J.R.J. Tara Corporation

Review: on September 14, 2013 due to a messed up made by U-Haul in regards to returning and picking up another truck. A representative over the phone advise me, we could keep the truck we had currently rented with no additional charges. This was followed up by an email received by my niece stating the same thing. Uhaul is now charging my credit card an additional $133.00 for mileage. The email received and the conversation over the phone due not making any exceptions on what will and will not be charged. It simply states there will be no additional charges. Phone conversations with Uhaul customer service has failed to resolve the issue.Desired Settlement: I would like Uhaul to make good on its promise and refund the money charged back to my credit card. I would also like to receive and apology.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

Dear Ms. [redacted] After investigating your concern, I found that we couldnt find you a 10' truck in Amherst, Virginia. The reservation Manager offered you to keep the current truck you had rented for an additional 10 hours at no cost. Looking at your return receipt it shows we didnt charge for any additional time just for mileage you used while having our equipment. Looking at your contract, you went over your allotted mileage by 304.1 miles. I can not refund you for the mileage. I do apologize for any inconveince that may been endured during your move. Thanks for taking the time to contact us.

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.

As stated in the email you not no additional cost, this would include mileage, which was why the new truck was being rented. If we did not need additional mileage we would not have need another truck. This was made clear to the representative on the phone. Again, I do not believe anyone reading the email sent would know that no additional cost would not include mileage.

Regards,

Business

Response:

October 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Richmond regional office, reviewed the information Ms. [redacted]provided and advised our office she sent her the following email:

Dear Ms. [redacted] I received your email. The reservation you made in [redacted] was a one-way move. You also had made a reservation to pick up the 10' truck once you reached your destination in Virginia, you were quoted the intown rate of $19.95 and .99 a mile. If you had picked up the 10' your costs would have been $320.91 plus taxes. The email you received said you were getting the truck for an additional 10 hours at no costs. That was for the rental rate not the mileage but I talked to my Traffic Manager and we have decided to spilt the costs of the additional miles. I have credited your card in the amount of $66.90. You should see this credit within 3 to 5 business days. Thanks for taking the time to contact us. We greatly appreciate patronage.

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:

[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: On 3/7/2014, I made a reservation with Uhaul to pick up a 20 foot truck and car carrier. I was given reservation # [redacted] to pick up the vehicle on 4/4/2014. On their website there is a $50 promise that the will have the truck and carrier that I asked for on the day I asked for, or they will give me $50. 4/4/2014, I was called by the owner of the facility that they did not have a 20 foot truck available. When I called the main uhaul number and spoke to [redacted], she indicated that it was my responsibility to call around and find the truck I needed and she would not honor the $50 guarantee, in fact, she said they never pay that guarantee anyways.Desired Settlement: Give me my $50 as promised.

Business

Response:

April 9, 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 Mississippi regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Mr [redacted], It is with great concern and regret that we recieved you letter outlining the problem you had with your truck and trailer reservation. First and foremost, on behalf of UHAUL Co of Mississippi, I would like to personally apologize for your inconveniences. I have researched your reservation and I do show that you indeed are entitle to the $50.00 Reservation Guarantee. I will credit your card and you should see the money in 3 to 5 working days. We valule our customers and ask that you continue to provide feedback about services you receive from our company. If you have any further questions or concerns please contact me personally at ###-###-#### Thank you, [redacted] Uhaul Co of Mississippi Executive Assistance

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck and trailer, trailer was unavailable to me at three different times on my moving day, they sent me to Northampton to pick up this trailer. The day was a nightmare! When I complained about this I was told a reimbursement of the trailer I had payed in cash for would be mailed to me for all the aggravation that had happened. This was on August 31, 2013. I have not seen any money yet. I have spoken to multiple people, who tell me a different story each and every time I have tried to collect reimbursement they had agreed to. I have spoken to corporate office several times this week still with no satisfaction.Desired Settlement: Requesting the amount of the trailer rental as offered. The amount total is $445.19.

Business

Response:

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted. We attempted to obtain a name of the employee Mr. [redacted] states would issue him a refund for the trailer rental fee. He was not able to provide a name and we have not been able to confirm this information, which is actually not U-Haul policy. We did, however, issue a refund for the $50 Reservation Guarantee Fee to Mr. [redacted] on October 25th to his 219 Long Street address in Limerick, ME. He should receive the check within the next 10 business 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,

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.

Sent from my iPad. On 8/31/13 I reserved a truck and trailer for 9:15 am . [redacted] the manager called me said ok to come and pick up units ,when I arrived only the truck was there no trailer Was told by [redacted] to come back in an hour the trailer will be there at that time . I returned at that time and the trailer was not there , he was trying to locate a trailer for me to use ,while I was waiting for a response [redacted] told me they have a trailer in Greenfield mass and was going to have it delivered to Springfield mass location I then left with the truck so I could start loading I then was called about 3:00 pm by [redacted] that the trailer was on site I then returned and the trailer was not there [redacted] told me he had rented it an 1/2 hr before I got there. I then called uhauls 1800# and talked to [redacted] and explained what had happen she would locate a trailer and call me back . I was informed that there was a trailer in another town Northampton mass and I would have to go and get it I then asked her what would you can do to correct this issue She said they would refund $50 reservation fee I said to her that wasn't good enough, she the said uhaul would refund the cost for the trailer rental the amount of $455.19. I agreed she then said she would process this right away I thanked her and left for Northampton to get the trailer . On 9/1213 I called uhaul because I have not received any refund I spoked to [redacted] extension# 861635 she told me that she had my info on file and a refund was on record but could not verifiy that I was sent to me or not . On 10/23/13 I called uhaul in Springfield mass and spoke to [redacted] he said that the money was issued to my credit card and he then gave me the last 4 digits at that time I checked my account and found nothing applied I then called back and talked to [redacted] and was told there is no refund coming to me that she was going to send me the $50 Why? [redacted] ,[redacted] they all knew about the refund . I hope this issue can be resolved. Thank you, [redacted]

