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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: Rented equipment to move. Had multiple issues involving both mechanical with the truck I paid for, as well as service, with horrible experiences both at pick up and drop off locations. As well as harassment. For example, we were scheduled to return the truck to a specific store of course, for some reason were receiving calls from 7 OTHER stores for several days even after we'd returned the truck. Callers were persistent and left threats. When we wrote to corporate about our negative experience (reference number # 343931), we received a phone call (Caller's name: Chris, out of Jacksonville Store) stating that we would get a credit of $49.95 back on the Mastercard we'd paid with. Never received credit, despite multiple calls to the store. Our calls were not answered at all, or answered by people who stated they could not help us. Wrote to corporate again, received reply from [email protected] stating that the case had been reopened with reference ID 335926, and promising we would hear from "the general manager within 48 hours". We never heard from him. Every attempt to contact him or corporate again, with reference ID number and Jan SLowtalker's email included went unanswered.Desired Settlement: I would like at LEAST the $49.95 refund that we were promised, at this point it does seem like this was all just false advertisement. What would be even better, is additional compensation for the fact that both store-level and corporate has blown us off and we are still having to take time to work on this 3 months later. Also because the truck ran so poorly it took us over 4 hours to make a 2 hour drive. We missed our leasing agent, had to pay for a hotel and food for the evening. Also, due to running the truck twice as long as should have been necessary had to put $100 worth of gas in the tank. Their providing us with a faulty truck cost us much more than the $50 service recovery they offered (and didnt come through on). Would really like some sort of reimbursement for the added expense we incurred by being put in a faulty truck. [Rental was 11.29 thru 12.1]

Business

Response:

February 28, 2013

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

Ms. Donna Dunn, our Executive Assistant for the U-haul Company of Jacksonville, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. She explained they strive to achieve good customer service and relayed that Jacksonville U-Haul locations are on the Go-Green Program where customers can return used boxes for other customers to reuse. Ms. Dunn relayed she issued a refund for $100.00 back to Ms. [redacted]’s Master Card account as an adjustment on her rental. The credit should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. Dunn also sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

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

Sincerely,

Maria Palmisano

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 appreciate U-Haul's speedy response and cooperation very much. However, I am concerned that they still have my credit card on file. Isn't this illegal? I have not utilized any of their services since November, therefore they should not possess any sensitive information of mine, such as credit card numbers.

I have reviewed the response made by the business in reference to complaint ID 9442638, 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 am currently an active reservist for the [redacted]. I'm pursuing my ** bill in music and needed to relocate out to [redacted]or school. I planned a trip f[redacted] my home state of [redacted] in intent to leave 0500 on September 11th 2013 being that my girlfriend who is also traveling with me for school had an interview in [redacted] that could of potentially landed her a great job. Seeing that I'm a Marine I also plan ahead and scheduled for a hitch to be installed on my vehicle a week prior. The instillation was scheduled for September 7th at 0700. When my girlfriend and I arrived at the [redacted] facility the associate had informed me that we were scheduled for instillation on the 6th of September. I showed the associate my email and text message confirmation showing that our appointment was the 7th not the 6th. Keeping in mind that I had already prepaid for the hitch, the associate tells me well we marked you as a no show and refunded your money back via check. We were also told that if we wanted to go ahead still with the hitch installation that we would have to leave our car overnight because there was no one that day to work on it. This was a bit of an inconvenience but we agreed to go ahead and leave the car and just accept that there was a missed communication on their end but mistakes happen. So we proceeded to leave the car and carry on.

We left the car with U haul until that Monday September 9th because a 5x8 trailer was going to be hitched up for our trip. We arrived back to the facility to find out that we have to pay again for the hitch seeing that they marked us as a no show (even though I wasn't) and of course pay for the trailer itself. I asked if they gave any type of military discounts seeing that now I'm currently out more money then I should be. The associate says yes but then forgot to give me one. He told me that when I drop off the trailer in [redacted] just have them refund me for my military discount. I have a background in retail along with my girlfriend and that's not how that works. She even asked the associate if he could mark that down in the system because she knew herself that there's no way another facility would refund the mistake of a different store. When everything is all set and paid the associate gives me my keys and tells me my car is in the back. Doesn't walk me to the car to ensure that everything was secured. I start to travel down the freeway which is a 20 minute drive to my house with my girlfriend behind me frantically trying to call me because the lights of the trailer were not working and no one could see my blinkers and a semi truck almost smashed right into me. I finally get to my house and have my hazard lights on to back into the driveway when another car almost smashes into me because the truck lights were not working.

My girlfriend calls customer service extremely upset over the 2 potential accidents, the lack of consideration and knowledge of the associate and the inconvenience of having to move money around f[redacted] different accounts to pay for things that were already payed for. U haul had roadside assistance come out and they fixed the lights but still on the customer service side there was just no consideration.

Next day, day before we take off to hit the road we pack the trailer up at one house and drive to the next for more loading. We notice that the trailer was shaking more the usual and had to pull over into a parking lot. We seen that the trailer was NOT hitched up to the car securely and they trailer believe it or not was seconds f[redacted] detaching f[redacted] the car, which would of caused another potential accident. So now we have 3 safety issues within a day.

We tighten the trailer ourselves but call to speak to a manager being that we only had this for a day and we have already been through a nightmare. We asked if roadside assistance could come out and just do a walk through just make sure that everything was secure before we travel across country. It was like pulling teeth but finally someone had said they were coming out, but only later to call back and say they lost their truck and no one was coming out. I really want to know how you lose your truck. Our only option for safety purposes is to wait till our local U haul store opens the next day and take it there. That unfortunately pushed us back a couple of hours and my girlfriend missed her big interview and the whole reason why she was relocating to [redacted] school.

