J.R.J. Tara Corporation

Review: I reserved a 9 ft cargo van from this dealer for pickup the evening of 1/17/2015. At time of pickup it was dark, I walked around van to check for damages. All looked ok. We loaded the van Sunday 1/18/2015 and left for a 2 1/2 hour trip. At a rest stop on the NYS Thruway we noticed that the rear 2 tires were 90 % bald. After arriving at my destination I called the dealer that I rented it from and told him about the tires and asked if we could go to a local UHaul dealer to get better tires or another van to return back to our pick up location. His rely was "no, the vans are registered in Arizona and didn't need inspections". I took pictures of the tires and license plate of the van. It began to snow and it took my son-in-laws 5 1/2 hours to get home. I posted a compliant to UHaul and a couple of days later I received a call from a UHaul "inspecter". He stated that the tires were perfectly good and accused us of complaining for the purpose of getting a free rental. Even after I texted him the pictures he stuck with us trying to get a free rental.I explained that I was not attempting to get anything for free but was very concerned that UHaul would place customers at risk. I continue to be upset at UHaul for placing my family in a unsafe vehicle. I have van pictures if anyone would like to see them. I WILL NEVER RENT FROM UHAUL AGAIN.Desired Settlement: Have someone tell the truth and acknowledge that someone at the dealer changed tires once the van was back in their possession. It would be nice if I received an apology from UHAUL for accusing me of lieing about the tires and accusing me for doing this for a refund. It's all about trusting a company to provide a safe vehicle to customers.

Business

Response:

February 4, 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 Lower Hudson Valley Regional Office, followed up on the information Mr. [redacted] provided. She advised our office when Mr. [redacted]’s concerns were initially brought to their attention, our Area Field Manager went to the U-Haul Dealership to check the tires as well as took photos. Our Area Field Manager relayed that the tires in the pictures Mr. [redacted] took did not match what is actually on the U-Haul van. Ms. [redacted] also pointed out that the bumper on the vehicle in Mr. [redacted]’s photo appears to be white. The bumper on the U-Haul van is black. The van is a new vehicle with only 8,173 miles at time of rental. Mr. [redacted] drove 298 miles. The tires are in perfect condition. Our Area Field Manager explained all this to Mr. [redacted] in a professional manner without any implications.

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.

After reading U-Haul's I am still confused as to why they put my family in a unhealthy situation.In their response they made mention that the van that they were looking at had a white bumper and the picture that I text to their representative had a black bumper. I compared the equipment number BE [redacted] that's on the black bumper and the License plate number [redacted] AZ are the same as on my contract.It's hard to not suggest that the equipment the investigator was looking at was not the Van that I rented. I would like someone at the corporate level review the pictures that I texted to the investigator.I hope that the next response would be more accurate than the one I just read. If this is not resolved I will find other outlets that I can take this issue to.

Regards,

Business

Response:

February 11, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our Area Field Manager for our Lower Hudson Valley Regional Office followed up on the recent information Mr. [redacted] relayed to your office. He personally went to our U-Haul location to check the tires on the U-Haul vehicle Mr. [redacted] rented. He assured our office the tires on the van have not been changed and are in perfect condition. 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

I am moving from small community in the Interior of BC to the Lower Mainland and reserved a 10' truck and a trailer to pull my car for July 22,2013. The "manager" told me that there is no truck available at the drop off location at that time. Fair enough I thought because I do live in a small community. He proceeded to offer me a 14' truck and trailer to be picked up in the larger town 126 km south. That meant I am being bullied into spending extra money on a)gas and mileage - to pick up the truck, b)my time - it will take me 3hours to get there and back. The manager displayed no sympathy or understanding what so ever for my situation. The best he could do was to offer me 100 free kilometers. I had to fight with him to give me 250km and I am still out gas money. I am sure I am not the only one who this has been happening to. I do not recommend this company. I am still fuming having to listen to a green kid with a manager title who gives me the run-a-round all because of the almighty buck!!!

I've left a review before... And I'd like to leave another, again, negative. It's been about 8 months since I attempted to get resolution from Uhaul regarding most of our items being damaged during our move. That woman who responds to each comment saying she wants to help? Has never contacted me. Even when I sent her an email about a month after she said she would... No response. I feel the reviewers here should know that. Not only was uhaul no help at all in resolving our complaint, the woman supposedly "helping" never even got into contact.

I continue to be vocal against uhaul with any and all friends moving, both in state and out of state. And those friends have passed on our story to their friends... I hope word keeps spreading regarding Uhaul's crooked policies.

I emailed them also, and told them I didn't care if I heard back from them unless they wanted to give me a full refund. Here is our story (unfortunately) from Sunday and yesterday (Store # [redacted]/Order # [redacted]/ )

(I have also emailed their CEO - supposedly).