Business

Response:

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

[redacted], our Executive Assistant for our Western MA and VT, reviewed the recent information Mr. [redacted] provided. She relayed she did not handle Mr. [redacted]’s reservation or route him to Northampton as she does not work in our Traffic Department. When she spoke to Mr. [redacted] after he made the initial complaint with your office, he stated he did not know the name of the employee whom he stated would give him a refund. She discussed Mr. [redacted]’s concerns with our President and Traffic Manager for our Western MA and VT regional office and it was concluded that a refund is not warranted. Other than the refund for the $50 Reservation Guarantee Fee that was already issued, no further refunds will be forthcoming.

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 thank you for handling this case the only recourse I have is a witness that was with me at the uhaul in Springfield mass location.[redacted]

[redacted]phone# ###-###-####hope this helps thank you

Review: I have been a customer for a few years and live 3 hours away. I have had financial problems but always pay my rent even if late fees occur. I have had good communication with this Uhaul on both of our parts until this month. For some reason UHaul failed to call and advise me of the status that my account was in.

I received a late notice but thought it was the first notice as nothing was stated the actual status. As it turns out this late was the second month and was close to going into a lien status which I have never been in before. Uhaul did call me today but not prior to today to let me know. I do have a note on my account not to call and send me nasty emails repeatedly when the account is in the first two weeks to a month of being late. However, it is unlike me not to pay or let it get to a lien status as it has never been before. Uhaul called today but couldn't call Friday or Saturday? Uhaul has called in the past when they thought I may not be aware that I was close to going over two months...and I immediately paid.

I went on the site to pay the bill Saturday evening 8/17/13, thinking the bill was 68.00 but instead it was 83.00 and since my notice on the 15th just said late and I had not gotten a pre-lien notice via mail I thought it was just the second stage of being late. I couldn't call as it was after 8 pm and they close at 6pm.

Today, 8/18/13, they called and I immediately called back. Only to find out they failed to call or make an effort to make sure I understood the stage the account was in.

Of course there is nothing they can do even though I explained that I could have paid the night before especially if I knew the status that it was in.

Uhaul is incredibly difficult to work with and everything is blamed on corporate.

I think it's in excusable that I must pay the extra 50.00 in fees when inadequate notice was given.Desired Settlement: Refund of $50.00 and credit to my storage rent as it is unacceptable that I wasn't notified clearly of the status.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted]t for the U-Haul Company of Gainesville, followed up on the information [redacted]provided. She informed our office that [redacted]had made it very clear in her request that we not call her. Notes in her storage account indicate she asked to be sent messages by email. Ms. Proto relayed that emails were sent to [redacted]the same time as they are every month and then followed up with a phone call and advised she was going to be late on her storage rent. Ms. Proto added that they contacted [redacted]by phone and have done what she requested when they did not receive a reply. Ultimately it is [redacted]rsquo;s responsibility to pay her rent on time. Any late or lien fees when she is late are also her responsibility. A refund will not be issued.

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

Sincerely,

U-Haul International

Review: Contract Number 29881551 On May 23 we rented a 26 foot truck from U-Haul on Manheim Pike in East Petersburg, PA. The truck was brought around the building and really smoking from the exhaust pipes. I thought maybe it was just cold, as it was a colder day. When I left the location, I noticed the truck having no power and having trouble climbing hills with no load. We made our first load and the truck would not start to go to our new house. It took 20 minutes to start the truck and when it started a huge gas smell and lots of smoke, it took a half hour to go about 5 miles, the gas guage was going from 3/4 of a tank to 1/4 of a tank, as something could have been wrong with the gas gauge or the engine. Anyway, we unloaded the truck and went to make a second load, this time it took about another 20 minutes to start and again took a half hour to make the five mile journey, the steering was very loose and to be honest the truck looked like it belonged in a junk yard. In all we got two loads done the time we were allotted, I noticed the gas gauge was staying at a quarter tank and had to take the truck back, we had problems getting the defrost to work and then stopped at the gas station, I put ten gallons of gas in the truck to get it back to 3/4 where I left the location with. For 26 miles and taking 10 gallons that comes to about 2.6 miles to the gallon, When I called and left a complaint with customer service they stated that I would get a call back within three business days, I did not. Today Saturday June 1, I called and the customer service told me they called me Friday the 24th and spoke to me, then she reiterated her words and said they tried to call, the truck was checked out and nothing was wrong with the truck and the complaint was found to be false and denied. I find this very hard to believe, we have a hand full of witnesses that saw what the truck was doing and will provide phone numbers and names to prove the problems.Desired Settlement: I am looking for a refund of the full 94.00 that I was charged by U-Haul, as I received a product that was defective and had no option but use it ( I was told that I should have called roadside assistance, however we didn't have the time to wait for them to show up). I was originally looking for the reimbursement of gas of 35.00, but now with the wear and tear of using our vehicles to make the rest of the move of the items we ran out of time and could not get moved with the truck, I want a full refund.

