U-Haul International, Inc.

Review: This complaint concerns confirmed order #[redacted].

the reservation was made online and "confirmed order" e-mail received containing language: "A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment". My estimate of the total cost of the rental is about $900. A week prior to the rental start date I received this e-mail:

"sent email from first class

Good Afternoon, I am contacting you to inform you of what we will have available to help accommodate your move.

The rate for our trucks will be $ 2825.00 this rate will includes 12 days and 300 miles

The rate for our Covered Trailers will be $1412.00. This rate includes 12 days.

If you have any questions or concerns you may contact me @ ###-###-####. Thank you kindly

[redacted]"

(note: without any official looking banner and poor punctuation and grammar I assumed this was a fake e-mail and did not respond).

I then received a phone call from this number laying out the new deal.

I spoke with a central reservations rep, who was frankly stunned and had never heard of such a price switch. she referred me to the regional office. I spoke with a rep there and then the assistant manager there and they repeated that they had no intention of honoring the original "CONFIRMED ORDER". Mysteriously and disturbingly they could A) locate equipment and B) provide service for the confirmed dates - but at roughly 5 times the total cost. Various explanations were forthcoming (eg mine was not a CONFIRMED ORDER but merely a request, the found equipment was 'better' compared with the local rental equipment which 'might break down if taken far', a discount of around $300 might be offered).

Needless to say I was extremely frustrated and arrived in Reno with no support. Through a great deal of effort and luck my group found a really nice local guy to rent us a truck, at a total cost of $1,250.Desired Settlement: First and foremost I require U-Haul to change the web pages on "confirmed orders" to include in BOLD type the verbiage "we'd like to have your business and we hope we can help you out, but we may completely blow you off or may simply increase the charge to you by up to 5 times". Using either the terms 'order' and 'confirmed' are EXTREMELY MISLEADING. Further on the 'cost estimate' page there needs to be additional bold type indicating same unilateral disclaimer.

My experience incurred an estimated additional cost to me of $350. I want that money back.

My very best regards to the Revdex.com, [redacted]

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of East Sacramento, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Good morning, We have received and thank you for your feedback regarding your recent U-Haul reservation #[redacted]. I have reviewed the details including the notes of your emails and conversations with the representatives From our office here in Sacramento who handled your transaction. U-Haul appreciates your candor and your attempts to do business with our organization. We apologize for the manner this was handled. this in no way properly reflects the goals or directives of our company. I have authorized a voucher for $150 that may be used towards a future U-Haul rental. This Voucher is good for up to 2 years and is fully transferrable. Please feel free to assign this to a friend or family member who may need our products or services in the future. U-Haul does appreciate your patronage, we hope we can serve you better the next time you allow us to serve you.

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 certificate for $150 partially satisfies my concerns. I would like to see the reservations website reworded to reflect the tentative status of so-called confirmed orders, but I am realistic enough to know that this is unlikely to happen. I do thank the Revdex.com for it's help and influence,

Sincerely,

Review: I recently rented a uhaul to move my belongings to va beach. The lady who processed my order mislead me. She said va beach was 20 miles from prince George. I told her that was wrong. Then she spelled my name wrong. Any way when I returned the truck back,on wed march 4 2015 that evening no one said anything to me about more charges. They took the keys, and I left. Now as of yesterday,march 9 2015 I receive a notice from my debit card that $534.00 was taken out from uhaul. I did not authorize this. I called them on march 10 2015 to find out why this happened. They told me that I had gone over my mile usage and this was the fee I had to pay. I feel this isnot right. The lady who processed the contract for the truck, did not explain to me about mile usage, and if I go over. I feel that I am entitled to my money back they took out. A man named kevin, said there was no way I woukld get my money. this is why I am writing you. Can u please help me get my money back. Now I have to find a way to come up with $534.00 for rent since uhaul took it out. My daughter, my grandson, my son, and I might become homeless because of tjis. Please help me. I have delt with uhaul before, and this has never happened. Thank you, and I hope to hear from u soon.Desired Settlement: I would the full $534.00 they took out. To be refunded to my debit card they have on file.

Business

Response:

March 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office located out of Portsmouth, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] rented a U-Haul truck in town and advised our CSR she would be using approximately 20 miles to complete her move. She never mentioned she was driving to Norfolk from Prince George, which is about a 200 round trip. She tried to drop the truck off in Norfolk although she signed the contract agreeing to bring it back to the same renting location. Only after being told the extra cost to drop the truck off in Norfolk did Ms. [redacted] decide to return the truck as contracted. Mr. [redacted] relayed that Ms. [redacted] signed the contract electronically, which means she had to approve all of the estimated rental charges before completing the rental agreement. Therefore, she was aware of the mileage fee. Mr. [redacted] added, as he previously stated, a round tip rental from Norfolk, VA to Prince George, VA is roughly 200 miles. Ms. [redacted] drove 722 miles with the truck. We normally average a round trip to be within a 50 miles radius. A refund is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

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 Man is lying. I never tried to drop the truck off in Norfolk. I do not even know how to get to Nprfolk. These people just do not want to pay back what is mine. They knew what they were doing. I am an innocent victim here. I guess I am being made an example of right? This will happen to someone else. Hopefully Revdex.com will get my money back. I am a single mother trying to make it in this world. I feel I was mislead, and if Revdex.com cannot get my money back, the full amount. I am prepared to go to court. I do know I will never rent from uhaul again, nor will I recommened them to anyone. Regards,[redacted]

Business

Response:

April 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Tidewater Regional Office, reviewed Ms. [redacted]’s recent comments. He informed our office their decision in the matter remains the same. He mentioned Ms. [redacted] has been found to change her story when the facts disprove her claim. He also added she was only charged for what was used.

