U-Haul International, Inc.

Review: On August 26th, 2013, I went to UHaul at [redacted] in Port Moody to have a trailer hitch installed. On October 3rd, 2013 I went to Westwood [redacted] at [redacted] to have my car serviced. I received a call from the [redacted] dealership extremely concerned about the wiring job that had been done. According to a report they prepared for me, they found that the Trailer Hitch was routed incorrectly, attached to my Driver side inner tie rod, routed through exaust hanger and driver shaft. It was looped around the drive shaft and was rubbing down to the metal. There is a worn groove as a result of the attachment. Right after I picked up my car at [redacted] I went straight to the UHaul next door to talk to them about the damage to my car. I was told that I had to speak to the manager who was not available until Oct 4th, the next day.

When I went to speak to the manager he told me that I would have to go through claims. I chose to call Uhaul Canada that night to file a complaint, I was told I would hear back in 24-48hrs. He showed no interest in looking to fix the problem but told me I needed to file a claim with the claim. I was told to email him the report and he would send it off. On Friday I still had not heard anything so on Saturday I called UHaul Canada again to start my claim but was told that their office is closed on the week-end so I had to call again on Monday. On Monday I called again and was able to file a claim. On Tuesday I was able to speak to someone about my claim and I was under the impression that were going to send someone to the UHaul on Barnet to inspect the dammage. On October 8th I emailed the same information that I had emailed the manager of the Barnet UHaul, [redacted], on Friday Oct 4th as they had not yet received it from [redacted]. It was not until Oct 9th that I heard from [redacted] who asked that I bring my car in to have it looked at and the wiring repaired. It was in the email that I received from [redacted] that I realized that it was going to be my responsibility to get a total of 3 estimates before they would be willing to address the issues, despite a detailed report from [redacted].

On Oct 10th I dropped off my car to have it inspected and have the wiring repaired. When I picked up my car on October 10th [redacted] himself told me that he had never seen such a horrible wiring job and tried to suggest that someone else must have worked on my car. He told me the wiring was now fixed but that I had to go and get two other estimated to have my car repaired. On October 16th I brought my car to a mechanic who was horrified at the wiring that had supposedly been repaired as the routing was poorly done again, although this time it would not necessarily cause any more dammage. When I asked for a quote to fix the dammage done he told me I should have UHaul again fix the wiring before he would be able to give me a quote because he would have to completely rewire the hitch installation and could not do the work as the wiring would inhibit his ability to fix the dammage done. When underneath my car I was able to see the dammage done to my driveshaft as well as the tie rod.

I then took my car to another mechanic on October 19th who repeated the same information as the other mechanic. He would not give me a quote until the wiring had been fixed by UHaul. He also told me that he felt that the actual hitch was not even properly installed. I tried two other mechanics, that I do not know and have no idea about their reliability, and they told me that they were not interested in doing insurance quotes.

By this time I have had to give up two afternoons and spend countless hours on the phone with UHaul and garages and am getting nowhere trying to get my car repaired. I have not been able to move furniture out of my house because I was told my car in its state to tow a trailer, even after the wiring was reportedly fixed. I have had to cancel meetings on Oct 3, 4, and 11th due to the fact that I have had to dDesired Settlement: I would like my car returned to the condition that it was prior to the work done by UHaul which would require replacing all damaged parts, which includes the drive shaft and tie rod, done by the improper wiring done by UHaul.

I would like the hitch and wiring to be done properly and that there be no further issues.

I do not want UHaul to touch my car anymore as they have had two opportunities to do the wiring properly and have not done so.

I would like a letter of apology from UHaul for the c

Business

Response:

November 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our British Columbia regional office, followed up on the information Mr. [redacted] provided. He spoke to Mr. [redacted] and advised him we will be purchasing parts for his vehicle to have the local [redacted] dealer do the repair. A refund for the wiring will also be issued to Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: I used uhauls website to reserve a 17' truck. It MUST be a 17' truck, thats why I reserved one. On the website it asks where you want to pick up your truck and the confirmation email lists the location as where your truck will be. Well, the location doesn't have my truck. They transferred me to the [redacted] regional office where [redacted] tried to bait and switch me. Instead of getting the very close 17 foot truck at .79 cents a mile he offered a truck some 20+ miles away(of course still with .79 mile charge). That would add $37.28 to my bill. When I told [redacted] reserving one item then switching me to a different, more expensive one was bait and switch he got very hostile. They also kept offering a 20' truck, but I know from experience it will not work in my situation. They didn't care. If a truck isnt available in a location, the website shouldnt offer it. Also, somehow during all this my truck went from being confirmed at my requested location to "oh, well those are just DESIRED locations, not a sure thing." Well, your website should maybe say something to that effect CLEARLY. Also, online support was especially smarmy and unhelpful:

U-Haul: Hello [redacted], someone will be with you shortly. Please wait for an agent to respond.

