J.R.J. Tara Corporation

Review: On April 20, 2013 I rented a pick up truck from the U-haul location on [redacted]. The gentleman at the counter who took my credit card provided me an estimate of around $50.00 for the use of the truck (approximately 40 miles) with drop off being in [redacted]. Not once did the gentleman mention that I could not drop this vehicle off at a [redacted] location. He did not explain the paperwork, did not take the time to answer questions, but I was in a bind needing a truck. I have contacted their customer service department with no success, and in return received a less than respectable response. I feel that I provided all of the information necessary to the U-haul location that I was renting from and due diligence and proper business would have had their employee explain to me that dropping the truck off in a different city was not acceptable. In turn, u-haul has processed two charges to my account. The first one in the amount of $199.37 and the second charge of $54.58 with no explaination, receipt or authorization. I authorized a charge of $50.00 for the use of the truck, not the excessive charges totaling more than $200.00.Desired Settlement: I want a refund of all of the charges from my checking account due to the lack of professionalism and assistance. They have caused fees on my checking account because of their deceptive business practices.

Business

Response:

[redacted]

Thank you for your concern for our customer [redacted]

[redacted] our President for the U-Haul Company of [redacted], followed up on the information [redacted] provided. She informed our office [redacted] rented a pick-up truck and signed the contract agreeing to the terms and condition, one being ‘I understand that this equipment must be returned to the same U-Haul location where it was rented.’ [redacted] dropped off the truck, which incidently is not a vehicle that is rented one-way, in another city. The extra charges applied to her credit card were due to the one-way drop off. Ms. Nider went on to relay that a refund would not be issued.

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

Sincerely,

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 explicitly told the representative that I would be returning the truck to the location in [redacted]. He said that was okay and not once indicated that this was not feasible or there would be additional charges. He continued to quote me $47.48 for the rental of this truck. This would be the responsibility of the company to inform their customer if the intended destination was not able to accept such vehicle. You are able to return any other truck to any U-haul location, how was I to know I couldn't do that with this vehicle since your representative clearly understood me? I was not afforded the time to read all of the contact as there was one representative on duty, and a line of customers, hurried me through the process, tossed me the keys and said have a nice day. I want a copy of my contract and detailed receipts which I have yet to receive as requested through the customer service phone number and was not provided to me when I was given the keys to the rental truck. There should not have been two charges put through on my account, you should have rolled that into one charge. I find that this yet again is a poor business practice.

Regards,

Business

Response:

[redacted]

Revdex.com ID#: [redacted]

U-Haul Ref[redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information [redacted] provided. He informed our office he emailed [redacted] her signed contract when she rented the truck indicating an In-Town Rental. One of the conditions listed on the contract states ‘I understand that this equipment must be returned to the same U-Haul location where it was rented’. Please be advised that our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

