J.R.J. Tara Corporation

Review: They falsely advertised that I could move my 1000 sq. ft. in one of their UBox's, then upon delivery I tried to dispute that it would in fact fit all of my items, to which they assured me it would; then they charged me 238.90 even after I had to call and return the box. As a resolution the corporate office offered me two of the boxes for the original quoted price of 2054.00 and that the boxes would be delivered on July 26th. On July 27th when they still had not arrived I called inquiring about them and they had completely lost my reservation. I had to go through the whole ordeal again and now they have charged me a total of 998.00 and are holding my boxes hostage in [redacted] until I pay 2054.00 on top of the 998.00, which is not what we agreed upon. On top of all of this, not one manager has taken the time to call me and talk to me about this, instead I have been given the run around and hung up on.Desired Settlement: I want my boxes delivered for the amount of money that I agreed upon within the next week, or I want Uhaul to completely eat the cost.

Business

Response:

August 23, 2012

Thank you for your concern for our customer [redacted]

[redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information [redacted] provided. He informed our office [redacted]'s concerns have been addressed and resolved. He relayed that [redacted] was issued a VIP Certificate for $956.00 and the delivery fee for $425.00 was waived. Of the total bill, which was $2,054.00, the only amount collected from [redacted] was $673.00.

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:

November 29, 2012

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], advised our office they did another careful review of [redacted] concerns and sincerely feel a fair resolution was made. She added that their decision in the matter remains the same.

We hope [redacted] will take advantage of the VIP Certificate we sent her. We feel it can be of great value to our customers and is valid for two years. 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.

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,

Unfortunately Uhaul remains unable to tell the truth and it is quite honestly kind of pathetic that they are so incapable of deciphering between making things right and good business practice versus just sheer stupidity and being stubborn. If they want to continue to stand firm in the belief that they have "done everything" in there power to resolve this issue as I am a "valued" customer, than they are all delusional. I too work for a large corporation that would NEVER treat people as if they can be easily discarded and completely disregarded, especially over something as small as a couple of thousand dollars. This is their choice to be stubborn, they NEVER sent me a VIP anything and it is rather unfortunate that they continue to lie about all they have done to rectify an issue that they caused by misleading advertisement. No business will continue to be successful, especially in this economy if they choose to mistreat and abuse the everyday working man. We are the people that keep them afloat and since this has happened I have heard horror story after horror story of people's general experience with Uhaul. I know that would not be the reputation that I would want my business to be associated with. The truth is, with so many other moving options I would never come within a hundred miles of another Uhaul as long as I live. I am glad that they feel confident in there decision, I do too.

Review: For the last year I have had a unit with you all #[redacted]. However on 3/10, it came to my attention that they unit was vacant. I have heard three different stories to why this happen. The latest is they are blaming it on my husband. They are claiming that he asked them to cancel my unit. This is the third story I have been told from [redacted]. I was told that my husband asked to close the unit, but the strange thing is that if my husband had requested, why was our lock still remained on the unit? Now it really gets strange, because my husband was on a ship in the GULF on his way to [redacted] when [redacted] is claiming he requested to close my unit. Now again, if he supposedly requested it to be closed why was my lock still on the unit. The next story I was told that we left the unit open so they placed a lock on it. Again with my lock present. The young man by the name of [redacted] walked out to the unit with me and saw my open my unit and my item seem to be present. I will be filing a claim because some of my items are missing. Then the next story I heard was that. They moved everything out of the unit because it had been closed out. LIES AND MORE LIES. Someone is covering their butt because someone screwed up BIG time. Everything is done via contract, on paper. Who signed the request and if my husband requested it to be closed, why didn't he move our stuff out and sign something requesting it to be closed. We have had several problems with these U-Haul locations and frankly it’s becoming outrages. Then on top of that, I have been sending my payments bill pay each month and now my last payment is la la land? Where is that payment? My husband didn't request to have my unit close and neither than I. Now the location thinks one month free rent is going to justify what I have been through with this unit and the stress over my items. I come back from overseas and have to deal with this.Desired Settlement: 2 months free and someone to prove and explain when my spouse told them and what did he sign. He guy was on a ship on he way to [redacted]. Why someone is covering up their own lies and mistakes

Business

Response:

March 15, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Gulf Coast TX, followed up on the information Mrs. [redacted] provided. She informed our office Mrs. [redacted] was contacted and advised that they would be providing her with 2 months of free storage for the inconvenience she experienced.