What we expected to start out as a total of maybe $80.00, later turned into (our suprise) $196.00. We also were told that they would have a hold on the card of $125.00 and that the difference would be refunded - but the card would not be charged until truck brought back. we immediately checked account and that money was literally on hold in the account at the bank, which means it was not available and my son had $10.00 balance in his account (I was transferring money from my account to his - three times) to cover the cost of this rental.

We went to pick up the truck Sunday at 4, and it was supposed to be for 24 hours, due back on Monday at 4 pm. I asked "[redacted]" in the store - [redacted] what happens if they are a couple hours late, will we be charged for a full day or just hours or, ??????? (just trying to plan to make sure we have the funds for this rental). [redacted] responds, "oh no mam we don't work like that because we understand that things happen when people move and we allow for that. As long as you have the truck back in here by tomorrow morning, and you can put the keys right over there in that slot we will not charge you at all". I'm thinking wow this nice young man really cares about customer service (noted) and silly me - I believed his word. IMAGINE our suprise when he takes the truck back yesterday at 6:30 (2.5 hours late) and he calls me from UHaul and he says I am about to blow my stack. They wanted to charge him a total of $196.00. I said oh no let me talk to them. THe first question I got asked was who did you talk to yesterday then? I said who's name is on my paperwork from yesterday!!!!!!!!!!! "Oh [redacted]". I was told 20 times - I'm sorry mam there's nothing we can do, and [redacted] is not here and we cannot waive it." I think the only reason they told me 20 times I"m sorry was to shut me up and get me off the phone because now they were going to be charging his card an additional 60 or 70 dollars at this point and I am flipping out because I am sure he is going to end up with an overdraft on his account and that costs an additional $30? AND he said he took it back with more gas in it than it originally had in it when we picked it up but we obviously got no credit for that. So I hung up from them and they gave me their store number and told me to call the 1800 Uhaul number and so I did (twice) and I got them to finally say they would waive the $52.00 - whatever that was for - but now the problem

is he can't use that money until the bank releases it - and that may be another 2-3 days. This kid has to live and does not get paid until Thursday and these people are screwing with his bank account and I do not like it at all.

And we have no clue how much we ended up paying for the truck (total) - how much they charged us and we still have to live with the worry of an overdraft fee (and an additional 30 that he doesn't have!)

I have NEVER rented a truck and I will NEVER use UHAUL AGAIN even if I do rent a truck.

I will not give them good reference either.

What could have been a really good customer service experience turned out to be MY WORST.

[redacted]( U-Haul)
I wouldn't even give this place one star!!!!! they are thieves at this location! I called 4 times to get a hold of a manger and they kept telling me, they would give me a call back! when I picked up the truck I had missing pads from the back of the truck, but when I went to return the truck I got charged for the missing pads that wasn't even in there in the first place. just because someone didn't do there job and was lazy, I get charged for it!! workers are rude and management sucks!! I wouldn't recommend anyone to go to this location!!

Review: After placing a reservation on uhaul.com for a van rental, I went to the designated location at the correct time for the reservation. When I got there, the storage facility where the van was reserved was not open. Apparently, they were no longer operating on Sundays, and this was a Sunday. I called both the call center for the storage space to make sure and see if someone would be available (which they were not), and called Uhaul to let them know the web site's mistake. I was on the phone for over an hour, and by the time they got back to me they offered me another van which would have been over half an hour away from where I was. Since these things get charged per mile, and I had already wasted over an hour on the phone, I declined and said I would just wait until next weekend. The customer service rep quickly got off the phone. Upon returning home I saw that there was a reservation guarantee. This states "Your U-Haul reservation is guaranteed!You will get the equipment, location and pickup time that you agreed to or we'll give you $50."I wrote in, again from the uhaul.com site, inquiring about this guarantee, and why it was not offered to me previously. I got this phone message today: "I'm calling concerning your customer service form about the reservation guarantee. Because you made and scheduled your reservation, and you notified us the location was closed, and we found you another location, you're not reservation guaranteed eligible. We never SAW your reservation, because once you've scheduled it it is scheduled, and it is where it needs to be. Unfortunate, but it is YOUR mistake and we found you another location."I did NOT get the equipment at the location and pickup time that I agreed to, so I think I do qualify. Pushing that kind of mistake on the customer is terrible service.Desired Settlement: I would like to first let others know of the poor customer service. Secondly, I would either like them to honor the guarantee policy. I wasted my day waiting to pick up my uhaul, and now I don't have furniture in my new home and won't for another week.

Business

Response:

August 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Raleigh, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was notified of a refund for the $50.00 Reservation Guarantee Fee back to her Visa account. The credit should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and agree that yes this did happen. The issue has now been resolved. Thank you for helping me in this matter.

