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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 rented a truck from Uhaul on August 23, 2014. I returned the truck about 40 minutes later than what I thought I would be done with it. The manager at this location told me that I had to pay for 2 days of having the truck. I asked him to show me where the "late fee's" in the paperwork were, as I had read all of the paper work they had given me and that I had signed and not found anything about being charged late fees. The manager looks on his computer and after a few minutes he tells me "there's not anything about late fee's". I then asked how he could charge me for something that wasn't in any paperwork nor did this late fee have a set price. His response was "I have authority to charge you for whatever I want!" I wasn't happy to be charged for 2 days of rental and only having the truck for 6 hours so I asked the manager if he was charging me for 2 days, then I would like to use the truck to finish moving since I'm paying for extra days. He refused to let me take the truck for the extra day. At this point, I knew I wasn't getting anywhere with this guy and he seemed to not really care I was unhappy. I told him that I wasn't going to be returning nor recommending his store to anyone I knew and he responded with " That's fine, I don't care to have your business."

It seems like this guy makes up his own rules as each day comes. For a business like this to not be able to provide anything in writing about late fees is crazy, much less to tell your customers that you can charge whatever you want. Also, if I'm being charged for something I would like to be able to have that product/service for the time I'm being charged.

I contacted customer service after I left the store and they were suppose to have a manager call me back within 24-48 hours. It was 4 days later, I called back and asked if I were going to speak with a manager and they said the manager had closed my complaint. Turns out it was the store location manager that was suppose to contact me and he never did. I have tried to speak with someone twice now and the only people I can talk to are the regular customer service agents.

My charges after the "late fees" were

-$34.65 Mileage

-$60 Rental charge (which originally should be $29.95)

$28.00 Insurance ($14/ day) (If I wouldn't have wanted insurance, it would have been $0)

Totaling- $122.55 with $12.35 in tax making a final total of $135.90Desired Settlement: I would like to have my money refunded since they couldn't show me anything about late fees. I would also encourage them to have "late fees" in their paper work and know the policy if there is one rather than telling people you can charge for whatever you want.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].According to the rental contract that Mr. [redacted] signed, the truck was due back at 2:00 PM. Bringing the truck back late prevented us from filling the next reservation, which did not allow the next family to make their move. Since Mr. [redacted]’s rental went into another rental period, he was charged for another rental period. Had there not been another reservation after his, we would have been able to accommodate a longer rental period. Please be advised a refund for the extra charge 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,[redacted]Executive AssistantU-Haul International

Review: I was charged more for the boxes than orginally quoted. I was rushed to pack up my belongings which resulted in forgetting to pack things and them getting left behind. I was yelled by both a U-haul employee and the general manager of the location for needing more time than orginally planned. I was not given the option to purchase insurance for my boxes but was charged for it and then refunded it with out my knoweledge. Still not completely sure if there was insurance on my boxes but have a broken fish tank from the move that the insurance company provided by U-haul isn't sure if they are going to cover. I filed a complaint with U-Haul customer service on the 23rd of August about my horrible experience with that locations. I was told the marketing company manager would be getting in touch with me withing 24 to 48 hrs. Instead I got a call from [redacted] the general manger at that location which is who my complaint was mostly about. I did not wish to talk to her so I called customer service back and they said they would have someone else call me but she called me again. I called them back and told them what happened and they said they would reopen the complaint because [redacted] had marked it as resolved even though it was not and would have the mcp call me with in 24 to 48 hrs. Long story short with I had to call customer service another 4 or 5 times before I was finally contacted by someone other than [redacted] but it was by someone for the Cortland regional office not the San Diego so she could not help. But she finally gave me the number to the San Diego regional office and I was finally able to talk to [redacted] who has pretty much called me a liar and didn't really want to help me. She told [redacted] to refund me $35 to my credit card and offered my a $100 credit to use toward another U-Haul service. I am done moving I don't need a credit to use services with a company I never want to have to use again. They also advertise the u-box as 8x5x7.6 and don't tell you thats the outside measurements.Desired Settlement: I am not happy with what I was offered. I will not be needing anymore services from U-haul so why would I need a 100 dollar credit for it. 35 doesn't even come close to the difference in price I was charged. I would like at least a 50 percent refund from the company for all the trouble this has caused me and my family.

