J.R.J. Tara Corporation

Review: I rented an auto transport and truck from U-haul(contract # [redacted]), and was assured on three separate occasions that my vehicle would fit and it did not fit. I have made 12 phone calls to customer service to try to resolve the issue and I keep getting transferred. The only manager I spoke to told me it was " My Problem". I ended up hauling an empty auto transport 441 miles due to my vehicle not fitting and it being on a Sunday.Desired Settlement: I want to be reimbursed for the auto transport fee, insurance fee, and loss of gas mileage for 441 miles

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. A refund in the amount of $195 was issued back to Mr. [redacted]’s Master Card account as an adjustment on his rental. 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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Employees of U-Haul are calling myself and my husband on a daily basis, and are now sending emails to my husband requesting payment for a storage unit which does NOT belong to us. The employees at U-haul know this is not our storage unit, as it is listed under the name of my brother-in-law, yet they continue to call. We have asked U-haul to please stop calling on numerously documented occasions. At fist they responded well and said they would remove us from their list. However, the calls have not stopped. I was called again yesterday and I gave them the telephone number I had for my brother-in-law (mind you, I have not spoken with my brother-in-law and do not even know if I have an updated contact for him), as I was reading the number, the U-haul employee hung up on me. My husband has also tried to give them my brother-in-law's phone number, but they refuse to accept it and continue to call us. Again today at 9:49am, while I am at work, they called me. This time I did not answer. My husband called them back and asked yet again if they would please remove us from their call list. The employee my husband spoke with said he refused and that he would continue to call until he talked to my brother-in-law. Obviously, we are completely shocked by this outrageous and unprofessional behavior. When my husband questioned if that was a legal practice the man said he had every right to call us until they got their money. The problem is, we do not have their money, because this is NOT our storage unit. They are now even contacting my husband via email which is concerning because we never gave them his email address. I am concerned by the behavior of these employees and fear that this will happen to other innocent people. At this point, I consider what they are doing to us to be harassment and illegal. I will certainly never do business with U-haul which is unfortunate because we have used them in the past.Desired Settlement: My husband and I demand to be removed from their contact list(s). We want our telephone numbers, email addresses, and any other personal information U-haul may have taken off of their system.

Business

Response:

March 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our New Hampshire and Maine regional office, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email offering her apology for the phone calls to her and her husband. She explained, although she could not remove her information from the computer unless her brother-in-law can provide an alternate contact, she did instruct our U-Haul location to no longer call or email Mr. or Mrs. [redacted] when the storage account goes delinquent. Ms. [redacted] requested current contact information for our customer, if available, in order to update the contract.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I 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: In June 2013 I paid for transportation of a Ubox from WV to TX. I received a email stating my ubox was shipped, I then received an email my ubox was received in TX at the Uhaul address I have provided. I have been paying for almost a year now for the storage of my ubox.Monday June 9th, 2014 I called the store location to make arrangements for the delivery of my ubox. I spoke to a male employee who looked up my information and stated he would check with scheduling and a manager would call me back to schedule delivery. No one ever called me back. On Thursday, June 12th, I again tried to call the store location.Uhaul seems to have a system set up where if no one answers the phone at the location, it goes into a answering service. This is where I have encountered several problems. I spent 1 1/2 hours on the phone trying to make arrangements, but I keep getting the run around, transferred from one customer service rep to another, no one helping. During this process of being put on hold twice for over 30 minutes I was disconnected, or hung up on.Desired Settlement: I want my ubox delivered, that's it, its my stuff, that I have paid for storage for over a year.I want decent customer service and to be contacted by someone who can help.I want an apology for being given the run around, and hung up on twice...for which neither time did either person who put me on hold call back.

Business

Response:

June 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 U-Haul Company of Gulf Coast regional office, followed up on the information Ms. [redacted] provided. She relayed that our GM of our U-Haul Center contacted Ms. [redacted] and offered an apology. Ms. [redacted] was also offered movers to mover her belongings to her home.

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.