While on our drive out we kept calling and calling and calling to get some kind of resolution for all this madness and NO ONE seemed to want to help. We were told that our only option was to close out our contract when we drop off the trailer in [redacted] and open a complaint. That's what we did, we turned our trailer in as of today September 16th 2013 and called customer service to get this resolved only to find that they original store's manager had refunded us $100 and put in the system as everything be resolved. We never knew about this nor did he even ask if this was okay or what our thoughts were. I once again spent a whole afternoon talking to multiple people about this and got nowhere. I was told that the regional manager for that area was going to call me today within a couple of hours and never got any calls. I don't feel like all the stress, 3 potential accidents, time wasted, money and missed career interview is all better with $100. This to me is not a resolution or any type of consideration for the nightmare that we had to go through. I just got back [redacted] and just trying to make a somewhat of an easy move to pursue my career as well as my girlfriends but U haul made the experience scary, miserable and irritating. It was almost like lets take your money twice and run. We have documentation, pictures, names and phone numbers of everyone we have talked to and reference ID numbers for all the complaints we filed. No one ever wants to contact us back and we end up contacting them back but always get some one different and have to tell this story over and over again. We really just was this resolved fairly so we can move on.Desired Settlement: We feel it is a fair resolution to refund us 100% for not only the hitch but trailer too.

Business

Response:

September 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted] our Executive Assistant for our [redacted]gional office, followed up on the information Mr. [redacted]provided. He informed our office he spoke to Mr. [redacted]and offered his apology for the problems he encountered in [redacted] Mr. [redacted]dvised Mr. [redacted]that normally his type of situation would warrant a refund for $100, however, due to him completing his move, Mr. [redacted] was willing to refund 50% of the trailer rental. He also relayed that our U-Haul location gave him a break on the hitch installation by not charging for labor to install the wiring, which was a savings of $48. In addition to a refund for $100 that was issued on September 11th, Mr. [redacted] issued a supplemental refund for $116 on September 20th to the same [redacted] account. Both credits should post on Mr. [redacted] next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck for moving purposes. First they forgot the dolly so I was not able to start moving on time. Then I had to come back up there in the truck to pick it up which put more miles on the truck. Then, the truck they gave us was not acceptable. The tail light was out, gauage was broken, and it did not drive good at all. I asked for another truck and they would not give me one. They laughed and said they have to rent every truck on the lot even if it is not in a good condition. I spoke with customer service their 1800 number several times and they stated that someone from the corporate office would give me a call. I never received one so I called back then they said the manager of the store would call. I never receieved a call so I called back again and then she finally called. This was about a week later. Once I spoke to her it did not do any good. She was rude, talking over me. She was even getting loud with me. She was not trying to hear what I had to say so I had to disconnect the call because we were getting nowhere. This was the most horrible experience I have ever had with U Haul and will not be using them anymore. From the call center to the local office.Desired Settlement: Refund

I would like my money back for the horrible service and the lies that were told from the corporate customer service and the manager at this local branch.

Business

Response:

March 22, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a return call. She spoke to our GM of our U-Haul location involved and was informed that Ms. [redacted] requested another truck and our GM told her okay and that it would be just a minute. Ms. [redacted] relayed she did not have time to wait. The brake lights were checked 3 different times and they could not find anything wrong. Our GM advised Ms. [redacted] if she experienced a problem with the truck to call our toll free number for assistance. Ms. [redacted] stated there were no record of calls during her rental and since Ms. [redacted] had to return the dolly, she was not charged a rental fee. Also upon return, although the truck was kept for two days, Ms. [redacted] was not charged for the extra day rental or the extra Safemove Protection fee. In addition, she was not charged for the fuel. In the end, Ms. [redacted] received a discounted fee of approximately $120. Ms. [redacted] added that the truck in question has been rented out continuously since this rental with no wiring or brake light issues reported. She advised our office a refund is not warranted in this case and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I was not offered another truck and have witnesses to prove that. Also I was not charged fuel because the gauage was not correct but do keep in mind I was charged extra mileage for having to go get the dolly again. Also I was offered an extra day because U haul delayed my moving by not putting my dolly on the truck. Also the issue was more than this what about the horrible customer service expericence I recieved from the Manager at this [redacted] location. This call was recorded and should be found. And once again I WAS NOT offered another truck when I asked for one because I would have waited. I was already behind due to not having my dolly on time.

Regards,

Business

Response:

March 26, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $25 as an adjustment on her rental. The refund will be issued back to Ms. [redacted]’ Visa account and should post on her 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: My car broke down while my wife & I were vacationing in [redacted] & I chose to tow it home rather than have it repaired in [redacted]. I called the nearest U-Haul location to rent a truck & tow dolly to accommodate my car, a 2000 VW Beetle. The U-Haul representative assured me that the equipment I was renting was the proper equipment with which to tow my car, which rides very low to the ground. They provided me with a truck that had 3/8 of a tank of gas in it & I added $85.00 of gas to the truck in order to fill the tank, just prior to picking up my car from the mechanic & beginning the 190-mile drive home. Upon arrival at the mechanic their employees proceeded to push the car onto the tow dolly, AS INSTRUCTED BY U-HAUL, & it was immediately clear that the equipment would not accommodate my car. the under-carriage guard was torn off by the tow dolly, the front bumper was cracked & the right-hand fog light was broken due to the fact that the base of the tow dolly did not allow the proper clearance for my car. We immediately determined that we could not tow the vehicle home & had to leave it at the shop for another night to be repaired, return the equipment to U-Haul, check back into the hotel for another night, miss an additional day of work (my wife and me) and pay to have the additional damage to my car repaired. U-Haul informed me they would reimburse me for our rental costs upon returning the equipment but WOULD NOT reimburse me for the $85 of gas I put in their truck. They said the best they could do was send me a $40 credit. Upon my return home I continued to pursue the total reimbursement for my gas & repair expenses ($380 to replace the under-carriage guard & a quick-fix glueing of the bumper & fog light). U-Haul passed along my claim to their insurance carrier & I was later informed by their insurance representative that my claim had been denied on the basis of them insisting that they had provided me with the proper equipment. If this was indeed the case then why was my car so significantly damaged? As for the gas reimbursement, U-Haul eventually agreed to reimburse me for HALF of that expense, $42.50. I find their response in this matter to be completely unacceptable and am pursuing full reimbursement for my gas & the expenses to repair the damage caused by their equipment.

