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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: I RENTED ONE OF THEIR TRUCKS,ABOUT 2 HOURS AFTER PICKING IT UP,IT BROKE DOWN,THE ONLY THING I WAS ABLE TO GET WAS MY CHAIR AND AVACUM,I CALLED THEIR DISPATCH NUMBER ALL EVENING,FINALLY THE NEXT DAY I GOT SOMEONE TOLD THEM WHERE I WAS,THEY NEVER CAME,I HAD TO STAY IN THE TRUCK TWO DAYS AND I'M DISABLED ,I HAD TO DEPEND ON STRANGERS PASSING BY TO USE THEIR PHONE BECAUSE I DON'T HAVE A CELL PHONE,I CALLED AGAIN,THEY SAID THEY COULDN'T FIND ME,AGAIN SAMETHING ,I LITERALLY HAD TO STAY TO STAY IN THE TRUCK BECAUSE OF MY THINGS ON THEIR,I WOULD GO USE THE BATHROOM IN THE DAY AND EAT AND SLEEP ON THE TRUCK,IT WAS ONLY TWO ITEMS BUT I HAVE RECENTLY HAD ITEMS STOLEN SO IT MEANT MORE TO ME,I CALLED AGAIN ,UESED A STRNGERS PHONE,HE GAVE THEM DIRECTIONS AND THEY ASKED ME FOR HIS PHONE NUMBER ,HE SAID NO AND I DIDN'T KNOW HIM ,I WASN'T STAYOING WITH HIM SO HE COULD KILL OR RAPE ME,I CALLE DEBRYTIME I COULD I GAVE THEM MY COUNSIN'S NUMBER TO CONTACT HER IF THEY HAD ANY IDEAS AND SHE COULD TELL THEM HOW TO GET THEIR,STILL THEY NEVER SHOWED UP.I ASKED THE CUSTOMER SERVICE REP AM I GOING TO BE CHARGED FOR THIS SHE SAID NO,I FINALLY GOT A PHONE AGAIN AND CALLED TRIPLE AAA ,THEY FOUND ME,NO PROBLEM,HE HOOKED UP THE TRUCK,SWIPED MY CARD AND DECLINED ,UHAUL TOOK THE MONEY OFF MY CARD,HE UNOOKED THE TRUCK,I CALLED AGIAN,THEY STAILL DON'T KNOW HOW TO FIND ME,I CALLED AGAIN,AGAIN AND AGAIN,THE TRIPLE AA GENTLEMEN SAID HE WOULD SEE WHAT HE COULD DO.2 DAYS LATER TRIPLE AAA GOT THE TRUCK STARTED(BAD BATTERY ,LOOSE WIRE) AND I IMMEDIATELY DROPPED THE TRUCK OFF,AFTER 9 DAYS,I DROPPED IT OFF ON A TUESDAY,CONTACTED THE CUSTOMER SERVICE PERSON,THEY STILL HAD'T CHECKED THE TRUCK IN ,AND SHE SAID SHE DIDN'T KNOW WHY,AFTER A WEEK THEY STILL DIDN'T CHECK THE TRUCK IN,IT TOOK A WEEK AND 2 DAYS BEFORE THEY CHECKED THE TRUCK IN,THEN WHEN I TRYED TO SPEAK WITH THEIR DISTRICT OFFICE ,THEY ALL OUR SARCASTIC,DISTRICT MANAGER SECRATARY WON'T TAKE THE CALL,OR RETURN CALLL,I HERE THEM CRACKINGJPOKES IN THE BACK OF THE PHONE,CUSTOMER SAYS I SIGNED A PROMISSORARY NOTE SAYING I OWE $1200 ,I NEVER SIGNED OR SAID I OWED OR WAS PAYING FOR ANYTHING,THEY WEREN'T SUPPOSE TO TAKE MY MONEY OFF MY CARD,UNTIL THE TRUK CAME BACK,THAT IS THE SET UP FOR ALL THEIR FACILITY'S ANDI'M NOT PAYING FOR A BROKE DOWN TRUCK THAT I HAD TO STAY IN FOR 8.5 DAYS AND THEN I CALLED CORPORATE OFFICE LEFT A MESSAGE FOR THEIR AMERCO SITE,THEN I CALLED EDWARD SCHOEN AND JOHN C.TAYLOR'S OFFICE SPOKE TO THEIR ASSISTANTS TOLD THEM WHAT HAPPENED THEY SAID THEY SEE ,AND THAT SHOULD HAVE BEEN HANDLED ,THEY BOTH HUNG UP ON ME AND NEVER CALLED BACK AND I GAVE THEM THE NUMBER WHEN WE FIRST BEGAN TALKING BECAUSE I WAS TRYING TO LEAVE A MESSAGE FOR THEIR BOSSES,I THEN LEFT A EMAIL AND VOICE MAIL FOR TO MORE EXECUTIVES,SEBASTEIN RYES AND ROBERT T. PETERSON AND NOT ONE OF THE FOUR OR THEIR ASSTIANTS CALLED ME BACK...SO THEY LEAVE A DISABLED WOMAN STRANDED ON A DARK ROAD FOR DAYS AND NIGHTS SO SHE CAN GET MURDERED,RAPED OR WHATEVER AND THEY ALL IGNORE IT!!!!!!!Desired Settlement: I WANT MY MONEY PUT BACK ON MY CREDIT CARD,MY NAE TAKEN OFF THE LIST AND A APOLOGY!!!!!!!!!!!!!I COULD BE DEAD AND THEY WOULDN'T HAVE EVEN BLINKED!!!!!!!AND THE EMPLOYEES ACT LIKE THAT BECAUSE THE EXECUTIVES DO AND I DIN'T PLACE MY PHONE NUMBER ON HERE BECAUSE WHEN THE DISTRICT OFFICE HAD IT ,I KEPT GETTING HANG UP CALLS AND I COULD HEAR THEM IN THE BACKGROUND,SO I'M NOT GOING TO TAKE ANY MORE ABUSE FROM THEM!!!!!!!!!THIS COMPLAINT HAS TO DO WITH THEIR LOCATION ON TARA BLVD IN JONESBORO,GA AND THEIR DISTRICT OFFICE IS IN COLLEGE PARK ,GA...

