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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: Employees of U-Haul are calling myself and my husband on a daily basis, and are now sending emails to my husband requesting payment for a storage unit which does NOT belong to us. The employees at U-haul know this is not our storage unit, as it is listed under the name of my brother-in-law, yet they continue to call. We have asked U-haul to please stop calling on numerously documented occasions. At fist they responded well and said they would remove us from their list. However, the calls have not stopped. I was called again yesterday and I gave them the telephone number I had for my brother-in-law (mind you, I have not spoken with my brother-in-law and do not even know if I have an updated contact for him), as I was reading the number, the U-haul employee hung up on me. My husband has also tried to give them my brother-in-law's phone number, but they refuse to accept it and continue to call us. Again today at 9:49am, while I am at work, they called me. This time I did not answer. My husband called them back and asked yet again if they would please remove us from their call list. The employee my husband spoke with said he refused and that he would continue to call until he talked to my brother-in-law. Obviously, we are completely shocked by this outrageous and unprofessional behavior. When my husband questioned if that was a legal practice the man said he had every right to call us until they got their money. The problem is, we do not have their money, because this is NOT our storage unit. They are now even contacting my husband via email which is concerning because we never gave them his email address. I am concerned by the behavior of these employees and fear that this will happen to other innocent people. At this point, I consider what they are doing to us to be harassment and illegal. I will certainly never do business with U-haul which is unfortunate because we have used them in the past.Desired Settlement: My husband and I demand to be removed from their contact list(s). We want our telephone numbers, email addresses, and any other personal information U-haul may have taken off of their system.

Business

Response:

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the phone calls to her and her husband. She explained, although she could not remove her information from the computer unless her brother-in-law can provide an alternate contact, she did instruct our U-Haul location to no longer call or email Mr. or Mrs. [redacted] when the storage account goes delinquent. Ms. [redacted] requested current contact information for our customer, if available, in order to update the contract.

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: On or about Thursday, 8/28/14 I reserved a Uhaul rental truck online, to pick up on Saturday. Although the rental period defaulted to 10 hours, I knew I would not be able to complete my move in this time, so I changed the rental period to 24 hours via the website. The rental price did NOT change. This was important, as, if it had shown me right then that I would have been billed for two rental periods/days, I would have priced other similar truck rental services. When I went to pick up the truck, however, I was told that I would have to have the truck back within ten hours or I would be billed for a second rental period/day. I protested that I had reserved the truck for 24 hours online - and that the price had not changed, nor was there any mention of a second rental period. I was told that I would have to agree to the terms I was being presented with or that I would not be allowed to rent a truck. I was also told that, on a holiday weekend (Labor Day) "You're lucky to be getting a truck at all." At this point, with my move in progress, I had little choice but to accept their terms. I told them I would not be able to get the truck back within ten hours, and they have in fact billed me for a second rental period for both the truck, and the dolly that I rented. In my mind this is a deceptive trade practice. While I do now note that, in fine print, the Uhaul website says "Subject to availability," when you rent a truck, it should have been made clear at the time that a 24 hour rental period was not going to be available for me. By the time I got to the counter, I had no choice but to accept their terms - they had me where they wanted me.Desired Settlement: I should be refunded one rental period for both the truck I rented, and the dolly, which comes to $49.95 plus 8.25% sales tax, for a total of $54.07. Uhaul should also change their online truck reservations. If the standard rental period is X hours, and a customer requests a rental for longer than that period, the website should CLEARLY show that the customer will be charged for two rental periods.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a refund for $48.78 was issued back to Mr. [redacted]’s [redacted] account on September 11th and should post on his next credit card statement.As we value Mr. [redacted] as a customer, Mr. [redacted] explained they 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, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have a compliant on the miles I was charged in compliance to what was recorded in your system. I believe I was over charged for the miles I drove. Whom ever logged my mileage either falsified my miles by mistake or entered the data incorrectly. I have documentation proving the total miles I drove while using using the truck I reserved. The total miles I drove including the miles leaving and returning to the location to where I picked the truck, was a total of 12.4 miles. They entered in their system stating I drove a total of 44 miles!?

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

to have my account accredited the right amount for the correct usage.

Business

Response:

August 1, 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 North Shore Chicago, followed up on the information Mr. [redacted]provided. She informed our office a refund for $24.65 was issued back to his Visa account in the interest of customer good faith. 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

Review: I came in to rent a truck at the brockton location...I spoke with [redacted] and was told that because I was a so called associate of a person THAT HAD A PAST BILLING ISSUE and was trying to rent a truck, that I couldn't rent a truck. At no time could he present me with a written law nor rule saying that this was true. I would like to know why I was treated like a criminal while trying to rent this truck to move my furniture out of storage. I also asked if I could go to another location and rent and was told by Mr [redacted] that"he didn't know". I asked could he call and check for me and even had the decency to say please and he rudely said NO and rolled his eyes. They guys need professional CUSTOMER SERVICE TRAINING!!!!Desired Settlement: I would like a written explanation as to why I was not showed a written explanation of how an "associate" could not rent a truck ...

Business

Response:

April 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Ms. [redacted] concerns to our office.

Mr. [redacted], a Customer Service Manager for U-Haul International, followed up on the information Ms. [redacted] relayed and provided the following response:

First I'd like to apologize for any mixup or miscommunication regarding the incident that occurred on 4/17/2013 and resulted in you not being able to rent from U-Haul. The reason for this type of alert to arise was due to a strong match on two or more pieces of information you provided to a previous customer who is already in our E-Alert system and unable to rent for various reasons. In this particular situation, the reason for the alert was a past due amount on a previous rental. Although the past rental was not yours, the information you provided at our U-Haul location had a strong match to the information that was initially provided on the past rental. We are not holding you personally liable for the debt, however, this account is keeping you from being able to take advantage of U-Haul services. Our E-Alert system is set in place to protect our equipment and to ensure that customer's fulfill their contracts correctly. Failure to do so may result in being denied future rentals. The reason that no information was provided to you regarding the past rental is because we only release that information to the actual previous contract holder. In your case we can only provide limited information and urge you to contact the original party to have them resolve the issue with U-Haul directly, thereby, removing you and this party from E-Alert. Please be assured we take these situations very seriously and since the last type of service we want to provide to a customer is no service at all, we encourage customer's to call the toll free number on the printout anytime a rental is denied at a location as an attempt to resolve the matter. U-Haul has the right to deny service if it is determined there is a past issue that needs to be resolved. We will follow up directly with the manager of the location involved to ensure the behavior you experienced will not be displayed in the future. Thank you, [redacted] Customer Service Manager

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 truck on 8/30/14 at 7:45am. Truck was ready, everything was in order. At the time I was told to return the truck 7/8 full. Additionally, this was circled on the ticket. When I returned the truck just after 10am, the person in charge was running around, trying to get people handled and suggested I simply leave the truck and paperwork and he would send a bill to me. Little did I know that he wouldn't inspect this truck for over an hour, and that he would charge extra for gas. I returned the truck at 7/8 full yet was charged $10.00, I have taken the steps of calling this office and also writing to the corporate offices to no avail.Desired Settlement: I want the $10 credited back to my credit card since I fully complied with what I was told by the person in charge.

Business

Response:

December 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM for our U-Haul Moving and Storage at Northeast Expressway, followed up on the information Mr. [redacted] provided. Mr. Smith informed our office that Mr. [redacted] relayed to him that he did not refuel the fuel tank when he dropped the truck off and explained the fuel charge is valid.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The manager or whoever didn't address the fact that when I returned the truck, it had 7/8 of the tank full (as noted on their receipt). Additionally, I have scanned the gas receipt (also attached). It was very light when I scanned - I can attempt to scan it again if you cannot read it.

Regards,

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Central Georgia Regional Office, reviewed the recent comments from Mr. [redacted] to your office. She spoke to Mr. [redacted] and informed him of a refund for the $10 fuel charge back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: In Feb 2012 I was charged $50 for a u haul truck that I never used or had.This amount was debited from my checking account in February and I didn't notice this charge unitl months later after going over my account with my accountant. I wrote the Company 2 letters stating the issue and requesting a reimbursement for a service that I never used and told them I never authorized any debit whatsoever to be taken from my account. The Company never responded to any of my letters, even though they took$50 from me.Desired Settlement: DesiredSettlementID: Refund

I would like a check for $50 to be sent to me for an unfounded, fradulent charge that was taken out of my account. They have no records of me ever renting a truck from them and so I am due a refund before I take legal action.