Regards,

Review: On July 31, 2012 I reserved use of a car from UHaul through their UCar Share program in Salt Lake City, UT. When I tried to get into the vehicle, the numbers were not going through so I called the company (after having to locate a phone) and they gave me a new number to try. I still could not get into the vehicle so went home (on the phone, I told the man it was too difficult to find the phone and it would be several hours before I could call again in case I could not get into the car. He said that was fine).When I called UCar Share that night, I was assured I would not be charged, the information of my complaint would be immediately sent to the manager and I would be contacted that night. I was not called. The next time I called, I was again assured that my information would get to a manager and the charge would not go through. Unfortunately, I have been charged for use of the vehicle (and it said I used it, which is not true as I couldn't even get the door open!!). I have put a dispute through my credit card company(and they are not requiring me to pay the bill while they work on the dispute) and no phone calls to anyone at UHaul/Ucar Share will resolve this problem. I want my money back, my account removed from UCar Share and no more dealings with this horrible company!Desired Settlement: I want the amount charged to me ($15.64) returned to me through the payment I used to reserve the car. I want my account removed from this company permanently. I also want an apology for the worst customer service I have ever experienced in my life.

Business

Response:

August 31, 2012

Thank you for your concern for our customer.

Ms. [redacted], a Senior Customer Service Agent, followed up on the information Ms. Consumer provided. She spoke to our U-Car Share Department and was informed that Ms. Consumer will be given a full refund for the rental. As we value a customer, she was also sent 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 U-Car Share Department mentioned that our system was being improved to be able to detect a dead battery, which will alleviate the problem Ms. Consumer experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is correct, though not true. I want to mention that the certificate was refused by me (which, at the time, was made as an offer of $25 not $20) as I plan to remove myself from the Ucar Share program, due to this and other problems I have had with the company. Please make a note of this on your website should other customers wish to know that Ucar Share is not entirely honest. I will wait until for the business to perform the action of accepting the resolution and, if it does, will consider this complaint resolved.

Sincerely,

Review: On 10/29/12, I ordered (online #[redacted]) a 20 ft U-haul truck (to be picked up at 9 am in [redacted], AR on 11/3) to move relatives from [redacted], ** to[redacted],**, 275 miles. On the evening of 11/2, (4 hours into my trip to [redacted]) I received a call from U-Haul to tell me that the only truck available would be a 17 ft. I told them that was unacceptable. I was told they had no larger trucks in a 75 mile radius of [redacted]. I was told that if I accepted the truck and was unable to load everything, then U-haul would take care of me. All I had to do was call into their traffic or dispatch, *-[redacted]-Go Uhaul. They also said I could get a tow behind trailer. The tow was too small. After loading the truck, I had half of a bedroom left in the house to pack up. I called *-[redacted]-Go Uhaul and was told that I had already accepted the change to a shorter truck. I was polite as I told their representative what I had been promised.

Because they had not contacted me when they realized they could not fill my order until I was almost to [redacted], I now have to make a second 550 mile round trip visit to [redacted],**, rent another truck, and load out the rest of my aunt’s home.

My call was forwarded to a district manager, [redacted], who told me I could not "get a truck for free." After much discussion, I was promised a $150 discount on my next order. She then asked what size truck I would need and when I planned to go back to [redacted] for my aunt's things. I told her it looked like we would be going back on 12/1, but nothing was concrete. She promised to email a VIP voucher confirmation of our conversation.

When I got home, I checked my email. Sure enough, there was an email from Ms. [redacted], but it had no content, just her signature line with contact info. I replied to the email on 11/6 telling her that her original message was empty and requested she resend the information. I called over the next few days and got no reply. I replied to her email again on the 27th, called again and got no reply.

Today (11/30) I got a call from U-Haul in [redacted],**, asking what time to expect me to pick up my 14 ft truck. I was furious because they hadn’t contacted me to let me know what was going on. I’ve been trying to contact Ms. [redacted] for 4 weeks with no replies from her or anyone else. I called *-[redacted]-Go Uhaul this morning and after speaking with 2 other people, I was finally transferred to Ms. [redacted], who was Oh-so-happy-to-be-of-service to me. She told me that she had applied a $150 VIP credit to my order for 12/1 and that the truck would be waiting for me. I’m not unhappy that I now have a truck available for me, but I wish they had contacted me before now, sometime during the last 4 weeks! I had wanted a return of my calls and emails. None of that happened. Instead a truck was ordered for me, a credit of $150 was applied, but no one told me that.

