J.R.J. Tara Corporation

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

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

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

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

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

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

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

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

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

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

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

Business

Response:

October 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I live on the [redacted] and we are having trouble with the local branch of U-Haul, which is located one block away on [redacted]. For the last year, this location has increased their fleet beyond the capacity of their lot and have begun parking this excess fleet around the neighborhood. It is not uncommon for U-Haul to park their largest trucks and vans along our streets and in front of our houses for week and months on end.

In addition, many of these vehicles are often left unlocked with their back cabin wide open, which poses a security and health risk to the residents of Hawthorne, in particular the children. I have seen children climbing on and inside of U-haul vehicles, I have also seen transient individuals sleeping inside the backs of these vehicles, and a few short weeks ago, a neighbor was confronted by a naked man, who was hiding behind a vehicle parked on [redacted].

Man of the neighbors have complained, visited the local U-haul branch, and I have called and spoken with the main Philadelphia U-Haul office to formally file a complaint. It seems our measures have caused some change, but U-haul continues to leave their unsightly fleet parked wherever they see fit, at the danger of our neighborhood and the children located within it. What happens when one of the children is confronted by a naked man, or someone who wishes to do them harm? I do not believe this actions would be tolerated in [redacted], and think the same level of neighborhood accountability should be held for the residents of Hawthorne. I would appreciate speaking with someone from your office about how your office could represent the agenda of the voting citizens of Hawthorne.

U-Haul is not acting as a good neighbor. As I write this letter from [redacted], a 40-foot truck is parked in front of my home blocking the street view with two tires parked on the sidewalk. I spoke with someone an hour ago from U-Haul who said they would move it, but it hasn't been moved. I grow tired of these interactions with this unneighborly company, and we the neighbors of S. Philadelphia are at our wits end with the disrespect and lack of care shown by this branch.Desired Settlement: We would like U-Haul to refrain from parking on [redacted] between [redacted] and [redacted] in front of, or across the street from our houses. We would also like U-Haul to stop parking on [redacted] between [redacted] and [redacted]. The neighbors would like this put in formal writing and distributed in our properties with a formal apology from the branch.

Business

Response:

December 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted]’s concerns to our office.

[redacted], our President for our [redacted] regional office, attempted to personally speak to Mr. [redacted] on or about November 20th at his residence but he was not available. He advised our office he will make another attempt to discuss Mr. [redacted]’s concerns and reach a resolution.

Thank you for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: August 31, 2013 I went to U-haul Moving & Storage ([redacted] ###-###-####) to have a hitch put on my 2004 Ford Taurus.

I was given an appointment for Sunday, September 1, 2013 0930 hrs. I had the hitch put on and I bought a bike rack which is the reason for the hitch. I want to be able to transport my mountain bike with me when I go out of town.

Four days after hitch was put on (September 4,2013) my engine light came on. I called POCO Automotive & Tire ([redacted] ###-###-####) , the company that does maintenance on my vehicle and they could not understand what the problem was since they just had my car for an oil service the week before.

I got an appointment for September 30, 2013 and they found damage done to evap hose by trailer hitch was cut. I am going to copy and paste the comments made by POCO personnel to Uhaul claims adjuster ([redacted] email: [redacted]) Claim number-00###-###-#### [redacted]

In the photo's below you can see were the line has been cut and taped with electrical tape. The evaporation canister assembly was not bolted alway and a clip on one of the hoses was broke. The vehicle came in this way. The evaporation canister assembly is next to the fuel tank and hitch in rear of vehicle."

I received a letter from [redacted] Claims Adjuster 1 dated October 13, 2013 stating,"Our investigation reveals no evidence of negligence on the part of the Uhaul or its employees in the incident."

I did not damage my vehicle. I had NO problems whats so ever before having a hitch attached to my 2004 Ford Taurus on September 1, 2013 by U haul of Killeen. I had a professional business inspect and repair my vehicle and they provided Repwest with pictures, as requsted, and a written statement emailed to their email address.

I want U haul to pay for the repairs ($406.40) they caused when they put on a hitch on my vehicle September 1, 2013.Desired Settlement: I want a check for $406.40 to pay for the damages they caused to my 2004 Ford Taurus when they put a hitch on my car September 1, 2013.

