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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 went to this place to have install a tow hitch on my 2008 honda odesseyon 8/20/2012 12:06 est. I spoke to general manager of the shop mr [redacted]correct first name per his signature is [redacted].I ASK HIM I WANT 2 INCHES RECEIVER HITCH INSTALLED BUT ACCORDING HE HAS 11/4 INCH(ONE AND ONE FORTH).hE SHOWED ME HITCH WHICH WAS 2 INCH. I DO NOT UNDEERSTAND HOW HIM THICKING OF 11/4 INCH.He check in the computer AND HE TOLD ME HE HAS HITCH FOR MY CAR BUT NO MECHANICS TO INSTALL AND HE GAVE AN APPOINTMENT FOR 8/25/12 FOR THE SAME BUT THE RECEIPED HE GAVE HE WROTE 1 1/4 INCH AND I DID NOT CHECK IT EITHER. 2DAYD LATER I WENT BACK AND TOLD GUY AT THE CONUNTER THAT [redacted] HAS FREE INSTALLATION AND HE THE AD FROM PAPER AND HE TOLD ME WE WILL MATCH THAT. SHOULD BE NO P[redacted]LEM BUT BRING THIS PAPER ON INSTALLATION DAY.THIS IS THE ONE P[redacted]LEM.I WENT ON THE DAY I HAD APPOINTMENT FOR INSTALLATION.I TOLD [redacted] ABOUT PEP BOY FREE INSTALLATION AND HIS EXPLANATION WAS THIS IS REBATE REFUND WE DO NOT DO THAT BUT HA TOLD ME HE WILL REDUCE TH PRICE TO MAKE IT UP SOME HOW. I WATED THERE 2+ HOURS AND TIME FOR CHECKED OUT HE GAVE ONLY $25.00 PRICE REDUCTION.I PAID THE FULL CHARGED AMOUNT AND WENT TO MY CAR AND I SHOW SMALLER HITCH 1 1/4 INSTEAD OF 2 INCHES. I WENT BACK TO TALK TO [redacted].I SOPOKE TO [redacted] THE GUY WHO INSTALL THE HITCH AND CALLED [redacted] .I SHOWED [redacted] THE HITCH. NOW HE WAS TELLING ME THAT IT IS RIGHT AND THIS WAS I WE TALK ABOUT AND I TOLD ME HOW COME YOU SHOW ME 2 INCHES HITCH. THAT IS RIGHT BUT IN MY MIND I WAS THICKING ABOUT 1 1/4 INCHES. I ALSO TOLD HIM THAT AT HOME I HAVE LUGGAGE CARRIER AND BALL FOR 2 INCH RECEIVER.HE TOLD ME HE CAN SOLD SOLD ME EXPANDER FROM 1 1/4 TO 2 INCH. I BOUGHT THAT FOR $15.00. HE GAVE SOME DISCOUNT. UNTILL NOW NO ONE SAID ANYTHING ABOUT TURN SIGNAL AND HAZZAD SIGNAL.I WENT HOME HOPING EVERYTHING IS OK.BUT NEXT DAY I WAS DRIVING AND ONE OF TURN SIGNAL FLASHING SO I WENT TO SHOP AND [redacted] WAS NOT THERE BUT THE GUY WHO INSTALLED THE HITCH WAS THERE AND I TOLD HIM SO HIM AND OTHERDesired Settlement: GUY([redacted]) CAME OUT TO CHECK THEY CHECKED AND FOUND FUSE WAS FUSED AND THEY PUT NEW BUT WITHIN FEW MINUTES IT FUSED UP ALSO. SO THEY CALLED [redacted] FINALLY they told me to come back tomorrow monday we will call other tech by 9 am and call you by 10am but next day by 10:30 am no call so I came to shop and spoke to [redacted] was there next to him. [redacted] told me he did not know that I going there and [redacted] said he just come in. they check something in computer and happened to found out the wiring used we

Business

Response:

September 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Philadelphia, followed up on the information Mr. [redacted] provided. She informed our office he attempted to speak to Mr. [redacted] but reached his voice mail that gave a message his mailbox was full. He relayed that according to our GM of our U-Haul Center, Mr. [redacted] did agree to the installation of the size of hitch that our Center had in stock. Mr. [redacted] was informed we did not match the free installation offer that [redacted] offered him. However, our GM did give Mr. [redacted] a discount. Mr. [redacted] also explained there is currently an open claim on the wiring issue with [redacted] and Mr. [redacted] will be contacted with an answer after their investigation is completed.

Our customers are very important to us and we regret to hear of situations that cause p[redacted]lems 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]2, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

respond to u-haul reply please below is my respond:

I do not agree a word what they saying. the information she got from her branch is completely misguiding and untrue.

I am repeating : I do see the receipt and work done untill and after work is completed.

General manager at location show me what I will get and since they did have part 2" receiver they went ahead without asking me installed 11/4"(one and quater)

Secondly electrical wiring were done wrong and turn singles and hazad lites were shot and were not working

Third they could not correct the p[redacted]lems of turn singles and hazad lite with more than few attampts.

Fourthly General Manager told me to go [redacted] and get it fix which I did and it not only cost me few hundred dolloars but lots head ache, pain and sufferings and back and forth travelling

of few hundreds miles and cost of Gasolene.

I am completely disatisfied with there work and respond which is not true respond.

If does not resolve and it ok with Revdex.com I want to FILE a claim in court.

They removed the electrical wiring and to connect right Honda Dealer want $150.00 labour plus $440.00 parts.

They have choice to satisfied me this what is they advertise "Customer Satisfaction first"

I want done right and they flew up the chance I gave them for my three trips to there shop.

thanks again.

Phone: [redacted]

Regards,

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of North Philadelphia, reviewed the

information Mr. [redacted] provided. He reiterated that Mr. [redacted] was

given a discount on the hitch installation. He also spoke with the

[redacted] agent who is handling the claim for Mr.

