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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: I have spent over 5 hours over several days trying just to make a reservation. I have gone over the info 8 times, including this complaint, 14 different people have had their hands in this, including several "Managers", and not one person resolves this, follows through, or follows up! This is the worst customer experience I have ever had or heard of with any company! Not only do I have to keep calling several numbers, repeating the issue, talking to several people, we also are continuously getting calls from people at uhaul with NO IDEA why theyre calling, or who called etc etc. It's ridiculous!! I've asked for copies of the horrible calls where I'm talked over, ignored, transferred with agents refusing to give me their names, etc. It says on the recordings I have that right, a manager said I would get it via email within 2-3 days, never happened. Not that I'm surprised. I've gotten the run around and not one single person has taken care of this for mw. I've NEVER had so many issues trying to give someone over $2000 for their service I'm not recieving! I could easily use another company but Uhaul needs to know how terrible they treat people, how unprofessional they are, and how absolutely ridiculous this is!!! And teach their agents some [redacted] courtesy!!!!!!!!!!!Desired Settlement: If Uhaul cares at all about customer satisfaction and earning business and good word of mouth, I expect Uhaul to contact me immediately and get this reservation booked without me having to speak with 20 more rude, lying agents! And tell me what they're going to do for me for having to deal with all this ridiculous nonsense and inconveinence, time spent away from my newborn child, and the stress it's caused in trying to plan a move that's supposed to be a positive thing!! This is unbelievable!!!!!!!!!!!!! I am beyond frustration!

Business

Response:

April 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] a Senior Customer Service Representative, followed up on the information Ms. [redacted]provided. She attempted to speak to Ms. [redacted]on April 26th but reached her voice mail and left a message requesting a call back. Ms. [redacted] is in need of additional information in order to properly research and address Ms. [redacted] concerns and hopes to hear back soon. Ms. [redacted] can be reached at ###-###-####, ext. [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: Despite my multiple efforts to confirm and verify everything was okay with dropping off a trailer at a different location, I was accused of setting out to try to cheat the company which is simply insulting given the flow of events. I rented a trailer from one location, called during my allotted reservation time to ask if I can drop if off at a different location, was assured I can over the phone then charged $205 in late fees a few days later.

The fact that I was met with hostility despite my multiple efforts to confirm and verify everything was correct, not to mention being accused of trying to cheat the company is simply insulting.Desired Settlement: Understand the situation and flow of events correctly, refund the late fees I was charged and verify the quality of the customer service representatives they employ. An apology for my treatment would be an added bonus.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information [redacted] provided. He informed our office he sent [redacted] an email offering his apology for the inconvenience he experienced and explained he did sign a contract agreeing to return the trailer he rented to the same location he rented from. Because [redacted] took the trailer one-way, he is responsible for the one-way rate. In the interest of customer good faith, [redacted] issued a refund for $125 as an adjustment back to [redacted]’s [redacted] account. 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. The business has followed up on my complaint and I consider this case closed to my satisfaction.Thank you for your help with this complaint.

Regards,

Review: I called U-Haul approx two weeks ago to make a reservation for a moving truck as we are closing on our new home and selling our current in 2 days. I was on the phone with the gentleman who was very nice for quite awhile trying to find a truck in the size and for the date I wanted. We finally were able to and confirmed a 17 foot truck would be picked up in Harwinton, CT on August 3rd used for 3 days and the dropped off on the 6th in Suffield, CT. I have all the emails and receipts from that purchase as well with a confirmation. I went online yesterday to confirm and checkin for my reservation which I did and was confirmed again. Today, I got a nice call from uhaul of Orange Connecticut, well over 55 miles away and over an hour and 1/2. After calling the more than rude supervisor, she said that they get their truck verifications the day before and that this was the closest truck to me. Obviously this is not the truck I booked and I told her that and she said it was hosed things worked and was policy. When I asked if there were any other trucks in the whole state, smaller or bigger than mine she informed me that there was nothing left in the whole state of CT! When I questioned her about why I made the reservation in the pickup location I chose I the first place and why it was not going to actually be there she hung up on me. So, I called back and they informed me that I would get a 40 mile credit and that that would make everything better, well that location is 57 miles from me one way! She told me that it does not matter what I book online in terms of pickup and drop off location because the day before they will just assign the "closest" truck to you even if it is half way across the state. They had no problem taking my money yet I paid them for a service and product they could not provide to me . I have to use the truck as I am moving and have no other choice but I will never use them ever again and would like a full refund due to their bait and switch and not honoring our contract and agreement.Desired Settlement: I would like this resolved and a full apology ASAP. Also, their customer service folks need to go back to school and not hang up on actual customers. At no point did I swear or use fowl language on that call

Business

Response:

August 9, 2013

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

[redacted] the Executive Assistant in our Orange CT Regional Office tried reaching Mr. [redacted] by phone so they could discuss his concerns. Ms. [redacted] left a message asking for a return call. She can be reached at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

no one has botheredto call me at all, I have received no voice messages from anyone at all. My number is ###-###-####, please tell them to call ASAP.

Regards,

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of CT, reviewed the information Mr. [redacted] provided. He informed our office he attempted to speak to Mr. [redacted] but reached his voicemail. He left a message with his cell phone number and requested Mr. [redacted] call him back in order to personally address his concerns. Mr. [redacted] hopes to hear back from him soon if not already.