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: 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: Back In June/July of 2014, The U-haul Moving and Storage Location at [redacted], [redacted] Had a change in Management. I had been having some financial hardships and owed a balance due. The previous manager [redacted] had agreed to credit me charges for late fees/lien charges but, had since them left that location. The according to the manager at that time [redacted] was no longer with the company and a female was the Regional manager . He stated that although that it was noted agreed to through [redacted] that he could not honor that per his Regional manager. At the time this was happening the store location was having issues with their phone system, so I spoke to him a few times via his cell phone to rectify the situation since he stated he had to send instant messages/leave to for the Regional Manager and wait for response back from her since I had to make payment over the phone and had a limit on my card. He then stated that he would waive my storage payment for the month of June. That was our agreement and I payment to bring my account up to date. The following month I received a phone call from him asking about my June payment and I reminded him of our agreement about waiving the storage payment, he then agreed and stated not to worry he would update everything and apply the credit. When tried to make payment on my account in July after that phone call it showed I owed for June. I called the U-haul location and left several messages with staff to have him return my phone calls. I never received a phone call back. I called in August /September 2014 and left a few messages through the customer service center since when I tried to call the store they were not picking up the line, calls were routed to customer service. I had the customer service center send messages to have the manager call me, after they had advised me that per the notes the manger made to he had advised me in July that he could not honor our previous agreement, which was not true he never stated one time in the conversation that we had that he could not honor the agreement,but falsely documented a lie. I never received any follow and did not feel comfortable with making any payments until there was a resolution. I called back again in October and spoke to a new manager who then told me that manager that I had been dealing with was no longer with the company. I explained the situation to him and he told me he would look into it and follow back up with me. I never heard back from him. I called back in November and spoke with the current Manager [redacted] who I explained the situation to and he followed back up with me and took my payment to get account up to date and waived all fees related to the situation and waived the month free that was promised. A few days later [redacted] called me back stating that Corporate denied his request to waive the fees, stating that fees had already been waive for me in the past. I advised [redacted] that those fees that were waived were unrelated to this issue and had nothing to with lies ,mismanagement, and a person in a leadership role for a company not following through with an agreement. I advised him that is unethical to promise a customer something and it be documented and it not be followed up on in a timely manner and not follow through even if the person that made that promise is no longer with the company. Also come to find out that the regional manger was actually the old Manger [redacted] who I had been previously dealing with so I was lied to about that. I was told by [redacted] would have to contact corporate. I have a contacted corporate on several occasions but I have not received any calls back or follow up. I tried to call in to make payment on my storage unit,but they refused to accept payment unless I paid everything in full. I am at a point again where I need to make payment so my things are not Auctioned off, so this issue needs to be resolved as soon as possible. I am not living town where I can walk into the U-haul location center. Also on my online account is current up until December and it will not allow me to update my contact information, I am no longer receiving any email correspondenceDesired Settlement: I would like a follow up from corporate leadership Remove Storage unit from Auction list until this issue is resolved, prevent until from obtaining and additional fees until issue is resolved. I would like the month of storage rent to be waived that was promised, and all lien and late fees waived related to this issue

Business

Response:

March 30, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]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. She informed our office she has been unsuccessful in reaching Ms. [redacted]. She left three separate messages for her as well as sent her two emails. She let Ms. [redacted] know she is more than happy to write off one month of rent in the amount of $119.95, the $50 lien fee and her delinquent fee of $23.99 totaling $193.94. With $193.94 written off in the interest of customer good faith, Ms. [redacted] still has an outstanding balance due in the amount of $497.79. Ms. [redacted] requested a call back to discuss the amount written off and her balance owed. Ms. [redacted] also mentioned that Ms. [redacted]’s storage was not in the upcoming auction on April 7th because of part of the payment she made in November.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Review: U-haul of manassas is unable to document payments in a manner that is accurate or timely. They have called to advise me of a late fee several times when the payments have been made and the checks have cleared the bank. Their ability to manage customer payments is less than adequate.Desired Settlement: I would like to see a letter to them addressing concerns and have information provided to consumers so they are aware of the issues prior to doing business with them. I believe the public has a right to know about the quality of businesses in the area so they can make an informed decision about services provided.

Business

Response:

May 1, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Ms. [redacted] provided. He informed our office, after reviewing Ms. [redacted]’s storage account, they have tried working with Ms. [redacted] in the past. Documented notes indicate Ms. [redacted] has been making late payments as far back as July 2012. Mr. [redacted] assured our office the checks received from Ms. [redacted] are not processed late by our U-Haul storage location. Unfortunately we have no control over the postal service. We would like to suggest options to Ms. [redacted] to help keep her storage account current. These options include a no cost service called the Premier Club. This allows our customer to go on line and make their storage payment without having to rely on the postal service. We also offer our customer auto pay. With a credit card on file, the system will automatically process the storage payment on the due date. If Ms. [redacted] chooses to stay with mailing her payments, she needs to allow enough time for the mail service.

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: On December 26th, 2014 I rented a uhaul moving truck for one day. During my move I experienced a brief breakdown. I also wound up returning the truck with more gas than I had taken it out with. I contacted uhaul immediately to tell of my nightmarish experience and talked to a woman through customer service named [redacted]. She told me she would put in for a refund. I had called back on the 29th cause I did not yet see my refund and the girl I had spoken to told me she saw my call from the 27th and to allow another 5 to 7 days to see refund so I believed her, whats do I know. I let 10 days pass and still no refund. I called customer service at least 25 times over the course of 3 weeks. I spoke to numerous people and ultimately was given the contact info of [redacted] and [redacted], two hire ups and still no help. I have been called lots of names by there customer service representatives such as a liar, a fool and I am so disgusted with everything the have shown. I am still waiting for my refund I do not feel that it is fair that I was led to believe one thing because the workers at their customer service number are incompetent and unaware of there own policies.Desired Settlement: I would like my refund credited back to my credit card as originally promised.

