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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

I went to the U-Haul at 564 Lancaster Pike, Malvern, PA on 9/28/2012 to rent a truck. I was told that the rental charge was $19.95 per day and $1.49 per mile driven plus applicable taxes.

I went to rent the Truck at 9:25 AM on 9/28/2012. I told the cashier that I would return the truck on 9/29/2012 after 12 noon. She billed me for $19.95 and then told me I could get charged $19.95 for the next day plus total mileage.

The manager gave came over and talked to the girl at the counter and I was then told that I would be charged a $50 penalty because I was bringing the truck back after 8:00 AM in the morning. I had to take the truck because it was an emergency so I left with the truck.

I went to the U-Haul website and chatted with a representative on 9/28 who told me that there was no $50 penalty that I can be charged with. They told to dispute that penalty and that I would not be charged.

When I brought the truck back on 9/29, it was processed as returned at 12:31 in the afternoon.

I had driven the truck for 21 miles and rented it for 1 day and 4 hours. The truck was in the same shape as I got it. There was not dirty, it was the same condition and I had filled the gas up with more than I had got it.

This is what my maximum bill should be:

[$ 19.95 for 2 days = $ 39.90] + [Environmental fee = $2] + [Rental tax = $ 5.86] + [Motor vehicle tax = $ 4] + [Mileage for 21 miles @ $1.49 per mile = $ 31.29] = Total bill = >>

$83.05

One of the U-Haul employees inspected the truck and I proceeded to the cashier. She billed me for 2 days and give me a $50 "penalty". When I asked her why the bill was $136.05 she told me that the manager told her to bill me a $50 penalty

I was already billed for 2 days so I should not be getting a $50 penalty. They had 2-3 trucks in the parking lot of the same size and type.

I asked the cashier for a receipt to see why I was being charged the $50 penalty and she immediately told me that the computer was down and she could not give me a receipt.

I was then told that I would get a receipt at my email address and I got her to write down on my initial bill that I was being billed for $136.05

When I got the email later that evening I saw that the "$50" penalty was "cleaning fee" on a truck that was returning in the same clean condition that I rented it in. If there was any so called "cleaning" I would have seen that on my receipt and I would have disputed that claim.

The manager knows that he cannot charge me a $50 penalty so he justified it as a cleaning charge. The word penalty isn't even mentioned in the bill.

If I saw the cleaning fee on the receipt then I would shown them that the truck was clean and that it was not applicable.

I want my $50 back.

This is unfair and I have been cheated by U-Haul.

DO NOT RENT FROM THIS COMPANY. USE PENSKE, RYDER or BUDGET. YOU WONT GET SCAMMED OR CHEATED.

Review: I rented a 26' truck from this location ([redacted]) only to have it break down and I was stranded until after midnight. I rented the truck at closing(7p.m.). The truck was not repairable and had to be towed. My account was charged a deposit of $105. They were unable to fulfill their end of the contract and thus must return all money I placed to secure the rental. The manager, [redacted], says he returned only $45 to my account ( I have yet to see any money returned to me in my checking account), sent me a certificate for $40 and I don't know what has happened with the difference. [redacted] has stated that they do not do refunds. I do not agree that this would be a refund as they could not fulfill their end of the contract by providing me with a working rental truck.

Product_Or_Service: 26' Uhaul truck

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I am requesting the full amount of $105 be applied back to my account.

Business

Response:

July 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Todd Ferriera, our President for our Fresno regional office, followed up on the information Ms. [redacted] provided. He has attempted to speak to Ms. [redacted] and is currently waiting for a return call. After researching her rental, he agreed she is due back a refund on the rental as she did not complete her move. A refund for $59.14 was issued back to her [redacted] account and should post on her next credit card statement for the remaining charges on her contract. As we value Ms. [redacted] as a customer, we hope she will take advantage of the $40 VIP Certificate previously issued to her.

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: Storage unit #** is infested with roaches & her belongings have been ruined. Manager confirmed that they did have roaches from a previous tenant/customer & they've been spraying & bombing the units. After she was told that the units had been bombed to take care of the roaches, her & her husband still saw roaches in & around the storage unit. Consumer put in an insurance claim for her belongings because they're ruined. Consumer wants to take everything out of the unit & throw it out however she was told she has to keep her belongings in the unit while the facility is being investigated for the business's insurance. Business is still charging her monthly fees/rent while her belongings have to sit there during the investigation regardless of the fact that she wants to empty the unit & throw everything out. Insurance adjuster said that the company should work with her as far as not having to pay fees while the investigation is underway.Desired Settlement: Does not feel she should have to pay rent/fees while this insurance investigation is underway & feel that the business should work with her.

Business

Response:

March 15, 2013

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

Mr. Tristan Dreier, our Executive Assistant for the U-Haul Company of Central NC, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] advising her he gave her credit for one month of storage rental for the time of the investigation that was needed.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern MA, reviewed the information Ms[redacted] provided. She informed our office she sent Ms[redacted] an email offering her apology for the inconvenience her and her family experienced and explained she had issued a refund as full reimbursement in the amount of $314.53 back to he[redacted] Card account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Yesterday I purchased about 200$ worth of moving supplies online from the U-haul website. Order #[redacted]. I have been calling the local u-haul store that the website told me I could use for store pick-up, and they will not arrange for me to pick up my goods. They will hardly even speak with me. They keep telling me they will just call me back but they do not. I called the general customer service line and they said they would contact the store for me, but nothing has happened. I tried the online chat, but still nothing. I have spent over 2 hours on hold just today.Desired Settlement: I just want my moving supplies. I ordered them for store pickup specifically so I could get them before the holiday weekend. This is absurd. I just want someone to get my order together so I can drive down there and pick it up. Perhaps implementing a competent customer service system as well.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and left a message offering her apology for any inconvenience he has experienced and also explained his box order has been ready for pick up since July 2nd. She provided the store hours and her telephone number if he had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

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. Essentially, I had to go take care of it in person because the U-haul customer service is incompetent and non-existent.

