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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 picked up a Uhaul truck from [redacted] Ohio ([redacted] location) on July 19, 2012, I paid the contract price of $365.92. I received a receipt but did not receive any contract papers, proof of insurance or any other inspection paperwork of the vehicle. The Uhaul representative did not inspect the vehicle or in any other way ask me to acknowledge the state of the vehicle before it left Uhaul's possession and came into my possession. Upon returning the truck to its planned destination in Falls Church, VA, I was emailed a damage receipt for $2,589.78 (contract #[redacted]). I called the provided Uhaul claims number and immediately disputed the invoice noting that as there was no initial inspection, any claimed damage upon return at the Falls Church destination had no baseline from which to claim that the damage occurred while in my possession. I heard back fairly quickly from a uhaul collections representative saying that she had "forward this email to the Traffice Control Manager so that he can research it and find out what happened. The contract is not right with how it was closed out and I need to have him look into it further". The $2,589.78 was attempted to be charged from teh credit card I had used to pay the contract price of $365.92, and because my credit card did not have that much space remaining on it, Uhaul charged $1,942.34, the max allowed to be charged to my credit card, on 8/29/12. I have since attempted to contact Uhaul numberous times - I have filed a formal dispute as per Uhaul's dispute process and received no response whatsoever, and have called Uhaul and spoken to five different people over 6 times with no resolution or response to date.Desired Settlement: Refund of (A) the $1,942.34 charged on 8/29/12 for claimed damages and (B)the price of the original contract of $365.92 for all of the time and hassle spent trying to contact Uhaul over the past 3.5 months.

Business

Response:

November 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

President for the U-Haul Company of Cleveland, followed up on the

information Ms. [redacted] provided. He informed our office he sent Ms.

[redacted] an email explaining they will be collecting information to

better handle her concerns and will continue to be in contact with

her.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: SIRS,I RECENTLY RENTED A HAUL TRUCK TO DRIVE TO INDIANAPOLIS. I HAD LEARNED THAT I COULDN'T USE THE TRUCK BECAUSE I NEEDED TO STAY HERE IN SACRAMENTO FOR SEVERAL MORE MONTHS. SO I TURNED THE TRUCK BACK INTO UHAUL ON THE SAME DAY AS I RENTED THE TRUCK. I ACTUALLY DROVE IT BACK TO THE OFFICE AND ONLY DROVE IT 2.7 MILES FROM MY BROWNSTONE TO THE HAUL. THE MANAGER :MARK HARTLEY IS NOW CHARGING ME $1,460.45 FOR THE USE OF THIS TRUCK. THEY ARE TELLING ME THEY CAN'T GIVE REFUNDS. THIS SHOULDN'T BE ALLOWED IF I RETURNED TOLD THEM I COULDN'T USE IT RIGHT NOW BUT WOULD BE HAPPY TO RENT AGAIN ONCE I KNOW MY EXACT DATE THAT I AM LEAVING. PLEASE HELP ME THIS IS SEEMS VERY POOR BUSINESS. WHEN I BROUGHT THE TRUCK BACK THEY NEVER TOLD ME THAT I HAD TO PAY ANYTHING. SO I RETURNED EVEYTHING BACK TO THEM AND THEY SAID NOTHING ABOUT STILL HAVING TO PAY. I'M NOT SAYING I DON'T WANT TO PAY THEM IT'S JUST THAT I FIND IT HARD TO BELIEVE THEY WOULDN'T TELL THAT ONCE I PULLED BACK INTO THEIR LOT AND GAVE ALL OF THEIR MATERIAL BACK TO THEM. My cell phone is ###-###-####Desired Settlement: SIRS, I WOULD BE WILLING TO GIVE THEM A CERTAIN % BUT NOT 1,460.45. IT SEEMS OUTRAGIOUS TO HAVE THAT KIND OF A BILL IF I ONLY HAD THE VAN FOR 30 MINUTES AT THE MOST. THEY AGAIN NEVER TOLD ME THERE WOULD BE THIS MUCH DUE.I WOULD APPRECIATE ANY HELP YOU CAN GIVE ME ON THIS ISSUE. I REALLY HOPE YOU CAN HELP ON THIS. IT SEEMS ALITTLE TO MUCH FOR SOMETHING I USED ONLY FOR 1/2 HOUR AT THE MOST.THANK YOU AND I LOOK FORWARD TO HEARING FROM YOU SOON.AGAIN MY EMail address is: [redacted]

Business

Response:

December 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the same amount that was charged, or $1,460.45, was issued back to Mr. [redacted]’s Visa account on the same day as the charge. The refund should have posted on Mr. [redacted]’s last months credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 5/17/14 I obtained a UBox from a UHaul dealer in [redacted] (originally scheduled for pick up on 5/19/14) Loaded and returned the box the same day. I was informed that my box would be delivered to the UHaul on [redacted] on 6/2/14 and I would have access to that box on 6/3/14. On 5/31/14 my credit card was charged for this service. I waited to hear from UHaul that my UBox had been delivered and made several phone calls to customer service requesting assistance. On 6/10/14 no one at UHaul could tell me where my box was or when I would have access to it. This caused me extreme distress. I began working with [redacted] at UHaul in an attempt to locate my UBox and he promised me compensation for UHauls failure to deliver my UBox and my distress. I was finally able to access my UBox on 6/25/14. [redacted] told me it had been at the warehouse since 6/2/14-my credit card was charge a storage fee. [redacted] stated that the storage fee would be removed from my credit card. He also asked my what I thought my compensation should be-I told him for the distress that I was caused by my whole experience with Uhaul I wanted all my money back. [redacted] asked if I would be willing to accept $600-I agreed- he stated the check would go out on 7/3/14 and I should have it with in a week-he also stated that if I did not receive the check to call him. I had not received the promised check by 7/12/14 and still have not received this promised check as of this date 7/26/14. I had spoken to [redacted] and another UHaul representive who both told me I should receive the check any day-and emailed me a receipt of the promised check. The address on the check was sent to [redacted] I informed [redacted] that that was UHauls address and not mine. He stated he would request the check be sent to my address. I have not heard from [redacted] since 7/19/14 and have not received the check.Desired Settlement: DesiredSettlementID: Refund

I want the entire cost of the UBox retuned to me in 14 days or less.