Business

Response:

Thank you for forwarding [redacted] concerns to our office for review.

[redacted], our Traffic Manager for the U-Haul Company of Orlando, followed up on the information [redacted] provided. He advised our office he spoke to [redacted] and advised her he was sending her a check for the $50 fee.

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.

In reference to above complaint which was marked resolved on 3/15/13 pending U-Hauls agreement to send me a check for $50 for a service I never received. As of today, a month later, I have not received a check from them so the case is not resolved. Their General Mgr called me and said he was sending me a check but I never received it.

Review: The below letter was sent to [redacted], and we still have not been updated on what is happening to out things.

Since you are the Regional Northwest Manager, if I heard you correctly, I would like to inform you of our entire experience with U haul as a whole company. I feel it is important to do so because it’s not just the wrongs that have been done to us at the Yakima U haul 1st St. location but in fact the predicaments that the Bridgeport Way U haul location and the large Auburn U haul location have put us in also.

June 2013

I went to U haul in Lakewood to pick up a reserved 27 foot U haul. The employee was unable to locate any information on my reservation when I arrived. After wasting two hours of my allotted packing time, he found my reservation and confirmed that I had paid for it, gave me the keys and told me what truck it was. I went to the truck to leave and the truck did not start. I attempted to get it started a couple of times and it did not work. I went inside got the manager and informed him of the situation. He tried to start the truck five times and on the 6th time it started and he assured me the truck was just fine and that the truck was just touchy. At that point I left and took it home and literally spent the next 24 hours packing my home into the U haul. The following day when we went to leave and the truck would not start. It took over an hour to get the truck started, and in that time I called another U haul center told them what was happening with the truck and they assured me the truck was fine but was just a bit touchy. After completely filling up the truck ($100) my father, [redacted], my 5 dogs, and I set off for Yakima, WA from Graham, WA in the U haul and my 2 personal vehicles. We made it to Highway 167 just two or 3 exits shy of the large U haul in Auburn, WA (with the truck on the top of the building). Out of nowhere the U haul lost all power and shut down on the freeway. My father coasted through 70 MPH traffic to the side of the highway. [redacted] and myself in our personal vehicles with our dogs pulled off with him. We found out the vehicle would not turn on, yet again, so we called the U haul road side assistance. It was about 90 degrees outside with 5 dogs in the cars. On the phone with road side assistance we were told it would take no more than one hour and 30 mins to reach us. Unfortunately for us we waited for four hours before anyone showed up, and the person that showed up was not an employee of U haul it was a WSP police officer. He notified us that it was not safe to be on the side of the highway and there were several 911 calls about us being there. He then said if you can get the truck started I can follow you to the U haul a couple exits up. Luckily since the truck had been sitting for four hours it finally started after five attempts, and we finally made it to the U haul in Auburn, WA. When we arrived there the mechanics ran a diagnostics and an error code showed up, they cleared the code and ran the diagnostics again, and no code showed up. That is all they did and there was no inspection, or what I feel is a proper inspection, done on the truck at all. They also, like everyone else, assured us the truck was safe to drive over the pass to Yakima, WA at night. We then decided to try and make the drive, and no more than 1 mile away from the U haul the truck completely died again forcing my father to jump a curb in order to get the truck out of busy traffic and in turn damaging our personal property inside (we were not aware of the damage until the following morning). At this point we had enough. We called roadside assistance again and they attempted to get us into a hotel in the area. They were unable to accommodate my father, [redacted], my 5 dogs, and myself in a hotel. I then had to contact a family member to leave work and drive one hour out of his way to pick up 2 of my dogs. They were then able to accommodate us into a hotel. When we arrived at the Days Inn off the 15th St. exit, the receptionist told us they had no reservations for us there and it took an additional hour to get us into a room. All in all in the experience of getting us into a hotel besides not being able to find one that would take 3 adults and 5 dogs the customer service was above average. In addition to this particular situation my father has had a liver transplant and needs to take medication at certain times of the day due to us having to stay the night in Auburn and not being able to keep our schedule he was unable to take his evening and next morning medication. This resulted in him becoming ill a few days after arriving in Yakima, WA. The following morning the Auburn U haul accommodated us with our request of a new truck and movers to unload the old truck into the new truck. Before the movers showed up the service manager (a blonde woman) and a U haul employee delivered the new truck and we requested she fill up the new truck with a full tank of gas because we had filled the gas tank to full in the original truck. She stated she was unable to accommodate that request without our gas receipt from the old truck. Our conversation quickly turned into an argument and she refused to listen to the reasons we requested her to do so, she then walked away on her phone. The employee who drove the new truck to the hotel was still standing there politely. I asked him to check the paperwork showing the fuel level on the old truck when we picked it up and compare it to what was in the gas tank currently. After he looked at it he took the papers to the service manager and showed her. The stood talking for awhile and she was on her phone quite a bit, but she then approached us and told us that she was going to get in trouble because she was going against what her boss told her to do. She requested the employee with her to go fill up the truck to a full tank. The service manger had papers with her and she stated that we needed to sign the papers or they would not release the truck to us. The service manger stated the paperwork was for releasing U haul from any and all reliability of broken or damaged property from the movers. I signed the papers and they left. My father, [redacted], and I went out to the old truck and unloaded everything to check for anything that could have been broken or damaged when the truck died. That is when we found these items broken or damaged: tv entertainment center, 1 box spring and mattress to our bed, 2 floor lamps, and a box of kitchen dishes. The movers arrived and began packing our things, during that time I called the Auburn U haul and spoke to the service manager again. I informed her of the items that were broken in the truck from the night before, and she gave us the number to the insurance company. As we were waiting for the truck to be loaded I spoke to a representative from RepWest. The representative that I spoke with stated that the property that was damaged would not be replaced because the insurance only covered property being damaged in accidents.

In all honesty our bed was only a couple months old and the lamps were bought at the same time. At this point because we received half way decent customer service from the roadside assistance call center, [redacted] and I decided to just eat the money for the damages and to just let it go. Although our property would have never been damaged if two U haul employees at separate locations did not tell us that the truck was “just fine,” including another employee over the phone at a Tacoma location. Our original schedule would have put us in Yakima, WA at 3 pm Friday, but at this point it was Saturday at 4:30 pm and we were just leaving Auburn, WA. We arrived in Yakima, WA at 8pm on Saturday evening. [redacted] and I spoke about where to get a storage unit and we looked up several units in Yakima, WA. Yet again we put faith into such a widespread household name, U haul, and against our better judgment on Sunday my father and I went to the Yakima U haul Moving and Storage on 1st St. and got a storage unit there.

September 2013

Unfortunately for [redacted] and I moving to Yakima, WA did not work out. I moved the things I had with me back to Tacoma, WA with [redacted]. Mid September we decided to pick up a load from the Yakima location and there were absolutely no issues. We arrived packed some of our things and left.

October 5, 2013

Prior to October 1st (when our payment was due) we had an unexpected expense that we had to take care of and as soon as we realized the unexpected expense would interfere with our U haul storage payment we notified the store Manger Matt Veshell of the situation and within the same conversation set up a payment for October 9th. We were told that was no problem but there would be a $20 late fee attached to our bill, and we agreed to that. During this phone call we had explained to him that when winter came we would be unable to drive over the pass to pick up our property. We also told him that the 5th of October was the only day we could come over the pass and pick up some essential living necessities (dishes, a couch, a couple lamps, and winter clothing). Matt Veshell informed us he understood the situation and reassured us that we would be able to get into our storage unit and pick up the things we had listed.