Review: Was charged for an extra days truck rental by the local dropoff site after Uhaul cust srvc said that we could be a few hours late and not be charged.

We rented a U-Haul truck in Nashville, TN on 6/6/2014 for a move to Huntsville, AL. The truck was originally due to be dropped off on 6/8/2014 around noon or so but since we needed some extra time to return the truck to a location that was farther away than we expected, we called U-Haul customer service to ask for an extension of a few hours to return the truck. The U-Haul cust srvc rep said that she would move the drop-off time till 3pm that same day and that we would not be charged for an extra day if the truck was returned by 3pm. The truck was recorded to be turned in on 6/8/2014 at 1:25pm.

On 6/8/2014 I received an invoice in my email stating that we were charged for an extra days rental even though the invoice stated that the return date/time was 68/2014 at 3:15PM, just like the cust srvc rep stated when we called to get an extension.

I contacted UHaul cust srvc on 6/9/2014 to inquire about the extra charge and the rep I spoke to, Kristy Burns, verified that we should have been given an extension without having to pay extra and that she would let the Huntsville location know that we are seeking a credit off the extra charge because she could not give us a credit herself; that had to come from the local U-Haul apparently and that I should here something back from someone at Uhaul in a couple of days.

Since no one ever got back with me as of 6/13/2014, I contacted [redacted] disputed the charge. On 6/16/2014, [redacted] granted my request to credit the extra charge of $66.51.

On 8/8/2014, I received a notice from [redacted], Inc (debt collector) representing U-Haul that I owe $66.51 prompting me to make this Revdex.com complaint.Desired Settlement: $66.51

Business

Response:

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

[redacted], our Traffic Manager for our Northern Alabama Regional Office, followed up on the information Mr. [redacted] provided. She spoke to Mr. [redacted] and addressed his concerns. She also contacted our Collections Department to have the billing account cancelled.

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,[redacted]

Wow - is it possible for uHaul's customer service to get worse? Booked in Stayner, got a confirmation to pick it up in Barrie (umm - that's... close?) - for the wrong day (no big deal, right... moving day can be... whenever)... the person who called to confirm got irritated and hung up on my girlfriend, after telling her that the booked day and pick-up location was her fault (despite us having a booking confirmation). I called to try to sort it out - and was also hung up on. We went to Barrie to pick up the truck (on the day we actually booked) - and we were told that we would be given extra mileage and could drop it off whenever we were done, because of all of the mixups and inconvenience of the pick-up location. Despite this - ultimately charged for extra mileage, an extra day of insurance, an extra day of rental... even an extra day of blankets rental. The truck also died on us once on a major highway. Absolutely terrible experience.

Review: I wanted to reserve a U-Haul truck and the guy told me that I could not reserve the truck personally with cash until the day I needed it and he claim that I would have to come back the next day to see about renting a truck if I was going to pay cash. When I showed up the next day to pay cash, he took my $100 and put it in his pocket & then told that I had to return the truck that same night or early the next morning. He did not allow me to rent the truck for an entire 24hrs like I thought should happen since I had an entire 2 bedroom of furniture to load and a garage to clear out as well. He was not the owner of the U-Haul place and I'm not sure where the owner was but I wanted to report the unethical business dealings that went on at this U-Haul place and caused me to have to find another way to move the rest of my furniture because I had to return the truck earlier than expected.Desired Settlement: At least half of my $100 back since I was the one inconvenienced by the entire moving of my furniture.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Area Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns.As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I scheduled to rent a U-Haul trailer from the Roswell, New Mexico at [redacted] for Friday May 31st.

They called and informed me that the U-Haul would not be available until 5:00 or 6:00 p.m.

At no time was I informed that the reservation would be delayed prior to the call the day before.

The U haul person [redacted] acted as if this was no big deal and was less than courteous and not at all helpful.

I then called the national office to file a complaint number [redacted]. [redacted] was very polite and said she would route me to the regional office to see if they could reschedule a trailer.

Unfortunately, for the next hour and 1/2 I was constantly sent back to the main number waiting 20 to 30 minutes at a time, only again to be rerouted to the wrong number.

Finally, I had to ask for a supervisor named [redacted]. Again, I was sent to the wrong number. However, [redacted] gave me the correct number to call. When I called the regional office, [redacted] said she could not route me to the traffic area. However, she was kind enough to say she would have them call me back.

During this hour and a half and four different people to handle what most people would do with one phone call, the Roswell office called back to say they had found a trailer.

I called back the Roswell office at [redacted] and confirmed I would pick up the Uhaul, and informed them I had filed a national complaint. A [redacted] gave the smart alec remark "Thank You Sir."

I also mentioned that I would be filing a complaint with the Revdex.com. [redacted] again gave a smart alec remark, "Thank you sir."

When a company makes a mistake, it should make every effort to cure the problem. [redacted] could have called the regional office to see what could be done. She chose not to do so. She could have also referred the matter to her manager. [redacted]'s smart alec remarks only add further wood to the proverbial fire and are completely unacceptable in any business.Desired Settlement: I want a written apology signed by [redacted], [redacted], the district manager, and the regional manager.

This type of customer care is completely unacceptable in any company.