Business

Response:

September 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of Western GA, has attempted to reach Ms. [redacted], however, she found that the telephone numbers listed to be non-working numbers. Ms. [redacted] can reach Ms. [redacted] toll free at [redacted] or direct at ###-###-####. Ms. [redacted] looks forward to addressing Ms. [redacted]’s concerns and reaching a fair resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]I DON'T ACCEPT THIS BECAUSE ,MS.MILLER IS THE PERSON,I KEPT CONTACTING ,WHO WOULD NEVER ANSWERED WHEN I CALLED,WHOSE OFFICE WAS LAUGHING EACH TIME I CALLED AND WHO PUT ME DOWN WITH A PROMISSARY NOTE,I STATED IN MY COMPLAINT I WANTED TO SPEAK WITH CORPORATE OR SOMEONE ELSE,I 'M NOT SPEAKING WITH THE PERSON OR EVEN TRYING TO CONTACT SOMEONE WHO GAVE ME A HARD TIME,SO SHE CAN GIVE ME A HRAD TIME AGAIN ,I WILL NOT BE MADE A FOOL OF AGAIN BY HER OFFICE,I WOULD RATHER GO TO THE MEDIA,IF I CAN'T SPEAK WITH SOMEONE ELSE AND ACCORDING TO THEIR OFFICE MY CARD SHOULD HAVE NEVER BEEN CHARGED TILL I RETURNED AND SINCE THEY KNEW I WAS A BREAK DOWN ,IT SHOULD HAVE NEVER BEEN CHARGED AT ALL AND THAT IS ACCORDING TO THEIR POLICY....SO ACTUALLY THEIR IS NOTHING TO DISCUSS BECAUSE THEIR COMPANY BROKE THEIR POLICY ON TWO ISSUES AND I DEALT WITH SOMEONE WHO WAS MAKING A JOKE OUT OF MY ISSUE..

Regards,

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western GA regional office, reviewed the information Ms. [redacted] provided. She reviewed the notes in the breakdown call as well as what was documented on the rental contract in regards to trying to reach Ms. [redacted] and retrieve our truck. Ms. [redacted] did send an email to Ms. [redacted] requesting a call to personally address her concerns, however, Ms. [redacted] emailed Ms. [redacted] back advising her she did not wish to speak to her. Please be advised our service providers we sent to assist Ms. [redacted] could never find her with the location information she provided, nor was there a way to reach her by phone. Ms. [redacted] had the truck for 18 days. When she did return the truck she indicated she left the key under the mat in the truck. Our trucks do not have floor mats. Once the truck was returned, Ms. [redacted] relayed that it continues to be rented with no mechanical issues. After a review of the information at hand, Ms. [redacted] also relayed that a refund will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

tALL OF THAT IS A LIE ,I DIDN'T HAVE THE TRUCK FOR EIGHTEEN DAYS IT TOOK THEM A ADDITIONAL 9 DAYS TO CHECK THE TRUCK IN AND I SAID UNDER THE SEAT ,THIS IS WHY I DON'Y WISH TO TALK TO HER BECAUSE SHE IS A LIER.THEY SAID THEY COULDN'T FIND M,E,THEIR NEVER CAME TO THE LOCATION,ALL OF THEIR CALLS ARE RECOREDED AND I WOULD LIKE THE RECORDINGS PULLED WHERE I CALLED,WHERE I SPOKE TO CUSTOMER SERBICE AND THEY SAID I WOULDN'T BE CHARGED BECAUSE THEY COULDN'T FIND ME AND WHERE I TURNED IT IN AND THE OPERATOR CALLED TO ASK THEM WHY THEY HADN'T CHECKED IT IN,I ALSO HAVE AAA THAT SAID THE BATTERY WAS DEAD AND A WIRE WAS LOSE,OF COURSE IT WORKS NOW(THEY FIXED IT )YOU'D HAVE TO BE STUPID NOT TO UNDERSTAND THAT,I WILL JUST GO THE MEDIA AND HAVE THEM LET THE PUBLIC KNOW HOW UHUAL NEVER SHOWED UP,,AND YOU TOOK MY MONEY BEFORE YOU WERE SUPPOSE TO AND YOU LEFT A DISABLED WOMAN STRANDED,LAUGHED AT HER,TOOK HER MONEY AND CONTINUE TO LIE AND ALL TAPED CONVERSATIONS WILL SHOW THAT...

Review: I rented a 20 foot truck from [redacted] as well as a large trailer to haul my caravan on. I left [redacted] headed to [redacted] on the 28th at 4:30 AM. The vehicle handled fine until I had a flat in the truck, the tire was a retread tire and it peeled away in [redacted]. I contacted uhaul and let them know I had my 2 cats and rabbit in the van on tow. I had to leave the van running to keep them cool. I also had my disabled daughter in the truck with our dog, so I had to leave that vehicle running with air as well. I waited one hour for the repair guy to come, and he put on a new tire and I was on my way within 2 hours. I then proceeded onward and ended up with another flat around 1AM which was on the trailer this time passenger side, in [redacted], the guy came and replaced the tire and went on his way. I waited approx 2 hours this time. I took off and instantly had an issue with the tire that was installed. I first thought it was the road, but it wasn't the tire that was installed was bad. I got onto the highway and the noise stopped. A passer by flagged me down and I looked back, the tire was on fire, it melted the tire behind it. I called uhaul they said 75 minutes, I waited the whole 75 minutes and didn't hear a word. Uhaul finally calls me and says, they didn't find the tire, and they are going to try another garage, it would be at least another 75 minute wait. I waited the period of time and uhaul calls me saying they got us a room at a days inn and the guy coming will take the trailer and transport us to the hotel. The guy came, loaded up my van on the back of his wrecker with my pets in it, then the trailer. He then said he wasn't going to a hotel. I had to call uhaul again and spent another hour trying to get this fixed. Finally we get to the hotel, the lady at the desk doesn't understand what is going on. I called uhaul they said they would fax over the paperwork for our room and it would cover the pets. I waited approx. an hour, and finally they had the paperwork needed, but the pets weren't covered. I had to call uhaul again, and report this issue, of which was fixed, but now it is morning and I have only a few hours to be in the room before I have to leave. I found out that my disabled daughter was peeing in her pillow while we were broken down, because since she has mental health issues, she was afraid to let me know, since the only place she could go was outside in the dark.