I appreciate the managers apology, and work to get the problem resolved in a timely mamner

Regards,

Review: I rented a truck from U-haul for a planned relocation. The order/reservation details are: Order #[redacted]. The planned pick-up time was 1:15 pm per our reservation over 1 week ago. After presenting at the pick-up location, we were told that the truck is unavailable as it is with the preceding job, and is running late. We waited more than 2 hours before the truck arrived. This created major interruptions with other scheduled moving-related organized procedures (eg: elevator). Per our contract, we were instructed to return the truck with fuel replete to the point that it was picked up. We took photographic evidence at the fuel gauge when picking it up and returning it, after having re-fueled it to the point that it was obtained. The subsequent bill/invoice showed a charge for fueling the truck. We disputed this charge by contacting the business and quoting the reservation code, enclosing the photographic evidence. We have not received a response for over a week now.Desired Settlement: DesiredSettlementID: Refund

We would like:1. A reversal of the charge for the fuel 2. An explanation as to why we were charged for fuel, even though we repleted the fuel to the pick-up point. 3. Compensation for not honoring the reservation and poor customer service

Business

Response:

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. He assured our office he addressed the situation with all involved to ensure proper reservation and rental procedures are being followed locally. He relayed he issued a refund for the $11 fuel expense back to Mr. [redacted]’s [redacted] account on June 10th. 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, if the aforementioned funds are appropriately reimbursed to my credit card. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 7/18/14, I picked up a 26' moving truck which I had reserved online. The following were problems with that reservation:

1) I was provided with a 24' truck without being notified in any way of the change.

2) The truck had optional equipment in the bed which I had indicated I did not want, and occupied the reduced space.

3) The truck was a in poor working condition with over 180,000 miles. It was difficult to start, smoked excessively, seat belt would not tighten, wheels were out of alignment, and there was a lot of play in the steering. Also, transmission shifted terribly, and brakes would catch intermittently.

4) Being in such poor condition, the truck averaged 4.2mpg, as opposed to the advertised 10mpg. This lead to excessive fuel costs.

5) The ramp on the back of the truck was not functioning properly. When I pulled it out, it fell onto the ground instead of locking in place. This sudden drop of excessive weight caused me to injure my back.

6) When I called customer service, they said all they could offer was to have road side assistance come out and check out the ramp, and that I was given the 24' truck because there wasn't a 26' truck available (though there are many locations in Knoxville, and I believe there was at least one on site when I picked up).

7) When I returned the truck and told the local agent of my trouble, she said nothing. I told her to charge as she felt necessary, but that I intended to report the incident to corporate and Revdex.com. She said "Well, which do you want to do? Do you want me to fix it or do you want to report it?" I explained that I didn't think I should have to pay for such terrible service, and she replied that she had no intention of writing off the rental, but would be willing to reduce the cost. Being that I was asked not to report a safety problem in return for reducing my bill, I elected to pay my bill and report the incident as planned.

Overall, I feel as though Uhaul employees were negligent in providing me with equipment which I believe to have been unsafe and in poor working condition. I am glad that someone wasn't seriously injured in the incident, but believe that they should be held responsible for their questionable business practices.Desired Settlement: I would like for the truck in question to be removed from service until it can be deemed safe. In addition, while I'm not asking for a refund on the excessive fuel costs, I do not believe that I should be charged for the truck rental or mileage.

Business

Response:

July 29, 2014

Revdex.com ID[redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for our Knoxville regional office, followed up on the information [redacted] provided. She informed our office she left a message for [redacted] offering her apology for the problems he incurred and provided her telephone number for a return call if not already. She relayed she was having the truck he rented brought into our shop to be checked and have any necessary repairs done as needed. Our records indicate a refund for the $50 Reservation Guarantee Fee was issued to [redacted] 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.

Please be aware, as with anything mechanical, when a problem arises it will be when in use. Therefore, we value and rely on our customer for feedback when renting our equipment.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 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: 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: I was guaranteed equipment at this location and they changed the terms and rented it the truck out to someone else. I made a reservation and specifically called and they said I needed a $100 deposit if I didn't have a credit card. I am in California and they wouldn't take my credit card over the phone so I wired my friends $150 to make the deposit and move my belongings. They get to the Uhaul and they said NO they need $200 and they rented the truck out to someone else before I could send them the additional $50. It was Labor Day weekend and something shady was going on there. No trucks anywhere else and my friends could only do it that day. They ruined this move with their shady business tactics. This is NOT what we discussed AT all and I was specific and made sure they knew that I was in California and I needed to make this move work and what could I do to make sure it worked without problems. No guarantees for your equipment at this location.Desired Settlement: I am upset now I have to pay for additional [redacted] arrange for other movers and more and my belongings will not be in my place. It is upsetting. Complimentary Service would be nice and the young man at [redacted] needs to be aware of AND honor UHAUL terms in the future.