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 truck and trailer to move myself to [redacted] from [redacted] in late February. The truck was fine, my issue is only with the trailer, and now the customer service or lack thereof. U-Haul's system said that my car, a 20[redacted] would fit on the trailer I rented. When I got it home, it became clear that it absolutely would not. Not only is the car too low, but the clearance on the front from the wheel chalks to the front of the trailer is too short, and the chalks are too high for the bumper clearance. I then tried to back the car onto the trailer but realized that only one side of the trailer had the flip down wheel cover and that even if I did manage to fit the car on, I would have to shimmy out of the drivers side window to get out.After trying for two hours to make it work, I called customer service to see what they could do for me. They advised me to take the trailer back to the original location, adding another hour delay to my trip. I told her I would just tow the empty trailer to the [redacted] location and that they could handle it then.I've spoken w/ multiple customer service representatives, the branch manager--who's standing in for the absent general manager of the location--and nobody is willing to do anything for me to refund me the money, even though their system is incorrect. The best they are willing to do is give me VIP coupons for my next rental. That truck and trailer was my 3rd truck in 2 weeks with them, and I can say that I will never utilize U-Haul again unless this dispute is settled.

Product_Or_Service: auto transportDesired Settlement: DesiredSettlementID: Refund

I want to be refunded the amount of the trailer, and the safe tow package that we paid for the trailer. I also want reimbursement for the flight back home, and the fuel cost/wear and tear on the car that it'll take to move my car down to my new home.I would like to make it clear that I waited a week and a half to find the cheapest flight, i'm calculating mileage based on the highest EPA #'s and using the federal reimbursement figure of $.51 per mile for gas and wear

Business

Response:

March 20, 2013

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

Ms. Elena Hatchell, our Executive Assistant for the U-Haul Company of San Francisco, followed up on the information Mr. [redacted] provided. She informed our office a refund for the rental will be issued to Mr. [redacted] along with a VIP Certificate for $100. The Certificate 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,

Maria Palmisano

Executive Assistant

U-Haul International

Review: Apparently the hitch U Haul installed several years ago was done wrong. After several attempts to have it repaired (both electrical & mechanical), I have been to several locations now and have even spoken with the national headquarters - all of whom refuse to service it. Most imperatively, there is a bolt missing. Now, I must move across country towing 3000 lbs. I have informed them of their liability, yet they have refused to fix it properly. I even have hidden surveillance video tape of them trying to put the wrong bolts in and putting them in crooked (removing them with shards of metal on them, proving having done damage to my car's permanent welded nuts. Desired Settlement: I would simply like the hitch to work properly and be safe, as I paid for in the beginning. This could included simply replacing the entire hitch (because, since they left a bolt out in the original installation, they have caused the hitch to bend, making it difficult to put a bolt in now), or find a way to put in the bolt without damage to my vehicle. They have already given me the run around for days now. This needs to be done by the time of t

Business

Response:

February 19, 2013

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 spoke to Mr. [redacted] and he relayed that the hitch was taken care of but was still out of pocket $50 for work he had done to his hitch previously. Mr. [redacted] did forward the receipt and Ms. [redacted] has issued a refund for the $50.

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

To Whom It Concerns:

I have not received any refund as mentioned in UHaul's response.

This matter is not yet settled.

There was no way for me to reply on the [redacted] website.

Chris [redacted]

###-###-####

Regards,

Chris [redacted]

Business

Response:

March 20, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, reviewed the information Mr. [redacted] provided. She informed our office she was trying to obtain a current mailing address from Mr. [redacted] in order to issue him a check. She did hear back from him and issued him a check for $50 to the address he provided.

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

Review: Hi

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

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

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

Business

Response:

June 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

What should be expected from them in this case.