[redacted]. Mr. [redacted] was going to send in the repair receipts he

incurred at the Honda dealership. As of today, [redacted] Insurance

Company has not received them and the claim cannot be processed until

they do. Mr. [redacted] needs to keep in contact with his claims adjuster

at this point.

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.

Gentlemen,

I have wrote last time about approximately expenses

I do not know what is this receipt in question.

I have temporarily did some repair work but I do not have any more receipts.This receipt not going to satisfied my complained I have bought out to Revdex.com.As you know this been draging on unnecessarily by U-Haul.

If matter does not resolve by January 15,2013 I want to file a complaine in smal claim court which I asked last time. This is final. I will wait for responsible respond.There are lots of damages cause by this

I wrote everythng last time and U-Haul knows that.U-Haul misguided from very first step like show me 2" receiver sample and installed 11/4-one and onequater receiver. On the top they mash up turn signals an

hazads lites. They did such a big p[redacted]lem which they can not figured it out .I have to go-back and forth several time and they still could not fix the electrical p[redacted]lems. My main point is they cheated by showing

good item what I wanted and installed something defferent what they have in stock at the time They gave me appoinetmet when they can do the work a week later when Tchnician and Parts supposively

available at the U_Haul Shop.

I want to know How come they still did not have Parts needed which force them to install wrong parts and performed wrong electrical. Very friendly if they told me they do not have parts I would have make

another appoitment with them. But no,they want to cheat me so they did what they want which is wrong I am sure they know that. Mistake is made and nothing wrong in excepting and go on.

Thanks so much.[redacted]

Regards,

Business

Response:

December 18, 2012

Thank you for forwarding

Mr. [redacted]'s recent information to our office for another review.

Mr. [redacted] needs to keep

in contact with his adjuster of [redacted] to address

any further concerns he has on his claim. If he cannot produce the

receipts [redacted] is requesting, he needs to relay this information to

his adjuster in order to obtain a final resolution.

Thank you again for your

concern.

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.

Dear Revdex.com-Ladies and/or Gentleman,

Thank you for your hard work try to bring this complaine resolved.

It is going out of my respond. Because soon it will be handle by attorney and small court.

There respond is very frustrated. They are not for cusmer. I am not happy the way they handle.thank you very much. Everything including work they performed and parts they used are all done wrong

from very begining and they did not do what they promised. They cheat me and I want all these worked they performed including parts and labor corrected by [redacted].

this is must be done to bring this complain settle and should be soon. thanks.

Regards,

Uhaul and uhaul Ubox are utter ripoffs. Over 90% of my items were damaged in a move, plus we had to leave nearly $2,000 worth of items at the previous home due to being misguided by a uhaul representative. The company is not paying a dime, saying it is somehow not their fault their own representative misguided us, and that it is not their fault the movers (who we booked through their website, movinghelp.com) damaged and broke so many of our items.

Review: Saturday, Nov 1st, I rent a 14 foot U-Haul Truck, [redacted], to move. I make the mistake of putting diesel into an unleaded fuel tank. I admitted to my mistake at the shop that I rented from. I was told the expense would be $500 for the repair and unable to pay for the rental fee $98.37. Friday, Nov 7th, I receive a call from U-haul, [redacted] (###-###-####), stating that the engine has received significant damage and spark plugs need to be replaced. I am told the charge is $1000 for repairs. An email was sent for the bill. Flat fee no paperwork. The repair charge was: Description: "Mixed Fuel/Customer Caused", Item Cost: "$1,000.00", Quantity: "1.00 ea", Line Cost: "$1,000.00". Sunday, Nov 9th, I had done my own research and contacted a few friends who have worked on cars. They had stated "The spark plugs would fire, but nothing would happen after that. Because the diesel fuel doesn't evaporate very well, the spark plugs would have nothing to ignite, and the engine would never start.To solve the problem, drain all of the diesel fuel out of the gas tank and refill it with gasoline. Then you would have to keep cranking the engine for a while to get the diesel out of the fuel lines and the injectors. Eventually the engine would start and run fine. There would be no damage." I started to question where this $1,000 amount came from. I call the U-haul, [redacted], asking for an invoice of the repair done to the truck. I ask several times before they told me that the truck has not been serviced yet. I was told by the U-Haul, [redacted], manager to call back on Monday. Since there wasn't an invoice I have called my credit card company to investigate this cost.Monday, Nov 10th, I call U-haul, [redacted], speak with the manager who says to call U-Haul, [redacted](###-###-####), where the repair shop is right next. When I called U-Haul, [redacted], the mechanic will not speak with me and contacts the manager U-Haul, [redacted], who leaves me a voicemail.

Product_Or_Service: U-Haul 14 ft Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like to be adequately charged. I don't know who's overcharging U-Haul or their mechanic. With no paper trail the $1000 fee is grossly inflated. Also getting the run around when I ask for more information was uncomfortable. I want to be responsible for my mistake.

Business

Response:

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email:

[redacted], Your communication to my corporate office has been forwarded to my attention for review and resolution. Please accept my sincere apology for the service you described as receiving when trying to get the details on the repair fee your were charged from our [redacted] Location and our Shop. We expect them to provide every customer with the highest level of service, and I'm sorry this was not your experience. I have review all files, repair statements, and invoices from outside vendors and added a detailed spreadsheet below of the actual fees. Our shop personal that spoke with the manager at this location did not provide this information to the Manager ([redacted]) you spoke with at the [redacted] location, he simply told him it would be $1,000.0 to repair. Please be assured our Shop President has seen your concern and will follow up appropriately. We value you as a customer and in doing so we have credited your card the overcharge of $329.75, the trip fee of $99.00 and the down time of $200.00, for a total credit of $628.75. Your feedback is valued and appreciated; we look forward to serving you again in the future. Thank you, [redacted] U-Haul Co. Of [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

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. The refund has been received and therefore this complaint is resolved. I appreciate the help and I am very fortunate to receive such a quick response! Regards,[redacted]

Review: I rented a auto tow dolly in Decatur, AL for a one-way use to Douglasville, GA. I turned in the dolly in Douglasville, GA with no issues. Then 5 days later, I get a supplemental bill from uHaul for a wrong destination fee. I have the original contract which states the drop off location as Hwy 5 in Douglasville, GA. I have no clue where they got the destination in LA. But I fulfilled my contract and they, without even contacting me, charged my credit card for an erroneous charge. This unauthorized charging of my credit card is a dishonest practice. Most people may let the amount go, but I want UHaul to apologize for this and issue an immediate refund of $16.13.Desired Settlement: Immediate refund.

