U-Haul International, Inc.

Review: I rented a 20ft uhaul truck to move from [redacted] Florida to the [redacted], Missouri area on December 2nd and was alotted 5 days to return the truck by December 2nd. I was called back to work in [redacted] and was forced to leave the loaded truck in Florida and make the drive at a later date. This required that I retain the vehicle for 6 extra days at $40.00 per day. I began the drive on December 8th and arrived evening of the 9th, unloaded on the 10th and returned on the 11th. During the drive I drove through a consistent 7-8 hours of rain and upon unloading the truck the following day noticed that items on one side of the truck were wet. After searching for the cause of the water I noticed that daylight was visible from a four foot section of missing roof seal. I purchased the $83.00 insurance to only to ensure the protection my personal items as my car insurance company would have insured any damage that I may have caused to the vehicle during the move. It says specifically in the orange pamplet insurance exclusions decription that "safemove does not cover theft or burglary of cargo, nor does it cover water damage or damage resulting from intentional or criminal acts or willful or wanton or reckless acts." However, I did not receive an orange pamplet at the time of rental, only at the time of return nor was I advised of the exclusions contained in said policy. In fact I asked the store representative specifically if personal items were covered, which the indicated they were. A different representative made a cursory walk around inspection of the exterior of the vehicle as did I, as well as look inside the cargo area of the truck and did not see any damage. However, upon post (water damage) inspection the missing seal was only visible when the roll-up door was closed (which was required for the investigation) or from an elevated position such as a two story catwalk which the store representative used to take the pictures. After returning the truck I was advised that the extra days were going to cost an extra $258.42 and that any damage claim would have to be taken up with the insurance company. The insurance company in turn denied the claim citing that they did not cover water damage. However, as I was not advised of this and even mislead upon rental and felt that uhaul should bear some of that burden. All I asked uhaul to do upon filing a complaint was to dissolve the additional cost placed on the account for extra days to compensate for the damage to my belongings. They were unwilling to share any of the responsibility because there was no REPORTED damage on file from a prior rental. Regardless of the fact that the damage was not readily visible.Desired Settlement: To dissolve the $258.00 in excess charges and to close the account to compensate for damage to personal belongings due to defective equipment.

Business

Response:

December 24, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of North Orlando, followed up on the

information Mr. [redacted] provided. He informed our office he spoke

to Mr. [redacted] and advised him he would have the Promissory Note

canceled. Since Mr. [redacted] was not actually charged, a refund

will not be issued. Mr. [redacted] provided his cell phone number in case

he had further questions regarding his rental. Mr. [redacted]

expressed his appreciate for the call.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented a van for moving items from [redacted],** to [redacted],**. I asked to be able to return the vehicle to a location close to [redacted],**. there wasn't a close location in [redacted] only in [redacted]. however the clerk wrote up the rental to return to [redacted],**. I was charged double mileage and the inconvenience of having to return to [redacted]. to make matters worse their customer service at u haul headquarters was completely belligerent and refused to make any accommodations.Desired Settlement: only be charged the one way rental fee.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and explained the charges to him. She assured him he was provided the lowest and best rate. She explained the one-way rate for a cargo van to [redacted] would have been a total of $149.35, which is $7.09 more than what he paid. Mr. [redacted] stated he would like to pay the remaining balance of his rental and will call our Collections Department to make payment.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: My mother rented a truck for myself and my children to move her out of her apartment; this truck was reserved 2 weeks in advance. I arrived at the UHaul location on 309 in Montgomeryville, where I have rented more than 5 times over the past 10 years, on Sunday 8/26/2012 to pick up the truck that was reserved in her name with her credit card. I was told there was an alert on my name from 2002 and they could not rent me the truck until I paid an unpaid balance of $45.73. I told the clerk I have rented numerous times since 2002 and have never been told this before. He called the number on the alert and put it on speaker. A very rude woman answered the phone and told me I could not rent the truck until I paid $45.73. I protested that I always paid for my trucks on my credit card and my credit card was always charged. I added I have never received a notice or a phone call about this and my number has not changed in 10 years. She offered no explanation and told me I had to pay the $45.73 to rent the truck. I told her the truck was in my mothers name and it was for her to move today. I was then told because I have a balance I need to pay that they could not rent to any of my family members or friends either. I have never heard of such a thing. I was beyond upset. I did not have the $45.73 to spare and I was against paying for a bill from 2002 that I had no idea what the charges were for. So I was bullied into paying the $45.73 so I could move my mother out of her apartment which had to get done that day. I have always used UHaul but I never will again and I still have not received proof of what the $45.73, that UHaul stole from me, was for.Desired Settlement: I would like the $45.73 refunded to me and I would UHaul to compensate me for lost time, embarassment (as the store was full while this was going on) and the undue stress this issue cause me.