4/23/2014 10:30 AM EST

U-Haul: [redacted], our expert will be helping you today.

4/23/2014 10:32 AM EST

[redacted] (U-Haul): Thank you for contacting U-Haul Live Chat, how can I help you?

4/23/2014 10:32 AM EST

[redacted]: yes I reserved a 17 foot truck for very specific reasons the other day due to pick up tomorrow.

4/23/2014 10:33 AM EST

[redacted]: the confirmation I recieved this morning had a 20 foot

4/23/2014 10:33 AM EST

[redacted] (U-Haul): okay what is your reservation #

4/23/2014 10:33 AM EST

[redacted]: when I called to try and get my 17 footer [redacted] in the [redacted] regional office tried to bait and switch me and im extremely unhappy about it

4/23/2014 10:34 AM EST

[redacted]: Bait and Switch A deceptive sales technique that involves advertising a low-priced item to attract customers to a store, then persuading them to buy more expensive goods by failing to have a sufficient supply of the advertised item on hand or by disparaging its quality. This practice is illegal in many states under their Consumer Protection laws.

4/23/2014 10:34 AM EST

[redacted] (U-Haul): if we dont have the 17ft trk and move you to a 20 we will give u the rate of the 17

4/23/2014 10:35 AM EST

[redacted]: he tried to get me a $10 more expensive truck or add 37.28 in mileage because your trucks arent where the website says they are.

4/23/2014 10:35 AM EST

[redacted]: your turn

4/23/2014 10:35 AM EST

[redacted] (U-Haul): our web site give u preferred locations it doesnt mean the trk is going to be at the location u want thats y we have scheduling call you to confirm

4/23/2014 10:37 AM EST

[redacted] (U-Haul): if you have issues with the trk size and location you need to talk to the scheduling office

4/23/2014 10:37 AM EST

[redacted]: I cant use a 20 footer. its impossible. I want the truck size your website allowed me to reserve and I an not going to drive an extra 40 mi

4/23/2014 10:37 AM EST

[redacted]: to get it

4/23/2014 10:37 AM EST

[redacted]: nobody called me to confirm.

4/23/2014 10:38 AM EST

[redacted] (U-Haul): okay talk to scheduling and they can give you miles

4/23/2014 10:38 AM EST

[redacted]: no. ill file a Revdex.com complaint. thanks

4/23/2014 10:38 AM EST

[redacted] (U-Haul): they will call you to confirm tonight at 6

4/23/2014 10:38 AM EST

[redacted] (U-Haul): you're welcome

4/23/2014 10:39 AM EST

[redacted]: thanks for no help. I will copy and paste this in my Revdex.com complaint so the higher ups see that you are smarmy and no help.

4/23/2014 10:40 AM EST

[redacted] (U-Haul): okay have a nice day

4/23/2014 10:40 AM EST

[redacted] (U-Haul): [redacted](admin) has ended this session.

4/23/2014 10:40 AM EST

U-Haul: Thank you [redacted]. This chat has been ended.

Please start a new one if you have more questions.

4/23/2014 10:40 AM EST

It may seem I ignored her a couple times but I wasnt, I was still typing in entries because conveniently enough for uhaul they only let you use 140 characters or so in each post. That seems like an easy way to stifle complainers. Also, I had just told her I had already talked to the people she was telling me to talk to. It seemed people were just trying to pass the buck.

I am extremely surprised that NOBODY at a supposedly reputable company was actually concerned, especially when I informed them what they were nonchalantly trying to do was against the uniform commercial code of the United States. Letting me reserve a truck that is not going to be in the location THEY said it would be in and then trying to get almost $40 extra dollars in mileage out of me is bait and switch. Common sense would dictate that in order to have this thing NEVER happen you would not allow someone to reserve a truck that even MIGHT NOT MAYBE POSSIBLY be in the location.

I will definitely be telling my friends and family about this. I'm pretty upset that a company my family has been doing business with since I was a child would treat their customers this way. I'll be going with budget, ryder, or penske from now on and will advise others to do the same.

Even if one wanted to take a narrow view of bait and switch, it is still unacceptable to ignore a customers request and be so nonchalant about it.Desired Settlement: Uhauls website does not charge you until you are done. I simply chose this option for the "store credit". Having uhaul apologize by offering complimentary service in the future is the only way I will use them again and tell my friends to do the same.

Business

Response:

April 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and was able to reach an amicable resolution. Mr. [redacted] is not to be charged for fuel so long as it is at 1/4 of a tank, nor mileage or any extra day as long as the equipment is returned before 4:00 PM.