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 made a reservation online reserving a ubox which was to be picked up on 01/30 at the Henderson, NV location, filled with my belongings, returned to the Henderson location and then shipped within 11 buisness days to Cape Girardeau, MO. I received the ubox, filled it with my belongings and returned the box as instructed. I then began waiting for notification of arrival to the Missouri destination location. After 15 buisness days (not hearing anything), I began calling the destination location, who stated that there was no ubox yet and that I should check back. After a week or so of doing this, I called the Henderson, NV location who stated that they still had the ubox and IT HAD NOT SHIPPED. I spoke with the general manager who expressed some confusion as to why the ubox had not shipped although THE ONLINE RESERVATION CLEARLY STATED THAT THE UBOX WAS TO GO FROM NEVADA TO MISSOURI IN 11 BUSINESS DAYS. I HAVE DOCUMENTATION OF THE ONLINE RESERVATION AND ALL THE TIMES I CONTACTED UHAUL. Then, on top of all the horrible customer service and broken agreement, I WAS STILL CHARGED FULL PRICE!!!! Unacceptable!Desired Settlement: I would like a SIGNIFICANT discount as well as an apology. I'd hate to inform everyone I know of the horrible service and broken agreements Uhaul provides via social media.

Business

Response:

March 5, 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 Russell Rd., followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for communication problems concerning shipment of the U-Box. He agreed to refund $20 per business day delayed on shipping. Ms. [redacted] accepted the resolution and both will be back in contact after the box arrives to calculate 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: [redacted] u-haul leased me an unserviced truck and two dolly. The truck had engine problems the uhaul service guys said to us this truck shouldn't be on the road. we had 3 breakdown on the way got delayed two days, I was moving from the [redacted] 2900 miles, they promised me on the road that they will reimburse me all the charges when I got to the final destination, when I got to my final destination nothing has happened, I'm having hard time getting hold of the manager they're telling me its my fault the truck was overloaded by 2300 lbs, knowing that they weighed the truck with the auto transport and the car on it, but not old trucks or unserviced truck. We didn't had to go thru that our furniture was unloaded and loaded twice my wife and two kids stayed long ours in the crucial heat waiting long hours for the uhaul mechanics to load the truck, they destroyed our furnitures and lied to us over and overDesired Settlement: They should honor there promises, they assured me that they will reimburse me all the charges for the truck and they will pay me for one night stay at the hotel.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]on July 31st and addressed his concerns. She offered to refund him $800 as an adjustment on his rental. He advised her he would need to call her back. As of today we have not heard back from Mr. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a trailer for a one way move from BC to Alberta. after receiving the trailer, and being told it was in perfect condition and had been thouroughly checked out I noticed it was riding really hard, I took it to a service station to check the tires. we discovered that every single tire was grossly overinflated by over 100 psi, the tires are to have 32 psi, these all had over 130psi. I called the business I rented the trailer from. I was told this was the only trailer available, and as I had bought the roadside assistance insurance I would be fine if a tire went ,as roadside would come and replace the tire.

A tire did blow. we contacted haul at 11am. no one showed up until 330 pm.. we were only 20 miles from a major city which was also our destination. after being stranded for hours a repairman finally showed up. this young man had no idea how to use the jack, and therefore asked to use mine. I started to jack up the trailer with my jack as this person tried and could not figure out how to use my jack either. I then looked at his jack, it worked perfectly, so I taught this man how to use his own jack. Then he did not know how to hook up the air hose to the compressor. I taught him how to do this...he then needed me to install the new tire as he did not have the strength to lift it up himself.I basically did the whole tire change. Meanwhile nearly another hour and one half has passed.Due to these hours spent stranded on the road I missed being at work. I informed the agent when I first contacted haul at 11 am, that I had to be at the storage facility by a certain time as they are closed Sunday's and an agent was coming especially to meet us, I also informed the agent that I had yet to drive to Ft. St. John for work. I am a paramedic. I paid this roadside insurance fee only to have to do the work myself and use my own equipment. I have another trailer reserved for the end of this month, I contacted u haul customer service and opened a customer objection, I specifically requested a monetary refund for the first rental or that the next rental be free as a reimbursement for all the inconvenience, lost wages,and my labor. we did take photographs of the trailers tires, clearly showing the gross negligence of over inflation . contrary to the large warning labels cautioning this very thing as it will cause tires to explode. someone could have been killed..I am not seeking lost wages. it has been over 1 week since we both contacted u haul by email writing,and by phone...to date no one is responding or offering any compensation...our hope is that haul will prove to be a customer service based entity and look after their customersDesired Settlement: billing adjustment and a free rental or a discounted rental for the trailer reserved for jan 27-28 2015

Business

Response:

January 26, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our British Columbia Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good morning Mr [redacted], As I stated in my last E-mail I was waiting to hear from all parties concerned as it does take some time to receive info from others as most of us work on the road. My resoulution to this situation is that You will be getting 25% of your rental returned to your credit card and refunded your hotel stay in which I will need the original receipt with contract # , the refrence id # and your address in which we will send you a cheque for that amount. In regards to your next rental I will be sending a vip of 75.00 to your email address which will be there in a few minutes after you receive this. Sincerely [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.

