J.R.J. Tara Corporation

Review: I reserved a truck at a [redacted] location because I was going to be charged by how many miles the truck went. When I got a confirmation call, it was from a location in [redacted] which is about 20 miles from the original location and my home, and where we are moving to is the total opposite way. I had outstanding customer service, and everyone was very helpful, it just seems like they should have had the truck at the original location.Desired Settlement: I feel like I should not be charged the extra miles or have a significant discount on my total price as this is not where my reservation was for. I don't expect it for free, but something to show an apology and that the actually care would be good.

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Hello [redacted] I saw your letter to the Revdex.com. I would like to apologize for the misunderstanding. We have to send reservations to the closest location with AVAILABLE equipment. I will be happy to work with you on the mileage charge to allow for your travel. When I looked this up, it appears you changed to a trailer, which has no mileage charge with the rental. If you decide on a truck, please contact me at ###-###-#### and I will make the mileage adjustment for you. Thank You, [redacted] U-Haul Co. of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: Hi

I booked a uHaul truck almost a week before on 2nd June morning 9 am pick up. I am moving to Ottawa from Montreal for a job to join on 3rd June Monday. I was told that I will be contacted a day before, i.e., 1st June around 6 pm and be informed where I will be picking up the truck. I confirmed my reservation time and agian with them and online. I didnt get any call uptill 7 am on 1st June today. I called them back and nobody picked my call. I called the center (1[redacted]8) and was getting switched between many representatives who kept transferring me to different departments where nobody picked up the call and only french automated service which I didnt understand. Then one of representative told me theres a note that they changed the booking to 3rd of june with some reason given in french even no representative understood. I was devastated to hear it. I checked online status and they changed to 3rd june today lately in the evening.

I have the hard copy proof saying my booking on 2nd June. Nobody is hearing me and gfinally someone told me to wait untill tomorrow 7 am when regional office (5143649668) can hear you and let me know if theres someting available. I dont know what to do.. They want me to wait tommorow and what if they tell me nothing available. Theres so much on stake. I had booked apartment in Ottawa and a lease to be signed on 2nd June in a scheduled time. I have a next tenant to fill up my space. My stuff is all packed and have friend called up tommorow for helping me out in moving. With so much things on stake especially my first day on a job, how could they do this to me. Theres noone who is following up on this or give me assurance. Atleast they should call me and let me know in advance that they cancelled my booking. I didnt hear anything from them untill I found out. What kind of professional service is this. I am sure I wont let this go so easily. I work in a professional organisation too and will start looking for legal actions for sure.

Please follow up on this.Desired Settlement: With so many things at stake, I am feeling devastated. I am not sure how I could be compensated

Business

Response:

June 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Eastern Quebec, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] an email on June 3rd offering his apology for the situation he experienced and offered a refund for the $50 Reservation Guarantee Fee. He asked if his belongings were still in Montreal and offered to make a reservation for a truck to make his move. As of today, Mr. [redacted] has not heard back from Mr. [redacted] but did advise our office the $50 refund had been issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I had first day on job on 3rd of June and UHaul seems to hurting me more by offering me Truck on 3rd of June. Like I mentioned before, I had everything packed up on 1st of June and friends called up to help me with the move. I had to sign the lease on 2nd June itself. Do you want me to send the proofs of that. I can scan attach them here. That day and night, Nobody listened to my calls and I was in depression whole night. UHaul seems to be hurting more by offering me truck on another date.How could they do this to me. They punish people by charging them 50 $ when they dont show up but what they are supposed to do when they dont provide truck and dont even inform people when there are so many things at stake.

What should be expected from them in this case.

Regards,

Review: I rented an Auto Trailer at [redacted]. Person who connected trailer ("[redacted]?") did not tighten the ball connection. Drove trailer unloaded to Boulder when putting vehicle on trailer popped up and damaged rear of truck. I Discovered the ball lock not being tight when re-connecting trailer. My daughter is a witness to all of this. I opened a claim with [redacted] company immediately when this happened #[redacted]. I received letter 9/21/2012. I called [redacted] ad [redacted] Company. She told me that in this case it was my fault for driving 90 miles and not checking the connection. She also told me they have no input on the decision and it was up to U-HAUL to make a decision. I called U-HAUL today and spoke with 4 different people. 2 were customer service reps. They said it has nothing to do with U-HAUL when a claim is made and have no input on any decision. I asked to speak with the person who could make a decsision at U-HAUL with the last customer representative and she transferred me back to [redacted]. So neither U-HAUL or [redacted] are claiming any responsibility for negeligence at a U-HAUL place of business. Not connecting an auto-transport correctly could result in significant property damages and personal injury.Desired Settlement: Pay to fix or replace my tailgate. Compensate me for wages lost having to deal with the apparent poor business relationship between [redacted] and U-HAUL. Not connecting an auto-transport correctly could result in significant property damages and personal injury. I think U-HAUL should review their process / procedures for thier employees connecting autotransport trailers.

