She knew exactly where the damage was, even though she wasn't out there until that moment, strange. So now were being told we are responsible for the damages!! I explain to them that the damage wasn't from us, this type of damage would have been caused by some sort of side impact. Supposedly the gas tank was leaking as well. Here is the kicker, you have to return the truck with the same amount of gas as when you picked it up, in our case half a tank. Well it was at about 5/8 when we picked the truck up and when we got back to the store we had finally hit half a tank, so we never even needed to get gas. So if there was a supposed leak, how did that work out, this whole thing is a scam. When we went back to get more info they wouldn't tell us anything. We did purchase the insurance, but supposedly that doesn't cover this type of damage. I would assume that by how lax they are, there was someone that missed this when the truck was returned before. Most likely the same girl was responsible for that oops, that is now trying to say we caused the damage. The whole thing is absolutely disgusting. U-Haul as a company should be embarrassed.

Product_Or_Service: Moving Truck Rental

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

No insurance claim, no accident and complete clearing from this. I was told insurance I purchased from them won't cover this as well, and that I'm responsible, I want this to be resolved as well. I would also like an apology for the way I was treated, though I doubt that will happen. There employment practices should be looked at closely, something isn't right there.

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Chicago South and SW Suburbs regional office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s concerns are being handled by RepWest Insurance Company. They will be back in contact with him soon.

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:

No one has reached out to me, or even attempted to resolve. I've tried contacting U-Haul directly have left multiple messages, and received nothing.

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

Regards,

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 have not received a call from anyone at RepWest Insurance, nor have I received a call from anyone at U-Haul. I have spoken to one customer service rep since my rental and that was again me making the effort out of frustration. They charged me for the rental, but then the next day credited me for the full amount. Now there saying I owe an additional $30 because I didn’t pay my bill. I have a paid in full receipt and when I spoke to the customer service rep, she said she has seen this happen before and that I would need to speak with [redacted]. I’ve left messages and no one has called back. In addition it was suggested that I just say the accident occurred and make something up by the staff when I returned the truck. Otherwise the insurance wouldn’t pay. I’m an insurance agency owner, this is fraud and I find it disturbing that they suggest I just take the fault for something I didn’t do. This will affect my driving record as well, which is pristine to date. I’m very frustrated with the way UHAUL is handling this. I would like in writing that they are going to drop the damage charges. I will pay the bill again but I won’t pay an additional $30 because there employee made a mistake. So here is the resolution I would like:

1. Drop the damages charges on the vehicle

2. I will pay the agreed upon amount, which I already did once and they credited back to me. I will not pay a $30 fee because they made a mistake

Thank you for your help.

Regards,

Business

Response:

March 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company regarding the recent information Mr. [redacted] provided. They informed our office damages were covered by the purchased Safemove Protection, therefore, any charges for damages will be removed from the rental and only the rental fee will be applied.

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:

The issue is, that I have never received a call from the insurance company. I own three insurance agencies, I understand how insurance works. This means that I will have an at fault accident on my record for an accident I was never part of. In addition I have a claim on my clue report now, again for something I didn't do. It was very obvious that this was an employee trying to cover up for not inspecting the vehicle the last time it came in. I'm not willing to be part of that. In addition this is insurance fraud. I was told the insurance wouldn't pay unless I accepted fault, which I have not. I would like a call from the insurance company as well as U-Haul. In addition as I mentioned I'm willing to pay the $106.xx but not a cent more. There trying to charge me a thirty dollar fee. I have a receipt showing I paid $106.xx, but they actually debited my account for $122.xx, then refunded that amount the next day. I'm very frustrated by all of this, and am not willing to be part of insurance fraud. I have a statement from them showing the insurance will not pay, because I wouldn't accept fault. I want a call from the insurance company as well as U-Haul before I'm willing to pay them.

Thanks,

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

Regards,

Review: 2 uhaul boxes were scheduled for delivery on sat April 20. On Friday April 19 I received a message stating my delivery would not arrive until Sunday no later than 10AM. On Sunday the delivery did not arrive at 10AM. I called the uhaul location and no one was in the office. I called customer service and they said 'we can't find your contract". I was transferred again then to they found my contract but could not find out where we're my items. Over an hour later I received a call from a different location stating they would "do the other location a favor and deliver my items" but could not give me a delivery time. I lost money for the movers I hired for sat and Sunday.Desired Settlement: Given that the items were not delivered as indicated in our agreement, and that I lost money for the movers I hired on Sat and Sunday, I want uhaul to refund the delivery fee of $744.00

Business

Response:

April 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

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

'Mrs. [redacted] First off I wanted to apologize for the mistakes made on your Ubox rental. We will learn from this and improve our service . I am e-mailing you to verify that you received a credit to your card. I have an e-mail in hand stating that you called into our corporate office to confirm that you did in fact receive your credit. '