U haul has refunded us 85$ and sent us a 75$ coupon. Although appreciated we strongly feel that this is inadequate given the rentals fees paid by us equal approximately 700$ with both rentals. I lost over 300$ in wages. we were stranded for almost 5 hours. PLus I had to do most of the repair myself and use my own jack..not to mention the gross negligence of the tires being Dangerously overinflated. We do have pictures of the overinflated tires that were taken at the service garage, as well as pictures of the blow out. it was our sincere hope that Uhaul would make a real effort to compensate us and not this pittance that is somewhat insulting...We feel that at least half of our rental, plus the insurance fee from the first rental should be refunded to us..

Regards,

Review: At the Uhaul rental aread, as covered in contract [redacted], there were several issues. First and foremost, [redacted] (witness) and I rented a uhaul in order to transport items from Orlando to Poinciana. The truck's alignment was completely off. When I contacted Uhaul about the security issues, they claimed it was in good. However, [redacted] witnessed it was not. Secondly, I took Uhaul over 30 minutes, which made me late for work, aggravated, and nearly with a write-up to hear them say they CANNOT issue a refund at this time. Thirdly, I PAID the fuel charges at the gas station, and the vehicle was left with half a tank. Thus, I charged double. Thus, Uhaul STOLE money from me.Desired Settlement: I want the entire amount of $97.58 refund. Also, I want all documentation with my information removed from the renter as though he never had it to begin with.

Business

Response:

August 23, 2012

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

Mr. [redacted], our President for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted]'s concerns have been addressed on many different occasions. Mr. [redacted] reported no mechanical issues with the truck until after he completed his move. The truck he rented was test driven after his move and nothing was found wrong. Mr. [redacted] also mentioned a separate issue that involves damages to this dealers gas pump caused by Mr. [redacted]. Mr. [redacted] declined [redacted] and chose to be self insured. He paid the dealer for the damage as he was responsible for the incident. Mr. [redacted] explained that this incident is a separate issue from U-Haul and if Mr. [redacted] wishes to pursue the outcome, he needs to contact the dealer who is an independent businessman. Any type of reimbursement for the the U-Haul rental is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

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 person who has the UHAUL is responsible for overcharging clients, which is a crime in the State of Florida. This also reflects UHAUL. I want this to remain on permanent record and for the the public to see how UHAUL treats their customers in light of their name being used. Thus, Mr. [redacted] is responsible, along with UHAUL for criminal actions.

The case here in is closed and open for review to the public.

Regards,

Business

Response:

October 25, 2012

Thank you for forwarding

Mr. [redacted]'s most recent comments to our office. We appreciate his

feedback, however, at this point no further action is needed on our

end.

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 was charged extra on my bill for a service I told the person at uhaul I did not want, at the time of purchase I did not receive a bill or ticket for the sale so I had no way of checking to see exactly what I was being charged for. After I returned the trailer I find out that this charge was on my bill and that it could only be removed 30 mins after the intial rental was placed needless to say this is the second time uhaul has over charged me for no reason but they don't seem to care as long as they get there money.Desired Settlement: I would like the amount that was over charged credited back and honestly I would love a full refund of the full rental charge for this being the second screwup

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of East Houston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and agreed to issue him a full refund for the rental in the amount of $35.05.