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of Oceanside, CA, reviewed the information Ms. [redacted] provided with our Company President, Mr. Kevin Scofield. Ms. [redacted] relayed that along with Ms. [redacted]’s dissatisfaction with our Center GM, she was upset due to the fact when she originally made her reservation, she opted for self-delivery of her U-Boxes. When she arrived to pick up her boxes, she brought her Ford Explorer, which is a prohibited hook up with a U-Haul trailer. Ms. [redacted] then arranged for store delivery, which was more in cost than the original quote. When Ms. [redacted] called to voice her complaint, Ms. [redacted] asked if she was aware that her Ford Explorer was a prohibited hook up and Ms. [redacted] stated she was because she had looked up the information on the internet. Ms. [redacted] relayed that Ms. [redacted] was refund the difference between what she paid and what she says she was quoted. She was also issued $100 VIP Certificate to help offset the inconvenience she experienced. Ms. [redacted] also mentioned RepWest Insurance Company reimbursed Ms. [redacted] $50 for the damaged fish tank. Mr. Scofield and Ms. [redacted] feel Ms. [redacted]’s concerns have been fairly resolved and no further refunds or adjustments will be issued.

I hope Ms. [redacted] will take advantage of the VIP Certificate we issued 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. The Certificate is also valid for two years.

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:

This is not what I told Ms. [redacted] what happened. I did not originally arrange for a self pick up. I told the general manager when I made the reservation that I needed to have it delivered because I knew the company did not rent trailers to Ford Explorers. I never went to U-haul to pick it up. This is a complete lie! The general manager paid no attention to what I was telling her and quoted me for a self pick up rate rather than a U-haul delivery rate. I even told her while we were still there making the reservation that it needed to be delivered. She still did not change the price quote and did not tell me it would be different. She even said to me the day they called me to drop off the U-Boxes "I am not sure why but I have you down for self delivery you wanted them delivered to you right". When I replied yes she still did not inform me that there would be a difference in price. Had she told me it would cost that much more than I would have found a way to pick them up myself. The only time my explorer was in that parking lot was to make the reservation. I did not show up there to pick it up as I never planned on a self delivery. I was not refunded for the difference in price. I was refunded $35 which is not the difference in price. I have already sent over the original quote. It was almost a $100 difference in price. I have not been reimbursed for my fish tank as the insurance person will not return my phone calls. As for the $100 credit are you serious? I have no use for that. I was treated badly and was unable to bring all of my belongings with me when I moved due to be rushed. That is not acceptable and if this is how U-haul values its customers then I am certainly never going to use any of its services again. I repeat I do not want your $100 credit. I want a refund for my troubles of 50 percent of what I paid. I will get a lawyer if need be. No company should tolerate the representatives calling customers liars as Ms. [redacted] as made me out to be and further more no company should allow their general managers to treat customers they way Ms. [redacted] has treated me and my husband. This needs to be corrected.

Business

Response:

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

[redacted], our Executive Assistant for our Oceanside regional office, reviewed the following information Ms. [redacted] provided and sent her the following email:

[redacted], After careful consideration of your complaint to U-Haul and to the Revdex.com, we have decided that the compensation previously offered is a fair resolution to your complaint. We will be taking no further action in this case. We appreciate your time and apologize for your inconvenience. [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 was told that I needed to replace the gas in the vehicle that I rented or I would be charged $5 per gallon. The amount of gas in the vehicle was depicted with a line drawn on a fuel tank at just under full. When I returned the vehicle, the facility was closed. I stopped at a gas station one block from the U-Haul facility. I drove 45 miles. I calculated that the vehicle got 10 miles per gallon of fuel and put a little more than 4 gallons of gas in the tank. I dropped the keys in the door. When I looked at my credit card charges, I saw that they claimed I did not replace the gas. I tried to show the service person the gas receipt but he said I could have put that gas into any vehicle and that it didn't prove my case. I had someone in the vehicle with me and saw me replace the gas. I asked him how if the store was closed when the vehicle was returned would I ever be able to "prove" that I had in fact replaced the gas. He said his technician said I didn't-end of conversation. I am an honest person and if I didn't replace the gas, I would accept the charges. However, I did replace the gas and showed him a receipt from a station one block from the store but he would not listen. He was stubborn and non apologetic at all. Ten dollars is not a lot of money but being truthful and honest is a big deal to me.Desired Settlement: I want the $10.00 charge for gas refunded. I would like you to report this complaint to the service people at this location.