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.

Much like Uhaul's first response, or lack thereof, I have not received any calls or VM's at all. This is the 2nd time uhaul has said they have left me a VM and are lieing. I would be glad to speak with and quite frankly am waiting on their call but again, they are lieing when they say they have left me a VM. Again, the only phone I own that they can reach me on is ###-###-#### and if he does need to leave a VM and misses me can do it there. I will gladly call back if I am not available.

Regards,

Review: break downs , left on the highway from 11;50 to 7:15 am , for blown tires , no food or water , father in law diabetic and needed food , repair company U-Haul contracted to repair looked for tires and didn't have them so just went home , had to get another company to come out , second repair , company was told wrong wheels and tires so they had to return back to shop to get right wheels , took 5 to 6 hours to repair in 98 degree weather on side of , again no food or water , had 2 dogs , was told just to leave truck and trail,er on side of road and go get some food and water , trailer tires was rubbing on frame and bolt rubbing thru tire , and lug nuts fell off two tires that had been changed , due to the excessive time sitting on side of road , our scheduled time to arrive in [redacted] , and to start job on the second of sept , was not able to do, and my father in law had a ride back home but due to all the delays and poor service he missed his ride and I had to fly him home , after 4 and a half days of work missed and lost money for extra food and gas , U-Haul had said several times they would pay for all extra expenses and even when turned in U-Haul equipment the dealer showed me , he was supposed to say how sorry he was for all the trouble , and that he was supposed to refund any extra expenses we had , he told me he was to small of a dealer , have called cust assistance several and finally they called and said they would giv me 300.00 credit back , and nothing for anything else ,I spent almost 2700.00 dollars for good equipment and professional service and got poor servce and a big sorry , hope you rent from us again , I need help please !!!!!!Desired Settlement: I want my expenses of extra food and motel , gas for idleing on side of highway for a total of 15 hours in 95 plus degrees with pets and 3 adults and refund back on the so called top quality equipment I rented for top dollar , and for the airline ticket I had to purchase to send my father in law home due to the poor road service that lead to being 2 days late to destination

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Our records indicate two separate checks, each for $150, were issued to Mr. [redacted] on September 23rd as an adjustment for the two breakdowns he incurred with the U-Haul equipment. Mr. [redacted] will also be faxing over his airline ticket and phone bill for reimbursement of half the airline ticket and roaming charges during his breakdowns.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 recently gained a full time position with a company. They have a corporate account with U-Haul. We have a big catering event and as the driver it is my responsibility to book the truck. I am not an authorized renter on the corporate account, so my co-worker [redacted] sets up the rental and adds me as the person who is going to pick up and drive the truck. I show up at the location to be told that they cannot process the rental and call this 877 # to resolve the issue. I call them and they tell me I have an outstanding bill from 2004. I explain that It is rented by a corporate account with my place of employment, and I am just a driver. I ask if my name is removed from the contract if [redacted] can come pick up the truck. The agent says since it is a corporate account, yes they can remove my name and proceed with the rental. Unfortunately that was not the case. [redacted] proceeded to the location and was told to call the same # and resolve the issue. [redacted] called and they proceeded to tell him about my outstanding bill from 2004, and tell him that he will not be able to rent a vehicle until I resolve this matter. That "His name is linked to my account nationwide". Furthermore he will no longer be able to use the corporate account either, since his name is now linked to my outstanding account from 2004.

After work I called the 877 # provided again and began discussing the bill, to see if it was even accurate. I explained to them that before I could begin making any payments on this, I wanted to see the original contract. They are charging me for over 300 miles and I can't remember ever driving a truck that far. The representative sent me a screen shot but told me that they can only pull up original contracts as far back as 5 years. They disclosed personal derogatory information, which cannot be verified by my signature, to my manager. Scared him and my employer that they will no longer be able to rent, and I will soon find out if I even still have a job. I don't understand how it is ethical to link my co-workers name, to an outstanding account from 2004 when you don't even have the original contract still. Or disclose my personal information.Desired Settlement: First I would like that [redacted] name be "unlinked' from this account. Some sort of documentation that this was a misunderstanding and there will be no adverse affects to the corporate account. Provide me with the original contract with my signature agreeing that the truck had the starting miles that it did. Close this case and unlink anybody from this account. I have rented U-hauls throughout the years but I have never driven 300 miles. If they would like to pursue reasonable payment arrangements, provide me with the original contract with my signature. Before I will commit to pay all parties must be released from being u-hauls hostage in writing. If they would prefer that I be banned from utilizing their services that is fine, please send me documentation, but an erroneous bill from 2004 needs to be closed.

Business

Response:

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. She removed [redacted] from the E-Alert account. She also mentioned Mr. [redacted] attempted to rent in January, therefore is aware of the passed balance owed to U-Haul from a rental he had in 2004. Due to the date of the transaction, the contract is no longer available. Mr. [redacted] can contact our Collections Department to set up payment arrangements in order to clear his E-Alert account. They can be reached at ###-###-####.