Business

Response:

September 13, 2012

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

Ms. Christine Kanuck, our Executive Assistant for the U-Haul Company of North Philadelphia, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the inconvenience she experienced and advised her of a refund for $45.73 that was issued back to her Visa account on September 8th. The credit should post on her next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Kristine Capasso

the refund has been recieved and I am satisfied with the outcome of my dispute. thank you.

Review: I called several weeks ago to reserve a u-haul and asked for the biggest vehicle available for a move. I was called today, the day before the move and was told there is nothing available. I live in [redacted] and there are no vehicles available in any nearby communities in the near future. They told me there was a vehicle available in [redacted] but that is a 7 and a half hour drive away and even if I were I able to go there I would not have been able to make it before closing. They told me they have a 20ft vehicle that can possibly be made available Monday but that won't work as I have a 5 person family and a 4 bedroom house. I have been told that they made a reservation for a 20ft vehicle for me but that is a mistake as I requested the biggest available u-haul.

I am now in great distress. I have tenants moving in to this house on August 18th and I need to empty the house and clean it. This is now impossible. I have called every moving company in town and no one can move me with such short notice. I may have to put the tenants arriving on Monday into a hotel until my home is empty and someone, anyone has a vehicle available. This will come at a tremendous personal expense. I cannot emphasize enough the stress this is causing.Desired Settlement: An apology and payment for any extra expenses incurred because of their breach of contract.

Business

Response:

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 spoke to Ms. [redacted] and addressed her concerns. Ms. [redacted] explained our Traffic Department was able to provide the correct size truck Ms. [redacted] requested as well as on the day requested. A rate deduction was given for the inconvenience Ms. [redacted] experienced from $560 to $450. An extra day was allowed along with an additional 150 km’s to complete her move. Ms. [redacted] relayed that Ms. [redacted] was happy with this resolution.

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 dropped a U-Box off at a U-Haul location at [redacted] on July 25 and was told that it would be delivered to my new city ([redacted]) no later than 11 business days from July 25, which would mean it should arrive no later than today, August 9. However, I've since been told that it won't get here until "around August 19" but U-Haul has not been able to tell me where the U-Box is or provide me with more than an estimate for when it will arrive. Below is the timeline of my experiences:

Saturday, June 29: Anxious to ensure that the U-Box option would work for our move, my wife and I went to the [redacted] and made a reservation, in person, to pick up a U-Box on July 25. We were told the shipping time would be no more than 11 business days from when we returned the U-Box. We provided our new address (in [redacted]) at this time.

Monday, July 22: My credit card was charged for $74.74. I was unaware of this at the time and still do not know the reason for this, but I believe it was for a storage fee for an order that was not mine.

Tuesday, July 23: I received an email with [redacted]’s name on it requesting me to complete a survey to provide feedback on my “recent storage experience.” I did not reply or complete the survey.