Business

Response:

September 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] was contacted and offered an apology for the inconvenience she experienced and our dealers behavior. A refund for the $50 Reservation Guarantee Fee was issued to Ms. [redacted] by check and should be received within the next 10 business days. Ms. [redacted] also offered Ms. [redacted] a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. The Certificate was sent by email.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On Aug. 19th I rented a U-Haul that broke down and we were not helped or back on the road for over 3 hours in 100 degree temperatures late into the evening. U-haul reps and customer service stated that a repairman would be there in 60 minutes, then 30 mins later 90 minutes. All said and done, the repairs were made over 2 hours late and another hour for the repair. Which we missed our flights that ultimately costs us another $1000.Desired Settlement: Refund $124.30

Business

Response:

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

[redacted], our Field Manager for our Northwest Dallas Regional Office followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology for the inconvenience he experienced and advised him of a refund for $124.30 as requested. The refund was issued back to Mr. [redacted]’s [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

Consumer

Response:

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

Regards,

Review: I stored my camper at Apple Valley UHaul, [redacted], ###-###-####. We had a very good experience with the facility and features, including a roof/covered area.

While picking up the camper , following the winter months, I made a reservation with the manger for the same site during the next winter season. I confirmed that reservation with her again two months later.

As part of preparation for the end of the camping season and storage of the camper, I contacted UHaul Apple Valley beginning of September. I was told that management of the facility had changed and that no record of my reservation was available. The individual indicated that the previous manager left and did not provide any reservation details or records.

UHaul Apple indicated that they would have other spots available so I went to the location. The individual behind the desk showed me two smaller spots that were being sold at a higher price and I selected one eventhough disappointed about the unexpected price increase.

We went back to the office and she indicated that both of the spots were already reserved. There also seemed to be significant confusion about the site lengths and costs.

I contacted UHaul Customer service on the 16th of September to discuss my issue and was told that UHaul would contact the area/regional manager and get back to me within three days.

I called in again on the 22nd because I have not received a call back. The first agent was going to transfer me to a manager, call lost during the transfer, the second call today went on hold and the agent never returned. The third agent indicated that there was no record of my previous rental or any of the conversations last week or this week.Desired Settlement: Have a safe covered spot for my RV this winter in the local area.

Business

Response:

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

[redacted], our Executive Assistant for our Western Massachusetts and Vermont Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted by her office and found there was possible miscommunication with our reservation agent. Mr. [redacted] was led to believe no storage spots were available, when in fact there were. A reservation was made for Mr. [redacted] and a confirmation number sent to him.

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. The complaint has been resolved.

Regards,

Review: Uhaul continues to charge me late fees (2 months thus far). Their system renders my card declined when funds are available, tacks on a late fee and and re-processes the card with success. They have not returned phone calls and Manager is not available when I arrive at location.

Product_Or_Service: U-haul Storage

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want two late fees reimbursed to my debit card.

Business

Response:

December 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Shore Chicago Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted]’s storage account is on auto-pay. A late fee was accessed when payment was declined. Ms. [redacted] relayed that our GM of our U-Haul Center involved will issue a refund for $22.99 in the interest of customer good faith, however, if the card continues to decline payments, any further late fees will not be waived. A copy of the refund receipt will be emailed to Mr. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our North Shore Chicago Regional Office, asked that we relay her apology for the delay in issuing the refund as promised. She assured our office the refund was issued today and will post on Mr. [redacted]’s 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.

Please re- open this case as I have yet to receive a call or refund from Uhaul as requested. I have also called and yet again no one will return my calls. Please assist.