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

Sincerely,

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,

Thank you immensely for removing Mr. [redacted] name from the E-alert. In your response you claimed that I was aware of the outstanding bill because I was declined in January, and informed. While this is true if you go back to the end of June, I rented a truck from the same u-haul site that declined me in January. The person who rented with me, did not have a driver's license so I was the only driver on the account. This inconsistency makes me very wary to proceed with making payments. I never E-signed a u-haul contract in 2004, I have no idea when the data was entered into your data base. The address on my license has been my mailing address for 15 years and I have never received a single notification. Removing Mr. [redacted] does not excuse your unethical collection process. I am seeking legal counsel, and so far they are telling me that if I did not sign an online contract, in order for you to collect this you need to provide original documentation. Please review your rental records and tell me how I was able to rent in June and the magically not able to in January.

Business

Response:

March 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We had a system wide issue with our E-Alert Program around the time Mr. [redacted] rented, which allowed everyone to rent from U-Haul.

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.

Regards,

I greatly appreciate you answering one of the objections raised, however in answering it you raise more questions about the accuracy, and dependability of your system. Please provide me when the answers to my other questions. 1. When was the data of this bill put into your database. 2. When was the original contract disposed of? 3. If I do owe this bill why have I never received anything in the mailing at my mailing address which my family still resides in. 4. Why has it never been on my credit report, or at least isn't now. 5. If I didn't sign a digital contract (e-sign), how can I be expected to honor a now "digital only" bill, when I have never even driven a truck 300 miles, which you are trying to charge me. 6. I appreciate you removing Mr' [redacted] from the E-alert account, but that does not compensate the embarrassment I've faced at work due to your unethical collection procedures and violation of my privacy when your representative disclosed the year and amount owed on my driver's license to my co-worker. How much is a collection agent allowed to tell your boss about why they are collecting, I could have lost my job, and you cant even provide me with a contract showing beginning and ending miles with my signature. I am highly offended that my privacy was invaded and inaccurate information was disclosed to my employer.

Review: I have been over billed for storage and late fees. Asked the weekend employee to NOT charge me for insurance because I declined it at the point I rented my storage unit, he charged me anyways. I asked him to let the manager know I was very upset and wanted 3 months refund on the insurance charges and for the manager to explain to me why my late fees were double. He agreed to let the manager know to call me on monday. Today is Wednesday. This business is oriented to get as much punitive money from their customers as possible simply from not communicating.Desired Settlement: 3 months inurance re-embursed. DOUBLE late fees refunded and they do not have to worry about charging me again as I will be moving out at the end of this months monitary raping I paid for...

Business

Response:

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

[redacted], our Assistant Manager for our U-Haul Moving and Storage at [redacted] in[redacted], followed up on the information Mr. [redacted] provided. He informed our office a VIP Certificate in the amount of $35.85 was issued to Mr. [redacted] to cover three months of Safestor Protection and one late fee. The Certificate was applied to his storage account. Mr. [redacted] also mentioned Mr. [redacted] has chosen to stay at our U-Haul storage location because of the resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I called UHaul to make a reservation today. I was making a reservation for an in-town reservation. When representative answered the phone, they answered the phone with the greeting, "thank you for calling UHaul, home of the right equipment at the lowest price guaranteed. How can I help you?" I made my reservation request and informed them that am other company had a lower price advertised. The representative took my information for the reservation and said he would match the price. The rate I was requesting was [redacted] promotional rate of $22.95 with 59 cents per mile (which is for a 16 foot truck--14.99 for a 10 foot truck), instead of the $29.99 with 79 cents per mile that I am being charged (which is for a 14 foot truck). The system would not allow him to match the price so he requested a managers help. Then the manager told him it was because the price advertised was a promotional rate and not their regular rate so they couldn't match the price. I then asked to speak with a supervisor. I was transferred, however it was not to a supervisor it was to another representative. When requesting to speak with a survivors again, I was once again transferred to anther representative. Tis happened several times. Finally, I starting keeping track of names. I spoke with [redacted] in customer service and [redacted] in reservations. At this point I was hung up on. I called back and spoke with [redacted], who quoted the same greeting that I received in the beginning. He transferred me to [redacted] in customer service, who said I had to speak with a manager in reservations. I was then transferred to [redacted] in reservations who stated that the price matching occurs only for a one-way and not in-town. I went ahead and made the reservations and asked the process to file a formal complaint. I also requested for a copy of my recording, as the hold recording stated I could. She said she understood, said she was the corporate office, and asked if I wanted to speak with a supervisor. I stated yes. She returned to the phone saying I needed to speak to a customer service supervisor and was transferred. I then spoke with [redacted] who finally transferred me to the supervisor [redacted] while [redacted] was still on the phone. I was told that [redacted] was right and not offered any apology or resolution to my frustrations as a customer. I then asked to have a copy of all my recordings sent to me. [redacted], who was on the phone the whole time unbeknownst to me, took the information to send me the recording via e-mail, in 24 hours, she thinks. These phone calls lasted an hour, 4 minutes.Desired Settlement: I would like several things to occur. First, I would like them to revamp their introduction statement to include for one way or more detail to be more accurate in their representation of the company. Secondly, their company should all be versed in their procedures and policies, especially as it pertains to pricing and promotions of the service. Third, a new procedure should be established so that if a customer is calling and wants to speak with a supervisor, the customer does not speak to 10 other people in the process. Thirdly, as a kind gesture I would appreciate them price matching [redacted] promotional rate of $22.95 with 59 cents per mile (which is for a 16 foot truck--14.99 for a 10 foot truck), instead of the $29.99 with 79 cents per mile that I am being charged (which is for a 14 foot truck).