I am now packing for a trip for which I am unprepared because I was still waiting for Ms. [redacted] to return my calls and e-mails. Because U-haul again chose not to contact me until it was too late to do anything differently, I now have to go tomorrow. The original truck I ordered would have worked for my move a month ago, but no, I have to be out the expenses of a second weekend move: $227 truck rental, around $200 in fuel, travel meals and 15 hours of my time wasted.Desired Settlement: I would like an apology from U-Haul for wasting my time, and would recommend they institute policy that would prevent this type of problem in the future. U-Haul needs to contact their customers when they realize a problem has occurred and contact them with enough advance notice so the customer can make other arrangements. They also need reply to customer calls and email instead of ignoring them for 4 weeks.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Our records indicate Mr.

[redacted] was sent a VIP Certificate for $150.00 that can be used toward

a future purchase or rental on the many products and services U-Haul

has to offer. Please be assured we have forwarded the information

Mr. [redacted] provided to our Regional Office responsible for further

follow up and to ensure our customers are receiving the quality of

service they have come to expect and deserve from U-Haul. We

appreciate Mr. [redacted]'s feedback.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Although U-haul did issue the VIP $150.00, my complaint is that their VIP for another rental did not address the fact that I would have an additional weekend of moving furniture left behind because they gave me a shorter truck than I had ordered. If they had contacted me with sufficient time to change my plans, I would have waited until a longer truck was available. Instead they waited until the evening before I was to pick up the truck. I was almost to [redacted], ** when I was called. This 5 hour drive, 10 hour round trip move had to be done a second time because U-haul didn’t see fit to call me earlier.

The second complaint, that caused me to contact the Revdex.com, was caused by the U-Haul agent, [redacted]. I called to express my frustration at having to do this trip again. She listened and told me about the VIP coupon and promised to email it me. I got a blank email with only her contact information. I replied to it stating it was blank and asked her to re-send. She did not reply. I sent another email to her with no reply and I left voice messages for her. Almost a month passed and she did not reply to any of my messages.

I finally got a phone call from U-Haul [redacted] on Nov. 30th to confirm my truck rental for Dec. 1st. I had no previous contact from U-Haul and no clue that a truck had been ordered for me. I am frustrated because U-Haul felt so little for me as a customer that they would not reply to my calls or emails and that they would have the nerve to schedule a truck for me without contacting me first.

Their lack of concern for me added more money to their bottom line because I had to rent another truck from them or lose their VIP money. I had to go back and get the remaining furniture because they shorted me on the first rental, wasted my time and ignored my calls for help.

Regards,

Business

Response:

December 24, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of **, reviewed the information Mr.

[redacted] provided. He advised our office that Mr. [redacted] was informed

of our policy for one-way rentals at the time of his reservation. He

was informed that the day prior to the rental he would receive a

phone call confirming the pick up time and location before 6:00 pm

and he did not have an issue with the policy at that time. Mr. [redacted]

went on to explain we have a policy in place for when unfortunate

things happen and the equipment becomes unavailable. This did happen

with Mr. [redacted] and Mr. [redacted] assured our office they contacted Mr.

[redacted] to make arrangements as per our policy. Mr. [redacted] explained

they have spoken to Mr. [redacted] several times about this matter and

during the conversation they agreed to give him a VIP Certificate for

$150.00 and set up a new reservation for December 1st so

he could complete his move. The feedback was that Mr. [redacted] was in

agreement with this resolution offered by our Traffic Manager, Tonya

[redacted]. On November 30th Mr. [redacted] called to voice a

complaint about receiving a blank email when the VIP was emailed.

The email with the Certificate was resent to his confirmed email

address. Mr. [redacted] stated they have tried to work with Mr. [redacted]

but at this point have not been able to reach a reasonable agreement.

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:

Again, I am stating that I received no phone call or email after the first blank email. I left messages and email with [redacted] and no one contacted me until Novemver 30 when U-Haul's [redacted], ** store called to confirm my pick up on 12/1. The complaint is that they did not return my messages for over a month.

Business

Response:

January 2, 2013

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

Mr. [redacted], our President for the U-Haul Company of **, reviewed the information Mr. [redacted] provided and contacted him by phone. He informed our office they were able to reach a more amicable resolution. Mr. [redacted] sent Mr. [redacted] another $150 VIP Certificate. Mr. [redacted] relayed that he would use U-Haul in the future.