After being at the hotel for a little bit to shower and clean up, I called uhaul and they said my trailer would be on its way in a bit. They said a nail was in it, I said that is impossible, it blew out, and there was no tire left, it melted. I have pictures of all the flats that happened. I hanged up and eventually the repair guy got there and I asked him about the nail. He said no nail could of caused that, I don't know where they got that information. Now the repair guy was a uhaul employee, and he agreed with me that no nail caused it. It was the tire itself. It took me 45 hours to get to my destination with no rest. I had a sick 1 year old up in NH that I had to get too. I should of been there in 28 tops. Plus I had to waste so much fuel in idle.Desired Settlement: I just want my full refund $944.68

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for $361 as an adjustment on his rental. The refund was issued to his Visa 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

I was traveling on business to Tallahassee. I ordered several packages to be sent to my storage unit. Unfortunately, when I placed my order I put down the wrong storage address for the shipping information (the wrong address was the U-Haul in Tallahassee on [redacted]. At that point, it was too late to change the address and therefore my only option was to wait at U-Haul until the packages arrived. As soon as it arrived the manager of U-Haul, [redacted], was extremely belligerent towards me. He ordered me to get off of his property and would not allow me to receive my packages. I did not receive a formal greeting nor was I given the opportunity to explain the situation. I have witnesses to attest to his behavior towards me, including the shipping company delivering my packages (I won't disclose the shipping company that delivered my packages, although they were extremely helpful and they ultimately went to my correct address). [redacted] was very rude and not courteous at all. Before I even had a chance to speak he was yelling at my face. When I finally had the chance to speak, I mentioned to [redacted] that I had ordered these packages and they were sent to this storage address by mistake. I also mentioned that I was not from Tallahassee, as this my first time in the area. [redacted] was not understanding and he had very poor customer service skills. I have been in the customer service industry with the top leading service companies in the world for over 9 years. I am now the owner of my very own professional service business. To see how he represented himself and the company was appalling. I have been a U-Haul customer for several years for personal use and business use. After this experience, I will not return my business to U-Haul. What's unfortunate is that [redacted] was the Manager. He is not a good example of a leader for the community nor his peers in the company. He should not be held at this high position if he's going to treat customers this way. [redacted] never apologized and never sought to make amends or resolve this issue. [redacted]’s behavior was absolutely unacceptable. I suggest re-considering him for this position.

Review: Hi

Where do I begin with this massive migraine. My husband and I and our two dogs moved from [redacted] on June 27th 2013. My husband [redacted] called the [redacted] which is where you can make reservations for their products. We reserved a car dolly and a U-Box which was to be shipped to [redacted] because they do not have a location in [redacted]. So the day came when we needed to get our U Box and load it up they took their money and everything was fine so I thought. The next day My husband gets a call from the local U-haul store where [redacted]s the general manager and they ask my husband [redacted] if they can give our U BOX to another customer because they were in dire need of one.

Keep this in mind this is after they took their monthly rental fee of $86 and some change. My husband [redacted] kindly replies with no you cannot. Our U-box since they didn't have an adequate sized storage facility was on a trailer in the parking lot [redacted] said that if we didn't start loading our stuff in the U-box that he would starting charging us a daily rental rate of $16.31 that is with tax mind you. So he gave us 48 hours to load our U-box I decided at that point to pay for a day for the trailer rental take it to our house load it and bring it back to [redacted] location. Once the U-box was dropped off on 6-21-2013 it was supposed to be shipped (shipped meaning it was to go from U-haul on [redacted] then be put on Semi for transportation to [redacted]) and somebody from U-box of [redacted] was supposed to call us to get payment to ship the U-box even though they had taken my credit card information to charge for the U-box when I was originally on the phone with [redacted]

U-box of [redacted] never called we called them daily starting from 6-23-13 to see if they needed payment and if our U-box had shipped like it was supposed to of course there was no call back at this time we were already on the road to [redacted] and still weren't able to reach anybody and on the 26th had left 4 messages. We had spoke with a U-haul distributor here in [redacted] by the name of [redacted] to try and find out where our U-box was he said it was still in [redacted] and wasn't shipped this was on 7-1-13 he had given us the phone number to contact [redacted] who is the general manager for U-Box of [redacted] he didn't even know where our U-box was and he said he would call us back, but didn't call us back until we had filed a customer objection which was 10 days later in which case they only had 48 hours to respond.

It wasn't until 7-1-13 that we were able to get a hold of [redacted] at U-box of [redacted] that said our U-box was still at the distribution center in [redacted] and that it hadn't shipped and at this same time we were told that the lady who runs it and takes care of the shipments was a no call no show so we told [redacted] that is needed to be shipped on 7-1-13, but they didn't ship it and she told us it would be here no later than July 9th, 2013. We called to verify that they did do their job and ship the U-box on July 3rd, 2013 and it still wasn't shipped yet until later that day because they said they had paper work to do and they had to schedule somebody to pick up our U-box and that they were at the mercy of the freight companies. So July 9th came and we called the distribution office in [redacted] but [redacted] wasn't available so I had to speak with [redacted] instead and I asked if a manager was available and she said no so I explained the situation to her then I asked her if anybody was available to help me with my situation and she said I don't know and keep in mind she is the manager.

Then after I talked to her I spoke with [redacted] from Corporate in [redacted] who is really nice and helpful to explain the situation and he helped me file the u-haul customer objection form then he told me it would be 24-48 hours before somebody from corporate would call me to resolve the problem and [redacted]'s executive assistant [redacted] called to speak with [redacted] for [redacted] to provide a resolution we asked for $1,232.39 (we were charged $1,060 for the U-box) which is what we spent on household necessities, and food that we were without due to our U-box not being shipped on time which had our household necessities, pots and pans, and many other things we had to re-buy. I talked to [redacted] at the [redacted] U-haul to have him help us locate and figure out when our U-box would be here and he said the 9th between 1pm and 4pm.

At 3:53pm [redacted] called and said he had bad news that the Semi transporting our stuff had a flat and that it was re-scheduled to come in on July 10th no later than 9am and mind you both times this is what Corporate in [redacted] told him. I called [redacted] at the [redacted] location at 10:06am on 7-10-13 because we didn't hear anything he told us our U-box had arrived. If my belongings were here on July 2nd, 2013 like they were supposed to be we could have waited the couple days, but to be without your stuff for 10 days after moving to a new area what are you to do. [redacted] calls back talking about how [redacted]'s saying he would only refund us $300.00 and [redacted] told her that was ridiculous and that was unacceptable and to take it back to [redacted] so she did.

