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U-Haul International, Inc.

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Reviews U-Haul International, Inc.

U-Haul International, Inc. Reviews (6748)

Review: Rental Truck was booked for a London Ontario pickup during the morning of June 30th. Booking was made for a pickup 45 minutes away from London at 815pm. Phone hold times to change the reservation were in excess of 90min. The pickup location was not accessible by phone over 2 days of trying. When a change was made to pickup a truck in Hamilton instead, the pickup time was scheduled for 1215pm. I received a message 2 hours before pickup saying it had changed to 515pm. I am still on the phone trying to confirm the details as the message told me to do. It has already been over an hour. This has by far been the worst customer service I have ever experienced and I am truly surprised this company is still in business considering the way my reservation has been handled.Desired Settlement: I would like an apology from Uhaul. The arrangements that had to be made to organize a moving day are already ruined. I have wasted countless hours on the phone waiting for a customer service rep to answer to no avail.

Business

Response:

July 11, 2012

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

Mr. [redacted], Senior Staff for the U-Haul Company of Western Ontario, followed up on the information Mr. [redacted] provided. He attempted to reach Mr. [redacted] by phone but was unsuccessful. He sent him an email offering his apology for the inconvenience he experienced and also explained he was sending him a $50.00 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

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 used U-Haul's U-Box service to ship my goods from Ottawa, Ontario to Madison, Wisconsin. I originally loaded my goods on 5/29/14--the promised delivery date was 6/13/14. As of 7/16/14, my UBox was still in Canada! I called repeatedly to follow up, but no one could ever give me a definite date for when it would arrive, and no one ever contacted me. It eventually made it to Madison--I am uncertain about the date, because I never got a straight answer. The online service at myuhaul said it would be 8/3/14, but I called on 7/29/14 and talked to [redacted] who said it had arrived. I picked it up the following Monday (8/4/14). In the meantime, I was charged for an extra month's rental--for the time that my box was still sitting in Canada!!--and the charge was billed the wrong credit card, resulting in a huge foreign exchange fee. On 8/6/14, I filed a dispute with U-Haul, given reference #670320, and told I'd be contacted within 72 hours. I called on 8/10/14 and was told my dispute had been mis-assigned. They reassigned, but I had to wait another 72 hours. I called on 8/13/14, and [redacted] said it was escalated to a supervisor. On 8/17/14, I called and was told it'd been taken to regional manager and they would call within 48 hours. On 8/20/14, I sent the attached letter to [redacted] at U-Haul and was told it'd be forwarded to her manager. As of 8/24/14, I've gotten no call from U-Haul.Desired Settlement: (1) I would like a telephone call from someone in charge - someone who will be able to do something about this issue. I can be reached 24 hours a day at ###-###-####. (2) Refund of ALL charges on my Canadian card IN CANADIAN CURRENCY as billed by my credit card. The total is CDN$2357.49. If this is to be paid in US dollars, then as of 8/24/14, this is US$2211.11. (3) Removal of the extra month rental charge!!!!!! (4) Bill the correct amount to my Discover card LESS the extra month charge.

Review: I am preparing to a long distance move on short notice and short on funds, after much deliberation I decided to use the Uhaul family of products; truck rental, storage and ubox to manage this move. I made all of my reservations using my primary debit card which would also be utilized for my drive across to the east coast. On Friday morning before my move Saturday I went to this location to check on my reservation and familiarize myself with drop off's ect. I wanted to ensure the pods would be out and available for me to load. I had movers I would be paying to move my belongings and wanted to maximize the time I was paying for. I choose to pay UHAUL that day in order to avoid doing paperwork the next day and to pay storage cost for 2 months in advance. I choose to use my discover card and not my reservation card I swiped they emailed the reciept. The next day I went to pick up my truck at 8:15 in the morning for a 9:00 reservation, again allowing myself ample time to be back to meet the movers at 10:00. I waitehd till 9:21 before I called to complain to the manager and customer service. Today is Sunday as of yet I have not heard from the manager about any of this, I have had to use the main corporate line for all interactions. At 10:15 I finally arrived to meet my movers. 2 hours to pick up a truck form a location less than 2 miles from my home. Later that day I stopped to get gas imagine my surprise when my debit card was declined. UHAUL had charged my debit card for the storage despite my providing and signing with another card. They indicated they could not reverse the charges for 5-7 days. I could not wait 5-7 days to have more tham $700 earmarked for my move. I called customer service again, and although that line was cordill and helpful at the end of the day the manager at this location is responsible for the refund he has yet to contact me. I am disgusted.

Product_Or_Service: Truck leasing, storage and moving podDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like this manager to take responsibility for the horrendous service I experieced, I would like him to pay the fees I incurred because of his locations error and will continue to receive until he gets to work resolving this issue. Its just the worst experience I have had with customer service. Funny thing is if he had called to show an ounce of remorse I would likely not even complain. I am traditionally assertive but understanding and

Business

Response:

August 28, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Shore Chicago, followed up on the information Ms. [redacted] provided. He informed our office that our GM of our U-Haul location addressed Ms. [redacted]'s concerns directly with her and they were able to reach an amicable resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Bottom line, U Haul employees loaded the Toyota Tercel on the tow dolly and hooked it up to the tow truck improperly resulting in ripping of the front wheel off the Tercel. I filed a claim against U Haul insurance a couple of days after the accident. Months later after many emails and phone calls the claim was rejected because the tow dolly itself was not defective, and U Haul engineers said that no matter how the safety chains were hooked up could not have caused the problem. I agreed that the dolly was fine but that U Haul written directions are very clear as to how the safety chains need to be moved from the tongue when towing empty to the towed vehicle when towing a vehicle on the dolly. This caused the damage and U Haul is responsible and ethically should pay.