Business

Response:

December 8, 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 Western New York Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Good Afternoon Ms. [redacted], I am writing to you in regards to your Revdex.com File with your recent U-Haul rental. I do apologize for the customer service you received from our East Ridge Rd location. This will not go ignored, we certainly will be addressing this issue with them and working to prevent this from happening with other customers. I greatly appreciate you notifying us of this issue so that we can correct it. I have already issued the refund of $10.00 for the fuel amount charged. This has gone back to the card on file and you should see it within 5 business days. Once again I do apologize for the situation that arose. [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I received a citation in NYC for parking near a fire hydrant while renting a Uhaul truck between the dates of November 3,2014 until November 4,2014. However, I immediately went on NYC.Gov to pay the citation before I would get charged any additional fee's in which Uhaul warned me about if I were to get a ticket. So after NYC.gov sent me the confirmation that the ticket was paid, I immediately sent the proof over to [redacted]@uhaul.com. A lady named [redacted] responded and confirmed to my email that this was all I needed. Now a week later, my account was charged $20.06 for not sending proof that the citation was payed, and a email saying that I have a balance of $124.96. At that, I now cannot get a hold of this [redacted], because she is busy and that there is only 15 people total in the US that work in the citation department for UHaul. She will not return my emails, and their representatives seem to always give me the run around, and will not show me any proof that I have a balance. This is causing a lot of frustration, and I'm still unaware of how much more fee's they will try to charge me.Desired Settlement: I honestly would like a refund of the $20.06, proof of what I'm being charged for, and for them to drop any further charges because I sent the proof and was confirmed that was all that was needed.

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Equipment Recovery Department followed up on the information Ms. [redacted] provided and advised our office that on November 15th they received electronic notification from the [redacted] that Citation# [redacted] was issued to a U-Haul vehicle for a fire hydrant violation on November 4th at 5:41 am. Using the date, time and license plate information provided on the citation, it was determined that the Citation was issued during the time of Ms. [redacted]’s rental. The Citation was processed and Ms. [redacted]’s credit card was charged $20.06 leaving a balance due of $124.94. On November 18th our Equipment Recovery Department received Ms. [redacted]’s online payment confirmation. They replied to her that nothing further was needed. The confirmation was dated November 13th and showed she had made an electronic check payment. Equipment Recovery then submitted a reversal request for the $20.06. As of today, th[redacted] online webpage shows the Citation as unpaid. Equipment Recovery called the [redacted] Violations Department to find out why Ms. [redacted]’s payment had not yet posted and was told the echeck bounced on November 13th. The City Representative is still holding U-Haul responsible for the Citation. To avoid any issues with our vehicle while on a rental, we have since paid the fine. Equipment Recovery has reopened the billing account for Ms. [redacted], which is $145. They are also requesting Ms. [redacted] contact us back to advise us when she will make payment to cover the Citation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: UHAUL charged a truck rental fee of $2223.30 and should have charged only $632. The UHAUL was not returned to [redacted] about 2000 miles drive, it was returned in [redacted] about 300 miles. I have documentation regarding these charges, let me know your e-mail and can send.Desired Settlement: Refund total of $1591.30 for unused mileage use as destination was not [redacted], it was [redacted], only about 300 miles vs 2000 miles.