Business

Response:

Thank you for your concern for our customer [redacted], a Customer Service Representative for U-Haul International, followed up on the information [redacted] provided. She contacted [redacted] and offered her apology for the inconvenience she experienced. After discussing her concerns she offered to send [redacted] a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. [redacted] opted to decline the offer.

A copy of the call [redacted] requested was sent to her for her perusal.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have yet to recieve the recordings that UHaul claims that have been sent. Furthermore, the VIP card was unaccepted due to unsatisfactory guest experience and no desire, nor expectations to use UHaul at a future date. There has been no porsitive experience with UHaul throughout this processes, thus a "gift card" is not a resolution if there is no intent to use UHaul again.

Regards,

Business

Response:

Thank you for your continued concern for our customer [redacted], a Customer Service Manager for U-Haul International, confirmed all the requested calls were sent to [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: Rented a truck for $84.70. The gasoline meter was a little over one-fourth of a tank. The truck was returned the next morning a little under a quarter of a tank. I was overcharged too much for one fourth of a tank for gas.total charges came to be $190.07Desired Settlement: $65.00

Business

Response:

April 19, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. She informed our office the fuel level at time of rental was at 5/16 of a tank and returned at 1/16. Per the contract Ms. [redacted] signed, she agreed to be charged $4 a gallon plus a $30 Service Fee if the truck was not brought back with the same amount of fuel as when rented. Therefore, she was charged $38.80 for fuel and a $30 Service Fee.

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

Sincerely,

Executive Assistant

U-Haul International

I placed a reservation for a truck online from the main uhaul page and it said someone would contact me my 6 pm to set up the specific time and location to pick up my truck. No one called so I called them at 6:30 and the woman that answered (said he name was Kim Oldson) said they reserved a truck an hour and a half away from me and when I asked why no one called like they said they would so I could try to find some thing else in my area if they didnt have it she got very rude I asked for a manager and she said they dont have managers and then 5 min later said she was the manager and hung up on me. I called back and got another lady that said I had a reservation in my town but had to wait until they opened the day of my move and call and ask what time I could have a truck. I told here people would be at my house at 9 to move and I needed a set time, she switched me over to someone else to file a complaint and she told me you cant file a complaint until you are done with the truck. The morning of my move I got an email saying I did have a reservation but by that point I already had rented from someone else and I called to say I was not picking it up since they could not call when they were supposed to to confirm my truck and they tried to say I was going to be charged anyway since I did not cancel on time but why would I cancel if they told me I didnt have a reservation. very poor customer service and follow through and rude employees. will never use them again.

thU-haul located on 15 MI rd. near Crooks Rd. in troy MI did a terrible job servicing me. They actually didn't help me at all and gave me a lot of wrong information. first of all, I wanted a trailer which they stated they only had if I 'reserved it'. There was nothing stating anywhere that these trailers had to be reserved. secondly, the service reps both maile and female stated again that the trailers had to be reserved because it was college move day. That's exactly what we needed it for. After they told me they didn't have any trailers. I kindly asked a male rep to look to see if anyone else may have trailers I could rent. He stated that there weren't. This was at 2PM on a Wednesday. I told my wife about the issue when she got home from work later that evening she found a good u-haul supplier that was closer to my home and they had the trailer available that I originally wanted. Remarkably, they didn't need a reservation of the trailer and were much nicer and accommodating. I will be sure to never use the u-haul near 15 and crooks and make sure my friends stay away from them also. Hopefully, management can take the proper actions avoiding this problem for future consumers which took place ~ May 3, 2013.