Business

Response:

October 11, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of Southern CO, followed

up on the information Mr. [redacted] provided. She informed our office

she left messages for Mr. [redacted] but never received a return call.

She sent him an email recently instead explaining she has been trying

to reach him and asked that he contact her at the telephone number

she provided in her email. She would like the opportunity to

personally discuss his concerns and offer a 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

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 been in contact with [redacted] both via email and on the telephone. I have sent in pictures of the damage to my vechicle. I have submitted two separate quotes to the damage to my vechicle. Below is the last email showing that I have been in contact with [redacted].

Good Morning [redacted],

Review: Customer service promised a trailer equipped to transport motorcycles. I confirmed with the reservation agent that the trailer would have a wheel chock to properly secure the cycle inside the trailer and described the chock in detail as to not have any issues upon pick up. I said this is very iportant as the bike is very expensive and I would not trust trailering without this feature. She promised the trailer would be so equipped. Upon pick up I stopped at the office on Long Pond Road in Greece and did the paperwork. As I inspected the trailer assigned I observed that it was not equipped as promised. I went back to the desk and informed the representative that the trailer was not the right one. He said he did not have what I was promied. I called customer service and spoke to a representative. She was not accomodating my needs. I asked to speak to the person that she reports to, and she informed me that she was the manager for this region. I pressed her for her direct reporting manager who she said worked in another location and eventually she transferred me to [redacted] (regional transportation mgr, rocheste) who later admitted she was not the original reps manager, but that she could help me. After advising of my situation, [redacted] was initially supportive of the issue, until she spoke to the on site rep on the phone. She came back at me with a negative attitude and was yelling at me that the trailer assigned was the right trailer and that it was equipped as promised. I told her that it was not so equipped and that I wanted someone to make this right for me. She accused me of attempting to steal the trailer as I had already cancelled a reservation. She said I was denied the appropriate trailer because she did not think I was going to bring it back. I informed her that I cancelled the original transaction because of shady business practices by another location of the company, but that I wanted to give the corporate office a chance to do the right thing. She accused me again of theft???Desired Settlement: $100.00 Cash

Business

Response:

July 6, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] a letter explaining he was not due monetary reimbursement. However, as we do value Mr. [redacted] of a customer, Mr. [redacted] sent 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

This was a classic case of "Bait and Switch", and no apology will suffice when the company will continue to use deceptive business practices everyday. Further, the manager accused me of trying to steal from the company, but offered me a more expensive trailer for my use??? Their excuse makes no sense to me or anyone else I have told. I will likely not be doing business with U-Haul again, and I will share my experience with anyone willing to listen.

Business

Response:

August 22, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western NY, reviewed the information Mr. [redacted] provided. I have attached his recent response to Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

attachment

Review: I rented a Uhaul truck to move houshold goods from [redacted] to [redacted]. The vehicle broke down in [redacted] Uhaul refused to allow qualified service personnel, who were already contracted by Uhaul as supposed "Road Side Assistance" to perform the repair locally in [redacted]. Instead, they towed the vehicle an hour and a half back to [redacted] to do the repair. The break down was approximately 3:30 in the afternoon, the vehicle was not towed until approximately 10:00 that evening. I did not receive the vehicle back from the repair facility until noon the following day. In terms of drive time this cost me and my family an entire additional day. The problem with the vehicle was the bearing on the AC unit had seized making the engine inoperable. Uhaul's repair solution was to install a shorter serpentine belt, bypassing the defective AC unit, causing the vehicle to have no functioning AC unit. The cabin of the vehicle reached temperatures well over 100 degrees Fahrenheit for several hours at a time during the remaining 3 days of the travel, NOT SAFE. In addition to the AC bearing, I also informed Uhaul that the front tires of the vehicle were so severely out of balance that the vehicle could not be safely controlled at reasonable highway speeds, limiting speed to not greater than 55mph. This was EXTREMELY unsafe. The wheel balancing was NOT corrected either. The vehicle was returned to me with NO AC and in an incredibly unsafe condition, adding a full day to my travel. This vehicle was rented for approximately $3000. Uhaul has offered, after a FULL MONTH of my persistence, to refund a mere 10% of the rental fee ($300), and only after my deliberate efforts, they were NOT forthcoming.Desired Settlement: I absolutely did NOT receive the full product for which I paid. I paid for a functioning, SAFE vehicle. I did NOT receive this. I feel that Uhaul is responsible for a minimum 40% refund as they certainly did not provide me the same product as the next person who would have paid the same amount.