Business

Response:

January 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, followed up on the information Mr. [redacted] provided. She advised our office Mr. and Mrs. [redacted]’s concerns have been addressed. The U-Haul truck they rented has been inspected and found no mechanical repairs needed and continues to be rented without reported issues. Ms. [redacted] mentioned Mrs. [redacted] relayed she did not contact our Emergency Road Assistance line for help because she could not locate her contract. However, our 1-800 assistance line is located on the dash of the truck as well as on the outside of the equipment and is staffed 24 hours a day, every day of the year. Immediate assistance could have been obtained by calling this 800 number. Ms. [redacted] explained Mr. and Mrs. [redacted] have been informed that a refund will not be issued.

As we value Mr. and Mrs. [redacted] as a customer, we sent them a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

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.

First of all, everything you have just stated is neither here, nor there. The $20 gift card as stated to your company and to [redacted], was given as courtesy for an entirely different reason (gas issue), something reported to uhaul at an entirely different time. My refund is still expected and well-deserved. The fact of the matter here is that I was promised a refund by a worker claiming to have the name of "[redacted]" over one month ago now. It is Your duty as a business to follow through with Your promises and leave the customer happy, not disgusted. What you should be doing, is going through a list of all "undocumented" calls that I have made and have sit-down conversations with each and every employee so that you guys can operate on the same page in the future. As far as your vehicle, maybe it worked for the next renter as a result of the lack of fluid in which me and passerbys had to put into that truck on the 26th of December. Hmm? I would like to ask for my entire refund one more time, if not at this point because I was promised one and didn't know any better, then for the runaround and time that I have now had to spend on this matter. Perhaps for the disrespectful and unprofessional manner in which Ms. [redacted] spoke to my wife, or how she continuously hung up the phone on us and still will to this day. I would truly hate to have to make negative posts about your company or have small-claims become involved. Please take care of this error and lets end this now. Thanks.

Regards,

Business

Response:

February 17, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Gainesville Regional Office, reviewed the recent information Mr. [redacted] relayed to your office. She explained she left a message for Mr. [redacted] requesting a return call to personally discuss his concerns. She assured our office the truck in question is on a current Preventive Maintenance Schedule and there are no record of calls into our Emergency Road Assistance line before or after their rental. The truck was inspected and nothing found mechanically wrong, therefore, our decision in the matter remains the same.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Complaint against UHaul Moving and Storage of Somerville::

On June 1, 2013, I rented a storage space from UHaul Moving and Storage of Somerville at 151 Linwood Street, Somerville, MA 02143 As I was planning to come back by end of August I prepaid upfront for all 3 months though required payment are monthly and due at the beginning of the month. Thus, I paid one month before it was due the July storage fee and 2 months before it was due the August month fee. From June to August I was overseas on a sabbatical leave.

At the end of August, my sabbatical leave required that I stay there a few more months, without knowing the return date. By the end of August I sent an email to [redacted] of UHaul Somerville to request an account number so I could transfer electronically money from my Bank of America account to UHaul Somerville account. I got a brief response from [redacted] asking me to pay online in their system. I tried that with my debit card and it would not go through. In a number of emails I sent (copied below) I reported the problem and received no answer to any of my questions. Subsequent email correspondence was with [redacted] and [redacted], both of whom refused to inform me about their position within UHaul Somerville as I requested to discuss the matter with the appropriate manager.

Instead, I began getting threats and penalties. I offered to pay by check as is allowed by UHaul policies and informed them that snail mail from overseas takes a long time. I sent checks on the first of each month from September to December, by certified mail. I got confirmation messages from UHaul Somerville that they were received except for the December check for which they would not respond (see emails below). I sent an email notifying the checks were sent and inquiring if it was received. To date I have not received an answer to my email, except for a warning and a new penalty, even though I inquired again on January 6..