Regards,

Review: I rented a U-haul on Saturday February 2nd, 2013 ath 101 63rd st location in Des Moines, Iowa. My contract ID is 94486070. When I initially went to location to pick up truck, it was very frustrating as there was no proper customer service or organization. Both registers were open, but both employees were walking in and out and not even acknowledging us stating they would be with us shortly. The bigger issues came in when I returned the truck. I was given a paper that states how many gallons I should have to put in compared to how much I have used. As I was pumping the gas, I realized that the gauge was not moving. I keep puttin gas in truck as I dont want to be charged any extra. Finally at $25.00 and almost 8 gallons, I stop pumping as I realize something is wrong with this gauge. I went a total of 46 miles, so I should've only had to put maybe 10.00 or 3 gallons of gas in. I drive back to the location, advise them of this information, bring in my receipt of how much gas I just put in and plead with them to do something for me as I just lost $15.00 because the gas gauge was not working properly. All I got was rudeness, careless, responses. Telling me that its in the contract that they cant reimburse for gas, I asked if it was in the contract if their gas gauge is broken. He just kept repeating himself that he cant reimburse me for gas. So, I just say whatever and let it go until, the employee then asks me for more money because my initial deposit only covered 40 miles, rather than the 46 I went. At this point, I am irate. With the terrible customer service inititally, to them not caring about the extra money I just paid due to a truck problem that you own, now they want more money??? I understand that they may not be able to reimburse for gas itself persay, but I feel that they could have cared a bit more, apologized for THEIR problem, and given me a discount somehow for the inconvenience and problems.Desired Settlement: Being that I having to take it this far and 3 employees refusing to help, I would like a refund. If this does not get resolved with appropriate agreement between us, I will never be a U-haul customer again.

Business

Response:

February 6, 2013

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

Mr. Michael Herrick, our GM of our U-Haul Center involved, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] offering his apology for any inconvenience she experienced.

As we value Ms. [redacted] as a customer, Mr. Herrick 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.

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 and tape.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: We had a reservation for a truck for 24 hours and when we picked the truck up, we were notified that we had to return the truck 5 hours earlier than agreed. These last 5 hours were critical to our plans that we had for over a month! When we talked to the location, they told us that the time frame on the truck was based availability, which contradicts what is advertised on the reservation we made. This all happened without them notifying us until the moment we picked it up. I explained my situation to the store manager who told me there was nothing he could do and the rental time frame will change based on their availability. I told him I would call corporate. I then called corporate and was told the same thing. When I complained that we were never notified, he said "You were notified...when you picked it up." I said you think this is acceptable business? He said I'm not going to discuss this with you and you can leave a review on our website.

I do not understand how you can advertise the rental is for 24 hours, and make a customer PAY for 24 hours, and not give it to them!? And on top of that, they seemed to find it acceptable that the only notification of this time change was at the time of pick up!! This is completely unacceptable and extremely inconvenient to the customer. I have never in my life filed a complaint against a business, but I want to make sure they are not scamming others as well!Desired Settlement: They need to change their policy and hold true to what the customer is paying for! If any changes are made to what was agreed upon, the customer needs to be notified immediately! I would also like a refund of the 5 hours that I was not able to use the truck.

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 and sent him the following email in response:[redacted], I have read your concern. I see that you had made the online reservation for 10 hours. You rented the truck for 19 hours. We honored the timeframe that you had requested in your internet reservation. Rentals are not based on 24 hours they are based on rental period,thus no compensation is due. [redacted] Executive Assistant U-Haul of [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,[redacted]Executive AssistantU-Haul International

Review: On November 24 2013, I had to make a long-distance move twice because U-Haul employees did not listen when I specifically described my moving needs and rented me a truck that was too small. I had already reserved this truck during my on-site visit to the U-Haul store. The afternoon of the move, it was 30 degrees and the packers were 2/3's done and they were leaving. Taking furniture off and putting it on the largest truck and/or having the driver stay another day was not an option. I called the corporate office and told them the dilemma. I was told that U-Haul would take care of the mistake and I was to hold on to all receipts.The next week was Thanksgiving so many holiday plans had to be changed to accommodate a second move. We drove back to Atlanta in holiday traffic and then had to secure a truck, driving 60 miles round-trip out of our way. We loaded the rest of the furniture onto the truck by ourselves. I made the decision that we were checking into a hotel and would leave in the morning. This time, there was no help and the stress of the second move was too much. When we returned to [redacted], my ex-husband had to take Monday off to unload the truck. I called U-Haul and was routed to the area manager in Louisiana. He credited half of the truck rental - $156.53. I was not pleased and I began the process with corporate U-Haul and the case was given to [redacted].I emailed expenses for auto gas $ 58.92 (11/30) $70 (11/29) truck gas $100 (11/30) Marriott Ctyd $136.85 (11/30) Truck Rental $153.01 (12/3)He has offered a settlement of $114.46 and a $30 U-haul coupon. I was told to take it or he would close the case. I have tried to contact his supervisor or other corporate officers, but he has my case blocked so that it can only be routed to himDesired Settlement: DesiredSettlementID: Refund