Unfortunately for me once U Haul makes a decision the contract states I must arbitrate (cost $975) and no other information can affect that decision. In Tacna, I was given my receipt that I requested, not at 8:30 am when I paid, but just as I was leaving after the dolly and Tercel were loaded at 5pm. The young mechanic said, "Stop. I have papers for you." He ran to the office and hustled back with a Receipt and handed them thru the truck window. We drove out of the parking lot and thru the gate which they locked behind us. We did not look at the papers until after we dropped off the dolly in Tucson at U Haul. I maintain that since I didn't even know there was a contract, much less sign it, it doesn't apply.

However, not asking me to sign the contract or even telling me about the safe towing tips it contained was a large mistake by those employees. My first signature was to agree to arbitration my second signature was to accept all responsibility for damage regardless of fault. Not to mention the warning that the insurance I thought I had (my credit card and automobile policy) didn't cover U Haul equipment. You can't be much clearer about telling someone to buy insurance. Which, I found out months later, cost all of $16.

Using their own instructions, my two additional witnesses and a simple child's wagon, I can demonstrate the accident was caused by improperly hooking up the dolly. I believe I can win in front of a judge. However U Haul knew from the moment I called and before I opened my mouth they would win if they chose to win. Read on.Desired Settlement: I have three good outcomes listed in order of preference. 1) I would like to be reimbursed for the damage to the left front end of the 1983 Tercel $1332.79. I have already paid the bill so as to get on with engine repair. It as been three months finding used parts for this old car which is why I did everything I could to be careful in the towing. U Haul insurance has rejected my claim. Arbitration costs $775 plus another $200 closing fee. In the fine print of the Arbitration Agreement it states that either U haul or the customer may sue in Small Claims Court. So

2) Small Claims court would cost $62 for me and $32 to U Haul. No appeals. Win or Lose, Done and get on with life. This is a good logical choice for a $1300 claim. But

3) it is U Haul's right to move the claim into a higher court and make the process so expensive to litigate that win or lose I'll be out thousands of dollars and months of time. That is, my costs will be many times what I could win since legal fees are unlikely to be paid by the loser. So for very little money U Haul can win by simply paying a small fee and moving to try the case in a higher court. Interestingly, none of the U Haul employees I asked knew arbitration cost $975 nor did they know my right to use small claims court. Which really isn't a right at all unless U Haul agrees to it. Unfortunately the Tacna U Haul manager died last week, the U Haul rental operation there has been closed down and the young mechanic who did not follow U Haul's instructions and improperly connected the dolly is gone. When I met them they were both good men doing their best and like all of us occasionally making mistakes. Perhaps you can get U Haul to do the right thing.

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. Although Mr. [redacted] states he did not receive a contract, Mr. [redacted] relayed we have a signed contract from him. It is the customer’s responsibility to put their vehicle on the towing equipment and make sure their vehicle is secure before towing. If someone at the dealership helped with the loading process, it is still the customer’s responsibility to inspect the vehicle. Mr. [redacted] explained that the dealer in question is now closed, but had no previous claims for damage due to improper hookups. A claims adjuster from RepWest Insurance Company did review the case and determined U-Haul was not at fault. Mr. or Ms. [redacted] may want to have the matter addressed by their insurance company.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: To whom it may concern:

I rented a U-Haul 26' truck (contract #[redacted]) on August 18th and experienced numerous problems that hindered my move from Muncie, IN to Ames, IA. The truck didn't have air conditioning--which made it almost unbearable while driving during a heat index of around 100 degrees. I also had issues getting the truck started since the day I picked it up. It would start about only 2 out of 3 turns of the key, and when it did--there'd be a pretty strong burning smell that would make it's way through the vent and into the cab and then dissipate.

On Tuesday (Aug 20th) I left Muncie, IN, in hopes of making it to Ames to unload that night. The ABS warning light was on during the entire trip and there were random times (once ever hour or so) when the brake warning light would flash and then go away. After getting gas in Knoxville, IL, I couldn't get it started. The burning smell coming from the engine became more prominent after each attempt to start. After the 5th attempt, I called the U-Haul repair hotline (###-###-####). I let the know about the issues the truck was having and that I was stuck between two gas pumps with a truck that smelled like it was burning up. They called back to let me know that they dispatched a mechanic to my location but it was going to be about an hour. They gave me U-Haul repair reference #[redacted].

An hour and fifteen minutes later, the mechanic showed up. He went under the hood and was able to get it started. The truck, again, was giving off a very strong burning odor that eventually dissipated. The mechanic mentioned that the A/C clutch had gone out or was going out and suggested that it would make its way to Ames, IA (250 miles), but recommended that I leave it running the entire time--which I reluctantly did (even while getting gas). We made it to Ames close to midnight (Central Time) and I shut the truck off and went in without unloading.

I had to take Wednesday (Aug 21st) off from work so that I could unload the truck. When we finished unloading, I attempted to start the truck up to return it to the local U-Haul station, but I couldn't get it started. I again called the repair hotline and they gave me a new reference number (#[redacted]). They dispatched someone from Bud's U-Haul and Service Center. He arrived 15 minutes later and quickly determined that the truck was dead and wouldn't be safe to drive even if he could get it started (perhaps due to the burning odor and what was left of the A/C clutch, belt and wiring around it). He left and came back with a bigger truck and towed it away.

The individual at Bud's U-Haul and Service Center was prompt and very kind. The individuals I spoke with from the U-Haul hotline were very courteous and seemed to be very understanding and apologetic regarding the situation. However, I feel as though I should receive some sort of reimbursement of the $1,050 it cost me to rent the troubled moving truck. There was no A/C (as advertised), it was quite stressful to travel (at night and on the interstate) in a truck that was near the point of breakdown, and I was forced to take a day off in order to unload my possessions because of the mechanical failure I experienced along the way. Furthermore, I believe the truck should have been better inspected before the point of check-out in Muncie, IN.