On October 24, I was informed by a friend whose name I gave Uhaul as a reference, that two letters were sent to him threatening to auction my belongings, even though all payments were made as shown in the email correspondence below. I had given the name of my reference on the application form as contact person. I sent an email on October 24 .to UHaul Soimerville, [redacted] and [redacted], explicitly requesting that

““I ask you to refrain from HARASSING a reference I gave you, …., with illegal threats of putting my belongings to auction; and request you communicate with me ONLY regarding my storage.”

This request was completely ignored as my reference has received three additional letters since, including one yesterday, January 15.

On January 8., I returned from my sabbatical leave, and On January 6, I sent sent an email to UHaul Somerville stating:

“I have mailed you a check for my December storage fee ….. To-date I have not gotten your confirmation receipt. Please let me know if you received it.

I will be back in Boston within a week and I will pay in person for the storage fee balance.

Please let me know if you have any questions.”

My questions were unanswered, instead I received as a response another warning and threat to auction my belongings, in addition to a lien penalty of $50.

I am writing to you as a last resort since all my efforts at the level of UHaul Somerville failed and will appreciate that you intervene promptly to help resolve this matter.

I can provide all the email correspondence proving the above statements. In addition, I have receipts of payments I made by check up to December 31. As I mentioned above, I will pay the remaining January storage fee prorated to the number of days before I remove my belongings. As UHaul Somerville refuses to answer my questions, it is not clear if they received my December check. If they did not I am willing to cancel it and reissue a new one. I consider that the only fee I owe is the unpaid storage fees to-date and none for any penalty and UHaul Somerville owes me an apology for the unprofessional and treatment as well as for illegally ignoring my specific request to stop harassing my reference and that they immediately stop this form harassment.Desired Settlement: Adjust the bill to exclude any penalty and include only unpaid storage fees. Issue an apology for unprofessional behavior and for illegally harrassing my reference DR. [redacted] and ignoring my requests and stop from any further communication with him. Change store policy to respond to customer questions and inquiries instead of resorting to threats.

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, followed up on the information Dr. [redacted] provided. He sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our general managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your alternate contact will continue to be contacted as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact, and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly. [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - office ###-###-#### - toll free ###-###-#### - cell [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve yet my complaint. Final acceptance will depend on conditions discussed in the attached letter For your reference, details of the offer I reviewed appear below.

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr.

[redacted].

[redacted], our Executive Assistant for our

Boston regional office, followed up on the information Dr. [redacted] provided. He

sent Dr. [redacted] the following email:

Good morning Dr. [redacted], I am contacting

you in reference to a claim that was brought to my attention. I want to

apologize if you felt as though our location at [redacted] treated your

unfairly or with disrespect as this isn't common practice from any of our

general managers and/or theirs staff. Currently the two employees you have

spoken of are no longer at this location. So I will apologize in their behalf.

I have gone in an waived the $50 lien fee on your account and also as a

courtesy I am waiving $69.95 for the month of November. As of right now you owe

$71.90. I also wanted to take the time to explain our policy. Your alternate

contact will continue to be contacted as long he is listed on the account. This

can't be changed as we have to have a second point of contact in case of an

emergency, second contact, and gets all correspondences needed. If you would

like to change your alternate contact we can most certainly change. I am sorry

you feel as though this is harassment but this is the protocol we use to get in

contact to our customers. Again, I apologize for any inconvenience this may

caused if there is anything I can do for you feel free to contact me directly.

[redacted] Executive Assistant U-Haul Company Boston [redacted]

[redacted] ###-###-#### - office ###-###-#### - toll free [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 31, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:

Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston 151 Linwood St. Somerville, Ma. 02143 (617) 623-5600 - Office (800) 344-2212 - Toll Free (617) 653-3369 - Cell [email protected]

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.

As explained in detail in the attached response, not only Mr. [redacted] and UHaul have failed to address my past complaint but have created new charges I consider fraudulent.