Then [redacted] called back two hours later and that they could only do $300 and that it was 30% of what we paid so I told him that is ridiculous and told them to at least go halfway with us and he said our stuff was only 3 days late when it was 5 days late [redacted] told him they have lousy customer service and she asked him if this is how he runs his company and he replied with yes and said most of the U-boxes get shipped on time and that some do fall through the cracks like our U-box did and basically made me feel like it was my fault and that I was being an unreasonable customer at this point I put my Husband [redacted] on the phone.

I was trying to reason with [redacted], but he wasn't willing to reason, he also pointed out that there is no fault level's or payments for faults...that nobody at u-haul was at fault either. I said How much is a customer worth to U-haul and [redacted] said that we aren't ever going with U-haul again so that it doesn't matter anyway and he said that it seemed like the only thing he could to make us happy was to give us a full refund that he wasn't going to do that when I told him again just meet us halfway which he wasn't willing to do yet again. So instead of getting nowhere on the phone with [redacted] he said he was giving us a $300.00 refund and we ended the call.

P.S. the entire time U-haul had our credit card on file so they could of shipped it at any time. Oh yeah [redacted] from U-box of [redacted] tried to charge my credit card a second time so they could get a double payment and I demanded that she didn't that was the only thing she did right since U-haul had already charged my card 4 days prior to her trying to charge my card again.Desired Settlement: We asked for $1,232.39 [redacted] only said they are refunding $300.00 which they haven't done yet...we asked them to meet us halfway which was very reasonable considering our situation [redacted] was unwilling to do so. They still need to compensate us asking for half totals $616.19

Business

Response:

July 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted] whose name actually appears on the U-Haul contract.

Mr[redacted] our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office Mr. [redacted] and Ms. [redacted] started to load the U-Box, which was on a U-Box U-Haul trailer, at our U-Haul Center on June 11th and did not finish until June 22nd. They were advised on several occasions that they needed to finish loading the U-Box so it could be delivered to the warehouse, plus we also had another reservation on the U-Box trailer. Mr. [redacted] was only charged for 1 day use of the U-Box trailer, although they kept it for 10 days, which was a savings to them of $150. Mr. [redacted] explained to Mr. [redacted] that from the time we take payment for the shipping of the U-Box, estimated time of delivery is 10 business days. We were 2 days late on the delivery. Mr. [redacted] offered his apology and relayed he could issue him $100 a day for the 2 day late delivery. However, he offered a refund of $300 in the interest of customer good faith. Mr. [redacted] stated he was requesting over $1,200 due to the fact they purchased new items before their box arrived. Mr. [redacted] put Ms. [redacted] on the phone and Mr. [redacted] tried to explain he was offering a refund for 30%, while we really weren’t required to issue a refund at all. Ms. [redacted] continued to yell on the phone and insisted on a refund for the new items they decided to buy. Mr. [redacted] advised them we do not refund for purchased items and issued the refund for $300 when he got off the phone with them. No further refund or adjustment will be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a 17' truck and an appliance dolly on Nov 7th 2014. The lady at the front desk informed me that I had to fill the tank to exactly (Don't know how this is physically possible unless it's a full tank) the same level as where I found it (3/4 Tank in this case). When I was filling the tank at the gas station (Which was at 1/2 tank at the time), I made sure to pay close attention to the gas level indicator until it reached the 3/4 level and I stopped pumping. To my utter amazement (pun intended) the level indicator proceeded on to show full tank. Obviously this is not my personal vehicle and I couldn't judge how to gauge filling a 37 gallon gas tank. I called the lady aforementioned at the front desk a couple of days later only to be told that the contract stipulated the exact amount only and that no refund/ credit would be afforded to my account. Why couldn't the contract policy stipulate that the truck be returned with a full tank as rental car agreements do? My opinion is that they figured a way to swindle customers who overpay by hiding behind the facade of " Contract" clause.Desired Settlement: DesiredSettlementID: Refund

I payed $28 to fill the tank from 1/2 way. I should be reimbursed $14 for the excess payment.It is not physically possible to fill the gas tank to exactly where the previous renter had it without instantly solving a complex fluid mechanics computation of maximum capacity minus gas usage. Unless of course it's to a full tank.

Business

Response:

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a detailed message for Ms. [redacted] and offered his apology for the inconvenience she experienced. A refund for $28 was issued for fuel back to Ms. [redacted]’s Visa account, which should post on her next credit card statement. Mr. [redacted] left his call back number in case she had further questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On 9/22/14, I called U-Haul Moving & Storage at their [redacted], Bloomington, Il 61701 location @ ###-###-####. A man named [redacted] answered the phone and I asked if there were any 26 foot trucks available and if UHAUL had any movers available on short notice. [redacted] confirmed that there was a truck available and he was available to do the move. He advised me to come in to the office listed above and rent the truck. I went in to the office, met [redacted] working behind the counter, paid for the truck and made arrangements to meet [redacted] in an hour at the U-Haul location listed above. I did go back and meet him about an hour later- around 2pm. [redacted] drove the UHAUL truck and followed me to my home. I went through the home showing [redacted] and the young lady with him what needed to go and what needed to stay. He and the young lady that rode with him began loading the truck so I went to get my daughter from school and meet them at the new home. They assured me they had everything under control. [redacted] drove the UHAUL truck from my former home in Normal, Illinois to my new home in LeRoy, Illinois. When they arrived, they unloaded the truck. When the work was complete, I paid him $400 cash as he quoted me at the UHAUL office. After he left, we started finding damage on every piece of furniture he moved, holes and scratches on the walls of the home I just purchased, and many, many items he left behind at the old house. A day or two later, [redacted] texted me asking for more money for gas. I asked him for his insurance information and told him of the extensive damage and he did not reply. I contacted and filed a claim against my renters policy at State Farm but it was not a covered issue. The claims adjustor advised me to contact UHAULS corporate office and file a claim with them. I did contact UHAUL and corresponded with [redacted]@uhaul.com) who said she escalated the issue to my Marketing Co President [redacted] stated they are not responsible because U-Haul MOVING co does not MOVE peopleDesired Settlement: DesiredSettlementID: Replacement