October 5th we arrived at the Yakima location, and we had forgotten our code to the building. We spoke to an employee named Kristin, and she gave us our access code. We attempted to get into our storage unit and there was a gold lock with a red strip placed on the latch of our large unit next to our lock, but our small storage unit did not have this gold lock placed on the latch. As we seen this there was a U haul employee inside the building and we asked her why the lock was on our storage unit. She stated the lock was placed there because the storage bill had not been paid. I then told her I had made arrangements with the store manager to pick our things up and we had set up a payment arrangement. At this time she informed us she did not handle billing issues, and she called up front for another employee to assist us. After a few mins [redacted] showed up. [redacted] stated that Matt Veshell wanted to speak to me about our storage unit, so I followed her back to the front office. I approached Matt and told him I was informed he wanted to speak to me about our storage unit, and he did not even acknowledge my presence in the office. I then waited a few mins thinking he was busy, and then I politely tried to speak to him again. Before I could even get anything out of my mouth he loudly informed me in front of other customers that and I quote “I am not going to unlock your [redacted] storage unit, because you have never made a payment.” At this point I was stunned that I was being spoken to in that manner by a manager, and I responded with there must be a misunderstanding. He then again would not acknowledge that I was speaking to him. I said I have received e-mailed receipts to my wife’s e-mail address for the previous payments that we have made. I then tried to tell him that I would be more than happy to show him the receipts from my phone or on a computer, and the response I got from him was that we were “ [redacted] liars.” After being cursed at for the second time in front of other customers and employees I then became impolite with him. I quote out of my mouth “you sound extremely uneducated, you’re rude, have no right speaking to me that way, and one way or another you will open my [redacted] storage unit.” I then walked away and went back to my storage unit where [redacted] and my brother were waiting for me. They were standing in front of the entry way under the green eve. I began informing [redacted] and my brother of the situation that had just occurred. At that point we heard two individuals speaking loudly (male and female) and the female said to the male that he cannot speak to customers in that manner. We then heard the male say, “those [redacted] dykes are lying.” We walked around the corner and there stood Matt, Kristin, and the employee who had called up front for assistance for us. Matt turned and walked away and [redacted] and the other female employee approached us. I asked them if this is how they treated all of their customers, and [redacted] then told us that “Matt is an [redacted] and we should not take what he said personally.” At this point we gave [redacted] a brief description of our previous conversation with Matt explaining that he knew we were going to be late on our payment and that we had asked permission to be able to pull out the essential living necessities for over the winter months, and that we would not be taking everything out of the storage unit. [redacted] brought up her concern about us not making any payments to date which would have been three months worth of payments. [redacted] then pulled up her e-mail account and showed [redacted] copies of the receipts from the previous three months. [redacted] then stated she was going to go up to the front office and speak with Matt and that she would be back. After about 30 mins she returned and told us we could only remove one couch from the storage unit. I then explained the situation about the winter weather and not being able to get over the pass for a few months and that we were moving into a house and we needed our basic living essentials, but we would not be taking everything out of the storage unit. She then informed us if we did we would still owe the payment for October. As [redacted] removed the gold lock from our large storage unit she told us that she was sorry for the way Matt had acted and that he was her fiancé and he was an [redacted] all the time. We thanked [redacted] for allowing us to get the things we need and she asked that we let her know when we were finished so she could place the gold lock back on the large storage unit.

We removed our essential living necessities and loaded our trailer. What was left in the small storage unit we placed in the large storage unit and organized it. We cleaned the small storage unit and walked outside to go to the front office, but we seen [redacted] and the other female employee that was with her earlier walking out of the other storage building. We told [redacted] that we had put all of our property into the large storage unit, and cleaned out the small one. [redacted] directed us not to put our disc lock that was previously on the small storage unit back on there (these are the U haul disc locks that we purchased from the Yakima U haul center when we first received our storage unit). [redacted] informed us that it was U haul policy that any units that are no longer occupied but are attached to occupied units (two units in one contract) are required to have a gold lock placed on them so that staff members are aware of what units are empty but are still being paid for. We did not argue with her and we agreed to do what she asked to avoid any further confrontation with the Yakima U haul employees. [redacted] also stated that the gold locks do not get put storage units until 8 days after missing payment and if we cleared out our storage unit prior to the 9th of the month we would not be charged for that month. We did not think much of what she said until we were almost back to Auburn, WA. Before we left we returned to our storage unit to get my brother and to make sure there was nothing else we needed. We then closed the large storage unit door and pushed the latch into locked position and placed the U haul disc lock on the latch. At that time the storage unit door and latch were securely attached. We had no concerns of the integrity of the door or latch. We then headed home and began talking about Kristin’s strange comments and wondered if it was an actual U haul policy that we were not allowed to place our U haul disc lock back on an empty storage unit we were still paying for. After talking more about it [redacted] and I felt we were possibly being over sensitive because of the way we were treated by the Yakima U haul Moving and Storage 1st street employees, especially the manager. I would like to point out that what was left in my storage unit I could have gotten out on October 5th. We decided not to do so for two specific reasons. The first reason is because we had not paid our storage fee yet and we felt it would be rude if we would have emptied both of the storage units completely. The second reason is because [redacted] informed us that we would still be charged for October. I would like to point out that [redacted] had given us conflicting information in regards to when we were able to remove our property without being charged for that month. As I previously stated she told us that we would not be charged if our property was out before the 9th of the month.

October 22, 2013

We received a phone call on October 22 from Miss [redacted], she stated that she was walking by our storage unit and the latch "fell off" [redacted] then asked Miss [redacted], how does a latch just fall off when we were just there two weeks ago, and the storage unit was in good condition including the latch, door, and lock that we placed on our storage unit. The lock you told us to buy. Miss [redacted] responded with they do that some times. [redacted] then asked how it could have happened and was anything stolen? Miss [redacted] then stated she could not know if anything was missing because she did not know what was in there in the first place. [redacted] asked her if she could review the tapes and call back. Mean while when [redacted] was on the phone with Miss [redacted] I was speaking with another employee that refused to give me her name. It was a female our conversation in so many words went the same, however I asked her to call the cops and start an investigation, she said she would and someone would call me back. at this point [redacted] called me and told me what she found out. [redacted] then told me that Miss [redacted] said because we were unable to drive over the pass due to the bad winter weather that U haul was going to drill our lock and place a new u haul disc lock on the unit and keep the keys until we were able to come to Yakima. Thus being said the Yakima U Haul has had the better part of three months with full and complete access to our storage unit. This is why we are asking to be refunded the money we have paid to store our personal belongs at the Yakima U Haul Moving and Storage center on 1st street.

I would also like to mention that when I asked the first time to start an investigation that it never occurred and no one called me for two weeks. I became impatient with waiting so that is when I called back to find out what was going on. At this point I found out that there in fact had been no investigation started. I asked again if they would start one for us and I was told yet again that they would start it right away and it would only be a few days until I heard back. Another week passed and I still had not heard anything from the Yakima location about my unit and property that was stored there. I again called the Yakima location to find out what was going on and no one answered the phone at two pm. I was transferred to a U Haul call center. This is my third call into U Haul to find out what is going on and this would be the third employee that I have spoken to about this issue. He then pulled my account up and informed me that there was nothing in the notes about starting an investigation but he did state that there was some damage to the outside of the unit. He told me he would open a claim for me and big surprise I heard nothing back. At this point I was feed up and knew I could only handle it in person and made the decision to wait and address the problem in person. SO this whole time [redacted] and I were under the impression that the latch had just "fallen off" and all of our possessions where still there and intact. This is per the U haul employees statements to us.

February 1, 2014, present date

One week prior to February 1st we attempted to call U haul corporate in regards to the Yakima storage on 1st St. We were then informed that the Yakima location is a separate region and we would have to speak to the manager at the store to resolve our issue. The woman that I was speaking to informed me that she could send in a complaint notice to the Yakima location and ask that the manager try to resolve our issues. [redacted] called the Yakima storage location and asked to speak to the manager assuming it was still Matt Veshell. She was then informed that the manager was now [redacted]. Miss [redacted] informed [redacted] that it was no problem to clear out our storage unit on February 1st and that we would not be charged for the month of February.