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: see Attached documentClick Here to Get the File[redacted]Desired Settlement: see Attached document

Business

Response:

August 3, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] office, followed up on the information [redacted] provided. She informed our office [redacted] was contacted and they addressed her concerns. A refund for $1,500 was issued back to [redacted] account for the late delivery of her [redacted], which 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

Review: I rented a trailer from this Uhaul location and provided the agent with a Uhaul VIP certificate to cover the cost of the rental. Despite this, my credit card was charged for the entire amount of the rental. Several attempts to resolve the issue with both the location and Uhaul customer service have been unsuccessful.Desired Settlement: I would like the rental amount refunded to my credit card and the entire amount charged against the certificate.

Business

Response:

October 17, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Alberta, followed up on

the information Mr. [redacted] provided. She informed our office she

left a message for Mr. [redacted] requesting a return call in order to

verify the Certificate number and issue the appropriate refund. She

hopes to hear back from him soon.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: We purchased a u-box delivery service from U-Haul to ship our belongings from Memphis (TN) to Canyon Country (CA). We were told that when the box was ready to be shipped our account would be charged. Our account was charged on 5/26/13, we received a call from the location on 5/28/13 that the box was scheduled to be shipped that day. For reasons that were not explained (and we were never notified of any delays), the u-box did not leave Memphis until 6/5/13. This was only because I had already called the company multiple times to inquire where the box was, why it hadn't shipped, and requested to speak to management. I have filed a complaint with the company and have called them three times in the last week to request a partial refund due to their failure to provide services as promised. The customer service department keeps telling me that a manager will be in contact with me to resolve the issue and I have still not received any calls from them.Desired Settlement: I would like U-Haul to provide us with at least a partial refund of the charges because the service was not delivered in a timely manner.

Business

Response:

June 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

[redacted], our President for the U-Haul Company of Memphis, followed up on the information [redacted] provided. She informed our office Mr. and [redacted] were issued a refund for $400 due to the delay in the delivery of their U-Box plus 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

Review: U-Haul customer service representatives charged my debit card $45.20 claiming I was late dropping off the delivery van. I had to drop off the truck by 8am, and I dropped it off at 7:45 am. Also, on Sunday June 9th, the company did not open until 9am, so I put the keys in the key drop box that was on their door.Desired Settlement: I would like a refund for the $45.20 because they charged by card incorrectly, and I would like a refund of $150.00 for giving me a truck that was dirty, smelled like eggs, and contained dog hair.

Business

Response:

June 14, 2013

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

[redacted] our Executive Assistant for the U-Haul Company of North Philadelphia, followed up on the information [redacted] provided. He informed our office he spoke to Mr. Boston and advised him of a refund for $45.20 that has been processed twice for a total refund of $90.40. The refund should post on their next Visa 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 installed a wiring hitch on my 2012 [redacted] Murano on 3/25/15. In the process of installing the wiring harness, they removed a 1 1/2"- 2" rubber grommett from the floor board of the left rear luggage compartment and did not replace it leaving a hole in the floor board. The proper procedure in the wiring diagram called for the installer to simply slice a small hole through the rubber grommett big enough to push the wire through it. I alerted the general manager about the situation immediately and he advised they would order a new part and replace the grommett. Without the grommett in place water, dirt and exhaust emissions are able to enter the vehicle compartment. I have repeatedly followed up on a weekly basis with the the general manager who continues to advised they have ordered the part and have been reassured it would be here in a couple of days. This has now gone on for over a month without resolution and I feel like I am getting the run around.Desired Settlement: DesiredSettlementID: Replacement

U-haul needs to replace the rubber grommett they removed ASAP!

Business

Response:

May 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh Regional Office, followed up on the information Mr. [redacted] provided. She informed our office our GM for our U-Haul Center ordered the needed part from the [redacted] dealership and the part just came in yesterday. Our GM will be picking up the part and calling Mr. [redacted], if not already, to set up a time for the installation.

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

Business

Response:

May 15, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Raleigh, NC Regional Office, reviewed Mr. [redacted]’s recent comments. She spoke to our GM who advised her he had contacted Mr. [redacted] to explain the wrong part was sent and the correct part has been ordered again. Mr. [redacted] will be contacted as soon as the part is received.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was scheduled for the installation of a tow hitch on my minivan for 10am Monday, 5/26/14 (Memorial Day). This appointment was scheduled with Uhaul customer service on Sunday, 5/25/14 at 11:30am.

On Sunday, after having called the main number for our local Uhaul in Langhorne, PA, the call was automatically transferred to their call center because no one was available in the store to answer the call at that time. The person who made the appointment was very pleasant and checked inventory for the particular make/model of our vehicle and actually said that they had plenty in stock and could take us either that day or whatever day/time worked best for us. We agreed to an appointment the next day at 10am. We picked 10am specifically because I believe it was their earliest appointment and we were now structuring our day around this install, planning our holiday festivities accordingly. We were told that they would have the car ready by 11:30 at the latest, which would have allowed us to make it on time for the planned events which were all hinging on the installation of the hitch because they involved taking our bikes to a specific destination.