I've contacted U-Haul's comment/complaints address but have yet to hear anything back after 4 business days.Desired Settlement: Some type of reimbursement for the $1,050 I was charged for the truck.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central IN, followed up on the information Mr. [redacted] provided. She informed our office she spoke with Mr. [redacted] and offered her apology for the inconvenience he experienced. She also advised him of a refund for $700 as an adjustment on his U-Haul rental. Mr. [redacted] relayed his appreciation for the way his concerns were handled and the quick response he received. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

I have used u haul several times over the years for there moving trucks, I recently was in need of a trailer to bring a hot tub home. I went to u haul as I normally would and I was told I could not rent the trailer with my tow vehicle which is a 2003 ford explorer sport trac. apparently this goes back to the firestone days when they had blow outs. I find this "policy" u haul has to be absolutely ludicrous! Not to mention Highly discriminatory against explorer owners. I will NEVER use U-Haul again nor will I ever recommend them! they have lost another costumer due to there poor decision to discriminate.

Review: I wrote this letter to the President of U-Haul on July 2nd, 2014 and have not received a reply.

We are long term U-haul customers and our most recent experience was extremely disappointing. As a nationwide company we expected our experiences to be consistent in any city we were dealing with. This was not the case in our most recent experience.

We rented a 26 ft truck in [redacted], Oregon to start the first phase of our move to [redacted], California. We had a week to make the trip. Plans included loading, driving, unloading and meeting with local contractors at our new home before returning to Oregon. We reserved motels along the way in two cities.

Our troubles began near [redacted] Ca, approximately 425 miles south of Portland. We were driving on I-5.

1. The truck suddenly lost speed and died. We had to navigate to the side of the road. We called U-Haul roadside assistance and while speaking to them I was able to start the truck.

2. The truck died several more times which slowed down our progress to our first night destination. Each time the truck died, we called road side assistance. It was finally recommended to get to Redding and see how the truck was in the morning. We managed to make Redding, Ca. We parked for the night, and since there is no locking gas cap on the truck, 75 gallons of gas were siphoned out of our tank.

3. We left the next morning for our next destination [redacted], CA. The truck died every 30 minutes outside [redacted], with temperatures over 100 degrees. Heavy traffic and running out of power was both dangerous and frustrating. Each time the truck died we sat for 5 to 10 minutes until we were able to restart. We called roadside assistance numerous times as I am sure you can see by your documentation.

4. Our next choice was to go to the U-Haul store in [redacted], CA (on [redacted]). We called at 2:15 and spoke to [redacted]. We advised him of our issues and that we were on our way. Roadside assistance was notified and said they would send a mechanic. The mechanic did not arrive until 4pm. We waited in the store sitting on boxes; does this place have no chairs? Luckily we had water and sandwiches. The mechanic was still working at 5pm. The truck was left in a locked area for the night. We had to cancel our prepaid hotel in Wheeler Ridge. We also had to cancel the movers we had hired in [redacted], California.

5. We called roadside assistance and they made the decision that instead of giving us a workable truck they would take the less expensive route and put us up for the night at a dumpy Super 8 Motel. The hotel was dirty, smelled of cigarettes and was not a pleasant experience for a valued customer. We asked if we could pay the difference and choose a better hotel and were told no. We were also not offered transportation to our motel. Luckily the mechanic was very nice and drove us. We had no transportation to drive out for food so consequently we were stuck in a motel for the night with delivery. We were told that [redacted] would be our single point of contact manager so we did not have to repeat our issues.

6. The next morning we called the U-haul roadside assistance and we were put on hold from 915 to 945 only to be told that they were still working on the truck. No call back from our [redacted] manager [redacted]. We then asked for a rental car and instead they sent us a text (at 1040) saying they had arranged for late check out. We called again and spoke to [redacted] on the escalation team. She also did not follow up and call us back. At 1103 we got a call from an employee at the [redacted] Rd. store that the mechanic had arrived. We went back to the store and again waited while the mechanic consulted with other mechanics regarding the problem with the truck.

FINALLY, it was determined that something pertaining to the fuel pump and a part was replaced. We finally got the all clear to leave but the mechanic recommended that we stay on Hwy 99 as there were more towns to stop in should we stall again. It turns out that this was good advice as the truck stopped again 240 miles down the road right in the middle of major construction. We sat in the truck again. The final time it broke down was going uphill on I-5 into Los Angeles. The truck died. I was able to pull over to the side using momentum, but not before I was passed on either side by a semi-truck. It was a near miss disaster.

We arrived late in Valencia and stayed the night. The next day we arrived in [redacted].

We had to project manage through this whole ordeal. There was consistently no follow-thru. Every call required a complete review of the situation. Are there no notes kept? Are the managers spread so thin that they can’t fulfill promises to follow thru?

This ordeal had cost us a full day. We had to be back in Oregon by the end of the week, and in addition to movers, we had lined up a number of other appointments with contractors.

As a real estate broker, I often refer clients to U Haul and recommend using the movers thru the U Haul link. I have found it to be helpful and reliable. Had this been the only experience I had with U Haul, I would not do business or refer business to U Haul. I rely on customers to grow my business. I understand that negative experiences may occur, but it is how they are dealt with that will keep customers coming back. I like many business owners, apply the basic philosophy to provide the level of customer service that I expect.Desired Settlement: I am requesting that I receive full compensation for the cost of the rental fees

Business

Response:

Thank you for your concern for our customer Mr. [redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided and sent him the initial following email on September 2nd in response:Dear Mr. [redacted], I am writing in response objection[redacted]. I apologize for the inconvenience you experienced during your previous rental. After review of both the calls and the letter, I did find that we advised you to purchase the items you felt were needed for this issue, and to save the receipts until returning the equipment. If you do have any receipts you wished to submit for this issue, we can review them for possible compensation. In regards to the rental itself, while I do see quite a few people were working on the file, I did listen to a few of the calls, in which you didn't need to go over the issue again, as the agents did have all of the notes available. Even with the delay, you did still arrived at their destination, and so we feel a full refund is not warranted. I reviewed all available information and determined that we can refund $100 of the amount you paid on this rental. In addition, we can certainly issue $40 in VIPs. Once again, I do apologize for the experience, but if you would like to accept this offer (or have any questions), please feel free to contact Customer Service at ###-###-####.When Mr. [redacted] did not hear back, he sent Mr. [redacted] another email today:Dear Mr [redacted], As we have received no response, I have processed this refund, and you should see it within 3-5 business days. The VIPs have been sent to you immediately and will be activated 24 hours from the time they were created, and are good for 24 months. If you have any additional questions, please feel free to contact Customer Service at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

I reserved a 26' truck for a one-way rental from Calgary, AB to Moab, UT (~1130 miles). When I arrived at the Blackfoot Trail location for my scheduled pick up, it took over an hour to get my truck. The truck was not cleaned at all. The U-Haul rep opened the driver's door and used a large broom to sweep out the pile of cans and water bottles left from the previous renters. Needless to say, the thick mud and grime all over the cab were not addressed. After loading the truck, I began the 2 day drive only to discover the truck acting up almost immediately from the time I had it on the freeway. As it was early in the morning, I called roadside assistance and asked for someone to meet me in the next town. The roadside assitance rep's phone kept cutting out and I had to call several times. Finally made it to a U-Haul dealer in Lethbridge, AB (~130 mi down the road). As it was a Saturday, I waited ~2-3 hrs to get the truck in for a check-up and then another 2-3 hrs for the shop to find out they couldn't fix the truck. In fact, the shop manager told me that the same truck had been brought in to them a few months earlier with the same problem. Another couple of hrs wait for a couple of kids hired off the street to assit me in unloading and reloading my belongings onto another truck. Neddless to say, the new truck was not packed as well as the original. Left with new truck ~9 hrs behind schedule and had to drive all night to catch up with family that was now way ahead of me. Spoke with customer service when I dropped off truck and was told a manager would give me a call. 2 days later I did receive a voice message from U-Haul indicating a number to call, but no name was left with the message. Called the number a couple of times and was directed to the general U-Haul customer service desk. Spoke with another customer rep and was told I would be contacted within 24 - 48 hrs. This never happened and when I called in to customer service again today, I was informed that the General Manager of the location from which I had rented the vehicl from had closed my complaint and indicated it was settled. Poor service from start to finish.

Review: The issue I have is two fold. First with the service provided by U-Haul U-Box, and the insurance they provide for the service. I shipped my goods (furniture, clothes and some kitchen ware) using U-Box from [redacted] to [redacted]. While at the U-Haul center in [redacted] I went ahead and purchases insurance at the time of paying for the U-Box. During this time, you "sign" the contract. The contract however is 7 pages, and is shown only on the small credit card machine screen. There was no overview given by the employees explaining the contract or insurance of what is and is not covered. You simply sign the machine screen for payment and therefore are signing their contract as well. This contract cannot be found online, nor is it ever sent via e-mail. I looked and it took over a week of phone calls to the claim agent, U-Haul customer service to get a copy of this contract. Once the U-Box arrived in [redacted] I opened the box to find my furniture destroyed from rough handling I took pictures upon opening as I assumed I would have to make a claim. I called the [redacted] U-Haul center as well to validate this is the proper step, they said yes and they assured me this should be covered by the insurance I purchased. At this point I have pictures documenting the damaged furniture from opening and as I unloaded the box. I filed my claim with [redacted] who is their contact for claims. After 2 weeks I received a call from the Claim Agent stating they will not honor the claim. The reason being, if the U-Box can survive, then the insurance does not have to honored. This is regardless of rough handling or any negligence on the part of U-Haul employees.Summary, the insurance is not transparent and rarely applicable according to the way they've written it. The employees do not given any guidance and the consumers do not get hard copies or adequate means and opportunities to view the contract they must sign.Desired Settlement: I want the insurance to be honored. I have the "Loss of Content" sheet sent for my claim that totals $710 in damaged furniture.

Business

Response:

March 4, 2013

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

[redacted] did an investigation on Mr. Kniess’s concerns and they found no signs of the U-Box being mishandled during shipment. [redacted] does not cover damages as a result of improper packing and shifting of cargo. Initially the claim was denied. However, in an effort to bring closure, [redacted] issued a check for $574.50 to [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,

U-Haul International

Consumer

Response:

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

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

Regards,

Review: We rented a truck on July 29th and picked it up just after 7:15am that morning. In the afternoon, there was a torrential downpour and we were not able to unload our truck. I called the line and told them we would be after 5pm dropping off the truck. At 4:45, we were still not finished, so I called them back and they explained to me how to do an after hours drop off. We followed the instructions exactly and dropped the truck off at 8:30pm on July 29th (same day).However, we were charged for two days, including the insurance and blanket rentals. I have called everyday since last Wednesday, sometimes calling up to 3 times per day and no one has returned my calls. I have been told repeatedly that a manager from that store will be calling us, but no one has returned either a call to me nor our money into our account. This is the worst customer service I have encountered in a long time.Desired Settlement: We would like an immediate refund of our money into our banking account.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. [redacted] informed our office a refund for $68.95 was issued back to Ms. [redacted]’s [redacted] account ending in [redacted] for the additional day. The refund was issued on August 7th and should have already posted to her credit card.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: A friend of a friend hired me to help her move and said she couldn't find her drivers license and asked me to go to U Haul and give them a copy of mine. I agreed and we went. The man in the office made a copy. I left my purse sitting on my chair in his office and went to the bathroom. When I came back he said he needed a credit card. I started to say I can't do that and the girl who was renting the truck said she had it and gave him the credit card in her hand. I never saw the card she had and assumed it was hers. He made a copy, handed it back to her and then gave her what looked like a contract to sign. I was never given an opportunity to see or sign the contract. He never said anything about what putting my drivers license up involved or when we should have the rental truck back. She had told me she was renting it for 3 days and moving to [redacted]. We ate lunch in his deli and she got behind the wheel and my boyfriend rode with her and I followed her to the nearest shopping center to do some errands. I never even drove the rental truck once during the entire rental period. After a few hours we met at her house and I went home. I did not see the truck or her ever again. About 10 days later I checked my bank balance over the phone to see if my paycheck had arrived and discovered that 2 charges had been made to MY debit card from U Haul. I called the manager and asked him if that girl had used my card somehow and that I believed she had stolen it from my purse. He read me the last 4 digits of my card. I asked him why he didn't say anything when he saw she had given him a card with my name on it instead of hers and he said it was between me and her. He also wouldn't tell me the dates of the rental, whether she signed my name or answer me on why I didn't get a copy of the contract since I had put my drivers license up for it. I told him the card was stolen right in his own office and that I would be reporting it,which I did.Desired Settlement: I want all the charges from U Haul reversed and the manager there to be held responsible for not following proper procedure in renting and credit card policies.