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 30th, 2014 I rented a Uhaul truck and was told that I would be billed only $55.71 and my card was charged $63.42 and I returned the truck on August 30th, 2014 at 10pm and the Uhaul location [redacted] was closed. I was advised that I would only be charged the difference of miles driven from what I originally estimated would be used during the rental period. On September 12th, 2014 there was an unauthorized charge of $80.98 charged to my card by the Uhaul company. I had funds available to pay approximately an additional $30 on August 31st, 2014. The Uhaul company was open on that Sunday and I got no call about any additional fees or any declined card or owing a balance because my card was declined. I spoke with store manager [redacted] on Friday September 12th, he had NO explanation of why my card was charged this extra amount he stated that my total was around $90 which I already paid $55.71 on 8/30/14. He advised me to callback Saturday 9/13/13 and he would investigate. I called and left multiple messages for [redacted] and other store manager [redacted] and no one returned my call. I left messages Sunday and finally got a BASTY response from [redacted]. He was very rude and disrespectful. Explaining to me I was [redacted] out of luck the charges are valid. I asked for proof that my card was charged on 8/31/14 and declined because I have proof that the funds were there and waiting to be taken out. He declined anything I said and continued to be rude and vey unprofessional. I asked to speak to someone higher than him he declined. [redacted] said they will say the same thing, oh well the charges are accurate. He offered no solution or explanation. He said there were late fees applied although I brought the truck back on time and my card balance was enough to cover the truck rental amount due as of 8/31/14. [redacted] was completely rude and I am completely dissatisfied with the lack of customer service I received.Desired Settlement: I would like my money back that is due to me. The $80.98 unauthorized charge minus $30 that should have been charged. I would like an apology for the lack of customer service I received and [redacted]'s rude demeanor and conversation with me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted]. located in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], I am writing this e mail in regards to your recent complaint with U-Haul. I first would like to send a apology if in any way any of my workers were rude or unprefessional in any way to you. Also I would like to let you know we will refund the 30 dollars back to your card if you can just give me a call to do so again sorry for any problems this may have caused for you and we will consider this matter resolved once refund is done. Have a great day and we hope to have you back at U-Haul as a loyal customer. Sincerely [redacted]Our records indicate the refund for $30 was issued back to Ms. [redacted]’s [redacted] account on September 19th. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Don't use U-HAUL - EVER! Let me start by saying I am a reasonable, patient person, but this weekend pushed me to my limits. I was scheduled to move my 3 bedroom home contents to a new location approximately 60 miles east. More than a week prior to the move day (6/29/13), I reserved a 24ft. U-Haul truck and dolly online and received a confirmation email from the company. Early the next week (6/24/13) I received another email that basically said that someone would be in touch from U-Haul to confirm the equipment location and pick up time (no later than 6/26/13). Then, another email showed up on 6/26/13 that said the same thing - delayed until 6/27/13, then another that said delayed until one day before move (6/28/13). By this point, I was very nervous and attempted to call U-Haul to confirm. The local U-Haul I thought I was picking up from claimed to have no information about it. On Friday afternoon, I still had not heard anything and attempted to call again. I was given several phone numbers and no one had any information. Finally, one of the ladies at the last place I called (Harrisburg) indicated in a dismissive tone that U-Haul had until 8pm on Friday night to call me back. No one called, so at 8:05 I called again and found that I had to speak with the national hotline for reservations. After @ 20+ minutes on hold, I was transferred from department to department with no assistance. Finally a supervisor named Jay got on the phone and seemed friendly and helpful, but indicated that the scheduling department was closed for the day and he couldn't confirm any details about the truck I needed the following day. I was very frustrated at this point and expressed to Jay that I had reserved equipment and received updates via email, but the day prior to my move, I had no confirmation of being able to get a truck. I asked why U-Haul hadn't communicated that equipment might not be available? At that point I had no way to even arrange for another company to rent me a truck! Jay stated that he understood and that I should call back in the morning to find out where a truck might be available. I was livid at his suggestion that I should have to be the one to figure this out and I indicated to him that I would absolutely NOT be calling back in because I had already been on hold, disconnected and run around about my reservation. Jay said he understood and claimed he was putting a note in the "system" that would urgently alert the CSR in the AM to call me first thing. Then he said that he would attempt to transfer me to customer service to get compensation for me since I had such a bad experience so far, but as soon as we were done speaking he disconnected me. Needless to say, no phone call on Saturday morning. People that I had asked to help were at my house and ready to move, but NO TRUCK! I was very frustrated! I called the reservation hotline around 9AM and finally got a supervisor named Joanne who attempted to help. Although she was the most compentent person I had dealt with (out of 6 or 7 people), she also could not find any information and claimed that there was no equipment would be available in my area. I was told that I could drive to Lebanon, PA (40 miles east of my original pick up location) for a smaller truck at 2:30 Saturday afternoon. Of course, this wasn't an option. I was then informed that I would basically have to wait. I didn't get a call back until 2pm Saturday afternoon when a rep from a Mechanicsburg location (25 miles to the west of my original pick up location) said there would be a truck available at 3pm. In the meantime, I had to pile my belongings into pickup trucks and make 5X as many trips than if I had a truck as promised (I am still moving as of today). I was livid with the entire process 1) lack of customer service, 2) lack of a "reservation" system (meaningless!), 3) ineptitude of the management to address the issue, 4) lack of concern with how inconvenienced I was. I called the rep in Mechanicsburg back and informed her of my saga with the reservation and informed her that I had had to scramble friends and family to partially move my belongings and I was, under no circumstances, going to pay for a truck eight hours after the time that I needed it. I also called Joanne back and informed her of this and was stunned to find that she acted as if she was offended that I hadn't accepted U-Haul's "offering". Don't rent from this company EVER> Very dissatisfied "customer" that will make sure everyone I know gets this

Review: I reserved a flatbed trailer to rent online through uhaul.com along with renting a hitch set and ratchet ties. I scheduled the pickup to be at 5pm 6/20/14 at [redacted] in [redacted], apparently one of Uhaul's distributors. I received an email the day of the rental, 6/20/14, that everything was in and available and at 5pm I went to pick up the trailer and items I was renting. I was greeted with very poor customer service and told the hitch set and ratchets that weren't there and they don't rent them and forced me to buy them. I was still charged $54.55 for the hitch set and ratchets to rent, I was charged $37.40 to buy a hitch set and charged $40.60 for the flatbed trailer rental when it was only supposed to be $29.95 and received no explanation of the additional charge other than to suspect it was because we'd mentioned using the trailer to haul things for the gay pride festival the next day caused them to upcharged us as they seemed even more irritated by our presence after hearing that. I would like a refund of $99.95 which would be for the upcharge on the trailer rental, hitch set and ratchet and hitch I was forced to buy.Desired Settlement: I would like a refund of $99.95 which would be for the upcharge on the trailer rental, hitch set and ratchet and hitch I was forced to buy.