Further, if I do not receive a call back from the national office as promised with my first call with [redacted] at customer service, I will be filing a second complaint against the way they have handled the complaint.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of NM, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] the following email:

[redacted], Good morning I would like to apologize for the delay in your pick up time and let you know that as per our reservation guarantee you have been issued the $50 dollars. At no time do we plan to delay customers and not have the equipment available, sometimes due to circumstances beyond our control things do happen and we have delays, at the earliest possible time the equipment is available we strive to get the customer in to the equipment the reserved. In this case we did this the same day although not at the desired time, I do apologize for the delay and the problems you had with the phone, I am sure [redacted] in Roswell was not trying to be rude or disrespectful but I apologize for any behavior you perceived to be unprofessional. Once again thank you for your business and I am sorry your trip was delayed by a delay on our end. Thank you, [redacted] MCP Co [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 am very displeased with the level of service I have received from U-Haul this past month using the U-Boxes I rented on an agreement that was entered into in good faith. Through no fault of my own both U-boxes were shipped to [redacted] instead of [redacted] from [redacted] with a charge to my credit card of over 600.00 for that unnecessary leg of the trip and though it has been promised that this charge will be credited back to my account, I still had to deal with the inconvenience this companys mistake has caused.The two U-boxes were delivered to my sons apartment in [redacted] on February 10, 2014 which would have given him until March 10, 2014 to eventually have them picked up at his new address to avoid paying an additional months rent. They were picked up by an agent in [redacted] on February 13 and not delivered to his [redacted] home until Sunday, March 9, 2014 despite the assurance by our rental agreement that they would take no more than 12 days to be delivered, which would have had them at the new address by February 25. Because the two boxes went to [redacted] before eventually getting to the correct location, my son had no time to unload them in less than a day and was originally told by the agent who delivered the boxes in [redacted] that he would get extra time due to the mistake.Another agent I spoke to insisted that the delivery to [redacted] only added 3 days to the trip which I find difficult to believe given that according to [redacted] maps, the distance from [redacted] to [redacted] is 1988 miles while the distance from [redacted] to [redacted] is 2175 miles. How is it possible that it is a 12 day trip from [redacted] to [redacted] traveling a distance of 1988 miles but only 3 days to go 2175 miles from [redacted] to [redacted]? The math quoted to me simply does not add up.Despite the promise of extra time to make up for the error, I have been charged an extra month plus a late fee on both boxes totaling 255.18. It seems to me that if anyone is going to be billed for this mistake, it ought to be the one who made it on the [redacted] end, whoever shipped it to [redacted]. It is poor business practice in my opinion to charge a customer for this companys outrageous error. Furthermore, I called someone at the office in [redacted] on March 14, 2014 while I was on vacation and was given the run around by one of their agents who promised to get back to me and never did so I am assuming this is how unhappy customers get dealt with by U-Haul. I came home to the bill for an additional months rent plus the late fees.I have sent a check for the additional rent so that I may avoid having a mark on my credit, but I find this type of business practice outrageous. Please help.

Product_Or_Service: U-Box rental, one way moving delivery

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

A refund of the additional month's rent on both boxes and an apology from the company.

Business

Response:

March 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and advised her of a refund in the amount of $255.18 for rent on the receiving end.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 made an online reservation for a U-Haul truck, but the emailed reservation details did not specify the location I had selected when making the reservation. This was strange so I called customer service to verify on the pickup location. The customer service representative said my reservation was made for a location twice as far away as the one I had specified. Furthermore, the customer service agent said no times were available for the location I wanted, even though I was able to select the time and location when making the reservation online. This is my first complaint - U-Haul's business model allows customers to select location/times for vehicle rental even if the location/time is unavailable. On top of this, they end up selecting a location for you. My second complaint is their customer service - unfortunately I spoke with 4 customer service agents total, and 3 of them were terrible. I had requested to speak with a manager several times but each customer service agent just transferred me back to the other - this is ridiculous! I ended up getting transferred to one of the agents 4 times! Apparently there are NO managers at U-Haul or they have a policy about NOT transferring customers to speak with managers no matter what.Desired Settlement: 1) U-Haul customer service to allow customers to speak with their managers2) U-Haul customer service to let customer know they will be put on hold before putting them on hold3) U-Haul to not provide false information on website (locations/times listed when in reality not available)4) U-Haul to provide valuable service - not rip off customers by having them make reservations only to be notified the day before moving that their location/time is not available.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

Traffic Manager for the U-Haul Company of North Shore Chicago,

followed up on the information Mr. [redacted] provided. He informed our

office he spoke to Mr. [redacted] and offered his apology for the less

than satisfactory service he received. He discussed his concerns and

listened to Mr. [redacted]'s suggestions for better customer service.

As we value Mr. [redacted] as a customer and hope he will allow U-Haul

to redeem itself in the future, Mr. [redacted] sent him a $50 VIP

Certificate that can be used toward a future purchase or rental on

the many products and services U-Haul has to offer.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

I did receive a call from a very nice U-Haul representative and appreciate the time he took to address my concerns and offer an apology on behalf of the company. I also received a $50 U-Haul credit towards any future U-Haul services. However, my main concern was U-Haul's misleading booking process online.

This issue is much greater than one bad experience with U-Haul I've had. The issue I have raised can potentially affect thousands of U-Haul customers. In my view, U-Haul's truck rental booking process online is a dishonest practice. Customers are allowed to select a vehicle and location that may not be available. Furthermore, the location the customer selected may automatically change (with or without customer knowledge) to another location that actually has the truck selection available.