Business

Response:

September 24, 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. He informed our office Mr. [redacted]was contacted and agreed to a resolution. He was issued a refund for $300 along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Mr. [redacted]was granted 2 extra days and he arrived at his destination safely, therefore it was determined no additional refunds would be issued. The refund for $300 should post on Mr. [redacted]rsquo;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

Consumer

Response:

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

The resolution offered by Uhaul in their response to my complaint via the Revdex.com is exactly what I indicated that they had ALREADY offered as I spelled it out in my complaint. As I stated in my complaint, this is roughly a 10% refund, and received a product that was inferior to it's expected functionality on the order of 40%. Not to mention the extreme ordeal and incredible safety issues that they put myself and my family through.

As I have already told the Uhaul personnel, this is an inappropriate and insulting excuse for a resolution.

This resolution should absolutely come in the form of a 40% refund, at minimum.

Regards,

Business

Response:

September 27, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. S[redacted] our President of our [redacted] regional office, reviewed the information Ms. [redacted]provided and authorized an additional $300 refund as a final resolution.

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

Sincerely,

Executive Assistant

U-Haul International

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I noticed an additional $25.00 charge on my VISA account, posted 3-18-13. I called Cox UHaul in Flufkin and [redacted] told me "UHaul charged $25.00 because the blankets were not folded." I was never told that the blankets had to be folded. I asked that the $25.00 be credited to my account.I received an email response on 4-17-13 from [redacted] at UHaul staing that the contract andd the front of the trailer says "save $25 return clean and blanket folded." He then said that the "location your dropped shouldn't have to fold blankets that when you rented them were folded and clean out the trailer that you rented." I asked in another email for UHaul's next level of grievance and have had no response. I expressed concern that the trailer I returned on March 9, yet may not have been checked until March 18, was not clean. From my very first contact I was only told that the blankets were not folded.My compaints are that UHaul is not responding to my request for grievance procedure and that I have been billed an additional fee that I do not think applicable.I thank you for any assistance you might give me in addressing these concerns. Thank you.

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my VISA account credited for $25.00.

Business

Response:

May 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of East Houston, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for the $25.00 Cleaning 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

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: I am moving from [redacted]. Due to lack of time and Money, we decided to rent 2 Uhauls and do the move in 2 trips. I reserved a Uhaul for October 17th with a trailer for my car. I reserved another for Sunday with a trailer for my motorcycle. The plan was to Pick up the uhaul on Thursday and spend the day loading then drive up friday and unload. Then pickup the 2nd saturday morning and drive up with the rest of the stuff Sunday night.

First issue. I arrived at the agreed upon pickup location (15 minutes from my house) and immediately got a call from the manager there, who did not know I was in his parking lot. He told me the trailer for my car was ready but I would be picking up the truck in a different location. I called Uhaul and spent nearly an hour on the phone to find out I need to drive to a different location to pick up the truck. more than an hour away. So, I would have to leave there, drive an hour. pickup the truck but leave my car. Drive another hour to an hour and a half to get the trailer, then drive back to load my car onto the trailer, then drive almost an hour home..... all while using the miles and gas that I paid for with my reservation. Finally after talking on the phone for hours I got one ready but I had to drive an hour from my house to get it and an hour back. using my miles and my gas.

Plus, the (non uhaul) people I paid to help me move, took their money and left... hours before I got the uhaul. Beause they were paid for 11-2. I didn't get back home with the uhaul until 3.

To compensate me I was given an extra 3 days and an extra 200 miles. (60 of those miles were used up just driving home, then I'll have to use another 50 or so because the uhaul miles are calculated from the uhaul place to the drop-off location. So really, I only get an extra 80 miles, and have to pay more gas for the long drive to get the Uhaul.

But now, since the day is ruined I wont be able to leave until Saturday morning and drive back the same day and do my second trip on sunday. thats cutting things really close. I GET ANOTHER CALL ABOUT ANOTHER ISSUE... WITH MY 2ND RESERVATION.