Regards,

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

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I wrote [redacted], CEO and Chairman of U-Haul via FedEx Next Day Air [redacted] on May 6, 2013 at U-Haul International, Inc. Corporate Headquarters, [redacted]. [redacted] U-Haul property, [redacted] has a U-Haul general manager named [redacted] who has always been very disrespectful to me. It is very unfortunate. Yesterday, Sunday, June 23, 2013, between 3-3:30 pm ET [redacted] used off color racial profanity with me and threatened me bodily injury. I am scared for my well being when trying to access my storage locker. [redacted] also vandalized my automobile approximately 10 days ago and I reported the damage to his wife that same day at the [redacted] main office area. Has anyone from U-Haul talked to [redacted] since my May 6, 2013 letter? I feel his threats toward me have escalated the past six weeks.

I have rented a U-Haul unit for eight consecutive years with never one negative incident since 2005 until [redacted] arrived just a few short months ago.Desired Settlement: Please have [redacted] stop threatening me with bodily injury, stop vandalizing my automobile, and stop using profane language toward me.

Business

Response:

June 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Jacksonville, followed up on the information [redacted]provided. [redacted] assured our office they have addressed [redacted]rsquo;s concerns with him and the U-Haul staff involved on more than one occasion. [redacted] explained that [redacted]uses the restroom facilities at our U-Haul location to bathe and change and our staff has asked him to clean up after himself. [redacted]is not happy with our request and claims discrimination. [redacted] assured our office they are not showing any discrimination against [redacted]and will continue to monitor the situation to ensure proper procedures are being followed locally.

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 made a reservation on 2/22/2013 for a Uhaul 14' truck for the date of March 2, 3013 to be picked up at 9 am. I had gotten a confirmation number and even visited the Uhaul (on [redacted]) the day prior to pick up boxes and confirmed the reservation. The morning of the 2nd when I went to pick the truck up as I needed to get moved out of my old unit ASAP I handed the cashier the deposit money and she returned about 2 minutes later handing my cash back saying she cannot rent the truck to me, and gives me a number to call to find out why. After sitting on hold for about 10 minutes the person on the phone returns and says that I owe UHAUL $135+ in which I attempted to find out from what and how? I was told a storage unit in which I know I paid in full when I moved out of it over 4 years ago. If I owed money wouldn't they have cleared my storage and claimed my belongings as payment? Why on earth would I try to rent a truck from a company I owed money to??? So at that point I was stuck on the moving day with no way to get my belongings moved due to UHAUL wanting to play bookkeeper after the reservation was already set. If that was the actual case it should have been flagged when I first made the reservation versus on the day I came to pick the truck up. Someone who was helping me move asked could he put the truck in his name and he was told because he was "with me" that he could not which was complete bt. So I ended up spending my entire day trying to find someone to move my belonging and had to spend an additional 500.00 paying people to haul things back and forth from my old place to my new one all due to UHAUL crappy book-keeping. I called that same day to file a complaint and sat on the phone for over 30 minutes going back and forth with the rep about whatever error it was they had saying I owed them money. She had the audacity to ask me if I had the reciept and ilet her know who in the hell keeps reciepts from over 3 years ago on a storage unit??? After sitting on the phone and wasting all that time- still of ZERO help. I was then was told someone would be in touch with me regarding the complaint... it is March 11th and I haven't heard one word from anyone at UHAUL.Desired Settlement: I would first like an absolute apology... on top of them clearing whatever bill it is they claim I owe them because I do not owe them anything and I will not pay them twice. If they didn't annotate the payment way back then, that is not my problem. It doesn't make sense. I could have reserved a truck with a professional company and if I was going to have issues get them cleared up BEFORE my moving day- not ON my moving day.

I would also like them to pay me back the money had to spend paying random people with trucks, due to them not flagging the reservation sooner opposed to when I came to get the truck. Not only was MY time and money wasted but other who were trying to get me get moved.

I could have reserved a truck with a professional company and if I was going to have issues get them cleared up BEFORE my moving day- not ON my moving day. Moving is already stressful enough, nobody wants to have a BS headache on the DAY of their move.

Business

Response:

March 15, 2013

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

Mr. [redacted], a Sr. Customer Service Agent, researched the information Ms. [redacted] provided. He contacted Ms. [redacted] and offered his apology but also informed her there was still a balance owed on a past U-Haul rental transaction and she would remain on E-Alert until the balance is paid.