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: Hello, I placed and order on 7/27/13 with U-haul for a u-box to be shipped from Lompoc CA. to Nampa ID. I was told it would take 5 to 10 business for shipping and the box was not water proof. After being loaded the u-box was returned to the Lompoc CA. location for shipping on Saturday 8/10/13 and I was told it would be processed on Monday. Knowing the trip takes about 16 hours I called the next Monday 8/19/13 to check the status of delivery and was told the u-box had not shipped yet. After being transferred to 3 different U-haul representatives I was told the u-box would ship that Monday 8/19/13 and would arrive in Idaho on Friday 8/23/13. With no contact from U-haul I went to the Idaho location Saturday morning 8/24/13 only to find out the u-box had still not shipped from CA. After calling the 800 number for U-haul and raising a ruckus on the phone I was told it would be shipped over night and arrive Sunday. The u-box did arrive on Sunday but had been shipped on a refrigerated truck. All of the personal belongings had been frozen along with condensation soaking all the cloths, pictures, personal documents, electronics, cosmetics, and furniture causing damage to the items listed.

I spoke with Able at the Lompoc location in CA. on 8/24/13. I told him I didn't know what they could do to make this right because I had not received the u-box yet. After receiving the u-box and discovering all the damage I have contacted U-haul several times trying to get this resolved and am now being told I have to go threw a 3rd party insurance company for damage to my items with no response as to reimbursement or any kind of compensation for there very poor costumer service and incompetence in doing what I paid them for. I have sent a list and pictures of the damaged items to U-haul. I do not believe I should I have to deal with a 3rd party insurance and get the run around from them as I have from U-haul. I was not told the u-box would be frozen or given any other options.Desired Settlement: I would like a 50% refund of the service and compensation of 950.00 for the items damaged.

Business

Response:

September 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 [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She is ready to offer a refund in the amount of $530 for the shipping and would also like to provide him with the telephone number for RepWest Insurance Company if he wishes to file a claim for damages.

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,

I have received contact from both U-haul and Repwest insurance and we are working on a solution to the issue at hand.

Review: I was a perfectly happy customer until the bald, middle-age customer service representative (or manager) scolded at me in disrespect.The parking lot in front of their office was small with only about 6 parking spots and an entrance/exit of about 1 highway lane wide. I was sitting in my car making a phone call to a friend who would help me move, and this man, who was driving a 14'' Uhaul truck, yelled at me in an attempt to back out of the parking space without any explanations. I was in a phone call, so I gestured him to go ahead and drive out. What he did was he stopped at the entrance/exit of the parking lot and blocked more than half of the entrance/exit, as a result, I cannot backup nor exit since the truck was in my way. I went out of my car and asked him if he could move. His expression was filled with anger and scolded me: "Now you can't get out huh? And NOW I have to move my truck because of your actions! You have no considerations for other people!" The facts are:1) He did not tell me he was going to block the entrance. If I had known, I would hang up my phone and leave immediately. 2) The phone call was only 1 minute, and he scolded at me for not considering other people. Just because his business is here does not mean he can do anything he likes with his truck and disrespect other people. He seems to be the one who does not have considerations for other people.I believe I was a very respectful customer since I did not say anything back to him for yelling at me. I just drove off and left. I do not want to be as ignorant as he is. I'm reporting this experience to Revdex.com because I want others know whose hand this company is in. I have never met customer service representatives with this kind of attitude before. For the record, I will not come back to do business with this particular branch again, even if it means that I have to drive farther to rent a truck.Desired Settlement: I would like an apology letter.

Business

Response:

August 31, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western Sacramento, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience they experienced with our dealer in [redacted], CA. Our U-Haul dealer in question is an independent businessman. We do have a regular program for counseling with dealers to give them the benefit of our experience in successful U-Haul service. As independent businessmen, they are free to accept or reject our suggestions in accordance with their own independent judgment. Please be assured the matter will be discussed with all involved and corrective action taken as necessary. Ms. [redacted] suggested an alternate U-Haul location in [redacted] and as we value Ms. [redacted] as a customer, Ms. [redacted] sent her a $25.00 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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: [redacted] price was charged in US [redacted] without notification to customer that the price was not in [redacted] purchased 9/25/14. Item #[redacted].Service rep: [redacted] (?). The pkg indicated the price was $11.95 but we were charged $17.95 and told that was because the price on the pkg was US funds. Bought 3 of them for a total cost of $61.98 [redacted]. Paid cash.

There was no signage in the store to indicate that price were in [redacted]. There was nothing on the pkging of this item to indicate that it was in US [redacted] nor was there anything on the display to indicate this. We returned on October 4 2014 to inquire why we were charged this amount and were told by the employee ' We are an [redacted] Company. We can do what we want' We inquired if all of the articles for sale were for sale in US funds and were told 'No. Just some things'

There was no signage in the store to indicate this bizzar pricing policy. At the very least it should be brought to the attention of customers. Following that company/clerk's logic we should be prepared to buy a Volkswagen in Euros just because it is a German Company!Desired Settlement: We want this company to display their pricing policy in big, bold letters in several places in the store for the edification of the unsuspecting customer. If they are going to price their items in two currencies the customer deserves to know this.

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:

[redacted] I appologize for the issues when purchasing your lock. Please send me your credit details and I will refund the difference to you, or you can stop in with your debit card. [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