I feel that U-Haul should stand behind their word. I called many times during that first move -November 24-26, very upset. I was assured that the matter would be resolved. They told me to save receipts and they'd take care of itThis second move was unnecessary. I have brought it to the attention of U-Haul that their brochures,website, and their employees are ill-advised on truck sizes with regard to living spaces. This was a huge and costly mistake. Furthermore, it d

Business

Response:

June 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that we can only recommend a specific size of equipment for our customer’s needs based on average rooms of furniture, however, the final decision is up to the customer as they only know how large or bulky their furniture may be. [redacted], a Customer Service Manager, relayed that he carefully reviewed the information Ms. [redacted] provided to ensure she received a fair resolution. Ms. [redacted] had requested $153.01 as a full refund for the second rental in addition to $228.92 for the fuel and $136.85 for a hotel expense. Mr. [redacted] advised her, because she did not incur a breakdown with the U-Haul equipment and she did complete her move, a refund for the truck, fuel, and hotel did not warrant a refund. However, in the interest of customer good faith, Mr. [redacted] stated he would be willing to make a refund for a portion of the fuel in the amount of $114.46 plus send her a $30 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 advised that we cannot block a file from being viewed by another agent or management. Mr. [redacted] actually discussed Ms. [redacted]’s rental concerns with senior management and they concluded that a fair resolution was made. At this point we will honor Mr. [redacted]’s offer to make a refund for $114.46 plus a $30 VIP Certificate if Ms. [redacted] would like to accept.

Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and 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 recommendations for size were taken directly from U-Haul literature and this is the reason why we are at this point. For the first move, I was rented a truck that U-Haul states accommodates a 3 bedroom house, and yet it was nowhere big enough to take care of my move for a 1 bedroom apartment. My position remains the same: U-Haul's literature and size guidelines are outdated and employees are inadequately prepared or disinterested in customer needs.

The second move was not a matter of choice and a 6 hour hotel stay was definitely not part of a holiday weekend. U-Haul seems to have this protocol that the only time one stays in a hotel is when there is a breakdown. There has been a breakdown - a breakdown in communication regarding size and needs. Customers are so important, but U-Haul neglects to take care situations caused by their own shortcomings - misleading literature, poorly written websites, ill-informed employees....I fail to see the "fairness" in this offer when I am out-of-pocket an additional $518.78 for a second move that should have never occurred and U-Haul wants to offer $114.46 and a coupon to use their products again. This is not what I was told when the the first move wasn't working - I was told during several phone calls that this would be taken care of.

Contrary to the response, I was blocked from speaking to anyone other than [redacted]. I called several times and each time, was told that my case was flagged and that my calls were to be routed to him. The last email that he sent, in March, said I could accept $114.46 or he would close the file. I have emails and phone records. Sounds like a bully tactic, not customer care.

At this point, I choose to never do business with this company again and I am posting this information for public viewing. The mobile society in which we live needs to be aware of a service industry that is not about matching its products with customer needs, and then doesn't step up to the plate.

Business

Response:

June 13, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our recommendations for size of equipment are just that, a recommendation. We base our recommendations on average rooms of furniture. We don’t know how large or bulky their furniture is or how much furniture they have in each room. We offer size specifications and cubic footage as helpful information to our customers. U-Haul is a do-it-yourself moving company, therefore, our customer must be responsible for making the final decision on choosing the size of equipment for their moving needs. We provide different sizes of moving equipment and packing materials to make the move.

Ms. [redacted]’s extra motel was not due to any malfunction of the U-Haul equipment. U-Haul can’t be held responsible for extra expenses due to Ms. [redacted] renting a smaller truck than needed to complete her move. In the interest of customer good faith, we have offered to refund half of the fuel expense for the second truck along with a VIP Certificate for $30. We feel the Certificates can be of great value to our customers. 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.

Please be advised, after another careful review of the information at hand, our decision in the matter remains the same. We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul International

Review: The company proceed in selling my stored items at auction even though by law they were not allowed to do so, as I was in bankruptcy status. They were notified via the bankruptcy courts and by messages left by me. My calls have yet to be returned and now I no longer have valuable personal items as they have been sold without authorization. These items cannot be replaced.Desired Settlement: I would like a cash settlement of the cost of my personal item, all of which have/had personal and monetary value.

Business

Response:

May 16, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Phoenix Metro, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] had been a storage customer since January of 2008 and was continuously late. We sent her numerous letters and made numerous letters advising her she was late on her payment, had a lien against her unit and notices of an auction pending. Mr. Parker relayed that proper policy was followed with her storage unit and subsequent auction. A refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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.

Regards,

Hello [redacted],

I am refuting UHauls response due to false statements. I was not constantly late (that is not relevant anyway) nor did they follow Bankruptcy court protocol. The guidelines/laws clearly state they could not move forward while I was in bankruptcy status, yet they did and I was not notified. They clearly broke the law.

Please let them know this.

Thank you.