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:Mr. [redacted], I could not reach you by phone. However, We did receive your concern and have issued credit to cc for $1265.43. This is the difference in rates. It includes the rate to FL plus extra days (2) and mileage ([email protected]). If you would like a more details, please call our office at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I went to U-haul store to pick up a truck around 6 pm on May 30th . I was told that they did not have 16 feet truck but they have 20 feet one. I said that's ok. They ask me how long I will keep the truck. I said 5-6 hours. They told me that why don't I pick it up tomorrow morning. I said ok and made reservation for 20 feet truck. I came back to pick up the truck 7 am. General Manager ([redacted]) in the store insist that I should pick up 26 feet truck not the 20 feet one. I said I have reserved 20 feet truck not the 26 told me that he cannot give me what I reserved. he said that is the truck he gave me take it or leave it. I said I will not take it. After that I had look for another truck for 4-5 hours since it was weekend and end of the month. They have ruined my weekend. I was supposed to finish moving my house to storage on Saturday because we were going to vacation on Sunday. Since, I could not find any truck in the morning I had to delay to moving on Sunday.Since we could not finish on time, we have missed the flights on Sunday. I had to pay $1236 fees for being late and to reschedule. I can prove everything I have told so far. I am not making up a story.Desired Settlement: I want an apology from a Uhaul general manager [redacted] and compensation of my loss.

Business

Response:

Thank you for your concern for our customer Dr. [redacted], our GM of our Moving and Storage of Willowbrook, followed up on the information Dr. [redacted] provided and sent him the following email in response:Mr. [redacted], I would like to apoligize for the issue we had on May 30, 2014 concerning the miscommunication on the equipment you reserved. It was not my intention to offend you in any way and I would like to offer in apologies. We do show that our traffic department did find you a location within the next 2 hours that did have the equipment available and do hope that they did help you our. Agaig I apoligize for any inconvieience. Best Regards, [redacted]Our records also indicate a refund for the $50 Reservation Guarantee was issued to Dr. [redacted]. He 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,[redacted]Executive AssistantU-Haul International

Review: The rates listed on their website for storage units have different prices for heated storage rooms. I am currently renting a storage unit that's suppose to be heated. On Sunday, March 10th, I visited the facility and it was freezing in there, both in the facility and in the room. When I called them to inquire, the gentleman on the phone said that the facility is motion censored so when you walk into the area the heat kicks in. If this is the case, then number 1. it's misleading in their advertising and number 2. the facility was freezing and it was 50 degrees Farenheit outside this past Sunday afternoon.Desired Settlement: I'd like a credit. The difference in price from the "non-heated" rate and "heated" rate. I have been paying since 8/11/11.

Business

Response:

March 18, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Manhattan/Bronx, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and advised that our whole storage facility is heated, not each individual unit separately. However, as a courtesy, she was given one month free storage.

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 6'x12' cargo trailer around 7:00 am on June 30, 2012. My husband, daughter and I were traveling from our home in [redacted] to [redacted] to help our two sons move from one apartment to another. I had done this before when we moved them to [redacted] and I guess I was wrong for expecting the the best results because I had reserved an available cargo trailer. While no money was required for the reservation, it makes good sense that the reservation holds what you reserve. By around 2 or 3 that afternoon, I called the location where we were supposed to pick up the trailer to get their closing time because I didn't remember, only to be told that they didn't have the trailer that I reserved and was redirected to another uhaul that was further away. I was immediately upset, but took the phone and address information as we really had no choice. I called the other location I was given, and got the store hours for the day and asked the directions to get there.Desired Settlement: While UHaul may see the problem with this, I do. Like I said earlier, when you reserve something, it should yours for the asking during that period of reservation. I feel for the inconvenience and just plain unprofessionalism of the situation, that I deserve some type of credit refund. For me, I really wouldn't be asking if it wasn't right.

Business

Response:

July 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Dallas, followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and advised her of a refund for the $50.00 Reservation Guarantee Fee. The refund was issued by credit back to Mrs. [redacted]'s American Express account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have a two part complaint.

(1) In late February / early March I rented a truck from UHaul for a move from [redacted], British Columbia to [redacted], BC. For personal and employment reasons I ended up dropping off the rental vehicle in Edmonton, which is a much shorter trip with substantially lower rental charges. The original rental charge for vehicle was supposed to be total charges to FtStJohn of $1194 ($1328.53 including local taxes). The UHaul phone system (recorded) notes that changes to the original agreement can be made for free.

