U-Haul International, Inc.

Review: Before we moved from North Carolina I made sure they had the correct card on file after my wife noticed the deposit taking from a different card. U-Haul claimed they fixed the issue. One week later my wife informed me that U-Haul had started the process of taking money from the wrong account. But it had not fully be processed. On Saturday the 4th I again called the location and gave them the correct card information. I was told that they process would stop and the correct card would be charged. Monday, October 6, 2014 came and money was fully taken out of the wrong account. I proceed to call U-Haul to fix the issue. Was then sent to 5 different people. Before being told I needed to call the Location in North Carolina. After getting a hold of them I was then told no one could help me. I called the Regional office and was told once again no one could help me but the General manager. I didn't receive a phone call from the general manager until October 8, 2014. And it was from the assistant manager. I was then informed that they had to call a card processing place to even get the ball rolling. And we are still waiting for phone call back or to hear the issue has been resolved.Desired Settlement: u-haul to fix the issue in a timely manner and no more giving us the run around.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Central North Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office the charges were corrected. As we value Mr. [redacted] as a customer, Mr. Dreier sent him 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.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,[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,

I returned a 5x8 trailer to the 1790 Silverada location on 10-26-14 at 10:30am. I realized on the 28th when I was done packing that I had left a very sentimental item in the trailer. I called to ask if they had recovered it and the guy I talked to told me, "yes, they did find it but someone had taken it home." No one had even contacted me during those 2 days to let me know they recovered the item. After going back and forth I finally received a phone call on 6-5-14 that they could not get the item back from the employee who took it. I just moved my entire life from Oklahoma to Nevada and to have something so sentimental just stolen from me hurts and has really put a sour taste in my mouth with this experience. I will never do business with a company who hired people who steal or take things like this so lightly.

Review: This location double billed me or a rental for 1-6-2013. After talking to tne manage [redacted] he said he would reverse the charge. A week later nothing. I called back and they said they would look into it and still nothing. I called costumer service and explained to them what happened and was hung up on. I hate doing charge backs but it looks like this is my best bet. I am sure they will turn me into collections if I do.

Consumer

Response:

This company is horrible!!! I used them last year and thought this time it might be a little better. WRONG!!! I called the location I scheduled for pick up twice before the actual day and was told my truck would be there. The night before I get an email stating I had to drive 20 miles out of my way to a place I never heard of to pick my truck up. Not only was I inconvenienced but so were the people helping me. I was basically told by Uhaul tough [redacted] and made out to sound like a liar. Their customer service needs training big time!!! I have blasted Uhaul and their employees all over social media. Stay away from them!! I will file a complaint with the Revdex.com and will find many more that will also!

Review: my move was already stressful so I was running an hour late I called in advance and the customer service rep said ok she will notate account and I wouldn't be charged. I got to uhaul in park slope at exactly 11am the young man with the caribbean accent did the once over on the truck then proceeded to tell me I owed $18.50 for gas ONLY! to which I said that is too much asked to speak to manager. the manager reiterated the $18.50- to which- I said, fine charge my credit card and I left. at which time this company decided to have a field day with my credit card. when my assistant called back to find out about charges - they proceeded to tell her that they never received the truck. mind you I have never been called or emailed asking for the whereabouts of truck!!

need a complete refund for all the aggravation!! $195Desired Settlement: $195 full refund to my charge card should have only been charged $50 at the most!!

Business

Response:

October 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is documented on the rental agreement. [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 discussed the rental charges with her. They were able to reach an amicable agreement and a refund in the amount of $91.23, which includes a refund for one day rental of the truck, furniture pads, Safemove Protection and tax as well as only a charge for the fuel from the 1.9 mark. The refund was issued back to the credit card listed on the rental agreement and should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Was quoted more than a hundred dollars less than I payed. Took 5 hours to inst**l after being told it would be no more than 2. **so damaged bumper.