Business

Response:

August 4, 2014

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

[redacted] our Executive Assistant for our [redacted] Office, followed up on the information [redacted] provided. She informed our office she contacted [redacted] and advised her she would issue her a refund as promised by credit card in order to avoid extra time to issue a check. [redacted] relayed to Ms. Andia she would call her back but has not, therefore, Ms. Andia went ahead and issued a refund for the $600 back to her credit card she had on file. The refund will post on [redacted]’s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I reserved a U-Haul truck online on for a one way move for a pick-up in [redacted], OH and a drop-off in [redacted], OH. The reference number is [redacted]. I then canceled this reservation, as we borrowed a truck from a friend and only needed a trailer for the move. I got online, the same way I did with the truck, but reserved a trailer for my one-way move from [redacted], OH to [redacted], OH. The website would not let me choose any less than a 2-day rental since it was a one way move. The website also would not let me choose the large 6'x12' trailer that I wanted, it gave me the message that "This equipment is not available for your move", so I was forced to choose a smaller 5'x10' trailer. The reference number is [redacted] and the date was Friday, March 22, 2013.

When we arrived at U-Haul Moving & Storage at Morse Rd. (2980 Morse Rd., [redacted], OH [redacted]) on Saturday March 23, 2013 I was greeted at the counter by [redacted]. He seemed very distracted and busy. I told him I was there to pick up my trailer and that I wanted to purchase insurance, since I had not done so on my online reservation. I also told him that I would not need the trailer for the full 2 days, and asked if I would get a cheaper rate if I drop it off IN AVON within 24 hours of pickup. He acknowledged my concerns and assured me that when I drop it off, I would only be charged for the time I had the equipment. [redacted] flew through the process, giving me the impression that he just wanted to get me out of there so he could continue doing whatever he was doing before I walked in. He did not go over any of the contract with me, nor did he include insurance coverage I requested. He gave me a LOCAL MOVE contract, even after having an entire conversation about my ONE WAY move. I reserved a ONE WAY contract online, which he changed. Unfortunately I did not realize this at the time. I signed where he told me to sign and left.

Luckily before we pulled out of their parking lot, I realized that he did not include the insurance option that I had requested. I had to come back in and have him redo the entire thing to add the insurance to the contract.

As this is my first time renting from U-Haul, I unfortunately did not realize that he had signed me up for a local move until we were en route to [redacted] to return the equipment on Sunday, March 24, 2013. I immediately called the Morse Rd location to try and rectify their mistake. I spoke with a dispatcher, who took a message to have someone call me back.

[redacted] called me back. [redacted] told me that the 5'x10' trailer was local-move only equipment, and that they would never rent this out for a one-way move. I told her that online, I attempted to rent the larger 6'x12' trailer for my move, but was not given the option, as there was a message in red print stating "This equipment is not available for your move", so I was forced to choose the smaller 5'x10' trailer. [redacted] told me she "doesn't know whats wrong with their system, but it shouldn't have given me that option" and that she "just doesn't know what the problem with it is". I told her I didn't think it was fair for me to be charged almost $200 for a mistake that was, in her own words a "system error". She told me there was nothing she could do. I escalated the call to her supervisor, [redacted], the same man who messed up my reservation in the store the day before.

[redacted] was very abrasive and defensive from the moment he got on the phone. He denied ever having a conversation with me regarding my one-way move. He also denied that this was his error, and blamed the entire thing on me. I realized that nothing would get accomplished speaking with him, and I asked to speak with his superior, [redacted], but he advised me that she was not in on Sunday March 24.

We arrived at the [redacted] location ([redacted], OH [redacted]) on Sunday March 24 to drop off the trailer around 3:20 pm. I explained the entire situation to the folks working, and the man who helped us was [redacted] attempted to put my contract on hold until I could speak with corporate, but the computer system did not give him the option to do so. [redacted] told me that that since the equipment was Local Move ONLY equipment, that I had to return it to the [redacted] location or I would be fined double (totaling $197.63). I told him I was not paying this since it was a mistake caused by the negligence of a U-Haul employee ([redacted]), so he put a promissory note in the system and told me this would go to collections if I did not pay it that day.

Today, Monday March 25, 2013, I called the customer service line and was told that even though the negligence of their worker caused my contract to be incorrect, it was MY responsibility to make sure it was right and that I am still responsible for the $197.63.

Not one U-Haul employee has been empathetic to my situation, nor have they taken responsibility for the actions of the U-Haul employee who made this mess in the first place. Every employee I've spoken with has been very abrasive and rude. This is the worst company I've done business with.Desired Settlement: Reverse the promissory note and get it taken off my credit report. Apologize for the error of their employee.

Business

Response:

March 28, 2013

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

Ms. [redacted], our Senior Staff for the U-Haul Company of OH, followed up on the information Ms. [redacted] provided. She informed our office she corresponded by email with Ms. [redacted]. She offered her apology for any possible mis-communication and explained that Ms. [redacted] had reserved her trailer as an in-town move. She signed the contract agreeing to bring the trailer back to the same location she rented from. However, in an effort to show customer good faith, Ms. [redacted] explained she applied only the one-way rate to [redacted]. The total came to $108.89, minus what was already paid on the rental left a balance of $44.95. She also relayed that if this amount is not paid by April 1st, the amount will be applied to the credit card on file along with a $30 Service Fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: A hold was placed on my account for 193.75. After having the rental truck for five extra days, I returned the truck. Instead of deducting the hold from my final payment, they charged the account the full 581.45 and said they released the hold the same time they charged my account using the same authorization code for both transactions. The 193.75 hold never came to my account and was never deducted from the final charge. I revisited the location only to be told that because I went over the date for the truck to be returned that I would not receive the hold back which is understandable. What isn't understandable is why that money wasn't put toward the final charge or why that 193.75 is now missing.Desired Settlement: I would like the 193.75 to be refunded since it wasn't returned to my account nor was it deducted from my final charge.

Business

Response:

November 16, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of MD, followed up on the information

Mr. [redacted] provided. She attempted to speak to Mr. [redacted] but reached

his voice mail. Because his voice mail was full she sent him an

email requesting a copy of his bank statement for further review.

Once the bank statement is received, Ms. [redacted] will be back in touch

with Mr. [redacted] regarding a resolution.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: Called what I thought was a local u-haul to get a trailer hitch put on my vehicle. Scheduled to bring my wifes car in at 6pm that evening was told it would take a half hour to install the hitch. Put a deposit on my credit card to reserve the hitch. Full price with installation was to be 197.50. Got there and they had no knowledge of my appointment and nobody there who installs hitches and told me they couldn't do it for two weeks minimum. According to [redacted] at the location U-haul "does this all the time". I needed the hitch for my sons graduation party which was 4 days away.