Unfortunately, we arrived at 9:45 am on Monday and were greeted by part time workers who had no idea that the installation was to take place (no one had checked the schedule, apparently in almost 24 hours as this appointment was made at 11:30 am the prior day). They were also concerned because they said they hadn't received all the training necessary to install all types of hitches so if it involved any kind of wiring they wouldn't be able to complete it. Additionally, when they checked their inventory they said they couldn't find the parts and would not be able to complete the installation. I asked to speak with the manager and they said he was not available - he was off for the holiday. I asked for his information was told his name is Brad Holmes, cell phone number ###-###-####. I left two messages for him, one at that time and another one a short time later, asking that he please call me as I was now in a bind because of the failure on the part of his store. He never called back.

I tried to call customer service since they were the ones who scheduled an appointment but they said there was nothing they could do about the problem - I would have to deal with the store directly. I left the store after havnig been told that there was nothing they could do about it - they simply didn't have the inventory. I came home and was so upset because at this point our plans for the day were completely ruined. I wanted to speak with someone who would show some care and accountability about what had happened. I called another store in the area and was told that [redacted]i was the district manager and that his number was ###-###-####, but that it was highly unlikely that I would get a call back from him that day as he, too, was off for the holiday (how nice that no one at any level of management had to concern themselves with what happened in their stores since it was a holiday). I left a message for [redacted] and, again, never received a call back.

The following day I did some additional research and found that [redacted], the CEO of Uhaul, actually publicizes his number and welcomes calls from customers who have issues or problems with his company. I have left two messages at ###-###-####, an active number with a voice mail greeting recorded by **e, assuring callers that the number is checked regularly and that calls will be returned. Has [redacted] called back? Has anyone called back? NO. It's now been one week since my first message to [redacted] and I have heard nothing from anyone. Horrible customer service is an understatement. I have never dealt with a company who demonstrates such a lack of care or concern for their customers. I had been a happy Uhaul customer for many years but clearly that relationship has been irreparably damaged.Desired Settlement: My desired outcome is threefold - I want a phone call from **e, an apology, and some kind of financial restitution.

Business

Response:

June 5, 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 North Philadelphia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the issues she experienced on Memorial Day. Ms. [redacted] expressed her displeasure with the way the situation was handled and not receiving any return calls. Mr. [redacted] apologized again and advised her he would be sending her a $100 VIP Certificate to use toward her hitch installation, which will be done at our Levittown U-Haul location. Mr. [redacted] also relayed that the hitch will be personally installed by our GM of our Levittown location.

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:

[redacted] was wonderful to deal with and has helped to renew my faith in Uhaul. I am happy to report that we did receive the $100 credit towards the purchase and installation of our hitch which was successfully installed today.

Review: On August 2, My Sister, [redacted], contacted Uhaul our my behalf to set up a truck reservation for our move from [redacted], FL to [redacted], MD. The reservation included a 10ft truck and a tow dolly, with a total price of $572.90 for a move date of August 13. On August 10 I contacted Uhual to change the reservation. I moved up from a 10ft truck to a 14ft truck with a new move date of August 20. The price increased by $60.00 total, $491.00 for the 14ft truck and $140.00 for the tow dolly. On August 20, I went to pick up the Uhaul at [redacted]. I was informed that my debit card had been charged 787.77. This is $156.00 MORE than the cost I confirmed. I was refunded the total amount and then charged the new amount of $528.24. The original charge, although refunded, was still pending on my account. This meant I was unable to access the money in my account to pay for our drive. I spent several hours between the bank and Uhaul to remove that charge. The truck was FILTHY dirty, old combs, empty bottles..etc. within 50 miles of our drive, the change oil light came on. Upon arriving at our destination the return location was incorrect. We contacted the [redacted] office to get new information. We were hung up on FOUR times. We learned after actually returning it, that we were missing paperwork for the truck and ANY conformation that we had the right to use the trailer. We drove over 1000.00 miles ILLEGALLY. I contacted uhaul to request a refund and resolve the matter. I was told that I was a liar, that nothing was wrong with the truck and that I should be happy I didn't have to pay for the trailer. The manager, [redacted], that I spoke with, had no care or concern for the issues we had. MD, VA, NC, SC and FL police confirmed that using the tow dolly without proper paperwork is legal and would result in anything from a fine to jail time (based on state). This was a disgusting, frustrating and AWFUL experience. I informed Uhaul Manager [redacted] that I would contact Revdex.com - he laughed.Desired Settlement: I am requesting a FULL and TOTAL refund in the amount of $528.24.

Business

Response:

September 7, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. She informed our office that messages have been left for Mr. [redacted] requesting a return call to personally address his concerns but they have not received a call back. She also mentioned that Mr. [redacted] was not charged for the towdolly rental to help offset the inconvenience he experienced.