Business

Response:

June 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her she had issued her a refund for $78 that she was charged by our U-Haul dealer. Ms. [redacted] relayed she did not see any charge for $55, therefore, could not make a refund. Ms. [redacted] sent in a receipt that showed an online purchase for product she received on June 23rd. Ms. [redacted] emailed her back with instructions on how to request a refund, which are actually noted on the bottom of her order. The refund for $78 was issued to Ms. [redacted]’s [redacted] account on June 26th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I asked for a quote online recieved a quote from Uhual.com. When I got to the location at [redacted] Uhual had raised the quote. At that time asked the rep [redacted] to explain the change and go thru the contract line by line to understand the actual cost. He called the manager [redacted] to figure out the contract and why the quote was different from UHUAL.com.Then when I got my final bill it was $25.00 more than they had quoted me, even though I used less miles than we had used to calculate the rate.Uhual,especially the branch at [redacted] is a dishonest group that does not honor agreements to run up charges. UHual is a dishonest businessDesired Settlement: I want the 19.00 dollars that they overcharged and that I didnt agree to to be refunded. we agree on the amount of the rental and they charged the Creditcard the cost we agreed, then the next day they charged an additional 20.00 that I did not authorized. Criminal!!

Business

Response:

August 20, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Indiana and South Cook County, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] but has not yet heard back. He also relayed that he had issued a credit for $39.00 back to Mr. [redacted]'s Visa account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On December 26th, 2014 I rented a uhaul moving truck for one day. During my move I experienced a brief breakdown. I also wound up returning the truck with more gas than I had taken it out with. I contacted uhaul immediately to tell of my nightmarish experience and talked to a woman through customer service named [redacted]. She told me she would put in for a refund. I had called back on the 29th cause I did not yet see my refund and the girl I had spoken to told me she saw my call from the 27th and to allow another 5 to 7 days to see refund so I believed her, whats do I know. I let 10 days pass and still no refund. I called customer service at least 25 times over the course of 3 weeks. I spoke to numerous people and ultimately was given the contact info of [redacted] and [redacted], two hire ups and still no help. I have been called lots of names by there customer service representatives such as a liar, a fool and I am so disgusted with everything the have shown. I am still waiting for my refund I do not feel that it is fair that I was led to believe one thing because the workers at their customer service number are incompetent and unaware of there own policies.Desired Settlement: I would like my refund credited back to my credit card as originally promised.

Business

Response:

January 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Mr. [redacted] provided. She advised our office Mr. and Mrs. [redacted]’s concerns have been addressed. The U-Haul truck they rented has been inspected and found no mechanical repairs needed and continues to be rented without reported issues. Ms. [redacted] mentioned Mrs. [redacted] relayed she did not contact our Emergency Road Assistance line for help because she could not locate her contract. However, our 1-800 assistance line is located on the dash of the truck as well as on the outside of the equipment and is staffed 24 hours a day, every day of the year. Immediate assistance could have been obtained by calling this 800 number. Ms. [redacted] explained Mr. and Mrs. [redacted] have been informed that a refund will not be issued.

As we value Mr. and Mrs. [redacted] as a customer, we sent them a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

First of all, everything you have just stated is neither here, nor there. The $20 gift card as stated to your company and to [redacted], was given as courtesy for an entirely different reason (gas issue), something reported to uhaul at an entirely different time. My refund is still expected and well-deserved. The fact of the matter here is that I was promised a refund by a worker claiming to have the name of "[redacted]" over one month ago now. It is Your duty as a business to follow through with Your promises and leave the customer happy, not disgusted. What you should be doing, is going through a list of all "undocumented" calls that I have made and have sit-down conversations with each and every employee so that you guys can operate on the same page in the future. As far as your vehicle, maybe it worked for the next renter as a result of the lack of fluid in which me and passerbys had to put into that truck on the 26th of December. Hmm? I would like to ask for my entire refund one more time, if not at this point because I was promised one and didn't know any better, then for the runaround and time that I have now had to spend on this matter. Perhaps for the disrespectful and unprofessional manner in which Ms. [redacted] spoke to my wife, or how she continuously hung up the phone on us and still will to this day. I would truly hate to have to make negative posts about your company or have small-claims become involved. Please take care of this error and lets end this now. Thanks.

Regards,

Business

Response:

February 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This involved the Uhaul portion of the business. When I returned the truck, they charged a cleaning fee because they felt the cab was dirty. The "hair" and such did not come from me but was under the crevices of the seat. All the receptionist at the desk said was that I signed a paper stating it was clean. She offered me a broom to clean it, which I felt was inappropriate. I tried to tell her I accepted the truck in that condition-what was there was normal wear and tear. I feel I was gouged for something that I had no control over.Desired Settlement: I just want this business to be aware that normal wear and tear is to be accepted in this situation. I felt this was nitpicking and just another way to squeeze a few extra dollars out of me. The truck was new, and still smelled new. Why should a client have to go to a car wash and vaccuum the crevices of the seat from the previous client's use? I even cleaned out unused napkins in the door that I didn't discover until it was returned.