Business

Response:

November 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted RepWest Insurance Company to obtain the outcome of Mr. [redacted]’s claim. [redacted], the claims adjuster, advised our office both parties involved have been contacted including the U-Haul location that completed the hitch installation for Mr. [redacted]. Our GM at our U-Haul location relayed that her CSR stated he did not cut any sort of hose near the rear portion of the vehicle. They recalled Mr. [redacted] purchased a bike rack, however, nothing was cut in the process as there was no type of electronics being installed. RepWest spoke to [redacted] who stated they implied the hose may have been cut when the hitch was installed due to the location of the hose in relation to where the hitch was mounted. The allegations were carefully reviewed and the claim was denied. Ms. [redacted] mentioned there are not any hoses on any vehicles that would be affected by installing a hitch and the fact that Mr. [redacted] waited a month before notifying U-Haul and filing a claim was also taken into consideration when reaching a decision.

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.

This email is in response to Uhaul's answer to my initial complaint.

Review: I rented storage unit #[redacted] at the [redacted] facility for two years, beginning November 2011. I recently had my belongings delivered only to find them damaged by moisture, mold and mildew. Tools and kitchen utensils are rusty, clothing is mildewed, etc.

My representative who coordinated the move out of my belongings reported water intrusion to the storage facility and a musty odor.Desired Settlement: Proper repairs to the facility to divert rain water, prevent flooding and mold remediation are in order. I paid $53.20 per month from November 2011 through November 2013. I expect a compromised and reasonable cash/check refund for the rental expense, $1276.80, which does not included the damage/replacement cost for damaged property.

Business

Response:

December 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] an email advising her to file a claim with [redacted] at ###-###-#### for items she feels were damaged while in a U-Haul storage unit. He also provided his email address if Ms. [redacted] had further questions.

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 10' u-haul to be picked up in [redacted]. Once the reservation was made, the u-haul company notified me by phone and said that they only had 20' foot trucks and that there was not any " at all". Naturally, I was concerned about the extra gas I would need because the truck is bigger. I spoke with a woman named [redacted], and she said "that the 20' truck would use the same amount of gas" because and I quote " we would not be filling the whole truck up with our stuff and because of the weight, it would even out and be the same as the 10' truck". So due to [redacted] telling me that the gas would not be an issue we decided to get the 20', against my better wishes... then she tells me that she has a 17' truck in [redacted].. I agreed to pick it up, again, due to [redacted] assuring me that the gas was not an issue. For a 10' u-haul, at the current average gas price in the United States, it would have been around $550 - $600 total.... So I decided to get the 17' foot, and when I get to the u-haul store in [redacted], the man gives me a 20' u-haul. needless to say the frustration has already started. so here are the problems I have and what I expect done, 1. Complete chaos "trying" to get a u-haul. 2. I know there was a 10' somewhere in [redacted] "somewhere" and it could have been delivered to a closer location so I could pick it up. 3. the 20' foot I ended up getting was suppose to get 10 MPG, the entire trip of 2000 miles, it was getting 8 MPG. 4. we ended up using over $1000 dollars in gas and because of the misleading information I was givin by [redacted], me, my wife, and my one year old daughter got stranded in texas because we ran out of gas money and had to borrow from relatives to complete our trip.. Upon returning the u-haul, I stated that I had a problem wit the service of the u-haul company, and the man told me to call the 1800 number if I have complaints.I tried explaining to him that the truck was not driving right and that it would slow down to 30 MPH when going up hills on the interstate, and that I think it has transmission problems because it would not shift into( 4th or 5th gear when I got it in to 4th). the rpms would go all the way to 5000 and would stay there even if I sped up to 95MPH, which at one point I did, trying to get the engine to shift gears... because of all these problems, I wasted a whole lot of gas, and ENTIRELY TOO MUCH MONEY!!!Desired Settlement: I would like to be fully reimbursed for the price of the gas due to the misleading information givin by the employees of the u-haul company, I would like the 20' truck I rented to be inspected to assure that the next customer that rents it dose not have as horrible of an experience " as I did ". and I feel that there has to be better communication between the customer and the u-haul associates and they should be as knowledgeable about the product they are selling as possible... I would consider using u-haul again but if it seemed like I was gonna get the run around as I did this time I would opt to go with another truck service.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our Northern [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She requested he forward his fuel receipts from the U-Haul rental for further review. Ms. Richards explained she would be back in contact with Mr. [redacted] to offer a resolution.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-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 rented a U-Haul truck at the U-Haul - ** location off of [redacted] in [redacted] on May 1st, 2014. At approximately 1:15 pm that day, as I was driving inside of the parking garage, I hit the top of truck on the garage and scraped a hole about two feet in diameter in the roof. I called my [redacted] company as well as U-Haul and their [redacted] company and reported the incident. Through the last week I had been in contact with my auto [redacted] agent, [redacted] of [redacted], sending him pictures and all letters and forms I had received from U-Haul. As far as I knew of today, May 14th, 2014, the matter was being investigated by both [redacted] parties, and I was waiting for adjustment numbers to come in.