Business

Response:

January 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Agent, sent Ms. [redacted] the following email on January 23rd but has not heard back:

Ms. [redacted], We received your letter from the Revdex.com. In order to forward your concerns to the appropriate person I need further information. What is the name on the rental contract and what is the location where this occurred ? Please provide me with the address of the rental facility, including city and state. Thank you for your time. [redacted] Sr. Customer Service Coordinator

If Ms. [redacted] misplaced Ms. [redacted]’s email address, she can be reached at [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: I rented a 2006 Ford E_45014 ft uhaul truck and a tow dolly one way for my move from Washington state to Wyoming. Upon picking up the truck and dolly, it was determined that u haul gave me the wrong dolly. Thus after attempting for 2 hours to modify my RWD truck to fit the FWD dolly issued, I took my pick up to the dealer where they suggested to haul the pick up backwards. This caused my family to stay an extra night due to the delay in preparing the truck for the move. Approximately 168 miles from my destination, the engine belt broke and we were stranded on the Wyoming interstate for 3 hours while we waited for help. I had to drive to a nearby hill to get cell reception to call 911 for roadside assistance because the Uhaul assistance group couldnt help me without a contract number. A mechanic was finally sent to us and determined the belt was brand new and incorrectly insalled by U-haul. After getting back on the road, we stopped for gas and noticed coolant/radiator fluid was leaking. I had a deadline to meet that evening and was forced to purchase 2 gallons of coolant and 2 gallons of water to make the 100 mile drive to Laramie. Upon arrival to the return location for the truck, the shop had to take it out of service. I was instructed by the Uhaul pick up in Kennewick, Wa to contact corporate for a refund. They then informed me that I would only receive $192 refund when the truck rental was over $700 and my family had to spend another $500-600 on hotels, gas and food including the extra night in a hotel due to receiving improper equipment to haul my personal vehicle.Desired Settlement: I am requesting a full refund in the amount of $1200 for the $775 charge for the truck, and $425 or more spent on gas, hotels and food

Business

Response:

July 17, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Inland Northwest located in Spokane, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and obtained her current mailing address to issue her a check for $192.00. She also explained that when she spoke to Ms. [redacted], the resolution, which was a refund for $192.00, was amicable. Our records indicate the check for $192.00 was issued on July 3rd. Ms. [redacted] relayed that no further refunds or adjustments would be forthcoming.

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: U-haul expected me and my husband to rent a 14" moving truck with the passenger side mirror shattered. The worse part is that when we asked the front desk lady if they knew about the mirror she said they did and there was nothing they could do about it and good luck if we could find another truck in town. They expected us to drive it like that and until I started complaining and saying it wasn't unacceptable they weren't showing any signs that it would be dealt with, we took pictures of the mirrors as proof.. The truck was in the parking lot since yesterday and nobody cared to fix it. After we complained they asked us to come back in 1 hour and the manager would call us, nobody called and when we got back she said they had a mirror on their way for us, which I believe would take a few hours to fix. I had booked the truck in July 7, 2013 and I had to pick it up today to start packing and move to Regina, SK where we would drop of the truck. The location we were picking up the truck is as follows in the reservation e-mail we received:

Reservation [redacted]

Dear [redacted],

This is confirmation that the 14' Moving Van, and Utility Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 08/01/2013 at [redacted]. This equipment needs to be returned to a U-Haul location in REGINA, SK prior to 12:00 PM on 08/04/2013.Desired Settlement: I think the business has the responsibility to check the vehicle before every customer uses it, trying to intimidate us to rent the truck in this condition was just outrageous, I am very upset and not only u-haul needs to apologize to me and my husband formally they need to put in place a policy to prevent this to happen again and on top of that enforce it! It caused great trouble to us and we lost trust in this business.

Business

Response:

August 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-haul Company of Northern Alberta, Sask & NWT, followed up on the information Ms. [redacted] provided. He sent her the following email:

Priscila [redacted], I would like to formally apologize for the service you received at [redacted] regarding your recent U-Haul reservation. It has always been a part of our policy to not let trucks go out on rental in that condition, however the employee at that location was a little overwhelmed that day. I understand that you found an alternate method of moving and would like to apologize for the inconvenience caused with the delay of getting our truck ready for you. Regards, [redacted] Marketing Co President U-Haul Co of Northern Alberta, Sask & NWT