Please be advised that meaningful assurance is not taken at the time a reservation is made, therefore, we don’t always know our customer is on E-Alert until the actual rental contract is generated and the meaningful assurance is collected. We also want to be able to make personal contact with our customer to try and resolve a past balance owed to U-Haul.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

As mentioned there is NO reason whatsoever on the DAY of my move that I am on "e-alert"... Your e-alert should have been activated upon making the reservation 10 days prior when the reservation was made- not when I came in to pick up a truck. I state again... Your company is crap and I will never do business with them again, so they can hold on to whatever e-alert and I hope it pays itself off because I certainly and damn sure will not be paying for it again. The least you could do was clear it ESPECIALLY after causing all that unnecessary drama ON my moving day; but seeing what type of company they are I highly doubt it'll happen. Just like they are only responding due to the Revdex.com being involved. It shouldn't have taken a Revdex.com complaint to get UHAUL to respond in the first place. What a [redacted] company.. never again and believe you me people talk and I will ensure I let everyone know what kind of company they are... ridiculous.I am NOT paying UHAUL twice and whomever responded service as just as crappy if all you can offer is an apology for poor bookeeping which is incorrect because I do NOT owe U-Haul anything.

Regards,

Business

Response:

March 28, 2013

Thank you for forwarding Ms. [redacted]’s additional comments to our office.

We always value feedback from our customers. Please be advised, in this case, 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

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.

Just as they hold firm as do I... I'm still not paying them twice. They need to clear my name as I do not owe them money.

Regards,

Review: I am having problems with Uhaul U-box storage beginning November 7th. I stored most of my belongings with in a U-box (like a pod) that was put in [redacted] for storage until I was ready to have it shipped to [redacted] when I was settled. After hurricane [redacted], my step-mom realized we should get it down here ASAP with cold weather coming. I called and asked about damage and was told the box was fine then arranged to have it shipped. [redacted], from the [redacted] location, called me later to tell me there had been damage to the location and that my pod needed to be opened to further assess if my items were ok and to transfer goods because my box was unsafe to ship. I sent him an authorization email stating that he may open the box, take pictures to send to me and transfer goods. He did say he would provide me with pictures of any damages and we would proceed from there. After not hearing from him for a week, I emailed to check on the situation and recieved a call from him saying Uhaul's insurance adjusters, [redacted], had transferred undamaged items into a new box and disgaurded all other items. I had not given permmission for this. I was surprised as I was NEVER told my items would be thrown away or notified that the action had taken place until I reached out to them I never received pictures of the items either (until yesterday 3/19, after 5 months). [redacted] then referred me to [redacted] for an itemized list of my items on Nov. 19th. I began attempting to contact them then. I left messages with [redacted], the [redacted] rep who I was told was handling Hurricane claims. My box still had not been sent to me from [redacted] (though I was told it would have been sent in 8 days so I should have actually recieved it by now).

I called Uhaul customer service and spoke with [redacted]. [redacted] claimed to send an email to [redacted], the head of the [redacted] office, and the U-box office head about my case. I never heard anything back. I eventually filed several verbal and email complaints with Uhaul regarding this and was finally told that my file did contain this infromation but that [redacted] would be handling it so no one ever got back to me from Uhaul about it. The Uhaul representative from Corporate I was speaking to told me Uhaul had nothing to do with the matter and [redacted] was responsible.

My box was finally sent on Nov. 26th to be delivered in about 8days (3 weeks late). I still had not made contact with the [redacted] and the [redacted] office was not returning calls either. On Friday, Dec 7th, I reached out to see how my U-box would be delivered. I was told it would be sent to my home by [redacted]. [redacted] sent a return email to call the Little Rock location, which I did. Jamie from the LR location arranged the delivery date and delivered it. I opened the box to find 2/3 of my belongings missing. I had an extra chair and molded pillows also. I called [redacted] and asked why some of the items had been thrown away. He was oblivious. My iron bed as well as several boxes placed above others were gone. Also, boxes containing glass ware are missing. I'm not sure how these items would have been damaged by flood water.