Business

Response:

August 20, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining he found the charge for $36.00 on a [redacted] ending in [redacted] and that he had issued a credit back for that amount. The credit should post on her next credit card statement. Mr. [redacted] also included his telephone number in case she wished to speak to him.

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: In Thursday January 9 my husband and I reserved a 26 foot truck from the Uhaul on [redacted]. My husband and a friend loaded the truck and started on their way to our new home in Marshalltown Iowa. As they were exiting I80 onto Hwy 330 at roughly 8 pm the truck broke down. They called Uhaul roadside assistance who came and assessed the situation, determining that the truck was indeed broken and in need of repair. They agreed to tow the truck away, transfer the load to another truck and call my husband when the new truck was ready. The next morning my husband called the Uhaul on SE 14th street in Des Moines and explained that our window for help with our move was gone, and requested a refund for the initial charge for the truck rental. The manager at expressed his apologies, agreed to refund the cost of the rental and told us to keep the truck for as long as we needed it after we explained to him that our window for help with the move was gone, since we had lined up help for the day we reserved the truck and didn't plan on needing help beyond the day of the initial rental (Thursday). When my husband explained that he had just put 100.00 in gas in the broken truck the manager agreed to wave the re-fill fee and offered a $100.00 gift card as restitution for our troubles. Instead of giving us a refund, they charged us twice and then attempted to charge us a re-fill fee of $600.00 despite having promised otherwise. On Monday January 13 I contacted Uhaul customer service requesting help in resolving this matter. This case was assigned Reference number [redacted] and I was promised contact with a representative within 48 hours. I contacted customer service 72 hours after my initial e-mail and I am still waiting for a representative to contact me and resolve this issue.Desired Settlement: I would like a refund for the cost we paid to rent a broken truck. Our simple one day move turned into a 4 day ordeal that inconvenienced me and several family members that could have been avoided had Uhaul not rented us a faulty piece of equipment.

Business

Response:

January 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Southeast in Des Moines, followed up on the information Mrs. [redacted] provided. He explained Mr. and Mrs. [redacted] received a new replacement truck, but failed to return it with the same amount of fuel as when received. They were charged for only one day rental but kept it for five days. Please be advised, as with anything mechanical, when a problem arises it will be when in use. As documented on our rental contract, our customer agrees not to hold U-Haul liable for downtime, which includes failure of the equipment to operate properly. Mr. [redacted] did issue a refund for $100 for the fuel on the first truck back to their Visa account along with 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 to help offset the inconvenience Mr. and Mrs. [redacted] experienced. No further refunds or adjustments 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,

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,

[redacted]

Mr [redacted] is incorrect when he states we kept the truck for five days. We picked up the initial truck on Thursday January 9, it broke later that day, we picked up a new truck on Friday January 10 and returned it on Sunday January 12. That is NOT five days as he states in his response. Also, when we expressed our frustration he told us not to worry about filling up the second truck. At no point were we ever told we needed to refill the second truck. Mr. [redacted]'s story has changed several times during this ordeal. If uhaul is willing to call us even and close this matter, I am fine with that resolution. . My concern, however, is since Mr. [redacted]'s story has changed several times, uhaul will come after us for more money and attempt to charge our account again. r

Business

Response:

February 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

The breakdown of the rental charges are as follows:

24' Truck: $39.95

Mileage: $270.97 (343 miles @ .79 a mile)

Safemove Protection: $14.00

Appliance Dolly: $10.00

Furniture Pads: $10.00

Environmental Fee: $5.00

Fuel fill up: $212.50

Fuel Service Fee: $30.00

Tax: $20.16

Total: $612.58

Previously paid: $215.59

Balance: $396.99

As previously relayed in my last response, a refund for $100 was issued for the fuel in the first truck and a $100 VIP Certificate was issued for the inconvenience Mr. and Mrs. [redacted] experienced with the breakdown. I spoke with [redacted], our President for our Iowa regional office. He relayed their decision in the matter remains the same. Mr. [redacted] is responsible for the replacement of the fuel in the truck, as explained in the rental contract. Our billing department also advised me they still have an open billing account for the balance of the rental that was placed on a Promissory Note and sent in for collection. I hope Mr. [redacted] will take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years.

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

We have not, since shortly after our we returned the truck recieved any communication from uhaul. We never recieved a promissory note, and I would love to know what address they sent it to. I do not want a gift card from them and all I have ever asked is that they honor the verbal promise they made to us when the manager said to keep the truck as long as we needed and not to worry about the gas since we had filled up the broken truck.at this point, I am willing to offer uhaul $200.00 toward the balance they claim we owe, but only if I can use the gift card they gave us to pay $100.00 of that balance. I have absolutely no intention of ever using uhaul again, and should I ever need the use of a moving van, I will happily take my business to a competitor. This ordeal has been a headache and a half and uhauls refusal to simply apologize and make right a mess that they caused cements my opinion that they do not care about customer satisfaction.