Business

Response:

June 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Phoenix Metro, reviewed the information Ms. [redacted] provided. He advised our office, in reviewing the account history for Ms. [redacted]’ storage unit, he stated U-Haul is in no way at fault for her items being auctioned. We followed proper policy. The account shows numerous notes of calls being made to let Ms. [redacted] know of the late fees as well as letters being sent to her and her alternative contacts. She is responsible to update contact information and let us know of any legal issues. None of this was provided by her and it is now two years later that she is disputing our necessary actions. Mr. Parker relayed that legal procedures on Ms. [redacted]’ behalf were not followed.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am rejecting U haul's response. At no time did they advise me of their intent to overdrive the Federal Bankruptcy Court, by either emails, phone calls, or letters. To say they never received notification from the bankruptcy court trustee would be a fallacy. As they promptly notify everyone that needs to know. If their office did not document the notification properly that is due to no fault of my own. What they did was unlawful and I do expect restitution.

Thank you.

Sincerely,

Review: TO start, I accidentally made 3 months worth of payments instead of the usual 1 month that was due. They were made in 2 separate charges. One charge of the correct amount and the second charge was 2 months in one payment. Originally I called and spoke to a woman who, after sometime, said the issue was resolved and I would see the 2 months of payments credited to my account within 5 business days. This did not happen and upon calling again I was told there was no record of my call or reimbursement. I was then told I must speak to a General Manager. After 5 business days of calling multiple times a day I received a response and the reimbursement was issued but the person I spoke with said they had accidentally refunded all 3 months work of payments. The problem then became instead of retracting the correct 1 month payment as discussed, the 3 reimbursements were left as such and then a 4th months worth of money was debited from my account before the 3 months worth of money was deposited into my account. You cannot debit without first giving the credits. Debits come out of bank account immediately and credits take a minimum of 3 business days to post. So at this point I had 4 other pending payments to other businesses that should have cleared but then caused 4 [redacted] fees because the 4th months worth of money was deducted before any money had been deposited back into my account.Today I have been calling for 8 business days to discuss with them reimbursing me for the [redacted] fees. Still no return call. The first 3 days I was calling the bank said the [redacted] fees could be refunded by the bank itself if UHAUL would simply cancel the pending debit before it cleared. They did not call me back so at that point the bank said they cannot refund me that it is between me and uhaul. I do not believe I should be responsible for these fees because if the refunds would have been handled correctly or at least I could have had a timely return call, this could have been avoided.Desired Settlement: A refund of all [redacted] fees that were a direct result of Uhaul's 4th debit of my account which they have been provided print outs from the bank showing it was directly that debit which caused the overdraft. These totaled $144.

Business

Response:

September 17, 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 East Houston Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He also offered his apology along with one month of free storage due to the fact that the credits did not process as quickly as she anticipated, which caused her bank account to incur overdraft fees. Ms. [redacted] declined the free month but [redacted] relayed if she changed her mind to stay another month, it would be 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

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 credits are not what caused my account to overdraft. I had enough money in my account, without receiving any credits, to cover all my charges. This is shown on the paperwork provided both to the company and attachment with the Revdex.com. The problem that caused the overdraft was that the company over credited the account and then processed a 4th debit instead of cancelling the incorrect credit. Debits are taken immediately out of a bank account and credits take 3-5 business days. That is what caused the overdraft, a 4th month being withdrawn from my account. When I spoke to the woman doing the credit she said that she would cancel the incorrect credit. She did not do that but instead just charged the account for a 4th payment without waiting for the credits to post to my account or informing that she was doing so.

Also, a large part of the problem is that, with a timely return phone call, the [redacted] fee could have been avoided. The bank informed me if the 4th debit was canceled before the 3 business days that the bank would reimburse the [redacted] fees. I called multiple times within the 3 days and everyone told me I had to speak with the GM and no one else could help me. I did not get a call back from the GM.

Then after sending the original complaint to the Revdex.com I received an invoices that had basically doubled my rent amount. Which I emailed a response and began calling again. I received that September 7th and again called the company and was disconnected from customer service and upon calling the Spring location spoke with someone who said they would call me back and never did. I also never received a response to the email. I finally received a call September 15 and that is when I was told they would not return my [redacted] fees but they did offer me a free months rent. They said my invoice had been corrected but never sent me a corrected invoice or call to tell me that. My payment would have been due September 24th and I work 6 days in a row before that.

As far as I knew, I owed double the rent and was completely unwilling to pay that. I had to use the few days available to me to move my belongings. The days I received the call with the offer for free rent inconveniently happened to be the same day I had already paid for a new unit at a different company and was literally in the middle of moving my things.

I would have taken the free month and then moved my things but again, as far as what had been communicated to me at that point I owed them the inflated invoice amount and add that to the unresolved previous issue. I had no time left to wait if that invoice was indeed going to be expected and no faith left that my issue would be resolved before the due date of Sept. 24.