Mr. Moore also issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Got charged $25.25 for supplies that "could not be processed" during my order, got hung up on FOUR out of FIVE times this morning trying to get it figured out. Customer service was extremely rude, and belligerent. After THREE hours on the phone, they gave me an authorization code to release those funds, only for my bank to tell me that they should've known that they needed to give the bank that code. I've got too many complaints to type in this little box.Desired Settlement: I want my money back in cash and I want the money for the overdraft fees incurred.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our West Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] made an online purchase in the amount of $25.25 on February 5th and then canceled very shortly afterwards on the same day. An authorization was given for the charge and then a credit was issued immediately when the purchase was canceled. We only have to obtain an authorization for a charge, therefore, a banking institution knows immediately about the charge. Both the actual charge and the credit were transmitted electronically. Please be advised we are not responsible for overdraft fees.As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate to help offset the inconvenience he experienced. 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,[redacted]Executive AssistantU-Haul International

Review: I was relocating to a new home in [redacted] and was excited to find a U-Haul outlet near my then current residence in [redacted]. To make my move easier, I decided to rent a truck from that location, on [redacted] I called and spoke to [redacted] on the morning of July 24, 2013, about renting a truck. She told me that not only did they have a truck I could use, but that if I upgraded from a 10’ truck to a larger truck I could get one month of free storage at the facility.

Due to her offer, I decided to take her up on the storage unit as well, instead of seeking storage at a facility closer to my new residence. Imagine my surprise when, upon arriving at the unit with the truck I had rented, now full of my personal property, I was told that I would be charged $75 for a month of storage, that it was not -- in fact, free, because I was not doing a one-way move. At this point, I had already cancelled my reservation at the other unit near my residence and my spot was unavailable. I had no choice but to take the unit, as I had nowhere else to deposit my property.

[redacted] also offered me 24-hour access to the unit, but when I tried to use my keycard to access it, the door would not open. I was forced to come back the next morning and miss work to unload my truck. I was then billed $20 per month for this access, which was not available to me.

I have been a U-Haul customer for many years and have expected them to honor their agreements. In this case, the company failed me. I have contacted the U-Haul location regarding this matter and have received no response.Desired Settlement: I request a refund of the excess charges of $115: the one month of storage that was supposed to be free, and the two months of 24-hour access charges.

Business

Response:

September 23, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Mr. [redacted] our Executive Assistant for our Portland regional office, followed up on the information Mr. [redacted]provided. She informed our office she issued him a refund for 1 month storage and 1 month extended access. The refund for $84.95 should post on Mr. [redacted]s next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I packed 4 "U-Box" packing boxes of items in Brooklyn NY to move to my new home in Narrowsburg NY at the end of June 2013.

The idea behind these boxes is to move and store items until the client is able to unload them at the other end (in my case, once construction was completed).

These boxes are advertised as having a tough vinyl covering and heavy duty plastic top so as to withstand the elements. There is information here http://www.uhaul.com/Ubox/

At the beginning of september I was abler to get a few items of furniture out of the boxes and so I made an appointment to go and retrieve a few things.

When I arrived at the local Uhaul facility In Bethel NY, I was very surprised to see that my 4 boxes were in fact stored outside without the advertised heavy duty covers, and instead they had been covered with a single porpoise tarpaulin that had been screwed into the woodwork of the boxes for protection. On opening the boxes, I discovered several leaks that had resulted in several very valuable items essentiality sitting in damp moving blankets and developing terrible mold. I cleaned off what I could find as best as possible and rewrapped the items in dry blankets. I took photographs and immediately lodged a complaint. I also met with area manager William Clark later that week at the facility who also took pictures. The boxes were subsequently moved to a barn at the facility so no further rainwater could enter the boxes.It is important to note this at this point, because it proves that by this time in early september and from here on out in the duration of the storage, the boxes were kept dry (as they should have been all along). So any damage that had been done occurred prior to this move.

I was told by the local manager [redacted] (cannot remember last name) that he had asked more senior management several times for the correct heavy duty vinyl coverings for the boxes but this request had been refused every time. In fact he told me that they only ever use these coverings when they are moving the boxes i.e. when they can be seen in public.What happens out of the public eye does not matter. The complaint was lodged with Uhaul's insurance, rep west and I was given the insurance claim # [redacted].

I decided it would be best to keep the complaint open until I was able to unpack the rest of the boxes once construction was complete and I had the space for the items. The items were eventually delivered in late in October and I discovered that the mold had in fact caused a significant amount more damage as well as several items had been really badly damaged in transit. I then submitted a claim to rep west for $27,369.02 of damage. This they managed to get down to an eventual settlement of $8,370 by paying for some repairs instead of outright replacememts and taking into account depreciation...standard practice for insurances, and I have been able to get certain items repaired, although at great personal effort and time taken. several items are however, completely irreplaceable.

Part of my claim to rep west was for the actual fees paid to haul for the incredibly inept service. I paid $4919.02 in total to Uhaul to move and store the boxes. That means that after what I paid to Uhaul I am left with $3450.98. I have spent $3000 on repairing a pair of rare vintage hi fi speakers that were damaged by mold, not to mention driving said speakers 100 miles to nearest repair shop and having to pick them up. I also spent $1710 repairing several broken items, which leaves me out of pocket $1259.02 and this does not even begin to cover several of the other items that were damaged, many of which were rare vinyl lp's that are essentially irreplaceable.

Uhaul on the other hand have taken their full fee and have made the full profit on this job. I have made several entreaties to different levels of management and I feel like they are doing their best to put me off until I give up. I think their actions are shameful in the extreme and I will not stop until I am satisfied by a full refund. Please let me know how you think I can proceed.Desired Settlement: Full refund $4919.02

Business

Response:

January 14, 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 Lower Hudson Valley regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] as did other U-Haul representatives on different occasions. Mr. [redacted] was advised he settled his claim with RepWest Insurance Company for his damaged items. Damage did not occur from the shipping of his items, therefore shipping fees will not be refunded.

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.