Product_Or_Service: U-Haul truck & tow dolly

Order_Number: N/A

Account_Number: Contract #:[redacted]Desired Settlement: DesiredSettlementID: Refund

Full refund of my gas & repair expenses as described in my complaint description. I have received a $42.50 check from U-Haul, which represents 1/2 of my $85 expense for UNUSED gas, leaving $42.50 to be reimbursed. My expense to repair the damage to my vehicle, caused by U-Haul's equipment was $379.48. Adding the additional requested gas reimbursement of $42.50 amounts to a total of $421.98 which I am seeking to have reimbursed to me.

Business

Response:

July 8, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He assured our office that our U-Haul Tow Dolly was the proper equipment to tow Mr. [redacted]’s vehicle safely. Because Mr. [redacted]’s car was broken down, we did not have the opportunity to physically inspect his vehicle before he was rented the Tow Dolly. A full refund was issued for the rental plus $42.50 for fuel he had put in the truck along with a $40 VIP Certificate that can be used toward a future purchase or rental on the many p[redacted]ucts and services U-Haul has to offer. Mr. [redacted] relayed that no further refund will be issued, however, if Mr. [redacted] wishes to pursue his damage claim, he can to contact his assigned adjuster of RepWest Insurance 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,

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,

Somebody will need to provide me with a LOGICAL explanation (other than "It's company policy" as to why I would not have been TOTALLY reimbursed for the $85 worth of gas that I put in the tank & didn't use do returning the truck within the hour. At the time of the incident all that U-Haul would provide me was a $40 credit towards a future rental (as if I'd EVER rent from U-Haul again). I still have not even printed the credit that was e-mailed to me & continued to seek full reimbursement for gas upon my arrival home the next day. Somebody at U-Haul finally agreed to a HALF reimbursement of $42.50, which still does not satisfy my request. It was enough of an inconvenience for me to receive a truck with no gas as I embarked on a 200-mile trip home. To then have to fill the truck with gas that was never used only added to this mess. This could have all gone away if someone at U-Haul had exhibited a bit of common sense & immediately reimbursed my gas expenses. Instead U-Haul has now lost a long-time, loyal customer, this incident will be blasted throughout social media to be seen by tens of thousands of our contacts & I have advised the organization for which I work not to do any further business with U-haul. Bad job on their part.

Business

Response:

July 23, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

In an effort to bring closure, I have issued a supplemental refund check for $42.50, which is the remainder of fuel Mr. [redacted] states he put in the U-Haul truck. He should receive the check within the next 10 business days.

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 trailer that I drove from Anderson, SC to Charleston, SC that took me 7 hours to get home because I couldn't drive over 45mph on the interstate. The drive alone was unsafe for me and others on the because the trailer would sway all over the road. It took me 3hr 30min to get there and 7hrs to get home. Upon reporting the issue and asking for a refund for my business I gave u haul about 3 weeks to process this. I keep getting pushed around to different people and no one helps. I also told uhaul that the trailer should not be on the road because something was wrong with it (ive towed many things for my company and personal with no issues). I also returned my first trailer to a different location in Anderson, SC that day as well. I rented a trailer that was supposed to be 12ft long and it was only 11ft 4inchs and I had to have the full 12ft. I had the trailer for no more then 15 minutes before I returned it and was told I would get a full refund. Upon looking at my credit card statement I was charged a 2 day rental for 15 minutes. I also brought this to uhaul attention and same thing I've been passed around to multiple people with zero help. All I wanted is a refund for the wrong trailer and a faulty trailer as well.Desired Settlement: Full refund of both trailers. One being a faulty piece of equipment, a danger to others and my self, and other for false advertising.

Business

Response:

December 16, 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 South Carolina Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised of a refund for $162.01 as an adjustment on his rental. The refund was issued back 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,

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: 02/15/15 Sun. approx. 11:00 AM: Rented U-HAUL Truck: ###-###-####; from employee [redacted]. Estimated cost $62.32 to cover mile, destination CubeSmart self storage + logistics [redacted] (PH#: ###-###-####). TOTAL DISTANCE DRIVE FROM U-HAUL 02/15/15:a) 1ST STOP 0.7 MILES (3 minutes): Load truck at [redacted] FINAL STOP 3.8 MILES: CubeSmart self storage + logistics 02/15/15 2:00 PM:1st CALL to [redacted], related driving to storage; water level indicator on, hard to steer and breaking, engine light indicator on, driving stalling. [redacted] related, that's bad, call Emergency 800 to report. Turned off [redacted], due to unsafe condition of veh. Also concerned for safety of passengers if veh. stopped on busy [redacted]. Wanted place veh. in safe location accessible for maintenance and/or tow service. In summary, upon arrival to storage facility, contacted Emergency PH#: ###-###-####; report taken.[redacted] contacted again with status of truck, being left at storage facility lot. U-Haul Key left inside truck under seat for tow truck personnel as instructed by Emergency Office. [redacted] said he would let his boss [redacted] know what occurred with truck; that I should be compensated or charged removed. For me not to worry he would handle everything and contact me. Since rental on 02/15/15, I always contacted [redacted], expressing my dissatisfaction of no resolution by [redacted]. I was charged twice; $62.32 and $49.14. [redacted] did not know why I was charged twice and said he would speak with his boss [redacted] again. Stating [redacted] is busy, doesn't know what [redacted] is going to do, but will let me know. 02/20/15 Fri. 2:23 PM-5 DAYS:Called [redacted] again expressing my concern of over billing, my complaint not resolved by [redacted] said call ###-###-#### and they would take complaint.a) Filed complaint with male rep. stated it would take 3 business day for District Mgr [redacted] to respond. b)Called [redacted] back related I'm unsatisfied this same [redacted] who hasn't resolve complaint. [redacted] said, hun I'm driving and hung up.Desired Settlement: I would like to be totally refunded: $111.46 (gas tank full)a) original rental cost: $62.32b) over charge: $49.14Was not able to complete moving planned. Could not drive truck into truck off-loading dock area inside storage building. Had to walk from truck outside, back and forth with large furniture, couches, that was such and inconvenience, as well as very cold temperature, and the wind caused much adjusting while items tend to blow away and/or off pallets. Totally unprofessional.