I called the number again and found antoher location near my house, but they couldn't install it for 2 weeks and told me it was not that hard to put on my self. I once again put a deposit on my card to hold the second hitch and was told the first deposit would be refunded in a week. I got there and the hitch was 197.50 with no installation this time. I asked about that but they refused to change the price to reflect no installation. Got the hitch home and although it said the correct year for my car , the bolts were the wrong size and the holes didn't line up on one side. I had to run to home depot to find bolts that would fit, as well as drill holes in the frames of the car and figure out how to get it bolted on securely.Desired Settlement: Bare minimum they owe me money for not installing it and insisting on charging me the same price I was going to pay for a full install at the first location. Second I wasted an hour running to home depot to get bolts and it took me several hours to figure out how to make the wrong hitch fit my car which may now be unsafe. I would like an apology and a minimum of 100.00 refunded. Third I wasted 2 hrs on the 800 number who hung up accidentally on me the first night.

Business

Response:

July 26, 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 Western NY, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Good morning Mr. [redacted], I am writing to you in regards to the Revdex.com complaint you have filed in regards to your canceled hitch reservation. I would first like to apologize that both our Niagara Falls and Amherst location were unable to install the hitch for you at the requested times. Unfortunately because the reservation was made with short notice we were unable to get a mechanic into either of those centers to install a hitch, they either had already gone home or were not scheduled to come in because there were no hitch reservations prior to yours. I do understand that our Amherst location was able to sell you a hitch for a 2006 Saturn Vue for $197.81. I understand you were requesting the price be altered to reflect no installation which it was, the hitch installation reservation was quoted to be $279.08 the cost of the parts was $197.81 with tax. I apologize that you had difficulty installing it on your car, based upon the information you provided us these are the correct parts and we have not had problems installing this particular hitch on your model vehicle. I understand you are looking for some form of compensation and what I can offer you is a refund for 15% of the cost of the hitch and a $15 VIP gift certificate valid nationwide at any corporate owned U-Haul Center for any product we offer or sell. The certificate has been emailed to you, the ID number is [redacted] and the 15% refund will be coming in check form which you should see within 10-12 business days. Once again I am sorry for the inconveniences caused. Thank you, [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Office ###-###-#### Ext [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Worst experience with a company I have ever had. Our U box was over 3 weeks late from the delivery due date in Michigan. The box was damaged and the shipping company would not move it for U haul. During that time, I would call everyday to find a status of the box with no success. The general manager finally called me 3 weeks after the due date to tell me he still had the box!!! How can any company operate like that??? Our babies clothe, toys, crib and all our my wife and I's possessions were in there! Amazing at the frustration and anger I feel about this company and to this day, months later, the only response I get from them is a collections bill because I disputed the charges on my credit card. Amazing. Never in my life I been so FURIOUS with a business.

Review: Rented a UHaul Truck on Sept 25, 2014 from Los Alamos, NM to relocate to Fort Collins, CO, returning truck Sunday, Sept 26. Asked if I needed to make another trip how much does it cost and what do I need to do. Reply: "No worries, I will give you Monday, Sept 29 free so you don't need to return truck until then...because I'm a nice guy." I asked how much does does it cost for Monday and he said "$38"; I offered to pay, but he stated again "I'm a nice guy so I will give it to you free." I paid $1,119.28 for Sept 25-29 It was obvious I would need to make another trip - called Fort Collins UHaul, [redacted], and the person replied "No problem, I will give you Tuesday free." I arrived back late on Tuesday, so my daughter called Tuesday that the truck would be returned Wednesday and was told "No problem, will charge you $38." I returned the truck on Wednesday and paid $50 but was told I owed $645! I was shocked and stated "I can't - I'm unemployed and used all my money for this move." I explained about "free" and was not told I was being charged for the extra miles. He stated "A lot of people are shocked." I left a message then for the manager to contact me. He didn't. I left another message during the following week - no returned call. Now, the manager, [redacted], has charged my account $505.00. Again, I have left two messages today and no return phone call. I also filed a complaint with the Denver regional office, which only tells him he has 48 hours to contact me. UHaul clearly is using the Bait and Switch, by telling customers "I'm giving you a FREE day," so (hoping) if you take the free day you are not aware that you are being charged for additional miles because they did not provide the details for additional charges - You are led to believe that you are only paying for the gas. I specifically asked the Los Alamos office what the cost is and he Never mentioned I would be charged for the miles - he only mentioned the $38. Because [redacted] charged my debit card $505, I am not able to pay my rent. According to my bank, UHaul has charged late fees and it trying to charge close to $700 to my account. I am UNEMPLOYED and need what little pension I receive for rent and utilities - [redacted] have placed me in a bad situation for money I do not owe.Desired Settlement: - Refund my debit card 100% - ASAP.

- Investigate the "Bait and Switch" with Corporate UHaul - this is illegal.

Business

Response:

December 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul at [redacted]. in Fort Collins, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He advised her of a refund for $505.00 that was issued back to her 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

Review: I rented a 4X7 open trailer from U-Haul in Council Bluffs. When I got it home, I found out the width was 10 inches short of 4 feet. My gear was wider than that so the trailer was unusable. I returned it the next morning early because the dealership was closed after I found out the trailer was unusable for me. I was denied a refund.

Product_Or_Service: Trailer RentalDesired Settlement: DesiredSettlementID: Refund

I feel due to their mis-statement of the size, I am requesting a refund of $16 dollers.

Business

Response:

January 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Nebraska regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology as well as advised him of a refund for the rental fee of $16 back to his Visa account. The refund should post on Mr. [redacted]’s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a u-haul truck 3 weeks in advance at a specific location for a 17' truck for July 11. The contacted me late in the afternoon on July 10, the day before the move, and told me they did not have that truck at that location. Instead I could have a 26' truck at a location 40 miles away. After numerous phone calls, they then offered a 14' truck at a location over an hour away. Neither of these options worked due to our time constraints and other constraints in making this move. We had to make this move on July 11. I finally cancelled the reservation and frantically called other companies to locate a rental truck for the following day the with little time left in the day to do that. I ended up getting a truck at the last minute, but it cost me $150 more and added an hour time to my schedule. Their web site says "Your U-Haul reservation is guaranteed! You will get the equipment, location and pickup time that you agreed to or we'll give you $50." They obviously did not meet this guarantee. I contacted them several times about this and was told that they don't really mean the location nor is the truck is guaranteed - only that there will be a truck available at a location not your preferred location. They do not let you know in advance that you may not get the truck you want at the location you specify. They are not very helpful after putting you in the predicament of not having a truck for your move on the day before the move.