Because the items WERE damaged during shipping, and they were damaged further while stored incorrectly by Uhaul with insufficient protection from the elements. How else do they think the items were damaged? It absolutely boggles my mind that reputable company such as haul can defend themselves and the profit they made on my job while they damaged so much of my stuff. THEY DID NOT FULFILL THEIR SIDE OF THE CONTRACT at all, it is completely unacceptable. Ifv the items had been shipped and stored properly there would be no complaint. On one hand Uhaul are telling me that the refund would be part of my claim with rep west (100% not the case) but when I ask them for a refund they say no we can't do it because we did everything right! They did not! they damaged my stuff! I am out of pocket a LOT of money andf the way they are treating me is shameful. Please help me, I have gotten this response from uhaul several times already, I wass hoping that you guys might have a bit more influence. They should not be allowed to treat customers this way, it is outrageous.

Regards,

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Lower Hudson Valley regional office, reviewed the information Mr. [redacted] provided. She informed our office Mr. [redacted] had been advised he settled his claim with RepWest Insurance Company for the damage to his items. Our decision in the matter remains the same. No further refunds or adjustments will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I think I have provided all the details that I am able to provide at this point but I am 100% NOT satisfied with this response which amounts to nothing more than a palm off from Uhaul. Bottom line is I paid them to move and store my items, they were damaged EXTENSIVELY during the time they had them due to improper storage conditions and not being stored under the correct covers or inside as advertised. (from u box site "Storage:U-Box pods offer both on-site and secure warehouse storage options for your short and long term needs.") They were neither secure nor in a warehouse!!!

They have made huge amount of money on my move, and I am massively out of pocket and have suffered considerably at their hands. I will not be satisfied until I get a refund.

Regards,

Review: I have several complaints against Uhaul, primarily (1) the manner in which they failed to deliver a shipment of Uboxes to the correct island (in Hawaii) and (2) how they neglected to correct the matter in a timely fashion. Specifics:

1. I contracted Uhaul to ship three Uboxes from Peterborough, Ontario, Canada on October 29, 2104. The delivery location was to be to the Uhaul dealer in Kailua-Kona, Hawaii where I had arranged for pick up. Scheduled arrival date was for November 26, 2014.

2. Apparently while enroute during the month of November the dealer in Kailua-Kona closed.

3. The shipment consequently went to the island of Maui instead. I was contacted on November 13 by the traffic control manager at Uhaul to inform me of this. She had no explanation for why this happened, but then arranged to have it shipped to the dealer in Hilo, Hawaii ( the correct island at least). Sending to Hilo presented an entire new set of problems for me, in that Hilo is a 1.5 drive from Kailua-Kona.

4. Uhaul then told me they would arrange for Royal Hawaiian trucking to deliver to my location from Hilo at a "substantially reduced" cost. of $400.

5. A week went by and I heard nothing. When I called the traffic manager back on November 25, 2014, she said that the shipping company had not shipped it yet but it would go soon.

6. I was contacted yesterday (Dec 3, 2014) to tell me the shipment was on it's way from Maui and that it would arrive sometime in the next few days. In a follow-up call to Uhaul today (Dec. 4), I was told that they only moved the boxes from the Uhaul warehouse to the harbor yesterday, and it was now up to the shipping companies schedule as to when it would arrive.

7. I have filed a customer objection form with corporate office at Uhaul on November 22, 2014. I called back on November 27, 2104 and was told the ticket had been closed as it was "resolved". The person on the phone said they would re-open the ticket but after twenty minutes on hold, the phone went dead. I called them back today (Dec. 4) to complain again, and am waiting for a response.

8. A charge of $11,500 was put on my [redacted] on Nov.21, 2014 as payment for the shipment. I contacted [redacted] and asked this put suspended pending resolution. [redacted] is currently investigating the situation.

So, in summary, we still have no clear idea as to when the shipment will arrive; Uhaul has repeatedly given me either vague or misleading information, and has demonstrated a clear lack of "ownership" of this issue in order to resolve it. I do not think I should have to pay for the additional costs I will now incur in trying to recover my goods, and am considering whether I need to seek legal advice for consequential damages.Desired Settlement: I want U haul to either deliver the boxes to my location at their expense, or reimburse me for the cost of hiring a mover to retrieve and deliver the goods once the boxes arrive on island.

Business

Response:

December 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Hawaii Regional Office, followed up on the information Mr. [redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted] has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.

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.

We incurred additional expenses, stress and inconvenience as a result of Uhaul's inability first to deliver to the proper island, then secondly, failure to take ownership of having it delivered to the right place, and third the prolonged delay in getting this resolved (Uboxes arrived in Maui on November 13, and we finally we're able to get possession on December 16th. Even allowing for reasonable delays (original delivery date was to November 26th), it is ridiculous that Uhaul acted in the way they did. It took many phone calls, emails and texts to get this resolved. It was only after I hired a third party mover to assist me that I was able to "liberate" our belongings directly at the harbor. Throughout all of this, Uhaul demonstrated a lack of responsibility. What I want is for Uhaul to compensate us $580 for the additional cost of hiring a mover. The Royal Hawaiian solution they proposed was not tenable as Royal Hawaiian had neither the means nor the desire to assist us.