Business

Response:

January 7, 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 Southern Louisiana regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Mr. [redacted], I would like to apologize to you for the charge one of our locations made to your credit card. Our dealer typed in an incorrect equipment number which caused your rental contract to come up. He in error charged your account the additional money. I have credited the $16.13 back to your card. It can take your bank 5 to 7 business days before the credit appears on your account. You may want to watch for it to come through. I am also sending to you in another email a $25 VIP Certificate to use in the future for any product or service U-Haul offers. We do appreciate your business and look forward to serving you again in the future. Our field manager will also discuss this incident with the dealer making him aware of what happen and to let him know the importance of verifying the equipment twice if necessary. Once again I do apologize for our mistake and do hope you will give us the opportunity to serve you again in the future. Thank you, [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

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: We rented a Uhaul on Saturday. We had numerous issues, that I contacted customer service about, the same day. The truck broke down, we had to get it jumped. We could not get through to road side assistance. I had to have a friend come out and jump the Uhaul. I contacted customer service numerous times on Saturday. I was hung up on repeatedly, I finally got thru to a supervisor named [redacted], who told me she couldn't do anything until the truck was checked in. I received an email this morning with a receipt stating that the truck had been checked in. I contacted customer service through the chat option, I was given a phone number for a department called traffic and was told they are the ones that handle complaints. The rep at the traffic line said this was not true, and I asked to be transferred to a supervisor or someone I could speak with me to help. She told me no, that someone would contact me by the end of the day, I said I need a more specific time frame or to be transferred to a supervisor. She didn't say anything just transferred me to [redacted]. Who immediately started raising her voice, and not allowing me to speak. Then told me I was yelling at her, when I tried to explain to her I was not but she was being extremely rude she told me to shut up and hung up on me. She then called me back and told me she would not be issuing a refund, and telling me I was full of it and she was not dealing with me anymore. I asked if I could speak with her manager, she said her manager is the president of the company and shes the executive assistant. She said I could try calling back when her boss was not in the field, I asked her when this would be, she said she didn't know and continued to be extremely rude telling me to go ahead and file a complaint with whoever I like because shes done dealing with me.Desired Settlement: I was charged 72.00 for faulty equipment, when I tried to speak with someone about this I was treated poorly by every customer service rep, hung up on, and given wrong information. When I spoke with [redacted] the executive assistant she was extremely rude, she told me to shut up more than once and hung up on me twice. I don't feel this is the way your suppose to treat customers, regardless of why their calling. I would also like an apology FROM [redacted] for being called a liar.

Business

Response:

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

Makia Connor a senior customer service agent in our Phoenix office reviewed Ms. [redacted]'s concerns. Ms. Connor made a $20 credit to Ms. [redacted]'s credit card on 8/5 and also sent her a $50 in VIP certificate. The certificate was sent to Ms. [redacted]'s e-mail address and can be used on the many products and services U-haul has to offer.

We also offer our deepest apologies to Ms. [redacted] for her recent experience with our 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.

this is an unacceptable offer. as I stated in my original complaint, I will not be using uhaul ever again, due to the rudeness of the executive assistant and everyone I dealt with throughout this process. a 20 dollar credit does not even come to refunding the amount I spent or making ammends for what happened. complete charge was 71 dollars and change. I expect the remaining amount will be returned, considering the horrendous events and the customer service to follow.

Regards,

Business

Response:

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

[redacted] the Executive Assistant in our Ocala, FL Regional Office sent an e-mail to Ms. [redacted] explaining there would be no further refund beyond the $20 credit and the $50 VIP Certificate already given.

We hope Ms. [redacted] will take advantage of the VIP. It can be used on the many products and services U-haul has to offer.

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

Thank you again 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 not satisfied. I will not be returning as a customer as I have already stated. I asked for a refund, I was treated unfairly and rudely by UHAUL. I will be taking my business elsewhere, and advising anyone I can to as well. The customer service from the store and the corporation was beyond disgusting. I asked to not be contacted by the executive assistant repeatedly and yet still received emails from her. Thanks for replying to my Revdex.com complaint almost 5 months later.

Regards,

Review: On November 11, 2012 my brother picked up a [redacted] to have my belongings that were stored in his basement picked up and shipped to me in [redacted] FL I used movers that were on UHauls website. He went to two different centers, one in [redacted] PA and then [redacted] PA to pick up a [redacted] but neither center had one. He was forced to go to Philadelphia, where they said they couldn't transfer my order but had to cancel and re-charge at a higher price. I called to complain and [redacted] gave me a $50 certificate toward my shipping costs. I informed the Wilmington warehouse that I wanted to use the certificate and they said they would apply it to my balance but they never did, claiming I was automatically charged and they could never make the credit work.

Fast forward to December 8, 2012 when I picked up my things in [redacted] FL and I opened a larger than expected, unidentified box to find that my dresser had been destroyed in the move and my full mattress was missing. I consulted with my brother who said that he saw the mattress in the box and the careful way the movers packed it. He was instructed to inspect the box and asked to put on the lock himself before closing and he did so. By the time the dresser got to me, it was practically dismantled and I can't even imagine where my mattress is. I called the Wilmington warehouse and complained. They directed me to file an insurance claim because I had taken out the insurance for just this reason.

Just recently I learned that your insurance company denied the claim after an "investigation" and said that it was my movers fault. Come to find out, the investigation turned out to be a review of the three pictures that I sent, with no phone call to my brother or the movers. I was offered $300 in VIP certificates (store credit) which I swiftly turned down because I will never use their services again. I have never in my life had a worse experience with a company and their practices. And what is really bothersome is that the $300 in certificates that was offered, is almost a perfect amount in depreciated value for my belongings and certainly a gesture that smells like they knew they were in the wrong but are unwilling to compensate me on something that will replace a fundamental piece of furniture.. my bed.Desired Settlement: I want the $300 offered in cash so that I can buy a new bed.