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: This u-haul location ([redacted]) has questionable business practices. The policy regarding the $50 refund if the rental is not available is very misleading and this location mislead me on the conditions for obtaining it. This location did not have the rental available that I had reserved online. Since it was not available, they directed me to another location (which was very inconvenient) for the rental and ensured me that I would get the $50 refund. Upon calling customer service, they said that I was NOT eligible for the refund, since the location never called me to confirm the date and time of the rental - even though my online reservations and early check-in clearly indicated the date and time. U-Haul's description of the $50 guarantee on their site does not indicate that the location must call to confirm. Desired Settlement: I would like to be refunded the $50 that U-Haul promises in their reservation guarantee.

Business

Response:

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

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

Good Evening Mr. [redacted], I've received your information from the Revdex.com regarding your recent U-Haul rental. I apologize if our policy wasn't explained properly at the time you made your reservation. I've advised the President of the situation and he'll speak with the General Manager and his staff regarding the policy and your reservation. As a courtesy we've refunded the $50 reservation guarantee to your account. For future rentals please be aware this is given when a reservations time and location has been confirmed and guaranteed. I apologize for any inconvenience or confusion that arose from this experienced. The credit will take 3-5 days to process to your account. If you should need anything further please let me know. Thank you, [redacted] UHC of E. Colorado

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: Dear Sir/Madam,

I had rented a moving truck from Uhaul [redacted] location,([redacted].phone# ###-###-####) The vehicle was to be returned at the same location. During the course of the day as I was running late I had called the [redacted] location phone number in order to inquire if I could return the vehicle at the [redacted] location. (This was the same number that I had made the booking initially.)

The call was directed to a central customer service centre in the states, even though I insisted on talking to the location that I had been dealing with the customer service representative informed me that I could not contact the store directly but he can assist me with my request.

He informed me that I could drop the truck at the [redacted] location but there would be an additional charge of about $40 to $60, as this seemed reasonable I decided to use this option.

When I attempted returning the truck at the [redacted] location the clerk said I needed to pay an additional $160 when I informed her what I was told by customer service she attempted contact the centre, after about 40 minutes of on hold she informed me that she cannot get through to an agent and that I could return the vehicle at her location and a manager will contact me to resolve the issue.

3 days later I received an email from the store manager informing me that I owed them $160 as I had changed the return location. I responded informing her that the reason I decided to change the return location was based on the information and that I would like to speak to a regional manager to resolve the issue.

A manage contacted me, on my insistence that he listens to the recording of the conversation between the customer service rep and myself in order to clarify the discrepancy he agreed to do so and contact me.

Never heard from him but after about 4 weeks I started receiving calls from a collection agency,

since then I have written to the president of the company outlining the whole incident and requesting the issue be resolved.(I have mailed this let 3 times) and haven't had any response. but I continued to get harassing calls by the collection agency I continue telling them that I have written to the president of the company and awaiting a response.

(I have attached the letter in order for you to understand all the details)Desired Settlement: HOW I WOULD LIKE THE MATTER RESOLVED

By listening to the audio recording and confirming the conversation in order to honour the advise of the customer service associate and end the call from the collection agency

DESIRED SETTLEMENT DESCRIPTION

Honour the advise given and remove my name from the collection agency

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 and sent him the following email in response:Hello [redacted], After reviewin your cusotmer service file. I have emailed you a copy of your dispatching contact. The contract states the terms and conditions for the rental and returning the truck. Customer is responsible for any fee incurred for wrong destination. I will reduce the fee to $80.00. Please email me proof that this has been paid and I will take care of the balance. Thank you for contacting us again regarding this issue. Uhaul CustomerOur customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for responding to the complaint forwarded to you through Revdex.com, however as indicated in my complaint to your president (which I mailed 3 times and emailed the copy to your customer care department which was not acknowledged by anyone) I am not disputing the contract my only issue is that I decided to return the rental truck at another location based on the info provided by your customer service agent. Your organization seems to be ignoring that part of the complaint and the request to listen to the audio recording in order to confirm or deny my claim.My original rental fee was $69 however the location charged me a total of $125, so why I don't understand how you would think charging me another $80 would be a fair resolution. Please read through my complaint and resolve the issue in a fair and ethical manner.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], Senior Staff for our [redacted] Regional Office, reviewed Mr. [redacted]’s recent comments. She informed our office she has been corresponding with Mr. [redacted] by email. She adjusted the balance due down to $13.53 and had the Promissory Note deleted.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 AssistantU-Haul International

Review: I went to rent a truck or van from uhaul. I do not have a credit card. I choose uhaul because of this information which is listed prominently in their FAQ on their website. There was also extensive advertising in print, radio, signage and TV regarding not needing a credit card to rent a vechile. The FAQ clearly states:

"Do you need a credit card to reserve or rent equipment?