At noon today (5-14-14), I tried buying lunch but my debit card was declined. I checked my account and saw U-Haul had deposited $390.43 from my account, over-drafting my checking account, and leaving me in the negative. I had zero knowledge of why this charge occurred, was never notified by U-Haul that this charge was going to be made, and did not authorize the charge. I am to be flying home to Iowa tomorrow morning (5-15-14) at 6 am and I have no cash, no money in my checking account, and after spending the last four hours trying to save myself, I have found that no one at U-Haul wants responsibility to help me with a terrible inconvenience they have created for me.

I spent two and half hours on the phone with U-Haul trying to understand why the charge had been made. I was told that the charge was for half of the damages to the truck. I understand that the accident was my fault, but the incident had just happened, the [redacted] process had just begun and U-Haul and [redacted] had not even contacted each other. I WAS NOT TOLD I WAS GOING TO BE CHARGED $390.43 AND NEVER AUTHORIZED THE PAYMENT. I was not treated with respect on the phone with U-Haul, especially when I contacted the office where I rented the truck from. I was sent in TWO loops over the phone trying to find someone who could help me figure out why I was charged. No one seemed to have an answer or mind the circumstances they put me in. I just kept getting transferred to another operator where I would have to repeat the story.

I finally got connected with [redacted] in the billing department at U-Haul and she was able to help me a little bit. She actually listened to my story and what happened, wrote up a report for me and agreed with me that the charge should not have happened and she apologized repeatedly. She explained that at least three weeks time should be given before I am contacted about damages so there was time for adjustments and was quite confused as to why I was charged without the [redacted] companies exchanging information at all. She could not, however, debit my money back to me. The best she said she could do is file the report and then told me someone would be calling me within the next three business days, still leaving me without any money, furiously angry, and hopeless that I'm going to get helped before financial problematic situations arise.

My bank let me know that there is nothing they can immediately do because I used a debit card to purchase the truck and have kept my card number to charge me for damages WHICH I NEVER AUTHORIZED OR SIGNED FOR. U-Haul did let me know on the phone, however, that if I did try and put money into my checking account, U-Haul would automatically pull the money out until the final bill of $845.05 is paid in full, so transferring money from a family member into my checking account won't work unless the amount is over $500 to cover the full charge and overdraft fee and that just gets me back to $0.

After all that has happened today, through all the conversations with U-Haul, A BUSINESS THAT YOU RATE AS AN A+ BUSINESS, I am starving, completely flat broke, can't drive anywhere, am supposed to be at the airport at 5 am tomorrow morning, and most importantly, I do not have any answers as to when, how or if I will be getting my money back from U-Haul.Desired Settlement: I am desperate. Currently I have no idea what to do. I am starving and assume I'll have to ask for money from friends I barely know and just met.

I need the $390.43 debited back to the debit card it was charged on immediately as that is all the money I have to my name as well as some school loan payments that will be trying to pull from the account.