I want to be compensated for the $400 [redacted] got me to pay him by presenting himself as a mover aligned with UHAUL MOVING AND STORAGE. iN ADDITION, I would like compensation for the items damaged by [redacted], the employee who I hired to MOVE me from U-HAUL MOVING AND STORAGE. In addition, I want a refund of everything paid to U-HAUL MOVING AND STORAGE for the use of the truck that I never drove or rode in at all. I have texts, photos, witnesses, and emails that prov

Business

Response:

October 21, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided. She sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. Please be advised this U-Haul Dealer is an independent business man that rents U-Haul trucks and trailers off his lot as a secondary business. He is not a U-Haul employee. U-Haul employees do not pack, load, and/or move customers. Ms. [redacted] explained in her email that the responsibility of the move would be this independent businessman, therefore, Ms. [redacted]’s concerns need to be directed to 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

[When I phoned the UHAUL office and inquired if there was a truck and movers available, I was informed by [redacted], the UHAUL employee that answered the phone, that there WAS a 26 foot UHAUL available AND he was available to move me on short notice. [redacted] IS a UHAUL employee, he answered the phone, he presented himself as a mover, and did the reservation of the truck on my behalf. I went into the UHAUL office and [redacted] entered my information into UHAUL's computer system, took down the mileage of the trip and so forth, and I swiped my credit card to reserve the truck with [redacted]'s assistance. I then went back to meet [redacted] AT UHAUL. He took the keys to the truck and did all of the driving, loading and unloading of the truck. How UHAUL can now attempt to distance themselves from the damage done to my home and furniture by THIS UHAUL EMPLOYEE with disastrous results is insulting and shows a total lack of professionalism and lack of ethical business practices. ]

Regards,

Business

Response:

October 22, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

I apologize for my error is stating the U-Haul location in question is an independent businessman when in fact it is a U-Haul owned location. [redacted], our Executive Assistant for our Illinois Regional Office, sent the following email to Ms. [redacted]:

Good monring [redacted], I have spoken with my Marketing Co President [redacted], he stated because [redacted] was doing this as a side business and not on the clock at U-Haul, it is 100% his financial responsibility. U-Haul does not move customers , all movers are outside entity. I do apologize but it is his responsibility. Thank you [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: My complaint today is with U-Haul, I rented and paid for a cargo van on December 14th and I returned the vehicle the same day with gas. The following Monday, December 16th I received a bill for and additional $46. I contacted U-Haul about the charge and the gentleman did not know what the charge was for, he asked if I could call back at a later date. I agreed but was under the impression that it was a billing mistake. During rental I was told to return the vehicle with the same amount of gas and by 11am on December 15th.Today, December 27th I noticed $30 was taken out of my account from U-Haul and at first I was a bit nervous because recently I was a victim of the illegal charges from [redacted] and we have been monitoring my card and in the process of getting a new account because I dont want to take the chance of illegal charges on my account.; so the first thing that came to mind was an illegal charge. After looking into the billing activity I noticed it was U-Haul and I have to admit, I forgot about this charge because I thought it was a billing mistake and was corrected.I contacted the U-Haul office and spoke with a young lady in billing, in the beginning of the call she wasnt listening quite well after giving her my name and she repeated your last name is show? I repeated my last name and she repeated, [redacted]; she couldnt get my name right.The representative continued to look for my account and she found it, she began to go over the account information with me, which I didnt address my concerns she just started talking. I interjected What is the 46 dollars for? The representative continued to talk, I interjected again with Maam and she continued to talk louder and even more. So I became frustrated and yelled, will you let me talk! And she replied in a sarcastic voice, and at that time I was irritated and upset with her and I lashed out and hung up the phone.Desired Settlement: I have never allowed a representative or even a person to get me so upset that I yell at them. I work in customer service and my rule has always been to let the customer speak and explain their side, even if they begin to interrupt I politely stop talking and allow them to speak. And my response is May I explain? Sometimes people just want you to listen. I have never talked over a person, having proper phone etiquette is part of every business. Once a representative loses control of themselves there is no way of controlling the conversation or call, both parties are upset and complaint will follow.I have always believed in giving people wonderful complements but this call brought out an ugly side of me and an ugly side of the representative, and it is all because she wanted to over talk me and respond in a sarcastic way.What would I like to be resolved? Well for starters I just wanted to know why my 19.95 rental turned into a $65 dollar charge. And with fraud circulating with unauthori

Business

Response:

Thank you for your concern for our customer Ms. [redacted], Senior Staff for the [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining her estimated rental charges came to $37.04, which included a calculated mileage use of 20 miles. The actual mileage used was 45 miles. Total rental charges included $19.95 for the Cargo Van, $26.55 for the mileage, $1 for the Environmental Fee, $6.22 Tax = $53.72 - $37.04 previously collected = $16.68 balance. When we tried to collect the balance on the credit card on file, it was declined. The balance was put on a Promissory Note and sent for collection. Our Collections Department set up a collection account and applied the $30 collection fee. Ms. [redacted] explained we were able to charge only $29.30 to the credit card on December 26th, leaving a new balance of $17.38. Any further questions or payments can be directed to our Collections Department at ###-###-#### on Account#[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'm not happy with the service of Ubox. The Uhaul couldn't keep the promise.

We shipped 3 Uboxes from [redacted] to [redacted] on June 23rd. The order No.[redacted]. The manager of [redacted], was great and excellent. The Uboxes were guaranteed to arrive at [redacted] on July 2nd by Uhaul.

Then we wait and wait...., no call from Uhaul on July 2nd...

I went to the Uhaul @ [redacted] 4th on July 3rd. I was told the boxes will be delayed, possible July 4th.

We wait and wait...no call from Uhaul on July 4th and 5th...

I called customer service on afternoon of July 5th, [redacted] was kind and tried to help me to find where are our boxes. However after 45 minutes, she couldn't locate our boxes.

As of today, July 8th, I still didn't get my Uboxes. I called the customer service of Ubox and Uhaul multiple times. The only answer is we don't know and will find out tomorrow.

If Uhaul guarantees to deliver the Ubox on July 2nd, Uhaul should keep that promise. That's why we choose Uhaul and trust Uhaul. We paid for this, we should get good service. I don't know how many more days we need to wait.

[redacted]Desired Settlement: Uhaul shouldn't say they will guarantee to deliver the Ubox if they couldn't.