Business

Response:

February 24, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our North [redacted] Regional Office, followed up on the information Ms. [redacted] provided. He informed our office a full refund for the rental in the amount of $111.46 was issued back to Ms. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

I will never utilize U-Haul's services ever again and I have already informed all family and friends to use any other moving company in their future moves. My husband and I moved from Edmonton, Alberta, Canada to Toronto, Ontario, Canada at the end of August on the long weekend this year. We had phoned the U-haul store prior to picking it up to make sure that their trucks had working adapters, and we were told that they would. We received a rental truck (17feet) that was extremely dirty and a tow-dolly for our car. My husband tested the adapter in the truck to make sure it was working so that we could have our cell phones charged for our long move in case an emergency happened. It did not work, so the U-haul store told my husband that he would have to drive the U-haul rental truck to their southside location to get it fixed. My husband drove it there, waited, and nobody there was able to fix it. So they sent my husband to drive the truck to another location, and so he did. They were able to fix it at that location, by this time it was late afternoon. We had scheduled our friends to help us move that day at 2pm, however due to the fact that the truck was still getting fixed we had to cancel it and move everything ourselves (my husband and I only) that evening when we got the truck back to our house. The next day, we went to leave and hook up the tow dolly. What a surprise, the tow dolly was broken. U-haul had saran wrapped one side of the tow dolly to try and keep the parts together because a washer or some part was missing. I called the U-haul store and asked if they could fix it or deliver a new tow dolly. They told me that they were extremely busy and didn't know if they would be able to fix it that day and they couldn't get us a new one. They said I could take the tow dolly to their southside location and wait there to get it fixed, but they said it could take a while there too. I asked if somebody could come fix it on site, and they said they have roadside emergency assistance but they weren't sure how long that would take either. I called the emergency assistance line, waited on hold, got through to an agent, and requested assistance. A man came to fix it about 1.5hrs later. He fixed it, and by this time it was late afternoon again. I called and made a formal complaint with U-haul after we moved on Sept 13, 2012 and they said somebody would contact me within 3 weeks. 3 weeks passed, I called on Oct 4, 2012, and an agent told me that there was a note on my file that an employee had left a message with me. I never received a message from a U-haul agent on my phone. The agent transferred me to this employee's number, I got through to this employee who said that she has never seen my case, upon which I briefly summarized my complaints, whereby she then said again that she has not seen my case yet but that she "would remember a case like that". She told me that she would look into it and get back to me by the end of that day. We confirmed my contact number and she had the right number. I did not get a call back that day. I called back the next day, Oct 5 2012. The employee said she hadn't looked at it yet but will get back to me by the end of that day. She left a message that day saying she had a resolution. I called back within 10 minutes of the message, got no answer, left a message. No response that day. I called her on Oct 9, 2012, left a message as there was no answer. I called again that day, reviewed the case with her again, she said she could refund me for the tow dolly but that's it, as the adapter "does not impede the vehicle" and it's "not a government regulation" that their trucks have working adapters. She said she would investigate further the adapter getting fixed at the two different uhaul sites and call me back. I called back Oct 16, 2012, no one answered. I called back today, Oct 18 2012, and she said the same things and only refunded me for the tow dolly. Overall, it was a completely unprofessional experience, the employee told me it was "not necessary to get upset about this". At the very least, please respond to consumer complaints within the time frame that you dictate.

Very poor customer service. Took over a half an hour for someone to help pay a bill. Now apparently they make a note that I can never rent another truck from uhaul due to there poor service. I will never use this company again. This is twice I have used them in the past 2 years and both time very very poor service.

Review: I rented a 14 foot truck from this location on Saturday 12/14/2013. I decided to also take the insurance option that was offered as well @ $14.00. I had also rented a four wheel furniture dolly from them for $7.00. The truck was brought to the front of the store the sale person opened the back door and threw it in. He gave me no instructions and simply walked away. I returned the truck on Sunday morning @ 9:10 AM. The gentleman that was assisting me noticed the "standard" furniture dolly was missing when he inspected the truck. I told him he might be in my garage and I would look and return it that day. He "closed" the contract with my charges totaling $346.66. I never was presented the opportunity on Saturday to inspect the vehicle to determine if the dolly was present on the truck. I checked in my garage and the dolly wasn't there. I contacted the people who unloaded the furniture at my home and they indicated they didn't use a dolly. I had made two stops to pick up furniture. One was a private residence and he I witnessed him use his own dolly. The second location was a furniture store and I was inside when the items were loaded. I had to wait until Monday to check with the second location and they advised me they used their own dolly to load the furniture. I called the U-Haul location and advised I was unable to locate the dolly and the person I spoke with said they would check with their manager and call me back that day which never happened. I called several days later and asked for the mgr to call me and she never did. I assumed there wasn't an issue based on the fact I never heard back after 2 attempts on my part.Without my approval or notification the mgr credited my debit card back the original $346.66 and then charged the same card with that amount plus $75.00 for the non-return of the dolly. I saw the charges when I reviewed my online banking statement and immediately called and spoke with the manager [redacted]. She said I was liable as it was my duty to inspect the truckDesired Settlement: First, I feel the business operator should instruct their employees to review the equipment included on the vehicle and then allow the customer to inspect it prior to leaving their premises. It does state in the contract that is my responsibility however I have never rented a truck this size and didn't know the dolly was part of the existing equipment.Second, the business owner should NOT be allowed to any apply charges to my card without prior notification or my ap

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our U-Haul Storage Centers of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] requesting a call back in order to personally address her concerns and offer a resolution. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####. She hopes to hear back soon.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 rented a trailer from [redacted] To [redacted]. I had a 4 day rental. I believed we picked up the rental on August 3rd and we were to drop if off on the 6th of August. On the 6th of August we dropped off the Uhaul sometime in the afternoon. I went in and got a worker from the 5oth street location. the worker came out and told us to pull up and drop the trailer off here. We pulled up. The worker unhooked the uhaul. We asked do you need anything else and they said nope we will handle it from here.