I had plans to buy a custom hitch. I live nearest to Big Rapids, MI. I c**led a few places and was quoted around $400 and could have it inst**led on that friday (5-24-2013). They needed a $50 deposit to order the custom hitch. I decided to keep c**ling around for the best price. I ended up c**ling the Comstock Park U-Haul. I spoke to a woman who seemed nice and helpful and quoted me a price of about $240 and said if I needed wires that it would be an extra 10 to 20 dollars depending on complications from inst**lation. That was by far the best price so I figured the price would out weigh the hour drive into Grand Rapids MI. I went ahead with the $50 deposit that they had **so needed to order the custom hitch. The woman said that Friday is when the hitch and the other parts would **l be there and could be inst**led so I cleared my afternoon out for that friday. It was about 11 a.m. friday when I c**led them so I could get a better idea of when I should be ready and in the city so we (my girlfriend and I) could go from there to the family get together we had planned around the hitch being put on the vehicle. I was hung up on the first time I tried to c**l after a man said I needed to be "transferred". The second time after being on hold for another 5 minutes I was told that they did not have an order for the hitch and did not have my name in the computer. I could not figure out how this could be since I c**led the same number from my phones c**l history. I c**led a second time and received the same information. After about another hour I c**led another U-Haul in Grand Rapids. This time I c**led the 28th street U-Haul. Same response. Fin**ly I ended up c**ling the plainfield U-Haul and they had my order. I have no idea how my order would end up at a completely different location than I c**led. but I looked up the location and it was not far from the location that I previously thought I was headed to. They said they had **ready received my order and failed to c**l as promised. A man said he was a bit too busy at the moment de**ing with customers and asked if he could have my name and phone number so he could c**l me back. I reluctantly did. I received a phone c**l about 30 minutes later to schedule my appointment to have the hitch inst**led. A man asked when the best time to have it done was, my answer was "as soon as possible I can be there in about an hour". The man laughed and said "yeah, you and everybody else." Then went on to tell me that there was absolutely no way that he could do it that weekend and said he was "**l booked up". I then lost the c**l from my cell phone. Either the man hung up or my phone lost the c**l. I waited for the man to c**l me for about 5 minutes. After he failed to c**l back I c**led the number that he c**led from. Yet ANOTHER person answers. This person tells me that I have had a appointment for Saturday at 12:30 p.m. the whole time and absolutely no one has told me this. He said there were a few more openings throughout the day and the only one earlier would be at 11 a.m. Saturday (5-25-2013). So this person I last spoke to on friday, switched my appointment and sent me a conformation email. We arrived there at 11:03 a.m. Saturday and I recognized multiple voices from the phone. Told me it was going to be a 2 or 3 hour wait. So, having no where to go we just w**ked down the road with nothing to do for the remaining time then received a phone c**l asking if I needed "wires". I said yes and he added that it would be another 100 dollars bringing my tot** to $352.30. I was amazed and told him I was told different and he was not interested. Asked me if I wanted them or not. It is illeg** to run with no lights on a trailer so I said yes. If I would have known I would have just gone to my home town fabricator. After getting the vehicle back home seen that theDesired Settlement: Between wasting two entire days waiting for the hitch to be inst**led. 2 hours worth of being on hold. Being laughed at over the phone. The gashes in my vehicle I am requesting a full refund of the $352.30. That is the least that they can do. It was just a ridiculous amount of run around and having to make sure the last employee was not lying and that I was not wasting my time driving for an hour to receive more run around and not have the hitch put on. My order number was [redacted]. Vehicle is a

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Mr. [redacted] provided. He informed our office he discussed the situation with our GM of our U-Haul Center. Our GM person**ly inst**led the hitch on their vehicle and after viewing the picture of the bumper that was sent, our GM stated that the scratches of this magnitude would have been noticed before Mr. [redacted] and/or Mr. [redacted] left our Center. Both our GM and Mr. [redacted] attempted to discuss the situation with Mr. [redacted] or Mr. [redacted] but our GM was verb**ly abused on the phone and Mr. [redacted] ended up terminating the c**l after foul language was used against him. Mr. [redacted] did acknowledge there was a wait time to have the hitch inst**led due to the work load on Saturday and they were offered a $50 VIP Certificate for their inconvenience. **though the Certificate was declined, Mr. [redacted] relayed that reimbursement for the hitch or damage they are claiming will not be issued, but the Certificate offer is still available if they wish to accept.

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 **lowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 c**led by Mr. [redacted] over the weekend and he acted as if he never read my complaint. I then asked Mr. [redacted] if he had read my complaint and he replied, "yeah, you said you had to wait a while?". That is in fact not what it said. [redacted] did not t**k to me with any concern or respect at **l. Proceeded to t**k to me with disrespect and I asked him "are you going to just be an "[redacted] to me?". Mr. [redacted] then went on to hang up the phone. I c**led the number back and I began to tell him what my complaint was about since he did not seem to read the entirety of it. He then asked me to send him pictures of the bumper to his email. (Which I have attached both of the pictures I sent, to this email.) Mr. [redacted] said that he could not get back to me about them until after the weekend.This past Monday I received a c**l from a man named "**" who introduced himself as a Gener** Manager. He said he was the man who inst**led the hitch and said that no damage occurred. I assured him that damage did occur and that I never had any damage before going to get the hitch inst**led and that another car could not have backed into me because of the curious position of the dent and gashes. He kept repeating himself and did not listen, most of the time trying to speak over me. The conversation went no where. I told him more of what happened and how I was given such a run around and he said that, "that is U-Haul, not me." Being the GM I would think he could at least act like he cared about how awful my experience was and continues to be. He then went on to accuse me of "looking for a free hitch". Yet more disrespect. At this point I am not surprised by how I am treated by any U-Haul employees. I was offered $50 dollars gift card. I did not accept this offer because it does not fit the scope of run around, lack of profession**ism, inconvenience, disrespect, accusations and down right rudeness of every single U-Haul employee I have t**ked to. No person should get treated like I have been. It is absolutely ridiculous. I deserve a refund. I am not "looking for a free hitch."