Although I appreciate the consideration from the U-Haul representative and think he did a great job in customer service, the primary issue of the U-Haul online booking process should be addressed instead. I'm not even sure if U-Haul as a company recognizes how misleading the booking process is. I just want U-Haul as a company to recognize how this is as a bad business practice and to hopefully do something to correct it.

Regards,

Business

Response:

December 2, 2012

Review: I had scheduled a rental on-line for a 10’ truck (confirmation #[redacted]) for Friday March 28, 2014 – Sunday March 20, 2014. Because the house I was moving into was not quite finished on Thursday March, 27, 2014 I called and spoke with a customer service rep to change my days of rental to March 29 – March 31, 2014. When I went to pick up the truck I was told there were no trucks available and no reservation was listed for me. I was told if I wanted a rental I had to use a van. I was also told the van had to be back the same day. Due to the fact I had to move from my previous address that weekend I had to take the van. I called that day and begged to be able to keep the van until Sunday (March 30, 2014) which I was told I could do.

Upon returning the van the location was closed. This location had my cc info on file and did not charge my cc until 4/4/2014, when this charge was put through I was charged an additional $30 for a late payment fee. I don’t understand why I was charged this fee when U-Haul had my cc info? I would like this to be refunded to me. It is not my fault that someone at this location did not get around to charging my card until 5 days later.

U-haul had a $50 guarantee that is promised when the vehicle you schedule for is not available. This $50 rebate was not given to me. Although the vehicle was not avilable that I had ordered.

I was also charged a Fueling Service Charge of $30 and Fuel Charges of $16. This was refunded to me after countless calls due to the fact that when I returned the vehicle it had more fuel then when I picked it up.

In all I am still owed $80 fromU-Haul. My numerous calls to them have just had me passed from person to person having to explain the story over and over again and quite honestly having to deal with some rather rude customer service reps. I have used U-Haul several times and have never had this type of service before. I should not have to pay a late fee when they had my payment and I should be given the $50 guarantee because what I scheduled to have was not available.Desired Settlement: I belive I should receive an $80 refund. $30 for the late payment, which I did not make, they just didn't process in a timely manner and $50 for the guarantee that they offer.

Business

Response:

May 6, 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 North Philadelphia regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced during her move. He also advised her of a refund for $80 as requested. Ms. [redacted] should receive the refund within the next 10 business 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,

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: On or about July 1st, I had a towing hitch installed by [redacted] on my 2013 BMW X3. When I arrived home I discovered that the Park Contol (the backup sensor) wasnt working, neither was the front sensor. I called the Uhaul and was told how to fix it myself. I couldnt figure this out so I drove the 11 miles to the Uhaul and was told Id need to leave it for 3 hours. I suggested if they give me a ride back to work Id leave it then-then said they dont give rides to people and that Id have to make an appointment to come it. I left messages on July 5th, July 8th and July 9th with no return callback. I called today (july 10th) and [redacted] answered the phone there. He said he didnt return the calls because he has been "too busy". He started referring to me by my rank in a condescending and sanctimonious manner. He said " you are under the assumption that the backup system was working when you pulled in here!" I explained my car is less than a year old, and it was working. He then said; "Commander, you arent talking to some petty officer or something,, I said I was the customer and just wanted him to repair my car. He then restated; do you think Im a petty officer? Im no petty officer, COMMANDER! He then hung up the phone. So now Im left in a situation where my car in not whole, and I dont feel comfortable dealing with Mr[redacted].Desired Settlement: I would like an apology from Mr [redacted] for his lack of professionalism. I would like to see my car repaired-at another Uhaul facility- because it is clear Mr [redacted] has a bias towards military officers, the Coast Guard, or something and I dont feel comfortable dealing with his emotional instability. He mentioned he was retired military somewhere in our conversation and obviously has some issues.

Business

Response:

July 17, 2013

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

[redacted]l the President of our [redacted] Regional Office informed us he left a voice message for Mr. [redacted] on 7/11/13. Mr. [redacted] asked Mr. [redacted] to take his vehicle to a dealer, have it evaluated for problems, and submit to him a written statement. Mr. [redacted] would then review the statement.

As of today, Mr. [redacted] has not heard back from Mr.[redacted].

Mr. [redacted] can be reached at [redacted] and would like to speak to Mr.[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.