My motorcycle trailer that I reserved AND CONFIRMED doesn't actually exist. they reserved out more than they had.

So now, my only option is to cancel that reservation since the equipment isnt there.

I'll just pay the extra .40 cents a mile for 300 miles and drive this one up there and back and up there and back, pay for the extra gas to drive a uhaul back from [redacted] (which gets about 10 miles to the gallon at best, and I'll pay to have someone else take my motorcycle up there.

The only person who didn't make this difficult was the operator at [redacted] He did good to help me make sure my car was loaded properly. Everyone else in this process has made this move a nightmare. I spent 4 hours on the phone yesterday.Desired Settlement: I think, since I had to pay for moving help that I couldnt use, and I have to pay for lots of extra miles and gas for their mistake and since I have to pay to have someone else transport my motorcycle from [redacted]… I should be entitled to a partial refund. I request refund for the truck and all the miles, but not for the insurance. I requested the insurance to cover me in case of any issues and I dont think that needs to be reimbursed (unless you want to, I wont turn it down).

that should be about $150 refund to lessen the damage to my wallet for paying for movers that I couldnt use, paying for someone else to transport my bike and for the gas to drive a uhaul back.

In addition, I would like an extra 200 miles. That wont cover my complete trip but that will lessen the out of pocket expense for my move due to UHaul's mistakes.

Business

Response:

October 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff of our [redacted] regional office, followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She also advised him of a refund for $150 as an adjustment on his rental. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: UHaul recently purchased a storage facility that I've used for over 5yrs. Despite numerous emails and phone calls before, during, and after billing, I've been overcharged and wrongfully charged late fees. I've endured phone calls lasting 1-2hrs almost daily for the past week trying to prevent and then to correct the misdeeds. I've been promised resolution by several employees in various administrative levels, but the problems continue to escalate and my funds have been unjustifiably impounded. Were I to have use of the portion of UHaul's $3.6 B assets equal to that which they've taken from me, I'd have $9,706,154 to invest right now.Desired Settlement: I'd like my money refunded and restitution awarded to compensate for the expropriation of my money and UHaul's endless broken promises to return it to me.

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 Metro [redacted] and the East [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund for two late fees of $10 and another for $15.80 were issued. Ms. [redacted] verified all the information on her account. As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $20 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

Review: I am not one to ever complain being that I run a business and I know how it is with Revdex.com and customer service, however.....From the moment I got into the store the young man at the service desk was mouthing off disrespectful to a customer in front of me about how u haul is all about customer service. Being all worked up I was very easy going because I didn't want to be held up . I rented a 10ft truck at 6-7 pm expecting to have it for 24 hours ... I got a phone call that I had to bring the truck by 11pm or else I would be fined . I was mad at the start and they said being military and being that it was their mess up I would be discounted if I brought it back with the same gas and before 11pm. So I rushed got all my stuff moved at night time in the dark and got back there in time . U-haul then charged me for 40$ in gas when I put the same amount of gas in as when received , on top of all that I was charged more than the miles I put on . Worst of all I didn't even get discounted like the promised ! I was taken advantage of just so they could have covered their mistake and once I brought the truck back, "taking care of the customer" was out the picture. They got what they needed and now I'm stuck getting the run around and with the bill when I only had the truck for 2 hours. I thought u-haul was all about customer service .Desired Settlement: A call back! and a refund to resolve this matter!

Business

Response:

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

[redacted], our Field Manager for our Eastern NY regional office, followed up on the information Mr. [redacted] provided. Mr. [redacted] was contacted and his concerns were discussed. It was unclear to him regarding the actual return time of the truck as he thought it was a 24-hour rental regardless of the actual due time. In addition to the refund for the $30 refueling service fee issued on October 12th, a refund for $19.95, which is the base truck rental fee, has been issued to the Master Card account on file. Mr. [redacted] has only paid for mileage, tax and the amount of fuel used. The credits should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a Cargo Van on July 5th, 2014 for the days of 8/31/14 and 9/1/14, order #[redacted]. When attempting express check in on 8-18, I found out by reservation was changed to to 10' truck for 8/31 between 4pm and 9pm. I called on 8/20 to cancel my order and claim the $50 U-Haul reservation equipment guarantee. I received an email on 8-22 saying my claim was denied.Desired Settlement: I would like them to honor their advertised corporate policy and send me $50.

