U-Haul International, Inc.

Review: I relocated from [redacted] to [redacted] last month. I moved with U-haul U-Box and its contracted mover. The U-Haul store at [redacted] is the nearest one to my place and U-haul assigned that store for picking up my U-Box.On the scheduled day of moving, I received a voice message from the U-haul store claiming that they called me several times to schedule the pick up and I never answered their calls. They said I have to pick up the U-box before 4pm because after that time there will be only one attendant at the store and that attendant cannot leave the front desk unattended to take the U-box. That was ridiculous. The store closes at 7pm and I cannot do anything with my move after 4pm? The most important thing is I never received any notice of this policy before the moving date. My mover eventually was unable to make it before 4pm. I have to reschedule everything because of the delay.My U-box arrived in Irvine two days after the guaranteed delivery date. I had to sleep on the floor at my new apartment.Desired Settlement: I would like a refund for the moving charges. The delay created so many troubles. I have to change the date of my flight, change my hotel reservations, and change my rental car reservations..The service was absolutely unacceptable.

Business

Response:

Thank you for your concern for our customer Mr. **.[redacted], our Executive Assistant for our [redacted] Office, followed up on the information Mr. ** provided. She informed our office she left a message for the last three days requesting a call back in order to personally discuss Mr. **’s concerns. She relayed she had not heard back but can be reached 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

Review: This location advertise and counsel me to purchase a product that they knew was not appropriate for my car and they knew my car could not handle it. I witness how their computer was not allowing the transaction for some reason... I today understand why and the corrupted employees all got together and input manipulated information into their system to bypass the restriction. This cause me many unexpected expenses and damages that I had to cover out of my pocket. I called the company many times and file a claim to the headquarters for my money full refund. The company told me they would refund me and I'm still waiting to be refunded $575. I have a written statement from an experience employee from another of the U haul company establishment in Texas ensuring that the items that the U haul in Florida sold me could not be supported by my vehicle, nor could my vehicle handle it. Also, the U haul in Florida did the wiring of the hitch cables improperly causing damages to my vehicle and my brake lights will not go off. I have the inconvenience of having to unplug my battery cables when the car is parked so the battery don't get drain.Desired Settlement: FULL REFUND OF $575.00 and the payment for the expenses for fixing the electrical wiring of the hitch which damaged the electrical system of my Toyota Camry.

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted]@uhaul.com, President, U-Haul Company of Orlando

A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

U Haul not only failed once but twice and it continues to fail on us the customers and affected party. We are requesting the full refund as explained in the complaint. And let me be cleared, the full refund will not even get close to the extensive amount of our own money we had to spend towards correcting their mistakes and failures. Their fails cost us the savings we had for the relocation to Texas and put us in a dire situation that we do not wish on no one, mind you I have a child. We were on the road suffering due to their mishaps. A trip that would normally take 14 hours turned into a 4 day trip that drained all our finances. The company as being irresponsible and rude with us from the beginning. The employee [redacted] at the Orlando, FL was very rude and unkind, non cooperative and disrespectful to us during our phone conversations. We contacted Uhaul locations and the headquarters many times and our claims had been ignored, giving us no choice but to take action against them. Please, resolve this once and for all and take responsibility for your failures. UHaul failed and I don't recommend them to anyone. Be aware, stay away from this company.

Regards,

Joan Belmont

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed [redacted] recent comments to your office. [redacted] advised our office there has been no change in the resolution already presented and asked that we refer you back to my previous response dated August 5, 2014.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On July 15th, I submitted a reservation for three UBoxes to be used for moving from Boston, MA to Madison, WI. The UBoxes were scheduled for delivery to our home in 10 business days from July 30th (Aug 13th). I was emailed that the UBoxes arrived to the Madison location as scheduled (Aug 12th) and I was to get a call one day before delivery with a time range for delivery. My wife and I called UHaul at least 7 times on Aug 12th or the 13th and was always told I would be called back. This never happened. After the fifth call, someone told me I was probably going to be scheduled for a delivery on Aug 17th--that would be 15 business days later, and 19 days total. That same day (Aug 13th), I went to the U-Haul center to speak with the manager, and was not assisted. That same day, my wife saw the UBox delivery truck being driven empty from 6:00p (N. Mills St. & W. Dayton St.) to 6:40p (U-Haul location). We are baffled as to why our three UBoxes have not been delivered even though U-Haul promised to have our things to us within 10 business days. Now they want to nearly double the amount of days for our delivery.Desired Settlement: I would like the manager, [redacted], to please contact us, and have the UBoxes delivery today, Aug 14th. I also want to be issued a partial refund of the delivery fee for the inconvenience my wife and I have experienced. We both had to stay home from work since we expected a call from UHaul for the delivery. My wife also had to hire people to unload the UBoxes, and she had to reschedule three times, and then cancel the order.

Business

Response:

August 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western WI, followed up on the information Dr. [redacted] provided. She informed our office she sent Dr. [redacted] an email offering her apology for the inconvenience him and his wife experienced. She relayed that Dr. [redacted] did come into our U-Haul Center and arranged for the deliver on August 16th. Ms. [redacted] issued him a $25 VIP Certificate that can be used toward the delivery 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 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,

Dr. [redacted]

Review: Installation of U-Haul trailer hitch resulted in numerous vehicle impairments.

9/26/2014-Installation of U-Haul trailer hitch onto our 2013 Kia Soul at U-Haul 515 S Willow St

Manchester, NH 03103. After installation, I immediately noticed clearance issues between the vehicle's muffler and the trailer hitch. This resulted in the muffler regularly making violent contact with the hitch causing a loud banging noise.

9/30/2014-Pick up and hitching of a U-Haul trailer at U-Haul 515 S Willow St Manchester, NH 03103. The collision of the muffler and the hitch was persistent the whole way to our destination of Northport, NY.

10/01/2014-Brought the vehicle back to return the trailer and inquire about this fitment problem. Although, at this time, it appears as though the issue was corrected. A technician "made an easy adjustment". At this time, however, I noticed that our vehicle's positive battery terminal cover was missing, likely due to the electrical connections made for the hitch's turn signals operation. This wiring harness runs from the trunck, through and under the vehicle's undercarriage, and lastly to the positive battery terminal. This cover was never missing previously and must have either been damaged upon installation or simply discarded.