Business

Response:

February 27, 2013

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

[redacted] advised our office that Ms. [redacted] hired moving helpers to pack her [redacted]. They investigated her claim for damages and found no evidence that there were any issues with the shipping of the box. Safestor Protection was denied as it does not cover shifting of cargo and liability was denied based on no evidence of wrong doing on the part of U-Haul. We understand Ms. [redacted] was offered a VIP Certificate for $300 to help offset the inconvenience she experienced, but she declined the offer. [redacted] asked that we provide the link to moving help dispute site, which is:

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,

It's true that I refused the $300 in VIP certificates but I could only use them on UHaul services and you can imagine that I would NEVER use them again. And how they could even think that $300 in certificates could "defray" the cost of a mattress is beyond me. Unless UHaul has a furniture business on the side, there isn't a way to defray any cost as I have no storage or need to move any time soon. I spent the last of my savings to have my furniture sent back to me after being out of work for 14 months and to have it lost or broken was hard enough but then to be bounced around from person to person to resolve this issue was beyond frustrating. Then to add insult to injury, I was insulted by the "resolution" that isn't really a resolution at all. The attached document will show that their "insurance" really doesn't cover anything, so purchasing it was a waste of $18. This is awful and UHaul should be ashamed but I don't think they know what the meaning is.

Business

Response:

March 7, 2013

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

If Ms. [redacted] wishes to pursue her claim for damages, she should visit the link I previously provided, which is:

We do sincerely apologize for the inconvenience Ms. [redacted] experienced. We can still issue the VIP Certificate for $300 if she wishes to accept the offer. We feel the Certificates can be of great value to our customers and are valid for two years. 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

Review: when we reserved a 14 foot truck to be ready at one of the four depots in [redacted] BC for Friday May the 30th @ 7 am. Due to the fact I was coming from [redacted] BC to retrieve the truck. They called and confirmed on Thursday at 11:15 am and told me it will be ready that night the 29th at 7 pm in [redacted] BC which is 45 min away from [redacted] towards [redacted] BC. The general store closed at 8 and due to issues with the uhaul data base not accepting the credit card it took 2 employees till 9 to get it completed. The owner / boss of the general store even had to come down to clarify things. Even at that point they were unsure of which store I was to drop it off at either being in [redacted] or [redacted] BC. They just gave me 2 phone numbers to call and get answers from when I arrived.

I didnt finish packing till 1130 pm that night, so I stayed in [redacted] then drove the coquilhala from 7 - 12 when I arrived in [redacted]. Tha'ts when I found out that the weather stripping on the back gate of the truck had leaked through the night and the drive from [redacted] to [redacted]. All my clothing, electronics, bedding, couches, books & bed had some form of water damage.

I contacted the uhaul I was supposed to call which I could not converse with because they did not speak english and when I tried to explain the situation and get answers they hung up on me. I then tried calling the states in which they took my claim statement and got me in touch with an area rep. He sent a second party insurance adjuster to inspect my things. She took pictures of the gate and my damaged property then pointed at a 2 inch sticker on the inside of the truck and stated because the sticker says the truck is water resistant and not water proof my claim is nul in void.

She instructed me to use my rental insurance to make payment to my claim and tey then may come after uhaul to get the money back.

I then contacted the traffic department and explained the situation and asked for a refund. She said she would pass the claim onto her supervisor and see if they would do anything, but she said probably not.Desired Settlement: I would like my truck rental refunded due to an improperly repaired truck that damaged my things

My gas refunded due to extra time / miles because they sent me of of my way by cities, not blocks.

To have my damaged goods replaced such as my king sealy posturepedic bed, towels, bedding, down comforters ect

Business

Response:

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

RepWest Insurance Company advised our office they have been in contact with Mr. [redacted] and are currently investigating his claim. They will be back in contact with him when a resolution has been reached.

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 received a parking ticket in NY while using uhauls vehicle. I paid the ticket, them I received a letter saying uhaul charged $130 to my credit card. I contacted uhaul and they said to fax or email my receipt. I emailed them the copy on 9/27 and faxed it on 9/29.

On 10/24 I recieved a letter from a debt company telling me I owe $130 for a ticket I did bit pay. I checked my credit care and the charge was not reversed.Desired Settlement: I want the $130 charge reversed as I already paid the $115 ticket.

Business

Response:

October 29, 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 $130 was issued back to Mr. [redacted]’s [redacted] account on September 30th. The refund should post on his next credit card statement 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

Review: Rented a van at $0.99/mi ,then charged $1.99/mi, which they admit is a mistake.They say it will take 48 hours to refund the difference, it is now 4 business days later. Order #[redacted] made Thursday June 28, 2012Receipt#[redacted] received Saturday June 30, 2012Promised refund Tuesday July 3, 2012They have a 3rd generation computer system and 4th rate customer service (with recorded conversations), I'm in the computer field.Desired Settlement: $0.99 times (41 miles) plus NJ tax of 7% = $43.43

Business

Response:

July 16, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern NJ, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] advising him of a credit for $42.59 back to his Visa account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck for a move on Thursday, 12/13. I bought a car on Friday 12/14, and realized I would need a car trailer to tow my car the ~250 miles to my new place. On the Uhaul website, it is advertised that to add a trailer to a truck rental costs $59. Because I rented on two separate days, I was charged close to $150 for the trailer rental, which included insurance coverage in case anything happened. This is incredibly frustrating, especially in light of the issues that occurred with the trailer. I have no experience in loading a car onto a trailer, and was assured by the employees at the Uhaul store I rented from that they could help me with no problems. They attached the trailer, and told me to pull my car up to get me ready to load it on. As I started to drive up the ramp, it became clear that the car was bottoming out and scraping along the ramp. I asked the employee helping me what I needed to do, and he told me to back up and take a running start at it, and that the only way to get it on was to force it past the part that was bottoming out. In the process of doing this, the front left cv boot on my car was torn, and grease began to leak out. This was completely due to employee negligence. I would not have driven the car up if I was not directly told to. If the employee had known to position the ramp at higher ground, or to use wood slats to reduce the angle the car was driving at, this never would have happened. Working with another employee, the car was easily loaded, and when it came time to unload there were no issues. I got the cv boot replaced, roughly a $250 fix. So now, for this move, I was forced to pay an extra ~$350 in repair and rental charges over what I rightfully should have. When I contacted Uhaul directly, I got this response: "hi max the price of $59.00 dollers is a price for a combo rate when you rent a truck and trailer at the same time on this rental I show there was just a auto transport rented witch the price on the auto transport alone is $124.00 plus tax I have sent you a email with a voucher thats good at uhaul forany item we sale or rent upto $50.00 on the cv boot we have found no negligences on are part do to uhaul not driveing the car onto the autotransport so at this time we are not going to do a reimbursment for the cv boot if you would like to take further action on this please contact are claims dept at 800 528 7134" This response came after two prior attempts to contact Uhaul, and threatening to contact a lawyer to explore my options. Is this person qualified to be answering my email? Is it a fair assumption that customer service personnel would take the time to at least write in complete sentences? I am extremely displeased with the service I received, the communication after the rental, and the failure to honor commitments to their customers who pay the extra money to protect themselves. I am actively recommending against using Uhaul, and will not be using them in the future.Desired Settlement: I want to be refunded the difference between what I paid for the trailer rental (rental, tax, insurance) and the add-on price for the trailer rental (including tax and insurance). The mechanic who fixed my cv boot verified that the damage was recent, and most likely came from this event. The total cost for the fix, including tax, came out to $288.60. I would additionally like this amount refunded, as a Uhaul employee was clearly at fault in causing this damage.

Business

Response:

January 25, 2013

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

Mr. David Scheafer, our President for the U-Haul Company of Portland, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] after reviewing his rental contracts. Mr. Scheafer offered his apology and advised him of a refund he issued for $79, which was the difference in rates for the auto-transport plus tax. Mr. Scheafer also provided the contact information for RepWest Insurance Company if Mr. [redacted] wished to file a claim for damages.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: My complaint against the U-Haul company is based on them releasing account information to a contact person who was not on the contract. The contact person received several written notifications, including a certified letter all addressed to the contact person containing all of the account information, name, address, unit number, actions that would be taken if account wasnt brought current and the balance amount. I called to speak with someone who stated they were from the corporate office about this matter and attempted to educate her on the FDCPA which advise [redacted]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication effected by the mails or telegram that indicates that the debt collector is in the debt collection business or that the communication relates to the collection of a debt; and (6) after the debt collector knows the consumer is represented by an attorney with regard to the subject debt and has knowledge of, or can readily ascertain, such attorney's name and address, not communicate with any person other than that attorney, unless the attorney fails to respond within a reasonable period of time to the communication from the debt collector. At that time I was advised, The notices come from their legal department in another state and they do not have to follow ** laws. However, all notices are addressed from either the local U-Haul facility or their "Corporate office" in [redacted]Desired Settlement: Company needs to be updated on the rights of the customer under the Federal Trade Commissions, "THE FAIR DEBT COLLECTION PRACTICES ACT" which states, [redacted]]Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall --(1) identify himself, state that he is confirming or correcting location information concerning the consumer, and, only if expressly requested, identify his employer; (2) not state that such consumer owes any debt; (3) not communicate with any such person more than once unless requested to do so by such person or unless the debt collector reasonably believes that the earlier response of such person is erroneous or incomplete and that such person now has correct or complete location information; (4) not communicate by post card; (5) not use any language or symbol on any envelope or in the contents of any communication e

Business

Response:

February 22, 2013

Thank you for your concern for our customer [redacted], our Executive Assistant for the U-Haul Company of**, followed up on the information [redacted] provided. He assured our office [redacted] concerns have been addressed and resolved with [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

Review: 1) Failure to provide receipt, 2) Failure to provide total including taxes prior to processing payment

I utilized Uhaul 'U-Box' service for a move from Halifax, NS to Parksville, BC (June 27 to mid July). Uhaul Dartmouth was the location I dealt with to schedule the move. When I initially spoke with them to obtain a quote (May 27), I was advised that the cost of shipping two boxes from Halifax to Parksville would be $3626. I subsequently received an email with a master order number [redacted], stating, "We automatically charge your card for shipping five days prior to your guaranteed arrival date, we will charge you in the amount of $3626.00 on Thursday July 10, 2014." After my items were shipped, I was able to track the order online and the Uhaul site also confirmed that the "total" cost of shipping was $3626.00. When my items still hadn't arrived by July 17th, I called Uhaul to inquire about the delay. They said they had been trying to charge the shipping fee to my credit card for several days, but the card came back declined. I advised that I had enough credit space to cover the $3626. At that point, the CSR advised that the cost was actually $4169.90, as the $3626 "total" did not include taxes. I had no choice but to pay the higher amount in order for them to release my belongings to the local Parksville Uhaul dealer. However, it is unethical for a business to advise a customer 3 times (via telephone, via email, and via tracking website) of the "total" cost, and then attempt to bill the customer's credit card for a higher amount that includes taxes. I initially assumed that I must have overlooked the "taxes" line of my email and website confirmation page, but when I looked back at my papers, I realized that Uhaul had represented $3626 as the total.

I contacted Uhaul twice in late July to request an itemized receipt, and they still have not provided this receipt.Desired Settlement: 1) I would like a refund of the difference between $4169.90 and $3626 (543.90)

2) I would like a receipt emailed to me asap

Business

Response:

September 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She issued a refund for the requested amount of $543.90 back to Ms. [redacted]’ [redacted] account, which 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Although I am very satisfied with U-Haul decision to issue a refund, they still have not provided me with a receipt for my moving expenditures. The lack of receipt (despite two requests) was also part of my original complaint. It is essential that I receive a receipt as soon as possible. Once I receive the receipt, I will be satisfied with the outcome.]

