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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: On 6/2/2014, I ordered Moving Help (VA only) and a U-Box for a cross-country move from Virginia to Seattle, Washington. Per the original contract, a 6/20 pickup of the U-Box and return on 6/21 accompanied a guaranteed arrival date of 7/1 in Seattle, with the box available to unload on 7/2. Because I planned a housewarming party for the holiday weekend of the Fourth, I cut a trip to Asia short in order to fly back and load the U-Box in order to make it to Seattle by 7/2. Moving Help was excellent and picked up the trailer/U-Box, loaded it in Virginia, and returned it the same day on 6/20. Per the original contract, I assumed that it would be shipped out on 6/21.

On 6/24 and 6/25, I logged online to check the status of my order ([redacted]); the website has a helpful visual display of progress. It showed only that the box had been picked up on 6/20 and returned on 6/21 (incorrect) but did not show that it was in transit. I then called in to the U-Box customer service line and was only then informed that it was unknown whether or not the box had been picked up and was in transit -I was told at the same time that it *could* still make it to Seattle by 7/2 even if it had not yet been picked up in Virginia due to the standard amount of time 'padding' that all orders had for these sorts of late shipping pickups. U-Haul's contract stipulates that my card would be charged for shipping five days prior to arrival in Seattle. When that timeframe elapsed (it should have been charged on 6/26), I was concerned that the shipping had been delayed since the website still was not showing any updates or that the box was in transit. I did not receive any communication about the late (or nonexistent) pickup at this point.

On 6/29, I call again and am told finally that the box *will* definitely be late, but that they do not have an estimated time. I reschedule the movers in Seattle for the first time. The website is still not updated at this point and I am told to file a 'customer objection,' for compensation since I have been living out of a suitcase without any kitchenware, 95% of my clothing, and any furniture. On 7/1, the date on which the box was originally per contract scheduled to arrive, I receive an automated email that the box has finally been picked up -ten days later. On 7/3, I receive an unprofessional, bizarre email in response to my customer objection from the local store manager, one [redacted], who writes (actual spelling errors included):

"Good Afternoon, The shipping companys pickup is not controlled by uhaul. While it is unfortunate that your boxes wont arrive in time for your function, You are not intitled to any refund. we apologize for the innconvienence."

From the customer's perspective, I contracted out with U-Haul in order to ship belongings using their service -who they subcontract with is of little concern to me. To guarantee a service and then renege on that contract guarantee seemed wrong. I call the U-Box customer service line to explain the situation and am promised a return call from the district office. Later that day, I do receive a call about my customer objection -but the associate (who was helpful) says that the system shows that I was guaranteed a Seattle arrival date of 7/5 -patently false. I log in to the website and am shocked to see that the dates have all changed from the previous time I logged in:

-Original pickup of box: 6/20 (same as before)

-Date of return of box: 6/25 (this was changed -and is grossly inaccurate, the box was returned same day on 6/20)

-Now shows in transit

-Guaranteed arrival date in Seattle is 7/5 with availability to unload on 7/6.

U-Haul (likely the folks at the Virginia location) has actually *changed* the 'guaranteed' date of arrival in Seattle -fraudulently. Based on the website/system, the associate from the district office says that I am not entitled to a refund unless I have proof that I was guaranteed a date of 7/1 versus the 7/5 that the website now shows. However, I *do* have a soft copy of the contract that explicitly states a guaranteed arrival date of 7/1 and I forward this 'proof' to her. Upon receipt, she asks that I call once the box has arrived. I am shocked at the lack of integrity and the baldness of the players involved to actually change

On 7/5, I call in to the customer service line to confirm that the box has arrived in Seattle per previous conversations and the website. Again, [redacted] says that the box is actually *not* in Seattle and is again late. As with all of the other previous times, I am not informed that the box is late until I call in proactively to confirm. I reschedule the movers again. She then "guarantees" that the box is en route and will "definitely" arrive by close-of-business the following day on 7/6 with availability to unload on 7/7. I ask her multiple times to confirm -and she does. On 7/6, after close of business, I contact U-Box to confirm that the box has arrived with an associate by the name of [redacted] says that he has been working at U-Haul for four years and that their systems never show such information; he has the audacity to suggest that I contact the shipper that U-Haul has subcontracted with directly to find out where my box is and whether or not it is actually in Seattle -despite the fact that I have no idea who the shipper is, how to contact, or what information to give them. After we disconnect, [redacted] calls back ten minutes later and says that he was actually incorrect and that he did not know how to read the icons on his screen -he says that the icon confirms that my box is indeed in Seattle. I confirm repeatedly and confirm with the movers for the following day.

When I arrive at the Seattle location via cab (across the city) and explain that I would like to access my box, the associates in the store state that there were *no* boxes delivered over the weekend. I am concerned and ask them for a manual walk-around to confirm that it did not arrive earlier. They do, and inform me that the box is not there. 20 minutes before the movers arrive, I cancel for the third time. The staff at the location offer to call the shipping company and I am told that the box is actually in Billings, Montana; I have no idea why none of the previous associates were willing or able to contact the shipping company directly as the staff at the Seattle location did. When I escalate the situation to the U-Box line, I am connected with [redacted], the Reservation Desk Manager, who is not particularly polite or helpful after listening to what I have had to undergo for the past couple of weeks. Exhausted of calling in, investigating on my own, insisting on follow up, I ask her to take point and contact the local Seattle office and monitor when the box has arrived and if not, to contact the shipper -something that I think is more than reasonable; she is beyond reluctant to do so, frequently mentioning "that is not my responsibility, that is not what we do, that is for the receiving location." At one point, she laughs on the phone at my request for her to take greater ownership of the situation and when I ask her whether she is scoffing at me, she jokingly says that she does not even know what that word means. Horrendous, unprofessional service that U-Haul should be beyond embarrassed about delivering to its customers -at a minimum, it's front-line team should be replaced or retrained, particularly managers such as these. Ultimately, the box 'may' get here tomorrow or the following day -but no one seems to know, and trying to get even a manager to care seems to be futile and next to impossible.

At this point, U-Haul has violated the terms of its own contract multiple times -going so far as to actually modify its terms by changing the guaranteed date and then insisting, somewhat baldly, that I was never given a particular guarantee *until* I presented proof. Its service and its failure to deliver on any of its promises or even bare minimum expectations of how it should treat its customers smacks of a lack of integrity or professionalism, is a poor way to do business, and is simply wrong.Desired Settlement: Mentally and psychologically this ordeal has been draining -but physically, I have none of my belongings, cut an important trip to Asia short based on a guarantee that U-Haul not only did not deliver on, but actually unilaterally modified, was not able to throw a housewarming and continue to accrue significant out of pocket expenses that very clearly would go beyond the meager per diem compensation offered for late boxes. The disgusting antics and behavior experienced warrants nothing less than a full refund.

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Metro DC regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised him of a refund for $400 as an adjustment for the delayed box along with an additional $100 refund to help offset the poor customer service [redacted] received.

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.