Two weeks went by and I got an email saying we dropped it off 2 weeks late and I owed $240.00 My wife called the location and basically the manager there said hiis location does not make mistakes and that she was lying which got her real mad. I tried calling multiple times and left messages with multiple ppl to get him to call him which he has not up to this point. I finally got through to someone 2 days later. Apparently he was a manger and he assured me that the matter went to review and it was handled and that I owed nothing and they were sending a $30 coupon in the mail. So I figured good the matter is finished and it is done.

Well this Friday Sep 13th I received a letter from A1 collections saying I have been sent to collections. I immediately called Uhaul and no one would transfer me to any managers and basically everyone I talked to could not help me out and just sent me to another line. Finally a lady said she saw the review panel looked at it. She cant see what happened and gave me the number for the head office ion [redacted].

Today Sep 16th I called [redacted] and I gentleman said he would get a manger to call me. This is by far the worst customer service I have seen in my life. not only am I being charged $240 that I do not owe. the manager at the office refused to take any sort of responsibility as well as anytime I call anyone all I get is the run around. Now this is affecting my credit which I have worked extremely hard to fix up in the last few years. I expect a lot more from a company such as Uhaul and would like the issue to be resolved ASAP. if I dropped the trailer off 2 weeks late how come I never received one phone call or email within that time period asking about the trailer?

This has been the worst experience and I would like immediate responseDesired Settlement: I want this fraudulent charge to be erased off my records and taken off the credit agency list and I would like an apology from Uhaul for the poor customer services

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our [redacted] & [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was advised the Promissory Note has 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

Review: I rented a uhaul from an authorized uhaul dealer on November 30 and when we got ready to leave to head to the new apartment, the uhaul broke down and we had to wait for roadside rescue to come thus we lost 2 hours of time. Because we did not make our move in time, we were charged a late fee. I spoke with the dealer about being compensated for the loss of time which resulted in the $50 late fee, however, he didn't seem to think it was an issue even though it was due to the uhaul breaking down that caused the delay.Desired Settlement: Since the dealer refused to reimburse me for the fee, I now want a refund for the entire purchase which was 98.00. Thanks

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement.[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. Her research showed no charge for a $50 late fee applied to their rental contract. Total rental came to $91.85, with a refund for $8.15 from the $100 cash deposit collected at the time of rental. As we value Ms. [redacted] and Mr. [redacted] as customers, Ms. [redacted] sent them a $75 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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 would really like someone to pay attention. I did not say I received a $50 late fee from Uhaul. I received a $50 move in fee from the company that I rent my apartment from. Again, my apartment charged me a late fee because I did not move in completely at the specified time. Why was I late moving in? Because your Uhaul broke down. I do not want a voucher for a uhaul as I will not purchase another uhaul in my life. The $50 that was asked was for the fee I received for not moving in on timeRegards,[redacted]

Business

Response:

Thank you for you for your continued concern for our customers [redacted] and [redacted], our Traffic Manager for our [redacted] regional office, reviewed the information Ms. [redacted] provided and relayed that he issued a refund for $50 on January 2nd back to the [redacted] account listed on the rental contract. The refund should post on their 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,[redacted]Executive AssistantU-Haul International

Review: On Saturday of May 10,2014 I went into U-Haul Renters in Salem,MA which was the most unprofessional service.I [redacted] I wanted a a 17' truck instead of a 19' truck and I was very apologetic about it although she seemed annoyed. She pulled up in the truck I wanted left the engine running and did't say anything to me until one of my two associates pointed out she wanted me in the store I then quickly jumped in the truck to turn off the engine so gas wouldn't waste. She went to quote the u-haul price to me which was higher and incorrect which I pointed out and she fixed it. The rep went on to mention she was in a recent car crash and totaled her BMW. She proceeded to ask me if I wanted insurance I asked her how much is it and she told me $45 dollars I replied absolutely! she didn't explain the insurance did not cover overhead! then she rushed me out and which I got back on the truck had to point out to her the gas was under halfway which she had to make corrections again. I returned the truck to a Yonkers,NY location which [redacted] the supervisor after calling to make sure I didn't get charged for the gas since I returned it at the same level given told me that the truck head a Gash in the roof top that was very clear to see? I then tried to reach the Salem store which took almost two days of calling customer service. I finally reached [redacted] the Salem Gm 5/13/14 which seems to be of help however, it seems this company doesn't have a proper way of doing things "not on the same page of business at all! I called corporate 5/14/14 and spoke to a [redacted] whom was really rude and careless on the phone and was no help and referred me back to the Yonkers,NY manager [redacted] who is just trying to charge me for damages without even contacting the Salem,MA office. so now I am lost in the shuffle waiting for some mechanic to call me as per Joan! Corporate cant help me! The Salem office is taking no responsibility! I would have never rented had this girl from the Salem told me insurance was part coverageDesired Settlement: Honestly with the stress of my parents sick; My family needs me to help unpack; I can not function and I don't feel it's right for me to go through this and have to pay damages which insurance doesn't cover and nothing was made clear to me! just an unhelpful shaken up rep from a car accident! I demand a refund and U-Haul whom has their own shops fix their own vehicles and we part ways for good! I don't want to deal with them nor pay them a dime! I demand justice!!!

Business

Response:

May 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 Eastern Massachusetts regional office, followed up on the information Mr. [redacted] provided. She informed our office that the incident needs to go through RepWest Insurance Company for investigation. She relayed our GM would be in contact with Mr. [redacted], if not already, to discuss his concerns further.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

No Uhaul person contacted me! Some Repo people called me asking me to fill out some form through email and I refuse to fill out anything I don't don't understand.... To me its very simple I paid $45.00 dollars for insurance offered to me bu Uhaul and that's that why am I being harassed and dragged into confusion after bad customer service and hiring someone that cant do their job! They should handle the situation and keep me completely off their records to never rent from them! Do I need to get my lawyer involved?