Wednesday, July 24: Received a call from [redacted] asking me if I had picked up my U-Box yet. I explained that I was not scheduled to pick it up until the following day. I asked him if there was a mix-up because I had received an email the day before about completing a survey already. He seemed confused and was unwilling to explain in more detail what had happened. I was still not aware at this time that my card had been charged and [redacted] did not mention it.

Thursday, July 25: Picked up the U-Box in the morning at the [redacted]n. [redacted] seemed confused again but wrote down our information while interrupting the employee who was renting the trailer to us. This was the second time (but would not be nearly the last) that we provided our [redacted] address and stated that we needed the U-Box shipped there.

We dropped the U-Box off at the [redacted] before it was closed on the 25th. At the time, I spoke with a lady inside and told her I was dropping off a U-Box that needed to be shipped to [redacted]. Again, I had to provide the new address. I asked to pay for the shipping right then, and she refused to accept payment, saying that someone would contact me within 24 hours to process payment. She told me she understood that the box needed to be sent to [redacted] (11 business days would be August 9). The person actually receiving the box in the yard also knew it was to be shipped out.

Friday, July 26: I received a call from [redacted]. Again, confused and ambiguous, he said he had forgotten to charge me for the storage fee. At this time, I checked my credit card statement, saw that I had been charged on the 22nd, and explained that to [redacted]. He did not tell me why I had been charged earlier, but demanded that I provide my card information and that he’d be able to charge it but then credit it back. I provided the card information, and he told me that my box would now be shipped (as an aside, my card was charged and credited at this time correctly).

Saturday, July 27: I had still not received any kind of email or real confirmation, other than from [redacted], who I was not very confident in by that point, that my U-Box was being shipped, so I called his location and the [redacted]. No one at the location answered so I was forwarded to a call center where the employees told me they could not help me because they didn’t see my order in the system yet.

Sunday, July 28 – Thursday, August 1: Made 4 or more phone calls per day at different times of the day to the [redacted], to try to find out the status on the box. Not a single time did someone pick up the phone at the location. Instead, the calls were all forwarded to a call center. I spoke with the call center each time and never received any information regarding the box. I also spoke with the actual U-Box customer service department, and they were also not able to provide any information because my order “wasn’t in the system.” The call center employees told me multiple times that they were sending messages to the location to have someone call me. I never received a call until Thursday.

Thursday, August 1: Received a call from [redacted] at the [redacted]. When I asked him to tell me the status on the box and when it was expected to arrive in [redacted], he told me that it was still at the [redacted] because there were no instructions to have it sent anywhere and because I had not paid the shipping charges yet (which I had tried to pay for a full week at this point, not to mention when I actually dropped the box off). I gave [redacted] my credit card information and provided our new address again. He said that the box was actually still guaranteed to arrive in [redacted] 7 calendar days later (which would be August 8).

Friday, August 2: I checked the order of the status online (now that it was actually “in the system”) and it said it was in transit.

Wednesday, August 7: Received an email stating that my U-Box had been shipped. I then began the process again of trying to get a hold of someone at the [redacted] to find out what that really meant since it should have been well on its way. Because they don’t answer their phones, I did not get to speak with anyone.

Thursday, August 8: When I checked the status online, it showed an estimated arrival day of August 19. Still unable to reach anyone at the location, I spoke with someone in customer service who gave me the cell phone number of the VP ([redacted]). I called [redacted] and left a voicemail, which was returned by one of his employees who, while patient to hear the story, could not help me or give me any additional information about why our U-Box would not be arriving today or tomorrow. I called the [redacted] and spoke to a man named [redacted]. When he told me [redacted] was not available, I began to explain my situation to him when he hung up on me. When I tried calling back several times, my calls were only answered by the call center. [redacted] returned my call later in the day, after I had made several requests with the customer service employees for someone to call me from the location. [redacted] was not able to tell me where our U-Box currently is, and he was unable to give me more than a guess of when it might arrive in [redacted].