I chose one option from the list above but this entails deceptive advertising, fraudulent guarantee. non-delivery of services and poor customer service.Desired Settlement: I would like the extra $150 that it cost me to rent another truck from another company at the last minute. They really should pay for the entire move considering the stress and aggravation they caused. At the very least they should honor the guarantee on the web site and pay the $50.

Business

Response:

July 16, 2014

Revdex.com ID#:[redacted] U-Haul Ref#:[redacted] Thank you for your concern for our customer [redacted], our Executive Assistant for our[redacted] regional office, followed up on the information [redacted] provided and sent him the following email in response:

[redacted]: I would like to apologize for the reservation issue that you encountered. We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. The reservation guarantee was put in place to give some compensation to our customers if we are unable to come to an agreeable time/location etc. I have reviewed the file and I do agree that you are absolutely due a 50.00 Reservation Guarantee payment. I have issued a check request in the amount of 50.00 which will be mailed directly to you. Again, my apologies.

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 Assistant U-Haul International

Consumer

Response:

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

I am willing to accept the minimum $50. However, in the response, it was stated " We do try to fulfill as many reservations with our customer's preferred pick up times and locations however being that our equipment is constantly on the move, it is, at times, difficult to meet all preferences which is why we tell the customer during the reservation process that a local representitive will contact you the day prior before 6pm to schedule your pick up time and location. " This was not the case. I would like to see some effort made so that customers are told both on the phone and in writing that they will be contacted to schedule the truck and location and that they may not get exactly what they are reserving. It is a preferrred pick up time and location not a confirmed guaranteed reservation. Imagine what it would be like if other businesses handled reservations as "preferred" choices. Maybe you should call it something other than a reservation.

Regards,

Review: Recently we chose Uhaul's UPod option to move our belongings from [redacted] to [redacted]. The contract initially stated that the Upod would arrive on July 4th, 2014, making it perfect for us as we arrive on June 30th. However, the UPod did not arrive on its guaranteed date. When we called to inquire at the [redacted] Uhaul location, the employee told me that she has no information, and I'll just have to wait. Dissatisfied with her response, I contacted Uhaul Customer Service line, who assisted me in registering a complaint against the company and the contract delivery company involved - as she couldn't give me the whereabouts of my UPod. The Customer Service representative told me I would receive a call in 24/48 hours. Two days had gone by, and still no call. On the third day I received a call from the [redacted] location (where I paid for the shipping) stating that the Upod "may have been caught in the [redacted] flooding", however they also didn't know the location of the Upod. The [redacted] representative, stated they will get in touch with the appropriate people and call me back. Never did I received a call. A couple days had passed, and I attempted to contact the [redacted] Uhaul again - leaving a message with the dispatch representative, and again never received a call back. Over a week has gone by, and I attempted yet another call to Customer Service, who informed me that my Upod should arrive on July 10th - and I would be notified. July 11th came and no contact regarding Upod location. Calling yet again, leaving a message at both [redacted] Uhaul and [redacted] Uhaul - no call back. Called July 13th to Customer Service, who informed me the Upod arrived in [redacted] on the 12th - the log stated a call was made to my cell phone at "6AM" and a message was left. However, [redacted] Uhaul does not open at this time, nor did I received a call or voice mail. I expressed my anger and disappointment with the Customer Service representative, who told me she would register another complaint on my behalf, and I would be contacted regarding the issue in 24/48 hours. Later on July 13th, I contacted [redacted] Uhaul and requested my Upod be taken out on the morning of July 14th so I may access it.

Upon arrival on July 14th, the female employee could not find my UPod for approximately 10 minutes. Stating "we haven't received it or a notice for access." I informed her of the situation, and she left for approximately 15 minutes. The employee then returned and stated that she found my Upod, at the back of storage and I would have to wait a couple hours to gain access to it. Again, repeating my displeasure and need for access, she then left for approximately 20 minutes, returned and assisted the next customer. In disbelief, I gave her the benefit of the doubt and waited. Eventually the manager entered, explaining he ran out of propane and I would have to wait for him to get more so he can get access to my UPod. In all, I waited approximately two hours to gain access.

Fortunately, everything was in order - however due to the delay we had to go without several items and make due without our belongings. This move has caused tremendous stress, and turned what should have been simple, into a nightmare. The lack of communication and inability to keep guarantee's has caused great displeasure with the Uhaul service.Desired Settlement: Due to the large amount we paid Uhaul, based on their "guarantee's" and proclaimed "professional customer service", which certainly was NOT the case. We are only seeking a 50% refund, given that the items did arrive eventually.

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She advised Mr. [redacted] she was issuing them a refund for $350 for the late delivery of their U-Box. The refund was issued to the credit card provided and should post on their next credit card statement.