Regards,

[redacted] Jr.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Western MI, reviewed the information Mr. [redacted] provided. He informed our office he discussed the situation with his Executive Assistant, Mr. [redacted], and his GM, Mr. [redacted]. They **so reviewed the picture Mr. [redacted] submitted. Mr. [redacted] stated again that this type of damage would certainly have been noticed when the vehicle was picked up. Mr. [redacted] advised our office their 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 **lowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 car was not damaged before the trip to U-Haul. damage was noticed when I got home and checked the mail. As the car is up the driveway, making it very easy to see the damage. Damage is on the underside of the bumper. A very sm**l dent is in the middle and scrapes in the paint surrounding.

Regards,

[redacted].

Review: On 6/17/2013 I took my car to have a hitch and wiring done for towing. I used it once last summer for a camping trip. This past March I went to use it again and the wire hook up was not working. I took it to U-haul to see what the problem was. They said it need replaced and that I would have to pay for it. I only used it once and it was done only nine months before. After some arguing with them they agreed to replaced it for free but next time I would have to pay for it. I had it replaced on 4/12/2014. Now only 2 months later it is not working again. I called the main company for U-Haul on Monday, June 16, 2014. They said they would get back to me but they still have yet to do so. I am suppose to leave on a camping trip next week and as of now I can not use my camper. When I pay hundreds of dollars for something I expect the product to be quality work and I expect it to last longer than a few months and/or one use.Desired Settlement: I want this to be replaced, for free. I also want it to be a quality product with quality work so I do not have to keep going back every few months or everytime I want to tow my camper.

Business

Response:

June 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Pittsburgh regional office, followed up on the information Ms. [redacted] provided. He informed our office a different type of harness will be installed for Ms. [redacted] at a different U-Haul location at no charge. He also relayed that he issued Ms. [redacted] a $50 VIP Certificate to cover the cost of warranty and any incidentals.

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. U-Haul has followed through with what they said they would do in thier response. I was satisfied with how U-haul responded to my complaint. They did install a new harness and I am hoping that it will resolve the issue that I have been having with the harness. Thank you.

Regards,

Review: I rented a one way uhaul on 12/6.. I've rented numerous uhauls in the past and generally they give you an estimation of the cost, you swipe the card, and when you return the vehicle the cost is lower or higher than that estimate based on mileage, fuel ect. In this case, they charged me the estimate and then when I returned the truck they claimed I returned it with less gas than I had (which I did not, I let the attendant in [redacted] know their fuel gauge was incorrect and he said he would fix it for me.. but that isn't the point of this issue.. so they charged the estimated cost in addition to the total cost (which was the estimate + extra charges for mileage and fuel). the first charge was on 12/6 for 121.73 which should not have been charged.. then the actual total for my usage was 198.92 which was charged on 12/9Desired Settlement: a refund to my credit card for 121.73

Business

Response:

December 22, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional office, followed up on the information [redacted] provided. He informed our office he corresponded with [redacted] by email. Credits for $48 and $55 were issued back to [redacted]’s [redacted] account as adjustments on his rental. The refunds should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Sold and Installed the wrong trailer hitch.Desired Settlement: Money Refund.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office that our GM of our U-Haul Moving and Storage of Salisbury will be contacting Mr. [redacted] to set up an appointment for a replacement hitch.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We hired U-Haul to move us from California to El Paso, Texas a month ago and I called them to deliver the u-haul boxes on June 26th, meanwhile we have been in a hotel since May 18th. I had two friends skip work to help unload boxes to our new home but U-Haul called on June 26th and told me they had a broken truck and could not bring the boxes and wait until tomorrow, I called and kept getting transferred and eventually no one helped but what I needed was for u-haul to now help unload this boxes since I had to cancel my two friends who were going to help me.I called u-haul June 21st which gave them ample time to bring these boxes but we're still in a hotel. I talked to [redacted] who is in charge of this department but she ended up screaming at me saying,"What can I do!" then hung up on me. At 4:00p.m they called to inform us the boxes will be at our home but that thay will not help me unload anything. I should also mention that my aunt is 85yrs old and is the person staying in the hotel which has been very difficult for her.Desired Settlement: U-Haul should have helped me unload these boxes and [redacted] should be more professional when dealing with a customer, when she slammed the phone on me I did not call her back but it made me so angry she just got away with it.

Business

Response:

June 29, 2012

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

Mr. [redacted], our President for the U-Haul Company of New Mexico, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He relayed they will reimburse her for the hotel expense when the receipt is received and also explained the late delivery was due to a tire repair needed on the U-Box truck before Ms. [redacted]'s U-Box could be delivered.

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 XXXX[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My aunt did buy insurance with U-Haul when she transported her things from California and her bed that has a motor for massage does not work also her coffee table was scratched and her sofa was broken which we tried to fix. I called U-Haul on July 11, 2012 to make a claim but it is July 13, 2012 and they have not returned my call.