If I do not receive my money from U-Haul tomorrow (5-15-14), I plan to sue U-Haul for the work I missed this afternoon, the time ahead of me spent without any money and the nightmare of day they put me through today.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our South Austin regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. He acknowledged he is aware he is responsible for the damage done to the U-Haul truck. Ms. Martinez issued a refund for the damage charge in the amount of $390.43 on June 10th back to his [redacted] account and advised Mr. [redacted] he would be notified what he owes for the damage when the claim is resolved through RepWest [redacted] Company.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 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: UHaul recently purchased a storage facility that I've used for over 5yrs. Despite numerous emails and phone calls before, during, and after billing, I've been overcharged and wrongfully charged late fees. I've endured phone calls lasting 1-2hrs almost daily for the past week trying to prevent and then to correct the misdeeds. I've been promised resolution by several employees in various administrative levels, but the problems continue to escalate and my funds have been unjustifiably impounded. Were I to have use of the portion of UHaul's $3.6 B assets equal to that which they've taken from me, I'd have $9,706,154 to invest right now.Desired Settlement: I'd like my money refunded and restitution awarded to compensate for the expropriation of my money and UHaul's endless broken promises to return it to me.

Business

Response:

July 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Metro [redacted] and the East [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. A refund for two late fees of $10 and another for $15.80 were issued. Ms. [redacted] verified all the information on her account. As we value Ms. [redacted] as a customer, Ms. [redacted] also sent her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a uhaul truck on June 30th, 2014. I had rented a 17" truck for a 9am pickup time at 20th and [redacted] st in [redacted]. A rep from that location called me on the 29th to confirm my reservation with me. On the 30th, I went online to do an express check-in and realized my reservation had been changed to a 11am pickup with a 26' truck. I called Uhaul 3x to adjust the reservation due to the fact that a 26' truck would not fit down my tiny street. The customer service rep told me that no reservations were guarenteed and that I was given a complimentary upgrade. I told him that if I would have been informed about the change the day before when the rep had called to confirm the reservation I could have tried to adjust it then, Not now when all of my items are sitting on the sidewalk ready to be loaded. Each rep, Since I had to call 3x, Told me someone would call me back, but no one did. So at 10:30am I went to the location on 20th and [redacted] st where [redacted] is the manager. He was very rude and disresptful stating that I was unappreciative of the upgrade and that I shouldn't be upset. Finally I just left since [redacted] was doing nothing to help me get a truck that could fit down my street.

Skip ahead to the return of my rental.

I had the rental reserved from the 30th-2nd at 11am. However on the 1st around 9:30 am I receive a call for the [redacted] location with the owner screaming at me to return my rental right away since he has a customer that is going to need it. He demanded that I unload the rest of the truck and return it as soon as I could since it was due now! At the time, I was the only one home and able to unload the tuck (mind you I'm a 120lb, short, girl) but I did it. I returned the truck to him around 3pm on the 1st. The owner then refused to go to the truck with me to inspect it and make sure no damage had been done, refused to give me a receipt, and then walked away without another word and wouldn't come back. Once my boyfriend got home wit the paperwork from out rental contract, I looked over our receipt and sure enough I DID have the rental till 11am the following day.

I called Uhaul that night and filed my complaint with them concerning the amount I was being charged since I was forced to return the Uhaul a day earlier than I wanted and the horrible customer service I had received from the manager [redacted] at 20th and [redacted]. Since that inital call I have called about 10+ times and only received one phone call back. Since each property apparently has to directly deal with my complaint no one at customer service can handle my issue, so I am always told that I will get a call. I did get a call for a [redacted], from the 20th and [redacted] location, who said he was going to issue a $50 credit to my account, Which is still not in my account. I have tried to contact him as well mulitple times, and he won't return my call.

ALSO DO NOT HAVE ROBERT MALLOY FROM 12TH STREET RENTAL CALL ME! I DIDNT HAVE AN ISSUE WITH HIS LOCATION (WHERE I ACTUALLY GOT MY RENTAL) MY ISSUES ARE FROM THE ABOVE NOTED LOCATIONS!Desired Settlement: First I would just like to have someone call me that is going to be able to actually fix the issue, Not someone that is going to relay the message because that isn't happening. Also I would like a credit back to my account for the $50 that [redacted] said he was going to issue and from the [redacted] location due to the horrible service and demanding I return the truck back early

Business

Response:

August 12, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted]. [redacted] the Area Field Manager over the [redacted] dealer spoke to Ms. Litle on 8/6. [redacted] informed [redacted] he would refund $75.00 to her [redacted] card because of her difficult experience with her rental.