I have been utterly amazed at how badly U-Haul has failed and how it seems to get worse with each step.Desired Settlement: At this point, I am requesting that the U-Box be delivered by today, August 9, as promised multiple times. If that is not possible, I request full compensation for the following:

U-Box shipping costs: $906

U-Haul will deliver the box directly to our apartment and provide movers to unload it since my schedule will no longer allow me to: About $350, per U-Haul’s pricing on the website

Cost of meals (for two people) for not having kitchen materials: $40/day after August 9

Hotel charges or a new bed so my 7 ½ month pregnant wife will not have to sleep on the floor: $1,000

Business

Response:

<stron*>Au*ust 13, 2013</stron*>

<stron*>Thank you for your concern for our customer [redacted]</stron*>

<stron*>[redacted] the President in our Salt Lake City Re*ional Office spoke to [redacted]t on 8/9. It was a*reed [redacted]t would contact [redacted] when he has verified the contents of the U-Box upon it's arrival. [redacted] would compensate [redacted]t for the shippin* at that time. </stron*>

<stron*>Our customers are very important to us and we re*ret to hear of situation that cause problems for them. Thank you for brin*in* this matter to our attention and allowin* us to offer a response.</stron*>

<stron*>Sincerely,</stron*>

<stron*>[redacted]</stron*>

<stron*>Executive Assistant</stron*>

<stron*>U-haul International.</stron*>

DO NOT USE THIS COMPANY. I requested a trailer over 3 weeks prior to my move and was given less than a week's notice that the price had increased from my original quote of $90 to $500 dollars. It's absolutely dishonest and foul practice for a company to disrespect their customer by putting them in a position where they either have to pay an additional $410 dollars or to scramble at last second for their move. When asked why the price had increased they had no valid reason, other than that was the price set by the company and I had to either accept it or get screwed over.

I WILL NEVER USE THIS COMPANY AGAIN NOR RECOMMEND IT TO ANY FRIENDS OR FAMILY.

Review: The UHAUL truck I rented for my business did not have a working transmission nor did it go in reverse. I was unable to complete my move with the truck and could not put gas in it due to the circumstances. I was refunded 100.00 for the truck not working however, I was billed another 76.00 for fuel fees. The truck cannot be refueled due because it does not have a working transmission and cannot be refueled because it is not a functioning truck. Therefore the charges for "fuel" were not used for what they were supposed to be used for and therefore it is an inappropriate charge on my behalf. I appreciate UHAUL refunding the money for the truck but by adding the fraudulent fuel fee, they have done me no justice. I have been a customer of UHAUL regularly for two years now as evidenced by my rental history. I would appreciate the company's veracity and compliance in this.Desired Settlement: I would like a refund of at least the fuel amount that was charged.

Business

Response:

May 27, 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 [redacted] followed up on the information Mr. [redacted]provided. He informed our office, other than the refund for $100, no further refund or adjustment 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

Review: My son returned to school ([redacted] University) and was told he could pick up his stored items at this location. He rented a car to pick the items up and after an hour and a half wait...they said they could not find his items but would call him. We have spent hours on the phone and talked with multiple people to try to find out where his boxes are. Each time they say they are sending a message or IM to someone and promise to call us back. We have heard from no one and this all started on Friday afternoon. My son has none of his bedding or toiletries, etc and he needs to find someone who can help him get his stored items.Desired Settlement: We need his belongings ASAP....we're frustrated and can't find an individual who will do more than send an IM to what we think is a mystery person??? No one is calling us back and we don't know what to do next.

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our S[redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. Ms. [redacted] relayed her son did obtain his belongings and received a refund.