Contrary to your previous communication -this situation has not yet been resolved. On Tuesday 7/15/2014, I spoke with a colleague of [redacted] in the Corporate Office by the name of '[redacted],' who assured me that the refund had been processed on 7/10/2014; she stated that the refund would be in my account within 5-7 business days. Today (7/21) is the 8th business day and there is still no refund. When I called in to the office, I again spoke with [redacted] -who stated that she "could not find" my objection. After keeping me on the phone for several minutes, she finally found the objection; when I expressed my irritation at another *broken* promise / guarantee, she started to give me attitude about -verbatim: "you can either keep on telling me how ridiculous I am or let me call the credit card processing unit." Staggering level of incompetence on her part aside, I have no idea why U-Haul seems to be so unbelievably inept and following through on anything -at this point, I have zero confidence that anything will be resolved. [redacted] said that following up on this complaint was useless since "[she] would just get it anyways." What an embarrassing way to run a business -and an even more shameful way from a corporate representative of dealing with customers who have every right to be upset.

Regards,

Business

Response:

July 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the initial credit done on July 10th did not complete for unknown reasons as per our Credit Card Processing Department. Another credit was issued on July 21st and confirmed with Credit Card Processing that the credit did process. The credit for $550 should post on [redacted]’s next credit card statement.

Please be assured we will follow up on the information [redacted] provided in regards to the rude treatment he experienced over the phone. We realize there is never an excuse for rudeness and want to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On November 3, 2014, I reserved a 17 foot truck from UHaul of Ithaca for 9:00am on December 1, 2014. The move was to Syracuse, NY, which is approximately 1 hour away. The cost of the truck rental was $170. On November 30, 2014, I received an e-mail saying that I would have a truck ready at 12:00pm in Elmira, NY. Elmira is an hour away from Ithaca in the opposite direction of Syracuse. I had movers booked at 10:00am to load the truck in Ithaca, and 2:00pm to unload in Syracuse. I called the location, and they said they would have no trucks available for my for my move. I basically would have had to call both moving services, have them rearrange their schedules with less than 24 hours notice, in addition to paying for the extra gas and mileage from Elmira to Ithaca and losing 2 hours on an already busy day driving both ways. I ended up renting the same size truck from another company, which cost me $430, since it was a last minute reservation. They were willing to give me $50 for not honoring their reservation, but considering I spent $250 because they were unable to honor that reservation, $50 is a slap in the face. They are a large corporation that had a month to make sure a truck was available for their paying customer. I've called customer service multiple times and haven't gotten anywhere besides them telling me they would gladly rearrange their moving day if that's all that was available, and that they would not do anything more than $50, since they didn't have the trucks available. It's poor business practice to allow customers to make a reservation a month in advance and not ensure that they are able to deliver the truck reserved. Reservations are useless if they can be drastically changed at the last minute.Desired Settlement: I would like to be reimbursed the $250 difference that I had to spend to make sure I had a truck for the move I had planned well in advance. I wouldn't have had this issue if UHaul had the equipment I reserved, or if they had to change it, make it actually work for my move, but they simply told me they couldn't help me when I told them I had movers booked.

Business

Response:

December 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Ms. [redacted] provided. She informed our office that Ms. [redacted] was never scheduled at her preferred pick up location. She was scheduled at the next closest alternate pick up location but Ms. [redacted] declined. The truck she reserved was available, but she refused to secure it and opted to go to another moving company that ended up costing her more money. Although she is not due the $50 Reservation Guarantee Fee, it was issued to her in the interest of customer good faith. Ms. [redacted] attempted to speak to Ms. [redacted] but reached her voicemail. She left a message offering her apology for the inconvenience she experienced and also advised her no further refund will be issued. She left her call back number in case Ms. [redacted] wished to speak to her.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

Ms. Garcia,My name is [redacted], complaint number is [redacted]. I am contacting you regarding the above referenced complaint against UHaul. I just spoke with [redacted], the regional representative, who informed me that according to my reservation, the location I reserved was only a preference. As you can see in the e-mail I received from UHaul confirming my reservation, it says this is a guaranteed reservation, and that UHaul will arrange the equipment at the most convenient location. Ms. [redacted] told you that she called and left me a voicemail; I never received a voicemail, I only knew she called because of the e-mail I received from the Revdex.com. At that point, I [redacted] some numbers from missed calls I had and figured out which one was UHaul. Due to the holidays and my work schedule, it took a while for me to be able to get in touch with her. I made this reservation on September 26 for a December 1 move. They had plenty of time to ensure the equipment would be available. I budgeted $200 for a moving truck, because my truck was quoted at $170. On November 30, I was told that I would have to drive an hour to pick up my truck, and that it would not be available until 12pm. I had originally made the reservation for 9am, so had movers booked at 10am. According to the attached e-mail from UHaul, this was a guaranteed reservation, not a preference as [redacted] claims. I ended up having to pay $430 to book a moving truck at the last minute from another company, which I'm sure was so expensive because I was booking a truck with less than 24 hours notice. I am asking to be compensated for the difference, as UHaul guaranteed this truck for me and because they did not fulfill this guarantee, I had no choice but to book another company at the last minute. The $50 they gave me is a slap in the face, as I spent over $200 more to get a truck for my moving day and the amount of stress it caused. [redacted] was stressing that in the e-mail that I received when I booked the truck, it said that my location and time were "preferred" rather than guaranteed, which is completely inaccurate. She apologized that I was inconvenienced, but this was more than being inconvenienced; this was completely impossible.So far, nothing has been done, as UHaul continues to insist that all of my reservation details were preferences, rather than an actual reservation. I hope that upon review of this e-mail, you see that this was more than a preference, this was a guarantee that UHaul did not fulfill. Thank you for you time. [redacted]

Review: I recently rented a truck from Uhaul.com contract #[redacted] on January 4, 2014. I prepaid the entire amount upfront and drive approximately 31 miles. Before returning to agreed drop off location after placing $20 in fuel at $3.19 per a gallon equaling 6.25 gallons. The truck did not sit running to waste fuel on my watch. These trucks are regulated to get between 9-11 miles per gallon. I presented this over the phone with a representative which waived the charges. One week later U-Haul debited from my account without permission the charge of $75. I contacted U-Haul and was told it would be corrected. I gave 3 days and contacted my bank and had the charges reversed. I have received no further contact until 2/19/2014 when I have been contacted by a collection agency. I am very twisted about this whole matter. If I actually owed the money it would have been paidDesired Settlement: U-Haul should be ashamed of this practice. I would like the collection agency to be removed and the matter resolved along with a letter for my records that it has been corrected a verbal agreement has already been breached and now I want this in writing for my future protection due to the fact I do not trust U-Haul no longer

Business

Response:

February 24, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and resolved his concerns. The overtime note has been cleared from our billing department.

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: Before ordering a class 2 hitch for my [redacted], one designed to carry my [redacted], I called U-haul on 7/10/12 to make sure a class 2 hitch could be installed on my car. They said it could so I went ahead and ordered it, trusting them to know. Then during the installation on 7/17, I was told it wasnt going to work. To return the lift to the vendor, there was a restocking fee and shipping costs totaling over $200. My son-in-law called on 7/18, as I was too upset to call, and spoke to the manager, Gary, asking if he would do the right thing and cover the expense of returning the lift. He said no, he couldnt do anything; he would just have to train his employees better. On 7/18/2012, I contacted U-hauls arbitration department about this situation, requesting that they cover the expense of returning the lift. I did not hear back from arbitration directly but instead received two emails, each offering a $100 certificate to use towards future purchases at U-Haul. There wasnt an explanation for the certificates in the email so I can only assume this was their attempt to compensate me for my expenses. I called the local U-Haul store telling them that the certificates didnt do me any good as I didnt anticipate making future purchases at U-Haul. I requested that they reimburse me for the fees in the form of a check I could deposit back into my bank account. I was told that they couldnt do that and if I needed the cash then I should just sell the certificates to someone else, which I absolutely dont feel comfortable doing.I then contacted the arbitration department for a second time on 8/16/2012 reporting all this but never heard back from them.

