J.R.J. Tara Corporation

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

On 9/23/14, I reserved a 20' foot truck from Uhaul for 10/12/14, chosing the Escondido location because I live in Escondido and that location opens at 7:30 am so I could get an early start. I had the movers lined up for 8 am 10/12/14. On 10/11/14 I received a voicemail from [redacted] at Uhaul stating that he has a 20' truck for me to pick up at noon. I call him back because I did not reserve the truck for noon. I said that I was planning to pick it up at 8 am. He said that Uhaul didn't open until 9 am. I asked which location he was at because, according to Uhaul's website, the Escondido location opened at 7:30 am. He was at the San Marcos location. I told him I scheduled the truck to be picked up at Uhaul in Escondido. He said that the Escondido location didn't have one. He said that he had a 20' truck for me at San Marcos when he DID NOT actually have a truck at San Marcos either!. He said that it was suppose to be dropped off by a customer and that he'd call me if it was later. [redacted]!! I said that I have to pay the movers $50 an hour to drive the distance to the San Marcos lcoation and back to my apartment, not to mention that they only give you 37 miles. So they are costing me $50 more (mover's drive time) PLUS more because I have to drive further so I would go over the 37 miles. I said couldn't Uhaul drive the truck to the Escondido location. He said no. I was livid. He said that he'd call "traffic." I thought it was a logistics dispatcher, but it was actually a sales rep and she said that Uhaul wouldn't drive it there. I called my movers and he found a truck with a different company and I canceled my reservation with Uhaul. I should have known better than to reserve a truck with them after the bad experience I had years ago. We reserved a truck and they didn't have it the day of the move. My husband and I were angry and we wanted a truck. After arguing with them, they rented us a larger truck at the same price. Moving is stressful enough without an unreliable truck rental company. I have used Budget before and [redacted] several times. [redacted] has great customer service. They are more professional and personable and have the truck you want at the location you specify. I definitely would NOT recommend Uhaul!!

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

Review: 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: 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: 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 reserved a 17' truck for Sunday 9/2. On 9/1 the night before my reservation I received a voicemail while I was working at 6:45 (15 minutes before the UHaul office closed) to tell me I would not be able to get my truck until 1pm. By the time I got off work and was able to call back, the office was closed and I was told there was nothing anyone could do until 9am the next morning when the office re-opened. I was required to be out of my apartment by 12pm noon on 9/2 which made this not okay. In the morning I started moving everything I could down to my garage and waited til 9am when I could call and try and get a truck earlier than 1pm. I was told there were no 17 trucks available at all and I would either have to wait or I would have to take a 14 foot truck with a 6x12 trailer attached to the back from a location much further than my original one. As I was desperate at this point I took the 14 with a trailer and picked it up as soon as I moved all my belongings to my garage. After I got in and drove away I saw that the gas level was not at what I was told in the UHaul service shop (they said tank, and it was below ). I should have turned around right then but I had little time to get my stuff out. Additionally, this truck/trailer was extremely difficult for me to maneuver especially throughout the busy streets of the Chicago suburbs. So because of this I was unable to put gas in it. There was no way I would be able to get that truck + trailer in there w/o crashing it or another car. I used apx 1/8 of a tank as it was delivered back between and a tank not at as recorded. I am assuming it is rounded to benefit UHaul. Also was charged a $50 cleaning fee and for that I am shocked. All that I had in the truck and trailer were plastic bins and a mattress that was wrapped in plastic. How in the world did that require a $50 cleaning fee. There was no mess in that truck at all. Overall I am shocked at the way my reservation was handled and at the additional $129.50 I was charged. Contacted UHaul 2x.Desired Settlement: Refunded $129.50

Business

Response:

November 12, 2012

Thank you for your concern for our customer Ms. Hanson.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information Ms. Hanson provided. She informed our office she sent Ms. Hanson an email offering her apology that the rental adjustments were not processed as promised. Ms. [redacted] had the refund for $129.50 and $50 Reservation Guarantee Fee processed on November 10th, which should post on Ms. Hanson'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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I rented a 26 *oot U-Haul truck *rom the U-Haul at [redacted], Cleveland, Ohio, 44102, on Friday a*ternoon. It was a one-way move 30 miles away. I returned it that same night. When I *irst arrived *or my reservation the truck was nowhere near ready and the side view mirror *ell o** when the employee shut the door. It took nearly 30 minutes *or the truck to be ready to leave; it was not clean inside nor outside and the tank was nearing empty. The employee gave me the contract and indicated that he messed up the gas level he marked; he then scratched the correct level and initialed it. Later that night I dropped o** the U-Haul at the designated location in Medina and dropped my key in the designated key drop. 2 days later I received a contractual bill in my e-mail and my bank account was billed *or $104.70 simultaneously. The contractual bill indicated that I was billed $74.70 *or gas charges and $30 *or clean-up charges. The problem is that I returned the truck at the same level I received it; however, the employee that initialed his *uel level error on my contract did not update it in their system. Furthermore, the truck was in the same cleanliness as when it was received. Following this, I contact U-Haul to dispute these charges and was advised that I would receive a *ollow-up call shortly. The *ollow-up call came *rom [redacted] @ ###-###-#### who claimed to be the U-Haul Area Field Manager *or [redacted] and Medina Counties. [redacted] indicated that he contacted the location I picked it up *rom and it was in *act dirty and not cleaned out *or my rental. Furthermore, [redacted] proceeded to indicate that I would be liable *or the *uel costs as the system was not updated with the employee's contractual error in the pick-up *uel level. He said that unless I could *ind my copy o* the contract I would be *orced to pay these *alse *uel charges, $74.70 in total. [redacted] was extremely cocky with me as I did not *eel I should be held accountable *or all these errors made by U-Haul.Desired Settlement: I do not understand how someone at [redacted]'s level o* management could be so unpro*essional and rude towards a customer his U-Haul stores had already wronged. Not only was my rental not ready *or my reserved pick-up, the mirror *ell o** on arrival, it was *ilthy and uncleaned, and the contract was all messed up. I would like to see [redacted] held accountable *or his unpro*essional conduct and determination to be so cocky towards me. Furthermore, I would like to see these *raudulent charges reimbursed.

Business

Response:

September 5, 2012

Thank you *or your concern *or our customer Mr. [redacted].

Mr. [redacted], our Executive Assistant *or the U-Haul Company o* Cleveland, *ollowed up on the in*ormation Mr. [redacted] provided. He in*ormed our o**ice, in addition to the credit *or the $30.00 cleaning *ee that was issued to Mr. [redacted]'s Master Card account on August 28th, he issued a supplemental credit *or the *uel charge in the amount o* $74.70. Both credits should post on his next credit card statement depending on the cut o** date o* his statement.

Our customers are very important to us and we regret to hear o* situations that cause problems *or them. Thank you *or bringing this matter to our attention and allowing us to o**er a response.

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

November 29, 2012

Review: I rented a truck through the U-HAUL website. I did that about 2 weeks ago. (Ordered a 24ft truck). I received a phone call the night before I my reservation at 8:20 PM ,which my reservation was at 8:30 am. They called me to tell me "they are working my reservation". WHAT?! How are you working on my reservation that was already set. AND be telling me 12 hours before I am set to pick up. I cant even get another truck at a different dealer as its too late to get a truck for tomorrow morning!!! What am I to do?? I'm supposed to cancel my movers and just not worry about loosing another day at work. I tried to call customer care a few times and the first time they couldnt help me which wasnt ok. So I called back, they then got me to the guy who originally called to let me know the news. He mentioned I'll just have to wait. When I told him I need a solution he said I have to wait. Why am I paying a price because you cant run your business the right way? Because you messed up my reservation I'm the one suffering and its just no big deal right??!!!Desired Settlement: I want to have my truck tomorrow and for free!!! And since that doesnt sound like that will happen I will want a a truck by sunday! and I want it free as well. Insane to think how I was treated and how you messed up so I'm to just deal with it. Not happy at all.