Review: Here is a story for you.My Grandfather passed away, he was a tool and dye maker/ machinist in[redacted], California.I inherited all of his machines, and my mom and aunt inherited a bunchof custom furniture and art that he made over his lifetime.To give you an idea of what is in these containers, I've attached aphoto of a lamp he made. It has over 5,000 individual pieces, and tookhim months to make. He made it in the early 1970s.We contacted Uhaul, assuming that since they are a nationwide company,they are therefor reputable.They delivered the empty UBoxes to California. We ordered five boxesto fit everything into. The promise was that they would drop-off theempty boxes, we would fill them, and they would deliver them to thedrop-off at my dad's house in [redacted] Colorado.The workers showed up in California, picked up the filled boxes andwere off. There were no problems on the pick-up end.Now, we were promised the boxes would arrive at my dad's house aroundMonday, Nov. 12th.I have spent the entire week calling, re-calling, calling back, tryingto figure out what is happening on Uhaul's end.At first, the employees informed me "well the truck is listed as'LATE,' but that NEVER happens," and "let me write down yourinformation, and we'll call you back when we figure this out."I would like to note that today is Friday, November 16th at 3:46 p.m.,and as of now- no one from Uhaul has EVER called me back. It is alwaysME calling THEM.Yesterday, I was told that their one flatbed truck was broken and inthe shop, and that is the cause of the delay.Today, I called and talked to the morning General Manager. He saidthat the flatbed was indeed in the shop, and might be there for a fewweeks. They only have one flatbed. I respect that they are a business,and need to make money. They may even be a franchise.But our boxes are sitting in a warehouse in [redacted], Colorado, andUhaul has no means of delivering them to us at this time.When we scheduled through the California office, we were told "We'lldrop off the empty boxes, you load them, we'll pick them up, thenwe'll deliver them to the drop-off house, and you can unpack them, andcall us to pick up the empty boxes."Today, the morning General Manager took my information, like everyoneelse did, and said he would attempt to call the [redacted] Uhaul, andask if they could use their flatbed to bring us our boxes. He nevercalled back, as is the pattern.I called them this evening, and there was a DIFFERENT General Manager.I had to re-tell the entire story, and re-explain the situation. Iasked if they had a vehicle to deliver the boxes one-by-one ortwo-by-two. They said they could, but it would cost us five times asmuch because it would be five trips. He suggested we rent a truck fromthem, and drive the boxes one-by-one to the house. I asked if therewould be some fiscal compensation for our troubles, i.e.- a discountin price.He said no, he couldn't do that, and that it might cost us more to dothe work ourselves.The original promise was a door-to-door delivery.If they can't hold up their end, they need to rent a flatbed, orsomething. They have, so far, offered no suggestions or solutions.If the delay was on MY end, I'm sure they would charge me storagefees, and I would pay them.Alas, the delay is on THEIR end, and I am getting nowhere with them.The not calling me back has guaranteed that I get a new person everytime, have to re-explain the situation, and that employee can get asfar as the others have.We are really at wit's end.We just want our boxes- they contain furniture, art and tools that canNEVER be replaced because my Grandfather (who made them) has passed.Two of the top three most traumatic events in someone's life are"death" at number one, and "moving/ relocation" at number three.We are dealing with two of the top three, and Uhaul has made them MOREtraumatic. Please, please, PLEASE help! We don't know what else to do,or where else to turn!I've even emailed a complaint to Uhaul Corporate Headquarters,Desired Settlement: DesiredSettlementID: Other (requires explanation)

We just want our boxes delivered.

Business

Response:

November 28, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Sylvia Satchell, our

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

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

U-Boxes were delivered on November 17th.

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: I made a reservation online to pick up a 14 foot U-haul at the [redacted] store located at [redacted] on Saturday June 28th over a week in advance. I called to confirm the reservation 2 days prior to the 1st and was told everything was good to go. I called the day before I was to pick up the truck just to be sure and was once again told everything was good to go. Well, when I arrived at 9:00 on Saturday June 28th to pick up my 14 foot truck I was no very surprised to learn that the store had no trucks available and claimed that my reservation had been cancelled online...REALLY? After I called to confirm the reservation 2 days in a row why would I turn around and cancel it and then show up to pick up the truck?????????????????? I mean get real. Well, U-haul likes to advertise their $50 truck guarantee, saying if the truck you have reserved is not available at the time you are scheduled to pick it up they will give you $50...what a [redacted] joke!!! So...after all the nonsense I had to end up re-scheduling my move to Sunday which was very inconvenient. I get the truck and return the truck Sunday without incident, but I hand the customer service person a $25 credit to go towards my rental. I am assured over and over again that the $25 credit will be applied when I bring the truck back...well that was 3 weeks ago and I haven't seen the $25 credit yet. Not only did I get screwed out of an entire day of moving, but then I get screwed out of the $50 truck guarantee U-Haul advertises plus the $25 credit I was given because of a previous issue with the same exact store. I used to use U-Haul quite frequently, but I can assure that until this situation is resolved I will NEVER use them again.Desired Settlement: The only outcome that will be acceptable at this point is a $75 credit ($50 for the truck guarantee & $25 for the credit I handed the u-haul worker and was never credited). And U-Haul being the big business they are should go above and beyond this as I have been dealing with this issue for 3 weeks now and it has caused me quite a bit of inconvenience and aggravation.

Business

Response:

July 19, 2013

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

[redacted] the General Manager of our [redacted] Center left a message for Ms[redacted] today informing her he was processing a credit of $75.00 to her Visa Card. The credit should appear on Ms[redacted] 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 large moving truck (1/10/14 about 4pm) from uhaul to move my family into our new home on 1/11/14. In the 24 hour period I had this truck it broke down on me 5 total times. I contacted their service center for assistance several times. After the first breakdown, I was able to get the truck to my previous address where Uhaul sent a team to my home to service the truck. I was told it checked out good and there were no issues. Again the truck broke down 4 more times after being serviced. I contacted uhaul customer service to see if they could swap out a new truck or come and pick up so I could finish my move. I was not comfortable driving the truck due to safety reasons of potential break down. The customer service rep said I needed to "have faith" and drive the truck back. They did not offer a pickup/towing service. Due to my troubles and inconvenience, I requested to speak to a manager. I was told manage not available until 1/13/14. Contacted manager, explained issues. He stated all he could do was give me a $50 uhaul gift card which would come via email. I reluctantly accepted. With that said, I've not received this gift card to date. I've attempted to contact this manager 3 times with no response.Desired Settlement: I want the $50 promised gift card as well as a refund of the mileage and gas I was charged for the extra trip I made from my new home to uhaul to drop off old truck and pickup new truck so I could complete my move. The mileage and gas is estimated at $50.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $50 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement in addition to a VIP Certificate for $50 that was issued to him on January 16th. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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.First and foremost I did receive $50 refund to my credit card. Thank you. With that said, I still have not received $50 Uhaul gift card. Can this please be sent? I was told originally it would come via email but to date I still have not received.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted], our President for our [redacted] regional office, reviewed the recent information Mr. [redacted] provided. She informed our office she voided the original VIP Certificate and issued a new one, #[redacted], for $50. She emailed the Certificate to his listed email address. She also attempted to speak to him at both telephone numbers we have listed but did not receive an answer at either number.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