Making a reservation online requires a credit card, but you are not required to use a credit card when paying for your rental. We accept American Express, Discover, MasterCard and Visa."

However, the bait and switch becomes clear once you actually go to their location. Once there it turns out that you are unable to rent any of the cheaper options. In fact, the only options available are 17 feet or longer, cost at least double the price in up front costs and likely triple or more the cost in fuel. It is a classic bait and switch scam. I spoke to the general manager and the district manager who all confirmed that this was uhaul policy. All insisted that correct information was given on the website and refused to even investigate.Desired Settlement: I would like to see regulatory fines leveled against this company. This has been a long standing business practice of uhaul and they show no signs of complying with honest advertising standards. I would like a written apology and I would like the service to be delivered AS ADVERTISED. I would also like to see uhaul make a public admission of this bait and switch and offer restitution to those they have scammed using this tactic.

Business

Response:

December 20, 2012

Thank you for your

concern for our customers Mr. [redacted] and [redacted], whose name

actually appears on the rental agreement.

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Alberta, followed up on

the information Mr. [redacted] provided. She informed our office she

attempted to reach Mr. [redacted] by phone but stated the call goes

straight to voice mail that states he is not available and then

disconnects. She instead sent them an email requesting a call back

in order to personally address their concerns. She included her

telephone number and hopes to hear back soon.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: A 2" hitch was placed on my 2011 Subaru Forester on 3/24/12 by U-haul on [redacted] Road in Pittsburgh. I was told the installation should take approximately one to two hours, but instead it took closer to six hours. I was then told that the technician performing the work was not a usual employee at this location, and he was having a difficult time performing the installation due to his poor experience. I was credited $20 for the inconvenience by the receptionist, Stephanie. The hitch and my vehicle had been operating without problems until 8/31/12. Regular service on my vehicle was up-to-date, and had been performed by a Subaru service center as needed and on time. On 8/31/12, I drove my vehicle approximately 80 miles, and I was unable to shift into reverse or park when I reached my destination. The vehicle was towed to a nearby Subaru dealer. The mechanic diagnosed the issue with my vehicle as being caused by faulty wiring and pinched wires created by the U-haul technician. The mechanic also mentioned that U-haul wires were dangling approximately 6 inches under my vehicle. I called U-haul's manager, [redacted], to discuss the issue. He was extremely rude and aggressive on the phone, talking over me and not allowing me to explain the situation. He asked that I bring my vehicle to him to have it repaired and said he knew exactly what the problem was. I tried to explain the fact that my vehicle had to be towed to a dealership because it was in another city 80 miles away. Mr. [redacted] then told me that my warranty with U-haul would be void if anyone else worked on the repairs. He gave me a phone number to file an insurance claim and said there was nothing else he could do for me. I told him that I would be reporting him to the Revdex.com, and he hung up the phone. The new repairs done at the Subaru dealership will total approximately $550.Desired Settlement: I would like a refund of $175.85 which is the difference between the total charges paid on 3/24/12 ($305.80) minus the cost of the actual hitch ($129.95).Although it would be appreciated, I am not expecting U-haul to cover all the charges from Subaru. I do, however, expect them to be sympathetic to the situation, realize they provided defective service and attempt to improve the situation.

Business

Response:

September 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Dr. [redacted] provided. He informed our office he sent Dr. [redacted] an email in response explaining he reviewed her hitch invoice done at our [redacted] Rd. location. A full refund was issued in the amount of $305.80 back to Dr. [redacted]'s [redacted] account and should post on her next credit card statement. Mr. [redacted] relayed that the complete refund would hopefully help offset any out of pocket expense she had with Subaru.

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 wanted to reserve a U-Haul truck and the guy told me that I could not reserve the truck personally with cash until the day I needed it and he claim that I would have to come back the next day to see about renting a truck if I was going to pay cash. When I showed up the next day to pay cash, he took my $100 and put it in his pocket & then told that I had to return the truck that same night or early the next morning. He did not allow me to rent the truck for an entire 24hrs like I thought should happen since I had an entire 2 bedroom of furniture to load and a garage to clear out as well. He was not the owner of the U-Haul place and I'm not sure where the owner was but I wanted to report the unethical business dealings that went on at this U-Haul place and caused me to have to find another way to move the rest of my furniture because I had to return the truck earlier than expected.Desired Settlement: At least half of my $100 back since I was the one inconvenienced by the entire moving of my furniture.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns.As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

UBOX 10 DAYS LATE & $195 OVERCHARGED.

*Interstate residential move. Slept on floor for 10 days with no belongings. Forced to re-purchase many items to hold me over until UBox arrival.

*Had to re-open Customer Service complaint 3x because originating location's manager repeatedly closed out as "resolved" without ever speaking to me.

*Transferred endlessly through customer service departments with no assistance.

*No response from company representative that responds to complaints through this website.