Thank you again for your concern 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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We placed an order on UHaul.com for a 26' truck for 12/15 at 10 am for an in-town move for 39.99 plus mileage. We were contacted and asked to travel to another city to pick the truck up and for our trouble, we would receive the truck for a $50 flat rate; we accepted. We were then contacted again and told that the business that had the truck was not open on Saturday so we would need to go Friday at closing time,but would not be charged for the extra day. This created a bit of a problem for us timing wise, but we made it work. Upon arriving at said location, they tried to charge us for two days and mileage on top. After 40 minutes of working the phones, we finally spoke to a manager that helped us get everything straightened out. We were then told by her (the manager) to leave everything in the truck upon drop-off since it would be after the business closed on Saturday. I repeated the instructions to her and she stated that it was correct and I was to leave everything locked in the truck. (The only thing we rented was the truck). Upon delivering the truck on Saturday, we locked everything in it and left. We then received a phone call Sunday stating that the keys couldn't be found. We received another call stating that they were found. We then received an email of our transaction and we were billed an additional $80. $40 for an additional day and $40 for the guy to jimmy the lock to get into the truck. We have made numerous phone calls to managers and representatives from uhaul to no avail. We have been told that we are responsible for the charges and will not be reimbursed any money. This is unacceptable. I understand now, that there are drop boxes at each of the locations, and yes, I found it odd to leave the keys in the truck, but I asked and was told yes. We have been called names by members of your staff, hung-up on, and had managers say that they will call us back once they resolve the issue and are still waiting on their calls. We have been issued a $50 certificate for our next rental, but will not be using it due to the unprofessional handling and utter disregard for your customers.Desired Settlement: To be refunded all $80 or at least the $40 additional day fee, since we did not have the truck for the additional day.

Business

Response:

January 8, 2013

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

Ms. Cindy Rodgers, our Executive Assistant for the U-Haul Company of Northern IN and S. Cook Counties, followed up on the information Mrs. [redacted] provided. She informed our office she left a message for Mr. and Mrs. [redacted] requesting a return call to advise them that a refund for $80.25 has been issued back to them.

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I am thankful that there was much better customer service on the top tier of their organization and hope that they will train managers below them to treat customers in the same regard. Thank you.

Sincerely,

Review: I recently rented a 26' UHaul rental truck on a one way rental from Gardendale, AL to Oxford, MS. UHaul is charging additional mileage on the contract that we did not in fact drive. I attempted to contact UHaul Customer Service on two different occasions to request resolution with this matter. Here is the sequence of events: 1. Contacted Uhaul customer service on or about December 18, 2012 to discuss the billing of additional miles. I was told by the customer service rep that this is a matter that would have to be reviewed and resolved by an area field manager. My contact info was taken and I was told that I would be contacted within twenty four (24) hours per the company policy. I was never contacted by an area field manager. 2. I contacted Uhaul customer service for a second on December 21, 2012 again to try to resolve this billing issue. The customer service rep that fielded my call this time was not very helpful and in fact was carrying on a personal conversation with another cusomter service rep sitting near her and smaking on food and/or drink while I was on the phone with her. Again, I was told that this matter would have to be reviewed and resolved by an area field manager. I requested that manager's name and number which was given to me. 3. I contacted the area field manager on December 21, 2012. He took my call even though the background noise indicated that he was busy do other things. I briefly told him what the issue was. He informed me that I had reached him on his cell phone number and he was not near his computer, but to please text message him my name, contact number, and contract number and he would be back in touch with me after he looked into the matter. To date, I have not been contacted by him. 4. I filled out a customer satisfaction survey sent to me via email which I documented these events in the comments section. To date, I have not received a message or call back about this matter. On all occasions, all the UHaul employees that I spoke with acted very short with me, didnt want to be quiet and listen to the issue, were at times standoffish/confrontation, were unapologetic, and overall had a "we are right, the customer is wrong" attitude. This issue is pretty straightforward had the employees taken the time to listen. I am being charged an additional $48.62 for 118 miles that Uhaul claims we drove over the mileage allowance of 241 miles . I documented the mileage when we returned the vehicle and we only drove 206 miles total. The receipt that they sent to me indicated the Mileage Out was 86922 and the Mileage In was 87281. If you add 206 miles to the Mileage Out, the odometer would be at 87128. It is probably fair to say that the employee that recorded the Mileage In transposed the last 3 numbers. I have used Uhaul many times before without issue or incident. However, this sequence of events has left an unfavorable impression with me and I will not use Uhaul again or recommend Uhaul to family and friends.Desired Settlement: Since there is not multiple options for the desired settlement, I will request that I would like both an apology and a refund in full for both the truck rental and the additional mileage that they have billed my credit card. I would like a response from Uhaul and this matter resolved.

Business

Response:

January 8, 2013

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

Mr. Roosevelt Givens, our Area Field Manager for the U-Haul Company of MS, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $48.62 back to Mr. [redacted]’s American Express account. The credit 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,

Maria Palmisano

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: (Involved location: [redacted])

Originally sent 5/21/13. Had to contact again to get sent to you.Hello my name is [redacted]. [redacted]. I work two jobs, and can only speak on my cell after 4 pm weekdays. After 12 on Saturdays. Please understand, I have been in customer service for over 20 yrs. So I wanted a few days before I decided to contact Uhaul one last time. I do understand difference between a bad customer, and bad service.