I have not heard from Mr [redacted] as of August 9, 2013 and have not spoken with him.I did send Mr [redacted] an email on July 31st 2013 at 11:29am in an attempt to generate discussion about my claim as well as send him a screen shot of his UHaul [redacted] web reviews from 2 separate dates. It appears that someone is manipulating the reviews on that particular UHaul store's website where there are up to a dozen positive reviews for that particular store, all 5-star, without commentary, on the same day. I later checked and they had been manipulated again and some of these were removed from the website with some negative ones replaced them. Perhaps Mr [redacted] is coaching his store manager to avoid getting him in trouble.I made the decision to go to Uhaul[redacted] because of their outstanding reviews-which appear to be false. When I got home after the initial installation of a UHaul tow hitch and noticed the backup system on my car didn't work, I ended up leaving 6 messages with that store over 4 days. When I got thru, the manager of that UHaul:[redacted], said he was busy, that's why he didn't return the calls. He then claimed that the backup sensors weren't working when I brought the car in. "You are assuming the backup system was working when you brought it in!" I explained to him it was a 2013 BMW with less than 10,000 miles on it, and the smart key would tell us all that the backup system was working the morning prior to me dropping it off with him. He got hostile with me over the phone and began referring to me by my military rank; "COMMANDER, you think you can boss me around?" "COMMANDER, do you think you are talking to some Petty Officer or something? I'm no Petty Officer!" He then hung up the phone on me. I was shocked that this guy had such a short fuse over something as simple as reconnecting my backup system. It turns out, it will take 3 labor hours to dismantle the bumper of my car to reconnect it.I then filed a Revdex.com complaint with the [redacted] Revdex.com. [redacted], the UHaul Manager called me several days later very heated and was very much aware that I had filed a claim of some sort. I told him I wanted to deal with the owner. He said "I am the owner, and the manager". I later found out he is the manager. I told him I wasn't happy with the way to dealt with customers. To which [redacted] replied with a complete flat affect; "That is because you called me a [redacted] " He said this so matter of fact, he didn't say when or where I said this to him. It was almost like he uses that language daily and it doesn't even faze him. I was shocked at this and responded that I don't speak that way, I work in a secure military space where people can hear my conversations, I have a top secret clearance and my phone calls are monitored. I reintegrated that I do not want to do business with him, nor do I want him calling me anymore. I wanted to hear from his supervisor. I was then so shocked and disappointed with Mr [redacted] attitude that I filed a complaint with the [redacted] Attorney Generals Office regarding the false reviews for Uhaul[redacted] on their National Uhaul site. To enter a review, a customer has to have a contract number. Therefore, it makes logical sense that someone at Uhaul[redacted] is entering in their own reviews using either old contract numbers, or numbers out of their systems. I forwarded screen shots to the[redacted] AG and I also sent a letter to the CEO of UHaul with these screen shots. All of this could have been avoided if [redacted] had just acted professionally.At this point, I am totally disappointed in the way UHaul treats its customers. I wasn't looking for any special treatment or any discount, I just wanted a simple thing corrected. It was an honest mistake by UHaul to forget to reconnect my backup system and this didn't have to be escalated to this level. But at this point I want to personally speak with Mr [redacted] and tell him exactly how this transaction went down, and what he plans to do about this employees behavior. Frankly, Mr [redacted] worries me a bit with his mental instability.Sincerely,[redacted]

Business

Response:

[redacted]

Revdex.com ID#:[redacted]

U-Haul Ref#:[redacted]

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

Mr. [redacted], our President for the U-Haul Company of [redacted] located in [redacted],**, reviewed the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and they were able to reach an agreement. He also mentioned Mr. [redacted] has his cell phone number if he needed to reach him again. As far as deleted or changed reviews Mr. [redacted] mentioned, Mr. [redacted] relayed he found no evidence of this.

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: The UHAUL truck I rented for my business did not have a working transmission nor did it go in reverse. I was unable to complete my move with the truck and could not put gas in it due to the circumstances. I was refunded 100.00 for the truck not working however, I was billed another 76.00 for fuel fees. The truck cannot be refueled due because it does not have a working transmission and cannot be refueled because it is not a functioning truck. Therefore the charges for "fuel" were not used for what they were supposed to be used for and therefore it is an inappropriate charge on my behalf. I appreciate UHAUL refunding the money for the truck but by adding the fraudulent fuel fee, they have done me no justice. I have been a customer of UHAUL regularly for two years now as evidenced by my rental history. I would appreciate the company's veracity and compliance in this.Desired Settlement: I would like a refund of at least the fuel amount that was charged.

Business

Response:

May 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted]provided. He informed our office, other than the refund for $100, no further refund or adjustment will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 6/26 I reserved a 10 ft truck online with uhaul in **. I still have the confirmation email and it clearly states 10ft. I arrived from ** on 7/2 to pick up the truck only to be told by [redacted] (store owner) that he didn't have a 10 ft truck. I told him that was unacceptable, and someone should've called me and ask me if that were ok, because that meant I had to pay much more in gas to travel over 1,000 miles. He went on to say when you order a 10 ft online it will print out in the store on their end with a 14 ft truck. He did give me the truck for the same amount, but that was not helpful to me because I was stuck with a bigger truck to fuel that I didn't need. I only had living room furniture and boxes. My car was on a flat bed tow, and on the way home in ** the straps they were placed on the car came off. We had to wait in the middle of the night for uhaul to send someone out to restrain the car. The guy that came out said I should've been sent out the uhaul store like that, and then he showed me where chains from the hitch post were dangling on the ground so he fixed that too. I called uhaul cust srv line on 7/3, and was told I'd hear from someone in 72 hrs. I never heard from anyone. I called again 7/8 and was transferred to the store I got the truck from. I spoke with a [redacted] who said [redacted] was busy and she took down my number and to date I've yet to talk to anyone.Desired Settlement: I would like a refund of some of the cost of extra gas I had to incur with a bigger truck. I should've been given what I ordered not what they want to give me because had I know the truck wasn't available I would've taken my business elsewhere. I have all my receipts from the gas purchases on my credit card.