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 reserved a U Haul online on Tuesday, July 23 for Thursday , July 25. I reserved only a truck. When I turned in the truck on Thursday and was billed for amount all was well. The following day was billed an additional 118.84 for packing materials that I did not order nor receive. I went in today, Aug. 2 to report the error and was told it was not an order that I ordered and received materials. No offer to help. Absolute unwillingness to consider I was telling the truth was the case. I reported to my bank and the New Braunfels police. Was told it is a civil matter. I am concerned this may be a scam against people moving. Often people are disorganized and a bit stressed at those times and may not notice another hundred dollars . Please check this out.Desired Settlement: I want u haul to find person illegally billing people, be a lot nicer to customers, and reimburse my bank. I want to make sure this isn't widespread and occurring to more people.

Business

Response:

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

Please be advised when Ms. [redacted] made her reservation on line, the box was checked to order packing supplies and the order was processed. She never picked them up from our U-Haul Center. [redacted], our Executive Assistant for our San Antonio regional office, attempted to issue Ms. [redacted] a credit but found [redacted] had disputed the charge of $118.84. We accepted the charge back from Ms. [redacted]’s credit card company and sent the amount for collection. Ms. [redacted] contacted our Collections Department and instructed them to cancel the billing.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I ordered a 17 foot truck over a week and a half ago and now I was notified less than 20 hours before pick up that they only have a fourteen foot truck available. They lack the where with all when it comes to providing what the customer orders well in advance.Desired Settlement: Getting what I did not pay for should be greatly reduced price!

Business

Response:

November 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 Tidwater Regional Office located in Portsmouth, VA, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Dear Mr. [redacted], Our office received your objection from the Revdex.com regarding your recent rental from our company. Please accept our apology that we were unable to fill your reservation with the size of equipment you requested. It is unfortunate that a previous customer did not return equipment as scheduled, but that was out of our control and we did our best to find the best equipment available to meet your needs. I issued our $50 Reservation Guarantee to the credit card that was used when making the reservation and we sincerely apologize for any inconvenience this has caused. In addition, I have issued a $40 VIP coupon that you can use for propane, storage, boxes, etc at any of our U-Haul moving locations. You should receive emails reflecting the credit issued and the VIP coupon. Thank you for giving us the opportunity to review and address your concerns. Sincerely, [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.I have not received the 50.00 dollar refund and the gift certificate would not work online as they told me it would.

Regards,

Business

Response:

November 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Tidewater Regional Office, reviewed the recent comments from Mr. [redacted]. He informed our office he left a message for Mr. [redacted] requesting a call back in order to address his concerns. He relayed the VIP Certificate is still valid. He hopes to hear back from Mr. [redacted] soon.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On August 7, 2010, I purchased a class 3 (III) trailer hitch, and Lifetime warranty from the 970 Springhill Ave., Mobile, AL store. I paid to have them install the hitch along with the trailer light wiring harness. They took the money and installed the hitch and wiring harness. Soon thereafter I discovered that the wiring was not completely connected. I had to return to two different stores in addition to the original location to have the harness installation completed. The last technician was knowledgeable and polite to me and was aggravated that the first tech had let my truck leave in that condition. This is where any resemblance of good service ended.Two years later, on October 6, 2012 while traveling with my travel trailer, our U-Haul hitch BROKE in half. Ill say it again, the hitch broke into two pieces while we were driving down the road. Solely by the grace of God, we were on an exit ramp and moving slowly when it broke and hit the ground. Anyone who tows a travel trailer or boat can imagine what would have happened if this had happened at interstate speed and in traffic. Fortunately the trailer wasnt damaged since we were moving so slowly and we were able to have the trailer towed to a safe location since we were almost at our destination. I called the local U-Haul the next morning to file a claim. They called me back and said they could replace with the same hitch if I would drive to another location over an hour away and spend the day having it done. We had gone to considerable time and expense for our trip/event and this would have negated the whole reason for our trip. I also told them that after inspecting the broken hitch in the daylight, their tech, that had been in such a rush, had not installed two support bolts right above the failure point, therefore I did not want another of their hitches installed by their careless technicians. I just wanted a refund on the hitch portion only since I had a Lifetime Warranty and the failure was due to their faulty installation. I received an e-mail shortly thereafter from a regional VP, [redacted] basically saying since I didnt want another hitch, that the offer was still open but otherwise have a good life.I received a call from their insurance rep a few days later. I thought maybe we would get somewhere after all. I was mistaken. This insurance rep (not a U-Haul rep) was polite and took my information and told me to send photos. I did. He called later and said the claim for the minor damage to my truck and trailer and my request for the hitch refund was denied per instructions from U-Haul. I was told U-Haul decides what is paid and what isnt since they are self-insured. They claim, the installation instructions call for the two support bolts to be installed so they surely installed them. I reminded him that the photos I provided clearly show that the bolts were never installed and the paint on the hitch where the bolts were to go was as fresh as new and there was no evidence on the underside of the truck frame that they had been installed. He said he would forward my request to speak to the person who denied the claim. I never heard from them. I e-mailed [redacted] and asked her to contact me. Again no response. This is where it gets even worse from a customer service standpoint. I found a number for what I think was an U-Haul, Alabama officer, [redacted]. I called the number and asked for Mr. [redacted]. I was rudely told he was out. To be sure I had reached the correct person, I asked if his title was in fact the President of U-Haul Alabama. This is when I was berated and what I will call verbally abused by the person speaking. To my fault, I never got his name, I was so shocked as to the degree and how fast this happened. Ive been in the business world dealing with customers and company people alike for 25 years and I have never been spoken to like that especially in a business situation. The person on the phone never said he wasnt affiliated with U-Haul. An on-line organizational chart for U-Haul says Mr. [redacted] is an officer. To be completely fair, if this proves to be inaccurate, I will amend this portion of the post if possible.This is of course my opinion of the events detailed above. Draw your own conclusions from this and other reviews you read on Revdex.com site, Face book and the internet in general.I WILL NEVER DO BUSINESS WITH U-HAUL AGAIN AND WILL TELL ANYONE THAT WILL LISTEN MY STORY AND WILL FORWARD PICTURES OF THE FAILED HITCH TO THOSE THAT WANT TO SEE WHAT COULD HAPPEN TO THEM. Had the property damage been greater or if there had been resulting injuries, this hitch and photos would already be on an attorneys desk.Desired Settlement: I would like a refund on my hitch and installation purchase $301.20 and reimbursement for $24.66 for damage to my trailer and truck bumper (paint for scratches on truck bumper and trailer emergency breakaway cable that was severed when hitch broke.)