Lastly, the original (OEM) hitch plates were never returned. These plates are present on all vehicles and serve as a general towing hitch. If I was to ever remove the U-Haul hitch for any reason, I'd have no method for towing the vehicle, as the original towing plates were never given back to me. They must have been discarded.

I've sent a formal email to the customer service department via http:/[redacted] requesting a return response for which I have yet to receive. This was more than several days ago.

I'm seeking full reimbursement for the trailer hitch and installation, which my receipt reads "$308.85", compensation to purchase the positive battery terminal cover and cost of and original (OEM) hitch plates. This was all mentioned in my email to customer service via http://www.uhaul.com/SubmitReview.aspx?referenceNumber=[redacted]Desired Settlement: Seeking settlement of:

$308.85 (complete cost and installation charges)

$7.99 (estimated cost of positive battery terminal cover)

$100.00 (estimated cost of the original (OEM) vehicle hitch plates)

Total settlement of:

$416.84

Business

Response:

October 29, 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 New Hampshire and Maine Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I would like to thank you for giving me the opportunity to work with you regarding your hitch installation. I understand you are seeking a complete refund, due to an issue with the installation. You state in your letter that after your hitch installation on 9/26 you immediately noticed clearance issues between the muffler and the hitch. At any time between the date of installation and when you rented a trailer on 9/30, did you contact the S. Willow St location to have this issue corrected? I would be more than happy to reimburse you for the cost of the positive battery terminal cover and the oem hitch plates. I just need a receipt or estimate for the cost of the replacement parts. I am issuing a $50 VIP Certifcate for your troubles.

The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

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 do not wish to conduct business with any U-haul location at any time in the future. Thus, the rejection of the $50 "VIP gift certificate". I sincerely regret the overall decision to have a trailer hitch installed on out new 2013 Kia Soul. At this time, I wish to return the vehicle back to stock. This means, I'm interested in removing all part installed by U-Haul by myself and putting the original hitch plates back on. Since I do not have them because they were never returned, I cannot do so. Furthermore, this is not a part that is readily available at any authorized Kia dealer, either is the positive terminal battery cover. These items are generally never replaced and are in turn not easily available for purchase. These parts never should need replacing. Your offer to refund the purchase price of these items would be accepted, but since I cannot obtain an estimate for the above mentioned parts because of their availability issues, I'm requesting a full refund for the trailer hitch installation instead, as mentioned in prior correspondences. The total cost of this installation was $308.85 Considering the difficulty to purchase both the original hitch plates and positive terminal battery cover at this time, I'm simply requesting a complete refund of the installation price of $308.85. I would be satisfied with this gesture and no further disputes would be present. Thank you.

Regards,

Business

Response:

October 31, 2014

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 New Hampshire and Maine Regional Office, reviewed Mr. [redacted]’s recent comments to your office and sent him another email in response:

Dear Mr. [redacted], My name is [redacted] and I am responding to your rebuttal letter to the Revdex.com. I have refunded your credit card for the hitch installation, for a total of $308.85. You may have already received an email receipt showing the refund. Thank you for allowing us the opportunity to work with you. I sincerely apologize that this experience has left you not wanting to use our organization in the future. Please keep the VIP certificate, you may need a propane tank or two filled in the future. Thank you, [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: On 7/18/14, I picked up a 26' moving truck which I had reserved online. The following were problems with that reservation:

1) I was provided with a 24' truck without being notified in any way of the change.

2) The truck had optional equipment in the bed which I had indicated I did not want, and occupied the reduced space.

3) The truck was a in poor working condition with over 180,000 miles. It was difficult to start, smoked excessively, seat belt would not tighten, wheels were out of alignment, and there was a lot of play in the steering. Also, transmission shifted terribly, and brakes would catch intermittently.

4) Being in such poor condition, the truck averaged 4.2mpg, as opposed to the advertised 10mpg. This lead to excessive fuel costs.

5) The ramp on the back of the truck was not functioning properly. When I pulled it out, it fell onto the ground instead of locking in place. This sudden drop of excessive weight caused me to injure my back.

6) When I called customer service, they said all they could offer was to have road side assistance come out and check out the ramp, and that I was given the 24' truck because there wasn't a 26' truck available (though there are many locations in Knoxville, and I believe there was at least one on site when I picked up).

7) When I returned the truck and told the local agent of my trouble, she said nothing. I told her to charge as she felt necessary, but that I intended to report the incident to corporate and Revdex.com. She said "Well, which do you want to do? Do you want me to fix it or do you want to report it?" I explained that I didn't think I should have to pay for such terrible service, and she replied that she had no intention of writing off the rental, but would be willing to reduce the cost. Being that I was asked not to report a safety problem in return for reducing my bill, I elected to pay my bill and report the incident as planned.

Overall, I feel as though Uhaul employees were negligent in providing me with equipment which I believe to have been unsafe and in poor working condition. I am glad that someone wasn't seriously injured in the incident, but believe that they should be held responsible for their questionable business practices.Desired Settlement: I would like for the truck in question to be removed from service until it can be deemed safe. In addition, while I'm not asking for a refund on the excessive fuel costs, I do not believe that I should be charged for the truck rental or mileage.

Business

Response:

July 29, 2014

Revdex.com ID[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], our Executive Assistant for our Knoxville regional office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] offering her apology for the problems he incurred and provided her telephone number for a return call if not already. She relayed she was having the truck he rented brought into our shop to be checked and have any necessary repairs done as needed. Our records indicate a refund for the $50 Reservation Guarantee Fee was issued to [redacted] along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

Please be aware, as with anything mechanical, when a problem arises it will be when in use. Therefore, we value and rely on our customer for feedback when renting our equipment.