Product_Or_Service: Hitch installationDesired Settlement: DesiredSettlementID: Refund

At this point, I would like your assistance in seeking a refund from U-Haul, in the form of a check, for the restocking fees and shipping costs. I feel that they should incur the cost as they provided me bad information.

Business

Response:

December 12, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Sara Allison, our

Field Manager for the U-Haul Company of Central TX, followed up on

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

contacted Ms. [redacted] and advised her that she should receive the

refund check for $200 within the next 7-14 days.

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 was overcharged for two trucks rented from this location. One truck was paid for in cash and the dealer actually used my card with authorization. I have been disputing two amounts with my bank 58.37 for the 20ft truck that the deposit was in cash 100.00 and 79.98 which is for the 24ft truck overage. Trucks were rented June 19 and returned June 23rd before the store open. This Uhaul location is a mom and pop store and do not rent their two trucks out often, I feel they are trying to over charge me because business is low. I was unsuccessful in contacting the actual owner. Now I received a collection letter from [redacted] & [redacted] for 264.55 a entire new amount.Client# [redacted]Acct No. [redacted]x

Product_Or_Service: Truck Rental

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

I would like the balance cleared and to no longer receive collection letter or calls.

Business

Response:

July 30, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but reached her voice mail. A message was left for a return call, but has not been returned. Ms. [redacted] relayed that after reviewing the rental charges, they appear to be correct. Ms. [redacted] paid a $100 cash deposit on the rental and the remainder was put on a Promissory Note, which was charged to her credit card on file by our Collections Department.

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,

No one from Uhaul has tried to contact me, I check my voicemail daily. Uhaul claims I now owe 264.55(please see collection notice) but before claimed I owed $270.35 (please see bank statement) which $132.00 was paid. I disputed only 138.35. Where is this extra $126.20 coming from? Uhaul needs to stay on top of their locations much better. Also on the truck that was paid in cash I did not secure with a credit card therefore charging to the card is unauthorized and seems unlawful.

Business

Response:

July 31, 2013

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she left another message for Ms. [redacted] requesting a call back at [redacted] in order to personally go over her rental charges.

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

U-Haul BITES! First they give me a quote of $1,071 for a 14ft truck with 7 days and 2,195 miles and $280. for car carrier, but when I go to pay the deposit that afternoon...all of a sudden it's going to be $1,894. for the truck and $389. for the carrier! If that isn't bad enough they called last night to tell me that the only truck available is in Dixon which is an hour and a half away instead of 10 minutes down the road. Wait, there's more! The car carrier is in a different town and we'd have to go get it too. We got the truck this morning and right after we left Dixon, IL. the "Oil Change Required" came on the dash display and came on every time I started it up. When we got to Ottawa, IL. I told the guy there about it and we checked the oil it was a quart low he added it (with my help) and said thats all he could do. So we rented the trailer from him and he asked if I needed help hooking it up (uhaul has always hooked up their trailers), so I did it myself and left. With my girlfriend behind me we drove back to Streator, IL. My girlfriend informed me that the lights were not working right on the trailer, yea no brake lights or turn signals worked on the trailer. I took my chances and drove it that way to Washington, didn't want to have to deal with uhaul I already lost half a day just getting the truck and trailer. When we got the truck it was not clean in the back and it had a dolly we did not need and the girl gave me back $3.00, then I found out it should have been $10.00 so you owe me at least $7.00. We asked you before we got the truck what kind of gas mileage does it get and you told us 12 mpg, well the truck said it was getting 8.3 mpg on the way to get the trailer, then 8.4 mpg after then all the way to WA. it said 8.2 to 8.4 mpg. It actually got 6.9 to 7.9 mpg. Oh we did get a $200.00 discount for having to go pick the truck up and I called back and complained more when I found out what you guys told us about how far Dixon was and how far it actually was,

you said it was an hour away, its 1 1/2 hours away. So we got another $100.00 off so the truck was $1,594.00 still way above your original quote to us. I have rented a lot of trucks from you, local and one way and this was by far the worst experience with you. Don't know if I will ever use you again. Did not appreciate the jack up in price and the poor shape your equipment was in !!! Oh and I was suppose to get a copy of my bill emailed to me and never got it.

Review: I have been renting from this company since October 2013. I pay on time every month on the 28th. My rent is actually due on the 29th but I make sure to pay by the 28th. I called in last week, to let them know I would be moving out on August 4th, as I found a home for me and my daughter. They told me because I would be 7 days out from my due date they could not prorate my monthly. I pay every month $217.57. I had also received a letter from them showing the rent would be going down to $212.95 starting 7/12/14. I am not only upset that I have to pay a full month's rent for 7 days of useage but then I was charged $222.90!! I asked why was that and was told because well uh, you have insurance. That shouldn't matter as the rent price went DOWN! I have the letter to include. I am thoroughly upset that they will not prorate the monthly but then to top it off and charge me even more?!!? I am a fair person and feel that by paying a prorated amount is fair. They could re rent this to someone else and not only pocket my monthly payment but pocket someone else's montly rent for the same units. I have 2 10x10 units, and have paid on time every month I've been there.Desired Settlement: I would like to be charged for the prorated days that I will use the rental storage unit. I am a fair person. I will be in there from today's date of July 28th (my starting date of the month) until August 4th when I have movers coming to empty the unit. That is a total of 7 days that I will have used the units for the month. I am meeting the movers at 9:00 am. on the 4th. I'll even pay for that day, so a total of 8 days prorated charges. I feel that is only fair, as they could re rent these units once I'm out on the 4th and not only get MY full payment but get someone else's full payment for the same units. I have paid even more that what I WAS charged which was $217.57 before, now they charged me $222.90 when I have the paperwork showing the monthly charges were to have gone down to $212.95! Please help! I am a single parent and am trying to better myself and found me and my daughter a home. I think this is just an unfair cruel act played upon someone who is a good on-time payer to boot! Here is the copy of the letter:

I keep trying to copy and paste or attach and there doesn't seem to be a way to send the confirmation of the charges I was to have been charged. I don't know how to attach this letter from Uhaul showing in writing the $212.95 price I was to have been charged. If you need this I can email it to whomever I need to email it to. Please advise!!!!! This shows effective 7/12/14 and the letter was typed out on June 11, 2014

Business

Response:

August 3, 2014

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

Thank you for your concern for our cus[redacted]er Ms. [redacted].

[redacted] Burns, our President for our North Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to charge her storage rental for just the amount of days she would need to store her items. He apologized our GM of our U-Haul Storage Center was following policy to the letter and did not take the time to fully listen to her concerns. He also advised her he would email her a VIP Certificate to fill her propane tank in her new home. Ms. [redacted] relayed her appreciation for his call.

Our cus[redacted]ers 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. However, there is one question, when I did speak to [redacted], he said he would send me a VIP certificate for appreciation of my committment to pay U-haul on time diligently every month since October 2013, but he didn't say anything about filling my propane tank of my new home. I don't have a propane tank, as I don't have any gas appliances. So, I'm not sure how that came about. I do know, that I was very appreciative of [redacted] taking the time to contact me and go over my concern. I am a fair person, and all I was asking was for the same fairness from the company. He came through for me and I am very appreciative for that. He had mentioned sending me a VIP certificate (a gift card I'm thinking) for me taking the time to contact them about my concern and being fair about it. I really appreciated the fact that he took time out of his day to contact me. When I closed out the account at the Debary location, however, it seemed that I had offended [redacted]; and that was not my intention. I wasn't trying to cause anyone any added grief. Thank you again for your time and sending a gift card for my concern.