This starts with a purchase of a new car I made on 5/8/13. Before I purchased my car I even called Uhaul from dealership to verify I could attach a hitch to vehicle. I traded a 2006 equinox which I had a Uhaul hitch put on 2 or 3 yrs ago. I mention this first for couple reasons. One cause I was very happy with uhaul and service I received at Dryden road. Also because it comes into one issues I had with my recent dealings.So when I called back to uhaul the same evening of 5/8/13 to set appointment to have a hitch on, I explained I needed on before following Thursday, due to a commitment I made to my parents to use my 5x7 cart to retrieve cargo from Cincinnati, and take back to [redacted]. I made an appointment for Friday 5/10/13 at third st store. I wasn't really up to go to that area, I preferred Dryden rd again. I was informed it was closest to me that had parts available, except the Cincinnati area. So I said OK, and gave a $50.00 deposit. On Thursday 5/9/13 I was speaking to a uhaul rep. who contacted me, while I was changing for jobs. She was trying to let me know something, then I got second call, I thought might be my job so I flipped over, it was [redacted] from the Store. ( Did not know at time he was main manager). He was very abrupt and quick toned. I was trying to change and eat. He started telling me all kinds of stuff. My parts aren't there, he had hitch not lighting, I was like what hold on,uhaul on other line, I don't understand what everyone telling me. I said I would have to call him back I as on other line with uhaul. [redacted] was like I'm the store I don't have your parts, that if I wanted on Friday, I was going to have to pay shipping, wasn't there problem. I told him I'm not paying shipping, ill got other store in Cincinnati, he jumped in said it was over 160 miles nearest has parts, I said didn't know what talking, I was switching back to other uahul line, i'd call him back. I switched back over explained what was happening. I was eventually transferred to a customer rep in customer service. I believe it was [redacted]. I talked to so many people I lost track. Some where rude and some where like and what do you want me to do attitudes. I wanted my hitch on before next Thursday. This lady was only person in my entire dealings with uhaul that I felt took my problem on to try to fix. If I wanted to wait later on parts I would have gone to Dryden rd. its 3 minutes from my house. Eventually after a lot (crap). I was called by assistant mgr [redacted] that they would have parts sent, my hitch would be completed by time I needed. Monday hopeful, Tuesday for sure. I said jokingly, that if wasn't, they would be lending me a truck to take 20 small boxes to my moms. No one agreed or disagreed to this. So assume would cross that if came to it. I know the routine. [redacted] was an as, [redacted] was suppose to smooth over. I let it happen so. I went down Tuesday after I confirmed Monday that I had an appointment. Because no one was calling me after said would, excuse was I was on list to call yet. It was after 4 when I called myself. I went to appointment at 4:45 Tuesday. [redacted] was very quick to leave my presence, [redacted] took care of me. ( so back up to when [redacted]. called to smooth over)We spoke on phone ([redacted].) I thought he understood me, when I explained I had 2006 equinox, we discussed whether I could transfer that onto this 2013 Camry. They were both class 3 hitches. He said they were different due to underneath. I said OK. they asked if I needed hitch an balls. I said noDesired Settlement: DesiredSettlementID: Refund

Refund of Labor cost $110.00. Stated in above letter, I tried to contact several people and times, outside main gentleman dealt with. Noon responded at all to anything. Also as stated if they don't bother, Next buyer beware.

Business

Response:

May 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of SW Ohio, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email and advised her of a refund for $110 for labor charge as 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [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 reserved a U-Haul on 5-22-13 via Uhaul.com. I received a call from their Oak Lawn, IL location. They confirmed my time and rental of a 24’’ moving van for 5-25-13 at 9AM and said it would be available. The following day I received a call because someone put in a reservation for 9PM, the call was made because they would be closed then. I informed the employee the time I set up was 9AM. They changed it and said it would be ready, I received a confirmation email stating that. On 5-25-13 I called the location around 8:45AM to inform them I would be running late so they can hold onto my truck. I was then informed I wasn’t set up until 3PM. I told the employee I set up a 9AM pickup and I have an email confirming it. They told me someone had switched my time, they did so without contacting me. I expressed my frustration because now I am on the day of moving with movers on the way and I had no truck available, had I received a call I would’ve found another company. I spent 3 hours calling U-Haul and being sent to different areas. A manager was supposed to call me back and I never received a call from that location. I finally spoke to a regional traffic manager by the name of [redacted] @ ([redacted]) [redacted] – [redacted] EX. [redacted]). He found a truck for me in a bad neighborhood and it was a distance from me. I was expected to pick it up from there and still pay the mileage. I informed [redacted] I would not go there because my reservation was set up for the Oak Lawn location. He told me my only options were pretty much go to the bad area or wait until they have the truck at 3PM…so work around their schedule. I refused both since neither met my contract. [redacted] asked what I wanted, I told him give me the $50 guarantee they posted on their website if the truck is not available so I can use it towards another truck from another company. He informed me it would be credited to my bank account. I waited until Tuesday 5-28-13 and called him to inform him I have no refund yet. After finally reaching [redacted] he stated he would look into it and get back to me before the day is up, for sure. Here I am 8 days later and still no call. Please Help!