As we value Ms. [redacted] and her son as customers, Ms. [redacted] sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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:

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

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

Regards,

Review: In 2012 U Haul in [redacted], Louisiana told me to return a truck in[redacted], Louisiana, close to where I work, they then slapped me with $118 in fees for this and will not reverse the charges despite how unethical I think this to be. Not only that but to add insult to injury they will not take partial payment on it.Desired Settlement: U Haul should reverse the $118 fee that they imposed on me in 2012 or they should at least let me pay this out in partial payments. What makes me even more angry is that a year later I went to rent a truck on the UHaul web site and my rental was approved. After going through a considerable amount of trouble to get to the UHaul location I was told about this fee. The web site is giving invalid information on confirmation of rentals.

Business

Response:

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

[redacted], our [redacted] for U-Haul International, followed up on the information Mr. [redacted] provided. He left phone messages for Mr. [redacted] requesting a call back but has not received a return call. He recently also sent Mr. [redacted] the following email and hopes to hear back soon:

Mr. [redacted], I am the Customer Advocate for U-Haul International. I have left some messages for you to please call me on my toll-free line so that we can resolve this together in a few minutes of conversation. This toll-free line rings directly on my desk: ###-###-####. Looking forward to talking to 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

Review: I rented a truck from this center. I went in to report that mileage was not correct when I checked it out. The representative profusely told me that it would be corrected on the contract upon check out. I then received my bill and it was not corrected and I was overcharged. I left a message with the manager but did not hear back.Desired Settlement: Full refund of $117.18 due to the overcharge, and the aggrevation I had to go through to correct an error that I reported as being incorrect.

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. J[redacted] our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. He informed our office he left a message for Mr. [redacted]offering his apology for the inconvenience he experienced and advised him that he issued a refund for half of his rental as an adjustment. The refund for $58.59 was credited back to Mr. [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a 26 foot truck for my moving day on July 31st. I was called two days before that and they told me the truck I ordered was not available and if I wanted that size truck I would have to drive three hours to [redacted] to pick it up. I was then told I could have a 10 foot truck with a 6 foot trailer. I had to drive a hour away to get the 10 foot truck and a half hour to get the trailer. When I went to pick up the trailer it was not there. I have spent over 3 hours on hold with this company being bounced around from one person to the next, with none being help full. I paid over 70 dollars in my own gas money in this truck because I had to make three hour each way trips to be completely moved. I would not have had to do this if I had the truck I requested. This company made a all ready stressful situation a complete nightmare for me. They out taken reservations like a airline agency. They take a order they do not have equipment for and are making there costumers life's a nightmare. They need to be stoppedDesired Settlement: I would like to be completely refunded the amount of my purchase and would like extra for the gas I had to put in. A total of $150

Business

Response:

August 2, 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 [redacted] followed up on the information Mr. [redacted]provided. He sent Mr. [redacted]an email offering his sincere apology for the inconvenience he encountered and explained that although we do our best to accommodate the preference of every family requesting equipment, we do run into situations where we experience equipment shortages and unable to fill the reservation exactly as requested. Mr. [redacted] also issued a refund for $80.00 as an adjustment on Mr. [redacted]rsquo;s rental.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The response on June 6 to Revdex.com complaint #[redacted] was that a refund would post to my credit card account. The credit has not posted as of July 9.MESSAGE FROM BUSINESS:June 7, 2012Thank you for your concern for our customer Mr. Nelson.Ms. Sakiya Reddick, our Executive Assistant for the U-Haul Company of Eastern FL, previously followed up on the information Mr. Nelson provided. She informed our office she issued a credit for $48.45 as a fuel reimbursement back to his 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,Maria PalmisanoExecutive AssistantU-Haul InternationalDesired Settlement: Refund as stated of $48.45

Business

Response:

July 17, 2012

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

Ms. Davina Bean, Senior Staff for the U-Haul Company of Eastern FL, reviewed the information Mr. [redacted] provided. We apologize for the delay in processing the credit as promised. Ms. Bean assured our office she had issued a refund for $48.45 back to Mr. [redacted]'s Visa account, which will post on his next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I reserved a u-haul truck a week in advance to be picked up at a location near my house.24 hours prior to the scheduled pick up time I received a call from U-haul stating that I must pick up the truck at a different location ([redacted], Va, about 20 miles away, at 9 a.m. on saturday July 28th, 2012.When I arrived I was ignored for about thirty minutes and then was told that there was no truck available.I called U-haul directly and waited on the phone for an hour only to be told there were no trucks available. While I waited, several more people showed up and were told that they were not getting trucks either.Eventually I was told they would have a truck for me by that night, but I could not drive it very far because it had a bad transmission.I cancelled my reservation and was not reimbursed for the gas spent driving out of the way to pick up a truck I was told would be waiting for me. I received no follow up or apology from the u-haul company.Desired Settlement: written apology

Business

Response:

August 7, 2012

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

Our records indicate our Regional Office for the U-Haul Company of Richmond issued a credit for the $50.00 Reservation Guarantee Fee back to Mr. [redacted]'s Master Card account on August 7th. 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: U-HAUL charged me 135.25 twice and they said they did not. they are putting the blame on my card. but the only reason I know is I get a text message everytime my card gets charged.Desired Settlement: I want my money back.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Mr. [redacted]. Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and explained the credit card process and emailed him documentation confirming he was only charged once. 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 Assistant U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I am not satisfied with U-Haul. it might not look like I was charged twice on their side. can they explain why I got a text message from my bank saying it. I was charged 135. 00 and I will never use them again. and my wife has put on [redacted] how crapping they are. they should not be allowed to do what they do. they have hidden fees they do not tell us about. I hope they go bankcrupt. after this . Regards, [redacted]

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Mr.[redacted].

I did confirm U-Haul charged Mr. [redacted] Card account $135.93 once. We have no record of any additional charges. I would suggest Mr. [redacted] either go on line and check his account, call his credit card company to confirm the charge or review his bank statement when he receives it in the mail. If there is a double charge for the same rental, he can forward a copy of the statement to me for reimbursement. I can be reached 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, [redacted] Executive Assistant U-Haul International

Review: I called U-Haul's 1-800 number to reserve a truck. The operator quoted me in-town price while knowing full well this was an out-of-town rental. When I arrived at their rental location one week later to pick up the truck, they tell me the rental should be $229, not $29. After one agonizing hour on the phone with another U-Haul representative, they offered to reduce the rate to $99, but I had to drive 110+ miles to return the truck to the original pick-up location.Desired Settlement: Reimburse me for the difference in price: $99 - $29 = $70. As well as refund me the price of gas incurred in driving that 110 miles to return the truck to its original U-Haul location: $45. Total reimbursement: $70 + $45 = $115

Business

Response:

August 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Ms. [redacted], whose name actually appears on the rental agreement.

Our record indicate a refund for $107.00 was issued to the [redacted] account on file as an adjustment on their rental. The refund should post on their next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a van 9 days in advance for a [redacted] pickup and a drop off in [redacted]. (I had wanted a drop off in [redacted], but they said I could not drop it off there. I called two days before to confirm and I was told that my location had changed to the [redacted] on a street that a week ago had a shooting and that they had gone ahead and given me some extra miles. While it is true I need these extra miles because of the farther distance. They have done nothing to compensate me or reduce the price to make up for my increased gas usage, extra tolls, transportation for me and my friend or my time. They have been rude on the phone saying they can change my location anytime they want. It is now too late to schedule with another company. If I had not called I would not have known about the new location. I spoke with multiple people over two days as they kept giving me numbers and referring me to other offices. Multiple people have told me to speak to a woman named [redacted]. One day I called and they said she is not in, but she is in tomorrow. I called and they said the same thing again that she is not in and will be in tomorrow and she is the one who can offer a credit. I do not believe this [redacted] exists. I think they are doing some unethical business practices. They say I do not qualify for their $50 guarantee because I have to show up that day and see the equipment is not there. I have explained that they are already telling me the equipment is not at the [redacted] location which is why they are sending me to the [redacted]. It would be one thing if the location they are changing me to is in [redacted], but the [redacted] might as well be [redacted]. The guarantee they say is

Your U-Haul reservation is guaranteed!