Regards,

Review: Upon moving out of a storage unit, I requested a receipt for the total amount charged, so that I could claim the storage fees as part of a military move, and be reimbursed for them in full. The gentleman could not provide the receipts, but promised to email them. He was aware that there was a time constraint or around 2 weeks. I did not receive an email, so I called about 6 to 7 days later. I was told that corporate U-Haul had to email them to me, and would in around 4 days. I told the gentleman that I spoke to that I was under a deadline to submit the receipts as part of my move claim (credit card statements are not to be submitted, only a receipt). I never received that email. The day before I had to submit my paperwork, I called the U-haul store repeatedly, and no one picked up. I submitted my move paperwork without the receipts, and [redacted] out around $475. I sent an email to corporate U-Haul explaining that I was filing a claim with the [redacted], and stating the reasons. They emailed back in only a few minutes, and emailed the U-Haul franchise. Only minutes after the start of business the next day, the U-Haul franchise emailed me all the receipts, leading me to believe that it was not that difficult to obtain them. As my move was submitted, however, on the last day allowed by the deadline, the receipts did me no good at that point, and I am still out the money.Desired Settlement: Reimburse the approximately $477 in storage fees.

Business

Response:

April 3, 2013

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

Mr. [redacted], our President for the U-Haul Company of**, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the delay in obtaining the receipts he requested. He asked Mr. [redacted] to email him documentation showing how he lost the money he is claiming. If verification can be provided, Mr. [redacted] will issue a reimbursement.

As we value Mr. [redacted] as a customer, we had sent him a $25 VIP Certificate when we sent his contract he requested. The Certificate 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,

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. Mr. [redacted] was extremely helpful in solving the problem, and I am waling away from this with a very good opinion of U-Haul and their business practices.

Regards,

Review: I rented a U-Haul in [redacted] WA on July 14,2012 for my move to [redacted] SD.I rented a 17ft truck with a car transport to pull my SUV. I traveled with a girlfriend. The cost of the truck was 1530.00 plus fuel. In [redacted] ND the carport blew a tire and had to call the highway patrol for help. The officer and myself called the 1-800 number from the booklet and told the call center employee about the breakdown, we gave the call center the information about the carport and they said it would take 2 hours to get a tire to us, they had to come from [redacted] ND. After the service center came the driver told us that the call center gave him the wrong information and he had a tire that fit the truck not the transport. The service center called his shop in [redacted] to request a correct tire and informed me it would take another 2 hours for the tire to reach us. There was no where to pull over or even find a safe place to park and the temp was 98 degree's. After the second time waiting for the tire, it came and the tire was for the carport but it was the wrong size, there was mis-communication from the call center to the driver and was once again told the wrong information to the shop. I talked to the call center and was told they couldn't get us another tire for some time, that really told me nothing just we would be sitting another 2 hours or longer to have someone find a tire. I was told since it was Sunday it would be a long wait. What if I had a child or infant with me or an elderly person we would be sitting in a hospital somewhere, it wasn't their relative so it wasn't important. I told the call center I wasn't waiting for 2 to 6 hours for someone to bring another tire if it came at all, my girlfriend and I took my SUV off the transport and we had to unpack the SUV and re-pack so she could drive it the rest of the was to [redacted], I had to fill the SUV up because I didn't think I would be driving it, so it wasn't filled up. This 3 hour trip from where we were stranded took us 7 hours.Desired Settlement: When I returned the truck on Monday I talked to U-Haul and [redacted] said they would reinburse the credit card I used she did 160 dollars, but her Supervisor promised another 200 dollars and a conformation e-mail for all of this, which I never recieved or the storage unit credit. I think this is so wrong of a large Company to do business like this, I know it only took a few clicks to take the cash from the credit card but why has nothing been done on to resolve this only promises not kept.

Business

Response:

August 13, 2012

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

Our records indicate a credit for $200.40 was issued to Ms. [redacted]'s Visa account on July 18th along with a supplemental credit for $160.00 issued to the same Visa account on July 25th. Both credits should post on her next credit card statement.

As we value Ms. [redacted] as a customer, we also sent her a $100.00 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 and tape. We also sell permanent hitches, propane and locks.

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: Hello, I tried to rent a cargo trailer and auto dolly from a NYC location. It was the worst customer service I ever experienced! After doing it online, and then calling, they could not find my order. And they kept passing me onto someone else. This went on for more than an hour. They told me the gear I needed could be obtained from a Bronx, NY site. But when I called to confirm, that location said they don't have the trailer hitch. I called customer service again, and they said that office should find me a location that has what I need. I called them back, and they said where to go, but when I called the new location, they said the original order needs to be cancelled. I called them back, they said they would do it, but they never did. To sum up my experience - lots of phone calls - hours, many hours on the phone with people not doing their job.

When I finally received the cargo trailer, the weight was too much for my car, so I tried to exchange it for a 10 ft. truck, and that turned into another few hours and I never got my money back for the exchange. All together, I'll NEVER use Uhaul again in the NYC area, or maybe no where! I should be refunded at least for the original cargo trailer fee.

A terrible experience! Lots of incompetent employees!Desired Settlement: Refund part, or all of my fees for the terrible experience.

Business

Response:

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

[redacted], Senior Staff for our Manhattan/Bronx regional office, followed up on the information Mr. [redacted] provided and advised our office the following email was sent to him:

Dear Mr. [redacted], In the past 66 years, U-Haul has helped millions of families move themselves to a better life. Our customers expect and deserve the best products and services at a price that they can afford. Unfortunately, we occasionally fall short of our goal to provide the quality of service our customers deserve, as was the case in your most recent experience. Thank you for bringing the difficulty that you encountered at our U-Haul location to our attention, and for giving us the opportunity to resolve the situation. In an attempt to compensate you for the difficulties that you encountered at U-Haul, an attachment was sent with a $30 U-Haul gift certificate which is valid for two years at any U-Haul location. These coupons may be used towards a future rental, to purchase moving supplies or to be put towards rent at most of our self-storage facilities. Please accept our sincere apologies, and thank you for your patience in this matter. [redacted] U-Haul Company of Manhattan/Bronx Tel.###-###-####

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The amount I spent and time I spent due to their poor service doesn't come close to compensating me. I would accept the $117 for the cargo trailer I didn't use, not to mention the trailer hitch I paid more than $250 for. You have no idea how much time it took me to straighten out the order.

Regards,

Business

Response:

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

[redacted], our Executive Assistant for our Manhattan/Bronx regional office, reviewed the information Mr. [redacted] provided and sent him the following email:

Dear [redacted], This email is in response to your recent experience with uhaul. On behalf of U-Haul, I would like to apologize for the inconvenience you have encountered. In an attempt to compensate you,a refund of $50 to your credit card ending in [redacted] has been processed and a $30 VIP Certificate has been attached. The certificate is valid for two years at any U-Haul location. The refund will take 3-5 business days to process and reflect on your account. Please accept our sincere apologies and thank you for your patience in this matter. [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: The first truck we rented was on 11/21/2014, under contract #[redacted]. Half-way through our move, when I opened the gate on the truck, it flew open under its own power so fast it became stuck in the frame of the truck. We spent several hours trying to get the gate closed, but did not have the proper tools. In the meantime, all of our helpers went home. I called the 800-number and the representative said exactly the same thing had happened to her once, and that it was nearly impossible to fix without the proper tools.