Upon arriving at the Yakima U Haul location [redacted] went inside and asked to speak with Miss [redacted]. As Miss [redacted] was walking [redacted] to our storage unit she asked Miss [redacted] how did our latch just fall off the unit. Miss [redacted] then stated in a sarcastic response that the latch did not just "fall off" it was taken off. Which is completely different than what [redacted] and I were told by Miss [redacted] and several other employees. Miss [redacted] stated then that when they drilled our lock off and opened the unit they found the nuts and bolts that held the latch to the door. At this point [redacted] and I were standing at the storage unit with Miss [redacted], and she then stated that there were two sets of keys for the one disc lock that they had placed on our unit. Both sets of keys were marked with our storage unit number. Miss [redacted] tried the first set and they did not work. The second set of keys did work to open the storage unit. Why would there be two different sets of keys numbered with our storage unit when they only put one new lock on the storage unit after they drilled ours off??? Question, having noticed the nuts and bolts on our dresser in our storage unit should that have been an indication of burglary and the Yakima Police Department been notified? Is it only the responsibility of the manager to notify the police of any suspected burglaries or damage to a customer’s property, or should any/all employees notify the police? Especially when in that same time frame there have been in fact several other burglaries at this U Haul location. The Yakima Police Officer that had arrived to take our statement asked Miss [redacted] if our storage unit had been broken into around the same time as the other three storage units. He also asked her why she did not call the police to start an investigation because she was present when the broken latch was discovered and there was a suspicion of break-in. She then stated that she was not a manager at the time and did not know why an investigation was not started. However, Miss [redacted] was the employee who called [redacted] to notify her that the latch had “fallen off.” [redacted] did in fact ask her to review the tapes and to provide us with more information about the situation and to find out if someone did enter our storage unit. As Miss [redacted] continued speaking with the Yakima Police Officer [redacted] and I noticed that her statement continued to change from us to the police officer. She told the police officer that she was not present when the latch was discovered. In [redacted]’s and Miss [redacted]s conversation that morning while walking to the storage unit, she informed [redacted] that she was the one that had called to notify [redacted] of the broken latch. [redacted] was unaware of who the employee was that called to tell her about the broken latch until Miss [redacted] had mentioned that it was her (Phone call to [redacted] occurred October 22 2013). [redacted] and the Yakima Police Officer stepped outside because the alarms in the building were continuously going off and it was too difficult to give an accurate statement due to the noise. While outside [redacted] informed the police officer that Miss [redacted] was present when the latch was found broken per Miss [redacted]’s statement to [redacted] earlier that morning. The police officer then reiterated the statement [redacted] had just made to him, and he then said she told him that she was not present when the latch was found broken. Mr. [redacted] we are not accusing Miss [redacted] of being involved or having any knowledge of the burglary. However her misleading information to [redacted] and I leaves us with questions. On top of that her conflicting stories between the Yakima Police Officer and us increase our concerns of the integrity of the Yakima U haul location and their business practices. She had also told us that if someone had broken into the storage unit that the alarm would have been set off and it would have notified an employee to investigate any potential issues. This raised a question in my mind. If this statement is true then that would mean that it had to have been both tiffany and I (we know we were on the other side of the state) or it was someone with the ability to gain access to our U haul account information and building code. While we were in the front office we noticed that the red alarm lights were blinking in a startling amount of storage units, and we noticed that no employees were concerned with the alarms going off. What I gather from seeing the disinterest of the Yakima U haul employees with the multiple alarms going off left a gut wrenching feeling that it was completely possible for an outsider to have opened my storage unit without being discovered.

With all that being said I am now left with feeling mislead and lied to by a company that is supposedly an everyday household name. As [redacted] and I got home and looked over the amount of money we had invested into U haul to provide us with a safe working vehicle to move our property with and a storage unit to safely and securely store our entire life in, we realized that we had invested our time, effort, and our hard earned money into a company that was not customer orientated. At this point we decided to look for the U haul customer mission statement within the U haul official website. Not to our surprise we were unable to locate one. I say this because of the customer service that I have been receiving from every U Haul location that I dealt with.

I feel that u haul has lack of training, standards, consideration, and outcomes for the customers that made the choice to make u haul what it is. The impression that we received from U Haul is uncaring. Since we started our journey with u haul we have heard many similar complaints from other people. Having these conversations with fellow patrons we fell that it is due to U Haul not providing the training and skills for their employees to live up to the original standards that first built U Haul and made it a successful company.

I also feel like u haul takes their customers for granted and without customers like [redacted] and I there would be no U haul. We were wronged in every service that we had received as new customers beginning with the truck rental problems. We understand that vehicles break down, but how is it that we brought up the fact that our vehicle was not running properly to at least three different employees that work at three different on site U haul centers and multiple employees within the call center. Not one employee told us to bring the vehicle back out of concern for our safety, but instead told us the vehicle was just “touchy”. There are many examples of this within our U haul journey but the most concerning is the large Auburn U haul center. They only ran a diagnostics check with the hand held device and did not even take the time to physically check the error code that came up. They only cleared the code and claimed the vehicle was not only safe but able to make the trip to Yakima, WA through the mountain pass. This interstate has limited lighting and very few safety emergency pull off areas, and sometimes minimizing down to narrow two lane roads. It is highly occupied 24hrs a day with semi’s and multiple other types of vehicles. Therefore the employees had no thoughts on the fact that they were putting my family’s life at risk and also the other family’s lives at risk that could have been injured had the vehicle broken down again while driving on a dangerous interstate through a mountain pass at night. Luckily the vehicle broke down less than one mile from that on site U haul location where they ran the diagnostics test. This resulted in feelings of U haul taking us, the customer, for granted. We still looked past the vehicle mistakes and we gave U haul another chance with its storage facilities. This time we trusted U haul not with our lives but with our personal property. With this second chance not only was our property was taken from us. Due to the lack of employees being educated on how to properly handle burglaries, my wife and I had to wait 3 months before we were able to file a police report. My wife and I made many attempts to start investigations into finding out what exactly happened with our storage unit. Due to the negligence of the U haul employees at the Yakima storage location my wife and I have potently lost any hope of being able to locate any of our property. There were also things that can never be replaced that were destroyed in the storage facility that was supposedly secure and safe.

I find it hard to believe that U haul is truly a family orientated company. I say this because of the way I was treated, talked to, belittle, violated, and discriminated against. It is astonishing that the “faces” of U haul have such a lack respect for the customers considering if customers did not use U haul the employees would not have a place to work. The customers make U haul the company that is today.

I very disappointed for trusting a company that would not take crimes such as burglary seriously. Not only has my family worked hard to have the possessions we have, but we have worked very hard to preserve the family heirlooms that have been pasted down for hundreds of years. These heirlooms are a way to remind me of loving wonderful family memories that I had. Now looking at these heirlooms all I see is disappointment and the only thing I feel is violation. These feelings are not only towards U haul but also in myself for trusting U haul with thousands of dollars of personal property. Upon renting a storage unit the employees at the Yakima storage facility ensured me that my possessions would be safe.

Mr. [redacted] you assured me on the phone that you were going to make this right. In regards to my property that was stolen, thank you for that. Please know that when I say this it is nothing personal, but I have a hard time believing that U haul will actually replace all the things that have been wrongful taken from my family and damaged in the incident. The memories that came along with those possessions do no hold a price tag and will never be able to be replaced. The U haul employees at the Yakima location lacked information on how to handle a burglary properly.

This has potently costs my family the opportunity to get our belongings back and to maintain our privacy because the intimate sexual nature of home videos that my wife and I made together. I mention our privacy because I was raised in Selah, WA and Yakima, WA my entire life and know a majority of the people who reside there. I attended all my schooling there and lived there after graduating for a long time. Unfortunately the private videos my wife and I made are missing and when finding out that our storage unit had been potentially tampered with we then grew desperate to get a hold of an employee for conformation if someone had actually broken into our storage unit or if the latch did indeed “fall off.” Not only has my property been damaged, we are missing thousands of dollars in property, and my PRIVATE HOME SEX MOVIES ARE FLOATING AROUND IN THE CITY I GREW UP IN. If any of my former peers, current peers, brothers or sisters, and especially if my mother and father ever found out it would ruin my life and reputation.

At the very least we expect U haul to replace the property listed below and be reimbursed for the money we spent for storing our property in a U haul storage facility; considering all of the things we have been through involving U haul as a whole company. We looked for receipts for our property, however we are unable to locate them and believe they may have been in the storage unit along with other important documents that are missing.