MESSAGE FROM BUSINESS:

January 31, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]

Thank you for your continued concern for our customer Dr. [redacted], our Executive Assistant for our Boston regional office, reviewed the recent information Dr. [redacted] provided. He informed our office he was unable to reach Dr. [redacted] by phone but did send another email as follows:Good Morning Dr. [redacted]. I tried contacting you this morning in reference to your claim and phone was answered then call dropped. When I called again message stated caller wasn't recieving calls at this time. I have gone in and sent you the Premier Password so that you can access your stroage room payments, alternate contacts and also control info directly through the web. This will allow you to have full acces to whom U-Haul will contact and also allow you to make adjustments as you so wish. I have already writen off a total of $119.95 dollars on your account which is feel is over the amount of late fees you have acquired. If you have any futher questions please contact me directly. I am in the office M-F 7am - 5pm. Kind Regards, [redacted] Executive Assistant U-Haul Company Boston [redacted] ###-###-#### - Office ###-###-#### - Toll Free ###-###-#### - Cell [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,[redacted]Executive AssistantU-Haul Internationa

Email of January 18 by Mr. [redacted]:

Good Morning Dr. [redacted],

I am contacting you in reference to a claim that was brought to my attention. I want to apologize if you felt as though our location at [redacted] treated your unfairly or with disrespect as this isn't common practice from any of our General Managers and/or theirs staff. Currently the two employees you have spoken of are no longer at this location. So I will apologize in their behalf. I have gone in an waived the $50 Lien fee on your account and also as a courtesy I am waiving $69.95 for the month of November. As of right now you owe $71.90. I also wanted to take the time to explain our policy. Your Alternate Contact will continue to be contacted as long he is listed on the account. This can't be changed as we have to have a second point of contact in case of an emergency, second contact, and gets all correspondences needed. If you would like to change your alternate contact we can most certainly change. I am sorry you feel as though this is harassment but this is the protocol we use to get in contact to our customers. Again, I apologize for any inconvenience this may caused if there is anything I can do for you feel free to contact me directly.

Executive Assistant

U-Haul Company Boston

###-###-#### - Office

###-###-#### - Toll Free

###-###-#### - Cell

Regards,

Review: I reserved a trailer from U-Haul on June 28 for pick up location at [redacted], with pick up scheduled for July 30, 2013 for $134. Drop off location was to be [redacted]. On July 29, one day prior, I received an email indicating my pick up location was in [redacted]. After googling where [redacted] is, I found out it is 1.5 hours away. When I called U-Haul, I was treated very rudely and their only solution was that I could change the reservation for Saturday, August 3. Not acceptable - I have to be in [redacted] by 9 am on July 31. I am moving my son from his dorm at college into an apartment. He has to be out of the dorm by noon on the 31st. This was all coordinated to move him out and into the new apartment on the same day. I have a lot of money tied up into this schedule. I had to cancel my reservation because there's no way I can get to [redacted]. I then called back and was able to make a new reservation - pick up scheduled for July 30. But now the price is $179. And conveniently, they are suddently able to find a location closer to my house! Seems like a bait and switch if I ever heard of one!Desired Settlement: Either they need to make it clearer on their website what their practices and policies actually are so consumers can be aware. I am a real estate professional - I have moved personally and there are many people who move every day through my company. To think you have a reservation - and I even made a deposit through my credit card - only to have something like this happen is not right.

Business

Response:

July 31, 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 o[redacted], followed up on the information Ms. [redacted]provided. She informed our office she sent Ms. [redacted]the following email:

Good afternoon Ms. [redacted] I am writing to you in regards to your U-Haul contracts [redacted] and [redacted] I apologize that we were unable to get you an enclosed trailer closer to your preferred pick up location with your original reservation. Upon researching the history of the trailer you received I see it had no set destination other than the general area of [redacted], we did not know it would be in [redacted]t until 2:30 pm when it was dropped off, we then called you at 3:20 pm to schedule you for pick up on that trailer. I also see that we matched the price of the original reservation for the second reservation, the trailer was discounted down to $134.00. The price changed because the quote is based upon the availability at the time the reservation is set up, this can change on a weekly basis. Additionally, your original reservation was set up online where you are forced to agree to the terms and conditions. You cannot create a reservation without checking a box stating you read them, I have attached the reservation advisements that you stated you read. The paragraph "basic reservation policies and scheduling" states "U-Haul reserves the right to schedule an alternate pick up location and/or equipment as needed, based on the most convenient location with equipment available." I am sorry for any misunderstandings or miscommunication that resulted from these advisements. When you set up a reservation nothing is guaranteed, you are simply providing us with your preferred pick up location, time and equipment we then work to fulfill those needs. If we are unable to meet all preferences we do reserve the right to alter the reservation to what we can provide and guarantee. [redacted] was listed as a preferred location, your reservation was never scheduled there, we then looked there and when equipment was not there we looked in a 100 mile radius of that location to provide you the closest trailer at the time. As I stated in the first paragraph, the trailer you were dispatched on was not at a location nor due into a specific location so we were unable to provide you that trailer on your original reservation. It is our goal to assist you as best as we can with your moves, we understand that moving is a highly stressful event and thus we do try to reach all of our customers demands. I am sorry there was miscommunication with your original reservation, I do hope this email helps to clarify everything. Thank you, [redacted] Executive Assistant U-Haul Co. of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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]