Business

Response:

July 16, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. He informed our office a refund for $400 was issued as an adjustment on their move. The refund should post on their next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On 5/8/14 I rented a 20 ft truck for a one way trip to Okla. The truck had a lot of damage spots on it, we brought it to the attention of the worker. He said all marked, who ever had rented it before did not know how to drive a truck, we were looking it over and the worker stopped us @ the back and assured us that everything was marked, so we took his word for it. The only thing I didn’t do was to look up @ the top of the truck, where there was a large dent going all the way to the back, like they had tried to go under something and @ the back was a dent. The boss only charged me for the back dent, instead of the whole damage - if I had done it, or it was my truck, I would have charged for the whole thing.

We couldn't take the trip because my husband got sick. So we took the truck back on 5/9/14. I’d like to find out if he charged the insurance co. and then trying to charge me also. I think he is pulling insurance scams on people.Desired Settlement: A refund for dent on truck $259.42

Business

Response:

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office he contacted Mrs. [redacted] and discussed her concerns. He advised her after further review of the situation, the charges will stand for the damages. Mrs. [redacted] relayed that the manager never showed her the wood shavings from the top of the truck and that the manager swore at her husband for climbing the ladder wanting to see the damage. Mr. [redacted] explained he was the manager at the time of return and he was the one that came off the ladder with a handful of wood and did in fact show both her and her husband and did not swear at her husband. He apologized for any confusion and the conversation ended.

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

Sincerely,

Executive Assistant

U-Haul International

I will NO LONGER be using UHAUL after my frustrating experience and their utter disregard for customer service last week:

I reserved a truck 1.5 months in advance. A few days before my move I received an email stating that the truck size I requested (17-foot) might not be available at my chosen time or location and that I may have to change my move time and pickup location. I called the regional office and spent a half hour on hold before finally reaching a person. I told her I'd be willing to downgrade to a smaller truck (14-foot) if she could guarantee the smaller truck would be available at my chosen time and location. She said there were more of the smaller trucks available and that I'd "not have a problem" getting one where and when I booked it. Based on this information, I had her change my reservation from a 17-foot to a 14-foot truck. I received a text message the afternoon before my move stating I'd have to change my pickup time from 8 a.m. to 1:30 p.m. and would have to drive to a different UHAUL location to get a 17-foot truck (remember, I had changed my reservation to a 14-footer). This was not acceptable because friends were coming the following morning to help move. I called the UHAUL customer service (misnomer) office again and this time waited on hold 45 minutes before I spoke with an agent, who promptly placed me on hold again without my consent for another 15 minutes. When an agent finally answered, she informed me that no trucks (17- or 14-foot) were available in my area (a metro area with several UHAUL locations) until the afternoon of my moving day. I told her this was unacceptable and asked her to pin down a truck for me. She finally did, and it was 50 miles away. I also requested a substantial discount for my time and hassle, an extra day and more mileage, all of which she agreed to. When I picked up my truck from the remote location, the computer database at the local office did not show the discount and extra day I negotiated, so I had to nicely but firmly explain the situation. They finally agreed to the discount but not the extra day. The truck itself was new, nice and well-maintained, and the move went smoothly. I dropped off my truck to the location I chose initially and deposited the keys because they were closed. I received a call that evening from a person asking when I planned to return the truck. I told him I had already returned it. As it turns out, UHAUL changed my dropoff location without informing me. No surprise there. I recommend avoiding this company unless you enjoy babysitting, hand-holding and have patience for incompetence and complete disregard for customers. As with most things in life, you get what you pay for.

Review: U-Haul issued me a faulty truck that broke down on the highway 2 hours away from my destination. This happened on Saturday June 22, Today is Wednesday June 26, 2013. They have not contacted me to tell me where my belongings are and have informed me that they will not get them to me. The truck has been towed back to [redacted] and I need them in [redacted] as that is where I have moved to.Desired Settlement: My desired outcome would be to have my belongings returned to me in [redacted]; a refund of the truck rental; and reimbursement for the hotel stay on the 22nd, the rental car to get to [redacted], and the $50.00 that I paid for gas in the truck.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and made arrangements to deliver the U-Haul truck to her in [redacted]. She also relayed that a refund for the base truck rental fee plus her hotel expense would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

[redacted] had contacted me and had delivered the U-Haul within two blocks of my new home. During my first conversation with [redacted], prior to the delivery of the U-Haul, we agreed that she would credit me for the truck, the gas I put in the truck, the hotel room, and the rental car I had to take to get from [redacted] to [redacted]. I have only received credit for the truck and the hotel suite thus far. On top of that, because the truck was not delivered to my home, I had to hire a moving company to cross load the truck and deliver my belongings two blocks away at a cost of $437.85. I have no problem paying for the moving company as long as the remaining $318.78 is credited back to me.[redacted]

Business

Response:

July 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the [redacted], reviewed the information Ms. [redacted] provided. She informed our office she had sent an email to Ms. [redacted] on July 9th requesting a more legible copy of her rental car receipt. Ms. [redacted] contacted Ms. [redacted] on July 18th asking about her refund. Ms. [redacted] explained she had issued a refund for $155, minus the Collision Damage Waiver fee and taxes as previously discussed along with $50 for fuel and $176.07 for the hotel expense. After she receives the rental car receipt, Ms. [redacted] agreed to refund one day use of the rental car, which is a total of $197.39.