Damaged Items:

1. Infrared Gas Grill- The side trays have been severely bent and damaged, Along with being severely scratched up.($800)

2. Mizuno Bat Bag - the straps have been cut ($70)

3. Family antique Vanity over a 100 years old - the brackets have been broken off completely from the mirror and the front and top have been several scratched to the point on grooving the wood, and a bottle of nail polish had been broken open and spilled on it. In 1987 my father had the vanity appraised by a professional and found it to be worth 3000 dollars then. I can’t imagine what it going to cost to restore this irreplaceable family heirloom.($3000)

4. George foreman grill(counter top grill)-busted in to pieces($80)

5. Love seat to complete a matching set- One side of the love seat (arm of couch)- wood frame is broken ($200)

6. Six drawer dresser- leg is broken off($150)

Stolen Property:

1. Lawn Mower-($600)

2. Weed eater($150)

3. Skill saw ($200)

4. Jigsaw($70)

5. Three Drills ($450)

6. Two battery packs and wall charger for dills($120)

7. Ratchet set($250)

8. Drill bit (set)($30)

9. Drill drive set($15)

10. Hole saw set ($15)

11. Three Hammers (set) ($75)

12. Three different sets of screw driver # of pieces in sets range between 20-50 pieces in each set ($115)

13. Metal tool box ($150)

14. Two vice grips($40)

15. One channel lock ($15)

16. One set of three Crescent wrench’s ($25)

17. One crescent wrench($30)

18. Sawzall ($300)

19. One miter box($50)

20. Two rakes landscaping rake and leave rake ($45)

21. One Penetration shovel ($100)

22. Two round point shovels($30)

23. Two hand pruners ($35)

24. One shop broom($50)

25. Ten extension cords ($200)

26. One six foot ladder ($80)

27. One wet/dry vac ($65)

28. Attachments’ for shop vac ($45)

29. One mizuno Catcher mitt($200)

30. One set of three tungsten soft tip darts ($130)

31. One set of three steel tip darts($65)

32. Two night stand lamps($150)

33. One set of car ramps($70)

34. Two north face jackets (340)

35. Two north face sweaters ($115)

36. Two Skill saw Blades and one set of Jig saw blades ($170)Desired Settlement: I want U haul to cover the cost for all my stolen items. I want U haul to cover the costs of all my damaged property. I want U haul to refund me to cost of my storage unit for the past 6 months. Last but not least I want U haul to cover the pain and suffering I have received from their employees being negligent.

Business

Response:

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Inland Northwest regional office located in Spokane, followed up on the information Mrs. [redacted] provided. He informed our office he was aware of Mrs. [redacted]’s claim and has been in contact with her and RepWest Insurance Company. He is in receipt of a list of her damaged and/or stolen items and relayed that the claim is still under investigation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The only response we have received from Mr. [redacted] is that they are checking the video from the Yakima UHaul location, but RepWest has informed us there was magically no cameras working on the aisle of our storage unit. I feel it is fairly concerning that at first our latch just "fell off" and now they are checking video that doesn't exist. I am completing the information for the insurance company, but I will be contacting my lawyer if I do not receive more information soon regarding the failure of the Yakima UHaul.

Regards,

[redacted] & [redacted]

Business

Response:

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised since Mrs. [redacted]’s concerns are being handled by RepWest Insurance Company, Mrs. [redacted] can contact her adjuster, [redacted], to obtain the status on her claim. Ms. [redacted] can be reached at ###-###-####, ext. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

This isn't just about my items that were stolen it's about the negligence and irresponsibility of uhaul and it's employees to not call the police on a break in and to lie and am say the latch "fell off." I am appalled by um this business. I will be talking to the news and my lawyers about this if it is not resolved quickly.

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,

[redacted] & [redacted]

Review: Made a reservation for a rental truck for the 27 of July several weeks ago and to be picked up at 10 AM. I have to move today to [redacted] from Vancouver. I am now working in [redacted] and I have drived more than 660 Kms. just to move our stuff from vancouver to [redacted] but the U-haul truck is not available and they dont when they can give me a truck. The rent of my place in vancouver will end today a new tenant will move tomorrow.I have friends from [redacted] who came along with me to help me move and drive my family to [redacted] while I will be driving the truck.Desired Settlement: If they cannot provide a truck then they have to pay the place im renting and the time and gas that I drive from Quesnel to Vancouver and Back. and the stress that we have experience with me and the whole family.

Business

Response:

August 13, 2012

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

Mr. Horace Martin, our President for the U-Haul Company of British Columbia, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and confirmed he did receive a truck after a delay. The rental was discounted by $75.00 as an adjustment. During the conversation the call was disconnected. Mr. Martin called Mr. [redacted] back but was unable to reach him.

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 reserved an auto transport online to pick up at Watertown Truck & Trailer in Watertown, SD. When I went to pick it up a man who worked there told me I could not tow the trailer with my vehicle because it was too low to the ground. I was advised by WT&T to call Transportation in Fargo, ND. [redacted] in Fargo told me I could use a tow dolly after asking me specifics about my vehicle...2003 Ford Escape...4WD...6 cyl. I found out later (after needing to bring my vehicle in for repairs due to towing it with a dolly) that she failed to tell me that if I used a dolly I would need to take it to a mechanic to have the drive train disconnected prior to towing then re-connected upon arrival at my destination. Due to this I was forced to replace the rear end and almost lost my job because I was transferring to ND and was delayed a week due to my vehicle needing repairs. After repeated calls and emails to RepWest ([redacted] was rude and lacked customer service skills...she does not return phone calls or emails) I find nobody returns my phone calls or emails. I was also charged for the entire first day I had the dolly when the only reason I could not make it out of town was because of the damage to my vehicle. The only reason my vehicle did not suffer further damage is because I ended up needing to remove it from the dolly and drive it one more time before I left town...which is when I found out it sounded funny forcing me to call a mechanic.Desired Settlement: I feel I should be reimbursed for the entire charge of the uhaul rental ($583), the first day I was charged for ($47.65) and reimbursed for the $1096.57 repair bill on my vehicle. I feel that is more than fair as I am not requesting compensation for the missed wages for an entire week at the USPS in Williston, ND.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 3[redacted]

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

We contacted both our President for the U-Haul Company of Fargo, [redacted], and the claims adjuster of RepWest Insurance Company, Audrey Stringham. Ms. [redacted] originally made a reservation with a U-Haul dealer in Watertown, SD to tow a 2003 Ford Escape on a U-Haul Auto Transport that was going to be towed with a motor home. On April 17th Ms. [redacted] drove the Ford Escape to the U-Haul dealer to pick up the Auto Transport. She intended to tow the Auto Transport to her home with the Ford Escape. However, she was advised by the dealer that her Ford was not fit to tow and to come back with the motor home so they can hook up the Auto Transport to the motor home. Rather than bring the motor home back, Ms. [redacted] decided to take a U-Haul Tow Dolly, which was hooked up to her Ford Escape and her contract was completed. Ms. [redacted] loaded the Ford Escape onto the Tow Dolly. Damages to the transmission were caused because the drive shaft was not disconnected prior to towing the Ford Escape. Her signed contract includes a memo to the customer advising them that simply placing the vehicle in neutral is not sufficient and that the drive shaft must be disconnected. The Tow Dolly also has printed instructions located on the fenders instructing the customer how to properly load the vehicle onto the Tow Dolly. Ms. [redacted] filed a claim on April 18, 2013. RepWest Insurance Company contacted her back on April 24th and explained it was her responsibility to read the contract and follow the instructions provided. Her claim was respectfully denied as she was provided the necessary information to successfully tow her 2003 Ford Escape. Ms. [redacted] was also advised the full amount of the rental fees were refunded in the interest of customer good faith.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was never credited for the rental as the resolution states. Also, some of the details are incorrect. This is not resolved. How do I proceed?

Please advise,

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Fargo, reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He explained that Ms. [redacted] had confirmed she received a refund for her rental and that her claim with RepWest Insurance Company had been denied.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I confirmed with Uhaul that I had received a refund of $47.65. This does not even begin to cover the $1100 damage bill to my vehicle due to their lack of information. Especially since they receive several thousands of dollars from me as I continue to rent their equipment. I am a single female and was packed and ready in at the business ready to leave town. The contract for the dolly looked exactly the same as the one I had just read and signed fifteen minutes previous for the auto transport (it was later pointed out to me there was fine print at the bottom of the second contract mentioning the possibility of needing to disconnect the drive train). I strongly believe it was the duty of the Uhaul rep from [redacted] to tell me, as I was there on the phone ready to head out of town, as she well knew because she was asking me all of my vehicle information as I sat in it. She informed me it would be just fine to use a dolly to tow my car...without mentioning my departure would be postponed by a trip to a mechanic because I would need to have the drive train disconnected. Why even bother asking me what type of vehicle I had? In addition, the Uhaul rep at the location I was picking up the equipment could have mentioned needing to delay my departure with a trip to a mechanic if I was going to use a dolly. Oversight on Uhaul's part for such an expensive repair is appalling. The mechanic informed me I was fortunate the damage wasn't worse.