When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.

Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50.Desired Settlement: I would like them to credit my credit card or give me a check for the $50 guarantee they show online if your equipment is not at the location you reserved.

Business

Response:

June 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and addressed his concerns. She explained his situation did not qualify for the refund of the $50 Reservation Guarantee Fee. Ms. [redacted] did however, offer to issue him a refund for $20 in the interest of customer good faith. The refund was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I got my storage unit for the first month free with my one way Uhaul rental on Nov 30, 2014. On Dec. 30, 2014 I got online to pay my first month payment that was due. I then found out that Uhaul put me on auto pay without my permission. The charge was already pending in my bank account in a different state 6 hours away. I immediately called the store in Elyria, Ohio on North RIdge Rd. and the girl said the manager was gone for the day and that he would have him call me tomorrow. I said not good enough its coming out of my account today and was going to bounce. She then said she would call the manager and have him call me. When I received no call back from anyone I began calling again. No one could or would help me. I kept getting transferred and 2 different people actually hung up on me. The money is going to bounce in my account and I am going to be charged for it. I cant even call my bank and place a stop payment on it because my bank charges $29 for a stop payment and there is not that much in that account. I have a different account here in Ohio that I was trying to pay my payment with thats why I signed up online to manage my account there. I have never in my life received such bad customer service. Worst experience in my life with a storage facility. What gives these people the right to auto deduct ANY thing from my account without my permission? I guarantee I have my things moved to a new facility as soon as possibleDesired Settlement: I want Uhaul to give me a truck to move my things to a new storage facility and refund any money charged to me by my bank!!

Business

Response:

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Cleveland Regional Office, followed up on the information Mrs. [redacted] provided. He informed our office our U-Haul Center GM contacted Mrs. [redacted] and explained all storage accounts were put on auto-pay and apologized for the inconvenience she was caused. He reversed the payment and advised Mrs. [redacted] she could go online and use another form of payment.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have been renting a uhaul storage unit since 2005 @ the 9411 Atlantic Blvd location in Jacksonville, FL.

My contract I signed in 2005 with regards to this storage space stated I have facility access hours from 6 am to 10 pm everyday.

I have not had a problem until current property manager [redacted] has locked me out numerous times recently. I have not been able to gain access to my storage unit as early as 7:30 pm weeknights. This is unacceptable. When I call the after hours emergency number no one answers. This is also unacceptable.

When I tried to get this problem resolved on Wednesday, February 26, 2014 @ 6:30 am with [redacted], he would not even listen to my problem. [redacted] simply shrugged his shoulders and said that is too bad for me. Very poor customer service. I have no other alternative but to contact the U-haul home office in Phoenix to get my problems resolved.Desired Settlement: My daily access hours of 6 am to 10 pm restored because U-Haul property manager [redacted] refuses to correct it. [redacted] will not even discuss the denied access situation with me to get it fixed.

Business

Response:

March 3, 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 Jacksonville regional office, followed up on the information Mr. [redacted] provided. She explained as of 2012, the signed contract on file for Mr. [redacted] indicates he is only paying for the price of the room. We have since granted him extended hours, which will allow him access from 6am to 10pm.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: The Uhaul truck we rented from this facility had previous damage that we didn't see (it was a dark and rainy afternoon/evening). The customer service representative didn't not walk around and do an inspection of the truck and did not inform us to do so either. The damage was pointed out by a rep from the a different Uhaul facility. We opened a claim and told them that we didn't do the damage and explained the situation, but they denied our claim. Product_Or_Service: Truck rental/Uhaul Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the charges for the damages reversed.