Regards,

Business

Response:

August 27, 2012

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

[redacted] advised our office they are still currently investigating Ms. [redacted]'s claim. A Claims Adjuster will continue to work with Ms. [redacted] to determine facts of the loss and damages and hopes to reach a resolution soon.

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: I am having problems with Uhaul U-box storage beginning November 7th. I stored most of my belongings with in a U-box (like a pod) that was put in [redacted] for storage until I was ready to have it shipped to [redacted] when I was settled. After hurricane [redacted], my step-mom realized we should get it down here ASAP with cold weather coming. I called and asked about damage and was told the box was fine then arranged to have it shipped. [redacted], from the [redacted] location, called me later to tell me there had been damage to the location and that my pod needed to be opened to further assess if my items were ok and to transfer goods because my box was unsafe to ship. I sent him an authorization email stating that he may open the box, take pictures to send to me and transfer goods. He did say he would provide me with pictures of any damages and we would proceed from there. After not hearing from him for a week, I emailed to check on the situation and recieved a call from him saying Uhaul's insurance adjusters, [redacted], had transferred undamaged items into a new box and disgaurded all other items. I had not given permmission for this. I was surprised as I was NEVER told my items would be thrown away or notified that the action had taken place until I reached out to them I never received pictures of the items either (until yesterday 3/19, after 5 months). [redacted] then referred me to [redacted] for an itemized list of my items on Nov. 19th. I began attempting to contact them then. I left messages with [redacted], the [redacted] rep who I was told was handling Hurricane claims. My box still had not been sent to me from [redacted] (though I was told it would have been sent in 8 days so I should have actually recieved it by now).

I called Uhaul customer service and spoke with [redacted] claimed to send an email to [redacted], the head of the [redacted] office, and the U-box office head about my case. I never heard anything back. I eventually filed several verbal and email complaints with Uhaul regarding this and was finally told that my file did contain this infromation but that [redacted] would be handling it so no one ever got back to me from Uhaul about it. The Uhaul representative from Corporate I was speaking to told me Uhaul had nothing to do with the matter and [redacted] was responsible.

My box was finally sent on Nov. 26th to be delivered in about 8days (3 weeks late). I still had not made contact with the [redacted] and the [redacted] office was not returning calls either. On Friday, Dec 7th, I reached out to see how my U-box would be delivered. I was told it would be sent to my home by [redacted] sent a return email to call the Little Rock location, which I did. Jamie from the LR location arranged the delivery date and delivered it. I opened the box to find 2/3 of my belongings missing. I had an extra chair and molded pillows also. I called [redacted] and asked why some of the items had been thrown away. He was oblivious. My iron bed as well as several boxes placed above others were gone. Also, boxes containing glass ware are missing. I'm not sure how these items would have been damaged by flood water.

It is now 5 months later and my claim finally was reviewed and denied due to weather disaster and lack of insurance. I requested a copy of my file and the pictures taken (once again) since I still was never given these things I was promised in November. I was sent several pictures of items that did not seem damaged and a list of discarded items. Not all of my items were pictured. I would understand if items were damaged and could not be shipped. However, the adjusters saw it fit to ship molded pillows as well as put in furniture that was not mine. The photos are incomplete and not all of the items listed on the damaged sheet that are also in the photos appear damaged. It seems that [redacted] or Uhaul was very disorganized in handeling this situation. Per the supervisor of my adjustor, [redacted], many other people are having to go to small claims court, so this tells me I am only one of many who are put into this situation. I have been taken advantage of by [redacted] and Uhaul for their mistakes.Desired Settlement: Replacement of undamaged goods, if goods damaged can be shown in photos (as previously told via email) no restitution is needed.

Business

Response:

April 1, 2013

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

Mr. [redacted], the manager of [redacted], followed up on the information Ms. [redacted] provided. He advised our office that during Hurricane [redacted], the U-Box containing Ms. [redacted]’s items were damaged by the flood water of the hurricane. During U-Haul’s recovery operations in the aftermath of the hurricane, it was necessary to dispose of items that became contaminated with water containing many health hazards. Mr. [redacted] went on to explain that keeping the items was not possible as this was a matter of public safety. He assured our office that every effort was made to recover as many items as possible for Ms. [redacted] and the salvageable items were placed in a new U-Box and shipped to her. Ms. [redacted] had decided to reject Safestor Protection for her belongings and chose to be self insured for any loss to her items. Her claim for reimbursement for the items disposed of was denied and today their decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[redacted] was the adjustor that gave me the final result of my claim. There are no pictures of damaged items from my U-box. The pictures I was provided show that many of my items were not damaged. My claim file is incomplete. This being said, I have provided the initial emails between me and my Uhaul provider stating that nothing would be disgarded without my permission. Though [redacted] claims that items were thrown away due to health issues, I was still delivered molded pillows (wet), pictures included. There are also missing items included in [redacted]'s inventory, such as a table that was pictured by [redacted] which seems un damaged and an Iron Bed that would not have been damaged/was not returned/and could not have been a health risk if wet, that did not make since to disgard. The handling of my Ubox may have been a miscommunication between Uhaul and [redacted], but I should not be held accountable for their mistakes. It also seems that [redacted] has now chosen remove liability from themselves based on a technicality. Uhaul is pushing the liability back on [redacted]. The weather is not the issue, nor is the lack of insurance. It is the disgarding of my property from a U-box rental without permission at the fault of U-haul done by [redacted]. Regards,

Business

Response:

April 2, 2013

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

Please be advised that if Ms. [redacted] wishes to pursue a claim for her loss, she needs to keep in contact with her adjuster at [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.