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 26' U-Haul moving truck that we rented broke-down two times, in two states where their were cars and trucks driving past us at speeds of 70+ while we were on the slender, shoulder of the highway. We phoned the U-haul emergency agent for assistance and received no help. We were informed that we would have to provide our exact location in a gps form using a website. We provided mile markers to the agent at U-Haul. This was insuficient and we were advised that they could not come to assist us without an exact location on the highway. Cell phone reception was limited. The truck engine would not run. We were inside the truck with two dogs while it was broken-down on the edge of the highway. With no other recourse for assistance, and with unsafe road conditions, [redacted] risked his personal safety to view the engine for possible causes of failure. [redacted] discovered that the air-intake hose was disconnected. The screw-clamp to fasten the hose was missing. At that moment we were situated on the shoulder of the highway, in an unsafe environment, at night in the excessive heat without air conditioning, with two dogs panting for air so much that they wanted to jump out of the truck. U-haul did not compensate us or assist us. We had no other choice but to fix the truck on the spot. We spent the night in a hotel due to the truck breaking down. As a result, [redacted] was unable to report to his new job. We broke down a second time in Florida, twenty minutes away from our destination, on a major highway with a very slender shoulder. Once again, I phoned the U-Haul emergency call center. I informed the agent that the truck came to a stop with a loud bang while driving on the highway. I further explained that the truck was making loud noises, blowing smoke, and jerking to-and-fro, due to the problem with the engine. I expressed our concern that we were in a 70 mph speed zone with cars and trucks passing us at high speeds once again. Disgusted with our U-Haul experience, I contacted Mr. [redacted] on August 7, 2013 at the U-Haul Headquarters to voice our dissatisfaction. Mr. [redacted] was unkind to me, extremely rude, and yelled loudly over my safety concerns during the length of our conversation. During the heated discussion I was informed that I could receive a $50 refund for a hotel stay. I explained to Mr. [redacted], that it was not a sufficient refund for the dangerous situation that we were put in on the shoulder of two major highways in two different states. I further explained that the $50 refund wouldn't even cover the cost of our hotel stay that he was offering to pay for. Later on August 7, 2013, I was informed by [redacted], that he would issue a $100 refund towards our hotel stay. I requested a full refund since we were not provided a safe truck to drive the long distance from New Jersey to Florida. Our lives were put in intense jeopardy by driving an unsafe truck that should have been out of comission instead. [redacted] missed one day's pay at his new job. We had the stress of explaining to his new boss what had happened. We also had the expense of an un-expected hotel stay. None of which U-Haul compensated us for. We did not even receive the $100.00 credit as promised, by Mr. [redacted] on August 7,2013. [redacted]'s letter, dated August 28, 2013 to Joanne Fried at the U-Haul Headquarters, received no response at all. We had to drive at a very low speed on major highways with the hazard lights on, to arrive at our destination late with the contents of our house inside the truck. We barely arrived at our destination. We got there late which resulted in us having to change our appointment with our realtor, and having no movers available to assist us with our unloading of the disabled truck. Backing it up in the driveway took several attempts as the truck was failing. [redacted] returned the truck on August 6, 2013. It was documented as being returned on August 7, 2013. [redacted] informed Joanne Fried in the U-Haul International Inc. in Arizona, Laura at the U-Haul in Mount Laurel, NJ and also the employee in the U-Haul office in Florida, that the truck we rented was highly unsafe, undrivable, and should not be on the road. I spoke with [redacted] at the U-Haul headquarters today, on January 30, 2014. [redacted] reviewed the file for our rental truck and informed me that the rental truck that we drove was documented as "Out of Comission" on August 7, 2013. This further indicates that the truck was undriveable and unsafe. Our U-Haul experience was extremely unsafe and stressful to us.Desired Settlement: We are requesting a full refund of $1,747.70 please.

Business

Response:

January 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern New Jersey regional office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he sent them the following email:

[redacted], I have received and reviewed the letter you sent to the Revdex.com. I did authorize a $100 refund on the rental rate (your wife declined so I did not process) and the cost of the hotel room, provided I received the hotel receipt or copy. I will increase my refund amount to $320 (20%) and the hotel reimbursement, provided I receipt a copy fo the receipt. The roadside assistance calls aren't documented as you laid out in the letter. What we have on file is that you found the air filter was not connected, you reconnected and continued on your way. On the second call the notes state that you will continue on and if there is any more issues you will call back. Nothing states on the file that we could not locate you. Again I apologize for the issues and I will refund the $300 today and will wait for the hotel receipt to reimburse that money. You can email me the receipt and I will have it reimbursed promptly. Sincerely, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] & [redacted]

I would never reccomend the ubox services offered by UHaul to anyone. I utilized the ubox recently to move from Vermont to Arizona. The concept of the ubox is great! Pack your belongings yourself and they will take care of the shipping, but the employees possess a lack of knowledge about how the process actually works. Nobody you ask questions of gives you the same answer as the last. When my box was leaving VT I was told it would ship on a specific date. I was told that I would receive a phone call or email letting me know that my box had shipped, I received neither. After multiple calls to customer service, I found out that my box did ship but not when it was expected to. I asked if would be notified when my box had arrived in AZ and the resposne was "maybe but there is no guarantee, if I were you I'd just keep checking in".

When I was ready to pick up my box out of storage at the faciltiy in AZ, I called the customer service department and made a very specific reservation. I asked specifically if I needed to go to the main facility or the hitch center where the box was stored. I was told that my box would be at the main facility ready to go. Not to my surprise, when I got there nobody knew what I was talking about. I was then told that I needed to go to the other facility, and when I arrived there again nobody knew what was going on. What was the point of making a reservation! I was the one in the warehouse looking for my box! I returned my ubox on 11/3/12, and when I received my credit card statement on 11/18 sure enough I had been charged for another months storage, two and a half weeks after the box had been returned. When my box was returned, my contract was never closed. It took me four phone calls to beable to speak with someone to resolve the situation. I have been told that my money will be refunded, but that has not occured yet. If there is another option to ship your belongings, go with that instead! I realize that I moved almost across the country, but it was expensive, and for how much I paid I do not think that the service matched the price tag!

Review: I have a storage unit with U-Haul, and I have had some issues regarding health with my mother and daughter, I have been trying to pay off the past due amount owing to them, but they are not willing to make a payment arrangement with me so that I can still pay my other bills and get caught up with them. I have gone in with $250.00 and they told me they want full payment, I understand they want there payment but I don't have the full amount.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like it if they can accept a payment plan.