Business

Response:

September 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He mentioned that the reservation for Mr. [redacted] was for September 1st. He also explained, according to the notes that are documented in his reservation, he was offered a truck at an alternate pick up location and advised it could not be delivered to him when requested. Mr. [redacted] stressed this was the only truck we had available at that time. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location. Having to offer other options can be due to a number of reasons and include customers not returning equipment on time or the appropriate location, as well as equipment malfunction.

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 9198587, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

we were offered to pick up in another location over an hiur from our house we were offered to keep waiting too nothing was ever done I called numerous managers and even higher up in corporate and never heard a word back. they also waited until a few houslrs before I was supposed to pick up to tell me they dont have my truck I hired movers and now no truck and then when offered to go over n hour away to pick up a trucj thay was smaller it was already afternoon this is not acceptable at all

Regards,

Business

Response:

November 27, 2012

Review: On March 14th 2013, I made a reservation online for a 14 foot U-Haul moving truck. I received my confirmation email indicating a rate of $311.00. The pick up location I selected was Nanton, Alberta for Friday March 29th 2013. I chose this pick up location because they were open on the holiday Friday. Upon completing my online reservation, I noticed that U-Haul has a $50.00 guarantee if the equipment and pick up location was incorrect on day of pick up. On Wednesday March 27th, I received a text message stating: Your U-Haul res #29131070 is sched. at 102 Service Road in Vulcan at 12:00pm on 3-28-2013. Call ###-###-#### to confirm. I called this number as the message said because the information in the text message was NOT correct. The lady I spoke with in Vulcan said that the reservation had been forwarded to her because Nanton did not have any trucks. She said I would have to pick up on Thursday because their store was closed on Friday. I told her that this would not work for me because I was coming from another province to pick it up on Friday. She said she would call around to see if she could find a place that would be open on Friday that had the equipment. After not hearing back from her right away I started to panic as my storage unit HAD to be emptied on Friday. So I called the U-Haul Customer Service number on the website. The lady I spoke with told me that I would have to contact someone else in Alberta (the traffic control ###-###-####). I called that number and waited on hold for 30 minutes. After the long wait I finally spoke with a woman. I explained to her my situation and she was EXTREMELY rude in her answers to me stating that "we are called U-Haul for a reason" and that it was "not their problem" that the truck I reserved was not there for me. I asked to speak to her superior and she rudely said "SHE IS NOT HERE!" I asked for her to have her boss called me ASAP on Thursday as I needed this issue sorted out. I got off the phone and was BEYOND MAD! I did not receive a call from ANYONE on Thursday which further irritated me. I called Vulcan back and told them that I would have someone pick up the truck for me. I made my reservation with her and she told me that the rate would now be 426.00 plus $55.00 coverage and $5.00 environmental fee for a total of $481.00 My total for my original reservation was $371.00 (with coverage and environmental fee included). How is it that I have to pay 110.00 MORE because OF THEIR MISTAKE!! This is completely UNACCEPTABLE. Why do they have reservations if they are not going to hold and honour their reservations? The condition the truck was in upon pick up is also unacceptable. The gas was on 3/8 of a tank and there were cigarette ashes in the ash tray. I do not know why this truck was not cleaned or refuelled before it was given to me. I will be making sure that I inform everyone I know of my dissatisfaction with U-Haul and WILL NEVER USE THEM AGAIN!!Desired Settlement: I want to be reimbursed $110.00 for the extra charges that were added to my rental because of the extra distance I had to travel because of the reservation that they did not honour.

Business

Response:

April 5, 2012

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

Ms. Mandi Decarlo, our Executive Assistant for the U-Haul Company of Southern AB, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] on April 3rd requesting a return call but did not hear back. She did issue a credit for $105.65 back to Ms. [redacted]’s Master Card account. The credit 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,