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

Sincerely,

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: To Whom it may concern:I made my reservation March 16, 2013. When I arrived at U-haul in [redacted] to make my reservation, I waited over an hour for someone to help me reserve a Ubox for the end of June. When I approached the counter, a gentleman helped me. He had no idea on how to make a reservation for the Ubox. He told me I would have to wait until the GM -- I think or Manager was available. Im like where is this person and you mean to tell me as big as Uhaul is there is only one person who can help me with the Ubox. It was unbelievable. He told me yes. While I was standing there he called the manager and let him know that I was waiting and the manger yelled back that I had to wait because he was putting a hitch on a customers vehicle and yes the way he answered was in frustration, but Im not sure at what. I just thought it was unprofessional. The location is small so you can hear and see everything. From that moment on it seemed like it was downhill. I waited over an hour like I said, he came and helped me. My reservation was made for Friday June 28, 2013. At that time I also made a reservation for a truck. The week of the move which I believe was a Monday, I got a phone call from The Manager stating that he was sorry, but that there were not any Uboxes available. What do you mean, I made my reservation months ago. He said he understood, but that there were not any Uboxes available in the whole state of Illinois. I was very upset. I asked him what I was supposed to do, Im moving in less than four days and you are calling me now. He told me that I needed to rent a truck and I was like Im driving to Texas with my 10 yr old daughter by myself, Im not doing that, he then told me I could tow a trailer with my car are you kidding me, I have a 2008 Mazda 6 Im not doing that either. I was not prepared to drive 16 hrs thats why I made my reservation so early and reserved a Ubox. What is the point in making a reservation for a Ubox and then one not being ready for you. I was very upset when I was talking to him and he did not have any solutions at the time that I would agree with so I told him I would call him right back to give me a few minutes, I was upset and crying. In the meantime, I called the Ubox department and explained to them what was going on. They did a review and also stated that there were no Uboxes available. I was in disbelief. I called back to the [redacted] location and asked to speak with the manager, he got on the phone and told me that he did some calling around and that there were some boxes that had come in and that I could have one of the boxes. I did breathe a sigh of relief. Im just not sure on the mixup and how you can make a reservation and not have something available. it is still puzzling to me. During my conversation with the manager, I let him know that I would be there Friday morning at 7:00 to pick up the truck with the Ubox attached. That is what my reservation was for and I did not deviate from that time at all. He even told me that they would have it ready Thursday evening. Well Friday June 28 was upon us and this experience keeps getting worse. I showed up a little before 7:00 AM -- waited outside until the doors were unlocked. Approached the counter and a gentleman helped me and I let him know that I was there for my reservation. Low and behold the Ubox with the trailer and truck attached was not ready. There was a lot of fuss and no action. I mean they did not know whether to move me in the truck or what. The manager was like he did not know I was going to be there at 7:00. That just did not make sense to me that is what my reservation was for and we had talked so many times it should have been embedded and set in stone. Needless to say, I had to wait yet again another hour to get out of there and back to my place to meet the movers. The movers were scheduled to be at my place at 8:00 AM and they were there on time and waiting on me. Im paying them by the by the hour and tDesired Settlement: DesiredSettlementID: Refund

[redacted] With all that being said, I am requesting that your company fully reimburses me for my move, for my inconvenience and to help off-set financial shortcomings. Thank you,[redacted]###-###-####

Business

Response:

July 16, 2013

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

[redacted] the Executive Assistant in our Chicago, IL Regional Office informed us Ms. [redacted] has received a refund of $850 credited to her Visa Card.

Because of Ms. [redacted]'s inconvenience Ms. [redacted] also e-mailed her a VIP certificate for $175.00. This certificate can be used on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-haul International

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,

From the moment I realized that my belongings had not shipped, I requested a refund. Even when [redacted] called me orginally he asked what I wanted and I told him that if it were up to me my money would be refunded fully and he told me at that time that he could not do that. He told me the most would be $200 is all he could do. From that point I had to complain to get anywhere with them. They agreed to give me an additonal $650 for my inconviences which are so many. They only offered that because the same day I sent the letter to the Revdex.com I emailed [redacted] and he sent me an email immediately which was nonetheless very inconsiderate like matter of fact. [redacted]'s assitant or admin called me last Friday and told me she was calling regading the letter regarding the Revdex.com and asked me again what I wanted to resolve. I told her I wanted to be fully compensated as in the letter. She said she would talk to [redacted] and get back with me. I guess [redacted] is the only person working for the company that I will never be using again. [redacted]'s assitant called me Monday and let me know that they could offer me VIP gift certificates in the amount of $175 to use for future purchases. Which they emailed me right away. The thing is that is not going to satisfy when I feel like I should be compensated and do not plan on using this company ever again. Are you kidding me? I told his assistant that this is not solving the issue and what I am requesting. Why give me something that I can only use at a company that I do not plan on using ever again. I just finally got my stuff after several trips and missing work. I finally moved out of that Ubox this past Sunday which was the 14 of July. My stuff should have shipped on the 28 day of June and I should have had my stuff a lot sooner than now. So no, gift certificates are not an acceptable offer.

Thank you,

Business

Response:

July 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of North Shore Chicago, reviewed the information Ms. [redacted] provided. She informed our office that their refund for $850 as an adjustment on the rental is more than 3/4 of the U-Box shipping costs and feels the refund is a fair resolution. In addition to the refund, the VIP Certificate for $175 was to give Ms. [redacted] the opportunity to allow U-Haul to redeem itself in the future. We feel the Certificate can be of great value to Ms. [redacted] and is valid for 2 years. Ms. [redacted] relayed that no further refund would be issued.

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.

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 need them to check and see if I can use these certificates for my storage rental. I have a storage at Uhaul in [redacted] at [redacted]. As I stated before, I do not plan on using their services. The only reason why I am using them for storage is because I have used them in the past with no problems. So please check and see if I can use them for storage purposes and I will settle with that.

Regards,

Review: Hello,

Last week I reserved a Uhaul 10' truck to assist in my move from Independence, Kentucky. Master Order # is 21752879. After making the reservation, there was a change in destination, so I called the Uhaul customer service line to make the change from Brooklyn, NY to Leominster, MA. I spoke with a customer service representative who made the change, gave me a new price, and then ended the call. However, when I went to pick up the truck, there was no record of my change in destination - they had either lost the reservation or not processed it properly in the first place. Additionally, after I gave them the info again, they gave me (and charged me) a cost which was significantly higher than the price that was given to me over the phone. As I was without options and in need of a truck to help in my move, I had to go along with it.

The experience of driving the vehicle was also problematic. First of all, there was not a cruise control option, which severely limited the vehicle's ability to efficiently use fuel on my trip. Also, the "fuel economy gauge" was utterly useless. The only time it registered as being efficient was at times when the accelerator was not engaged at all. Any contact with the gas pedal sent the needle to the maximum reading, thereby making it impossible to drive in a way that is conducive to a sound MPG level.

For these reasons, and for the additional stress Uhaul caused at a momentous transitional time in my life, I am asking for a full refund.Desired Settlement: Refund of entire cost

Business

Response:

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

[redacted], our Executive Assistant for the U-Haul Company of SW OH, followed up on the information Mr. [redacted] provided. He informed our office the following email was sent Mr. [redacted]:

Sir, we will not make a full refund on your rental - please tell me the rate that you were supposed to be charged and we will adjust the charges and then review your contract for some compensation but it will not be a full refund

[redacted], our Field Manager for the U-Haul Company of SW OH, has also left several messages requesting a return call from Mr. [redacted] to personally discuss his concerns and offer a resolution. He hopes to hear back from him soon if not already.

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.

Though I did receive and respond to the email mentioned, no actual refund has taken place.