Regards,

Business

Response:

September 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Atlantic Canada Regional Office, followed up on the comments from Ms. [redacted]. She informed our office she emailed Ms. [redacted]’ a copy of her receipt.

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: Moved into the storage unit on 30 December 2012 after being scammed. December 30th 2012 to January 30th 2013 was supposed to be which it was. I was able to find a new residence and will be moving in on Feb 7 2012 and requested to pay the rent for the storage up to Feb 10th. U-Haul refused to honor the request and charge my credit card $100.00 still. Even after calling a speaking with a corporate customer service department no action was taken and the Representative was very sarcastic.

Product_Or_Service: Rental Storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my credit card refunded the rent amount for February 11th to the 28.

Business

Response:

February 6, 2013

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

Ms. [redacted], our Executive Assistant, for the U-Haul Company of Charlotte, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email in response:

Dear [redacted], Thank you for the opportunity to address your concerns regarding your storage rent. Please know that since you are not the primary account holder, I cannot discuss the details of the account. However, I have copied and pasted part of the storage agreement that was signed by the account holder. Please refer to the highlighted area which states we do not refund for unused days. U-Haul does not prorate their rental periods. We apologize if you were not made aware of this by the primary account holder. The account is currently paid through 02/28/13. Please let me know if you have any further questions that I may be able to assist you with. We appreciate your business. Thank you, [redacted] Executive Assistant ###-###-#### MCO [redacted]; ext [redacted]:::::::::::::::::::::::::::

Attention • This is a month-to-month lease. The term of this tenancy shall commence on the rental agreement date written, and shall continue thereafter on a monthly basis. Rent is payable in advance of the rental agreement date specified. U-Haul is not a bailee of customer`s property. U-Haul does not accept control, custody or responsibility for the care of property. Customer shall notify U-Haul immediately, in writing, of address or telephone changes. Customers must provide their own diskus style lock (only one customer lock per room). U-Haul may, but is not required to, lock the space if it is found open. Rent paid in advance is considered prepaid rent and will be refunded upon vacating. There is no refund for unused days if you vacate after the rent due date of the current month. U-Haul reserves the right to change storage room rates with 30 days prior written notice to customer. It is your responsibility to pay on or before the due date. Free self-addressed payment envelopes may be provided for mailing rental payments. U-Haul has the right to establish or change hours of operation or to proclaim rules and amendments, or additional rules and regulations for the safety, care and cleanliness of the premises or the preservation of good order at the facility. Customer agrees to follow all of the U-Haul rules currently in effect, or that may be put into effect from time to time. Customer`s access to the premises may be conditioned in any manner deemed reasonably necessary by U-Haul to maintain order on the premises. Such measures may include, but are not limited to, requiring verification of customer`s identity, limiting hours of operation and requiring customer to sign in and sign out upon entering and leaving the premises. Customer understands all sizes are approximate.

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.

U-Haul will have a storage that is going to be empty for the rest of the month of Febuary. The notion that a company is comfortable taking money from a custormer for a service that is not being provided really does not sit well with me.

Regards,

Business

Response:

February 15, 2013

Thank you for forwarding Mr. [redacted]’s additional comments to our office.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], informed our office she sent Mr. [redacted] another email thanking him for his feedback and that she issued a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 Uhaul truck from Central Storage [redacted]. I was supposed to get the truck and up to 50 miles free. They refused to honor this promise. I took the truck because I had to move that day. I loaded the truck and went back to Central storage to unload it into the locker I rented from them. When I got there, the door was stuck. I went to the office, where they called a tow truck company who wanted to charge me to pay them $75 an hour to get the door open with no guarantee that they could even do it. I explained to Central storage that I had NO responsibility for getting their faulty truck door open. They called Uhaul corporation who refused to get the faulty truck door open at there expense. I was not willing to damage their truck to get the door open, as I could be held liable for any damage I caused. I was forced to leave the truck there unloaded. I told them they needed to get the truck door open at their expense no later then the next morning. Central Storage did not answer their phone, or return my calls or emails for days. when they finally started to, they were still passing on that the criminals at Uhaul refused to take responsibility for their faulty equipment. I told them they had officially stolen my property and were illegally holding it hostage. I told them I was going to come down there with the police and have someone arrested if they didn't get the faulty door on the truck open and release my property. Over a week after my rental, Central Storage emailed me that they opened the truck door and that I had to come down and unload it. I informed them I was out of town on business and that I would come and unload it in a few days when I got back into town. I informed them that they would be liable for any missing proerty or property damaged when they forced their faulty door open. I also told them they could insure my property and unload it into my already rented storage locker if they wanted to have their truck back for rental. They chose to wait and let me unload it when I returned to town.

The truck door wouldn't open due to the staggering neglect of Uhaul. Moving trucks should have doors that swing out, so that even if the load were to shift, nothing could block the door. No doubt this woud have cost uhaul an extra couple hundred dollars per truck, so they chose to cheap out and put on super, crappy cheap roll up doors like a garage. Even this wouldnt be a major issue, if they would have spent another $25 per truck and placed a molded plastic piece across the back of the tracks over the top of the truck and the tracks. Here again, the cheap clowns chose to save a few bucks. The bottom line is that Uhaul knowingly provides faulty equipment not suited for the task of loading and moving which is the exact purpose for which they rent the trucks out.

No doubt, the executives at Uhaal made a knowing, conscious decision to provide faulty trucks so they could save a few bucks. I am certain they believed that 99% of people moving with their trucks were moving their home property and would be forced to personally damage the faulty trucks so they could get the property out that they need to live. All of their clothing and personal property. Unfortunately for these premeditated criminals, I was moving restaurant equipment and did not need to damage their truck to get at the property thus making myself liable for any damage I caused. Instead, I held them liable for getting their ill-equipped truck open. Uhaul has no doubt held 1000's perhaps tens of thousands of their own customers illegally liable to open the faulty truck doors when they inevitably get stuck. It's a totally illegal scam, and the Revdex.com should seek out the effected parties who Uhaul has stolen from . The criminals opened the door on the truck I rented, finally, because they were told I was going to sue them and expose their scam. Therefore, I cannot be a party to such a lawsuit. However, their actions are criminal and the people whom they have stolen from deserve to be compensated, and Uhaul needs to pay out extensive punitive damages for knowingly and wantonly perpetrating this scam on so many unsuspecting victims.