Our customer 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 March 19, 2014, I purchased an Easy Pak Box Kit, in preparation for a move. The kit contains multiple small and medium boxes, each box clearly marked: "100% Buy Back Guarantee of Unused Boxes with Receipt."Long story short, they refused to buy back the boxes, despite the fact that they were unused and I had the receipt, stating that the Easy Pak Box Kit isn't part of the guarantee.Minimally, this is deceptive advertising, and at worst, they are guilty of fraud. Nowhere in their materials does it say that the Easy Pak isn't part of the guarantee, it isn't on the receipt, they did not tell me that at time of purchase; furthermore, each box in the Pak is marked with the guarantee.

Account_Number: [redacted]Desired Settlement: Refund

I want U-Haul to buy back the unused boxes as advertised. Additionally, if going forward they plan to exclude the Easy Pak in the guarantee, they need signage to indicate that so they don't rip off anyone else.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Arizona regional office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] requesting a call back. In addition to a refund, he would like to offer Mr. [redacted] a VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. He hopes to receive a return call soon.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

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

Regards,

Business

Response:

September 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: On the 6/18/2014 I took my Toyota Sienna 2006 over U-haul on Caldwell Blvd, Nampa, ID to install a break controller and a transmission cooler. The contract number is [redacted]. I dropped the car at 0700 hour because I had to work that day. In the same day I called around 1600 hours after work and I have been told by one of the U-haul employee that the car is not ready and they need at least one more hour. I went to pick up the car around 1845 hours. At the time when I got my car I saw 2 things: First when I started the engine I heard a noise under the hood. I checked to see what is it and I discover that the power steering fluid was low. Second, I saw in front left inner fender a hole around 3x 7. Seemed like the tire rubbed against the inner fender and melted. I asked one of the employees that was present at that time what happened. The answer was: I dont know what happened they prep the car for me. Next day I called several times to talk with the manager regarding the damage to the front left inner fender. I got all kind of answer such as; the manager is not on line, will be in later, or he will not be at work today. On the last phone call with the customer service I have been transferred to the claiming department. I explained to the claiming department what my problem was and I have been told that will take 2-3 business days to take care of my problem.Few days later I got an email from from [redacted] Insurance Company that handles claims on behalf of U-Haul. I emailed back my info and attached some pictures of the damage on Sienna 2006. After few days I received another email with a list of requirements to process the claim. I contact [redacted] Insurance Company to ###-###-#### and I asked about the list. The answer was that they have everything to process the claim # [redacted]. After more than a week I called to ask about the status of the claim. The answer was that the claim was denied and they dont see the connection between the damage and the service provided by U-haul. Also, they stated that I need to provide a statement with facts signed by witnesses regarding the damage.In the same day I called customer services and they emailed to General Manager of U-haul store where I had my car for service all my info with the request to call me back. I did not receive any phone calls from the manager for more than a week. I drove to the U-haul store and I got hold of the manager. I asked the manager if he got the email from the customer services. The answer was he did not get any messages or emails regarding my problem. I explained the situation and he told me that he will look into my case. He did not call me back yet.Desired Settlement: The fluid to the power steering and transmission was an easy fix, I bought the fluids and I added what was needed. My main concern is the front left inner fender. I tried to be reasonable and I told to the manager if they order the part will be cheaper for them to replace the fender then to take the car to a body shop. Another thing that I mentioned to the manager was if they do not want to replace the inner fender to give me a report about the damage, that way the claiming department will be able to take care of the damage. Either way I did not get any answer yet. I took the car for service on 6/18/2014 and I picked up the car in the same day with a hole in inner fender.

Business

Response:

August 26, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Idaho Regional Office, followed up on the information Mr. [redacted] provided. She informed our office [redacted] Insurance Company reviewed all the photos submitted by Mr. [redacted]. Upon their investigation, the damage does not show connection in having transmission cooler or brake controller. The damage was under the bumper. Further research showed no employee caused the damages to Mr. [redacted]’s vehicle while on the U-Haul lot.

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.