Regards,

Business

Response:

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

[redacted], our Area Field Manager for our SW Ohio regional office, reviewed the information Mr. [redacted] provided and sent him the following email:

Mr. [redacted], I have called you numerous times and left you numerous voice mails that have gone unanswered. I did some research into your reservation and have found that you originally made a reservation going from Independence, KY to Leominster MA. this was later changed to drop off in Brooklyn, NY. this change in drop off locations resulted in a $105.00 higher charge. I have went ahead and refunded the difference of $105 back to the credit card you used at time of reservation. If you would like to discuss this further I can be reached at ###-###-####. Thanks, [redacted] AFM 770014 ###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Haul truck at the U-Haul - ** location off of [redacted] in [redacted] on May 1st, 2014. At approximately 1:15 pm that day, as I was driving inside of the parking garage, I hit the top of truck on the garage and scraped a hole about two feet in diameter in the roof. I called my [redacted] company as well as U-Haul and their [redacted] company and reported the incident. Through the last week I had been in contact with my auto [redacted] agent, [redacted] of [redacted], sending him pictures and all letters and forms I had received from U-Haul. As far as I knew of today, May 14th, 2014, the matter was being investigated by both [redacted] parties, and I was waiting for adjustment numbers to come in.

At noon today (5-14-14), I tried buying lunch but my debit card was declined. I checked my account and saw U-Haul had deposited $390.43 from my account, over-drafting my checking account, and leaving me in the negative. I had zero knowledge of why this charge occurred, was never notified by U-Haul that this charge was going to be made, and did not authorize the charge. I am to be flying home to Iowa tomorrow morning (5-15-14) at 6 am and I have no cash, no money in my checking account, and after spending the last four hours trying to save myself, I have found that no one at U-Haul wants responsibility to help me with a terrible inconvenience they have created for me.

I spent two and half hours on the phone with U-Haul trying to understand why the charge had been made. I was told that the charge was for half of the damages to the truck. I understand that the accident was my fault, but the incident had just happened, the [redacted] process had just begun and U-Haul and [redacted] had not even contacted each other. I WAS NOT TOLD I WAS GOING TO BE CHARGED $390.43 AND NEVER AUTHORIZED THE PAYMENT. I was not treated with respect on the phone with U-Haul, especially when I contacted the office where I rented the truck from. I was sent in TWO loops over the phone trying to find someone who could help me figure out why I was charged. No one seemed to have an answer or mind the circumstances they put me in. I just kept getting transferred to another operator where I would have to repeat the story.

I finally got connected with [redacted] in the billing department at U-Haul and she was able to help me a little bit. She actually listened to my story and what happened, wrote up a report for me and agreed with me that the charge should not have happened and she apologized repeatedly. She explained that at least three weeks time should be given before I am contacted about damages so there was time for adjustments and was quite confused as to why I was charged without the [redacted] companies exchanging information at all. She could not, however, debit my money back to me. The best she said she could do is file the report and then told me someone would be calling me within the next three business days, still leaving me without any money, furiously angry, and hopeless that I'm going to get helped before financial problematic situations arise.

My bank let me know that there is nothing they can immediately do because I used a debit card to purchase the truck and have kept my card number to charge me for damages WHICH I NEVER AUTHORIZED OR SIGNED FOR. U-Haul did let me know on the phone, however, that if I did try and put money into my checking account, U-Haul would automatically pull the money out until the final bill of $845.05 is paid in full, so transferring money from a family member into my checking account won't work unless the amount is over $500 to cover the full charge and overdraft fee and that just gets me back to $0.

After all that has happened today, through all the conversations with U-Haul, A BUSINESS THAT YOU RATE AS AN A+ BUSINESS, I am starving, completely flat broke, can't drive anywhere, am supposed to be at the airport at 5 am tomorrow morning, and most importantly, I do not have any answers as to when, how or if I will be getting my money back from U-Haul.Desired Settlement: I am desperate. Currently I have no idea what to do. I am starving and assume I'll have to ask for money from friends I barely know and just met.

I need the $390.43 debited back to the debit card it was charged on immediately as that is all the money I have to my name as well as some school loan payments that will be trying to pull from the account.

If I do not receive my money from U-Haul tomorrow (5-15-14), I plan to sue U-Haul for the work I missed this afternoon, the time ahead of me spent without any money and the nightmare of day they put me through today.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. He acknowledged he is aware he is responsible for the damage done to the U-Haul truck. Ms. Martinez issued a refund for the damage charge in the amount of $390.43 on June 10th back to his [redacted] account and advised Mr. [redacted] he would be notified what he owes for the damage when the claim is resolved through RepWest [redacted] Company.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: Was overcharged as well as charges made to my credit card that I did not authorize. We were promised a full refund and have not received.

On Sunday August 12th, we rented a trailer from Uhaul. Paid for 1 night on my credit card when we rented because we had intended to return the next day. The trailer was 29.99 a night. The next day we were unable to return due to husbands work. We called and told them we would pay cash when returned. We were assured this would be no problem. We had rented from them on numerous occasions to the point they knew husband by name and acted like it would be no problem. Continued to do the same thing until trailer was returned on August, 17th. During this time frame they began to charge my card. Made to call to local office was told they had not charged my card that it must have been cooperate and it would not happen again. The next day , my card was charged again. When we returned the trailer we were told we had to pay $135 to close the account and they would give us a full refund. Instead the next day my card was charged.. total charged to card was 278.10 on top of the $134.95 paid in cash.. Was charged a total of $413.04 for what should have been approx. $210.00 Calls to customer service has not helped. Have been told that we will get a refund once they discover why we were overcharged and will have someone call us.. No one has ever returned our calls.. For the past few weeks we have been trying to get a receipt for the $134.95 so we can file with our credit card company.. Have gone by there numerous times and still no receipt.. Keep getting told the person who can do that is not here, have not had time, etc..Desired Settlement: Would like my card refunded for the unauthorized and overcharged amounts.

Business

Response:

October 30, 2012

Thank you for your

concern for our customers Mr. and Mrs. [redacted].

Ms. [redacted], our

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

the information Ms. [redacted] provided. She explained the rental

charges were reviewed. The trailer was kept for 8 days but they were

charged only for 7 days. Other than a refund for $29.95 that Ms.

Avery states was issued, the remainder of the charges are correct.