Business

Response:

September 12, 2012

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

Mr. Dean Hopman, our Area Field Manager for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. Mr. Hopman explained he did a Dealer Service Report at the renting location, which includes reviewing the U-Haul dealers performance, inspecting the equipment on his lot and getting any repairs done as needed. Mr. Hopman also stated he inspected the truck in question the day of the rental and saw no damage. He informed our office he was unable to reach Ms. [redacted] but left a message explaining a refund would 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,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

An[redacted]

I am absolutely sure that we were not responsible for the damage on the vehicle and sure that the damage was there when we rented the vehicle as I was with the vehicle the entire time. Unfortunately, the company's policy assumes that the customer is wrong. The company never did a walk over with us nor did they inform me or suggest I do a walk around to look for damage. We purchased full insurance from them (even though our own insurance covered us), so I wasn't concerned at the time. But they didn't not inform me that the insurance is limited. I tried to resolve the issue with the company, but they weren't interested in trying to "resolve" the issue and know that their company won't be hurt by hoodwinking a few customers such as myself.

Business

Response:

November 28, 2012 Thank you for your continued concern for our customer Ms. [redacted]. Ms. Julie Lloyd, our Executive Assistant for the U-Haul Company of IA, reviewed the information Ms. [redacted] provided. She assured our office she has done extensive research on Ms. [redacted]'s rental concerns. She explained that the day prior to Ms. [redacted] returning the truck it was raining so bad, that in fact Ms. [redacted] mentioned they pulled the truck off to the side of the road and sat until it stopped raining. Ms. Lloyd concluded that had there been damage to the roof of the truck when it was rented to Ms. [redacted], Ms. [redacted] would have sustained water damage to her items in the truck, however, a damage claim was not filed. The truck was then returned the next day when it was not raining. The back of the truck was not wet indicating the damage had to have been done after it rained while still in Ms. [redacted]'s possession. Ms. Lloyd stated that it is possible Ms. [redacted] may not have realized she damaged the top corner cap of the U-Haul truck, however, she is still responsible for payment of the damage done. The truck was dispatched with no damage but returned damaged. Ms. Lloyd contacted Ms. [redacted] to discuss the situation, however, Ms. [redacted] relayed she did not wish to speak to anyone from U-Haul again. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response. Sincerely,Maria PalmisanoExecutive AssistantU-Haul International

Consumer

Response:

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

Uhaul's "evidence" against my complaint was that I did not file a damage report for my items, which they claim would have been damaged due to rain. However, as I explained to several Uhaul personnel, we rented the truck in order to pull a trailer that we own, so there would not have been any damage to "our items." This is the reason we did not file a claim for "items" inside the truck. This was explained to them. Also, Uhaul called me and began harassing me about filing this claim. I had to hang up on them.

Regards,

Review: In July I allowed my mother to charge ONE day usage of a U-Haul. She ended up needing the U-Haul for another day. I called the local facility and told them that they was not to charge my card anymore. One August 13, a month after the U-Haul was rented, my card was charged another 205.00 without my consent and prior knowledge. I have made several attempts to get my money back however each attempt has been unsuccessful and sending me to different people because each person is unsure who can authorize it. I want my money back ASAP!!!! I verbally told them that my card was no longer to be charged which means they did not have my permission to use it anymore.Desired Settlement: I want my money returned NOW!!!!

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office.[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office, upon researching the rental and speaking to our U-Haul Center involved, the rented truck was dropped off after hours. The truck was rented for [redacted] in the name of [redacted]. Ms. [redacted] was put on our E-Alert system for owing $96.36 on a rental from June 2, 2014. We attempted to charge the credit card at the time but it was declined. A Promissory Note was generated and sent to Ms. [redacted] with an opportunity to pay with another form of payment. We never heard back until our Credit and Collections Department debited the credit card for $205.49 in August on the credit card used at the time of rental. Ms. [redacted] relayed that they would be glad to credit the card back if Mr. [redacted] can provide another form of payment for the rental charges. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International