Regards,

Business

Response:

June 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Eastern Massachusetts regional office, reviewed the recent information Mr. [redacted] provided. She relayed that our CSR that dispatched the truck to Mr. [redacted] recalled helping him very well and that he was friendly and conversational. Our CSR has worked for U-Haul for some time and Ms. [redacted] said she definitely explained to Mr. [redacted] what the Safemove Protection choices covered and what it did not. There is also a large sticker on the dashboard that indicates the limitation height clearance for the truck. Our GM of our U-Haul Center has had conversations with Mr. [redacted] since the incident and he was made aware the damages are his responsibility. At this point the damage claim needs to be processed and should not be misconstrued as harassing him for his cooperation. Ms. [redacted] went on to explain that although this is an unfortunate incident, only Mr. [redacted] can provide us the details of what caused the damage that occurred while the truck was in his possession.

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: U-haul did not show up for the move due to them not having available equipment. Employees in the store promised to take care of things and the manager did not honor it. He said that he cannot be responsible for the things promised by employees. The employee was acting as the store manager, but apparently was not the store manager.Desired Settlement: Refund the fees incurred to reschedule the move.

Business

Response:

November 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted] whose name actually appears on the rental agreement.

We contacted [redacted] and was advised Ms. [redacted] and/or Mr. [redacted] was sent an email requesting additional details. They show the moving job was completed on September 15th and the payment code was given to the service provider. If they are requesting an adjustment on their move, they will need to pursue with movinghelper directly and was provided information if the agent from [redacted] can assist.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am very confused about the reply from U-haul. In their response Uhaul indicates that we provided payment code to the movers and that our case is resolved with them. However this is not true. We provided the code because we were being threatened by the movers unless we provided payment. The safest resolution would be to provide the code and dispute after the fact. I am a single female and did not feel safe arguing with two grown men about payment. Especially because they threatened me. Uhaul is taking the perspective that we paid them so it is not uhaul a responsibility but that's not right. The moving issues occurred in part because Uhaul did not have a double trailer available even though that is what was needed for our two uboxes. Uhaul had advance notice of our move and did not have the appropriate equipment for us to complete the move timely. As a result, the movers were late and we had to reschedule for another day- costing us additional fees. I did not want to pay the movers but I was threatened and gave the payment code because there was no other resolution.

Regards,

Business

Response:

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that all funds for the service provider have been released to them. If for any reason our customer feels unsafe with the service provider, the best method for them is to contact local authorities. Ms. [redacted] and Mr. [redacted] would need to pursue the service provider directly for 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,

Executive Assistant

U-Haul International

Review: I rented a truck from this location last Friday, July 12, 2013. I went in and did the paperwork, then picked up the truck later. I had it scheduled for six hours, but returned it in about 2 1/2 hrs. I paid 29.95 for the truck, 14.00 for insurance, and 1.29/mi. driven. I was billed 91.71 for this. We put 20mi. on this vehicle. The gas gauge was on 3/8 full when we picked it up, and we put in 2 1/2 gallons of gas when we were finished which put the needle back to the 3/8 mark. I called the location when I received my final bill and asked them why it was so high. I was charged 23.oo for a "fuel fee" for not putting in gas. We DID put gas in it. I was telling a friend, and they said this exact location did the same thing to them. First of all, who rents a vehicle that is not full? This seems to be what they do to make more money. I want my 23.00 refunded. This is terrible. Regards, [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my 23.00 refunded as we did put gas in this vehicle when we were finished.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $23 back to Ms. [redacted]’s [redacted] account. The credit 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,

I scheduled an appointment to have a hitch installed and was given a time for the installation. This location was 2.5 hours out of my way so I called multiple times to confirm that the parts were available and the installation time was accurate. The last call was 30 min before the 5:30 appt. When I arrived the attendant confirmed that indeed I had the appointment but the person who does installs had not come in that day. No one was able to install the hitch. Despite multiple calls, no one told me the work could not be completed as scheduled. No manager was available. When I called back the next day, I spoke to [redacted] who was very unprofessional and essentially laughed and said "what do you want me to do about it". The manager is [redacted]. The staff are poorly trained in dealing with customer service. I was very disappointed that Uhaul would allow this level of incompetence in delivery of service.

Review: On I-90 in the early hours of November 16, our U-haul truck began to malfunction. There were absolutely no warning or signal lights, we were on dead flat terrain, and the gas tank was 1/4 full. About 15 seconds later, it was completely dead. If we had not been in the right lane near a shoulder, we surely would have been in a fatal accident. When we called U-haul "road side assistance," we experienced an indefinite hold. The hold message instructed us to visit U-haul's WEBSITE ... which we ultimately did in desperation on my iPhone, only to find it would not move past the log-in screen. When we finally reached a representative, we had to repeat every piece of information three to four times. She then began trying to find a mechanic to try and "fix" the vehicle, though it was 2 a.m. on a Sunday. We had the impression she was literally going through a phone book, as apparently there are no mechanics contracted with U-haul. We were not kept on the line, but instructed she would "call back" within the hour. The temperature was quickly plummeting, and our seats shaking with each passing vehicle .... But even when I stated this verbally, there was no acknowledgement on the part of the representative we needed a quick solution. After waiting over an hour, and after more indefinite holds, I asked to speak with a manager. She finally began the search for a tow truck. After two hours, we were so cold we gave up and called 911. A kind trooper took us to a hotel (commenting himself he could not believe U-haul made no concessions for the cold)which was apparently not the hotel U-haul assigned to the tow truck company, which necessitated a greater and greater numbers of phone calls. I believe it was about 5 a.m. when a tow truck finally dragged the contents of my home into a parking lot in Elgin, Illinois. I was still trying to warm up and there were yet more phone calls to negotiate the hotel bill. The next day we discovered the gas gauge in the truck did not work, and so while it indicated 1/4 of a tank and there were NO WARNING LIGHTS, we had run out of gas. The events naturally threw off our entire schedule, we missed our appointment with the men unpacking the truck, and I ended this trip mildly traumatized. When I tried to call U-haul to file a complaint, there were technical problems with their phone line and it took multiple calls. I was directed to an online review form, which resulted in nothing. Finally we emailed the company. After an indefinite delay and apparently a man forgetting to process the request, U-haul refunded us $300 out of $1,239 (which we are actually still waiting to show up on the credit card statement). I will never use U-haul again for the dreadful nature of their roadside assistance and utter lack of concern for the lives of their customers. Other secondary notes: The truck was not clean upon pickup, and did not include any of the documents or manuals it was supposed to come with (which we were informed of upon finally dropping it off).Desired Settlement: I hope U-haul will review the errant condition of its trucks and inhumane and abysmal roadside protocol. Never at any point during this experience did we feel U-haul prioritized our safety. But at minimum, considering the horrific nature of our trip, we expect a full refund. We find it appalling we even have to ask.