Rental of the same equipment to go to Edmonton it should have cost $389(truck) + $79(auto transport) = $468.00.

Add the insurance CDW charge of $75+$50=$125.

Add $5 enviro fee

Add $10 furniture pad rental

Add extra day use charges and extra mileage charges totalling $269.05.

Total charges to Edmonton should have been $862.05 ($905.10 including local taxes).

That is substantially less than the amount I was charged for a rental to FtStJohn, which makes sense since FtStJohn is about 2x farther trip than Edmonton, and is more remote. Since I dropped off in Edmonton that should have been a $423.43 lower charge than for a trip to FtStJohn.

I was given no refund for this difference, although I did request a refund three times I received no satisfactory reply in that regard.

Again, UHaul claims that changes to the original agreement can be made for free, but does not appear to honour that statement.

(2) Upon dropping off the truck in Edmonton, I was then charged further charges of $269.05. I paid these charges because the representative at the dropoff location ([redacted]) told me it was just a formality and I would be able to get it refunded. I was tired after moving and paid the fee planning to get a refund later. I subsequently emailed the UHaul billing/complaints department and corresponded a few times with a UHaul company representative (I have copies of these emails), and he claimed to have refunded this secondary overcharge. I checked my credit card bills, and he did not refund this charge as he said he had. I subsequently asked him again to re-check his records and to please provide this refund as he had agreed, and he replied claiming to have record of a refund dated March 5, 2014. My credit card statement clearly shows I was charged this additional fee on that date, but that no refund of any type was issued by UHaul.

I have copies of all the original billing and rental papers, and also copies of my credit card statements which show details of the billing and lack of refunding. Should those be required to help with this dispute I can provide copies.Desired Settlement: I am seeking a refund on the overcharge described in part 1 ($423.42), as well as a refund of the additional overcharge described in part 2 ($269.05).

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and calculated his rental from [redacted] to Edmonton to be a total of $909.09. He paid previously $1,579.58 and had already been issued a refund for $110, leaving a balance of $578.49 owed to him. The refund for $578.49 was issued back to Mr. [redacted]’s [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On June 4,2013 I booked a 6x12 Uhaul Trailer to be picked up on June 28,2013 in the [redacted] area. On Thursday June 27,2013 at 5:30pm I was called and told that there were no 6x12 trailers in a 200 mile radius and they could not get me one. After numberous calls after that they called back at 6:30 pm and said they had found one in [redacted] and would not deliver it closer and if we wanted it we had to go pick it up in [redacted] from [redacted]. We had to drive just under 5 hours round trip and 240 miles round trip just to pick up the trailer. We also called and put in a complaint on June 27 after all this and were told we would hear from someone in 2-3 days and have yet to hear from anyone from Uhaul.Desired Settlement: I would like to either be refunded the amount paid for the trailer rental or compensated for the mileage, time and gas I had to use to drive 5 hours and 240 miles to pick up the trailer.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She relayed that he had already received a $60 discount on his rental in addition to a refund for the $50 Reservation Guarantee Fee that was issued on July 3rd. The $50 credit should post on Mr. [redacted]s 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: A full suite of abysmal service including the following:

- No trucks available for a confirmed and guaranteed booking.

- No dolly available for a confirmed and guaranteed booking.

- Directed to three different locations before obtaining a truck.

- Being locked out of truck due to both door locks being previously repaired with plastic tie, and both breakin simultaneously.

- Having a locksmith come in through uhauls roadside assistance and delaying cross-province trip by 6 hours.

- Spending an additional and wasted 3 hours being redirected, placed on hold, and hung up on while uhauls corporate admin center tried to direct us to the correct departments.

- Having to stay in a hotel in Kamloops as a result of the 6 hour delay outlined above.

- Spending an additional 5 hours being misdirected in placing a customer complaint and preparing all documentation requested by uhaul.