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

Review: I 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: U-Haul has "lost" my U-Box. I was schedule to pick up my U-boxes on September 1st. When we arrived to pick them up, they could only find 2 of our 3 U-Boxes. Since then, we have been in contact with multiple employees, managers, the U-Box director, and an insurance person. As of September 12, we have been told that our U-Box is still lost, there has been no promise of reimbursement, and no assistance has been extended to us. The customer service has been very poor. My husband, 18-month-old daughter and I need our things or money to replace them. We are currently without dishes, silverware, basic kitchen needs, bedding, chairs, coats, ect. We finally broke down and replaced our daughter's high-chair, some bed sheets, and other basic needs. Even if we do get our things back, we need to be reimbursed for these costs and inconveniences. Additionally, my husband is starting a new job in 3 weeks. He NEEDS things in that box such as his suits, shoes, briefcase, ect. If he does not have those things by then, he will have to go buy those items. In that case, we need reimbursement! Likewise, I am 30 weeks pregnant and I need things in that box for our new baby, such as a crib. Obviously I need the crib, or money for a crib, within 10 weeks. I was also very hopeful that I would be able to have our house settled before my husband started work and before I had our baby, but because of U-Haul's mistake and horrible customer service, that will not be possible. I am a VERY unsatisfied customer. Not only did U-Haul lose my things, they have been unapologetic for their mistakes and the great inconvenience and stress they have caused me.Bottom-line: I need my things or money to replace them, ASAP.Desired Settlement: UHaul needs to either 1.) Find my U-Box, deliver it to me, reimburse me for the things I've had to replace and the inconvenience, and somehow regain my trust OR 2.) pay me the reimbursement cost of everything in my U-Box.

Business

Response:

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

Please be advised that [redacted], our President for our Northern [redacted] Regional Office, informed our office there is a claim set up for Ms. [redacted] that is currently being worked on. Ms. [redacted] will be contacted as soon as a resolution has been made if not already.

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 uhaul on 02-22-15. I made arrangements days before and all he took was my card information. He did not tell me any information about the dos and dont's of the uhaul. When my husband and I arrived to get the uhaul again he asked for my information. He had my drivers license as well as my [redacted]. He told me that if there is any damage call the [redacted] number in the pamphlet. He also stated when to bring it back and that was it. He asked did we need insurance and I said no. That was the extent of the conversation. It was my first time ever renting a uhaul so I was thinking the 54.93 was my only charge because he said nothing different. Monday morning I checked my bank statement and saw two transactions for the uhaul. One was 54.93 and the other one was 63 dollars and some change. I called the store and he said he did not know that he would call me back but never did. So I called him back the next day or the previous afternoon. He then stated to me I think because of your mileage. I was like Huh!!! He never said anything about the extra charge. He then said it was .99 cent a mile. He never mentioned that and it is not in the pamphlet. He still kept saying he would call me back because he was not certain. I also wondered why he had me living in Vidalia and not Soperton, but I was charged for that to because he put a fake address in. I just feel like the service was not up to par because of him not explaining to me all the charges. This is a business but he was not professional by not explaining the charges and not returning my phone calls. After calling him back on that Monday that is when he told me that I had went over 77 miles. I did not check the mileage he could have been lying because I never knew to check the mileage. Even days later I was still being charged and all he said was I will call someone and get back to you and he never did. As of 03-02-15 I have still not heard from him. He is not professional at all.Desired Settlement: I am not looking to get back all of my money but I do want the mileage because he never spoke of the extra mileage. Also why would he put that as my address and charge me 9.00. He knew from the beginning that I did not stay in Vidalia. He had my license so he knew where I stayed and never asked me my address. That is why the bill went from 54.93 to 63.17.