Regards,

Review: I was involved in a car accident with a UHAUL van Nov. 30 2013. I did as someone was suppose to file claim with UHAUL's insurance company. They proceeded to want my information of vehicle, 2 estimates, injury release document signed and returned, pictures of my damages on vehicle, drivers license etc. I sent ALL information to UHAUL's insurance company [redacted] and received a letter that they would be responsible for injuries/damages. I chose to wait until after the holidays to get car fixed, I then called [redacted] to get my car into the shop Jan. 2, 2014 and the company informed me that the vehicle was under investigation and reported stolen and UHAUL's contract was breached by the person renting the UHAUL. [redacted] CANNOT get a hold of driver, nor can UHAUL, nor can I. I fought with [redacted] to just cover the damages on my vehicle that are under $1,300, my personal medical is taking car of our injuries of me and my 3 children who were also involved. [redacted] holds true to their word that its a third party accident and are not at liberty to give me the date the UHAUL was reported stolen. Dead end. I proceeded to turn around and call UHAUL AND FIND OUT POLICIES AND RETURN POLICIES and what I should do in a situation like this. A customer service manager was very helpful to his knowledge there is a process to recovering a "stolen" vehicle or piece of equipment. I was gave a GENERAL SCENARIO of what the insurance company gave me. The contract of the Van was Nov. 8-9th. If the van or piece of equipment is NOT returned in a week period UHAUL REPORTS IT STOLEN TO LOCAL AUTHORITIES AND STATE AUTHORITIES ETC. In this process of getting a hold of the person who rented and breached contract, UHAUL calls, or sends a certified letter, or has a UHAUL representative drive to location to try to contact customer and or recover van/equipment. GENERALLY could take up to a week for the process Im sure other situations longer.

After finding this helpful information out I was told to have a police investigation done ( I am currently trying to get a hold of Officer who came to scene ). I was told that Equipment Recovery would be more helpful on how the process works and how UHAUL can help because UHAUL sees this all the time and they do help people in my situation. I thanked the representative in customer service who's knowledge again is not a whole bunch and he transferred me. In speaking with Eqpts Recovery, the lady there was like talking to [redacted] a brick wall. At one point in time she DID attempt to take my name and the UHAUL truck number to see what information she could tell me, she came back to phone and said CONTACT [redacted]. I then asked for a supervisor or email to Corporate Office. I was then put on hold and spoke with Joel who claims he is in Corporate office. Joel informed me that he could not give me any information on if a truck or piece of equipment is stolen and I AM THE VICTIM IN A ACCIDENT WITH THEIR TRUCK and or piece of equipment. I explained that at the the time of the scene of my 911 call that the on call officer did NOT treat it like a "STOLEN VEHICLE" criminal act.

At the time the officer took my name, info, and children info and said I was free to leave the driver of the UHAUL needs to be taken to UHAUL for further information to be collected. The truck WAS returned to UHAUL Nov, 30,2013 and the UHAUL COMPANY in [redacted] let the truck go. According to information that [redacted] adjuster told me that I personally think either slipped out or was not truth was the truck was RECOVERED AT AN ABANDONED parking lot DEC. 4 2013. Nobody's story with this company adds up, nor are they willing to speak to me, I asked for them just to pay the lower cost estimate out on my vehicle. [redacted] adjuster said the van is just a vehicle with a UHAUL'S name and they are not at liberty to pay if a vehicle is stolen or a contract is breached. The gentleman also told me to think of how many days UHAUL WAS AT A LOSS OF MONEY that they could not rent to another family or customer. That is not my problem. Im at a loss too. I use MY insurance policy and pay my deductible of $500.00 my premium goes up because its a "3rd party accident" . In the long run I LOOSE money as a mother trying to survive with her children. UHAUL made up for the loss plus no damage to their vehicle right after it was recovered. At this company nobody is caring nor cares for someone who did NOT put money in UHAUL's company pocket. Also the Corporate gentleman did inform me that the customer service representative that only was trying to help a helpless person out will be spoken to and im sure reprimanded for speaking with me (the call was monitored and he said it would be tracked). I think that is very unfair but I am not even a customer at this point nor will ever be. I am currently seeking legal advice with an attorney here in [redacted] who would like to guide me, and it looks like I have to take UHAUL, [redacted] (U hauls personally owned inc co) and the driver to court. Also the renter of the vehicle has no contact information to get a hold of her. They don't look very well into who they rent to. How I see this as a victim, is you can rent a UHAUL for 24 hours, and not return it go around causing accidents until either caught or done and the victim who was hit by the OWNERS OF THE VEHICLES UHAUL is not at fault.Desired Settlement: All I asked for was my car to be fixed estimated costs are $1,300 or less with the second estimate. I do NOT WANT injury reinbursment, or rental or anything else just my car to get fixed.

Business

Response:

Thank you for forwarding Ms. [redacted] concerns to our office.Please be advised that the equipment involved in the accident was out of contract at the time of the accident, therefore, the contract is void. Third party liability coverage is not provided if there is not a valid contract in effect at the time of the accident. The last contract before the accident indicates the U-Haul van was rented on November 18, 2013 and due be back on November 22nd. When the equipment was not returned, a proper checklist was followed to get in contact with the lessee and retrieve our equipment. A demand letter was sent on November 27th and then on December 3, 2013 the van was found abandoned in a supermarket parking lot. Loss occurred on November 30, 2013. I’m sorry, however, U-Haul cannot be held for any damage or loss to Ms. [redacted]’ property.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

Subject: Uhaul Service

To whom it may concern,

On March 3rd 2013 when went to our storage room # 2064 at the UHaul facility on SE. Marina drive, Vancouver BC, we found the padlock missing and the sliding lock badly damaged and couldn’t be opened without the assistance of a UHaul worker who had to use tools to open it.

Janet Gyette accompanied us with this worker to help us open the door with the damaged lock. Before opening the door we asked Ms. Gyette if we should call the police first and she answered that it was not necessary as they deal with these issues internally. We followed her instructions and she also assured us that they would go through the video records and records of the swiping cards and alarms and the hidden security cameras to investigate this incident. She told us not to worry and that they would do everything to help us. She wrote a statement on their computer and told us to come the next day when they could give us more information.

With all this conundrum my husband and I were in a state of shock and denial that something like that could have happened in such a storage facility that advertises the premises as having maximum security and individually alarmed units. We didn’t even think of checking our second storage unit #1376 (located in the adjacent building) because we never thought this could have happened in the first place let alone both of them.

The next day we came to find out what happened, Michelle Benson (Center Manager) and her assistant Anabel, Horace T. Martin (Marketing Company President) and Sawez Khan (Area Field Rep.) told us that they could not give us any information at all contrary to what we were told the previous day. On top of this they said they could not help us and that we should call the police and deal with this issue ourselves.

Following instructions we called the police that came several hours later and while waiting my husband decided to have a look at our second storage unit #1376. The unit had been broken into in the same manner, the padlock was missing and the sliding lock was badly damaged. Again the unit had to be opened with the help of a Uhaul worker with some tools. Totally confused and trying to find out how both our storage units in such a secure building had been broken into and why either the alarms had not worked on both units and if they had worked why nobody reacted to them, the assistant manager Anabel made a following comment to us: she said I quote “We don’t know you, we don’t know what you do and probably you did the break in yourselves, or gave the information to others to do it”.

It was not enough that our storages had been broken into, some of our personal belongings stolen along with some private documents and information now we were being accused of doing it ourselves or being accomplices. It was a total humiliation as an individual, as a client, as a human being and as a professional. (My husband works in aviation security for many years and has all clearance and immaculate criminal record to do his job, my brother is a police officer in Europe and we are law abiding citizens).

We made our statement to constable Jason Ruzycki with the incident #13-32511.