Regards,

Business

Response:

January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office. He informed our office he has left three separate messages for Mr. [redacted] requesting a return call. He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution. Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####. He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him soon.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: My family moved to a new home about 10 minutes away on Saturday 12/14/2013. My son reserved a 17 ft truck for 12 hours and we were told to pick up the truck at the U-haul located at [redacted] at 9am. We we arrived, we were told that our truck had not been returned by the customer who rented it and a customer service rep called the customer to see when they would return the truck. The customer told the rep he would have to call back because her husband was not at home. The customer service rep told us that he had a 10 ft truck that we could use but that we would need to return it by 1 pm that day because it was reserved for another customer. He apologized to us and told us that he would give us a cheaper rate for the mileage as well. I told him that we could atleast start moving our furniture and then I asked him will he call us when our 17ft truck comes in. He said he would and that he would just switch it out. I thanked him and we rented a dolly which costs $20 dollars. We got the truck around 9:30am and we were able to move half of our furniture and returned the truck by 1:10 PM. Our 17 ft truck was still not available and the rep said he would call us when it was ready. It was around 3:30 pm and we still had not received a call so we called uhaul and told them that we had not heard back from them and that we were concerned because they close at 4pm. We wanted to know if we would be charged an overnight fee because the truck still was not available, even though our rental was for 12 hours. We were told that we would have to pay another full fee because we turned in the 10 ft truck at 1pm and the 17ft truck would be a new agreement. My son spoke with the rep who took care of us and I spoke with him as well and they said this is their policy. I told him that we were not aware that they would charge us another fee, we had paid $78 for 12 hours of use and he responded that he thought that I knew it would be a new agreement. I told him that if we had known this, we would not have agreed to it and that we would have waited, we never got to use the dolly and were planning to use it when we switched out. My son said that he was not aware that we were creating another agreement and he was not able to get anywhere with the rep. The rep became indignant and I told him that we do not have additional funds to pay for another truck and that we thought we would get the whole 12 hours which we paid for. If the truck we got was a 17 footer like we requested we may have been able to move all of our furniture at one time. The rep should not have assumed that we were aware that we were making another agreement and had he communicated that to us we would have been in the position to make a better choice for what we needed to do. This rep was very unprofessional and I told him that I would be calling his manager in the morning, he told me to go ahead and that she will tell me the same thing. About 2 hours later, someone from the central office called to ask if we still needed the truck and I told her that we did but we did not have the money to rent another one. I told her our experience with the [redacted] rep and she said he should not have told me that he would switch out our truck. She did apoligize and she said that a field supervisor would be calling us within 48 hours. We never received a phone call and have not heard anything since. We would like to get a refund on the dolly that we were not able to use because we were told that we would have to have the truck back by 1pm.Desired Settlement: $20. 00 for the dolly that we were not able to use.

Business

Response:

January 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left them a message explaining she had issued a refund for $20 as requested.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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. Also, U-Haul please communicate to the rep who assisted us that we appreciate his trying to resolve our issue and that even in his frustration, his professionalism and communication will keep customers coming back just for the service alone, even if the product is not available. In the a world where world class service is rare, customers can be very gracious even if the transaction doesn't transpire the way they expect it to.

Regards,

Review: On July 3, 2012 I rented a U-haul pickup truck for 4 hrs. (4pm-8pm).Contract estimate was for 25 miles, totaling $38.36. The truck had 3/8 of a tank of fuel. I drove it 22 miles placed a little over 3 gallons of fuel in it and returned it shortly after 7pm. Two U-Haul employees were still on site; an employee told me to park it and drop the key into the drop off slot, which I did.On July 9, 2012 while reviewing my credit card statement it was discovered that I was charged $38.36 twice and $40.69 for a total of $117.41. I proceeded to the U-Haul location to find out what had occurred. I spoke to [redacted], General Manager. Upon asking why I had been overcharged for my rental she stated that the truck was turned in only with 1/4 of a tank of fuel and that I drove 27 miles.I proceeded to show her the receipt for fuel and informed her that we had only driven 22 miles. Ms. [redacted] stated that there was nothing she could do and that I was responsible for the mileage and fuel costs. I stated that it seemed rather fishy that I had less fuel and more miles than when it was turned in.Ms. [redacted] was very rude and condescending implying that I couldn't calculate the mileage correctly and stating that I was still responsible for the truck even if dropped off after hours and that she was not responsible for any suspicious activity that may or may not have happened on the U-Haul property. But I would have been charged for another day if I turned it in the next day during business hours. Ms. [redacted] claimed that she credited back to my credit card $30.00 on July 5th but as of this date it still has not appeared in my account. Since Ms. [redacted] stated that she would not refund the money and refused to correct U-Hauls questionable business practices I handed her my written 30 day notification of intent to vacate my U-Haul storage unit.I have been a regular U-Haul customer for several years and am very disappointed in the actions of this particular U-Haul establishment.Desired Settlement: I would like to have the second withdrawal of $38.36 and the $40.69 for a total of $79.05 withdrawal returned to me that were not valid.

Business

Response:

July 16, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NM, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email explaining, after reviewing the rental document, total amount of charges came to $79.05. Ms. [redacted] issued a credit for $43.82 back to Mrs. [redacted]'s Master Card account and charged her for just one rental period and 22 miles for a total rental fee of $35.23. The credit reflects a refund for fuel and the extra day charge 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

Review: Rented a truck from U-Haul on 7/20/2013. When I picked up the truck it had slightly less than a quarter of a tank of gas in it. The form they gave me showed that the tank was a quarter full. I mentioned this to the attendant who told me not to worry, as the discrepancy was minor.. I drove the truck exactly 5.6 miles, put a half of gallon of gas in it and returned the truck (we used it to move from 1 house to another that were 1 1/2 miles apart. When I returned the truck the manager told me I needed to put more gas in it and if I didn't U-Haul would charge me $18.00 to replace the fuel I used. I refused since a half gallon of gas more than covered the less than 6 miles I drove this small, 14" truck (I assumed it got 12 miles per gallon). He then proceeded to charge me the $18.00 plus an additional $30.00 for a "refueling" charge. On top of that he charged the rental tax on the additional fuel charge - creating a total additional extra charge of $53.40 to drive 5.6 miles in a truck that rents for $29.95 per day with a standard mileage charge of $0.89 per mile. That works out to a total cost of $18.30 per mile.Desired Settlement: Refund the additional gas, fueling fee and rental tax totaling $53.40. They should never have charged me for this. Anyone looking at this would find it clearly inconceivable that someone would use 4 gallons of gas when driving less than 6 miles - not reality.

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern AZ, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] advising him of a refund for $53.40 as requested. The refund was issued back to his Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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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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