J.R.J. Tara Corporation

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

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

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

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

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

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The complaint has been resolved.

Regards,

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

Business

Response:

July 2, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

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

Business

Response:

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. He assured our office he addressed the situation with all involved to ensure proper reservation and rental procedures are being followed locally. He relayed he issued a refund for the $11 fuel expense back to Mr. [redacted]’s [redacted] account on June 10th. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

June 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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

Business

Response:

September 5, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Business

Response:

November 29, 2012

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

Business

Response:

September 12, 2012

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

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

Although we strive for 100% satisfaction, there are times we may need to offer other options. Having to offer other options can be due to a number of reasons and include customers not returning equipment on time or the appropriate location, as well as equipment malfunction. Ms. [redacted] sent Mr. [redacted] an email confirming the rate he was charged was correct and also offered her apology for any miscommunication and an adjustment on his rental. She hopes to hear back from him soon.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

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

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

The difference is 184.62-37.06 = $147.56.

I would like a refund of $147.56.

Business

Response:

January 23, 2013

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Business

Response:

November 12, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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

Business

Response:

September 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International