Business

Response:

February 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at [redacted] in[redacted],**, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining if he wanted to do a settlement, the amount owing was $364.98. The amount will change on the settlement if he waits another month. Ms. [redacted] asked Mr. [redacted] to call back if he wished to take the settlement. Please be advised we do not take partial payments. Ms. [redacted] relayed that Mr. [redacted] did call back and agreed to come into our Center on February 21st to pay half of what he owes as settlement and then will vacate the storage unit within 24 hours.

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 CALLED UHAUL ON 08/28/2014 AND ASKED IF I COULD GET A HITCH AND WIRING DONE ON THAT DAY THEY SAID YES AT 1:00 PM I ARRIVED AT THE LOCATION AND LEFT MY CAR STATING THAT I NEEDED A MOUNT AND BALL TOO THE REPRESENTATIVE SAID HE WOULD LOOK AT MY CAR AND EVALUATE WHICH ONE WAS NEEDED. I SAID I WOULD RETURN IN A 1 1/2 HOURS TO 2 HRS BECAUSE THEY SAID THAT WAS HOW LONG IT WOULD TAKE I GAVE THEM 3 HOURS AND RETURNED TO MY CAR NOT DONE I WAS UPSET NO AIR CONDITONING AND NO WHERE TO SET I WAITED 30 MIN I WAS QUOTED 303.70 TOTAL PLUS BALL AND MOUNT HE TRIED TO CHARGE ME MORE I TOLD HIM THAT I WOULD ONLY PAY WHAT I WAS QUOTED HE THEM PUT ON THE BALL AND MOUNT WITH OUT TALKING TO ME WHEN I PUT THE TRAILER AND ATV ON MY CAR I NOTICED THAT I WAS ONLY A COUPLE OF INCHES OFF THE GROUND IT WAS LABOR DAY SO WE HEAD TO THE MOUNTAINS WHEN WE UNLOADED THE ATV MY FATHER FELL OFF THE TRAILER WITH THE ATV BECAUSE THE TRAILER WOULD NOT TILT FORWHICH IT WOULD HAVE EXCEPT THE MOUNT AND BALL WAS TOO LOW MY FATHER WAS INJURED AND WE HAD TO GET MEN TO HELP US LOAD THE ATV BACK ON AND THEY ALL SAID, WHY DID THEY SELL YOU A MOUNT THAT WENT DOWN INSTEAD OF UP? BECAUSE THE REPRESENTAIVE SOLD ME A WRONG MOUNT AND I TRUSTED THEN TO KNOW WHAT I NEEDED AND I HAD INFORMED HIM WHAT I WAS PULLING, MY FATHER GOT HURT I HAD TO CANCEL MY RESERVATIONS FOR WHICH COST ME $70.00 FOR THE HOTEL AND THE GAS TO DRIVE TO NEW MEADOWS AND BACK FOR NOTHING. I CALLED UHAUL AND OPENED A CLAIM THEY WAS TO CALL ME IN 72 HOURS THAT WAS ON 09/02/2014 I HAVE STILL NOT HEAR FROM THEM I DID GO TO ANOTHER UHUALEAR AND CHANGED THE MOUNT TO A 4 IN RISE INSTEAD OF 2 IN DROP. MY CAR IS A SUBARU FORRESTOR NOT A 4X4 WHEEL DRIVE SO WHY WOULD THEY GIVE ME A MOUNT THAT DROPS? THIS COST ME MY TRIP AND INJURED MY FATHER WHO IS 83. WE HAVE TAKEN THIS TRAILER AND ATV BEFORE WITH MY FATHERS TRUCK SO THE TRAILER WORKS CORRECTLY WHEN THE MOUNT IS CORRECT WE HAD TO TAKE MY CAR BECAUSE HIS TRUCK PLATES WERE EXPIRED.Desired Settlement: REFUND ME THE AMOUNT YOU CHARGED SINCE MY TRIP WAS RUINED WITH MY DAD GETTING HURT AND I HAD TO CANCEL MY RESERVASTION AFTER ONE NIGHT AND LOST MY REFUND WITH THEM SINCE WE COULD NOT LOAD AND UNLOAD THE ATV THE CORRECT WAY I AM OUT GAS, ROOM CHARGES AND A FUN LABOR DAY WEEKEND WITH MY DAD AT THE AGE OF 83 MAYBE NEVER AGAIN SINCE I CAME FROM REEDSPORT OR TO MAKE THIS TRIP TO NEW MEADOWS ID

Business

Response:

September 26, 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 Idaho Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that the mount, when installed, was slid into the receiver hitch, which does sit two inches below. If the mount is flipped 180 degrees, the mount then sits four inches higher. Ms. [redacted] was advised of this upon her initial objection. There is no problem with the hitch installation or the mount that slides into the receiver 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,

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 hitch that I was sold in Nampa would not have a rise of 4 inches the one I bought and replaced it with in Coos Bay does that so you do not know what you are talking about the hitch that was sold to me on my paperwork is a 2 in drop tor a 2 inch rise. So you are not telling the truth I have my sales slip that states this so please stop lying and I was never told that I could turn it up for a rise and I did tell the sales clerk what I was towing so why didn't he put it in that way? I am a woman and trusted UHaul to install it the right way my mistake that I will not do again!

I am taking my car in for review of the struts to see if UHaul messed those up. If you want to keep lying and not owning up to your mistake then I will call my credit card services and have the charge reversed and I will see you in court!!