Since the first truck was unusable, and all of our helpers had left, we had to rent a second truck, and spend over $300 to hire a moving company.

The second truck we rented was on 11/23/2014, under contract #[redacted]. The person in the store who set up the contract initially indicated on the contract that the fuel tank was full. It was obvious he knew this was not true, because when I came back into the store, before I said one word he immediately said, "Oh, the gas-- I saw that." He reluctantly fixed it on my paper copy and signed his initials, but I doubt he entered it into the system so it would make any difference.

Then when I tried to refill the tank to 3/4 full, I learned only after spending a whopping $39.08 in gas that the fuel tank only reads correctly 45 minutes after the fact. The fuel gauge is defective, but the company has no incentive to spend money fixing it because they can effectively steal gasoline from customers who weren't already ripped off successfully by trusting the company was truthful when documenting the fuel gauge's starting level.

When I requested a refund, the local store had the audacity to blame me for opening the gate incorrectly, and also denied that I had ever called the 800-number in the first place. It is possible he was looking at the wrong contract, but I had provided all this information to the 800-number staff and it should have been passed along. I do not carry all this paperwork around with me at work.Desired Settlement: 1) Reimbursement of $150.95 paid to [redacted].com to contract [redacted] Moving, LLC

2) Reimbursement of the additional $153.00 paid directly to [redacted] Moving, LLC

3) Full refund of $91.03 for the second truck rental which would not have been necessary if the first truck had functioned properly

4) Refund of $17.96 for the 6.3 gallons of additional fuel I added due to the faulty gas gauge

Business

Response:

December 19, 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 Metro DC Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and they were able to reach an amicable resolution. A refund for the base truck rental fee and fuel was issued back to Mr. [redacted] Card account. The refund for $69.03 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:

I will accept this resolution even though the faulty truck gate cost us hundreds of dollars more after our helpers left and we had to hire professional movers. I hope U-Haul will fix the faulty gate as well as the fuel gauge.

Thanks,

Review: After receiving a phone call from Uhaul's Arizona call center at 6 AM in the morning, I returned their call shortly before 7AM. After inquiring about their reason for calling, I asked about extending my rental for an additional two days and was told to return it when I was done. A few hours later, I received a call informing me that [redacted]'s Wrecking Service towed the rental truck from its legal parking spot in front of my uncle's business away despite attempted intervention from employees there. Upon calling Uhaul, I was told the rental truck was "anonymously" called in as abandoned and so was towed following procedure as the rental had expired. When I mentioned that I had extended my rental that morning, Uhaul claimed that there was no record of my phone call to do so. During the course of the dispute [redacted], Uhaul manager at [redacted]., called to inform me that my uncle told him I would pay that particular day. When I asked for a receipt in my name, he said it would be impossible for me to receive on. At that point I told him not to charge my debit card before the dispute was settled. The next morning I woke to find my account had been charged anyway. When I called the Customer Service line, they claimed not to have a record of the charge on their end.Since then Uhaul has said that I have no rights to my personal belongings because their records have the rental, reserved in my name and charged to my debit card, in my uncle's name and that I would need a notarized affidavit from my uncle, who lives out of town, to retrieve them and they continue refuse to give me receipt in my name or accounting of this incident. While I have spoken with the District Manager, [redacted], I have been unable to get any written documentation of this dispute or their requirements to resolve the situation. Because of this situation, I have suffered legally and have had to purchase a new wardrobe, food, medicine, and pet supplies.Desired Settlement: I do not want to be charged the $250.00 tow fee for the Uhaul. I would like an accurate receipt of my rental. I do not want to be charged excessive fees relative to the towing and additional storage of my personal belongings.

Business

Response:

June 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Louisiana regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] has been repeatedly advised to come in and settle her account, which she has agreed to do so but fails to appear each time. Mr. [redacted] explained that her goods have been removed from the truck and placed into storage. Ms. [redacted] has failed to take any action to assist in the entire process. Mr. [redacted] assured our office they have been willing to work with Ms. [redacted] if she would actually make an appearance. She also needs to be aware that although they are willing to work with her, there is still a balance that will need to be collected on the rental.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The Uhaul dispute resolution number for this incident is [redacted]. On May 6th, 2014 I spoke with [redacted], Uhaul Representative #[redacted], in regards to this matter as Mr. [redacted] at that time still refused to return my telephone calls to him and continued to ignore the email requests sent by Uhaul Customer Service Representatives to call me. Mr. [redacted] further continued to ignore my telephone calls/messages until May 23, 2014, that was more than a month after my property was confiscated by [redacted] at the [redacted] location. Mr. [redacted] refused to allow me access to my possessions, informing me that I would need a notarized affidavit from [redacted] to do so as they refused to recognize that it was my Uhaul rental. Prior to that time, [redacted], manager at the rental location, refused to allow me access to my possessions. It was because Mr. [redacted] refused to allow me access to my possessions (after speaking with [redacted] to clarify the situation), stating that he would not give me a receipt for the rental, and would put my possessions in a Uhaul storage unit. I was opposed to this as my social security card, birth certificate, passport, and physical evidence for two court hearings were contained in Uhaul truck, along with a number of antiques from my parents' home. All of this is documented in the dispute resolution log # [redacted].

Please let me know if there is a need to provide signed affidavits from those who overheard [redacted]'s telephone call to me on May 23rd and/or recordings of the conversation.

Additionally, two weeks ago I was contacted by a debt collection agency ([redacted], representative name [redacted]) in regards to the Uhaul rental. This obviously upset me as 1) I have been in contact with Uhaul this entire time during this dispute. 2) I have attempted to pay for my Uhaul rental, but have not been allowed to as Uhaul refuses to give me a receipt acknowledging my payment. Once I explained the situation to the [redacted], she kindly offered to confirm that I would have no problem retrieving my property once paying the debt as her company agreed to give me a receipt in my name. The debt collection agency informed me last Friday that [redacted] told them he disposed of my property prior to my speaking with Mr. [redacted].

Regards,

Business

Response:

June 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Louisiana regional office, reviewed Ms. [redacted]’s recent comments. He relayed that Ms. [redacted] had made several agreements with our Traffic Manager, [redacted], to stop in and pay to resolve the issue. She, however, failed to show each time. The contents of the truck were moved into storage under the supervision of our Storage Manager. When Ms. [redacted] claimed she could not hear Mr. [redacted] on the phone when discussing what was owed on the rental, he asked her to call him when she reached her final destination, which she stated was about 20 minutes away. Ms. [redacted] relayed she would absolutely call back. Mr. [redacted] stated they never heard back from Ms. [redacted]. He assured our office he has whole heartedly been for rectifying the situation with Ms. [redacted] and has been willing to bend to assist her. His staff has done the same. He also stated her goods have not been thrown out as she claims she was told. At this point, in order to bring closure, Mr. [redacted] is willing to settle for just the tow bill of $250 and will wash out all other charges that total more than $330. However, in order to accept this resolution, Ms. [redacted] will also need to remove her items from storage within 7 days from the date of this letter, otherwise we will have no choice but to move forward with lien proceedings. She will then be responsible for lien fees and past due rent. When we retrieved our truck we deliberately waited several weeks to put Ms. [redacted]’s items into storage thinking she would come and obtain them. This caused us to lose a significant amount of income because the truck was not able to be rented. Ms. [redacted] needs to take immediate action to obtain her items and pay the $250 tow bill no later than June 30th.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 06/27/2012 I rented a trailer from Uhaul for 2 days. On 9/13/2012 I received a notice from a collection agency informing me that I owe a citation fee of $10.25 plus an administrative fee of $30.00. I called Uhaul and asked what it was about, and was told it was for an unpaid toll. However I was never informed that I owed anything for any toll. The lady on the phone said that Uhaul does not tell you when you owe money for a toll, nor do they charge your credit card for tolls. Uhaul had all of my information, and could have, at any time, informed me of the fact that I owed money for a toll. They chose to wait until it was past due, and then you are fined even more money for a delinquent toll. Then on top of that they send it to a collection agency, all the while they could have either informed me of the situation, or just charged my credit card. This seems like a totally unfair practice to me. I am willing to pay for the toll, although I am not willing to pay for the fine, or the administrative fee.Desired Settlement: I would like to pay for the original toll that I owe .