Regards,

Business

Response:

September 23, 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 East Houston Regional Office, reviewed the recent information from Ms. [redacted] and sent her the following email in response:

[redacted], I received notice from the Revdex.com that you do not feel your complaint has been resolved. I tried to contact you by phone on 09/19/14 and left a message to return my call. I am sending this email because I was not able to contact you by phone. I would like to start by apologizing again, for all the time you have spent trying to resolve this. I would like to address a couple of the things in your response. 1) When you over paid your account you unfortunately made the double payment first and then the single payment. The young lady [redacted]) that corrected your account, reversed your payments which can only be performed by working backwards. Unfortunetely that means the single payment had to be reversed first then the double payment. Consequently that caused her to make another payment to bring your account back current. I did not explain this procedure to you before, because I did not feel you thought we were to blame for all that has happened. 2) When we spoke on the 15th I felt we agreed that you, your bank, and U-haul shared in the blame, for all that has happened, While I agree we (U-Haul) could have been more timely in responding to you when the bank overdrafted your account, I believe our initial goal was to provide good custmer service and correct your account for you. With all that being said it is clear you feel we (U-Haul) should do more. I offered you a free month because of our slow response when your bank charged you over draft fees. I was not aware you were in the middle of moving at that time. I show you are still in the room at this time 09/20/14. My offer of the free month is still available. I would be happy to contact your bank on your behalf, verifying that the charge and credits were processed the same day, Please let me know what more, you feel we should do. Again I apologize for all that has happened. [redacted] Executive Assistant [redacted] U-Haul Co. of East Houston ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a truck, received a confirmation number, date and time, only to be called two days prior to the scheduled reservation date and Uhaul stated they no longer had a truck available in my area for use. This put my wife and I in a difficult situation where none of the other rental truck companies in the area had trucks available on 2 days notice. We had already spent several thousands of dollars to line up our move to make it happen on this exact date. We are now left scrambling to try and figure out what we are going to do.Desired Settlement: If a reservation is made, then the truck that is ordered needs to be available to that customer. Many people count on these trucks to make their move once a reservation is made. Uhaul's word/ reservation means nothing.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She explained why we may run into unexpected equipment availability issues. Ms. [redacted] issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account on July 2nd. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Contact #'s [redacted] & [redacted]

I called to have a hitch installed and reserve a trailer. I needed the trailer for Wed Mar. 15,2011. I was told that the location didn't have the hitch in stock and that I would have to pay for 3 day shipping to have it there in time. I was agreeable to that. On Tues. Mar 14 a woman called to verify the appointment, 15 mins later she called back and said the hitch hadn't been ordered and wouldn't be in till Fri. I stated that was not acceptable I was leaving on Thurs and she said they could have it there by Thurs., again I stated that was unacceptable. I needed to have the trailer packed and ready to go on Thurs morning. She said she would call me back, which she did 30 min later and said the hitch would be in and set the appointment for 2pm on Wed.

After getting the trailer home a friend who followed me,informed me that I didn't have brake lights on the trailer. I called the location ([redacted]., [redacted]) and they told me to bring it back that no one could bring me another trailer. When I refused to bring it back the agent there said to call the 800 # and ask for road side assistance. The man who came out for that said he couldn't fix the problem.

After speaking to a cust svc rep several times I still had a trailer that was not operable. She assured me that the person at the local shop would call me by 8am the following morning and she had sent a night fax also to advise of the problem. I finally called the number she gave me at 8:30am on Thurs and got into a heated discussion with [redacted] at ###-###-####. He told me that no one would be available to bring me another trailer for 4 hours and again advised me to bring the trailer in. I asked to speak to his supervisor and he informed me he was the General Repair Mgr and that his boss was on a conference call and refused to give me his number other than an extension from that number.

After hanging up from him I called the # I was given to file a complaint ###-###-#### only to find out it is just another call center. I spoke to a [redacted] and asked to speak to a supervisor which he was very reluctant to do instead kept asking questions. He finally connected a person who identified herself as [redacted] and told me to wait until I brought the trailer back to make a complaint. I finally got a call from [redacted] who said the field mgr would be bringing me a new trailer within the hour.

Around 9:30 [redacted] arrived with a new trailer and we checked the lights which were working. He left and when I opened the door to the trailer to finally start loading my stuff the DOOR OF THAT TRAILER FELL OFF. I called [redacted] back and during that conversation we got disconnected and I was unable to reach him instead I got a recording that the number I was calling was not a working number. [redacted] finally called me on his personal cell phone and said that [redacted] would be coming back with another trailer.

I called the ###-###-#### # back and asked to speak to [redacted] only to be told there was no one by that name in the company register.

I finally had a trailer that was useable but by then it was too late to make it to [redacted] as scheduled. I still had to load the trailer. I was told by [redacted] who was supposed to be the General Mgr of the [redacted] loc that when I dropped the trailer off at the end loc ([redacted]) that I would be compensated for all this inconvenience only to find out when I took the trailer to U-Haul at [redacted]., [redacted] ###-###-#### that this is something the originating location says because they don't want to deal with irate customers. He did say that a [redacted] had called his location and told a woman there to have me call her at ###-###-#### which I tried to do twice on Sat. Mar 19. I got a different location the first time and was told she would e-mail [redacted] to call me and the second timeI was told she had left for the day.Desired Settlement: I don't feel I owe the 3 day shipment fee on the hitch since the hitch wasn't ordered and it was the company's incompetence that caused that problem. They ended up having to over-night it and they should pay the whole charge for that. I shouldn't have to pay for the rental either for all the problems I had even thought I did use it but I missed my scheduled arrival date which caused me several more problems.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM or our U-Haul Moving and Storage at [redacted] Blvd., followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] the following email today:

Good morning Mrs [redacted], First off let me appoligize for your very poor experience back in 2011. I can not explain why it has taken two years for your Better Business Burea file to reach my office. I was not the General Manager of this location at that time., but I feel it is still important that I reach out to you. If you could please email me at [redacted] I will be sure to contact you when I return next week. If you would rather communicate via phone please send me your phone number and I will call you Wednesday. Thank you very much and I hope to hear from you soon. [redacted] General Manager [redacted] ###-###-#### [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 have 2 complaints. My first complaint is I called in and reserved a cargo van from the uhaul location [redacted]. I get there and I am given a truck. I wasn't thinking anything of it b/c I figured I need a small truck and thats what they are giving me. I return the truck and put it back to half of tank which I believe it was less that that b/c it shouldn't have taken almost $30 for using the truck for 40.2 miles. I look at my bank statment today and I was charged twice, a total of $103.75. I called in b/c that is incorrect based on the small vehicle I ordered and the 40.2 miles. First I was told I ordered a 14ft truck which is inaccurate and for what I moved, everything would have been sliding which is why I initially oredered a cargo van. I also had to put my television in my car, so no way a partial room wouldn't fit in a 14ft truck. Another thing is although they charged me for a day, I had to turn the truck in almost 6 hrs early. Then I was told I was charged for over 60 miles which was also inaccurate. Based on my google maps which I used from uhaul to my apt was 10.4 miles, from my apt to the new apt 21.5 and from the new apt back to uhaul was 8.3 miles. That is no where near what I am being charged for. I was overcharged and I am very upset about this. I call into customer service and I get a rude customer service rep by the name of Helen that tells me people tell her this story all the time. It is no story it is factual and there would be no reason for me to call in about being over charged almost $40 and going through the stress of talking to customer service for an hr. I am at work and had to take a break to handle this. I am just shocked and appalled at the service I received with Uhaul.Desired Settlement: I want my money refunded for the overcharges and this facility written up. This isn't right what they are doing to people and I am sure I am not the first one. As the uhaul rep helen said "I am not the first one to call saying they overcharged me mileage". If I am not the only one then obviously this is something that is being done and Uhaul needs to own up to this. I also would like Helen in customer service written up b/c she was very unprofessional and very rude.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

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 offered his apology for the confusion we caused and

addressed his concerns. A credit for $41.83 was issued back to his

credit card as an adjustment, which should post on his next credit

card statement. As we value Ms. [redacted] as a customer, Mr. [redacted]

also sent her a $25.00 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: U-Haul's reservations are guaranteed. Their website says "Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50....If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages." I made my reservation(12/5/12) & it was confirmed via phone by the U-Haul location that I used. In my reservation I requested & was guaranteed furniture pads. When I got to the location(12/6/12) they did not have the pads. I explained the $50 guarantee to the worker, he was not aware of the guarantee and so contacted the U-Haul service number & they explained to me that I would have to make a complaint to their 1-800 number. I contacted that number & was transferred several times and/or told they'd have to have someone new call me back. Sometimes I was told the person that I was asking for wasn't there even though the last person I'd spoken with told me they would be in. They kept explaining that I wasn't owed the $50 for different reasons. This went on for at least three days until finally I received an email from [redacted](12/20/12). I was told I would be called by [redacted] because I explained to them I didn't often check my email. Instead he sent me an email explaining if he didn't hear from me by 3pm that same day he would close the objection as resolved. Then after calling and speaking with someone other than [redacted] I received an email from [redacted](12/29/12) explaining he'd spoken with the location and confirmed that they did not have the pads and he would be sending me a VIP certificate for the missing pads(12/29/12). The wording on their website is pay but since this had now been 2 weeks worth of going back & forth & I knew I'd need a rental again when I moved I didn't fight it. I figured I would use the $50 certificate & then never use U-Haul again. However when I recently found my house and attempted to use the U-Haul certificate again the worker at the location was not even aware of the guarantee & didn't know what to do with the certificate code so he called the 1-800 #. I was initially told by the woman on the phone that they don't have any such code & told that the $50 guarantee is something they reimburse to you not give as a certificate. I explained that I was aware the last person didn't do what he was supposed to but that is how he gave the $50. I was treated like I was trying to steal from them in asking them to fufill their promise. I kept explaining to the woman on the phone Kathy that I received an email from them but she just kept insisting that they weren't giving me a rental for free & the most she can do is give me money off my next rental. I pulled up the email they sent me on my phone & read it to her & at that point she acknowledge that I had received the $50 certificate. However then she spoke back with the worker at the location. When he put me back on the phone, Kathy explained that I'd already rented and used the certificate. When I explained that I had not because I'd just bought a house & just cleared out my storage unit had no use for rental until than, she than asked if I'd bought patrolium. She was very sarcastic & rude. If I'd rented they'd have record of that. If I'd used the certificate than they should have record of that & be able to tell me where but they are unable. I do still have the 3 emails from [redacted].Desired Settlement: I would like U-Haul to honor their promise and reimburse my account $50.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of South Philadelphia, followed up on the information [redacted] provided. She informed our office she sent [redacted] an email offering her apology for the inconvenience she experienced and advised her of a refund for the $50 Reservation Guarantee Fee back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: First: I rented a U-Haul Box and requested it to be delivered to my residence on May 31, 2013 at 9 AM. However, the carrier delivered the box to the Killeen Tx. warehouse instead and it took them an additional 6 hours to deliver the box to our residence which cost us valuable time and money since we had to take off work to receive and load the box with our grandmother's belongings. Second: We requested that the box be shipped to Mesa, AZ from our residence in Temple, TX, we paid for the shipping on June 4, 2013 and were told that the box would ship either that day or on June 5th and would only take 8-10 days to arrive. We proceeded with our plan to drive our grandmother out to Mesa, AZ where she was to stay in a retirement community that she had chosen, we planned to intercept the box when we arrived and unload it for her. When we arrived in Mesa, AZ and contacted the U-haul store where the box should have been shipped, we discovered that the box was still sitting unshipped in Killeen, TX. We contacted U-Haul customer service several times and logged an offical complaint (#[redacted]). We were told that the U-Haul store in Killeen, TX. was unable to locate a carrier that could ship our box to Mesa, AZ and there was nothing else they could do until they could find a carrier. The box did not actually get shipped until June 18th from Killeen and by that time we had to return to Temple, TX without receiving the box in Mesa which caused much hardship for my grandmother and loss of income since we had to stay longer than expected. I would like to request a refund of all our payments to U-Haul since we were led to believe that our belongings would be in Mesa, AZ within 10 days and it actually took 17 days as the box was just delivered in Mesa, AZ on June 22nd. U-Haul's poor service has caused my family much hardship and loss of income by not being honest about their ability to ship our belongings within the time that they promised.Desired Settlement: Refund my credit card all payments issued to U-Haul.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Austin, followed up on the information [redacted] provided. She informed our office a refund for $300 had been issued to [redacted] as an adjustment on his U-Haul transaction.