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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I had made a reservation for a truck online, It was to be picked up in Deland FL, The website asked if I would like to speed up the pickup by filling out the paper work now, So I spent the 10 or 15 min to do all the paper work so I will not need to wait for it at pickup, I had a VERY tight time scedule to keep, So The next day a women calls from uhaul to confirm the reservation, just before I hang up she asks me if I have the address, She then informs me that I have just made a reservation to pick the truck up in Orange City, This is 20min farther away but I dont have time to schedule somthing else so I agree, I walk in the door just before 8am and tell the women that I am here to pick up the truck that I reserved online and I tell her that I have already filled out all the paper work online, Well thats were the attitude starts, She says it dosent matter that she needs all the information AGAIN, And says it very snotty, Ok So I start giving all the information AGAIN, when she says I need your Phone #, I give it to her, then she says I need another number, I said I don't have one, Then she starts getting really snotty! telling me she is not going to rent me a truck unless I give her a second number, I tell her that I have not lived here long and I dont have a second number, She says give me a friends number but I will call it to confirm they know you, Let me get this straight, you want me to give you a personal phone number that you are going to call and bother them, I dont think so, THEN YOUR NOT GETTING A TRUCK! AND I WILL MAKE SURE NO UHAUL WILL RENT YOU A TRUCK, I ask to speak to the manager and she informs me that she is the manager, So I ask for her name and the number for corp headquarters, A employee gave it to me and I leave, I called corporate and told them what happened, I was put on hold for 15min then I was told there were no other trucks available and that the orange city was not going to give me the truck that I reserved so I asked to file a complaint and was told that I would here back within 24hrs, Well I ran to the local [redacted] truck rental and was in and out in less than 5 min with a truck with no reservation and 1 phone # was fine with them, They were nice and friendly even though I was not in a very good mood after dealing with Uhaul, I rent trucks all the time and have NEVER been asked for a second phone #, Or treated like a criminal, How can someone so rude and unprofessional be running a uhaul? If thats the kind of managers running Uhaul, I will NEVER waste my time with them again, This was the last day I had to pick up a auction item before I lost it, Apparently you cannot count on UhaulDesired Settlement: I would like a personal apology, The mananger should be fired for doing that to a customer, And uhaul to pay for the extra fuel and rental charges, I was forced to rent a 16ft box truck because that was all they had in short notice, I was orig renting a pickup from uhaul

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he made two separate attempts to reach Mr. [redacted] but had to leave a message both times leaving his cell phone number but has not received a return call. Mr. [redacted] will email Mr. [redacted] to advise him of a refund for the $50 Reservation Guarantee Fee along with his apology and a receipt for the credit.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I purchased a flat screen tv kit 1-17-13 from Uhaul in [redacted] Il and the general manager (Ronnie Reed) and myself packaged the 55inch flat screen tv in the store to be shipped with fed ex. Mr. [redacted] and I had a conversation about me shipping my tv to [redacted]. At no time did Mr. [redacted] state that the kit that I had purchased could not be used for shipping my Flat Screen Tv. When I received my tv in [redacted] there was severe damage to the Tv. My wife spoke with Mr. [redacted] and he walked her through going on the website to gather information as to the packing of the tv and once on the website my wife found a statement put on the website by Uhaul stating that the Tv Kit is not be used for shipping purposes. When my wife let Mr. [redacted] know of her findings he stated that he had no knowledge of this statement and he would speaking to his district mananger about the matter. My wife called Mr. [redacted] and in speaking with him he stated that he nor any of the other managers were aware of the fact that the Tv Kit was not to be used in shipping the 55in flat screen tv. My wife then spoke to Mr. Craig Wilson (219)201-8927 District Manager and told him of what had happened and he stated that he was on his way out of town and he would get to the bottom of everything and would give her a return call. My wife called the claims department and put in a claim with Mr. Van Slyke (888)898-5985 X [redacted] on Feb 08,2013. My wife received a letter in the mail stating that they do not feel that they should be held liable for the Tv being broken in the shipping of the Tv even though it states that their product should not be used in Shipping the tv with a mail carrier. This is the product info that was on the website that was brought to Mr. Reeds attention: Please note: This box is designed for "do it yourself movers." This box is not rated to be used to ship, via small package carriers such as FEDERAL EXPRESS and UPS, with the TV inside. This kit cannot be used with rear projection flat screen TV's.

Product_Or_Service: 55 in Samsung Flat Screen Smart Tv

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel that due to the fact of them not letting their mangers know that their product is not to be sold for shipping purpose that they should be help liable for my tv. We would not have bought the tv kit from Mr. Reed (Uhaul) had we known that it was to be used for this purpose. The cost of the smart flat screen 55inch tv was in the amount of $1709.00 from walmart. My wife has shared pictures as to the condition of the box and tv once shipping in their packaging.

Business

Response:

February 27, 2013

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

Ms, Cindy Rodgers, our Executive Assistant for the U-Haul Company of North IN and South Cook County, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] recently and he will be sending pictures of the television for further review.

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: My family and I moved from [redacted] to [redacted] a week and a half ago. We rented a 17' moving truck from the UHaul in [redacted]. I have escalated my concern but haven't gotten an adequate response to my concerns about the safety of the truck uhaul rented to us. As we feared for our safety driving through the mountain passes, I took a video of one of our descents. Going through the passes, there were times when we were descending at 80 kms/hr+ and had to apply the brakes...the steering wheel and truck shook violently when the brakes were used! This shaking made it difficult to control the steering. The entire truck shook when braking at each hill at these speeds while we prayed we would make the corner at the bottom...later in the evening, we had to drive with the high beams on as the headlights shone straight down...then it rained and the wipers bairly worked... Scary drive...scared for our safety and the safety of others renting this truck. I know this truck has since been rented without a brake inspection. I was seriously concerned for myself and my brother (the driver) and I fear for anyone else renting that truck. The response I received from Uhaul was absolutely inadequate and even offensive - stating that the dealing in [redacted] took it for a drive at speeds of 100km/hr and everything was fine. She said that the truck has been re-rented. I wrote a reply email and expressed that it would be impossible for the dealing to experience what we did as the terrain around [redacted] wouldn't provide an opportunity to descend a hill at 80km/hr and have to use the brakes. There were also issues with pricing transparency regarding purchasing boxes from this location and price of the truck. We talked to 2 diff people at the location - neither told us that the price on the site for the truck on the day of our being at the location to make our reservation wasn't the price we would actually get. The site stated the truck would be around $540. We paid more.

Product_Or_Service: rented 17' moving truck from UHaul

Account_Number: contract # [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I have asked that the brakes be inspected and for a 50% refund on the rental.

Business

Response:

October 24, 2014

Revdex.com ID# [redacted]

U-Haul Ref# [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she issued a refund for $200 back to Ms. [redacted]’s Visa account as an adjustment on her rental. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a uhaul in my name to movie my elderly grandma from arizona to florida. I have an active complaint against the uhaul dealer in sedona arizona. the regional manager anthony hollanbeck gave me a $100 refund on the $1700 it cost for the rental. I spoke with him and told him about the situation. Monday January 7th 2013 at approximately 100 am my grandma (who is on as a second driver but not on the contract) took the uhaul key from me (she has dementia) and I got out of the car to retrieve it and she locked me out of the vehicle for 30 minutes. I called the police and they left the uhaul key at the desk because we were in disagreement about who was driving. In the next 24 hrs (this is in van horn texas on the way to florida) I called the police two more times on my grandma and this was all "beyond my control"Desired Settlement: I would like a partial refund due to circumstances beyond my control because now I have an empty uhaul heading to florida. I am willing to drop it off anywhere along the way where it is needed the most.