- Being forced to use a moving company to unload the truck in Vancouver we arrived the day after planned.

- Having our customer complaint eventually completely ignored by customer service manager [redacted], reachable at [redacted].Desired Settlement: 1) Full reimbursement of the hotel cost $124.52.

2) Full reimbursement of movers $425.60

3) Full reimbursement of the 11 hours of my professional time lost through the issues described above. 11 hours x $50/hr = $550.

Total $1100.12

Business

Response:

October 26, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed up on

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

[redacted] was rented the dollies at no charge because of the

inconvenience she incurred and was also discounted the $50

Reservation Guarantee Fee for having to pick up at a different

location. She explained she spoke to Ms. [redacted] and agreed to

reimburse for the hotel expense with a copy of the receipt.

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: Rented U-Haul to move 81 year old mother in law from [redacted] to [redacted]. Pick up location was changed two times. once on the morning of the move 15 miles away. Got truck in [redacted]. Drove to [redacted] to move mother in law closer to home in [redacted]. Rented truck for two days. dropped off the following night and calls u haul costumer service when I dropped off to let them know truck was in early. I was told that I should get a e mail in 24 hrs. . no email that Friday I get a email stating that I put 327 miles on truck. NO WAY. 122 miles mapped out with map quest checked and double checked all routes and only came up with 122. checked with rental place at drop off truck still in yard and has not been rented out . took pic of the odometer and it has 50 miles more than they reported on the millage in invoice miles should bee the same if truck never left the lot. Now I have to pay because I can not fight a million dollar company that can and will destroy a persons credit over a 89 dollar charge.Desired Settlement: just remove charges and do not mess with my credit

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], our Field Manager for our Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the picture submitted and reversed the Promissory Note in addition to the refund for the $50 Reservation Guarantee Fee that was issued to their Visa account. The refund should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Debit account was overcharged for rental of a UBox and trailer for the contracted time and rate by $508.20. Agreed upon rental rate for 1 month for box and trailer was $89.95. Agreed upon rental rate for trailer was $5 per day. Deposit was collected from debit card on date of reservation 5/7 with an unexplained overcharge of $314. When Uhaul corporate was contacted about the amount representative claimed the order could only be changed by the store booking the reservation. At time of trailer return credit for overcharged deposit had still not been rectified. Second charge to debit account brought the total of rental to $703.15.

One month after error was brought to Uhaul's attention it still has not been rectified. Store manager in [redacted] claimed the amount was too large to refund in the store and must be escalated to corporate. Corporate office has no record of our reservation.

Days after local Uhaul claims to have issued a series of small credits to our debit account no credits show to the account at the bank.Desired Settlement: $508.20 credit to debit card account

Business

Response:

July 10, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining, in addition to the previous refund issued on July 3rd for $208, a supplemental refund for $300 was issued back to the same [redacted] account as listed on her rental contract. The refund 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

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: In April of 2012 we had a hitch installed on our 2009 GMC Acadia from Uhaul on huntington drive in Flagstaff, Az. At that time they installed the hitch, the wiring for the lights was also done. In December 2012 our vehicle began having problems with the turn signal not working, when you engaged the signal switch on the left side of the steering wheel, all four lights began flashing as if the emergency four ways were on. At that time we took the vehicle to McCoy Motors located at 361 N. Switzer Canyon Drive, Flagstaff, AZ phone# 928-225-2114,(a GMC authorized service center) to have the problem analized, (we had no idea it was a wiring problem caused by Uhaul) At that time it was determined by there mechanics and relayed to us by Trevor (there service advisor) that the problem had been caused by Uhaul using NON water proof wire connectors. They determined that snow and moisture had entered the wiring system and created a short and ultimately effected the turn signals, the remidy was to undo what Uhaul had done, and redo it again, I was advised at this visit that the wiring harness maybe ruined, and they would try to salvage the harness in an attempt to save us some money. Repairs were made and we paid Mccoy motors approx $147.00 on that visit (Receipts from Mccoy provided upon request). We took the car home and in approximately 1 week later the same issue developed on our acadias turn signal, we returned it to Mccoy Motors and it was determined that the wiring harness was to far gone to be saved, again repairs were made and the harness replaced this time at a cost of $192.00 (again receipts provided upon request)At this point I attempted to contact the manager on the uhaul center, I explained our delema to another worker at the center, and left my phone number for him to call me, he never returned my calls. I then contacted the customer service, and filed a claim with there insurance company, it was ultimately denied. Mccoys determined that the wrong connectors had been used,non waterproof.Desired Settlement: I would like Uhaul to pay the costs of these repairs, and to start using waterproof shrink type connectors when wiring someones car or truck so others do not have this same problem.