*Ultimately refunded for overcharge but no compensation or explanation for incredibly late delivery or lack of customer service.

WASTE OF TIME, MONEY & PEACE OF MIND--all reasons stated for using UBox on UHaul.com

Incapable of providing any type of acceptable customer service or resolution. Long time UHaul customer. Will NEVER use or recommend UBox again.

Review: On August 15, went online to Uhaul.com to book a trailer for a September 29 move. Received a confirmation the same day, for a 14' truck at location A. On September 5, received an email that the reservation had been changed with a website link. When I went to the link, the location and size of the trailer had been changed. I called the new location (Location B) and was advised that Location A does not offer trucks as per my request and that is the reason I was probably bumped to Location B. They advised that I needed to call back closer to the September 29 move date to confirm my truck.On September 18, I called Location B and was advised that Yes, 17' Truck is available on September 29 at 12 noon. My reservation was for 9 am. They said okay, we can give it to you at 9 am.On September 24, Location B called to say that the truck was no longer available due to Uhaul's scheduling and to call [redacted].On September 25, I called [redacted]. Personnel said they could not assist me and transferred me to customer service. Customer service left me on hold for 45 mins before hanging up. I called back, was put on hold again, told by Customer service that they could not help me and transferred me to dispatch. All representatives told me to call Location B and work it out with them that they could not help me. Called [redacted] again and was told that I had to find a truck in another province. This is beyond me. Why would I have to go to another City let alone province when I booked my reservation and received numerous confirmations 6 weeks in advance? The lack of customer service and training is evident. This is not a company that has good repitoire. I would highly suggest that this company review their online booking procedures and options before cancelling reservations on innocent people two days before a large move. This has financial implications for people who do not move out in time.Severely disappointed!Desired Settlement: I would like to know why options are available online to book a truck size at a lcoation that does not have that truck size. I would like to know why I booked a truck 6 weeks in advance, was given numerous confirmation emails that it was available only to be told 3 days prior that it wasn't. Why is it customer servie who gives more phone numbers to call when they cannot solve the issue? This should not be my problem.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted] Senior

Staff for the U-Haul Company of Eastern ON, followed up on the

information Ms. [redacted] provided. She informed our office she sent Ms.

[redacted] an email as a response offering an apology for any

miscommunication she experienced. She pointed out that on September

5th Ms. [redacted] did make a change to her reservation. She

changed the size of the truck she reserved from a 14-foot truck to a

17-foot truck. However, Ms. [redacted]'s preferred pick up location did

not have the 17-foot truck available and we needed to send her to an

alternate pick up location. As we value Ms. [redacted] as a customer Ms.

[redacted] sent her a $35 VIP Certificate that can be used toward a

future purchase or rental on the many products and services U-Haul

has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: On September 13, 2013, I spoke with a Uhaul representative, [redacted] ([redacted]) regarding my Uhaul account. I relocated from Alabama to North Carolina and opted to use Uhaul for storing my household items. Because I had started a new job and need to change the date of my original contract from the 23rd of each month until the 30th of each month, I spoke with Mr. [redacted]. Mr. [redacted] assured me that my account would be charged on the 30th of each month beginning with September 30th. However, my account was charge today, September 23rd, which I was not expecting based on the conversation I had with Mr. [redacted].Desired Settlement: In addition to an apology letter, I would like to receive a credit for the monthly services. The unexpected charge resulted in a financial hardship, albeit temporary.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern AL regional office, followed up on the information Dr. [redacted] provided. Mr. [redacted] sent her an email offering his apology for the Call Center Agent not changing the due date for her storage unit. He waived all fees and her rent is paid through November 30, 2013.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I paid for a tow package with wiring to be installed on my minivan. They did not put the 4-way flat plug (60 inch lead), or the basic towing vehicle wiring to complete the install. This was required for installing the tow package. I was charged for the wiring, but no wiring exists on my vehicle. I was charged for a service not done. The vehicle molding was pulled down and left hanging about 2 inches from the ceiling. There was a drain plug that was left out and just thrown in the bottom of the floorboard. I have made multiple attempts to contact U-haul to get this resolved, only to be passed around from store to store and number to number (7 different representatives).Desired Settlement: I am requesting a refund for the wiring which was NOT done, plus I am requesting that I be refunded for part of the labor for the wiring, which was also NOT done. I was charged $18.50 for the wiring and labor that I expected to get refunded is $37.50, plus tax on the wiring.