Business

Response:

January 11, 2013

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

Mr. Jason Turcotte, our President for the U-Haul Company of Western AZ, followed up on the information Mr. [redacted] provided. He informed our office they issued Mr. [redacted] a refund for the difference between the TX and FL rental, which was $271 in addition to the extra days and mileage fees that our TX U-Haul dealer charged, which was another $132.44, for a total of $403.44.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 1.online Uhauls showed the price for $115 no comment about an additional fees & charges when I came to store to rent trailer they charged an addtional $10 for tax

2. had to wait almost an hour for service

3. got very far location where to pick up fromDesired Settlement: 50 % refund

Business

Response:

July 7, 2014

Revdex.com ID#: 10110824

U-Haul Ref#: 629716

Thank you for your concern for our customer Mr. Lowy.

Shawn Richardson, our Executive Assistant for our Brooklyn, Queens, Staten Island regional office, followed up on the information Mr. Lowy provided. She informed our office she spoke to Mr. Lowy on June 27th and they were able to reach an amicable revolution. A $30 VIP Certificate was sent to Mr. Lowy. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

I rented a truck to move my father, they told me when I turned the truck back in that it had to be at the same level of gas in the truck that it started with, after putting the gas back up to where it belongs, they said I didnt and was going to charge me - I went to the local office, said to have them call me before they take any money out of my account, and I didnt receive a call and today found out that they emptied my checking account...

Review: On 6/17/2013 I rented a 17 foot UHaul truck and car dolly for my move from [redacted], ** back Surprise, AZ. The truck had just came from a service shop and when I received the truck I was unaware that the trailer lights were inoperable and from [redacted] somewhere along the lines to [redacted] a safety chain for the trailer broke. I took it to a UHaul store in [redacted], [redacted]) where I had an employee look at it. He checked with a test light a few connectors and told me thats all he could do for me and walked away to fill a propane tank, anther employee walks up and tells me that I need to call roadside assistance then he proceeds to a car and goes to lunch. I called customer service to make my 1st complaint. After the repairs were made I proceeded to get back on the road and the truck was hard to handle pulled all over the road vibrated horribly. When I reached the [redacted] state line I had a tire blow out. After the tire was replaced I got back on the road and just west outside of [redacted] the truck lost power going up a hill would not accelerate above 45MPH and the check engine light came on. Roadside assistance had to come to my location for the 3rd time in my travels. At that point I called UHaul customer service to make a a second complaint about the experience that I was having with the equipment. The lady from customer service told me that she was going to submit all my complaints to upper management and I should hear back from upper management no later than Friday 6/21/2013, I never received a call from the company so I called today 6/22/13 and my claim has never been submitted higher. Now I am told that its going to be another 2 days before I hear back about my complaint. I am completely dissatisfied with that company and will never rent a thing from them again.Desired Settlement: Still waiting for a response from the company

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:Sir - I am sorry about the service that you received at the location in [redacted] - I am asking our customer service dept. to send information to that regional office to address that issue - after revirwing your problems with the truck I am issuing a credit to your card for $425.00- this is adjusted on the $825.00 base cost of the truck- You should see that credit in about 5 business days- I have reviewed this with [redacted] the manager of the location in [redacted] where you got the truck.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The amount I was given did not satisfying I feel that uhaul is trying to get out of this easier. I think uhaul owes me the full amount of money that I used to to pay for this move to be refunded 100% I will never rent from you again and I don't see how this company is still in business with the way they treat customers, rent out faulty equipment. Renting from this company has been the worlds biggest hassle. I will make it known to everyone I know to never rent from this company. As working retail I know how well the word of mouth is and by me telling people not to rent from uhaul it may not be devastating to the company but I know that bottom dollar counts and numbers will drop. Please reconsider your way of making this right. I should have just rented from budgetRegards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he corresponded with Mr. [redacted] by email and advised him of an additional $100 refund as a supplemental adjustment and to be a final resolution.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: Back on April, 9th, 2012 - I rented a Cargo Van from DVP Storage (U-Haul Great Canadian Self Storage on my Credit Card billing). They pre-authorized my card for $190.18 assuming the rental would be exactly that, but the bill ended up being more money so we used a different card with a different name and paid the bill in full. It was $300+, however, my $190.18 was never credited back to me. I called the company, they said I needed to contact my bank. I contacted my bank, they said I needed to contact U-Haul. I called U-Haul headoffice and they told me that I was refunded, yet here I am, almost 3 months later and still no refund.I don't understand how they can give me an authorization # that it's been released when that's a blatant lie. They gave me [redacted] as the authorization # for reference. Whomever runs that billing department should be fired since they are willingly committing fraud stating they're returning money that's owed, but never doing so.

Order_Number: 25247161

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Honestly, I have a new requirement for using their services, but annoyed my credit card was overdrawn by their charge that was never removed, plus all the run around to get anything resolved, including this email to you. I've been charged interest on these funds as well. That's not fair. I would like a full refund and a free rental or major discount on my next rental from them. Seems only fair.I look forward to your reply, thank you.Regards,[redacted]

Business

Response:

July 11, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern Ontario, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email advising him she researched his concerns with our Credit Card Processing Department. She was advised the credit for $190.18 was issued back to Mr. [redacted]'s credit card on July 6th and should post on his next credit card statement

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

Sincerely,

Executive Assistant

U-Haul International

Review: The personnel at the U-Haul U-Box location will not schedule a time to pick up the U-Boxes at our house after numerous requests. They will also not call back. We have called several times and spoke to the manager, [redacted].Desired Settlement: Pick up the U-Boxes from our location. We have already been charged the delivery and pick up fee.

Business

Response:

November 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted]a [redacted], a Senior CSR for U-Haul International, contacted Ms. [redacted] to obtain additional information in order to research her concerns further. Ms. [redacted] relayed her U-Boxes had been picked up and she had no further issues.

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

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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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