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: Ive been using uhaul for several years with no problems. However this time it really went wrong. I had to tow a tractor to South Florida from Central Florida. I called uhaul and told them the model of the tractor. A bobcat tractor. I asked the representative which trailer would work for me. He reserved it with my credit card. I drove over an hour to the location to get the trailer. The person that owned the faculity told me that a bobcat probably wouldn’t fit in it but I trusted uhaul and rented it anyways. I drove one hour plus back to the tractor and after 30 minutes or more trying to get the tractor started we found out it was approx 6 inches too small to fit the tractor in. We contacted the location and told them. They told me they had another trailer that would work. So we drove 1 hour plus back to the location to get the right trailer. Upon arriving the owner of the faculity was trying to swap out the trailer but was having no luck. We waited approx 2 hours until he was able to contact uhaul. I guess it was computer glitches etc. Problems with Uhaul systems. When he was finally able to get their help team to get the trailer swapped out we finally got to take it. I drove it back over an hour to the tractor. I loaded up the tractor. The trailer had low tires in the rear and it fish tailed the entire way back to S Florida. I literally almost got killed 4 times trying to tow the trailer at under 45 mph. When finally arriving in S Florida my truck broke down. I was forced to call Uhaul. I called customer support. It took me about 10 tries to reach them. Their phone line was really buggy. It kept going to some answering machine system. The 1800 Go Uhaul number. We finally made contact with a customer service rep with option 3. She told us we needed to talk to road side assistance and document the situation with them. She promised to text me an address to drop off the trailer at. She promised to notate all the details I told her. I borrowed another truck and was able to finally find a uhaul location after driving around for at least an hour. I parked it in the lot next to the other trailers. I spent the next couple hours trying to call uhaul again. Option 3 was not working at all. I finally used option 1 and they transferred me to customer service. I told them what was going on and where I dropped off the trailer off at. They told me there were no notations on my account at all and I told them nobody ever texted me back. I called Uhaul on Monday and they told me the trailer hadn’t even been checked in yet. I want a full reversal. I called my bank and asked them to file fraud charges. This was the worst experience I have ever dealt with. Ill never use uhaul again if they don’t fix this. I’m on hold with uhaul right now to try to talk to them and figure out where to address this complaint to. Ive been on hold for over an hour listenting to their music and stupid advertisements. No Uhaul I do not want to store anything with you. I don’t want to confirm anything with you or ever use your services again. Please make this right and immediately refund me all my money or I will file a fraud complaint with my bank. I don't know if I also mentioned that I have even talked to GoUhaul tonight. More complaints logged. Tried to call them a second time to verify the address to file the complaint with. I was on hold over an hour and I finally had to take another call. My time is worth something too. What is my time worth? All this frustration and wasted hours? Give me my money back!Desired Settlement: Full refund and apology. I would like to see new policies implemented with uhaul that people won't go through this nightmare ever again. Ive never ever had a problem with uhaul before but this was totally inexcusable. I want a full refund.

Business

Response:

November 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted], My name is [redacted], I am in the Gainesville location that handles the area where you rented. The charges you recieved are less than the one way rate to the location you actually dropped the AT. I understand that you had an issue with your vehicle so we have charged you the one way rate intead of the intown rate so that you could drop it where you did instead of bringing the equipment back to Palatka. There will be no refund at on the equipment that you rented. This is not considered fraud is simply turning your intown rental to a oneway rental for your convienence. Thank you Respectfuly [redacted] Executive Assistant

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.

When I messup with my business I go the extra mile to make sure the customer is treated correctly and the problem has been corrected. I feel bad that Uhaul doesn't seem to really care or put the customer first.

Regards,

Business

Response:

November 25, 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 Gainesville Regional Office, reviewed Mr. [redacted]’s recent comments and sent him the following email in response:

Mr. [redacted], Uhaul does care about the customer. If there had been an issue with the equipment you rented by all means there would be no charge for the rental. But because this was your personal vehicle we turned your intown rental to a one way charging you less than the one way rate so that you would not be charged more money. I do apologize that you feel this is not the out come you hoped for. It is a fair out come for both parties involved. Thank you [redacted] Executive Assistant Uhaul Co. Gainesville.