The refund should post on their next Master Card 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 had reserved a U-hual trailer from the the location that is provided and upon picking up the trailer I was told that they rented out all of the trailers that day and I could either rent a box truck or go elsewhere. I had made my reservation via phone a few days prior so I felt as though this was a mistake on their end. Upon entering the store and inquiring about my trailer, I was informed that none were available to leave the state and my only option at that point was to rent a U-hual truck that would end up costing me an extra $1,000.00 plus gas for my move. My move did not require that much space and I surely wasn't happy to spend that money but I was told that was my only option. After my move I contacted the store and corporation and have been in contact with the manager of the store and she has told me that my reservation never existed and that her employees must have been "lazy that day" because in fact there were 12 trailers that were able to leave the state. So due to the stores laziness I had to spend over ONE THOUSAND dollars more than what I was originally quoted. I have still been in contact with the manager and she has stated that she doesn't understand why I am asking for the difference to be refunded to me. I told her that regardless if my reservation got mixed up somehow, I should have been able to rent one on the 12 remaining trailers. She keeps dismissing my complaint and is negating my side of the story. I'm not sure why I would have paid so much extra money if there was a trailer ready and available for someone to use. I have used U-haul in the past and have had outstanding customer service and have never had any issues with them or their employees. The one and only time an issue arises I am told that I am at fault and that I never had a reservation in the first place and that upon entering the store I only inquired about a box truck and not a trailer. In my opinion this is terrible customer service and I am extremely upset with how U-hual is handling this matter.Desired Settlement: I would like to be reimbursed for the difference of what I was forced to pay. I was quoted a trailer for around $350.00/$400.00 and ended up paying a total of $1,331.13 plus gas to fill up a huge box truck that I did not require for my move. I feel like asking for the difference is acceptable and should be given back to me due to their lack of customer service.

Business

Response:

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he was unable to verify the information she relayed and that a refund would not be issued. We had provided Ms. [redacted] what she had requested.

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,

[redacted] I am not satisfied with the way U haul has chose to deal with my complaint. They are stating that I was never given a price quote even though I have the email to prove it. I was told that they would review audio footage that was recorded of me when entering the store property, they have not done it. I keep being told that my side of the story has been falsified and there is nothing they can do to prove that I did in fact inquire about a trailer. They have told me that they have absolutely no record of me calling the store or no record of the price quote. Im unsure how all this info has been erased from the system but as I stated above, I have the emails to prove it. So as of now, this complaint has not been settled and I have no problem taking the next step to insure that my money be rightfully refunded to me.

Business

Response:

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He spoke to Ms. [redacted] after doing a great deal of research on her transaction. He relayed he would not have seen the quote due to the fact he was researching for a reservation. He specifically asked if anyone asked her for her hitch information on her 2008 or 2009 Pontiac G3 she was driving, which he stated would not pull a 6x12 U-Haul trailer. She replied she was renting a pick up from [redacted] to tow the trailer. Mr. [redacted] asked how was she able to supply the hitch information to make a reservation and Ms. [redacted] explained she received the information from [redacted]. Mr. [redacted] called [redacted] and was informed they do not rent any vehicles with hitches for towing and do not rent pick up trucks one-way. He did view the security video at our U-Haul location, which showed that her Pontiac was driven to the Lafayette U-Haul location. She spoke to our GM and asked for a 14' U-Haul truck. He did not have one but our West Washington St. location did. We made the reservation and she left and went directly to that location and rented the truck. Both U-Haul locations had at least 5 or more 6x12 trailers. Mr. [redacted] advised our office that with all the above considered, he concluded Ms. [redacted] was trying to rent a trailer but she did not have a vehicle capable to tow. He called Ms. [redacted] and left her a message on what he found from his research and relayed he cannot verify the information she gave. He still believes she was served and given what she requested.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 6/10/13 I called Uhaul to help me with my move. I needed 8 containers delivered to my house on 6/13/13 and picked up on 6/19/13. I was told that it would not be a problem, and that I would be getting a phone call in the next 24hrs to inquire of any additional supplies I may need. I never received a call. I called them the day of the delivery and was told that they didn't have enough time and personell to deliver my boxes before the next three weeks. They said they wrote my phone number down wrong and had no way of contacting me. I asked them why they didn't email me. No response. I negotiated with them and they ended up delivering my boxes on 6/15/13 and wanting to pick them up the next day. They gave me less then 24hrs to pack up my 5 bedroom house, when I was specifically told that they would be picked up 6/19/13, six days later. I left town to Minneapolis.

They were very slow to having my boxes picked up and they said that one was overweight, and I had one of my friend redistribute the weight into another container. My landlord had to call Uhaul and complain and only after that were the containers picked up.

When I went to check my account, my account was overdrawn $1000 and I had to call Uhaul and I was on the phone with them for over two hours andmust have been transfered 10 times and hung up on twice.

Finally, I got through to Kim who was very helpful and refunded the money ($1201). However, I have been charged again ($87.55) for a different charge and my account is in the red and .Iam being charge bank fees. I have had an awful experienceDesired Settlement: I would like Uhaul to refund all the money that they overcharged me. I would like Uhaul to refund all the bank fees that have accrued. I would like some sort of monetary compensation for the awful experience. Overcharging their customers almost $1300 is borderline criminal.

Business

Response:

July 6, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].Ms. Ashley Covell, our Executive Assistant for the U-Haul Company of Southern WA, followed up on the information [redacted] provided. She informed our office that they reversed the majority of charges on June 28th. Although they could not confirm the additional charges of $87.65 that [redacted] states he was charged, they did make the refund 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,[redacted]Executive AssistantU-Haul International

Review: In 2007, I rented a truck with U-Haul. I received two separate charges for the rental. The first was correct, the second was incorrect. I disputed the incorrect charge in the amount of $515.63 and received a CREDIT FROM U-HAUL. Five years later, in June 2012, when attempting to rent a truck from U-Haul, I was told I could not pick up the truck until I paid an outstanding bill of $515.63. They forced me to put it on my credit card, which I did because they said they could not help me determine the cause of the bill and if I wanted the truck then I would have to pay it and then request resolution later. I have spent six months trying to resolve this issue. After speaking with 5 different people at U-Haul, all of whom declined to assist me (or even have knowledge of the charge, regardless of their department), I filed a dispute through Chase. That led to a request from U-Haul that I provide PROOF of the prior Credit. I went back and got the proof of the credit from [redacted] (the original card used). I faxed it to the number they requested. I called today, two weeks later to insure they had received it and that my new credit was bring processed. They told me that they would NOT recognize the credit from 2007, even though they issued it and that they would not be crediting my money back and then the rude customer service person hung up on me. They cannot hold my money hostage on a BOGUS invoice!Desired Settlement: I would like my $515.63 back. Thank you for your help! (also, I am filing the complaint against corporate because even though I rented the trucks from various locations, it is corporate who charged me and is unwilling to refund the charge.)