Regards,

Business

Response:

October 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, reviewed the recent comments from Ms. [redacted]. She informed our office she left a message for Ms. [redacted] requesting a return call. She also mentioned she would like to issue her a refund for the extra item she purchased in Coos Bay.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a trailer to be picked up at 11:00 am at [redacted] at 11 AM on 9/2/2012. I wanted to get the trailer where I rent trailers from but the web site directed me to [redacted] on 72nd street in Omaha NE. I reserved the biggest trailer available and did the prepay thing so I could get out of there quicker. When I arrived there was a person in front of me that was returning a truck. The employee did not have a password to get into the uhaul web site do he took down all the persons information on a tablet including the credit card number. Since this was done all verbally and written on a piece of paper I was able to hear and see the persons credit card number, pin number and security code. I was not able to get the counter until 11:15. I was told that I would not be able to rent the trailer until he checked in the truck. During this time the employee was able to get the Uhaul account pass word and log in name. Which I was able to get also. The credit card number that the employee wrote down, would not work so he called the person back for another credit card, and it turned out to be a check. By the time all this was done it was 11:25. He then said he was ready to help me. I complained that I pre=registered so that I could get out of there at 11:00 and it was now 11:25. He became very irate and demanded that I leave the premises now! They had many security cameras on the entire ordeal that I just described. I went to the uhaul place that I usually get trailers from and they had a smaller trailer available. I had no choice but to accept that trailer. They back dated my rental contract to 11:00 AM even thought it was now 12:30. My 24 hour trailer rental had just become a 22.5 hour rental with a smaller trailer. They said they has nothing to do with the other uhaul places and to call the ###-###-####. I done so and explained my situation. She told me to take as much time as needed and to talk to the general manager when I returned it. I called the plDesired Settlement: I would accept the following:1) An apology2) Full refund3) reimbursed for the extra fuel used for the extra trips made with a smaller trailer.4) Money to pay the extra help hired to replace the help lost because of scheduling issues caused by the delay with the trailer5) Property loss from having the smaller trailer.6) Reimbursed for the cell phone minutes used calling the different uhaul stored and customer service four times. (over an hour in phone calls)7) An explanation as why the r

Business

Response:

September 13, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of NE, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology and also advised him of a credit for the $50 Reservation Guarantee Fee that was issued back to his [redacted] account on September 4th. 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

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 still charged for the price of a smaller trailer so my refund was a little of $20. I had property loss because I was not able to get the trailer I reserved. I received no apology. I simply received an email stating a ball had been dropped. I never received an explanation or any correspondence about the problem, remedies or even any indication of concern about how this effected "the customer" that they now want to appear concerned about.

Regards,

Business

Response:

November 30, 2012

I was very surprised when I had rented a U-Haul Truck and found that not only did I have to pay $19.95 for the Truck, but I had to bring it back re-fueled to where it was AND pay $.99 cents per mile.

This seems like I paid 2 times for the gas that I used !!!!

It does not seem right.

Please advise.

Review: I rented a tow dolly in [redacted] with final destination as [redacted]. ($380.09) "Safe-tow" charge of $64 included. Contract #[redacted]. Unfortunately my RV engine burned up on the grade outside [redacted]. The U-Haul document has an 800 number for roadside assistance however they refused to come to get the tow dolly, instead forcing us to rent a truck in [redacted] ($112.94 plus filling up gas $30) in order to return it. Contract #[redacted]. However, upon return to the [redacted] location I was, unprofessionally informed that there would be no refund of the difference in cost of renting the tow dolly even if [redacted] to [redacted] is a far shorter distance than my original rental. Upon speaking to a manager at the rental location he informed me it was "up to my manager & he ain't gonna give it to ya." I called the customer service number for Uhaul and after explaining the gentleman informed me that it was not a problem and he would note my account with the request for the refund. I went back to the counter but the [redacted] employee insisted there was no refund & that he could not see any notes regarding a refund. I again called UHaul's customer service number and spoke with [redacted] who informed me that I was due a refund of $127 but that it would be several weeks before it would be credited to me. At that point I concluded the rental of the truck at [redacted] and continued with my move to [redacted]. After about 20 days, when no credit had been posted to my credit card, I completed the online customer service form requesting the refund of $127. However I finally received a generic email response of "we cannot give a refund." This is not right, as several employees promised a refund of the difference between [redacted] to [redacted] compared to [redacted] to [redacted] & one employee, [redacted] on 10/8/13 gave me the dollar amount owed me as $127.

Product_Or_Service: Rented tow dolly

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think UHaul should definitely and immediately refund the amount of $127 since multiple employees confirmed this refund as due. Notes related to contract #[redacted] could be checked to confirm this. In addition I believe that the Roadside Assistance claim: "Breakdown or accident...give the exact location of the EQUIPMENT and your phone number. we'll help you resolve the problem and get you safely back on the road" should have led to UHaul coming to get the equipment

Business

Response:

December 10, 2013

Revdex.com ID#[redacted]

U-Haul Ref#[redacted]

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

[redacted] our President for our [redacted] regional office, followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and advised her of a refund for $127 as requested. The refund should post on her next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

[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. In addition the company contacted me to inform me of their decision. The refund of $127has posted to my account & while I will not use this company in the future & believe they only processed the refund because of this complaint, I am happy to have it completed. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We reserved a truck on Thursday June 13th in [redacted] at the [redacted]y Branch via credit card specifically at that location and they told us they had a truck and we could pick up at that site. Later that evening we received a call confirming a reservation in [redacted] instead of the downtown [redacted] branch. We accepted the reservation, but advised a preference for the downtown branch and asked why the manger of that branch stated he had a truck when he did not have a truck. On June 14th when we were preparing the move we called the p[redacted] store they told us they did not have a reservation after we had already given our credit card information. We were already alarmed that we gave our card information to the East [redacted] downtown [redacted] store and it ended up at the [redacted] store and now we did not have a truck. So we called corporate and for more inconvenience we were told the nearest truck to [redacted] was in [redacted] and had to drive 30 miles the opposite direction to pick it up. We asked if they could bring it to the downtown store and they refused. She state she would add 30 extra miles to the drive. Fortunately we did not exceed the milage allowed, but we were in a predicament were we did not get the service we reserved for and we were moving 180 miles a way and had to drive and extra 60 miles due to lack of integrity in service. We are very upset with the service we received and we fill that Uhaul should not give away reservations that are being held with credit cards. We would like for Uhaul to revisit their process as it was very disturbing to have to leacve a major city to be accomodated by them in order to relocate.Desired Settlement: I feel that we were majorly inconvenienced due to poor service and we should not have to pay for it. I also feel that they should changed their customer service process and make sure their reservation are for the location they are made to.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company o[redacted], followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and discussed her concerns. She advised her of a refund for $75.00 as an adjustment on their 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: When I rented a uhaul van from this store, I was told by Uhaul representatives that I could return equipment anytime, even if it was after hours. This was not true, as I had to wait until business hours to speak to someone about returning issues.Desired Settlement: I would like a refund of the truck I used because I did not get to complete my moving needs with it. It inconvenienced me, and I still have no way to finish my moving at this time. I would like to go some where else to finish moving, if I have to.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul of Downtown in Sacramento, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] an email explaining they have tried contacting her about payment but have been unsuccessful. Dr. [redacted] had sent an email that she was going to return the truck to a different location although the truck is locally assigned to the U-Haul of Downtown Center and she signed the contract agreeing to return back to that location. After that they received no further contact from her. We eventually located and retrieved the U-Haul truck but Dr. [redacted] refused to turn over the key to Mr. [redacted]. Her items have been put into storage and Mr. [redacted] will be updating her soon on the final bill.