Business

Response:

November 2, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, followed up on the information Mr.

[redacted] provided with our hitch department. Ms. [redacted] contacted

Mr. [redacted] and advised him of a refund in the amount of $325.86 as

requested. He should receive the check with in 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

Review: My credit card reflex two payments one of $50.54 (completed transaction) and $14.47 (pending transaction) , upon speaking to a rude individual at UHAUl it was stated that only the $50.54 would be charge. On 07.14.2014 When I went to review my credit card again, the $50.54 was a completed transaction and the $14.47 was pending, I called UHAUL again and was transfered to [redacted] she stated that the pending transaction would fall off, but I explain to her it would not fall off until 08.12.2014 according to [redacted] Prepaid visa card company, and that they stated someone at UHAUL would have to call their merchant card service to have the pending transaction reversed; upon speaking back to [redacted] for the second time on the same day she gave me a confirmation number and told me they will not reverse it, that I would have to call them, [redacted] Visa and give them that confirmation number, I explain to her they will not do this because the transaction belongs to them, [redacted] stated the only thing they can do is to send a letter on their letter head and fax it to them to have the charge remove,but it is not guarantees that they would removed it.

So to this date the charges are still pending.

I am not understanding if the charges was started by them how can they cannot have the item remove, and I have to wait to 08.12.2014 for the transaction to fall off my card as not going through. I have not received not help from UHAUL in taking care of this matter that was cause by them only the runaway as to what they cannot do and want do.

If I ever decided to use them again I will have cash, this way I will not be billed twice and be inconvience later.Desired Settlement: I would like a billing adjustment to have the charge remove off as pending so it can unblock my money and a half of rental or a free rental for a upcoming move in the near future not one that will expire soon.

Business

Response:

July 29, 2014

Revdex.com [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Michigan regional office, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and addressed her concerns. He explained he could not speed up the drop process on the hold on her prepaid card but did offer her a $60 VIP Certificate for the inconvenience she experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I recently rented a U-Haul moving truck; I made the reservation online for a 26' truck to pick up in [redacted]. The evening before my move, on June 28, U-Haul contacted me saying that the only truck available was a 20' truck in [redacted]. Obviously, this did not match my guaranteed reservation and I again re-iterated my reservation for a 26' truck. The regional office did not know when one would become available (less than 12 hours before my move) and told me to wait, but they did not know how long. I called the regional office again a few hours later that evening and was told by [redacted] there were no trucks available in a 150 mile radius and that I would have to pick up a 26' truck in [redacted], a 5 hour round trip drive east from my home, and the tow dolly in [redacted] a 1 hour round trip drive north from my home. Total gas cost for just picking up the truck exceeded $150. Before agreeing to these terms, the national office and a customer service agent named Carol informed me that I would be getting a guaranteed total refund and possibly more. She said that U-Haul would contact me 72 hours after returning the truck. I did drive from my home in [redacted] then to [redacted] to pick up the truck then the tow, fully expecting the refund as promised. U-Haul never contacted me and when I called the national office then was transferred to the regional office, they refused any refund or compensation.Desired Settlement: I would like an apology from U-Haul and compensation for my time and money. They also need to correct their business practices and stop making reservations for trucks that they do not have.

Business

Response:

July 17, 2013

Thank you for your concern for our customer [redacted]

When our customers make a reservation, the location they select is preference only as our equipment is constantly on the move. In high demand conditions it is not unusual for a customer to have to travel to pick up their reservation. The customer is contacted the day before the rental to set up the location where the equipment is available.