Since that day we have been trying to find out what happened and how it happened but we are being denied any information, worse even, in our meeting with Sawez Khan today (Monday 11th) he reaffirmed the Uhaul position that they have no clue as to how this could have happened and that their suspicions still lay on us but then he added that if we had purchased their insurance we would not have a problem now and would not waist theirs and our time in lengthy discussions. This is an outrageous and insulting statement from another Uhaul representative.

We only ask from the Uhaul management to do a proper, impartial and honest investigation and inform us of what really happened.

Vladimir & Concepcion Stroganov

PS. For your information my husband is still recovering from a very bad car accident, his left arm is still partially paralyzed and can't be without assistance, as for my myself I'm very petite I weight under 100 pounds and physically it would be impossible for me to inflict such damage to these locks.

Our Contact Information:

Tels: [redacted] - [redacted] emails: [redacted] mailing address: [redacted]

Review: I had reserved a 6x12 enclosed trailer from uhaul.com. I was contacted and scheduled a time to pick the trailer up. Due to there not being a trailer in my area I was instructed to drive 18 miles one way to pick it up and I agreed that I would do that if I could drop it off at my town where I lived for the "local" price. The traffic department agreed. I went to pick up my trailer at 530 pm and the trailer was sitting there waiting on the yard. I walked into the dealer in guntersville alabama and they lady told me that I could not have the trailer because she had promised it to someone else. I contacted the traffic department, and they contacted the dealer to confirm that the trailer was not on reservation and it was only promised. I was told that I could not have the trailer and I would have to wait till the trailer I was assigned to was returned at an unknown time. I attempted to resolve the problem with the traffic department and they became combative. I told them to cancel my reservation and I would NOT pay the cancellation fee. I also told them I wanted a call from the president of the marketing company. I have yet to receive the call weeks later and several emails and phone calls to his office. The next day I got a call from the dealer asking if I still wanted the trailer, that I told them I had cancelled.Desired Settlement: I would like the $50 credit that is promised if they dont have the equipment or a big discount for the rental that I am going to make February 1st

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was scheduled for a 2:00pm pick up. There were two trailers at our U-Haul location. Mr. [redacted] called the location and rescheduled for pick up at 6:00pm and we scheduled him on the later returning trailer. Mr. [redacted] showed up earlier than he had been rescheduled to pick up the trailer but the other trailer was being rented out. Mr. [redacted] stated he did receive an email from Mr. [redacted] and he responded that he would contact him back, however, the Revdex.com file was received in the mean time.

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.

mr [redacted] NEVER attempted to contact me our return my callls and sent me an email saying he would call me on 1/20. I never got a call. the other trailer was not on reservation or rental but the dealer had verbally promised the trailer to someone with out taking a credit card or cash deposit per uhaul policy to guarantee the equipmemt. I had a reservation I should have been entitled to the equipment.

Regards,

Business

Response:

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, reviewed the information Mr. [redacted] relayed. Our dealer’s encounter with Mr. [redacted] was not pleasant due to the foul language and yelling Mr. [redacted] did while at the store. Mr. [redacted] explained he did in fact try and contact Mr. [redacted] to advise him how our U-Haul location was in the process of already renting out a trailer when he showed up early for his reservation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did not use foul language at the place of business when the trailer was attempted to be rented. U-Haul is using this against me to make me look like a bad person. Mr. [redacted] has still not made any attempt to talk to me in person, rather forwarding me voicemails regarding he will not talk to me due to the complaint that was filed. He has made no attempt to even listen to my side of the story, or talk with me over the phone leaving a return phone number, or email. He wants to avoid having to deal with the situation and would will not handle this accordingly. He decides to be a coward and hide behind the telephone, not realizing that without me, being a customer, he would not have the job he has. Mr. [redacted] does not realize that his actions have caused me to not only inform the local Revdex.com about his actions, but my friends and family as well, and while that may be just a few small people, it does affect his bottom line. I dont expect anything else from Mr. [redacted], or his company. They do not honor or support their customers who make reservations, or care for their profits or equipment, letting dealers make shady deals, not follow operating procedures, and not being attentive to customer needs. I hope you change your thought process and maybe you can make your marketing company successful.

Regards,

Review: Hello,

I called on Tuesday October 23rd to book a Uhaul in [redacted] for 8 am. he said no problem. I received a email confirmation yesterday stating 12:00pm pickup so I called and advised that I had asked for 8:00am originally. She said okay no problem. I gave my credit card information and advised [redacted] would be the one picking up. This morning, the day of the reservation [redacted] called me and said the reservation was for noon and he wasn't even authorized to pick up the trailer. I called the call center and they said I will need to pre-pay and to call the Arizona office so I did. At this point this has delayed our schedule by an hour! I called back to confirm I had pre-paid and was told that Uhaul doesn't take payment over the phone... anyways I spoke to a girl at the [redacted] branch because I want a discount. I was majorly inconvenienced at work dealing with this. [redacted] was majorly inconvenienced with this missing our scheduled ferry to bring the trailer to Vancouver and I was rudely told no because I had inconvenienced her by not knowing I needed some sort of attachment. I think that is a lousy excuse and I did everything on the phone this past week that I could possibly do. I confirmed everything, explained my entire situation only to be delayed and cost me work hours today. I am very disappointed and I want to be reimbursed. I understand mistakes happen, I work in customer service, but I also believe that when there are issues like this something needs to be done to maintain a positive company reputation.

Thanks,

[redacted]Desired Settlement: I would like a refund or a considerable discount please.

Business

Response:

October 31, 2012

Thank you for your

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

actually appears on the rental agreement.

Ms. [redacted], our

GM of our U-Haul Moving and Storage of [redacted], followed up on the

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

to Ms. [redacted] and offered her apology for the inconvenience they

experienced. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms.

[redacted] sent them a VIP Certificate that can be used

toward a future purchase or rental on the many products and services

U-Haul has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I met all conditions set forth in U-Haul's guarantee to receive $50 for equipment that was guaranteed not being delivered. I was contacted by email, which I can forward, which stated that "

This is confirmation that the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads you reserved is scheduled and guaranteed to pickup at 12:00 PM on 05/18/2014 at [redacted]." and the utility dolly nor the appliance dolly were available for pickup, nor could they direct me to another local location in which the items were available. According to their website [redacted] if the agreed upon equipment is not at the agreed upon location at the agreed upon time for pickup, then U-Haul will pay $50 as liquidated damages. I contacted U-Haul the day of the rental and was told that I would have to wait until I returned the moving van and furniture pads for there to be any further processing on the issue. I returned the moving van and furniture pads and once again contacted U-Haul on 5/23/2014, at which time I was told by the person on the phone that the guarantee does not apply to anything except the moving van. I asked for her to continue with the claim and add in the notes quotes from their actual guarantee which state that if the agreed upon equipment is not available that they will pay $50 as liquidated damages. She told me that the supervisor will review the claim and call in 2-3 business days to complete the claim. After a week and a half, I called back today, 6/3/2013 and was told yet again that the guarantee only applies to the moving van. The guarantee that they set forth applies to agreed upon equipment, which according to their email confirmation was "the 20' Moving Van, Utility Dolly, Appliance Dolly, and Furniture Pads". I am unsure if I can add attachments to this complaint, but I can provide the email, as well as the contract for the rental equipment which shows that I only received the 20' moving van and furniture pads.Desired Settlement: $50 in liquidated damages as stated in their guarantee on their website [redacted]