The [redacted] and adjustor provided by Uhaul have not provided a detailed claim as guaranteed by Uhaul. So far it has taken 5 months to complete the claim. The claim was filed incorrectly by [redacted] and now they want me to go through arbitration, I would like to solve this more amicably. As you can see from my Uhaul file, I have filed several complaints to Uhaul regarding [redacted] and their inconsistent and poor service over the last 5 months. Not to mention the conclusion of my claim is unsatisfactory as my file is incomplete so I'm not sure how the claim could be denied. Uhaul/[redacted] is obviously liable for the missing items as there was NO permission given to throw items away initially only to transfer items and now there is NO evidence of any damage to the missing items only a list of the missing items. The adjustor over my claim was not the decision maker for my denial either. He also does not know why there were still wet/molded items sent to me if this was considered a hazard for all of my other items or why I was given items that were not mine to start with. There are too many holes in [redacted]'s claim file for a denial to be appropriate. Please consider this in your next response. Regards,

Review: I ordered a truck and a storage space on the uhaul.com website. Wasted hours of my life trying to route and reroute my whole trip based on the storage space I have a reservation for that does not exist. I can provide attachments of the Reservation that includes the self-storage order. Found out that despite their website letting me make a reservation and sending me confirmed reservation information to email and updated reservation information online- the storage facility has NO SPACE AVAILABLE so how in the world did they reserve it for me AND charge me a 6.95 "order handling fee"

The self storage order was for a 10x20x9 outside drive up storage space in [redacted], NY. I changed my entire trip to be able to go to this storage facility that had the most space for the best price: $70/mo (according to my order #[redacted])

Found out from the guy at the place where I was to pick up the truck (which was also not very convenient but they did at least add miles to my trip for that) that he called the facility and they did not have any space available.

Entirely false advertising. I have an order confirmation for nothing. And nowhere on the confirmation does it say that you need to call to check if something will be available or that possibly you could show up with your order receipt in hand and be told "sorry, we don't have that spot for you that our website told you you had an order for and that you paid a 6.95 handling fee to make".

I am a retired service member and I have fibromyalgia and depression from chronic pain. Wasting these hours of my life and adding stress to an already stressful move makes me really not like your company. Our last move was pretty good with you guys, but next time I will stay away to avoid lies, stress and wasting of my time trying to handle something your company should be able to handle but apparently as I was told the only "supervisor who can do anything will not be in until tomorrow" TOMORROW, REALLY? REALLY BAD CUSTOMER SERVICE from both REGIONAL OFFICES and THE HEADQUARTERS. HOW CAN THERE BE ONLY ONE PERSON AT YOUR COMPANY WHO IS ABLE TO HELP ME GET A *REAL* STORAGE SPOT AND FIX YOUR WEBSITE? THE FIVE PEOPLE I SPOKE TO CANNOT DO ANYTHING TO RESOLVE THIS SITUATION?? AMAZINGDesired Settlement: I want the storage space that I reserved on your bad website. A storage space that size for that price that is Outside Drive Up. It can be in Rochester (which is where I live, nearby) or near that place ([redacted]). But I need it NOW, because my truck rental is for tomorrow and I have tenants moving into the place I am clearing out Sunday.

Business

Response:

January 21, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] stated she had already stored her belongings at another storage location but did accept a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 allow us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

I never used U-Haul in my life and 2 hours being on the phone with them was the worse experience in my lift. We are about to move to another state and when I called to reserve a UBox I asked a representative 3 times that I will not end up hiding fees or surprise charges; she assured me that u-Haul it's a trustable company and they don't have any hiding fees or surprise charges. After we finalized the process I was told that she will send me an email. I asked for copy of contract or document and her response was that when they drop the containers driver will give a copy of contract. In less than Hour I received 3 emails one from U-Haul and two from company called "Moving help.Com" which one of them was an invoice. Immediately, I called U-Haul to find out who is this company that on the top right of the email is stating "powered by U-Haul". After being on the phone for more than 1 hour I was told that they are the one that will bring the containers to my home and they do charge separately. When I asked that why I was not informed earlier they didn't had much to say!! I asked the second representative to review the cost and ensure that I will not have any other charges and come to find out that they bumped up the price $334 more than what we agreed within 2 hours. I asked to cancel my reservation immediately and let her know that I will not do any business with them. I was told that all transactions are canceled and in my surprise U-Haul allowed Moving Help.com to charge my card.
This is total spam and U-Haul should and must be questioned as why they lie to clients and attempt to charge them more than agreed.