We are sorry Ms. [redacted] had to travel to [redacted] for her 26-ft truck. Ms. [redacted]l was given 360 miles to accommodate for the distance. For this inconvenience we have e-mailed Ms. [redacted] a $75 VIP Certificate. This certificate is good for two years and can be used 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 06/29/13 I RENTED A UHAUL TRUCK FROM PLEASANTVILLE OHIO TO CHILLICOTHE OHIO. AT THE TIME OF THE PURCHASE I WAS TOLD I WOULD RECEIVE A REFUND OF 100.00. WHEN I GOT THE TRUCK, LOADED IT AND MOVED TO CHILLICOTHE, I HAD 24 HOURS TO RETURN THE TRUCK. BEFORE MY TRUCK WAS DUE TO BE RETURNED I WAS CALLED SEVERAL TIMES BY UHAUL REQUESTING I RETURN THE TRUCK SOONER AS THEY HAD ALREADY PROMISED IT OUT TO SOMEONE ELSE. ( THIS TO ME IS RUDE ) I RETURNED THE TRUCK, DIDN'T GET MY DEPOSIT BACK AS I WAS THEN TOLD IT WOULD BE MAILED TO ME. ONE WEEK LATER, DUE TO A DOMESTIC VIOLENCE SITUATION, I AGAIN HAD TO RENT A UHUAL TRUCK TO MOVE. I CONTACT UHAUL ON SEVERAL OCCASSION AND SPOKE TO SEVERAL CSR'S WHO TOOK MY INFO SO THAT THE REFUND CHECK WOULD BE MAILED TO MY NOW CURRENT ADDRESS. I WAS TOLD IT WOULD TAKE THREE WEEKS TO MAKE SURE THE FIRST DEPOSIT CHECK WASN'T CASHED. AFTER THE LAST CSR I SPOKE WITH A MAN NAMED [redacted] WITH UHAUL CALLED AND LEFT A MESSAGE ON MY VM AND STATED THAT I WOULD HAVE TO WAIT THREE WEEKS TO MAKE SURE THE FIRST CHECK WASN'T CASHED AND TOLD ME TO PUT A CHANGE OF ADDRESS IN ( BUT UNFORTUNANTLEY THAT WOULDN'T HELP ME AS THE CHECK HAD ALREADY BEEN MAILED AND DELIVERED TO MY PRIOR ADDRESS ) HE TOLD ME TO CALL HIM WITH MY NEW ADDRESS ( WHICH I HAD ALREADY GIVEN TO THE CSR'S ) REGARDLESS, I HAVE TRIED FOR SEVERAL WEEKS TO CONTACT [redacted] WITH NO AVAIL. THE PHONE JUST RINGS AND NO ONE EVER ANSWERS IT AND IT DOESN'T LET ME LEAVE A MESSAGE! I JUST WANT MY DEPOSIT BACK! I FEEL THAT UHAUL HAS BEEN VERY UNPROFESSIONAL IN MY SITUATION. AS WITH BOTH MY EXPERIENCES WITH UHAUL, I HAVE BEEN TOLD INCORRECT INFORMATION, CHARGED MORE THAT I SHOULD OF, DROP OFF LOCATIONS THAT WERE GIVEN TO ME WERE INCORRECT, OVER CHARGED FOR A DOLLY ECT.Desired Settlement: I JUST WANT MY REFUND OF 100.00 WHICH IS WHAT I PUT DOWN AS A DEPOSIT FOR THE TRUCK! I BROUGHT THE TRUCKS BACK CLEANED WITH MORE GAS THAN WHAT IT WAS GIVEN TO ME WITH.. I HELD UP MY END, I EXPECT UHAUL TO DO THE SAME!

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email advising her a new check had been issued to her [redacted] address in [redacted]. 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

Review: I made a reservations 3-month in advance to rent a truck and trailer to make a state to state move. 2-days before I was to pick up the truck and trailer at a location 10 miles from my house, I recieved an email stating the truck was located 60 miles one way from my house and the trailer was located 50 miles away in the opposite direction location. After I called on the truck I found out it would not be availible for pick up at all. After may legthy calls with their headquarters with no solution. I had no opptions but to rent a truck from another rental company for a much larger price. I did drive the 50 miles each way to pick up the trailer. I just dont understand how I can have a resevation and then just be left with no truck right before a big move without being compensated for all the stress and the much higher cost.Desired Settlement: Reinburse me for the differance of the cost I had to pay verses the cost they had quoted in my reservation.

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

October 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern WI regional office, followed up on the information Mr. [redacted] provided. Notes documented in the reservation indicate options were offered to fill the reservation but we were not able to work out an acceptable agreement. In addition to the refund for the $50 Reservation Guarantee Fee issued to Mr. [redacted], Mr. [redacted] also sent him a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

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.

[Provide details of why you are not satisfied with this resolution.]

Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.

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.

[Provide details of why you are not satisfied with this resolution.]

Please see attachment that I have mailed to B.B.B. on 10-2-13 before I recieved this e-mail. Uhaul did not give me any option that would make my move possible on the date that everything was scheduled.The confirmations that they had emailed to me was totaly a lie. They want to give me $100.00 to use at there stores and I do not want anything to do with them. I want the $686 that I had to pay extra for renting a truck because they take reservation and do not fulfill the reservation. I have copys of the email comformations of the reservation if needed.

Regards,

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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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