Business

Response:

Thank you for your concern for our customer Mr. [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 advised him of a refund for $59.92, which is half of the labor and wiring fee. The refund was issued back to Mr. [redacted]’s [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,[redacted]Executive AssistantU-Haul International

Review: My daughter [redacted] rented 2 Uboxes from this Uhaul in May 2014 and the computers were all screwed up and would not take my daughter's credit card. My husband [redacted] used his in order to get the pods because we had already wasted 2 hours waiting for them to correct the problem. My daughter and myself made sure my husband credit card info would not be saved once [redacted] credit card info was put in correctly. Well now the total ineptitude of this facility and the company shows how one person can't seem to fix a simple task of getting [redacted] info in and [redacted] info out. They have [redacted] correct information and have billed her correctly only one time and that was last month. They have billed my husbands card several times illegally because they were to remove that number. If this does not get this terrible establishments attention I will be filing a small claim lawsuit for the maximum amount for all they have put myself and my daughter through. In conclusion every time we call the [redacted] office we get the call center, so no one there can EVER help.Thank you for your time on this issue.[redacted] Product_Or_Service: Service/storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We want them to refund our money and ship our pods to [redacted] for free.

Business

Response:

Thank you for your concern for our customers [redacted] and her daughter, [redacted], whose name is actually on the rental contract.

[redacted], our President for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He advised our office Ms. [redacted] was contacted and advised the U-Boxes would be delivered to [redacted] on November 8th at no charge.

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: 7/1/14

Dear U-Haul Customer Service:

I am writing to make a formal demand for reimbursement as a breach of your “guarantee” policy.

On 6/5/14 I made an online reservation for a 26 moving truck to be picked up on 6/30/14 at your store located at [redacted]. My confirmation number is: [redacted]. The price was $177 plus tax and insurance. According to your website a 26 foot truck has 1,611 cubic feet loading capacity and I was assured by my moving crew that this would be sufficient.

This was a “guaranteed” reservation, and I relied on the following “guarantee” on your website:

“When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.” [redacted]

On 6/29 I received a call that the truck that had been reserved for me was not available. The caller had arranged an alternative of a 20 foot truck that was located 30 miles away and a 6x12 trailer that was available locally. I was assured by your representative that this was the equivalent of the26 foot truck. I relied on this statement and accepted the proposed solution. What the caller failed to mention was that the 20ft truck in Valley Village had 1,015 cubic feet and the trailer in Simi Valley had 396 cubic feet. This left me with a total of 1141 of cubic feet of cargo space rather than the 1611 that I had ordered.

That left me 200 cubic feet shy of the truck I rented with a “guaranteed” rental. We tried to make it work, but there was just no way that all my belongings would fit, so I then called your customer service department and was told I would have to rent ANOTHER ON MY OWN DIME and that all they could do to compensate me for my troubles was a 20% discount on the additional truck! Since I was paying a moving crew hourly, and they were almost finished, I went ahead and rented the 10’ truck so we could complete the move. This cost me a total of $135 plus insurance of $28 and gas of $30 that I would have not needed had I received the truck I had ordered. I have no idea if the 20% discount was actually applied. However, even if it was appropriately applied, I was still left paying an additional $135.50 plus gas. This was almost double the original cost of the $177 truck I had reserved.

In addition to the extra expense, I had an infuriating experience at the location at [redacted]. This is where I was originally supposed to pick up the 26 foot truck that supposedly was not available. I got there to pick up the trailer and see not one, but TWO 26 ft trucks in the lot. I asked why I could not take one of those and was told that one had faulty braked (OK, I get that) but the other was needed “to stay on the lot and move things around.” Rather than accommodating a customer with a “guaranteed” reservation, the manager decided to keep the truck for his own use! That is outrageous! Here I am running all over the Valley, when he had the truck I ordered right there! His name is Jim Puzan, if you care to talk to him.

As a result of this unnecessary hassle and expense, I am requesting that you reimburse me the entire cost of the rental of the second truck and all associated expenses as well as the $50 “guarantee” as promised on your website. My demand is:

$ 17.50 mileage from Simi Valley to Valley Village

$ 17.50 mileage to Simi Valley from Valley Village

$ 107.50 cost of second truck incl tax

$ 28.00 cost of additional insurance for second truck

$ 30.00 cost of additional gas from Simi to Ventura for second truck

$ 50.00 $50 "guarantee" as promised on your website

$ 250.50 Total Reimbursement Demand

You can reach me at:

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

You can mail the reimbursement check to:

[redacted]Desired Settlement: reimbursement of all my expenses - see above letter I sent to Uhaul via their website to no avail

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Center of Simi Valley, followed up on the information [redacted] provided. He informed our office he issued her a refund for $200 in addition to the $50 Reservation Guarantee Fee previously issued. She should receive the check within the next 10 business days.

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,

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.

Hello-

This issue still has not resolved. On July 10 I received a voicemail from Jim the manager of the U-haul location with which I had the complaint, indicating that in addition to the $50 "guarantee" check, I would be sent a $200 check. I received the $50 check several weeks ago, but still have not received the $200 check. When I have tried calling, I am placed on hold and then the line disconnects. This has happened repeatedly, so I am contacting you.

Can you please assist?