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him that our Traffic Manager had issued him the $50 Reservation Guarantee Fee back to his [redacted] account and should post on his next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Unfortunately my complaint does not fall under just one category. The complaint that I have has to do with billing, collection, customer service, incorrect information being given by staff to myself and each other. On December 6, 2013 I went into the U-Haul Store in Colorado located at [redacted] to pay for my storage unit located at [redacted]. Chonda Love, the Assistant Manager, in the Colorado store took my payment. I paid $36.80 using my debit card and $3.15 in cash. Ms.[redacted] informed me on 12/6/13 when I made the payment that she would be sending the manager of the [redacted] store a copy of my receipt verifying payment so that it would be credited to my account for unit #[redacted]. Well something told me to check to see if the payment had actually been credited to my account. Of course it had not and that is when the finger pointing began between the Georgia and Colorado Managers/General Staff. On several different occasions I was informed by the Georgia Store Manager, [redacted] that my account would be credited within minutes/hours/the next day. THIS IS SOMETHING THAT STILL HAS NOT HAPPENED and has been a month since I paid. No one seems to know what they are talking about and I am definitely going to sue U-Haul if this situation is not rectified and my things in storage are auctioned off. I thought that I would receive better customer service from someone at U-Haul, considering it is a nation wide company. I have lost sleep and shed many tears over this matter. I have even spoken to someone in the supposed Regional Office who could see the receipt and that the charges had been deducted from my bank account. I know that the things in my storage unit do not mean anything to anyone who works at U-Haul. However, they mean the world to me and these items cannot be replaced. I have done my part and now it is time for U-Haul to step up to the plate and do theirs. I need some type of compensation for this horrible experience!Desired Settlement: I would like to receive a free month of storage (this month),my December storage payment credited in the correct way as it should have been on the 6th of December and a written apology from U-Haul that addresses my specific concerns. I would also like a verbal apology from all people involved or shall I say not involved. With everything that I and my family (dealing with my anger tears and frustration)have been put through this is really not too much to ask.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office the funds were reapplied to Ms. [redacted]’s storage unit. Ms. [redacted] can speak to Ms. [redacted] if she has further concerns. Ms. [redacted] can be reached toll free at [redacted] or direct at ([redacted].Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have been a customer of U-haul for a very long time and spent thousands of dollars with these people who never have any respect for me or anyone I know. On the day in question I was told by an Uhaul employee that anyone over the age of 18 can drive the truck this is what I was told at the location!

Now weather thats right or wrong my brother was driving the truck got pulled over police took him to jail and the keys went with him. I called the uhaul the day it happened and told the GM she said ok I will extend the rental I said thank you. My brother was release the next morning he called me and I told him put the gas back in the truck and drop it off in which he did. I get a bill from uhaul for 2 extra days and gas replacement. which is not right the truck was returned the next day and they didn't check it in until later which is their fault and they claimed that it had no gas but he put the gas back so I was overcharged 79 dollars. I dont mind paying for something I did but I do mind if I didn't. Now the worse part of this is the rude staff that I have to deal with. I have heard hundreds of people saying how rude and disrespectful this company has been to the customer. I have also had that same treatment and at this point we are tired of spending our money with a company that has no respect for the customer. Something needs to be done about uhaul and there customer service I am going to go alot further with my complaint this time.

this is not the first time uhaul has screwed people they have over 5,000 complaints!!! Something is wrong with that picture!!!!!!!!!! Its time we are going to bring this to the front pageDesired Settlement: I want a refund of my $79.00

I also feel that the government need to get involved in u-haul's business and I will bring that up to the news stations and any other interested press

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:Good Morning Mr. [redacted], Per our earlier conversation, if you could please send a copy of the gas receipt showing the amount of fuel that was put into the U-Haul truck, I would greatly appreciate it. Once I receive that receipt I will let you know if a credit will be issued. Thank you for your time.Ms. [redacted] also mentioned that Mr. [redacted] did not inform our U-Haul location that his brother would be an additional driver on the U-Haul truck. His brother was arrested for driving on an invalid license while driving our truck. The truck was kept for an extra rental period, therefore, that fee cannot be refunded. Our GM informed Mr. [redacted] if he returned the truck within a 24-hour period, he would only be charged one rental period. The truck was, instead, received overnight. Ms. [redacted] is, however, willing to review his fuel receipt for reimbursement.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 am on auto pay for my monthly bill and I continue to be billed late fees and when addressed with management I was treated very rudely and was told that it was to bad. I called customer service and the issue was addressed, at the store level things were changed and I was told by store management that customer service can not make the changes that were made. The General Manager at this location exhibits poor customer service and client/customer relations. She also exhibits poor leadership. I have been a customer with U-haul for years and I have never had to deal with this type of unprofessional-ism. U-haul is unfortunately not my first choice anymore. U-haul has gone by the waste side. Poor choice in team members and Management.

Product_Or_Service: Storage UnitDesired Settlement: DesiredSettlementID: Refund

Refund my late fees total of $30.00.

Business

Response:

February 12, 2015

[redacted] ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] to address his concerns and was able to reach an amicable resolution. She explained he was late on his storage payment by 15 days in January and was also late in December, which the fee was waived. As a courtesy, Ms. [redacted] advised Mr. [redacted] a refund for the $30 late fee in January will be refunded.

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 was in this store and asked an associate for the rates to rent a truck. The associate quoted the advertised price but disclosed no other fees. I went a head and made a reservation. To my suprise when I came in to rent the truck I was told I needed $150 dollars in addition to the rental rate. I did not have that much money so I said I would have to cancel the reservation. I was then informed that I would be charged $50 dollars cancellation fee. This is very poor business practices and unethical.. Non of theese fees were disclosed in advance. It appears I am not the only one. As I stood in line, I listened to the lady in front of me losge the same exact complaint. I don't believe I should be liable for any fees if they were not clearly disclosed.Desired Settlement: I don't believe I should be charged a cancellation fee since I was not informed of this policy at the time I made an inquiry into the rental cost.}

Business

Response:

October 25, 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

she sent Ms. [redacted] an email offering her apology due to the fact she

was not advised of our cancellation policy or any additional costs in

regards to the rental. Ms. [redacted] assured her she instructed our GM

of our U-Haul Center involved to discuss the information with his

staff to ensure proper procedures are being followed locally. Ms.

[redacted] also explained that a cancellation fee was not charged to Ms.

[redacted]'s credit card account.

As we value Mr.

[redacted] as a customer, Ms. [redacted] sent her a $10 VIP Certificate that

can be used toward a future purchase or rental on the many products

and services U-Haul has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I reserved a truck for the 2 of June. I planned my whole move around this reservation as I am meeting my husband who is coming home from Kuwait. The day before my move I received a call from another store a long way out of my way about my new pickup location? This is very inconvenient and more expensive. I would have made other plans if I would have been told my reservation wasn't really a reservation...I made calls to customer service. No one could help or answer any questions. The regional manager was completely rude and basically told me it was my own fault and they send trucks wherever they want. Had I known this I wouldn't have done business with Uhaul at all. It seems like false advertisement and complete disregard for the consumer. Now I don't know what I am going to do!Desired Settlement: Truck availability at the location I reserved it for and the day I reserved it for, or Complimentary service and refund as I will now have to spend a lot more $ than was planned in my budget to move.

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mrs [redacted], I would like to apologize for any inconvenience or added stress this move may have caused. I will be refunding $50 to your card per our guaranteed reservation policy. Sincerely, [redacted] Executive Assistant U-Haul Company of Southern Kansas

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,

Dear Revdex.com,

A $50 return payment for the cancelation of my reservation is unacceptable. I feel Uhaul does whatever they want concerning moving trucks to different locations based on people who will spend more money on packing accessories etc. the change of reservation location was told to me the day before my move. The location was an hour out of my way. I also lost all my help for packing because my family made plans for early that morning and had other plans that afternoon. This company uses false advertisement and a monopoly on the truck moving industry that let's them do whatever they want. I have read many complaints like mine and worse. They are not sorry. They don't care to resolve issues in a professional manner. And they are allowed to continue with no consequences. I am disgusted by their behavior and lack of professionalism.

Review: I made a one time payment of $307.70 on January 29, 2013 from my checking account to pay for my son's storage locker with U-Haul. The payments were to cover a six month period, from January - June. on July 27, 2013, August 19, 2013 unauthorized payments of $47.95 were deducted from my account. I contacted the owner of U-Haul, who was not available; so I spoke to an [redacted] who indicated I could not get my money back unless I brought my son in with me. I did not authorize any additional payments from my account for his storage locker and I want my money back. I sent several letters to the owner who has yet to respond. I have filed forgery/fraudulent charges with my bank against this company. The payments should be taken up with my son- not me as I have not signed a contract with for any storage space.Desired Settlement: I want U-Haul to reimburse my checking account for the unauthorized withdrawals and to stop withdrawing funds from my checking account for this storage unit.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], a Senior Customer Service Representative, sent the following email to Ms. [redacted]:Ms. [redacted], We received your letter from the Revdex.com. In order for me to get your concerns to the appropriate person I would need to know which storage location you are referring to. Would you please give me the address of the location, including city and state. Would you also provide your son's name if it's his name on the contract. Thank you for your time. [redacted] Sr. Customer Service CoordinatorOur 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

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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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