Business

Response:

August 26, 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 Boston Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s American Express account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On 3/2/13 I had rented a uhaul at [redacted], in [redacted]. I had asked if I was allowed to leave my personal car in their lot over night while I use the rental for my house move. The associate said it would not be a problem, and upon returning my truck the next day, my car was towed. A different associate said that it happens often, and that the first associate I spoke to should never have said that. I had to pay to get my car back of which I have the receipt, for $124. I have spent over a month trying to recover that amount since it was the Uhaul store that advised me to leave my car in their lot.Desired Settlement: I would like my $124 back that I spent on the tow from the Uhaul lot.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email advising him the U-Haul dealer he rented from is an independent businessman. We have no control over his property, which includes his parking lot and parking arrangements. Ms. [redacted] mentioned there are signs posted on the door and at the counter that there is no parking on his lot after 9:00 pm. Mr. [redacted] will need to address his concerns with the independent business itself.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is the email that I had written to a female representative from Uhaul that called my cell phone, but left no name, and a wrong contact number. Thefact is that this location is sanctioned by Uhaul to wear a Uhaul shirt, using Uhaul contracts, and renting Uhaul vans. Since that location was unwilling to help, this is why I have brought it to the attention of the Revdex.com and your corporate facility. Since they get the name from your company, I would like Uhaul to take the responsibility of the employees they allow to represent them. Thank you [redacted], I had recieved your message with no contact name that you left, called the number that you have referred me to, in which they referred me to another number, that I called several times, and was on an automated loop the whole time. The issue I have is that in conversation with the associate wearing a Uhaul shirt, at a location with Uhaul signage, and renting a Uhaul truck, that specifically when asked if I would be allowed to park there overnight despite the signs, he said yes I can. He then went into detail on how Uhaul renters park there all the time, and which spot to park in. So I moved my car into the spot pointed out by this associate. Furthermore, the next morning after my car was towed, the manager stated to me that this associate says that a lot, and the tow truck company also referenced the frequency of that information being given to customers. Since it was a Uhaul associate that told me to park in a specific spot despite the signs, it is the responsibility of the company that owns that name to reinburse me for that loss. I will not accept anything less and I will answer that way to the Revdex.com when they ask if I am satisfied with the results provided. I have all of the documentation surrounding the tow, and hope Uhaul will comply quickly, in which case I will give a satisfactory result. Thank you for taking the time to review this case, and I hope to resolve this matter in a timely fashion. Sincerely, [redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for $124.00 that she credited back to his credit card account. The credit should post on his next credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I reserved a 10' truck on 07/29/10 to pick up at 9:00 AM (confirmation #8[redacted].) This reservation was made a few weeks in advance. The website claims your reservation is guaranteed for time and location or they will pay you $50.00. The day before, I called to confirm my reservation and was told they would not have me a truck until 4:15 PM. I explained I had to have my things in Tuscaloosa before 3:00 PM. They said they had no other equipment coming in for me to pick up. The national reservation number advised me that the reservation time was just a suggestion. I told them that was not what I was told when it was reserved. I ended up having to go to another rental company in a rush and with great difficulty, also paying more money. No one had trucks at this time of the month. When I contacted Uhaul about their $50.00 guarantee I was told I could not get it because I cancelled the reservation. I cancelled the reservation after they said they would not have a truck at the Pelham location until 4:15 and could not have me one at 9:00. I feel they did not honor my reservation and will not pay the $50.00 quarantee they advertise.Desired Settlement: Payment of the $50.00 quarantee they advertise.

Business

Response:

August 16, 2012

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

Our records indicate a check for $50.00 was issued to Mrs. T[redacted] the beginning of August and should have already been received.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a 14' U-haul truck in Eastsound, Wa. as a one way rental on August 14th, 2014. I paid in advance for the rental and scheduled the return of the truck on August 15th to U-haul moing & storage of [redacted].

I arrived at the [redacted] U-haul to return the truck on Friday August 15th between 1:30 and 2:30pm. I had two days in my contract to return the truck, was under the allotted mileage and had filled the gas tank up to the level marked on my contract.

I pulled into the return vehicle line at the U-haul facility behind a larger truck that was parked in front of me. I turned the truck off and jumped out of the vehicle leaving the door open and approached the attendant working the check-ins. The attendant said he would be with me shortly. My two sons followed me into the lot in their car to give me a ride back and waited for me with the truck in view. The male attendant came over and did a walk around the truck, opened the back and then climbed into the truck and asked me for my contract which I handed up to him. He was using a hand held electronic device to check me in. He turned on the truck to check the return mileage and gas level and then handed me back the contract and said, "You're good to go." I walked to the car and left the attendant sitting in the seat of the truck.