Regards,

[redacted]

Review: On 1/16/14 I took my 2005 chevy truck equinox for service. I was pulled over by a State Trooper because I was not aware my lights where not on or working. During their inspection ([redacted]) did a full diagnostic inspection and stated to me as well as put on my bill that this was due to **FAULTY TRAILER HITCH HARNESS** "FAULTY WIRING HOOK UP BY UHAUL". WHICH COST ME $315 TO HAVE REPAIRED. I contacted Uhaul location and their public relations/customer service center via phone ###-###-#### with no responses to anything.

This was their error and inproper hook up which caused me other electrical issues and thankfully no ticket for being pulled over. I have the proper documents to prove this was their error.Desired Settlement: Would just like the courtesy of reimbursement of $315 which cost me for their error. Please feel free to contact [redacted] on my behalf for any paper work or billing to prove this was a faulty wire hook up.

###-###-####

DATE OF SERVICE: 1/16/14

CUSTOMER #[redacted]

AMOUNT $315.00

Business

Response:

February 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and provided him with the telephone number for RepWest Insurance Company to follow up on his claim. Mr. [redacted] initiated an insurance claim for Mr. [redacted] and provided him with the report number during their phone conversation.

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 spoken to 3 different people; 3 different phone numbers and now waiting to hear from the 3rd person now. I spoke with [redacted] (from Uhaul [redacted]) on Tuesday, the 11th and he wanted to get the car fixed, I told him it had to be fixed at the time the dealership had it for safety reasons and a warning from a State Trooper for no lights. I also informed him that we had all the proper documents to prove it was UHaul's errors that caused the faulty wiring, then I was given the following information:

To Contact their Insurance Company

Republic Western

My wife [redacted] tried that # only to be given another # ###-###-#### spoke with Emily and was given another name and # of the following:

###-###-####

Claim # [redacted]

I [redacted] called twice and left messages, no response. At this point I feel we are getting the run around and all I am asking for my husband and I is what is right. The return of the $315 (see attache proof) that we had to put out to get fixed.

Thank you again for any assistance you can give us.

[redacted] and [redacted]

Business

Response:

February 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Dave Horn, the Regional Manager for RepWest Insurance Company, advised our office he sent your office a letter explaining they are in receipt of Mr. [redacted]’s claim and once they have a resolution, his office will be in contact with him. He also relayed that if your office has further questions, you can contact him at ###-###-####, ext. [redacted]

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.

Regards,

My wife spoke with [redacted] 2 wks ago and was asked to send a copy of the receipt that stated it was a UHaul error hook up. I have done that twice. And now I have attached it to you also, so you can see all we ask that we be paid for the repairs of our car.

Thank you for your help in this matter.

Review: I rented an auto transport and truck from U-haul(contract # [redacted]), and was assured on three separate occasions that my vehicle would fit and it did not fit. I have made 12 phone calls to customer service to try to resolve the issue and I keep getting transferred. The only manager I spoke to told me it was " My Problem". I ended up hauling an empty auto transport 441 miles due to my vehicle not fitting and it being on a Sunday.Desired Settlement: I want to be reimbursed for the auto transport fee, insurance fee, and loss of gas mileage for 441 miles

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 South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. A refund in the amount of $195 was issued back to Mr. [redacted]’s Master Card account as an adjustment on his rental. 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.

Regards,

Review: On their website there is no indication that they do not rent anything out to people who own Ford vehicles. In fact, on their website when you log your vehicle information into their system, it gives you a quote. Yet when you actually try to rent anything from them they tell you that they do rent out anything to people who own a Ford. I'm very upset because now, not only do I have to pay them to rent a two dolly but I have to find someone else to pay to use their vehicle.Desired Settlement: If they aren't going to rent to certain cars, they need to put it on their website and post it where it can be seen by potential customers at their establishment. It would be even better if they would change their policy and allow people with Fords to rent their equipment.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Please be advised that we have never had a policy that denied renting a U-Haul trailer that would be towed behind all Ford vehicles. Our policy is geared only toward the Ford Explorer, however, we have since updated our policy and will in fact rent a trailer that will be towed behind a 2011 Explorer or newer. When reserving on line, if the customer’s vehicle is not an acceptable towing vehicle, an advisement will be posted to advise our customer of that information. I apologize for any inconvenience Ms. [redacted] experienced and hope she will allow U-Haul to serve her in the future.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: The UHAUL trailer we rented had wiring issues that caused our break lights in our truck to stop working suddenly, after multiple phone calls they promised that a representative would come take a look at our truck and have a mechanic fix the issue, after waiting EIGHT days, they finally answer their phone and tell us that the trailer is fine, it has been rented twice, since the trailer works, they will not look at our truck now.