The address I provided is the one I used to set up my move and it is not my current address.Desired Settlement: I would like the $50 guarentee U-Haul posted on their site when I reserved my truck at check out, if they did not have my reserved truck ready at my time and location.

Business

Response:

June 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and offered her apology and advised him of a refund for the $50 Reservation Guarantee Fee. The refund should post on Mr. [redacted]’s next Visa 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 need to rent a dolly for a JEEP I had just purchased, so naturally I called UHAUL on their 1-800-number. The representative over the phone took all my information vehicle I was going to two and the vehicle I was pulling with...YES, [redacted] no issues according to our system and made the confirmation on my MasterCard for that Friday $44.95 for the 1 day rental. I went to pickup the dolly and that is when things started to fall apart, long lines, problems getting a attendant to put the dolly on the van...issues with wiring, after all was said and done 2 hours later the dolly was attached to my car.

I went back in to sign final paperwork and they decide at that point to tell me that my vehicle will not tow the JEEP, I am going to pickup and that I will have to rent a truck with the dolly...this is a additional $35.00...I reluctantly rented the truck as I had no alternative for that day. It turns out that the representative did not inform me of the correct return day and subsequently UHAUL charged my card for another $85.00 in rental fees for being "late" with the truck.

I have tried to go through customer service and spoke to the GM of UHAUL Coventry, neither of which will recognize that I was originally quoted $44.95 and they are charging me $200.00 in the end.

I have already wasted a half day, and $150.00 more then anticipated...I will continue to exhaust resources until I get my desired outcome. [redacted]Desired Settlement: Significant Refund.

Business

Response:

June 18, 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 Western Quebec, followed up on the information [redacted] provided. He informed our office he spoke to [redacted] and was able to reach an amicable resolution. A refund for $148.37 was issued back to [redacted]’ Master Card 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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [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: Dear Revdex.com,

I hope all is going well with you and I appreciate you taking the time to read this email as this is very important to me.

I recently took a job in California and was moving across the country. I thought about shipping my stuff with PODs, but after convincing my brother to drive out with me I decided to rent a Uhaul trailer and drive.

The incident:

Day 1 into my trip on July 7th, after having Uhaul hook up my trailer at the Ann Arbor, MI branch on State St., I had the trailer loaded with clothes, a mattress, a dresser, and a few other things. I noticed that anytime I got up close to 55 mph, I would start to feel some shaking. It seemed like the trailer would start oscillating if I hit a bump and then continue and increase in amplitude.

At around 10 AM, when I was near Chicago on US-94 (with a considerable amount of traffic) I was traveling about 45 mph and noticed the trailer oscillating. I immediately slowed down, but unfortunately it continued to shake until it caused my Jeep to shake out of control and I did a 360 in the middle of the expressway. In addition, the trailer ripped the ball off of the back of my Jeep and swung around and hit both sides of my car causing damage to my stuff, as well as my Jeep. Luckily, the chains stayed connected and we didn't get in a serious accident.

My brother and I managed to get the trailer to an exit ramp after causing a traffic back up. I called Uhaul roadside assistance and told them what had happened and that I was stuck on the side of the expressway about 5 hours from home with a disconnected trailer and damaged car.

Uhaul roadside assistance called me back and told me that they couldn't help me and that they hoped I had a smartphone.

My brother and I managed to set the trailer on the hitch without the ball and got to a Uhaul in Evanston IL after about an hour. I returned the trailer (with no refund) and had to rent a Uhaul truck and car dolly.

I lost an entire day of travel, almost died, didn't get a refund on the trailer I returned, and had to spend way more money on rentals that I did not plan for.

The aftermath:

Since the incident on July 7th I have been calling Uhaul and Rep West about 5 times per week. I had to keep filing new claims, dealing with people that seemed to to not care about me at all, and was repeatable ignored.

My objective:

To get a refund from Uhaul-Ann Arbor from [redacted] and for me to get compensation from Rep West Insurance for my car damage.

The results:

Rep West insurance finally had me send them two insurance quotes: $3,500 and $6,200. They called me and said they were sending their own person out who looked at my car without me there to show them and decided that it was only $1,500 worth of damage. I was told they would send me a check for $1,500, but I still have not received the check. I sent follow up emails and still have not heard back.