Business

Response:

October 16, 2012

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

Our Customer Service Agent contacted Mr. [redacted] and addressed his concerns. He was advised that he was responsible for the full amount of the bill. Because the trailer is registered to U-Haul, any unpaid tolls or citations are sent to the U-Haul Company for payment. An account is set up in our Collections Department and we research the rentals for the time of the toll. The bill is then sent to our customer responsible for the toll, which also includes a $30.00 administration fee.

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

Sincerely,

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

uhaul Regards,

Well my question is still the same. Why did u-haul not send me a bill for the toll when it was due. Why do you wait to send me a bill for the toll once a fine is imposed and then add an administration fee. Of course the bill for the toll is send to u-haul because the trailer is registered to u-haul. But when u-haul receives that bill u-haul should pass that bill over to their customers and give the customer a chance to pay the bill. In the meantime u-haul does not pass the bill to the customer until a fine is imposed and then add an administrative fee. Only after a fine was imposed u-haul passed the bill for the toll over to me . That's a scam in my eyes. Again u-hall had my address, phone number, email address, and credit card information but I was never send a bill for that toll. And again I am happy to pay for the toll but I will not pay for the fine and the administrative fee. Best Regards.

Business

Response:

November 27, 2012 Thank you for your continued concern for our customer Mr. [redacted]. Ms. Makia Jones, a Senior Customer Service Agent, reviewed the information Mr. [redacted] provided. She contacted Mr. [redacted] and explained that when the citation is sent to U-Haul, we need to pay the fine in order to keep our trucks on the road legally. To avoid delays if the customer chooses not to pay the citation or we don't have a current address for our customer, we pay the citation and then set up a collection account. Even if we were to mail the citation to our customer that is responsible for the fee, there would still be research involved and we would need to set up an account for follow up to ensure the citation is paid. Therefore, irregardless if the citation is sent to our customer to pay or we pay and send a bill to our customer, there is research and follow up that needs to be done and this leads to a processing fee. 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,Maria PalmisanoExecutive 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.

Regards,

Dear Ms Makia Jones, I guess you forgot to mention that before a citation is issued a regular bill was sent to Uhaul. Here is how it works. On Florida's Turnpike when you drive through a toll station a picture is taken from your license plate. A bill for the toll you owe is then sent to the address of the license plate owner. If the bill is not payed by a certain date a citation is issued. Unfortunately Uhaul chose to not pay the bill that was sent in time. I was never billed for the toll that I owed. I would have been happy to pay the toll that I owe and I still want to pay for that, but I refuse to pay for the citation fee, and the administration fee. It was Uhaul's mistake to not pay for the toll bill, and it was Uhaul's mistake to not send me a bill for the toll at all. Best regards, [redacted].

I wish to complain about Uhaul's unfair reservation system. On two seperate occasions, September 8, 2014 and again on October 4, 2014; I reserved an Uhaul Truck to move my household from one destination to another in the same state. The first move was an "one-way" move and the second was an "in-town". On both occasions I was informed by Uhaul that my reservation was changed due to vehicle availability. This was upsetting because I had hired movers whom were expected to be somewhere at a specific time.
When it happened the first time, I believed it was a one off mistake and luckily I was able to reschedule the movers. But when it happened the second time, I knew there was something wrong. just to get through the situation, I acquiesced through this disruption. I had to downsize to a smaller available truck because the one I reserved went missing. This caused me to have to hire the movers for extra time which cost me more money due to making more trips. So in the end it cost me more money, more time and more headache.
However, I vow I will never again use UHAUL and I will most definitely discourage friends and family from using their services. I intend to post this complaint on Facebook.

Review: Let me first start by saying, that I will never utilize Uhaul again in my life. Every time I use Uhaul I have issues. I should've learned from the last couple of times, but I digress.

I rented a Uhaul truck from [redacted] to [redacted], where I now reside. I had a two day rental after purchasing the vehicle and paying close to $200 for a one way trip. The next day, Sunday, prior to dropping the Uhaul truck off I stopped at a [redacted] on Duke St. around 2:45 to 3:30 pm and deposited 20.01 into the Uhaul tank. This brought the gauze to a little bit over the half way mark. The location was only a mile and a half away from the gas station. When I pulled up to the Uhaul station I check the gas gauze again and it was at the half way mark. I got out the truck, locked the doors and then deposited the key in the key drop off box since there were no attendants there. I woke up the next morning and checked my account and saw a deduction of $45 from my account and was completely lost. I check my email and later find out that I was charged $45 for not returning my fuel to the halfway point. I was completely confused and thought it was a sick joke, so I called the store to obtain answers. [redacted] and whoever answered the phone prior to him wasn't helpful, rude and standoffish. Neither exuded customer service and it wasn't expected after this egregious mistake on someone's part at this location. There's no way I could've used that much gas in less than a mile and a half. Either someone at this location purposefully lowered the gauge or wasn't paying attention. Something needs to done to rectify this. I am at work and literally had to take an hour out of my morning to file this complaint with the Revdex.com and with Uhaul corporate. Thank you for listening to me.Desired Settlement: Refund.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and requested he forward his fuel receipt for further review and reimbursement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On Saturday, May 24, 2014 I placed an online order to reserve a 26’ box truck from U-Haul to assist with our move from [redacted] to [redacted]. The reservation included an appliance dolly and was to be picked up in [redacted] at the [redacted] location on May 28th and to be dropped off on May 29th at the [redacted].

Upon placing the reservation, we were advised that no location in [redacted] had the capability to produce a 26’ truck, which is why we chose the [redacted] location instead. Upon a scheduling change we needed to switch the reservation dates by 24 hours, picking up on the 27th and returning the 28th. We called the [redacted] location and were told that only managers were knowledgeable in rentals and I would need to wait an hour for a manager to return and call me back. The representative then began to take my phone number, but ceased on the last two digits and advised me to call back instead. An hour and a half later, I called back and was advised that no manager would be on duty at all that day and I would need to call back another day. Instead I called U-Haul customer service directly and was able to change the dates as needed.