They don't see the connections between the transmission cooler and a break controller! My next question is how the access the radiator to mount the cooler? definitely underneath. The damage did not take place in U-Haul parking lot, most likely the damage was done in U-Haul shop where the transmission cooler was mounted. I think my mistake was that I should not pick up the car that night, but I did it because this is the only car that my wife and kids needed next day. The customer service explained to me that is not a problem and they will take care of that in 2-3 business days. As you can see the way how they handled the case is in there advantage not in mine.

Regards,

Business

Response:

September 11, 2014

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 Idaho Regional Office, reviewed the recent comments from Mr. [redacted] and relayed the information she received after the situation was investigated by [redacted] Insurance Company:

Damages claimed to the wheel well are in an area that we would not have been near during the installation of the transmission cooler or brake controller and is consistent with a high speed rubbing or road debris against the plastic wheel well area. There is no indication or proof this was caused by U-Haul and the damages appear to be unrelated to any work done by U-Haul.

Please be advised 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: I am writing this story in hopes that SOMEONE at Uhaul will care enough to do something about their outrageous and dangerous business practices that cost me a lot of time and money, but could've also cost me my life. I rented a 6ft x 12 ft trailer to tow my belongings from [redacted] to [redacted]. They charged me $446.65 for a Trailer (when I moved from the exact same place in ** to ** 3 months earlier they only charged me $168) for a one way rental. I picked up the trailer, paid movers $195 to load the trailer, then I started on my 687 mile 11 hour journey. Within 25 miles I hear loud squeaking coming from the rear wheel of the trailer, and the trailer would shake whenever I tried to stop. I found a rest stop and looked at the wheel on the trailer and it was SMOKING. I called Uhaul and they said they would dispatch Roadside Assistance. After waiting for 2 hours, Roadside Assistance shows up (NOT Uhaul, 3rd party tow company) and after jacking up the trailer, removing the wheel, and removing the wheel drum, the brake system LITERALLY FELL OUT IN PIECES. (PICTURES ARE ATTACHED) The brake pads were so worn that that are nothing left (Pic 1) and the braking system springs and bearing were so worn that they are disfigured and in pieces (Pic 2). THIS IS WHAT I PAID $446 FOR??? The Tow service guy told me that this was complete negligence on Uhaul's part, they clearly did not look over the equipment prior to re-rental, and if I would've continued to drive on this it could've very well caused the wheel to fall off and RISK MY LIFE. So I had to drive to the closest Uhaul, pick up another trailer, and in the Uhaul parking lot unload the ENTIRE TRAILER and RELOAD THE NEW ONE BY MYSELF!This took another 4 hours, almost 8 hours total. I then had to get a hotel ($220) and start my journey again the next day. Again, look at the PICTURES of the parts of this trailer. How can Uhaul rent out machinery in this type of condition?? NO CONTRACT PROTECTS A COMPANY FROM NEGLIGENCE. I have repeatedly called and tried to get some sort of refund considering this cost me more time. effort, and money than I could even calculate, but they won't even return my calls. I even got the cell phone number of Uhaul CEO [redacted] and have left him 3 different voicemails and he has never responded or had anyone else respond. This faulty equipment could've killed me, and they won't even refund my money??? I will not stop until Uhaul is held accountable for the money, time, and effort that this has caused. If anyone has any information that could help, please reach out to me and let me know. My next email is to Local News? Stations if I cannot get help.Desired Settlement: Refund the rental charge of $446. 65.

Business

Response:

January 6, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Vice President for U-Haul International, contacted [redacted] and addressed his concerns. A check for $923 was issued to [redacted] for a refund on his rental. He should receive the check within 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,[redacted]

Executive AssistantU-Haul International

Review: The company automatically withdraws my monthly payment. For December they withdrew 12 times instead of 3. They overdrew by 830 dollars. My account is now in the negative and every time they call they say it will be refunded in 24-48 hours. Unfortunately, that was 5 days ago. I have no money for food or gas to get to work. I forgot how good ketchup on crackers tasted, so I guess I should be thanking them for that. Also, I am currently catching overdraft fees on my account because of this. They have lied to me, saying that they issued the refund but my bank is not releasing the fees. I feel, overall, mislead and mistreated.Desired Settlement: I would like the overdraw refund, and a refund for overdraft fees. Also, if this is not refunded within 24 hours, I would like compensation for missed work as I no longer have a means to get to work.