The criminals finally, (according to the law), admitted their responsibility by getting the door open at THEIR expense. But this wasn't enough for these criminals. Over a week later, the criminals illegally charged my debit card $110.37 and sent me an invoice for an additional $302.62. They charged me illegally for the mileage on the truck that they guaranteed they would not charge for when renting the locker, and for half the time that they held my equipment hostage and then refused to unload it while I was out of town.Desired Settlement: Not only does Uhaul need to return the money they stole from me which they illegally charged me in the first place, (I had my lawyer call them annonymously to find out what the truck rental when getting a storage locker deal was, and they told him the 17 foot truck was free of charge, that they weren't responsible for mileage charges under 50 miles...which my rental was, and that the ONLY resposibility was to return the truck with the same amount of gas as when it was taken out), they need to remove the invoice charges from while they held my property hostage and refused to unload it when , due to their own extreme negligence, I was unable to unload it immediately when they finally met their legal obligation and opened the truck. In addition, I demand punitive damages of $5000. This is a settlement offer, as we will be seeking punitive damages of not less then $100,000 should we have to take the criminals to court.

Business

Response:

November 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West Sacramento regional office, followed up on the information Mr. [redacted] provided. She mentioned Mr. [redacted] has paid $110.37 toward the truck rental and also has a Promissory Note for $302.62. She relayed the charges are valid and a refund as an adjustment as well as damages are not due.

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,

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.

To whom it may concern:

Review: I rented a trailer and appliance dolly, as I left I asked the salesmans where to leave the trailer and dolly when I returned it as it would be after hours. He stated to leave it in the return equipment area. I asked about leaving the dolly there and he stated to put it inside the trailer and it "will be fine." When I returned the trailer and the dolly at about 7:30PM that same day, I did what the salesman advised me to do, I left the dolly in the trailer in the equipment rental area.The next day the Uhaul office called me and told me the dolly had not been returned and I would be charged $70 for the dolly. I advised the girl that I had returned the dolly and did exactly what the salesman had told me to due when I returned it, that I had a witness that I had returned it. It didn't matter and I was charged for the dolly. I went back to the Uhaul location a week later and the dolly was there (I have pitures of it), I knew the dolly was the same one because the rubber bumpers were different colors and the strap used to strap items to the dolly had the same markings on it, things I had noticed when we were using it. Clearly this is an attempt to defraud a customer of an amount not likely to put up much of an argument. This uhaul is mistaken in that.

Product_Or_Service: Appliance dolly rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund the 66.17 I was charged for the dolly the Uhaul is in possession of. The day before this Uhaul locaction charged my debit card, an email was sent to them revoking my authorization to charge the card and that any use of the card by uhaul was not authorized and would be considered fraudulent. If the business does not refund the money, in addition to this complaint, I will file a police report for fraudulent use of my card. I have already disputed the charge with

Business

Response:

July 23, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Northern CO, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology for the inconvenience he experienced. She also advised him of a refund for $66.19 as requested. The refund was credited back to Mr. [redacted]'s 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

Review: I am EXTREMELY unsatisfied with the truck that I was given. It was unsafe to even be driven, and I am amazed that it even made it through my move. It backfired every time it shifted gears, and when I was going to return it DIED! I was literally across the street putting $30 worth of gas in it and then it wouldn't start. Instead of U-Haul’s roadside assistance actually handling the situation, they hung up on me several times because I was aggravated and didn't have a "good attitude." Oh, I'm sorry, I just moved for two days, it is 30 degrees outside and you are threatening to charge me with abandonment of the truck if I leave EVEN THOUGH I left the keys with the U-Haul service desk across the street and gave you the exact location of the truck. I then had to wait an hour for a mechanic to come check it out and see if they could get it started. If they couldn’t get the truck to start, I would have to wait another hour to two hours for a tow truck. Isn’t that how everyone wants to spend their Friday night after moving for two days?

When the mechanic arrived, he literally had to hotwire it to get it started so we could drive it across the street, and then we couldn't turn it off because it wouldn't start again if we did (that’s quality right there). Then, I was told that the manager would be in in the morning and would do something nice for me for my frustration. Did they? Nope--no phone call, no email, just a closed contract form charging me what I should have been charged in the first place (1 day instead of the 3 they were trying to charge me), and I am supposed to be happy with that. That is like saying—“We are sorry for ruining your move, your Friday night, and putting your life in danger, but hey we will only charge you what we said we would charge you when you booked the reservation. How does that sound?” Are you kidding me?

The only saving grace were the customer service reps that I dealt with at the actual location, and the main corporate call center lady that I spoke to when I called to complain on the night of the incident.

Is this where the situation ended—NO. Below is the email that their District Manager [redacted] out of Providence sent to me. Are these the kind of people that work for U-Haul? One, I can barely understand what she is saying, and two (no disrespect to her), I am not even sure she is literate. Why would this email ever be sent to an external customer? On top of that, after receiving this email I have made attempts to get back in touch with her and she has yet to respond. I even sent one final email asking for a response, or I was going to take it as high as I needed to take it.

I would like something more to be done. I don't feel like enough action has been taken to remedy the situation OR to satisfy my frustration in enduring this horrific experience in the first place. Like I told the manager, you are not only asking me to have endured this type of experience--you are asking me to PAY for it. I paid for a service—A clean, working, SAFE, RELIABLE, moving truck. I was not given that; instead I was given a massive headache of a truck(which apparently is being fixed to go back on the road) during one of the most stressful events a person can go through-MOVING!

I appreciate your response and cooperation in this matter!