On the morning of the 27th and rented the vehicle and were promised an additional 7 miles as U-Haul was unable to produce the vehicle in the [redacted] area. Our GPS took us to our [redacted] home using side streets and we shortly arrived there and loaded the truck with our belongings. The ramp for the truck was somewhat difficult to use, but we were able to operate it successfully. Once the vehicle was loaded, we departed the [redacted] residence and our GPS took us toward [redacted] using the I-5 freeway. Immediately upon entering the freeway and accelerating above 40 miles an hour, the steering wheel and shaft began to shake; the vehicle would not reach a speed above approximately 50 miles per hour. At about ¾ of the trip to [redacted], smoke began to periodically emit from the trucks rear axle; this was confirmed as we had a vehicle following the truck. Closer to [redacted], the driver’s-side mirror began to tilt as if loose in the setting; shortly thereafter, the mirror fell off completely while we were operating the truck. Luckily, we were able to notice it start to fall and kept it from dropping into the freeway. We again called the U-Haul customer service and advised of the issue, customer service advised that –because we were close to our destination- we could drive the vehicle to our new residence and unload before returning the vehicle to a new drop-off location at [redacted]. I was also told that we would be able to rent a storage shed at an [redacted] location for a reduced cost. Upon being ‘transferred’ to the Everett location I was told that the information was inaccurate and only the [redacted] location had storage sheds, but none in the size we were searching for. We managed to stop the truck shortly thereafter at our new apartment complex which was less than a half-mile from the new U-Haul drop-off location. The truck was unloaded and we returned to truck to the new drop-off destination, refueling at the [redacted] station directly next to the U-Haul location. Under the circumstances, we utilized the overnight drop-off option.

The following day, we spoke with customer service yet again and were promised a $75 “VIP Coupon” towards a future rental. Reluctantly, and with this coupon, we decided to rent another 17’ box truck to complete our move on the 30th of May and returned the following day. I then discovered that the price for trucks had doubled, and I would be paying almost as much for the 17’ truck as I did for the 26’ truck. Frustrated, I called the customer service line again and was told that there was absolutely nothing else that could be done as compensation. On such short notice, we were forced to use U-Haul a second time. However, we were unable to obtain a pickup location from customer service; the [redacted] location was chosen again for the drop-off location. By the time we received the reservation confirmation, the drop-off location was still not listed and we called customer service to obtain it. We were then told that it would not be chosen until the day of pickup, and we would have to call back at 6 am. Frustrated even further, I was advised there was nothing to be done to speed up the process or locate a pickup location. I decided to check our reservation status frequently and very soon thereafter found the pickup location listed; this occurred so soon after the last phone call that I was suspicious that the information was available the whole time and the representative was unqualified to use their systems.

The following morning, we arrived to the pickup site of the second truck in downtown Tacoma, WA. We were assisted by the General Manager, [redacted]. We advised we needed a dolly and were told we would receive another appliance dolly with our rental. Upon telling [redacted] about the $75 VIP certificate, we were told that it would be applied at drop off and not at rental, that our payment at rental was only a ‘deposit’. We rented the vehicle and returned to [redacted] to complete our vacancy. The second vehicle also displayed signs of ill maintenance, such as shaky steering column and strange engine noises, but not on the level of our first rental. Upon arriving at our [redacted] residence we discovered we were not provided with a dolly. The belongings were then unloaded at our [redacted] residence, the truck refueled at the same [redacted], and the vehicle deposited (again overnight) to U-Haul at [redacted].

The following morning, I was notified by my credit card of a $45.57 fee for refueling. Amazed at this exorbitant cost, I called U-Haul to dispute as I had not authorized the charge, nor did U-Haul make any effort to notify me of the charge before processing it. The U-Haul customer service call center advised me that U-Haul does NOT maintain credit card information, and they were unable to explain why I was charged these fees without any notification. This caught my attention as I had at no point authorized U-Haul to maintain or save my credit card information; I am very careful about my credit info. This began a chain of calls and transfers to U-Haul customer service during which I was hung up on and disconnected deliberately. I had attempted to contact the drop-off location but they do not answer their phone and all calls were routed to a call center. These instances included speaking with one representative speaking over me to collect my personal information while I was explaining the situation, then the call was disconnected. On the following call, the representative advised she was filling a complaint form and refused help once I referenced contacting my attorney; according to her, U-Haul policy forces her to disconnect once an attorney is referenced and she stated she was deliberately disconnecting and did so as I demanded her supervisor. On one of my final calls, I was FINALLY able to reach [redacted], who was the only person in all of U-Haul who had any idea how to handle the situation and had any talent for service. [redacted] was very professional and took my information and fulfilled a dispute for me and advised that I would be contacted back within 72 hours, but could not help expedite as it was a weekend. Of all my contact with U-Haul, [redacted] was the ONLY representative that deserved her job.

After these calls, I contacted my credit company and advised them to place a stop-payment on the $45.57 as I was not notified of this charge for authorization, nor did I permit U-Haul to maintain my credit card and complete transactions without prior notification. My credit company, [redacted], then contacted U-Haul customer service and we explained the situation to the credit department there. The U-Haul representative advised that she was not from customer service and would not be able to help and would transfer me to customer service. At this point I declined yet another transfer and demanded her supervisor; the representative told us we would be transferred to a supervisor and promptly transferred us to customer service again, not a supervisor. Once the customer service representative confirmed she was not a manager, I demanded a supervisor and refused to go through my chain of events again. I was finally put in touch with [redacted], who claimed to be a manager of the credit department. I explained the situation and demanded an explanation of an additional $121.88 I was recently charged by U-Haul. [redacted] stated these charges were for refueling the first vehicle, as well as mile overages and an improper drop-off location fee. At this point I was irate to discover these improper fees, especially after the situations with the first truck and demanded an immediate refund. [redacted] stated that he would refund some of the fees but not all. I stated a partial refund is unacceptable and I again demanded a full refund, at this point I also reiterated my intent to contact Revdex.com and the [redacted], as well as an attorney. [redacted] told me that a full refund “is not going to happen” and that if I did not accept his resolution, he would not forward the matter any further as he was “authorized to handle all escalated matters.” I then demanded his supervisor and [redacted] absolutely refused, stating again that I would have to accept his resolution; when asked what U-Haul would do if I declined [redacted] stated that I should proceed with a lawsuit as it would be the “only way” I had a chance to get my money back. Again, I demanded [redacted]’s supervisor and he refused and stated he was disconnecting purposely as the call was not progressing, [redacted] disconnected as I demanding he not do so.

Once back in [redacted], I stopped in at the U-Haul location at [redacted] and demanded a supervisor. I spoke with two representatives, one of which states he was a General Manager in training, and they both reviewed the file; at this point I was promised there was “something they could do” as the issue with the mirror was in fact a safety issue, which was not given such attention upon our initial report to U-Haul upon the occurrence. I was then advised that [redacted] was the only person to leave any kind of note on my file. After a few minutes the General Manager in training left the building and I was left with the regular associate who continued to review the file and advised that I would need to wait for the actual manager to arrive. I continued to wait while the representative reviewed the file. After some time I asked how long the wait would be and the representative told me the manager would return in an hour. Absolutely irate that I was expected to wait that long without even being told until I asked I left the building on the promise that the manager would reach out to me upon their return; of course, this did not happen. As such, I am continuing in my intent to reach out to Revdex.com, [redacted], and an attorney as an officially designated U-Haul representative advised this was the only option.