Maria Palmisano

Executive Assistant

U-Haul International

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 rented a truck from uhaul for 6/15/2013 on 6/14/2013 I receive a call from U-haul telling me that the original location I reserved the truck from does not have the truck available and they have switched my reseveration to this location on [redacted]. I told the caller there was a reason I did not use that location because they are Rip-Off Artists. In 2001 I was charge between 60 and 80 bucks for gas that I put in the vehicle. I called left messages for months no one from Uhaul ever called me back. Now for the 6/15/2013 rental Originally I was quoted 99 cents per mile at the [redacted] Location but, was charged 1.99 at the [redacted] location. In addition when I got in the vehicle I knew I made sure to check the gas this time and make sure not to drop the truck off overnight but to make sure I was there when they checked it in. In addition I was being charged for 10 miles I put on the truck. I travelled from within the city of [redacted] and no trip was more than two miles I made two trips in the truck and stops along the way which should not have been more than 10 miles according to my cars trip odometer. when I got in that truck the mileage read [redacted] I don't care what the paper work said. This is exactly why I did not want to rent from them it's always some rip off with this company. I spoke to a number of people including at the location and made a complaint no one has called me from Uhaul. Contract [redacted] I'm telling you their employees use these vehicles and when you don't check as a customer which I shouldn't have to check to begin with they scam you and the company allows it. It doesn't matter what the last customer left that truck on someone other than me used that truck for ten miles because when I got in it said [redacted] and when I signed this paperwork I signed it from a little machine at a register where you have no way of seeing that your signing that the mileage is correct on this formDesired Settlement: I want what I am owed and not a penny this is the second time this company ripped me of! I will never use that location again under any circumstances

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted] but reached her answering machine. She left a message offering her apology for the poor experience she encountered at our [redacted] U-Haul location. She also explained she had issued a refund for $30.92 as an adjustment on her rental back to her [redacted] account. The refund should post on Ms. [redacted]’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

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 the business to perform this action and, if it does, will consider this complaint resolved. I really hope that the Business will look into these matters as stated in the original complaint this was not the first time sort of thing has happened last time the person working at the Uhaul was named [redacted] I believe it was he who ripped me off for $60 or $80 bucks back then. I strongly urge Uhaul to make it a policy that before customers are made to sign any documents that mileage and gas averified by both the customer and manager to solve this problem moving forward. I also think that Uhaul's drop off policy does not work. Employees can tell the customer anything once the customer has dropped off the truck overnight and the employees can go in a bill what they want.

Regards,

Review: On 6/17/2013 I rented a 17 foot UHaul truck and car dolly for my move from [redacted], ** back Surprise, AZ. The truck had just came from a service shop and when I received the truck I was unaware that the trailer lights were inoperable and from [redacted] somewhere along the lines to [redacted] a safety chain for the trailer broke. I took it to a UHaul store in [redacted], [redacted]) where I had an employee look at it. He checked with a test light a few connectors and told me thats all he could do for me and walked away to fill a propane tank, anther employee walks up and tells me that I need to call roadside assistance then he proceeds to a car and goes to lunch. I called customer service to make my 1st complaint. After the repairs were made I proceeded to get back on the road and the truck was hard to handle pulled all over the road vibrated horribly. When I reached the [redacted] state line I had a tire blow out. After the tire was replaced I got back on the road and just west outside of [redacted] the truck lost power going up a hill would not accelerate above 45MPH and the check engine light came on. Roadside assistance had to come to my location for the 3rd time in my travels. At that point I called UHaul customer service to make a a second complaint about the experience that I was having with the equipment. The lady from customer service told me that she was going to submit all my complaints to upper management and I should hear back from upper management no later than Friday 6/21/2013, I never received a call from the company so I called today 6/22/13 and my claim has never been submitted higher. Now I am told that its going to be another 2 days before I hear back about my complaint. I am completely dissatisfied with that company and will never rent a thing from them again.Desired Settlement: Still waiting for a response from the company

Business

Response:

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 he sent Mr. [redacted] the following email:Sir - I am sorry about the service that you received at the location in [redacted] - I am asking our customer service dept. to send information to that regional office to address that issue - after revirwing your problems with the truck I am issuing a credit to your card for $425.00- this is adjusted on the $825.00 base cost of the truck- You should see that credit in about 5 business days- I have reviewed this with [redacted] the manager of the location in [redacted] where you got the truck.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.The amount I was given did not satisfying I feel that uhaul is trying to get out of this easier. I think uhaul owes me the full amount of money that I used to to pay for this move to be refunded 100% I will never rent from you again and I don't see how this company is still in business with the way they treat customers, rent out faulty equipment. Renting from this company has been the worlds biggest hassle. I will make it known to everyone I know to never rent from this company. As working retail I know how well the word of mouth is and by me telling people not to rent from uhaul it may not be devastating to the company but I know that bottom dollar counts and numbers will drop. Please reconsider your way of making this right. I should have just rented from budgetRegards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he corresponded with Mr. [redacted] by email and advised him of an additional $100 refund as a supplemental adjustment and to be 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,[redacted]Executive AssistantU-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: Over the past couple months, I have had repeated trouble working with Uhaul to get two Uboxes scheduled for a move. I have to work with a Uhaul store in Burnsville, MN, and apparently their delivery truck is broken, has been for a while, and will be until October/November. I have had other problems making this reservation, but I made the reservation so far in advance that we have been able to work them out over time. However, because the delivery truck is broken, I was told the boxes would have to be delivered on trailers or I would have to pick them up. After we worked out in early July that they would deliver them on trailers, I was told their would be no problem and my boxes were scheduled. Today, August 14, I received a call saying yet again that they expected me to pick up the Uboxes. My reservation (#[redacted]) says nothing about me picking them up in Minnesota, and I had previously already corrected this with the local store when they had this wrong in the past. Additionally, they said they had no record that I had scheduled with them to have them delivered. Back when I received a message saying their truck was broken and I needed to call [redacted] back, I did, but she didn't answer and I assumed she had gone home for the day. I called again the next day and spoke with a man whose name I can't remember. He told me I could trust him and he had everything taken care of. Now, they say I never scheduled anything and that they have no record or notes of the conversation taking place. Because I can't provide them with the man's name, they are claiming no such conversation took place. I have spoken with so many Uhaul people over the past couple months with all the problems I've had, that I don't remember all of their names. Because it is so close to my move (drop-off was supposed to be August 22), it is too late for me to schedule something with another box transportation company. I would like to do a box move, and that is no longer possible and I will probably have to get a Budget truck (definitely wouldn't be Uhaul at this point.)

I am being told that they don't have any availability for anyone to drop off the Uboxes on trailers to my apartment. It's hard for me to believe that they can't find someone to drop off the boxes over a couple hours. I'm not sure if they just don't want to do it or what, but it has been very frustrating and has messed up my moving plans considerably. Additionally, calling the national Uhaul/Ubox customer support does no good, because they refer me back to the local store. I've spoken to people at the store, the manager, the scheduler, the scheduling manager (who also says she is the president's assistant). At this point, I don't know what to do, and it's hard for me to believe that Uhaul doesn't have anything they can do since working with the southern Minnesota office/company isn't working.Desired Settlement: Please drop off the U-boxes on August 22 like we have repeatedly agreed upon. Preferably at 10am.

Business

Response:

August 16, 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 Southern MN, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was contacted and advised the boxes will be delivered on August 22nd.

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 ordered a rental truck as well as accessories, specifically, a furniture dolly, on 8-26-13 via the U-Haul website. The vendor I used was in Grand Blanc, MI ([redacted]) I received the confirmation email from U-Haul, specifically listing that the furniture dolly would be there. Per UH's listed policies on their website, somone from the local vendor was supposed to contact me in the event on non-availability of an item. I was not contacted. UH's policies state that a non-contact is considered a 'guarantee' of equipment availability. I showed up on 8-28-13 at 9 a.m. and was told that they sent their dolly on a one-way, and the rep, who would ordinarily have brought one for me, was on vacation, so no dolly was provided. This obviously caused significantly more work from us. We were planning on a furniture dolly as we moved a lot of furniture. But we couldn't quibble as we had a lot of work to do so we took the truck and completed the move.

After looking over my paperwork, I note their guarantee: "You will get the equipment, location, and pickup time that you agreed to or we'll give you $50." I called UH's CS Department today (8-29-13) to see if they would make good. They declined, saying that 'equipment' means vehicles only. They note that in some places on their site, the guarantee references 'equipment SIZE' which in their mind, makes clear that VEHICLES are what is intended (NOT dollies), but in other areas, it just says 'equipment', and who would not consider a dolly to be equipment? I also note in UH's arbitration agreemenht, they define equipment as follows: '"Equipment" means that Equipment, item, vehicle and/or trailer identified on the rental or sales contract.' Clearly, that means that things other than vehicles are in mind and I have a dolly listed on my paperwork. (Would not a dolly be an 'item'?)