Review: On May 9th, I placed an online order with U-haul for a trailer hitch for my 2011 Ford Focus, order [redacted] I scheduled installation for May 22 and took a day of PTO because the dealer would only give me a time slot for late morning and I would not be able to work the morning or afternoon. The appointment was for 11am. I took a day of PTO to get the installation done, and on the day of the appointment, the dealer calls me to cancel as u-haul had back-ordered the item.

I then told the dealer to contact me when the item arrived and that they would have to schedule around me this time. I get online today to check the order, and I see installation was scheduled for 6-13. No one contacted me about this.

I then called to get a refund. I was transferred 4 times and spent a considerable amount of time on hold. I have now been told that the only way I can get my money is to wait for a manager to call me back. This is unacceptable and very bad service. I can request and get a refund from [redacted] in less than 2 hours without a single call. U-haul does not place a link of any sort to request a refundDesired Settlement: I want a refund as soon as possible and an apology in writing (email is fine)

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and listened to his concerns. She also advised him of a refund for $270.78.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: Where to begin? We rented a pod online june 17, 2013 - only to find out that they give the exterior dimensions. Their interior dimensions are half a foot less on each side in the inside - meaning our furniture wouldn't fit. We had to look into renting a truck. June 18, 2013 we rented a 20' truck online. Was also offered 1 month free rental at a storage facility (which we find out later we were misled on that). We received confirmation of our reservation. June 23, 2013, we received a text around 9:40am stating our truck is guaranteed for us at a location that wasn't even open on that day (& it wasn't the location UHAUL we picked when we reserved online). Also received email GUARANTEEING our 20' truck rental at 2110 E Locust St in Omaha, NE at 12:00pm. Again, that place was closed for the day. We called UHAUL - I was told by some snotty lady that I should call back Monday at 9am. Explained to her we are basing our move on this 'guaranteed' reservation & now she tells me there are zero trucks available? She told me I could drive to Lincoln (that is an hour away) & a truck 'might' be there at maybe 4:30pm. Asked to speak to a manager & she told me there wasn't anyone. That again I could call monday at 9am. We hung up. Called back again to speak to someone else. Explained our situation again - she told us to call a phone number that we had already called - told her we had & it did no good. Asked to speak to a manager. Was transferred to '[redacted]' - who stated he didn't know what was going on, but he'd try to resolve. After waiting on hold for 25 minutes, the call was disconnected. We called AGAIN - apparently '[redacted]' does not exist. I was told to call a regional number to resolve the issue. They gave me a number in Massachusetts. I find this out after calling to ask for a certain person they said to ask for - who wasn't even there until Monday 9am. (again, does us no good). The guy there then told me he couldn't help anyways as I was in NE. He gave me another number to call - we did. After waiting on hold for 25 minutes before even getting to talk to anyone, I again explain the situation when someone comes on the line. She then tells me that there are NO 20' trucks at all. I asked her how they can guarantee a truck reservation (through phone call, email & text)? She couldn't answer. I emphasize that we had helpers to help move based on this reservation. She tells me there is only a 26' truck available on the other side of town from us. She would give us that for the price of the 20'. Told her we based our gas on the 20' truck - she says they are the same mileage. She tells us she can give us that truck and a $50 discount. I asked for more of a discount than that as this has caused all sorts of problems for us (this guaranteed truck that isn't even available). She told me to take the offer or leave it. We had no choice. We didn't get the truck until 3:30pm. We lost our help for the day. Had to try to load up the next day, it rained all morning. We sat in our garage crying - nothing is going right. My husband was to start a job out of state on Tuesday - that didn't work as we were delayed in the truck, lost our help, and the weather was awful the day we had to load. I look at our bill and we were never given a discount. This was a huge hassle. How can UHAUL 'guarantee' a truck then not have it?!? When we dropped off the truck in Texas, we ran into a former manager of UHAUL who heard us talking and he says it happens all of the time. Even said UHAUL sends in 'dummy' customers to test the managers to see how they handle it - they are told that they are to tell the customers they don't have a truck right now & they'll call when available. That's not how a reservation or a guarantee work!!! This has been an absolute headache!! Then we get to the storage facility, only to find out that they don't offer a free month of storage rental. They use the UHAUL software, but they don't offer a free month. Explained they were on the website. They didn't know why. When we were given the offer after our truck reservation, we picked from the storage facilities UHAUL had listed on its site. That site said nothing about us having to rent from a UHAUL storage facility (we find this out after we call UHAUL from the storage facility only to find that out. We ask what they have around us & they have a 5x5x8 (a closet) which will NOT fit our 3 bedroom house belongings. We didn't have the mileage or time to drive around so we rented where we were at. We should have still received a free month through UHAUL for the misleading offer. Again, I cannot emphasize what a HEADACHE this has been. It greatly delayed our move. It caused a lot of stress and headaches. It caused my husband to miss a job opportunity.Desired Settlement: We would like a refund of at least half, if not ALL of our costs for renting the truck. We'll cover the gas, but we should be reimbursed for what we spent on the truck rental due to this headache. We would also like UHAUL to pay for one month of our rent at the storage facility that they offered on their website - that was extremely misleading.