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

I spent hours on the phone with U-haul, which I documented. They could not locate our items. I used the u-pods where uhaul would ship them from one location to palm beach. This Uhaul lied repeatedly. First they told me the items never arrived. Then they told me they were at another location. Then they said they had no way to track where my items were. The uhaul I shipped from told me my items had arrived at the west palm beach location a week prior.

When I went to the location, they told me they didn't know what pods they had and would need to do an inventory check. After they found them, the man who loaded them said they didn't have enough safety straps and to drive slowly. When we told him we needed the required number of straps he said that he didn't think any would fit.

They did not connect the safety chains for the towing. When we pointed this out, the man said he usually forgot them. He was kind, but clearly should not be hitching the pods.

I have never been treated this poorly by any customer service. I spent about $2,000 for uhaul to run me in circles. Moves are always stressful but this location turned mine into pure hell.

Review: I am extremely frustrated with trying to resolve an issue with a Uhaul location at [redacted]. I reserved a truck and movers online at www.uhaul.com. After the initial reservation was placed, the movers [redacted]. Hired through [redacted]- through Uhaul.com) contacted me to arrange a specific time for the move. During that call, I asked if the movers had an appliance dolly because I needed to move a washer and dryer. The [redacted] representative I spoke with told me that I would need to rent an appliance dolly through Uhaul because they could not provide equipment per their "contractual agreement" with Uhaul. I responded that that was no problem- I could rent one along with the Uhaul truck. I then went back online to update my Uhaul reservation. I updated the size of the truck, the pick-up time and reserved an appliance dolly. On the day of my move, June 28th, I arrived at the Uhaul location at 5:15pm to pick up my 14' truck and appliance dolly. The Uhaul representative then informed me that they were "out of appliance dollies. Sorry, we've had that issue all day". I was (and currently am) angry that my reservation could not be honored. They ended up supplying me with a regular dolly "hopefully, that will work out for you". The movers arrived on site and initiated the move. Towards the end of the move, I reminded the gentlemen about the washer and dryer. They both looked stunned and said that they could not move the washer and dryer with a regular dolly- they would need the appliance dolly. They then said that they could "try to move it down the stairs but, they might hurt themselves or my appliances.". What was I supposed to do at that point? I could not order them to move my equipment. I was forced to leave my washer and dryer in my apartment that day. My Uhaul cost (truck, gas, labor and tip) $97.01 + $22.50 + $124.95 + $40.00 (respectively) = $284.46. I had to then hire two additional movers on another day to move my washer and dryer. The cost for that move (labor and tip) $125 + $15 = $140. Total spent on moving a small, one bedroom apartment with minimal furniture totaled out at $424.46! All of this because of a failure to provide $10 rented appliance dolly as included on the sales presentation via the online order. I filed a complaint with the direct Uhaul location. I was contacted by a woman named [redacted] was abrasive and a pitiful, embarrassing representation of customer service on Uhaul’s behalf. [redacted] explained to me that the "reservation is not really a reservation". What does that even mean? I explained my frustration with the fact that I placed a reservation and the store was unable to fulfill my reservation with the required equipment. She explained that each store starts out with the same number of appliance dollies each day however, if a customer comes in and needs one- they have to give it to them regardless of any future reservations. This does not make sense to me. Why give customers the option to reserve equipment if you cannot provide said equipment? [redacted] also told me that the Movers are not contractually prevented from not providing equipment. However, under the Customer Service tab at www.[redacted] it says "Do Moving Helper’s provide a TRUCK or SUPPLIES? No, we are a connection to labor only services. You can visit uhaul.com (hyper link to Uhaul website) to order a truck, or any moving supplies you may need.". [redacted] then recommended that I contact the movers directly because “that is on them”. I chatted with a [redacted] representative and was told that they could not do anything because the movers had been paid out already. I then filed a complaint with [redacted] via [redacted]. I received a response from [redacted] that states, the fault is on Uhaul because the proper equipment was not provided. All parties (Uhaul, [redacted] and [redacted]) are pushing blame/responsibility onto the other one. The main issue is that I followed all provided instructions (reserved equipment required to complete my move in one trip as outlined on Uhaul website, [redacted] website and phone conversation with [redacted]) and I am being penalized for the business’ failure to deliver on the reservation.Desired Settlement: [redacted] (with Uhaul) first offered me a "VIP credit. I declined. After this colossal nightmare of an experience, I very regretfully doubt that I will ever use Uhaul again. [redacted] then offered to send me a $50 check as part of the 'Uhaul Reservation guarantee" (even though the reservation wasn't really a reservation.) While I appreciate the offer of $50- that is minimal compared to the total amount I've spent on this move - $424.46. I expect to be reimbursed the total amount of the Uhaul reservation ($284.46) because of the a) failure to deliver on the reservation, forcing me to have to hire additional help and b) overall experience with reservation and customer service ([redacted]).