As stated, the CS rep declined my request, and refused to let me speak with management, even when I said that I was going to complain to Revdex.com.

I would simply like U-Haul to honor the face-value meaning of their agreement and credit me $50, due to the non-availability of an important piece of "equipment."

Furthermore, if they intent the policy to apply to vehicles only, how about saying 'vehicle' so as not to mislead people with an extremey broad term like 'equipment'.Desired Settlement: Credit me $50.

Business

Response:

September 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of Central MI, followed up on the information [redacted] provided. He informed our office he sent [redacted] the following email:

[redacted] I issued the reservation guarantee of 50 to your credit card a few minutes ago as we discussed, if you do not see it within 3 business days because fo the problems you had with your card, please either call or email me (###-###-####) and I can credit it to a different card or send you a check. Again, I apologize for the problems you had reporting the issue and if there is anything further in the future I can do, please contact me anytime. Thanks! [redacted] Area Field Manager Genessee/Shiawassee Counties

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

Regards,

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: Dear Revdex.com:

I filed a complaint under UHaul's arbitration service but it has been over one month and I have not received a response.

On July 6th I reserved a UHaul vehicle to be picked up in the morning. When I arrived at [redacted], the truck would not start. I was amazed nobody checked the vehicle before I was supposed to use it. I was then instructed to get a new vehicle from [redacted]. Even though this greatly delayed my entire moving experience, took my off of my route (costing me gas), and forced me to shift the schedules of my hired help (costing me money), I wasn't compensated in any way.

I did not receive the services me and UHaul committed to in the contract and their failure to perform cost me money. I sent them an email through their arbitration service and have not heard anything back. I would like a refund.Desired Settlement: Refund because the conditions of the contract were not met and in order to complete my move (which is already a stressful experience), I had to waste time and money because of UHaul not checking the vehicle.

Business

Response:

September 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our Cleveland regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted] We have received your Revdex.com concern. I do apologize that we did not get the arbitration notice you filed in July. I have reviewed your contract ([redacted]) dated 7/6/13. The reservation was for our dealer located in Euclid Ohio. Due to the failure in the equipment to start your reservation was moved to our U-Haul Center on E55 th and Chester Ave. This does fall under our Reservation Guarantee as listed below from our website. Once the rental location representatives speak with you and agree with you on a pickup time, date and location, the reservation will then be considered "guaranteed" (the agreed upon equipment will be at the agreed upon location at the time scheduled). If U-Haul fails to fill your guaranteed reservation, it will pay you $50 as liquidated damages I have issued a credit of $50.00 back to the credit card used on the rental ending in 5166. This credit will appear on your statement in 3-5 business days. Your comments and suggestions will help us to improve our products and services today and in the future so that we may continue to serve you and other valued customers. Please accept our sincere apologies, and we look forward to serving you in the future. U-Haul of Cleveland [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[redacted]

Review: On the 4th of this month, my U-haul boxes were loaded by [redacted], a company that works hand and hand with U-haul. First, my U-boxes were late arriving at my home to be packed. I wasted the majority of the day waiting around and calling the company to find out when they were coming. The set time was suppose to be 2:00. Now the bigger issue at hand is my U-boxes are not at the location that were suppose to be at. I was told my U-boxes were to arrive in Canton, OH between 7-9 days. Today marks the 9th day, so I made a call to see if they had arrived. When I called, I was told that my U-boxes had not even been shipped. My two children and myself have most of our warm clothes in those boxes. I had not planned on the snow that came yesterday, so we only have few winter items on hand. I myself have no winter jacket with me. I then received a call back from the company stating that I was to give them the "okay" to ship and charge the credit card provided. I do not recall ever being told to do so. I will now have to wait another 11+ days as I was told by the cedar park manager. I am beyond disappointed and angry with their company and this new U-box offer and experience.Desired Settlement: I would like either a refund or a huge discount. I am baffled that the company was so unprofessional. I will not be recommending this U-box service to anyone.