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Customer Service Agent, followed up on the information Mrs. [redacted] provided. She attempted to speak to Mr. or Mrs. [redacted] but reached their voice mail. She left a message requesting a return call in order to personally address their concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### if not already.

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.

They attempted to call; however, I take care of 4 children during the day, phone calls are not a good option for me. I received an email offering $75 off future UHUAL goods/services. We do not accept that response from the business either as we will NEVER use UHAUL again. I have attached a copy of my reply to UHAUL regarding this $75 email offer. It is unacceptable considering what we went through and it is NOT what we requested for a response. We want our money back for both the truck and the one month of rental. That is the ONLY solution that will consider this resolved from our end. Attached is a copy of our response. We sent this certified last week and have not received the green card as of yet confirming receipt by UHAUL. They need to make this situation right. Offering future goods/services is useless. We want 100% of the truck rental cost returned to us for our problems (they didn't ever credit our $50 'credit' they promised - and after our experience, that is unacceptable - we want our rental cost for the truck returned to us - as well as one month of our storage paid for as was offered but not honored. Thank you.

Regards,

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Senior Customer Service Representative, reviewed the information Mrs. [redacted] relayed. She relayed that she acknowledges there were communication issues in regards to the information Mr. and Mrs. [redacted] received about the free month storage. As a resolution, they were issued $50 for the reservation concern and she issued a supplemental refund for $75 for the storage concerns. The supplemental credit should post on their next Visa credit card statement. We hope they still take advantage of the $75 VIP Certificate we issued as we feel it can be of great value to our customers and is valid for two years.

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.

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.

A $50 credit for storage is NOT an acceptable solution. We should be receiving the full $124 for the free month. This was UHAUL's mistake, NOT ours. False advertisement/misleading website on THEIR part.

We have not received any $75 credit for the truck - even if we did, NOT acceptable. And we reiterate, AGAIN, we will NEVER use UHAUL again - for anything at all, so their $75 certificate for use of their items is worthless to us.

We have already stated the proper action required to resolve our complaint from our end, which would be at least 50% reimbursement of our rental fees for the truck, if not 100%. UHAUL doesn't seem to understand what HUGE problems they caused by not having the truck 'guaranteed' at the time they stated they would. Again, we have texts, emails, phone calls, & other witnesses supporting the problems we had with the 'reservation'. This is not unusual for UHAUL to do. It needs to be stopped. Proper resolution, again....GIVE US OUR MONEY BACK!!!!!!! Seriously considering taking them to court over this - they were in the wrong and things need to be properly resolved.

Regards (continuing to get very upset with this 'game' UHAUL is playing),

I have tried using uhaul for two different moves in the last 6 months and have had nothing but trouble! End of july booked my truck online and the day before my move never got a call onto where I need to pick it up so I called and they informed me we don't have a truck for you. They said we have a small truck with a trailer if you want no I said I need a 26' truck to fit all my stuff. I had to find a truck on my own and luckily my brother in law knew someone that was returning a truck and he went and rented it for me. I recently just called a uhaul company in fergus falls, mn and than a day before a holiday they call me and said we don't have your truck for your move. So now I sit here needing to move tomorrow and I have no truck. I called Fargo they said yes we have a truck we will call you in a hour for pickup. Well hour and a half went by and no call no confirmation email nothing! So I recalled fargo and they transfer me to the main uhaul and was on hold for ten minutes with no one answering. Totally have been screwed over with no help from them!

Review: Very long story short - The first order they got completely wrong in every possible way - wrong truck, wrong location, wrong manner of contact. We canceled that order and placed a new one. They said it would be even cheaper (new location). However they had to upgrade the truck twice because of a shortage of trucks (which they failed to tell us). Finally, when the move was all done, they charged us EXTRA, for undisclosed and unauthorized fees. They twice asked us if there was anything they could do to remedy, but failed every time we've tried to contact them. Twice now, I have put in a formal complaint. They told me (both times) that they would call me back in 72 hours and never did.Desired Settlement: We were charged an extra $44.07 (unauthorized) in addition to the $200.15. Would like the second charge returned to card.