Regards,

Paquito [redacted]

Review: I reserved my truck and storage rental through the customer service number. I spoke with a Guy & inquired about the free month of storage with a truck rental. He told me that that special is when you are going one way to a different city or state. But then he said he would go ahead and give me that special since I thought it was with any trick purchase. I was very excited because originally I was just going to inquire about the storage and compare prices with other companies & I wasn't going to rent a truck. But with that special that worked out even better and the truck would b helpful. So when I arrived @ U-Haul in Northgate in [redacted], Ohio, I checked in to get to get the truck with no problem but when I was checking in for the storage, the manager told me that I owed almost $100. So, proceeded to explain to him what the guy and customer service said about going ahead & giving me that special but he said that there was no note in the reservation saying that & he also said that he wasn't hurting for storage business and that he had 95% occupancy and he wasn't giving me that special because it's only for one way truck rentals. I tried to call customer service and ask them what happened but the first two times, I was hung up on! So by this time, I was stuck because I had to be out of my apartment that day and I would have no where to put my belongings if I hadn't went ahead & paid the money. So after I left U-Haul, I called customer service again and spoke with a nice lady who told me that she would file a complaint & someone would contact me within 3 days. She also said that the manager is able to pull the taped call. So, I would like a copy of that call and I want them to refund my money after they hear what that guy said. That is not right to promise a customer something and then when the customer arrives and is desperate and in a pickle, change the price & she will be forced to pay. I'm in the middle of planning my wedding and trying to figure out living situation, that money we were forced to spend wasn't in our budget! We would have searched around and found a etter price and we would have not rented that truck, had we known U-Haul was basically lying to us and playing a game!Desired Settlement: I would like the customer service phone call to be pulled & reviewed & I would like to receive a copy of it as well. And after the managers actually hear what was promised to me, I would like to receive a refund of that money I paid yesterday because it was suppose to be free for my first month, per the gentleman I spoke with when I called Northgate Uhaul's number & pressed the corresponding number in order to book a reservation.

Business

Response:

July 9, 2012

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

Mr. [redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided. He contacted Ms. [redacted] and advised her of a check he issued her in the amount of $101.80. The check left our Phoenix office on July 6th and should be received within 10 business days after that date.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The representatives are not friendly or helpful at this location. First, the rep was trying to force me to buy the insurance through U-Haul. This was not necessary for me as I have insurance that would cover the truck. Before leaving, I mentioned that the two front tires on the truck had almost no tread. The rep did not agree and did not want to note it on the rental agreement. Finally, the rep agreed to note it. I filled the tank on the truck about 0.1 mile from the business before returning it at about 7:45 that same evening. It was full. The next morning one of the reps call me saying the tank was not full.Even though I was going to be late for work, I went back to the business. Upon arriving, I was told the truck had been started 3 times and moved from where I parked it. I tried to put gas in it and the tank overflowed. The rep even saw this happen. He got in, started it up, and said that it still was not full and that they were going to charge me for gas. Obviously, the fuel gauge was malfunctioning or something because no more gas would go in the truck. The rep also tried to charge me for not having it back by 8 the previous night. Nothing was said about this nor was it in the contract. I was told to have it back before 7 the next morning because someone else had reserved it. My whole experience with this U-Haul was extremely unpleasant. The staff did not understand simple English it seemed to me as at times they looked at me like I was speaking a foreign language. I will never rent from U-Haul again.Desired Settlement: I do not wish to have a complete refund as I did use the truck but I would like some compensation for rude and incompetent staff. Maybe a partial refund. The rep saw the gas tank overflow and still was going to charge me for gas. That is rediculous. Also, nothing was said in writing or verbally about being back by a certain time and then the rep tried to charge me for extra time.