Business

Response:

January 23, 2013

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

Mr. Paul Barbanti, our Executive Assistant for the U-Haul Company of Western AZ, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. He explained a total refund in the amount of $339.00 was issued, which included the expense Mr. [redacted] had to pay for repairs to his vehicle. Our GM of our U-Haul Center will schedule a time for Mr. [redacted] to bring his vehicle for the wiring to be installed properly. Mr. [redacted] expressed his appreciation for 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,

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: I went to the UHaul web site and entered information for renting a 14 foot truck to pick up from a Lexington, KY location and drop off at an Elsmere, KY location and got a price of $131.00. If I enter the same information today, I get the same quote (although they changed their website to replace the 14 foot truck witha 15 foot truck). I went to the Lexington, KY location (Bryan Station Road) and told them I needed an out of town rental and gave them the same information (drop off at Elsmere, KY). I used the truck for my move. When I returned the truck I was charged $252.28 and questioned this charge, but was told I had to pay $252.28 because I did not return the truck to the pickup location. According to the web site, I should have only had to pay $131.00 plus tax. I called their customer service number and they blew me off saying there was nothing they could do. Every time I tried to talk, I got interrupted. I believe I was overcharged and am not getting any cooperation.Desired Settlement: A refund of the difference - approximately $115.00.

Business

Response:

January 18, 2013

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

Ms. Carolyn Jones, our Executive Assistant for the U-Haul Company of Louisville, followed up on the information Mr. T[redacted] provided. She informed our office she spoke to Mr. T[redacted] and discussed his concerns. A refund for $95.82 was credited back to Mr. T[redacted]’s Master Card account as an adjustment on his rental. The credit should post on his next credit card statement.

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

Sincerely,

Maria 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: I made a reservation on their website and I also wanted movers. There was an error on the movers part and I had to redo the transaction making two charges. The one from Uhaul was supposed to be released but has never been refunded back to my card. The charges was made on 8/15/2013 and 8/16/2013. [redacted] ending in [redacted]. for the amount of 235.95.Desired Settlement: I wish for the refund to get put back on my card.

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 Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she provided Ms. [redacted] with the authorization number to give [redacted]. in order to have the pending charge of $235.95 released.

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 made a reservation with Uhaul to rent a truck from Saturday to Sunday on the 28th of June, 2014. My reservation was confirmed several weeks in advance over the phone. Four days before moving, the called and said that I could only have the truck for a few hours or pay more than 4 times as much money and drop it off at a different location that was not feasible. The manager was extremely rude and would not offer any feasible options.

Review: U-Haul web site misleading. Reserved an Auto Transport for Fall, 2012. Initial screen simply asks pick-up point in one box. Drop off point is an adjacent box and filling out that box is listed as "optional". Therefore, for expediency, I completed the entire reservation without filling out the drop off point box, thereby, assuming U-Haul didn't care which one of their centers to which you returned the Auto Transport. Rate listed as ~50 dollars a day. 4 day rate would be a little over 200 dollars.Checked "myuhaul.com" a week later just to see the reservation. Drop off point is now listed as the pick up point. Contacted U-haul to let them know that the Auto Transport was going out of state. Going out of state tripled the rate to over 700 dollars. Discussed with them that nowhere, when applying for the reservation was the drop off point mentioned except as "optional" on that initial box. Nowhere was there any reference that rate would increase if going out of state. Asked them to honor the current reservation/price with going out of state. They would not. Therefore, had to cancel the reservation and related travel plans.Noted to them that, if their web site, simply removed the word "optional" from just above the drop off site box or if their web site simply defaulted, on the screen to the viewer, the pickup point entry in to the drop off point box, there would be no confusion for me or anyone.Desired Settlement: They might have honored their price, once the problem was pointed out to them but would not. Would accept if offered. But in any case, they should revise their web site. The current web site is deceptive and presumably inadvertently shocks customers in to a 3x higher price at the last minute, once their travel plans are firm and they come to make the pick up.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Mr. [redacted].