Business

Response:

U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted].Our records indicate a refund for the requested amount of $44.07 was issued back to Mr. [redacted]’s [redacted] account on April 14, 2015. The refund should post on his next credit card statement if not already.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: Hello, I have a complaint regarding the customer service and billing of a U haul business I believed is owned/managed by a very rude person. I picked up the Uhaul around 12:30pm or 1pm, he was having issues with running the authorization through due to the system was down. So, he had to run it through manually. He demanded the U haul be returned at 4pm which gave me 3 hrs at the most to use it. The business closed at 4pm and when we arrived a fews minutes after 4pm there was noone there. He's charging me 142.89 for not even a full day. I disputed with my credit card and he's saying the billing is for a second day. I have rented U hauls in the past and never had a problem or been overcharged and had it for a full day. I will also report how he is getting over directly with the U haul franchise. I'm sure it's happened to other people. He has refused to return my calls. The amounts he charged on 6/4th was $55.83 & $87.06 the amount I was disputing was the $55.83.Thanks, [redacted]Desired Settlement: I would like to refunded for the $55.83.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email:Dear Ms. [redacted], Thank you for taking the time to contact us. I have spoke to the Area Field Manager that oversees The Mail Room, he will be looking into your complinant. Looking at the contract, you were overcharged for the extra day. I have refunded you in the amount of $32.95 to credit card that was used to make the reservation. You should see the credit within 3-5 business days. I am sorry for any inconvenience endured during your move. If I can be of further assistance, please feel free to contact us.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I reserved a 6x12 trailer with uhaul.com on 04/17/2015 to be picked up at 5pm on 4/18/2015 in Vestavia, Alabama. On 04/18 at 2pm I was called stating the trailer was not available and I would have to drive to Bessemer, Alabama by 3pm to pick up a trailer. I told them my reservation was for 6pm and I do not get off work until 5. They were very rude and did not care. When I mentioned the reservation guarantee stated on uhaul.com I was told that does not apply because they called me to cancel. That is not what the guarantee states (http://www.uhaul.com/reservations/PopUpGuarantee.aspx); I called back in and was told that I would only get a $50 credit if I drove to the Bessemer location and was there by 3pm. They will not honor their reservation guarantee for not having my trailer!! They hang up on you and are very rude and mean.Desired Settlement: I hired movers to be here, now I have no trailer. No other company will do same day rsvps. So now I am out $375 for the movers and truck plus the $50 reservation guarantee I'm owed. If I do not receive $425 from uhaul by 05/01/2015 I will be suing U-haul in small claims court for $5,000.

Business

Response:

April 23, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] to discuss his concerns but he did not wish to listen to her explanation and disconnected the call. She called him back but the call went directly to his voice mail.

Please be advised when a reservation is made, our Traffic Team accesses the equipment location logs and schedules and finds the best match to our customer’s request. We then contact our customer in order to come to an agreement on the size, place and time the equipment will be available. After that agreement is made, if we fail to have the equipment at the time and place documented in the agreement, we offer to pay our customer a $50 Reservation Guarantee Fee for that failure. This was the case with Mr. [redacted] because it was necessary that we ask him to drive to an alternate pick up location to secure the needed equipment. Having to offer other options can be due to various reasons, which include a previous customer not returning the equipment on time or dropping off at a different location, as well as equipment malfunction. Also please be advised that Ms. [redacted] issued a refund to Mr. [redacted] for the $50 Reservation Guarantee Fee.

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.Yes, someone did call me and advised me that I would not receive the $50 guarantee. I asked why and was told that because they called me an hour before my pickup. I explained the guarantee says I get $50 if they cancel or change the reservation. She was very firm saying I cannot and will no get the guarantee. I told her she is wasting my time and hung up. She never offered to give me the $50. I have all my phone calls to and from Uhaul recorded as any smart consumer should. Every single person I called in uhaul customer service refused to honor the guarantee. But the in store employees expressed I should receive it. Uhaul has shady business practices and lies to their customers. Please let me know how you already started to give me the $50 when you do not have my address to send me a check?

Regards,

Business

Response:

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Alabama Regional Office, reviewed Mr. [redacted] recent comments and sent him the following email in response:

Good afternoon, I have contacted UHaul's credit card processing department and was instructed that the $50 did go through. Please give the following tracking number to your institution: [redacted]. Best, Executive Assistant [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

Review: I was charged without authorization and they caused my account to overdraft and refused to refund the fees. The ceo [redacted] cursed me out and told me good luck getting your money back. He was very unprofessional, he admitted to hiring inadequate employees to handle the customer care center. All this after numerous recorded calls to customer service where I was given confirmation by a supervisor named [redacted] that the fees would be refunded and instead of that happening without my knowledge they closed my case without any resolution.I requested copies of the recorded calls and I got no responseDesired Settlement: I would like to get my money back $180 in fees to be exact.

Business

Response:

Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted]’s bank was contacted on her behalf to request the bank charges be reversed. Her bank relayed they would reverse the charges, however, they would need to hear from Ms. [redacted] direct. Mr. [redacted] explained the extra day charge was a valid charge. A refund was issued in the interest of customer good faith although we were not able to find the person she states she spoke to in Customer Service that provided an extension on her contract. Contract extensions are normally noted electronically in the contract notes. 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,[redacted]Executive AssistantU-Haul International