Five days later ( August 20th)I arrived home in the evening to a message on my answering machine stating that I had left the keys in the U-haul truck and locked it and that they were going to charge me for a lock smith. The next morning I received a receipt from U-haul saying $294.03 was charged to my credit card for five extra days rental and insurance coverage. I called them and after much difficulty reached the [redacted] U-Haul office and spoke with [redacted], who refused to give me her last name. She told me that my truck was never checked in and that I had locked the keys in the cab. I told her that was untrue and that I had witnesses in the car I drove away in that saw me return the vehicle to the attendant who was sitting in the vehicle when I walked back to the car.

[redacted] insisted that I had locked the keys in the truck. When I asked her about the $294.03 charge on my credit card for five extra days plus insurance she said that covered a locksmith's [redacted].

She refused to give me the name of the attendant who checked me in and said that I would have to speak to the general manager, [redacted], who was "off today" and that she would have him call me first thing in the morning. He never called me and my only contact so far has been another receipt confirming the $294.03 charge.Desired Settlement: I want the $293.04 charge to my credit card removed.

Business

Response:

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

Our records indicate a refund for $294.03 was issued back to Mr. [redacted]’s [redacted] account on August 25th as requested. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 10192128, 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,

Larry [redacted]

Review: On June 16, 2012 I online ordered a 26' Uhaul truck to move myself and family to a new home for June 28, 2012. As it was a big move with a lot of household items for myself, wife and twin 15 month old girls, I wanted to ensure I had the truck for first thing on June 29th, 2012 and was planning on moving items the evening of the 28th. I ordered for 1 extra day (which I would pay for). The online order was processed and I completed the details correctly. I received an email reply stating my rental was guaranteed.

On June 27th, 2012 I called the nearest Uhaul location in Hawkwood, as I was currently living in Scenic Acres, to ensure my truck rental would be ready. I was told they don't rent out 26' trucks and to call the main number which I promptly did. I was then transferred around until I was told by a female customer service rep that my order was cancelled by them because I wanted a truck for two days instead of one. The person then lied to me telling me they made attempts to contact me and left "several voicemails" telling me this. I received no phone calls, no voicemails and no email correspondance on this matter. I was then left completely distraught as I had two days to find another arrangement to move my entire house on a long weekend at the end of the month. I wound up having to find luckily a moving company that offered at least excellent service and managed to accomodate me and my family. As a result I had to pay $709.53 in moving expenses when I should have had my truck as ordered and at a more reasonable cost not to mention the amount of stress this caused to myself and wife. Clearly a "guaranteed reservation" means nothing to U-HaulDesired Settlement: 50% of my moving expenses that I paid to movers who were the only ones able to provide a much needed truck and a written apology.

Business

Response:

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

[redacted] the Executive Assistant in our Calgary, AB Regional Office spoke to Mr. [redacted] today and informed him she would refund his request for 50% of his movers' cost.

Mr. [redacted] will be e-mailing Ms. [redacted] the receipt in order for the refund to be processed.

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 was satisfactory to me. The business performed this action and I consider this complaint resolved. Thank you for your help.

Regards,

Review: 1. We rented a truck online in U-haul company and it was a 17-sized truck and there was a certain location for us to pick up and return2. When we went to the location they said and picked up the truck which was much smaller than we ordered online, they didn't even told us which places to return the truck. So we just returned the truck to the [redacted] Rd.3..We only rented the truck for 3 hours which should be approximately 60 dollars, but they didn't returned the credit(they subtracted the estimated 81 dollars from my account) back, and they also charged me twice which we paid 242 dollars more on the third day we returned the truck.4. When we called them they said the second charge was for we didn't return the truck to the same location, but we picked up the truck in a totally different location from the one we ordered online, we have the confirmation letter to prove this. And we didn't get the notice before we picking it up.5. As they changed the location for us to pick up, they didn't notice us, that's why we went to the place it supposed to be and found there was no truck for picking up.Desired Settlement: I just want the non-sensed second charge which is 242 dollars to be back and they should also return the credits which was less than the estimated fee subtracted from my account!!!!!