For record purposes, the reservation numbers on both rentals is [redacted] and [redacted].Desired Settlement: See complaint description

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Field Manager for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. A refund for extra charges were issued back to Mr. [redacted]’s Master Card account in the amounts of $175, $121.88, and $45.57 all done on June 6th. The refunds should post on his next credit card statement. Ms. [redacted] also assured our office the rentals have been discussed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.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

Terrible security with this company. First time I ever went to rent a truck they claimed a truck had been rented in my name over 10 years ago (before I even had a license), picked up by someone else and never returned it. When I asked why they would let someone else besides me pick up a truck if it was rented in my name they just shrugged their shoulders. Looking at their policy consumers are still at risk of this happening. This is a deplorable policy they have and they need to fix it.

Review: Uhaul stealing from customersI rented a truck from them on Oct 5thI returned the truck with the same gas level indicated in the contract which was initialed by the Uhaul representative. They charged me $20.25 for gas + $30 for "fill-up services"

Product_Or_Service: truck

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

I want my money back!I want Uhaul to apologize from me as the guy in the front desk called me being smartI think UHaul is a thief stealing in very cheap waysand I want this to be advertising unless I see an apology in "smart"

Business

Response:

October 30, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Ivy O'Donnell, our

Executive Assistant for the U-Haul Company of Northwest Chicago

Suburbs, followed up on the information Mr. [redacted] provided. She

informed our office she sent Mr. [redacted] an email offering her

apology for the inconvenience and confusion he experienced. She also

advised him of a refund in the amount of $50.25 she issued back to

his [redacted] 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,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Uhaul Box has been missing for almost a month. At this point I don't even care if they do what we payed them thousands of dollars to do and deliver the box, I just want to know where our belongings are. Most of the things in there are irreplaceable to us and I would at least like the opportunity to attempt doing Uhauls job for them.

Uhaul refuses to give us a solid answer and has nothing but lies to offer us. Each time we call asking where it is, or when it will arrive, they give us the same answer, "It's arriving tomorrow". There have been well over 7 tomorrows. We had scheduled the delivery to be 6/4/14, 4 days after we arrived at the desired drop off location. Initially, we found that Uhaul hadn't even sent a requisition form to have it moved from it's original location. We found out this information a week after it was supposed to arrive.

Uhauls COMPLETE LACK OF ACCOUNTABILITY is disgusting and they need to answer not only to me, but to the hundreds of other people who's containers have been lost, their valuables been destroyed, and lives disrupted because of some jerk that doesn't care about their customers after they've received your money. Some have even mentioned that they may be falsifying paperwork to complete some sort of contract with their local business (paper work arrives to the customer extremely late, or not at all, and then surprise charges show up only after Uhaul's own incompetence has led to the additional charge,whether it be because of a change in service or completely lacking in reason).

Uhaul obviously does not care about it's customers, as evidenced by the hundreds, if not thousands, of startlingly negative reviews on the web.

I feel like they robbed us and I feel powerless in this situation. I will never be putting myself in this position again and I was hoping that the Revdex.com would be able to help me, and if not me, then the people in the future that PURCHASE this service.

Review: My husband, [redacted], made a reservation at the call center for a 20ft truck on May 25th - pickup June 27th 2013. (Reserv #[redacted]) He requested pickup at [redacted] or [redacted]. We live in [redacted]. We needed additional days & mileage to get to **. They gave us the xtra mileage & days. They were to send email confirmation. No email came. My husband checked on line. The reservation didnt have additional days/miles they'd agreed to & it had wrong size tk. Called Reservation Center again! They transferred him to scheduling who corrected the truck size but to fix mileage & days he would have to call customer service again. Called them & guy said hed fix the days & mileage & send email confirmation. No confirmation came again! My husband checked on line a few days later & still not corrected! he called customer service again & asked for a supervisor. They transferred him to reservations again. Reservations said they couldnt fix it & he needed to talk to customer service. He called customer service AGAIN & asked for a supervisor. Was transferred to a regional supervisor on the job for only 1 week. She said she couldnt fix it & to talk to customer service again. He said no you fix it. He was on hold for 5 minutes & she came back & said it was fixed & she sent a confirmation email. On June 25th we received email that we were to pickup the truck 60 miles away! Called customer service. Said they couldnt do anything. Asked for a supervisor. Couldnt get one. Called back to customer service still couldnt get supervisor. We wanted the truck available at a close location or extra miles for the 120miles we had to travel to get it. They said no we can have 60. Unacceptable! I called corporate who transferred me back to customer service!! I left a message for a supervisor to call. NO CALL of course! No other company has a truck on such short notice. Were stuck & they know it. Unacceptable!!Desired Settlement: We would like $300.00 back. That will compensate us for the AGGREVATION - and that's an understatement - we had to endure in dealing with their rude & unresponsive calling centers over & over again, elusive supervisors & corporate's lack of concern for the predicament we were placed in 2 days prior to picking up the truck for a cross country move - and it will compensate us for the round trip mileage of 120miles to just pickup the truck!

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. She informed our office she sent Mr. and Mrs. [redacted] the following email:

Good afternoon, I am writing to you in regards to the recent Revdex.com complaint you have filed with your current U-Haul reservation [redacted]. I would like to apologize that we cannot provide a truck for you at our [redacted] location nor our [redacted] location, we do work hard to provide the equipment at the requested location however due to high demands we cannot always meet those requests. Based upon research I see we were able to provide you a truck at our [redacted] location which is 52 miles from [redacted], **. To compensate for the change in location we provided you with 60 additional miles ($24 discount/value), which is based upon our compensation policies. Should we not be able to provide you a truck at the preferred location we will compensate you with the mileage that will be placed on the rental truck caused from having to pick up there. We do not compensate the mileage that is placed on your personal vehicle nor travel costs associated with having to pick up the requested equipment, that is our customers responsibility. I do understand that this is farther than you preferred which is why we have provided the 60 additional miles at no cost to you and savings of $24. Additionally you had requested us to match the mileage and days offered by a competitor which, unfortunately was not originally placed upon your contract, I do apologize for that inconvenience. Only a select few of supervisors can authorize those matches and unfortunately when you called they were not on shift. On June 8th a reservation manager was able to receive approval to provide the extra day and miles which is a $174 value discount on your rental. Our efforts to match a competitors rates or miles/days provide prohibit any additional discounts placed upon a reservation. However due to the inconveniences caused by having to be transferred multiple times and calling different numbers I will issue a $40 VIP certificate which can be used at any corporate owned U-Haul center nationwide. The certificate number is [redacted] and will be automatically activated June 27th, 2013 and is valid for 2 full years. We have now issued $238 in discounts based upon the additional mileage and day provided at no cost to you, but to us, as well as the $40 VIP certificate. Should you need any more assistance you may contact us at any time. Once again I am sorry for the confusions and the inconveniences and I wish you the best of luck on your move. [redacted] Executive Assistant U-Haul Co. of [redacted] Office [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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This solution was given to us by email while at the same moment [redacted] a supervisor was calling us telling us they would go get the truck and have it available to us at the [redacted], ** location which they did. So that solved that issue. We turned in the truck and the trailor without incidence and to this point we paid what we had expected and was contracted to pay. Uhaul needs to write to you and tell you what the final solution was - that is what I stated above. Then I can respond with an acceptance of the resolution Uhaul provided.

Regards,

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your continued concern for our customers Mr. and Mrs. [redacted]. I first want to relay my apology to Mr. and Mrs. [redacted] for misspelling their last name in my last response to your office. I meant no disrespect.

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mrs. [redacted] provided. She informed our office she was not able to reach Mr. or Mrs. [redacted] by phone but did send them an email advising them that we had already notified the Revdex.com and if they needed further assistance to contact her back.

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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