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Charlotte regional office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], Please accept my apology for the problems you experienced with your reservation. Although U-Haul makes every effort to ensure your equipment is available for you when you arrive, there are times when you may be referred to another location. This is when we offer the $50.00 reservation guarantee. I do see that the GM has submitted a refund check in the amount of $50.00, that was cut on July 7th and is being delivered via first class mail. Unfortunately, we will not be able to refund for your moving help, but I can offer an additional $50.00 VIP certificate to use towards a future rental or purchase with U-Haul. I hope you find this as a satisfactory resolution and we look forward to the opportunity to help you with any future moving or storage needs. Sincerely, [redacted] Executive Assistant U-Haul Co. of Charlotte

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

This is not anywhere near what I would call a 'satisfactory resolution'. I understand that the [redacted] charges are not refundable. However, you are able to refund the total Uhaul charges, correct? That would be a satisfactory resolution. This has been a nightmare situation and honestly, I expected more of a customer focused response from your team. As I stated in my original Revdex.com complaint, I am sad to say that more than likely I will not use Uhaul again due to this experience (something that you and your team have and have had the opportunity to change/correct). With that being said, the $50 future credit does nothing to help resolve my current issue and overall impression/experience with Uhaul. I placed the reservation and the details of that reservation were unable to be met by your company. I then had to spend additional money to make up for Uhaul's inability to provide as promised and agreed upon. The staff in the store did very little to help rectify the situation and now I'm spending additional time explaining my terrible experience with anyone who will listen. This is about a large company stepping up and owning the fact that they messed up and fixing the situation. A $50 future credit to be used on another 'non gauranteed reservation (I use that term loosely with Uhaul)' is laughable and unacceptable.

I would like to see the charges for my Uhaul portion of the order refunded in full. I look forward to your response. Until then, I will continue to pursue this issue through the Revdex.com and other outlets.

Regards,

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Charlotte regional office, reviewed the information [redacted] recently relayed to your office. Please be advised we have met our contract obligations by issuing a refund for the $50 Reservation Guarantee Fee because we did not have the appliance dolly available. Because we value [redacted] as a customer, we also sent her 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. There will be no further refunds issued.

As a side note, it would seem that a company that is hired to provide the labor to move an individuals household would have the appropriate equipment that would enable them to do the move.

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

U-Haul International

Review: my family and I rented a U-Haul 26ft van and a transport for cars from the location in League city TX. the location opened late and keys to a 26ft van parked in the way caused late departures for everyone that day. my vehicle shows it was sent out at 905am but we couldn't leave till nearly 11am because of the 26ft truck and the mess of not opening on time. We left got home hours later than planned causing us to be later on getting ready for movers that U-Haul referred which is another story of an over packed truck and many things marked don't stack and fragile have wound up broken. Anyway the truck was packed we left 5 hours later than planned. when we left the truck was very bumpy and rough. It was late around 10pm at that point we drove thinking it would get better but it didn't check engine light came on truck would go past 55 without stalling. I called customer service and the said they transferred me to road side assistance found out later that wasn't true. I said check engine was on and the truck shook so bad you could hardly drive it, They told me to get to a spot with "land Marks" and they would send a truck out to me and I could off load my own stuff into the back of another truck I said that wasn't possible we were in the middle of a 23 hour drive and they would have to provide a means to do this, they said not possible. I said please be sure you list this in notes and very upset and will seek a full refund. I called again hours later and filed another complaint filling up constantly. I got to the new house unloaded the truck with the movers and many things were broken because of the settling the rough ride, many boxes were stacked shoved and crumpled, furniture and lamps are broken and marred. These movers where people they referred me to. I called and been offer $100 off on my next move called and left messages for [redacted] with no calls back. Now I a message for [redacted]. I've spoken to many customer service people. The center I turned the truck into said the suspension was shot and the truck had no business being driven and in fact was not safe to drive.Desired Settlement: A complete refund and a written apology

Business

Response:

September 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, followed up on the information Mr. [redacted] provided. He informed our office that messages have been left for Mr. [redacted]. We have no record of calls requesting assistance from Mr. [redacted] during his rental, which consisted of traveling over 1,200 miles. Mr. [redacted] also mentioned there have been no repairs needed to the truck in question and was rented one-way back to Houston without incident. The truck was taken to a shop where an oil change was done and no issued found. At this point, Mr. [redacted] stated a refund is not warranted.

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.No phone from the company have ever been received to date. I placed numerous phone calls during the move and the 1200 mile drive to what I thought was road side turns out it was customer service about the drive and how bad the truck drove. I was insured a refund to date none has been offered. I was asked for the reference number given to me by customer service by your representative and gave it to them. I was told after this that the number I gave was offered by customer service not road side of which I have no idea there was a difference. The location that I dropped the truck off at said the vehicle was driving poorly and gas consumption was below average. I have reviewed other areas on the internet and see a trend of not handling complaints. I've got an retired RVP from U-Haul on my [redacted], he said more than likely you will do nothing to correct this. Just bare this in mind I'm the President and CEO of Restoration Logistics. We spent over 16K with your company last year in boxes and rental referrals to clients we contract for. I'm on target to do over 20K with you this year. I've stopped all activity as of 2 weeks ago and informed all our locations to cease doing business with you. I will not allow my company to do business with a company that doesn't care about its customers.

Regards,

Business

Response:

October 29, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Gulf Coast Texas Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he thoroughly went over the situation and asked that I relay his decision in the matter remains the same. Mr. [redacted] also mentioned there have been five more rentals since Mr. [redacted]s with no problems reported.

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: My mother and I placed an order to rent a ubox to move my possessions from [redacted] to [redacted]. We picked up the ubox at the [redacted] location in [redacted] on Friday, July 18, returned the full box on Monday, July 21, and IHaul guaranteed in writing via our online order confirmation that it would arrive in [redacted] on Thursday, July 31.

The trouble began in [redacted] because when we arrived in the afternoon to pick up the box we had to wait an hour and a half before we got it. There was only one person working the floor with a lineup of between 12 and 15 customers while the man in charge poked his head out of the office a couple times and did not help. Our online order said that we could take our full box to the UHaul dealer in [redacted] (where I was moving from), but at the depot they told us that was wrong, and that we would have to bring the box all the way back to [redacted] again. So we did.

We contacted UHaul and our moving help (contracted through UHaul) on July 31 to confirm that everything was all lined up. The service rep [redacted] said that the ubox was not in [redacted] at about 3pm MST but said that it should be there soon, and that it's not late until after 7pm. We said that was fine because we did not need our box until 3pm on Friday, August 1.