Business

Response:

September 12, 2012

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

Ms. [redacted], our President for the U-Haul Company of Memphis, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and was able to reach an amicable resolution. A refund for the rental in the amount of $65.46 was issued 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,

Executive Assistant

U-Haul International

Review: Originally rented a Uhaul truck for 24 hours 6 months in advance on Aug. 31st at 4pm. I get an email on July 4th saying they do not have a truck available on that time, after some conversation they let me rent the truck over the times I want but for more than double the price, so them not having a truck available was a lie to get more money out of me. Finally, the day before I'm supposed to pick up my rental I get a confirmation email saying I can pickup my truck at 7:30pm and only for 20 hours. This will not work for my move and is textbook bait and switch. Next I called and the first customer service rep didn't believe my accusations but when I offered physical proof (my original confirmation and emails for July 4th) she then disconnects me. I called back and a 2nd customer service rep was able to get it so I can pickup at the proper time without issue but only after I brought up the obvious bait and switch, but I still cannot rent it for the full 24 hours I requested. Insane.Desired Settlement: I would like some of my money back but primarily just need to warn others of the horror of uhaul.

Business

Response:

September 12, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Eastern MA, followed up on the information Mr. [redacted] provided. She informed our office she carefully reviewed Mr. [redacted]'s reservation confirmations he received since making his reservation on April 18, 2012. Mr. [redacted] reserved a 14' truck at the one-way rate of $80.00 for August 31st. He again confirmed this quote with our Reservation Manager on July 4th because he needed the truck for more than 6 hours. Ms. [redacted] mentioned that our customers are advised that a preferred pick up location is a preference only. The weekend of Mr. [redacted]'s rental was a very high peak time for U-Haul but every effort was made to fill his reservation at the preferred location based on the equipment that became available. Our Reservation Specialists kept in constant contact with Mr. [redacted] and on August 30th he was sent a message that the truck for his move would be available at a later time based on what was received in Natick that day. Mr. [redacted] was dispatched at 4:29 PM on August 31st and he had a 24-hour rental period. He returned the truck, however, early the next morning.

Although we strive for 100% satisfaction, there are times we may need to offer other options. 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. Ms. [redacted] sent Mr. [redacted] an email confirming the rate he was charged was correct and also offered her apology for any miscommunication and an adjustment on his rental. She hopes to hear back from him soon.

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 August 7, 2010, I purchased a class 3 (III) trailer hitch, and Lifetime warranty from the 970 Springhill Ave., Mobile, AL store. I paid to have them install the hitch along with the trailer light wiring harness. They took the money and installed the hitch and wiring harness. Soon thereafter I discovered that the wiring was not completely connected. I had to return to two different stores in addition to the original location to have the harness installation completed. The last technician was knowledgeable and polite to me and was aggravated that the first tech had let my truck leave in that condition. This is where any resemblance of good service ended.Two years later, on October 6, 2012 while traveling with my travel trailer, our U-Haul hitch BROKE in half. Ill say it again, the hitch broke into two pieces while we were driving down the road. Solely by the grace of God, we were on an exit ramp and moving slowly when it broke and hit the ground. Anyone who tows a travel trailer or boat can imagine what would have happened if this had happened at interstate speed and in traffic. Fortunately the trailer wasnt damaged since we were moving so slowly and we were able to have the trailer towed to a safe location since we were almost at our destination. I called the local U-Haul the next morning to file a claim. They called me back and said they could replace with the same hitch if I would drive to another location over an hour away and spend the day having it done. We had gone to considerable time and expense for our trip/event and this would have negated the whole reason for our trip. I also told them that after inspecting the broken hitch in the daylight, their tech, that had been in such a rush, had not installed two support bolts right above the failure point, therefore I did not want another of their hitches installed by their careless technicians. I just wanted a refund on the hitch portion only since I had a Lifetime Warranty and the failure was due to their faulty installation. I received an e-mail shortly thereafter from a regional VP, [redacted] basically saying since I didnt want another hitch, that the offer was still open but otherwise have a good life.I received a call from their insurance rep a few days later. I thought maybe we would get somewhere after all. I was mistaken. This insurance rep (not a U-Haul rep) was polite and took my information and told me to send photos. I did. He called later and said the claim for the minor damage to my truck and trailer and my request for the hitch refund was denied per instructions from U-Haul. I was told U-Haul decides what is paid and what isnt since they are self-insured. They claim, the installation instructions call for the two support bolts to be installed so they surely installed them. I reminded him that the photos I provided clearly show that the bolts were never installed and the paint on the hitch where the bolts were to go was as fresh as new and there was no evidence on the underside of the truck frame that they had been installed. He said he would forward my request to speak to the person who denied the claim. I never heard from them. I e-mailed [redacted] and asked her to contact me. Again no response. This is where it gets even worse from a customer service standpoint. I found a number for what I think was an U-Haul, Alabama officer, [redacted]. I called the number and asked for Mr. [redacted]. I was rudely told he was out. To be sure I had reached the correct person, I asked if his title was in fact the President of U-Haul Alabama. This is when I was berated and what I will call verbally abused by the person speaking. To my fault, I never got his name, I was so shocked as to the degree and how fast this happened. Ive been in the business world dealing with customers and company people alike for 25 years and I have never been spoken to like that especially in a business situation. The person on the phone never said he wasnt affiliated with U-Haul. An on-line organizational chart for U-Haul says Mr. [redacted] is an officer. To be completely fair, if this proves to be inaccurate, I will amend this portion of the post if possible.This is of course my opinion of the events detailed above. Draw your own conclusions from this and other reviews you read on Revdex.com site, Face book and the internet in general.I WILL NEVER DO BUSINESS WITH U-HAUL AGAIN AND WILL TELL ANYONE THAT WILL LISTEN MY STORY AND WILL FORWARD PICTURES OF THE FAILED HITCH TO THOSE THAT WANT TO SEE WHAT COULD HAPPEN TO THEM. Had the property damage been greater or if there had been resulting injuries, this hitch and photos would already be on an attorneys desk.Desired Settlement: I would like a refund on my hitch and installation purchase $301.20 and reimbursement for $24.66 for damage to my trailer and truck bumper (paint for scratches on truck bumper and trailer emergency breakaway cable that was severed when hitch broke.)