Business

Response:

February 15, 2013

Thank you for your concern for our customer [redacted] rented a truck one-way on May 15, 2007 from [redacted] and to be dropped off in [redacted]. Her rental allowed her 196 miles and 1 day to make her move. The total amount collected at the time of rental was $167.79. [redacted], however, kept the truck for 8 days, drove 587 miles, and chose to return the truck to [redacted] instead of dropping off one-way in [redacted] The local rates were then applied for the 8 days and 587 miles. Total local charges came to $683.42. The amount we collected for the one-way rental was applied, which left a balance of $515.63. Please be advised all charges are 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.

Despite U-Haul's claims now of a valid claim, back in 2007 when the rental actually occured, they agreed that their claim was invalid and issued me a credit. Attached is one page verifying the credit. I also have a number of other documents I can scan and send if necessary. They agreed they made a mistake in 2007 and then 5 years later, in 2012, they decided to change their minds and hold my money hostage. That is a terrible way to do business!

Regards,

Business

Response:

March 6, 2013

Thank you for your continued concern for our customer [redacted], a Customer Service Manager, reviewed the information [redacted] provided. He explained the communication [redacted] forwarded was from [redacted] advising her they credited her account and were closing their claim against U-Haul. [redacted] credit card was charged for her rental in June 2007. The amount was drafted from [redacted] account since her card was not physically swiped. When a card is not swiped a credit card company will always rule in favor of the card holder, whether the charge is valid or not. In this case the charge was valid and U-Haul did not approve the credit, but [redacted] did. [redacted] asked that we relay his appreciation for contacting us and inform your office that because the charge is valid a refund cannot 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

Review: I researched the correct uhaul location through google, and found the one I needed in the Bronx, NY, at [redacted]. When I called what I thought was a local number, I talked to someone who offered me a price on a day for the van I requested, which is advertised around town the same as a 10' truck, 19.95 a day plus miles. The customer rep suggested that if I'm only traveling a certain distance, that I could / should get a flat rate 70mi for about $120 for everything, otherwise it'd be about $1.60 per mile. I agreed. But then, I called back a few days later, realizing that I needed that 10' van for moving the furniture. I called and asked who I thought was the same person, about if I could switch the same price over to a 10' truck reservation change, he said yes. I said ok and went in to the Bronx store expecting that, but the guy said no to it. In fact, he first quoted like $2.10 per mile, which was a real slap in the face, making an estimate over $160. He said I'd have to pay whatever milage, and that flat rates only happen for vans. I got upset about it, and all he could say is that phone reps sometimes don't know or mislead customers of this story, but they don't work at his store, and the flate rate for trucks are not possible. He offered a name and I don't if it's the guy I talked to, it could be, the name is [redacted]. He must have assumed he could help out by offering less for the milage, so I left there at a rate of about $1.80 per mile.Desired Settlement: I paid with a card. I estimate I lost about $30-$40 of what rates were expected upon the call agreement. I want that refunded to the card that I used

Business

Response:

December 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Representative for U-Haul International, followed up on the information Mr. [redacted] provided. She pulled up the call to listen to the recorded conversation between Mr. [redacted] and our E-Center Sales and Reservations Department Agent, [redacted]. The reservation was made for a cargo van. Mr. [redacted] was quoted the rate of $120, which included 80 miles. Any additional miles would be at .59 a mile. Mr. [redacted] quoted this rate after Mr. [redacted] relayed he would be traveling approximately 60 miles. Ms. Reagan explained the in-town rate was also provided at $19.95 for the cargo van plus $1.79 per mile. The rental contract indicates Mr. [redacted] rented a 10-foot U-Haul truck and was charged the correct fee for his in-town rental. If the truck size was charged, the rate would change accordingly.

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,

The telephone call referred to by UHaul is not relevant. The name of the reservation agent is the one for the initial call, and I wasn't aware. I thought that the local bronx store gave the name of the correct person. The correct person is the 2nd call to an agent who confirmed the error reservation. I had called back and asked if I were to switch to a 10 foot truck, that I would have the same price as the van. That person "yes," so as to not worry about a price change. Please research for that conversation called from my ###-###-#### number, a ###-###-#### number, or a ###-###-#### number. From there, you would listen to the error and have correct clarity of my grievance.

Business

Response:

December 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior CSR for U-Haul International, reviewed the information Mr. [redacted] provided and relayed that based on that information, she issued a refund for $21.69 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: When I first reserved a storage unit with u haul I reserved a 10 by 20 when I got to the facility they did not have my unit available so I had take take 2 smaller ones and was expected to pay full price for each the manager of the store said he would try to discount it for me for the folling month when my first payment would have been due I tried to contact him with regards to this with no response so I emptied the smaller of my 2 units and kept the larger unit my payment per month is 1697.69 on may 29 I tried to contact the manager of the store cause I was 69 cents short on my credit card to make the full month of junes payment so I was trying to get the 69 cents deffered to julys payment or If it would be ok if I came in to pay the storage a few days late without having to pay the $15 late fee I never got a response from the manager I then went in on june 2nd to make my payment and they told me they could not take the $197 from the credit card and the 69cents in cash they called it a partial payment I asked to speak with the manager and was told he was not there Through the full month of june I have tried to contact this gentleman and had no response On july 3rd I went in to the u haul again and spoke with the manager and all he did for me is take off my late fees from the month of june I do not feel I should have to pay for that month or continue to pay I just want my stuff back and now they are claiming I owe them almost $400 I can not pay that I feel their customer service is very poor and something should be done about this Thery have taken advantage of the fact that I can not make it to the u haul storage facility at anytime I choose to rectify this matter myself I have spoken with william stenhouse the marketing executive assisstant as well and he has done nothing about this matter either this company is very unproffesional and very unorganised.I would have had my unit empty by the end of june had they have handled the situation properly.

Product_Or_Service: storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want them to allow me to take my belongings out of the storage unit as early as july 7th 2012 without having to make any further payment or a payment for the month of june I did everything on my part to clear the situation up with no co operation on their behalf

Business

Response:

July 13, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Central Ontario, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and was able to reach a resolution. Ms. [redacted] removed her belongings yesterday, therefore, all charges prior to July 12th have been removed.

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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