Business

Response:

July 16, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $150 toward her fuel expense. The refund was issued back to Ms. [redacted]’s [redacted] account 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: I used the Uhaul website and made a reservation, using their links for extended days/miles.I put in 600 miles and two days and was given a reservation for $268.70,with an additional charge of $22.00 for the collision damage waiver.Nothing was broken down for me so I assumed the only additional charge would be tax.When I arrived in the Uhaul office the woman ([redacted]) at the counter pretended to get me the "best rate",and told me that I would have to keep the van for an entire WEEK to secure such a low rate.That was the first issue.The second issue was that she could not tell me for sure, nor print out an updated reservation amount.So I was forced to take a van on her word,that my price would be better than what was quoted.When I returned the van, TO HER,this morning;she quoted me first at almost $700.00-trying to charge me with the daily rate.I reminded her that she had made Contract Remarks in her system saying she would change my rate to the weekly rate once I returned the van(she said she was unable to do so beforehand.Another sheet tried to add an extra day on there at $89.99.She then told me she could not offer a refund and that I'd have to call Uhaul to deal with this situation.She gave me a few different pieces of paper that said a mess of different prices,including one which says promissory note on the top and states that I still owe $208.30,including a $30.00 late payment charge.Another sheet tried to add an extra day on there at $89.99.I'm not sure why since I have money in my bank account to pay for the original rental amount I was quoted.This was a very obvious bait and switch advertising campaign and I was held over a barrel for my entire rental.I had already made a reservation and had a house fully packed up.I had a new job to start on Monday,that I had to POSTPONE to keep the van the extra five days (for the week) which she said was MANDATORY.She also neglected to tell me that the collision damage waiver would be charged $11.00 DAILY, for a total of $77.00 not the $22.00 I was told.Desired Settlement: I want to be charged the original amount I was quoted, $268.00 plus the $22.00 for collision damage waiver and I'll pay the addl. mileage, 69.2 miles @ $0.39 cents per mile ($26.99) for a grand total of: $316.99. Any additional charges were not disclosed to me at any point in my rental process and would be immoral to try and tack them on after I return the van, without prior notice or consent from me. I also want a satisfaction letter from Uhaul so I don't get a collection letter about this.

Business

Response:

December 13, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Metro DC, followed up

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

the rental charges were broken down for Ms. [redacted] and Ms. [redacted] agreed

to give $55 off of the Collision Damage Waiver as well as waive the

$30 Promissory Note Fee. Total charges came to $347.30 and Ms. [redacted]

explained they took a payment on the Promissory Note for $123.01

today with Ms. [redacted]'s approval. An email was sent to our

Collections Department to waive the balance remaining. Ms. [redacted]

was also included in the email.

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 placed and order on 7/27/13 with U-haul for a u-box to be shipped from Lompoc CA. to Nampa ID. I was told it would take 5 to 10 business for shipping and the box was not water proof. After being loaded the u-box was returned to the Lompoc CA. location for shipping on Saturday 8/10/13 and I was told it would be processed on Monday. Knowing the trip takes about 16 hours I called the next Monday 8/19/13 to check the status of delivery and was told the u-box had not shipped yet. After being transferred to 3 different U-haul representatives I was told the u-box would ship that Monday 8/19/13 and would arrive in Idaho on Friday 8/23/13. With no contact from U-haul I went to the Idaho location Saturday morning 8/24/13 only to find out the u-box had still not shipped from CA. After calling the 800 number for U-haul and raising a ruckus on the phone I was told it would be shipped over night and arrive Sunday. The u-box did arrive on Sunday but had been shipped on a refrigerated truck. All of the personal belongings had been frozen along with condensation soaking all the cloths, pictures, personal documents, electronics, cosmetics, and furniture causing damage to the items listed.

I spoke with Able at the Lompoc location in CA. on 8/24/13. I told him I didn't know what they could do to make this right because I had not received the u-box yet. After receiving the u-box and discovering all the damage I have contacted U-haul several times trying to get this resolved and am now being told I have to go threw a 3rd party insurance company for damage to my items with no response as to reimbursement or any kind of compensation for there very poor costumer service and incompetence in doing what I paid them for. I have sent a list and pictures of the damaged items to U-haul. I do not believe I should I have to deal with a 3rd party insurance and get the run around from them as I have from U-haul. I was not told the u-box would be frozen or given any other options.Desired Settlement: I would like a 50% refund of the service and compensation of 950.00 for the items damaged.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] requesting a call back. She is ready to offer a refund in the amount of $530 for the shipping and would also like to provide him with the telephone number for RepWest Insurance Company if he wishes to file a claim for damages.

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

Sincerely,

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 received contact from both U-haul and Repwest insurance and we are working on a solution to the issue at hand.

Review: on returning a u haul vehicle I filled the gasoline tan to full as required in contract, I drove the vehicle for 11 kilometres & had to replace $18 of gasoline I disputed the tank was not full to capacity

when I accepted the vehicleDesired Settlement: Refund of $11 can

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Vancouver and Vancouver Island regional office, followed up on the information Mr. [redacted] provided. She sent Mr. [redacted] the following email:

Hello, I have recevied the scan of your fuel receipt. As mentioned in my first email, it is outlined in the first bullet point that UHAUL does not reimburse for overfueling. The fuel chart explains the amount of litres needed to reach the level of dispatch, as with any personal vehicle, you could reach the full mark and continue to fill the tank. (until your hear/feel the 'click') Having driven 11km, you most likely would have been one bar below the full line and would need 6 litres to return to the full mark. As a one time goodwill gesture, I will reimburse 8 litres @ 1.219 per litre for a total of $9.75 Please bear in mind that this will be noted on your contract and this exception will not be made in the future. Please allow 3-5 business days for this to reflect on your 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 called uhaul to reserve a truck they said I would get a call with the pickup time and location. I didn't receive a call so I called them, the agent gave me the time and location but it didn't work with my schedule. I was given a different number to call to reschedule. I called them and got a time that would work, Friday at 4pm. I received an email and text with this information. When I went to pick it up I was told that the truck was broken down and that the dealer had told uhaul to reschedule me. No one had contacted me. I called a regional U-Haul office and they told me that my pickup time was at 8am and since I didn't come my reservation was canceled. I explained that this was incorrect but they said I was wrong. They couldn't get me a truck for Friday or Saturday so my only option was Sunday. I asked for a discount and he said he gave my a little off the mileage I asked for more and he said he couldn't do anything else. I asked to speak to his manager who basically said I was a lier and he didn't want to talk to me anymore and hung up. I called the corporate office to complain, the lady listened to my complaint and then said she couldn't do anything and to call the regional office. I called the regional office again, the lady didn't understand why I was upset and kept telling me that they had resolved my problem. She eventually gave me a little more off the mileage and then to said to call the corporate office. When I actually got the truck on Sunday I didn't get the secind discount on miles. According to uhaul's website if they can't fulfill a reservation they are supposed to give a $50 credit which I didn't get. I'm very frustrated with their customer service and how they handle problems.Desired Settlement: I should at least get the advertised $50 credit for not having my reservation fulfilled.

Business

Response:

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

[redacted], our President for our [redacted] and [redacted] Regional Office, followed up on the information Mr. [redacted] provided. A refund for the full amount of the rental plus the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s [redacted] account. The refund for $121.54 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,

Review: This was by far the worst customer service experience I have had in my life. When I reserved a truck on the website, it put through the wrong date for my reservation, giving me one day instead of the three that I needed. I called the Northampton location's phone number (###-###-####) to confirm this could be changed when I noticed, a week before the reservation, and was assured that it was fine by the woman on the phone, who said verbatim that she "always recommends people call us at the actual store location" for confirmation because of the glitchy online system. She confirmed that my reservation was for three days.

I then received a call from the store manager, [redacted], the day before my move to discuss my one day reservation. When I told him I had spoken to someone at the store he told me that the store had been closed at the time of my phone call and that I had been directed to a call center *without my knowledge* so he could not honor that reservation. He canceled my initial reservation and switched around some reservations so I had a truck available, but it was not the size that had been confirmed to me when I called the store location and was NOT informed that I was talking to a call center representative and not that location's staff.

When I got to the Uhaul location for pickup, I pulled up the Guarantee contract on my phone and pointed out that I had been under the impression that my reservation was confirmed by store staff and that a truck of the size that I had confirmed (or larger) with that fake "store staff" was unavailable and therefore I believed that, according to the contract, my reservation was broken. [redacted] got extremely nasty with me and told me he was "doing me a favor" by even getting me a truck for the weekend. Admittedly, I am grateful he was able to do this, but I have worked in customer service and I wouldn't call an attempt to right the wrongs done to a customer by another member of service staff a "favor"; even so the company was standing to make almost triple the money off of my business than it would have had I rented a truck for only one day. Some favor! The added business he was getting even exceeded the amount of the $50 reservation guarantee.

He said he could give me the guarantee, which he admitted was owed to me, but he would cancel my reservation in the process and I would not have any truck to move. This is nowhere in the guarantee terms on the Uhaul website and there is no way a customer could extrapolate from these terms that this could be the case. Even so, he had told me over the phone that he was canceling my initial reservation to make room for the new, smaller truck reservation, so my initial reservation, which I had been under the impression I had made and confirmed with a member of the Northampton Uhaul location's staff, had been canceled due to lack of proper equipment, hence qualifying me for the guarantee *even if it required cancellation of a reservation*.

At this point, I had been relying on a truck for moving over the weekend and could not cancel the reservation. I was forced to take the truck, which would only fit my furniture. I told [redacted] I would be pursuing this issue further and he literally told me "this ends here" and that there was no recourse. I had to drive the rest of my belongings to my boyfriend's parents' house (52 mile round trip). It took three car trips down and will take four car trips back because we will not have access to my boyfriend's father's truck to transport boxes.

I sent my story to Uhaul customer service and have not received a response, so I am sending it here.Desired Settlement: I would like the $50 reservation guarantee and reimbursement for the mileage I incurred at the federal mileage rate for moving ([redacted]) - 364 miles at $0.24/mile comes out to $87.36. The total I would like reimbursed is $137.36.

Business

Response:

September 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. He gathered from his research of the situation that our GM accommodated Ms. [redacted] the best he could at the time of her move although she was verbally abuse towards him. A refund for the $50 Reservation Guarantee Fee was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement. Mr. [redacted] mentioned that no further refunds will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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, I have to disagree with the fact that I was described as "verbally abuse (sic)". During our conversation, I thanked [redacted] for getting me a truck and asked about the $50 refund, which he had brought up to me over the phone previously. He told me that it didn't apply. I pulled up the contract and asked him to explain why it didn't apply to the situation. He did not explain anything about how the contract related to my reservation and responded to my further requests for clarification with threats to revoke my reservation.

Obviously, this was a stressful situation and I became upset due to his apparent anger towards me and his inability and/or refusal to address my concerns, but I did not yell, use strong language, or threaten [redacted] in any way. Throughout the course of this interaction, all I did was ask for further clarification of a contract I had signed, to be met with only threats to cancel my truck without any explanation. The fact that he views informed customers as "abusive" is disturbing, and reflects poorly on the business practices of UHaul as a whole.

Regards,

Regards,