It is now 5 months later and my claim finally was reviewed and denied due to weather disaster and lack of insurance. I requested a copy of my file and the pictures taken (once again) since I still was never given these things I was promised in November. I was sent several pictures of items that did not seem damaged and a list of discarded items. Not all of my items were pictured. I would understand if items were damaged and could not be shipped. However, the adjusters saw it fit to ship molded pillows as well as put in furniture that was not mine. The photos are incomplete and not all of the items listed on the damaged sheet that are also in the photos appear damaged. It seems that [redacted] or Uhaul was very disorganized in handeling this situation. Per the supervisor of my adjustor, [redacted], many other people are having to go to small claims court, so this tells me I am only one of many who are put into this situation. I have been taken advantage of by [redacted] and Uhaul for their mistakes.Desired Settlement: Replacement of undamaged goods, if goods damaged can be shown in photos (as previously told via email) no restitution is needed.

Business

Response:

April 1, 2013

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

Mr. [redacted], the manager of [redacted], followed up on the information Ms. [redacted] provided. He advised our office that during Hurricane [redacted], the U-Box containing Ms. [redacted]’s items were damaged by the flood water of the hurricane. During U-Haul’s recovery operations in the aftermath of the hurricane, it was necessary to dispose of items that became contaminated with water containing many health hazards. Mr. [redacted] went on to explain that keeping the items was not possible as this was a matter of public safety. He assured our office that every effort was made to recover as many items as possible for Ms. [redacted] and the salvageable items were placed in a new U-Box and shipped to her. Ms. [redacted] had decided to reject Safestor Protection for her belongings and chose to be self insured for any loss to her items. Her claim for reimbursement for the items disposed of was denied and today their decision in the matter remains the same.

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.

[redacted] was the adjustor that gave me the final result of my claim. There are no pictures of damaged items from my U-box. The pictures I was provided show that many of my items were not damaged. My claim file is incomplete. This being said, I have provided the initial emails between me and my Uhaul provider stating that nothing would be disgarded without my permission. Though [redacted] claims that items were thrown away due to health issues, I was still delivered molded pillows (wet), pictures included. There are also missing items included in [redacted]'s inventory, such as a table that was pictured by [redacted] which seems un damaged and an Iron Bed that would not have been damaged/was not returned/and could not have been a health risk if wet, that did not make since to disgard. The handling of my Ubox may have been a miscommunication between Uhaul and [redacted], but I should not be held accountable for their mistakes. It also seems that [redacted] has now chosen remove liability from themselves based on a technicality. Uhaul is pushing the liability back on [redacted]. The weather is not the issue, nor is the lack of insurance. It is the disgarding of my property from a U-box rental without permission at the fault of U-haul done by [redacted]. Regards,

Business

Response:

April 2, 2013

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

Please be advised that if Ms. [redacted] wishes to pursue a claim for her loss, she needs to keep in contact with her adjuster at [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

Consumer

Response:

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

The [redacted] and adjustor provided by Uhaul have not provided a detailed claim as guaranteed by Uhaul. So far it has taken 5 months to complete the claim. The claim was filed incorrectly by [redacted] and now they want me to go through arbitration, I would like to solve this more amicably. As you can see from my Uhaul file, I have filed several complaints to Uhaul regarding [redacted] and their inconsistent and poor service over the last 5 months. Not to mention the conclusion of my claim is unsatisfactory as my file is incomplete so I'm not sure how the claim could be denied. Uhaul/[redacted] is obviously liable for the missing items as there was NO permission given to throw items away initially only to transfer items and now there is NO evidence of any damage to the missing items only a list of the missing items. The adjustor over my claim was not the decision maker for my denial either. He also does not know why there were still wet/molded items sent to me if this was considered a hazard for all of my other items or why I was given items that were not mine to start with. There are too many holes in [redacted]'s claim file for a denial to be appropriate. Please consider this in your next response. Regards,

Review: Reserved on line a truck rental at [redacted] recieved a order/reservation confirmation number of #[redacted]. Recieved a phone call this morning (supposed to pick up the truck TOMORROW 6/28/13) informing me that they have no trucks available for the rental. So now I have all my stuff ready to move and NO TRUCK! they offered me a truck which is 20 miles away in which I would have for less than 24 hours AND I would be resposible for the milage. I reserved a truck that is less than 2 minutes from my property that we are moving from I reserved for 3 days and all they can give me is a $50 credit in which I wouldn't end up usuing because I don't see myself moving in the near future. How can they get away with this???