A Senior U-Haul Customer

Service Agent followed up on the information Mr. [redacted] provided. Mr.

[redacted] was emailed a response and offered an apology for the confusion

he experienced with our website when he made a reservation. I have

forwarded his concerns to the appropriate program manager for further

follow up. Please be assured we appreciate customer feed back as it

allows us to realize what programs are working and what areas need

attention.

As we value

Mr. [redacted] as a customer, we sent him 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.

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. We also sell

permanent hitches, propane and locks.

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: Recently I reserved a trailer from Uhaul. I did this in advance giving the company more than enough time to make proper arrangements. I also gave them my personal and credit card information and I am currently renting a storage locker that will soon be due.

I have spent the last 3 weeks preparing, planning and arranging for a very critical move across country from [redacted]. At the last minute and a day before we are suppose to pick up our trailer I receive an email from Uhaul telling me that there were no trailers available and that they moved my pickup date. I called to complain and no one could help me. A very rude young lady with a [redacted] accent told me there was nothing she could do and they would offer me $50 discount.

Now I am totally insulted and frustrated. This is costing me time and money and is jeopardizing my job and new contract in [redacted]. It is absolutely unacceptable. We have made arrangements for movers, notified family and help on both ends of the move. We have also made arrangements for the trip along the way so we have somewhere to sleep and shower. Not to mention the tension this is causing us with our current landlord and possible new tenants. It also has caused issues with the electric (AC) and utilities since we have to stay for another day. We have spent the entire day trying to re arrange everything and make this work. They also tell me that they are not sure if there will be a trailer Tuesday. Why did I reserve a trailer and give them credit card information?

This may be a simple rental to you Uhaul but it is our lives. You also need to hire more competent help and invest in some employee training. It is not my fault that you can't properly arrange or organize your stock and schedules. I would say that it is not my problem but apparently now it is.

We have a Formal Complaint filed with Uhaul and have email the general manager at the location as well as the Public Relations department and have started posting on social media review sites - Our file is under Reference ID: [redacted]... not too sure what good that is going to do.Desired Settlement: I am almost to the point where we feel that we should be getting paid for this and that we should file against Uhaul. We could easy file in [redacted] against the corporate office since we will be living right next door. This can be done as a civil suite and we could be awarded damages of up to $2500 + as well as make a big PR deal out of it. The only thing that is going to shut me up at this point is a HUGE discount on the rental to make up for the time. I need to see at least a 50% discount and that we are guaranteed a trailer on Tuesday morning.

If not we will file with the FTC and I will put a full social media campaign into action including video. I can guarantee thousands of views, retweets, hits, likes, views and shares. It is part of what I do for a living.

Business

Response:

July 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] Senior Staff for the U-Haul Company of [redacted], followed up on the information Mr[redacted]provided. She informed our office she had been in contact with Mr[redacted]and offered her apology for the inconvenience he experienced. She relayed that a 6X12 trailer was provided for his move on July 2nd at our U-Haul Moving and Storage of [redacted] location. The trailer was dispatched just before 1:00 pm.

As we value Mr[redacted]as a customer, Ms. [redacted] sent him a $150 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: Uhaul rented me a trailer with 2 dry rotted tires that blew out while driving causing us to almost wreck our car with our baby in it. When I called I was told that I made it a couple hundred miles and that it wasn't a big deal.Desired Settlement: I would like a refund for being rented dangerous, faulty equipment.

Business

Response:

July 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NW OH, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. She issued a refund for $100 as an adjustment on their rental along with a VIP Certificate for $50 that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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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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