Thank you,

[redacted]Desired Settlement: I would like an apology from U-Haul. I want to make sure that that truck NEVER gets rented out again since it is so unsafe. I would also like a COMPLETE refund of my money. I was sent a gift card--REALLY!? I will NEVER use U-Haul again, what am I going to do with a gift card?

Business

Response:

February 11, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of RI, followed up on the information Mr. [redacted] provided. He informed our office he made two separate attempts to speak to Mr. [redacted] but reached a voice mail both times. Since he did not receive a return call, he sent Mr. [redacted] an email offering an apology for the inconvenience he experienced and advised him of a supplemental credit for the remainder of his rental. The supplemental credit for $89.49 should post on Mr. [redacted]’s next Visa 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 first contacted Uhaul for a quote to move a Ubox from Calgary, AB to Sudbury, ON as I was hoping to get a job there. The quoted price was reasonable, so I booked. In October, I loaded the Ubox with my items. I clarified with the manager (Ali Sidhu) that I was not sure whether I would be getting the job and he said that shipping couldn't happen until I filled out the necessary paperwork (a detailed inventory of the contents of the Ubox). I continued to pay for monthly storage at the Calgary location throughout October, November, and December. (Monthly fees were automatically charged to my credit card at the end of each month.) I did not get the job in Sudbury but I continued to need storage in Calgary. Suddenly, on January 2nd, I received an email from Uhaul notifying me that my Ubox was en-route to Sudbury, ON and that the next email I would receive was when the Ubox arrived in Sudbury. I immediately emailed (it was already 9PM) the manager of the Calgary location to ask what was going on.The next day (today) I noticed that my credit card was charged $2149.00 for the move. I did not ask for my Ubox to be moved and I did not fill out the required paperwork. I called the Uhaul location twice on January 3rd. They forwarded my call to their call centre where I spoke to someone named Melody. She could not provide me with any details other than my Ubox being en-route. Both times, she said she was leaving a message for the manager to call me back. He never called back.Desired Settlement: I would like my Ubox to be stored in Calgary and the moving charges ($2149.00) to be refunded to my credit card. I would also like a written apology from the Uhaul manager.

Business

Response:

January 4, 2013

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

Ms. Mandi Decarlo, our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the inconvenience she experienced and that her U-Box was on its way back to Calgary. She also explained that a refund would be issued for the shipping fees due to our mistake.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I reserved a pickup truck on June 12 for June 13th at 4:30 pm. I tried calling on June 12th to cancel however there is no answering service nor did anyone pick up the phone. So I called the next morning when I got to work and cancelled. I looked at my banking statement the following week and the had not returned the $50 that they held on June 12th. When I called to ask when it would be refunded, the attendant stated that it was a non-refundable deposit. I asked how come they didn't state that when I reserved the truck and asked, he said and I quote: "the tool store down the street charges a deposit, why shouldn't we? Ma'am everyone charges a deposit if the vehicle isn't picked up or it's cancelled." I said no sir, you are incorrect and that I had nothing to do with other companies, my concern was his and why they had erroneously charged me a fee without my knowledge or consent, I would have just not reserved it because it was sketchy if we were going to need it but just in case. If I knew the fee would be charged regardless, I absolutely wouldn't have reserved it. The attendant also said he didn't have to state it and that he could and was going to charge me a $50 and good luck on getting my money. U-Haul doesn't require a deposit if you cancel and if there was a charge, it was his responsibility to make me aware of that and he didn't and he said he didn't have to tell me that, it's assumed...not sure by whom though!Desired Settlement: The return of my $50. All I want is my money back, it wasn't fair, legal or ethical to charge me a fee without my knowledge and to keep it is despicable.

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Richmond, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and offered her apology for the behavior of our dealer and assured her the situation would be addressed and corrective action taken as needed. Ms. [redacted] also advised her of a refund for the $50 fee. The refund was credited back to Ms. [redacted]’ Visa account on June 28th and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

I booked a truck online and was clear that I wanted the truck with extended mileage. I was quoted $369.50 on the phone which is what matched my rate online. I called because I was booking a truck and a trailer from 2 different locations and wanted to insure that it was all together. I was told the "hold" on my credit card would be $85 and I could either pay in cash or use my credit card upon return. I was told when I left my job site to pick up the truck that I would have to put the full rental value on my credit card or else no truck. I then called to cancel trailer because I have other options in Calgary and was told that u-haul could do something for me they should not have held the full amount. After 4 different call forwards and 2 rude people I was told by a manager "OMG are you really gonna try and tell me your whole story? We have other people on hold. Do you want the truck or not? We will call you back when we have time to chat." Very condescending very rude. I made a point of being pleasant and have now decided that I will take business elsewhere and use social media to tell others

Review: My husband and I were moving from our small 900 square foot, two bedroom apartment to another 2 bed apartment 0.7 miles from our home on a Sunday, 12/1/2013. We rented a 17ft U-Haul for $29.99 plus $0.90 a mile. U-Haul was 4 miles from our old home and only 3.5 miles from a new apartment in the same town of Santee. We drove a total of 8.3 miles that day. We only made one trip from our old apartment to the new apartment and then took the truck straight back to U-Haul. They were closed, they had instructed us to put the keys and our contract in a drop box and that as long as the keys were there before they opened we would only be charge a day. We paid cash and left $100 deposit. When I came back on Monday, they stated that we drove 59.6 miles and gave me our deposit, $15 and some change. This is impossible. We would have had to drive back and forth 50+ times from our apartments to drive that much. We would have had to put gas in the truck, which we didn't have to do, and didn't get charged for. When I asked for a supervisor, the clerk called one and all they said was that people don't realize how much the drive. They took advantage of us during a time when we didn't have the money and Christmas is around the corner!Desired Settlement: $60.00

Business

Response:

December 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our San Diego regional office, followed up on the information Mrs. [redacted] provided. He informed our office he spoke to Mr. [redacted] and they were able to reach an amicable agreement. A refund for $47.00 was issued back to Mr. and Mrs. [redacted]’s credit card. The refund should post on their next credit card statement.

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

Sincerely,

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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