Business

Response:

November 2, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, followed up on the information Mr.

[redacted] provided with our hitch department. Ms. [redacted] contacted

Mr. [redacted] and advised him of a refund in the amount of $325.86 as

requested. He should receive the check with in the next 10

business days.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

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 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: The UHaul in [redacted] British Columbia, at [redacted] charged for kilometres in excess of what was driven. 148.5 miles were charged for, while only about 48 km were driven. I personally did not check the mileage when I started, however, I made the exact same trip 4 times, the mileage of which was 11.8 km or less, totalling less than 48 km. Their records for mileage on the vehicle were clearly not checked or correctly updated when I received the truck.

I mentioned this at the time of billing, however the manager refused to believe that they were incorrect.

My friends who were helping me move agree that there is no way more than 48 km were driven, however, he would not listen to them either.Desired Settlement: I would like to be refunded for the mileage that I did not put on the vehicle.

I was charged for 148.5 miles at $1.11 per mile, totalling $164.84, (plus 12%HST= $184.62)

I should have been charged for 48km or 29.8 miles, at their rate of $1.11 per mile this woud be $33.09, (plus 12%HST = $37.06).

The difference is 184.62-37.06 = $147.56.

I would like a refund of $147.56.

Business

Response:

January 23, 2013

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

Mr. [redacted], our President for the U-Haul Company of British Columbia, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. Egrisits an email explaining he has attempted to reach him by phone with no success and asked that Mr. [redacted] provide a number he can be reached or call him at [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: Auto trailer was rented from U Haul. They istalled tow hitch which was purchased there from them and trailer was istalled by them. At time of attempting to drive car that was to be towed onto trailer. Trailer came off hitch and damaged vehicle that was used to tow.Desired Settlement: For U Haul to accept responsibility and pay for repairs to my vehicle.

Business

Response:

August 15, 2012

Thank you for your concern for our customer [redacted]

[redacted] a Senior Customer Service Agent, sent [redacted] an email requesting additional information in order to properly address his concerns. We need to know the name of the lessee listed on the rental agreement along with the address of the U-Haul renting location and the date of the rental. The rental contract number would be helpful if available as well. As of August 10th, we have not heard back from [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

Business

Response:

October 3, 2012

Thank you for your concern for our customer [redacted]

[redacted], Claims Manager for [redacted] sent [redacted] a response in regards to his claim. A detailed explanation was provided why his claim for damage was denied.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I disagree with u haul's decision. On the grounds that we were told that we are not to touch equipment that was rented. The general manager's words" we hook it and the other u haul unhooks it, you guys don't touch it.