The night we rented the trailer, a rep from the Uhaul in Shawnee, OK came hooked up the trailer and confirmed everything was working properly, once we got the trailer home and packed up all of our belongings we notice the break lights would not work for our truck or the trailer, we had a technician come out around 3 a.m. and he told us both that the trailer had a bad ground, because it was the middle of the night he couldn't get the part he thought our truck needed so he told us to buy it and replace it, if that didn't work then to call uhaul again and them come out again to take a look. They kept giving us the go around, the part we replaced which was a break switch, did not fix anything, after this point they said they would have a new trailer and a moving crew at our house to help us get everything into the new truck, after waiting TWO days and no phone call, we take the trailer back and get our refund and pay family members to help us move to Arkansas. It has been NINE days since this nightmare and no resolution.Desired Settlement: I would like UHAUL to keep their word and fix my truck because their product is what caused the problem.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Oklahoma City regional office, followed up on the information Mrs. [redacted] provided. He spoke to Mr. [redacted] and got him into a U-Haul location to have his vehicle checked. Our GM of the U-Haul location found a broken wire and was able to make the repair.

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. The action has already been completed, my husband and I met at a Ft. Smith Uhaul location and a technician was able to resolve the problems with our vehicle.

Regards,

Review: After renting a Uhaul truck so I lost the keys I contacted Uhaul for assistants and they refused to provide any however they did say that they would renew my contract extending it until the following Tuesday allowing me enough time to hire a lock smith and unload the truck. The Monday after that they came and took the truck with all my belongs on it and will not give back my belongings.Desired Settlement: I want all my things back that they took and I want to be reimbursement for my time lost and out of pocket expenses if they don't return my things I want $8,000 to cover the cost of the items I've lost.

Business

Response:

February 22, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining her items were at our U-Haul Moving and Storage of [redacted] in [redacted] at [redacted] and can be picked up from that location. Ms. [redacted] also left her telephone number for a call back of necessary.

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On June 7, 2013, I made a reservation at www.uhaul.com for a 17’ truck and tow dolly for a one-way move between Philadelphia, PA and Wilmington, MA on June 28, 2013. At 9:31AM on June 7, I received an automated reply email from U-Haul confirming my order, with order number [redacted]. The exact language of the email read “Your order is confirmed.”

I had heard horror stories from friends about their past experiences when U-Haul did not have a truck available when they went to pick up their reservation, so on June 18 at 1:31PM I called U-Haul to confirm my order. I provided my order number and the U-Haul representative assured me that my reservation was confirmed for June 28.

On June 27 at 9:41AM, I received an email from U-Haul confirming my reservation for June 28. The email read, “This is confirmation that the 17’ Moving Van, and Tow Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 06/28/2013 at [redacted], [redacted].”

On June 27 at 9:42AM, I received a text message on my cellphone from U-Haul confirming my reservation for June 28 at 12:00PM and requesting that I call [redacted] to confirm.

On June 27 at 1:34PM, I called [redacted] to confirm my reservation. I spoke with a woman who confirmed that my reservation would be ready for pickup on June 28 at 12:00PM.

On June 28 at approximately 8:00AM, I awoke to find a voicemail on my phone from [redacted] informing me that my reservation had been cancelled because I did not pickup my truck at 6:00AM. Between 8:00AM and 10:00AM, I attempted to call [redacted] many times, but no one answered the phone nor was there an answering service available. At 10:00AM the same woman that I spoke with on June 27 answered the phone. She informed me that my reservation had been cancelled because I was not there to pickup the reservation at 6:00AM. I informed her that the reservation had been confirmed for 12:00PM and that I had spoken with her the day before. She denied these facts and told me that she would call U-Haul dispatch and arrange for them to contact me with another truck.

At no time on June 28 did U-Haul dispatch contact me to attempt to address the situation caused by U-Haul’s failure to provide their confirmed and guaranteed service. Between 10:00AM and 2:00PM, I made many calls to U-Haul to attempt to get another truck but each U-Haul employee that I spoke with said that there were no trucks available in the Philadelphia area.

I called all other moving truck rental companies, but they also told me that they did not have any trucks available in the Philadelphia area. I had no option to stay at my apartment beyond June 29 because my lease ended that day. I was forced to rent a storage unit in Philadelphia and move to Massachusetts on June 29 with the majority of my belongings in storage in Philadelphia.

On June 28, numerous U-Haul employees told me that the only compensation available to me for U-Haul’s failure to provide their confirmed and guaranteed service was a $50 credit. This guarantee is prominently advertised on U-Haul’s website at [redacted]. I was assured that this credit would appear on my credit card statement within two business days. As of today, August 15, 2013, I still have not received any credit from U-Haul nor apology for the hardship that their failure to perform caused me.Desired Settlement: U-Haul should immediately credit me the $50 in accordance with their advertised policy. In addition, U-Haul should reimburse me for the storage unit charge and truck rental charge in the amount of $252.40 that I incurred due to U-Haul’s failure to perform. No storage unit charge would have been incurred in the absence of U-Haul’s failure to perform. In lieu of, or in addition to, the storage unit charge reimbursement, I would consider U-Haul’s offer to provide me with the originally contracted moving truck at no expense for the movement of my possessions from Philadelphia, PA to Wilmington, MA.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of South Philadelphia, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and advised him of a refund for the $50 Reservation Guarantee she issued back to his [redacted] account. The credit should post on his next credit card statement. Ms. [redacted] also included her call back number and asked Mr. [redacted] to contact her if he had further questions or 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