My mother and I flew from [redacted] to [redacted] on the first, expecting to meet our movers at my apartment at 3pm as arranged. No one showed up and by 3:30 my mother tried calling [redacted], but they didn't answer and their inbox was so full we couldn't leave a message. We then called the UBox 1-877 number to inquire. We had to call many times because every time a rep answered they would attempt to transfer us and we would be put on hold, only to be disconnected after an average 10 minute wait. I tried every number I could find and the UHaul reps said things like, "I'm just trying to contact my regional manager," "I'm just calling shipping right now," or "I tried calling the driver of your truck and he never answered". No one told me if it was lost, just late, at the wrong depot, or if they had any idea. By 6pm we were still calling and the last woman I spoke to said that all the other offices were closed and I should try in the morning.

I tweeted at UHaul to complain, and lo and behold, they responded even though they were apparently closed. They have me an email address and I sent this:

"I just moved across the country today and my ubox was guaranteed to arrive in [redacted] yesterday, July 31, and we arranged for our moving help to bring the box at 3pm EST. It is now after 6pm and after calling several U Haul numbers we still have no idea where the ubox is because apparently the truck driver who was moving the box from [redacted] to [redacted] will not answer his phone and all of the offices are closed.

I am currently stranded in my completely unfurnished apartment with no groceries and not enough money to stay in a hotel (I'm a graduate student who is already knees deep in impending loans), and to top it off, I don't know when I'll be allowed to use the moving elevator again, which was reserved for me today for 4 hours.

A service rep recommended that I try calling back in the morning. Frankly, this is complete and utter bt. I expect that when someone from your management team finally responds to us via email or phone, we will be refunded the cost of the ubox, as well as being reimbursed for the hotel room I am forced to book tonight, and the cab fare to the hotel.

On top of this, we also had to wait an hour and a half at the [redacted] location when we picked up our ubox to load it. We arrived at the [redacted] and only one person was on the floor while the manager sat in the office, even though he saw the line of 14 people.

Please respond immediately, either to this email, or to my mother's cell phone number, who booked the ubox ([redacted]). She can be reached at [phone number]"

[redacted] replied and said, "I apologize for the situation with the U-Box delivery. I am showing that the shipping company is ready to deliver the U-Box to the location. I have reached out to the management of the location as well as the management for the U-Box program to look into this matter and get it resolved for you. I am again sorry and will do what I can to assist."

My mother then got a phone call from another customer service rep shortly after, around 7pm. She assured my mother that they were pretty sure they knew where the box was and they'd get it to us in the morning. My mother asked if they were covering our hotel accommodation and she said absolutely, and that we could be hearing from upper management about it.

No one contacted us the next morning so by 11am I called the [redacted] that it was supposed to arrive at. The sales clerk put me on hold for 20 minutes to look for it, so I finally hung up. When I called he again, he admitted that he forgot about me, was helping customers at the moment, and asked for my mother's number so he could call us back. He never did and it's 6pm.

We also tried calling the customer service number for UHaul several times throughout the day today (August 2) and once again we kept getting hung up on. I tried sending another email at 11am as well, which reads as such:

"Hi [redacted], My mother received a phone call last night saying they thought they had located our ubox, that UHaul would be covering accommodations, and we'd be hearing something in the morning. It's 11am and we've called the local depot and the ubox 1-877 number and no one has been able to help us locate it still. To top it off, the depot put us on hold for 20 minutes and forgot about us, and the service rep's call disconnected after she attempted to put us on hold as well.

We need to notify our hotel by noon if we need to stay another night. If we don't get a response we'll assume we need to and UHaul will be covering both nights since no one seems to be able to keep us on the line or locate my possessions.."

No one has responded to my email. I tweeted them again around 1pm again to complain and all they say is, "oh sorry, we're working on it and trying to contact our regional reps."

To recap: I just moved across the country with only a suitcase and all of my other possessions in a ubox that has disappeared. I have no idea if the truck was delayed, if the box is lost, just shipped to the wrong location, or possibly stolen. I understand that if UHaul doesn't know, then they can't tell me much, but their service is absolutely terrible, I am being placated, then ignored, and apparently lied to, because twice they told me my ubox had already arrived.Desired Settlement: Firstly, we expect UHaul to refund the full cost of our ubox, since they did NOT deliver it by the guaranteed date (and it's still missing).

Secondly, since we do not know ANYONE in the [redacted] area, we would like UHaul to cover our hotel costs, which is already at 2 nights and counting at the [redacted] (no, we didn't choose the fanciest one possible; it is just literally a 2 minute walk from my apartment and we have to keep walking back as forth). We have been verbally promised that they would cover it.

Thirdly, we still need moving help to get everything into my apartment when and if my ubox is found.

Fourthly, a sincere apology from upper management would be really nice, since I currently do not feel at all like a valued customer, or even a worthwhile human being (you really start to feel awful after getting forgotten about, lied to, or conveniently hung up on).

Business

Response:

August 11, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customers [redacted] and [redacted] whose name appears on our contract.

[redacted] in our [redacted], ON Regional Office informed us the U-box was delivered to the [redacted] location on August 1 and were emptied on August 4th and 5th. [redacted] has sent $100 in VIP certificates to [redacted] e-mail for her recent experiences with our company. These certificates can be used toward a future rental or purchase on the many products and services u-haul has to offer.

Our customer 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

Charged me twice for one move. Refused to resolve my issue or hear me out. Was not given my money back.

Review: I had a balance that was due and received a letter saying I had within 7 days to make a payment or I will be charged an extra $30. I went in to pay on the 7th day and noticed I had already been charged before the 7th day was complete. I talked to the collections department and was told that I had until 12am on the 7th day to pay. This isn't correct per the notice I received. There was no time stated in the letter other than 7 days which would have been by 11:59PM 8/05/14.Desired Settlement: I would like my service charge refunded due to descrepencies with the collections letter that was sent to me. Per the letter, 7 days means 7 complete days. I was only given 6 days and was charged before the 7th day was over.

Business

Response:

August 25, 2014Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-Haul International