Business

Response:

August 8, 2013

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

[redacted] the Executive Assistant in our Philadelphia, PA Regional Office sent an e-mail to [redacted] today. Ms. [redacted] apologized for Ms. **'s experience with our company and informed her a refund of $242.12 was processed to her Visa Card. The credit should appear on Ms. **'s 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 was quoted one price and mileage allowance and then charged 6 1/2 times that amount upon return of the vehicle.Desired Settlement: I would like the difference refunded.

Business

Response:

April 10,02014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Metro DC regional office, followed up on the information Mr. [redacted] provided. She advised our office she contacted Mr. [redacted] and discussed his concerns. A refund for the difference was issued as requested. The refund for $56.66 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,

Review: The uhaul contract number is 0[redacted] On June 15th we had 3 uboxes delivered for a CROSS COUNTRY move.The advertised dimensions for a u-box are 8'x5'x7', these are the sizes we rented to have shipped. My 8' couch would not fit. We measured inside the box, it is actually 7'7"x4'6"x7'4". We call customer service in hopes of getting a box the correct size. The manager tells us he will find the correct sizes and call us back. When he calls us back, he tells us that they are all that size. He gives us the ubox customer service number. We are bounced around more times than I can count. We were told they would call us right back and no one did. It was a nightmare and it made us physically sick. Finally, we are told that the advertised dimensions are actually the outside dimensions and NOT the inside. We are also told that uhaul is NOT responsible for this even though the boxes in my driveway were draped in heavy vinyl protective covering displaying the uhaul logos, telephone numbers AND the 8'x5'x7' dimensions in huge black bold lettering. I had to pay an addition $906 to have an outside company ship my couch accross the country. This was a U.S. Navy sactioned move and in order to be reimbursed for the move, the method of shipping HAD to be pre-approved at least 2 weeks prior to the move. This problem was discovered 2 days before the move. When I started asking for $906.00 to be reimbursed to my credit card to accomadate the unexpected additional cost that we were not able to get pre-approval from the Navy, UHaul countered by taking $82.00 total bill. I was charged $3,400 for this move at the time of pick up. I would have cancelled the u-boxes all together had this not been a United States Navy sanctioned move. Once the paperwork was in, we could not change the shipping method. When I contacted customer service I was offered $200.00 in gift certificates for a company I was never going to use again nor could I put them towards a reimbursment to my credit card.Desired Settlement: I need $906.00 credited back to the Visa card that was charged for this contract. If the measurments advertised and quoted to myself had been correct and not misrepersented, I would have known in advanced that my couch would need to be shipped seperate from the uboxes, I would have had ample time to gain pre-approval for this shipping method and would be entitled to reimbursment from the Navy for this cost as well. I didn't find out until I attempted to load the couch and it didn't fit.

Business

Response:

July 23, 2012

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

Mr. Blas Molina, a Senior Customer Service Agent, followed up on the information Mr. [redacted] provided. He contacted Mr. [redacted] and offered his apology for the inconvenience he experienced. He also advised him of a refund for the requested amount of $906.00. Our records indicate the check was mailed on July 19th.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I purchased a hitch and installation at this U-Haul location. I also called the location to ensure that they would rent me a trailer for a move from [redacted] to [redacted]. The representative on the phone assured me that although they don't typically rent trailers to customers with 1999 [redacted], they would do so in the case where they installed the hitch. I did not get a name, but the representative was male. My second complaint is regarding the hitch installation. I was guided to the particular hitch that I purchased using the U-Haul website into which I put all information about my vehicle. It turns out that the hitch does not allow for the under-car spare tire (I know there are hitches that do). Because it is only a few days until my move, I now must store the spare in the back of the SUV, which takes up a great deal of cargo space. The U-Haul site should have notified me that the hitch would not work with the spare tire or someone should have reviewed the order and called me a day or two after I placed the order to let me know.Desired Settlement: 1) Since I will have moved by the time this complaint has been processed, I want to have a U-Haul in [redacted] remove the current hitch and install a new one at no charge that accommodates my spare tire.

2) The representative who informed me that U-Haul would rent me a trailer (and the subsequent refusal to rent the trailer) caused me financial damages. I am looking for a used trailer that I can use for my move. I want U-Haul to reimburse me for the cost of the used trailer, as well as mileage compensation for the miles I had to drive to pick up the trailer and registration costs.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. He informed our office he has left several messages for [redacted] requesting a call back but has had no success in receiving a return call. A resolution cannot be reached until [redacted] can speak to [redacted] to discuss his concerns.