Business

Response:

January 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mrs. [redacted] provided and sent them the following email in response:

Dear [redacted], Thank you for taking the time to communicate with us on your recent rental. Please accept our apology for the inconveniences that may have been caused. As you may appreciate, the safety of our customers is extremely important to us, and the operators on call worked very diligently to get you some assistance as quickly as possible; making no less than 10 attempts to have roadside assistance to you in the shortest possible time. Unfortunately in spite of their efforts,and due to the time of the day and week, the response was delayed. U-Haul Company commits to every customer, that while unable to predict equipment failure, in the event that it happens, U-Haul will do everything to assist in the completion of the move at no additional charge/cost to the customer. This has been done. As a customer service goodwill to you, a credit of $300.00 has been issued to your credit card account as well as $100 in VIP Certificates has been sent to you via email. The VIP certificates are good for two(2) years and can be used for any of the products and services provided by U-Haul. We hope you will give U-haul a chance in the future. Sincerely, [redacted]

Mr. [redacted] sent an email back to Mr. [redacted] relaying his appreciation for the refund. He relayed he had printed the $100 VIP Certificate but had not seen the credit for the $300 to his Visa account. Mr. [redacted] sent Mr. [redacted] another email on December 26th advising him the credit had been approved and should post to his Visa account within a 3-5 business day period.

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.

[For a faulty vehicle and abysmal roadside assistance--which endangered our lives--U-haul has denied negligence and offered a pitiful monetary token. We have asked for a full refund and believe nothing less is fair.]

Regards,

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Brooklyn, Queens, and Staten Island Regional Office, reviewed the recent comments from Mrs. [redacted]. He feels a fair adjustment was issued based on the unforeseen problem they experienced with their rental. No further refund or adjustment will be made.

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 reserved a Rental Truck on the U HAUL website. At the time of placing my reservation, I was informed by the site that "$50 reservation guarantee: When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." I booked the reservation and secured it with my bank card. The reservation was confirmed by email. However, when I went to pick-up the truck, it was NOT available. The person at [redacted] sent me to another location which was [redacted] U Haul. The people at [redacted] didn't even know I was coming there to pick-up a truck. After 45 minutes or so, I was able to get a truck and go. This was a huge hassle and NOT part of the guarantee. So, when I called to follow-up on my %50.00 cash compensation as clearly stated on U Haul's website, I received the royal run-a-rounds. The person on the line tried to offer me some kind of discounts dollars to purchase goods from U Haul. I refused the offer because I wanted the cash that was promised. Then the person referred me to [redacted] - Manager. He was suppose to contact me within 48 hours and never did. I had to call the [redacted] again to find out what the problem was. That person gave me [redacted]'s cell number. I called him several times and finally reached him. He totally tried to tell me that I did not qualify for the $50.00 compensation as stated on U Haul's website. He tried to refer me to frequently asked questions which had NOTHING to do with the statement made by U Haul's website at the time of booking. (You have to go all the way to the end of booking in order to get this msg) It did not say "Read FAQ to discover we will NOT keep our promise. This is just a marketing ploy...we really don't care about your business". [redacted] refused to accommodate me and now I'm taking action to get the $50.00 as promised.

Product_Or_Service: Rental Truck

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

I want the $50.00 cash compensation as promised if U Haul did not honor my reservation.

Business

Response:

July 1, 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] and [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and verified his mailing address. A check for $50 was requested on June 26th and was mailed from our [redacted] office today.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I reserved a 10 foot cube van from U Haul via their website more than one month in advance of my move date. I had very limited assistance and time with this move, and therefore thought it prudent to ensure the truck was reserved well in advance.

The website advised my truck would be ready for pick up at 9:00 am and asked that I choose a preferred pick up location. I chose a different location than the one I was sent to in order to pick up the truck.

Two days before the pick up date, I received an email from the Space Place ([redacted]) indicating that not only would I have a different sized truck than I had reserved, it would not be available for pick up until 11:00 am that morning.

When I arrived at the Space Place to pick up the truck, the girl behind the counter told me she didn't have a truck for me because the prior renters had not returned it. Her next sentence, which she repeated several times was: "there's nothing I can do." When I asked her to call U-Haul, she looked at me and said "No, YOU call UHaul!" I asked her again to please call U-Haul because I had limited time and needed to have this sorted immediately.

I waited for more than an hour before I was finally provided a truck. When they provided it to me, they stated that the gas tank was on Empty but that I was to leave it at the drop off location with a quarter tank. I was in a hurry, so I did not question why I was expected to provide gas for the next renter in this truck. As a result of this delay, I was only able to have the assistance of one other person for a very short period of time and ended up having to load the truck by myself. Further, the reservation I made online was for a two day rental and I was advised I had to return the truck the very next day. The email receipt I was provided states that I did not return the truck until July 1st, but in fact, I dropped it off on June 30 prior to noon as advised by the Space Place people. It also indicates I had it for two days which is not true.

Further, once she had finally agreed to call U-Haul, they advised that I was to receive a flat rate for this rental and I paid on debit, $131.25 expecting that I would not be billed for additional kilometers.

I received an email with a receipt attached indicating they had charged my credit card for additional kilometers as well as for fuel PLUS a $30 fee to go and get the fuel! When I dropped the truck off, the tank was just slightly below the 1/4 tank mark and yet I was charged $34 for fuel on top of the $30 fuel fee.