Business

Response:

January 6, 2015Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided. She informed our office that appropriate refunds were issued back to [redacted] credit card and they are currently waiting to hear back from [redacted] to confirm NSF fees.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 had reserved a U-hual trailer from the the location that is provided and upon picking up the trailer I was told that they rented out all of the trailers that day and I could either rent a box truck or go elsewhere. I had made my reservation via phone a few days prior so I felt as though this was a mistake on their end. Upon entering the store and inquiring about my trailer, I was informed that none were available to leave the state and my only option at that point was to rent a U-hual truck that would end up costing me an extra $1,000.00 plus gas for my move. My move did not require that much space and I surely wasn't happy to spend that money but I was told that was my only option. After my move I contacted the store and corporation and have been in contact with the manager of the store and she has told me that my reservation never existed and that her employees must have been "lazy that day" because in fact there were 12 trailers that were able to leave the state. So due to the stores laziness I had to spend over ONE THOUSAND dollars more than what I was originally quoted. I have still been in contact with the manager and she has stated that she doesn't understand why I am asking for the difference to be refunded to me. I told her that regardless if my reservation got mixed up somehow, I should have been able to rent one on the 12 remaining trailers. She keeps dismissing my complaint and is negating my side of the story. I'm not sure why I would have paid so much extra money if there was a trailer ready and available for someone to use. I have used U-haul in the past and have had outstanding customer service and have never had any issues with them or their employees. The one and only time an issue arises I am told that I am at fault and that I never had a reservation in the first place and that upon entering the store I only inquired about a box truck and not a trailer. In my opinion this is terrible customer service and I am extremely upset with how U-hual is handling this matter.Desired Settlement: I would like to be reimbursed for the difference of what I was forced to pay. I was quoted a trailer for around $350.00/$400.00 and ended up paying a total of $1,331.13 plus gas to fill up a huge box truck that I did not require for my move. I feel like asking for the difference is acceptable and should be given back to me due to their lack of customer service.

Business

Response:

January 5, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained he was unable to verify the information she relayed and that a refund would not be issued. We had provided Ms. [redacted] what she had requested.

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.

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

Regards,

[redacted] I am not satisfied with the way U haul has chose to deal with my complaint. They are stating that I was never given a price quote even though I have the email to prove it. I was told that they would review audio footage that was recorded of me when entering the store property, they have not done it. I keep being told that my side of the story has been falsified and there is nothing they can do to prove that I did in fact inquire about a trailer. They have told me that they have absolutely no record of me calling the store or no record of the price quote. Im unsure how all this info has been erased from the system but as I stated above, I have the emails to prove it. So as of now, this complaint has not been settled and I have no problem taking the next step to insure that my money be rightfully refunded to me.

Business

Response:

January 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Central Indiana Regional Office, reviewed Ms. [redacted]’s recent comments to your office. He spoke to Ms. [redacted] after doing a great deal of research on her transaction. He relayed he would not have seen the quote due to the fact he was researching for a reservation. He specifically asked if anyone asked her for her hitch information on her 2008 or 2009 Pontiac G3 she was driving, which he stated would not pull a 6x12 U-Haul trailer. She replied she was renting a pick up from [redacted] to tow the trailer. Mr. [redacted] asked how was she able to supply the hitch information to make a reservation and Ms. [redacted] explained she received the information from [redacted]. Mr. [redacted] called [redacted] and was informed they do not rent any vehicles with hitches for towing and do not rent pick up trucks one-way. He did view the security video at our U-Haul location, which showed that her Pontiac was driven to the Lafayette U-Haul location. She spoke to our GM and asked for a 14' U-Haul truck. He did not have one but our West Washington St. location did. We made the reservation and she left and went directly to that location and rented the truck. Both U-Haul locations had at least 5 or more 6x12 trailers. Mr. [redacted] advised our office that with all the above considered, he concluded Ms. [redacted] was trying to rent a trailer but she did not have a vehicle capable to tow. He called Ms. [redacted] and left her a message on what he found from his research and relayed he cannot verify the information she gave. He still believes she was served and given what she requested.

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: 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

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: 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