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 could not find a way to respond on your website. This complaint has most definitely NOT been satisfied. I have not received the "multiple calls" that U-Haul claims to have made. Please re-open this complaint and direct U-Haul to respond to me.

Regards,

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments [redacted] relayed. He informed our office he spoke to [redacted] on or about July 30th and addressed his concerns. [redacted] stated he would like to discuss the situation with his Company President and would call him back with a resolution. He has since left two messages requesting a call back but has not received a return call. [redacted] went ahead and issued a refund for $50 in the interest of customer good faith in the hopes to keep [redacted] as a U-Haul customer. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 not receive any call from U-Haul after the first time I spoke with their representative. $50 is NOT sufficient compensation for me having had to purchase a trailer at the last minute, rather than rent one. My spare tire is wedged in under against the hitch they installed because they did not inform me on the website or on any date prior to installation that the hitch did NOT fit my truck.

I would consider a $1,000 credit that I can use at any U-Haul for any product or service to be sufficient compensation for everything I had to go through due to their mismanagement of the customer experience and the abuse and humiliation at the hands of their on-site manager.

Regards,

Business

Response:

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate [redacted], our Executive Assistant for our [redacted] Regional Office, reviewed the recent comments [redacted] provided your office and left two messages for [redacted] requesting a call back. He is waiting for a return call.

Thank you again for bringing this matter to our attention and for your continued support.

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 9 ft cargo van from this dealer for pickup the evening of 1/17/2015. At time of pickup it was dark, I walked around van to check for damages. All looked ok. We loaded the van Sunday 1/18/2015 and left for a 2 1/2 hour trip. At a rest stop on the NYS Thruway we noticed that the rear 2 tires were 90 % bald. After arriving at my destination I called the dealer that I rented it from and told him about the tires and asked if we could go to a local UHaul dealer to get better tires or another van to return back to our pick up location. His rely was "no, the vans are registered in Arizona and didn't need inspections". I took pictures of the tires and license plate of the van. It began to snow and it took my son-in-laws 5 1/2 hours to get home. I posted a compliant to UHaul and a couple of days later I received a call from a UHaul "inspecter". He stated that the tires were perfectly good and accused us of complaining for the purpose of getting a free rental. Even after I texted him the pictures he stuck with us trying to get a free rental.I explained that I was not attempting to get anything for free but was very concerned that UHaul would place customers at risk. I continue to be upset at UHaul for placing my family in a unsafe vehicle. I have van pictures if anyone would like to see them. I WILL NEVER RENT FROM UHAUL AGAIN.Desired Settlement: Have someone tell the truth and acknowledge that someone at the dealer changed tires once the van was back in their possession. It would be nice if I received an apology from UHAUL for accusing me of lieing about the tires and accusing me for doing this for a refund. It's all about trusting a company to provide a safe vehicle to customers.

Business

Response:

February 4, 2015

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 advised our office when Mr. [redacted]’s concerns were initially brought to their attention, our Area Field Manager went to the U-Haul Dealership to check the tires as well as took photos. Our Area Field Manager relayed that the tires in the pictures Mr. [redacted] took did not match what is actually on the U-Haul van. Ms. [redacted] also pointed out that the bumper on the vehicle in Mr. [redacted]’s photo appears to be white. The bumper on the U-Haul van is black. The van is a new vehicle with only 8,173 miles at time of rental. Mr. [redacted] drove 298 miles. The tires are in perfect condition. Our Area Field Manager explained all this to Mr. [redacted] in a professional manner without any implications.

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.

After reading U-Haul's I am still confused as to why they put my family in a unhealthy situation.In their response they made mention that the van that they were looking at had a white bumper and the picture that I text to their representative had a black bumper. I compared the equipment number BE [redacted] that's on the black bumper and the License plate number [redacted] AZ are the same as on my contract.It's hard to not suggest that the equipment the investigator was looking at was not the Van that I rented. I would like someone at the corporate level review the pictures that I texted to the investigator.I hope that the next response would be more accurate than the one I just read. If this is not resolved I will find other outlets that I can take this issue to.

Regards,

Business

Response:

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Area Field Manager for our Lower Hudson Valley Regional Office followed up on the recent information Mr. [redacted] relayed to your office. He personally went to our U-Haul location to check the tires on the U-Haul vehicle Mr. [redacted] rented. He assured our office the tires on the van have not been changed and are in perfect condition. Our decision in the matter remains the same.

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

On two back to back days, U-Haul did not have a truck for us, despite our confirmation numbers and confirmation emails.