Business

Response:

March 9, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mrs. [redacted], our Executive Assisant for our [redacted], GA Regional Office, followed up on the information Mrs. [redacted] provided and sent her the following email in response:Hello Ms. [redacted]My name is [redacted] and I am the Executive Assistant for the Regional Office of U-Haul in [redacted], GA.I am in receipt of your letter to the Revdex.com and called you earlier today to discuss it with you. Since I was unable to reach you, I decided to email you so you could send me a response, if you desired.The area field manager over [redacted]s Tire and Service Center in Vidalia, GA, Chris Herrick, researched your complaint and provided the feedback I needed in order to resolve your complant. He told me that the dealership has been open since August of 2011 and the agent that took your reservation, as well as rented the truck to you and your husband, was the owner, [redacted]. When I heard that, I was deeply disappointed by the way you said you both were treated by him, especially since he usually does give customers a lot more information than he apparently gave you two. I also apologize for him not returning your phone calls. I agree with you - that is very unprofessional.As far as the incorrrect address goes, it could have been corrected on the contract at the time you rented the truck. Did you happen to mention that to him? Even though it should have been corrected on the actual contract, it really did not have any affect on your mileage charge in any way.[redacted] probably assumed you had rented from U-Haul before and knew about the mileage charges. But I did some research and saw that you have not, so both Mr. [redacted] and I agree that you should be given a full refund of your mileage charges.I will be crediting $ 82.65 back to your [redacted] ending in [redacted] before I leave for the day.We appreciate your business and look forwarding to serving you again!Warm Regards,[redacted],Executive AssistantU-Haul Company of [redacted]Mrs. [redacted] responded with the following email:Thanks I appreciate the refund. Actually I did not see the address until I was looking over all of the information after he told me about the mileage charge. I had spoken to customer service once I called the claims number to speak to someone. Since he never called me back. She then told me that I was charged because I told Mr. [redacted] that I lived only ten miles from the rental place and that was not true . I am pleased with the outcome. Thanks again!!!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

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!!

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 rented a truck from uhaul and they promised to refund the deposit to my credit card and havent refunded it yet. I called them today which is 6-11-14

I rented a truck from uhaul in anderson sc and picked the truck up and they gave me 50 miles free and stated to me over the phone I would receive my deposit when I turned back in the truck. I turned back in the truck and ask the gentleman about the deposit refund and he said it should be available within 24 hours on the card and still almost WEEK LATER no refund. I kept the truck for 3 hours and only went 20 miles when allowed 50 and it cost me 173.16. its a total ripoff and just want people to be aware of there gimmicks. thanksDesired Settlement: I am wanting my 100.00 deposit put back on my credit card like I was told it would be when I turned in the truck .

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He explained we do not collect a deposit if a credit card is used to make a reservation. Mr. [redacted] made his reservation through our toll free number. A cash deposit would not have been able to be collected. Mr. [redacted] rented one way. Total one way charges came to $173.16, which included tax. Mr. [redacted] advised Mr. [redacted] that a refund is not due back 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,[redacted]Executive AssistantU-Haul International

Review: After I bought two boxes of bubble wrap packing material, my wife opened a box and said that I had purchased the wrong size. I tried to return the two boxes of bubble wrap. They accepted the return on one of the boxes and refused on the second because the box was opened. They said that they have a no refund policy on used items, but the bubble wrap was obviously not used, only the box it was sold in was opened. Their no return policy was not clearly marked at the counter nor at area of the stocked items. The only reference to a no refund policy was on small signs above packing boxes for sale.Desired Settlement: I would like a refund on the bubble wrap.

Business

Response:

March 22, 2013Thank you for your concern for our customers Mr. and Mrs. [redacted].

Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email offering his apology for the inconvenience they encountered and the fact they were not served better. He relayed that he would review the matter first hand with our staff at our U-Haul location. Mr. [redacted] also explained he had issued a check for the purchase of bubble wrap, which Mr. [redacted] should receive within 10 business days. He included his cell phone number and email address in case Mr. [redacted] needed further assistance now or in the future.

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: 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