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted]provided. She informed our office she attempted to speak to Ms. [redacted] or about July 1st but reached her voice mail. She left a message with her contact information. Ms. [redacted] explained that Ms. [redacted]made a reservation 2 days ahead of time for a 3 day in-town rental. She was offered different options with available equipment but declined them. Ms. [redacted] issued Ms. [redacted]a check for the $50 Reservation Guarantee fee, which should be received within the next 10 business days if not already. No further refund will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

August 8, 2013

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

[redacted] the Executive Assistant in our Philadelphia, PA Regional Office sent an e-mail to [redacted] today. Ms. [redacted] apologized for Ms. **'s experience with our company and informed her a refund of $242.12 was processed to her Visa Card. The credit should appear on Ms. **'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: According to U-Haul's scheduling department, when I reserved the truck and gave my pick-up and drop-off times, it was explicitly stated to me that as long as I had the truck turned in before the next morning I would not be charged extra. I did go over the mileage, but at $0.40 a mile and 6 miles over, my charge should NOT be just shy of $64. When I called corporate to file a formal complaint, they said the drop off location would contact me. The only response I received was a voicemail telling me there was nothing that could be done about the extra charge. He did call me the night of scheduled drop-off asking about when the truck would be there and I said that I had told scheduling that it would be around 10:30pm. At that time he made absolutely NO mention of even the remote possibility that I would be overcharged. I tried to return the call that afternoon and apparently was transferred straight to the corporate office. After explaining the entire ordeal, a woman told me that the regional office could remedy the situation. The guy in the regional office told me that I would have to call the location directly and deal with it myself. I feel like I am going in circles and have exhausted every possible outlet for some kind of solution.

Product_Or_Service: Truck Rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I just want the extra-day charge credited back to my account. Obviously it was not used for an extra day, it was just dropped off after-hours and returned before the next morning.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He relayed that she was not due a refund based on the fact that the pick up location confirmed Ms. [redacted] was advised the U-Haul equipment was due back within 24 hours of pick up.

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:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He relayed that she was not due a refund based on the fact that the pick up location confirmed Ms. [redacted] was advised the U-Haul equipment was due back within 24 hours of pick up.

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 company proceed in selling my stored items at auction even though by law they were not allowed to do so, as I was in bankruptcy status. They were notified via the bankruptcy courts and by messages left by me. My calls have yet to be returned and now I no longer have valuable personal items as they have been sold without authorization. These items cannot be replaced.Desired Settlement: I would like a cash settlement of the cost of my personal item, all of which have/had personal and monetary value.

Business

Response:

May 16, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Phoenix Metro, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] had been a storage customer since January of 2008 and was continuously late. We sent her numerous letters and made numerous letters advising her she was late on her payment, had a lien against her unit and notices of an auction pending. Mr. Parker relayed that proper policy was followed with her storage unit and subsequent auction. A refund will not be issued.

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

Sincerely,

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,

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,

Hello [redacted],

I am refuting UHauls response due to false statements. I was not constantly late (that is not relevant anyway) nor did they follow Bankruptcy court protocol. The guidelines/laws clearly state they could not move forward while I was in bankruptcy status, yet they did and I was not notified. They clearly broke the law.

Please let them know this.

Thank you.

Business

Response:

June 12, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Phoenix Metro, reviewed the information Ms. [redacted] provided. He advised our office, in reviewing the account history for Ms. [redacted]’ storage unit, he stated U-Haul is in no way at fault for her items being auctioned. We followed proper policy. The account shows numerous notes of calls being made to let Ms. [redacted] know of the late fees as well as letters being sent to her and her alternative contacts. She is responsible to update contact information and let us know of any legal issues. None of this was provided by her and it is now two years later that she is disputing our necessary actions. Mr. Parker relayed that legal procedures on Ms. [redacted]’ behalf were not followed.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I am rejecting U haul's response. At no time did they advise me of their intent to overdrive the Federal Bankruptcy Court, by either emails, phone calls, or letters. To say they never received notification from the bankruptcy court trustee would be a fallacy. As they promptly notify everyone that needs to know. If their office did not document the notification properly that is due to no fault of my own. What they did was unlawful and I do expect restitution.

Thank you.