Business

Response:

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

[redacted], our Executive Assistant for our North Austin regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] agreed to contact her back when her U-Box arrives in order to discuss her concerns further and reach an amicable resolution.

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

Sincerely,

Executive Assistant

U-Haul International

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: Had a class 3 hitch installed by U-Haul on August 11th, 2011, on my Jeep Liberty. A few days after the installation I happened to take a look at it under my Jeep, and noticed that there were 3 bolts on one side of the hitch, and only two on the other.Brought it back, the manager reamed out the installer and had him put in another bolt - he said he had stripped it so did not put it in.Thought nothing of it after that....until I went to another hitch company in 2013 to set up an equilization hitch (to use with this class 3).Dropped my Jeep off at Bell's Trailer Hitches, and received a call an hour later. They indicated that my hitch was not safe - they removed one bolt by hand (I am assuming that is the problem bolt from the above), and three others were loose. Only 2 of 6 were secure! The bolts were stripped, I had them replace them properly (I did keep the bolts for reference).Since the hitch had a lifetime warranty, I did have the option to return to U-Haul to have this addressed, but aside from the inconvenience, since I had already given them two chances to do this properly, I was not comfortable going back there again.It is not like they are selling hats - this is a safety concern for my family and anyone driving on the highway with me. I was upgraded to the weight distributing hitch because we had bought a heavier trailer - thank goodness this was caught before putting the stress of the additional weight on those two bolts.Bell's charged me $67.20 to fix the bolts. I had them write up the issue on the invoice (scan uploaded).Brutal, and very dangerous.

Product_Or_Service: Hitch and installation

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the $67.20 I paid to Bell's refunded to my from U-Haul.

Business

Response:

December 23, 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 Central Canada regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $67.20 back to his credit card 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:

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. They have already sent the refund and I consider this complaint resolved.

Regards,

Review: I reserved online at uhaul.com a 20' truck for my move a half hour away from where I was living. I reserved it on Sunday June 23rd for June 29th. I received a confirmation email with master order number [redacted]. The email stated "a local uhaul representative will contact you to schedule you at the most convenient location with available equipment". I received a call from the 1-800 number on Friday June 28th while I was eating dinner. The lady stated that they had no trucks available for me the next day despite my reservation. She said may be they could have one for Sunday. I had all my movers and helpers ready for Saturday we couldn't do it any other day. So I called every uhaul and rental truck place with in 50 miles. They only place that had a truck available was [redacted]. It was going to cost me double but I had no choice. Also I had to move my stuff then drive the truck back to where I got it which would doubled my miles. By the time I returned it they were closed and that cost me more. I picked uhaul originally because they let you drop off at a location near you and they are the cheapest. I just now got internet and could take care of this.Desired Settlement: I would like to be reimbursed for the [redacted] truck I had to find at the last minute despite my reservation with uhaul.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] made an internet reservation on June 23rd to rent a truck on June 28th. Ms. [redacted] was contacted and advised we did not have a truck at her preferred pick up location but we did have a truck at an alternate location 19 miles away. We offered her an additional 30 miles for travel to secure the truck. Ms. [redacted] declined the option and said she would call back. Ms. [redacted] canceled the reservation three hours later.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.When the lady called me the night before my reservation I was offered NO truck at all! She stated that they had no trucks anywhere head me and that maybe one would be returned Sunday that I could rent but it wasn't a guarantee. After I hung up with I called everywhere from reading to the poconos looking for a truck and the lady was right, no one had one. I was forced to get a twice as expensive truck thru [redacted] despite my reservation with uhaul. Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] regional office, reviewed the information Ms. [redacted] provided. He informed our office, after checking further, he realized the truck we planned on offering did not return on time, therefore, we did not have the truck to fill Ms. [redacted]’s reservation. According to our Reservation Guarantee Policy, Mr. [redacted] relayed he would issue a refund for the $50 Reservation Guarantee Fee because we were unable to cover her reservation.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

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,