The "service" I was provided was rude, indifferent, and the fees charged were dishonest and patently unfair.Desired Settlement: I would like the charge of $96.72 refunded to my credit card immediately.

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern Alberta, followed up on the information [redacted] provided. She informed our office that [redacted] was given the truck with an empty tank but was also given $71 off her rental to bring the truck back at 1/4 of a tank. Since she did not, she was charged a fuel fee. The email that was sent to [redacted] after she made her on-line reservation states that the pick up location is a preference only and she will be contacted back for scheduling. Ms. [redacted] confirmed that our previous customer did return the truck late, therefore, she stated she issued a refund for the $50 Reservation Guarantee Fee. The refund should post on her next Visa credit card statement. [redacted] went over the allowed mileage and was charged accordingly along with the fuel fee. Ms. [redacted] spoke to [redacted] and reminded her she had been given a discount on the rental for the fuel.

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 do not find it satisfactory, however I will accept the same as a resolution.

I do wish, however, to make it abundantly clear that at no time was I:

1. Advised the discount was to compensate for the fuel;

2. Offered the $50 on time guarantee;

3. Treated with respect or as a valued customer.

Further, the girl at the Space Place advised me that the $71 discount was being given such that I would end up being charged a "Flat Rate." Those were her words. Any rational person would think that if they are paying a flat rate for a rental truck, that they are not going to be charged extra upon the return of the said truck. Further, that same girl told me I had to return the truck the very next morning, which was not the case after all. However, I made sure that I returned that truck well in advance of the time she stated. I did this because when I give my word, I stick to it.

Not one person I encountered with UHaul was polite, or helpful, with the exception the regional manager. In fact, the person who contacted me over the phone was rude, condescending, and annoyed with me for having the nerve to complain about UHaul's despicable service. The fact that their letter to me through the Revdex.com indicates that their customers are important is offensive to say the least, especially given the disdain that is evident in the body of that very letter!

The woman that I spoke with started our conversation with the attitude of "I'm going to tell YOU a thing or two." She was rude and used a confrontational tone from the very beginning. She did not even apologize for the poor service, or when I mentioned how rude she was speaking to me, her own behaviour.

The next time I move, I will gladly pay three times the amount UHaul charges to another rental company if it means I will not be treated like an enemy of the business that I am patronizing. UHaul needs to be reminded that if they treat their customers with respect, they will return. If they do not, they will tell everyone they know of their bad experience; just as I intend to do. In fact, I'm not even sure why UHaul is a member of the Revdex.com at all.

Regards,

Review: After signing a contract stating the distance I would be driving, the representative says I drove 100 miles over the contracted limit.

Extremely unprofessional, Saw management yelling and arguing with customers, was unwilling to address the issue with me. Obvious and blatant attempt to overcharge me.Desired Settlement: All charges refunded. personal apology from manager.

Business

Response:

July 11, 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 West TX, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She advised him she would be removing the additional charges on the Promissory Note off his account.

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: Due to a Lack in communication/improper practices in U-Haul Services I was taken advantage of. My bank account was illegally charged.

On 6/26/12 approx. 9:30am A lease agreement was made in [redacted] nc (very nice lady)one way move to [redacted] NC. Mgr at location did not complete an inspection bc she said that wasnt her job. I never saw the damage I was harshly accused of but did notice that no gas was in the truck. My mother called and asked why no gas was in the truck and the reply was the customer had to put it on 1/4 I have the reciept for that and asked for reimbursement to no avail. I felt really disrespected by the male owner at the [redacted] location. The move was made with no incidents/accidents however I was harshly accused of it. I returned the truck approx 6pm the location was closed. Approx 10:00am I called the location to speak to someone in ref to return/gas reciept and was told harshly "you arent getting anything bc this truck is damaged". I replied with No way I'm coming up there now! when I arrived I was shown some damage on the side of the truck and was told I wrecked it with another vehicle etc etc. obviously a plot. Im telling this guy I didnt get into any accident but he's not listening and being extremely rude,they gave me a [redacted]#when called they knew nothing about an accident so I calledanother given#claimed to be the mgr #[redacted] very rude man cursed me out,I was shocked I wish I would have recorded him for all of [redacted] NC to hear. I called back to the store to get the owners # to inform him of this disservice he finally called 6/29 approx 8:20am from 803-431-6966 he basically said he can refund $43 from $187 they took from my bank account.The trip was supposed to be $104 agreed upon 1way which is still high and I had to put gas in it bc it was on empty, Ive rented before and at least 1/4 supposed to be in it upon rental agreement. The owner said they could charge me more but I NEVER WRECKED OR DAMAGED THAT TRUCK. This is why Im upset, If I do something I take responsibility for it but they are the ones attempting to get over on me but think that since they are a business they can just do whatever they want to me and have me not fight back. I will seek other avenues if need be to prove to that company that the people of [redacted] NC will not be taken advantage of by them. My parents and friends are behind me. If I need to write a letter to the Mayor,Governor, their corporate office or anyone who will listen in office I will and for what? My hard earned money! They took almost $300 from me $187 for trumped up damages that didnt have anything to do with my agreement and thats not fair pus I spent $10 to put the truck out of E status the other gas I used on the trip. They want me to pay to put the gas line on a 1/4 then put enough gas in it to drive to my destination then bring it back on 1/4. WOW! what a reputable company U-Haul allowed to represent their name. I would like a copy of this to be sent to U-Haul corporate.Desired Settlement: I desire my $187 refunded (I didnt damage anybody's property and have severalwitnesses to prove it. My family members helped me move, we all folled each other from [redacted], this is so crazy).

I also desire $10 for gas that should have been put in U-Hauls tank and put on 1/4 before I rented the vehicle.

Total $197 is rightfully mine and I want and need my money. I dont have a 6figure job where I can throw away approx $200 like that. Thank you

Business

Response:

July 11, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email explaining there was no damage indicated when the truck was picked up but there was damage when it was returned, therefore, the charges will stand.

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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