Sincerely,

Review: My complaint with Uhaul starts with the reservation representative. He misinformed me, stating that my request to have two Uboxes delivered by truck to my address in Texas on Thursday 08/01/2013 and pick-up on 08/03/2013 was a possibility. When I got the final confirmation call, [redacted] informed me that was not a possibility and subsequently suggested that I alter the delivery method to have movers deliver the boxes. I made a new reservation and received confirmation that the delivery method was changed. I also called to get confirmation from [redacted] that everything I would need for the new delivery method(boxes and trailers) would be made available. She chuckled and assured me that it would. Thursday morning came and my movers attempted to pick up the boxes however there were no double-trailers available as I was assured there would be. They were not available until the next day (friday 08/02/2013). I filed a complaint. [redacted] responded with a 50.00 credit (which never reflected in my account). I had my movers then take the loaded Uboxes to the warehouse. That Monday (08/05/2013) I sent a "Gypsy Moth Form" a form that is need to ship items to California. Verifying that there are no living organisms on items in the Uboxes such as fridges or bicycles (both of which I stated were in the Ubox). That was the last item needed for shipment. I emailed this form to [redacted] on 08/05/2013. Instructed that I wanted to proceed with shipping. Mr. [redacted] assured me the boxes would be shipped out. I missed a call from Mr. [redacted] later that day. I called back to get confirmation there was nothing else I needed to do. He assured me there was not. 08/12/2013, I drove to Los Angeles where the Uboxes were to be shipped. I called to get confirmation on where my boxes were. I was offered two call backs. When I finally received a call back from [redacted] I inquired of where my boxes were. He said he didn't know. I found that odd and expressed my concern. He then stated: "I'm looking at your boxes right now, they're sitting on my dock." I inquired as to why when I was assured they were shipped. He said he didn't know but would start the shipping process. I informed him that I didn't find this to be in good practice and that I was already in LA. [redacted] was very rude to me, he interrupted me and raised his voice to speak over me. I requested a call back from a superior.

I never received a call back from a superior until well into the complaint process. My aunt (who had flown down to help me set up my new apartment along with the rest of my immediate family) had correspondence with [redacted] and [redacted]. After much back and forth my Aunt informed me that [redacted] would be calling me. I had to call uhaul several times to leave messages for a call that was suppose to occur first thing Tuesday morning. One call went particularly sour. I inquired of [redacted] whereabouts when speaking to [redacted] at this location. She informed me: "I am aware of whats going on, [redacted] is not here" I requested a second text to be sent to [redacted] to have her give me the call back I was promised. That request was denied. I informed [redacted] that I was here in Los Angeles with nothing and that I needed to speak with [redacted] and would call back. She stated with a condescending tone: "Well, Ms. [redacted] (she mispronounced my name) you can call back all you want but you are interfering with my schedule and the truckers aren't able to reach me." As I was talking she proceeded to shout: "BYE!" and hung up in my face. I reported this to Corporate. I then received a call from [redacted] who was also rude in that she did not seem responsive to help.

My fridge, clothes, furniture, toiletries etc were on the Uboxes. Myself and my family slept on the floor of my apartment with nothing for a week straight. We bought only what we needed and subsequently had to eat out each night. I did not receive a call back from [redacted] until latter part of the week. When we finally spoke he informed me that we would work out something for the refund and that he was: "leaning towards a full reimbursement". I inquired of all the money I had to spend b/c of their error. He advised me to email him the receipts. When he received them, he didn't want to proceed with a full reimbursement, solely the shipping cost. I informed him that was not okay. He credited back the rental cost for Uhaul services but refused to reimburse me for the money spent on top of that amount.

I will never use Uhaul again and would recommend that others steer far from this location as there is little communication between departments, companies and people. Furthermore, the customer service is severely lacking. Any problems that arise are not handled in a timely nor professional matter.Desired Settlement: [redacted] assured me that he would "work with me" on this issue. The service I expected and paid for was not rendered as it should of been. Subsequently, I was out of over 200.00 of money that I had to spend because of negligence on Uhaul's behalf. Not to mention the way the employees handled the situation over the phone. I believed him to refund me the money I paid for services that were rendered poorly, but also to reimburse me for the funds I had to pay on top of that. He stated that it was "unfair" of him to ask that. However, I feel it is "unfair" of Uhaul to essentially forget to do their job, cost me money, and then not reimburse me for it.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He advised our office he issued Ms. [redacted] a refund for the shipping fee, U-Box rentals and Safemove on both boxes, making a full refund.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International