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 rented a trailer for 24 hours, returned it after 12-13 hours (after hours as instructed by the staff at the location) and was charged for 48 hours. Customer service refuses to resolve the issue.Desired Settlement: refund the second 24 hour charge.

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for the U-Haul Company of Fargo, contacted [redacted] and offered his apology for the inconvenience he experienced. He also explained he had issued a refund for $39.95 back to [redacted]’s Visa account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Uhaul truck on Friday November 29th for 2 days. I called the company on Saturday November 30th stating that I have an emergency (the leasing office was closed and unable to give me the keys to the new place) and I was unable to return the truck that day however I would return the truck Monday December 2nd. On Monday December 2nd I returned the truck and the employee gave me my receipt stating I will ONLY see two charges to my card ($94 and $133) $40 per day for the truck .99 Cents per mile and $14 for the insurance. The employee stated no additional charges would be placed on my card. Today, December 5th I see an additional charge of $100.00 to my card that was not authorized. I called the company and they stated they will not refund my money and did not give me a straight answer as to what the $100.00 was for. The employee mislead me to believe no other charges would be on my card and that the $14 insurance was only a one time fee. I told them I would contact the Revdex.com and AG and they gave me attitude and did not care about my experience with their company. I am shocked at the customer service I received and would like this location to be investigated.Desired Settlement: I would like a full refund of the $100.00 unauthorized charge to my card and an investigation on their Uhaul location.

Business

Response:

December 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and advised her all charges on the rental are correct.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a U-Haul 14' truck, appliance dolly and pack of blankets on July 22, 2014. I made the reservations at U-Haul Moving and Storage of [redacted]. I was told there I would be able to pick up the truck and equipment I reserved at around 9:00 AM on August 2, 2014. On the day of 8/2/14, I went to pick up my truck and equipment and was told I would have to pick it up in [redacted] at [redacted]. I called [redacted] while I was driving the additional 20 miles to pick up the truck and equipment and they told me the truck would not be available until 12 PM that day and that it was a 20' truck instead of the 14' I reserved. I would have to wait an additional hour to hour and a half to get the truck and equipment I reserved in [redacted]. I asked to speak with a manager and I was given the regional office. I called and spoke with them and they told me all they could do is take off the $50.00 reservation fee. I explained to them the frustration with the situation they had put me in with the delay of picking up the truck and equipment. They did not offer any apology for my troubles. I then got the phone number to the corporate call center, which I was told was the corporate office to file a complaint against the originating U-Haul store as well as the regional office. The gentleman who took down all the information was very kind and apologized for the trouble I was having. He gave me a complaint number and told me I would be contacted within 48 hours. I did all this while driving and waiting for my truck and equipment. I emphasized to everyone at U-Haul I spoke with that this delay would likely cause my delay moving out of the apartment I was leaving and would then cause additional rent payments on my part. When 12 PM came, I was told by the people at [redacted] that the truck I reserved would not be available. They were able to find a truck at a different location in [redacted] and I would have to drive there to pick it up. Mind you this is now the third location I have had to travel to pick up a truck and equipment. I left to go to the new location at [redacted] When I arrived there the truck that was available was a 26' truck not the 14' truck I originally reserved. The truck was extremely damaged on the outside. The person I dealt with there said they had actually "put the truck down" due to so much cosmetic damage. The time is now 12:30 PM and I was supposed to pick up my truck around 9 AM. The truck also only had a quarter tank of gas and I was only given a $9.00 credit for this. The whole experience was a terrible one to deal with on the day I was moving. I can promise this that I will never use U-Haul again for any service including buying packing supplies. I do not want to step foot inside a U-Haul store again.Desired Settlement: I would like a full refund to my credit cards for all expenses at the U-Haul store. The $50.00 credit is not sufficient. Additionally, I would like a full refund to my credit cards for the gas I had to put into the U-Haul since it was only at a quarter of a tank when I picked it up. The $9.00 credit is not sufficient.

Business

Response:

August 12, 2014

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

Our records indicate [redacted] was refunded a total of $100 for the inconveniences she had during her rental. We truly apologize for her recent experience with our company.

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

We will never use U-Haul again. Living in the Twin Cities of MN, we called the U-Haul reservation line the evening of 5/8/14 to reserve a trailer for pick-up in Sioux Falls, SD. First, we were told we'd receive a call within an hour with information on location of the trailer and second, we were guaranteed that the trailer location would be within 25 miles of our desired location. Both were failures. We called last night after 2 hours, only to be told that their reservation desk was closed. As suggested, we called immediately this AM (5/9/14), only to be told that the closest trailer was 48 miles away from Sioux Falls. No one at U-Haul, including management, would stand behind their guarantee, and they were quite rude about it. We hope that everybody learns of their deceiving business tactics and terrible customer service and takes their business elsewhere.

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Description: Truck Rent & Lease, Storage Units - Household & Commercial, Storage Units - Portable, Moving Assistance - Packing, Unpacking, Organizing, Gas - Propane, Truck Equipment & Parts, Packaging Service, Trailer Hitches

Address: 2701 N. Reynolds Road, Toledo, Ohio, United States, 43615

Phone:

+1 (870) 932-6891
+1 (417) 839-6080
+1 (478) 757-4969
+1 (419) 536-9253
+1 (800) 986-3667
+1 (727) 799-9922
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Website:

www.jonesborooverheaddoor.com


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