I have been calling [redacted] at the Ann Arbor branch to ask him about the refund. I called almost every weekday and when I call it immediately goes to the call center. The call center then texted him to call me. When or if he actually called back (he called me back maybe once for every 5 calls I made) if I happened to miss the call cause I was in a meeting, I would then have to go back through the process of calling the call center and then hope [redacted] called me back.

Finally, I received a call from someone at the Ann Arbor branch and was told that Rep West Insurance does refunds. Rep West Insurance and the other Uhaul branches have told me that the Ann Arbor branch can issue the refund. No one seems to be taking any kind of responsibility or ownership.

I do not have very much financial freedom at the moment and I have had to spend a considerable amount of money on an issue with Uhaul that Uhaul does not seem to be making an effort to help out with. My experience has been that I have to pay for everything and that Uhaul does not care at all about their customers.

Can you please help connect me with someone who will take ownership of this situation and help me? I am hoping that I can get this situation taken care of without having to seek legal council.

I sincerely thank you for taking the time to read this.

Best regards,

[redacted]Desired Settlement: Refund for my Uhaul rentals and a check for the damages to my Jeep.

Business

Response:

September 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Thomas [redacted], our GM of our U-Haul Moving and Storage of Ann Arbor, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] explaining credits issued and that RepWest Insurance Company was handling the claim check. He relayed he issued a credit for $736.70 back to Mr. [redacted]’s American Express account and a refund for $300 for the upgraded fee Mr. [redacted] had to pay from a 6x12 trailer to a truck and Tow Dolly combo. He summarized that Mr. [redacted] received a full refund for the trailer rental and $300 credit off the price of truck and Tow Dolly.

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:

Thank you!

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 08/31/2013, we were sent to pick up our 26 foot truck at U-HAUL MOVING & STORAGE OF SPRING VALLEY, [redacted]. It was confirmed and we had our reservation number for this truck. We arrive at location to find that they did not have a 26 foot truck, that all they had was a 10 foot truck and we would have to have it returned back within 5 hours. We had no choice but to take the 10 foot to move our two bedroom two bath home from Lexington to Columbia. This caused us to make more then one trip from Lexington to Columbia, which is all it would have taken in a 26 foot truck. So we ended up having to pay over double the mileage at .89 cent per mile. We had reservations and Uhaul did not have what was agreed to, costing us a extra $67.64. We had contacted Uhaul after returning the truck, they said we would hear back from them within a week. Today is 09/22/2013, and we have yet to hear anything.Desired Settlement: We want our $67.64 refund for the extra mileage we were forced to use due to UHaul not having the truck we reserved.

Business

Response:

September 26, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our SC regional office, followed up on the information Mr. and Mrs. [redacted] provided. He informed our office a credit for $67.64 was issued back to their [redacted] account and should post on their 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 Have never been a customer oh U-haul or any of their affiliates. Yet I Have been receiving and automatic bill payment out of my account for months.

I am making a formal complaint about the general manager [redacted] at the [redacted] branch location and [redacted] his direct manager. on Sat 6/8/2013 I contacted [redacted] because of a several u-haul charges I noticed coming out of my Wells Fargo account as an automatic debit payment. I do not own a u-haul storage unit nor have I ever lived in Tampa. I explained to Mr. [redacted] that I paid a storage unit for my roommate [redacted] in the amount of $94.15 on 08/20/2012 so he did not lose his living room and bedroom furniture set. we presumed conversation were I begun to ask questions on how u-haul processes their payments for a rental unit. Mr. [redacted] explained that they call their customer on the phone and authorize a payment from the credit/debit accounts they have on file. I have not received any of these calls yet I was billed unauthorized charges of another $474.90 over the time frame of six months. Mr. [redacted] asked me to send him an email of my bank statements which I did the same day we spoke 07/15/2013 to his e-mail of [redacted]. [redacted] told me he would get back to me within a weeks' time with a resolution to how they can accommodate me for my loss. [redacted] wanted to contact [redacted] before giving me any refunds which I was ok with. after two weeks I called the store and spoke to one of the supervisors when I asked to speak to [redacted] I was told [redacted] went on vacation and was not returning for another week. I then asked to speak to his manager in hopes that I can have this resolved. the supervisor on referred me to [redacted] who is the [redacted]eting manager for the u-haul Tampa region. I spoke to [redacted] and she told me specifically "give me three days and I will have an answer." after yet another two weeks I began losing patience with u-haul and their customer service and sent another email to [redacted] asking him to contact me at his earliest convenience. the email was sent on Fri 7/12/2013 5:35 PM. I have never received such poor customer service from a business institution to the point that I am contacting the Revdex.com for assistance. on Mon 7/15/2013 1:47 PM I forwarded my statements once again to [redacted]....NO RESPONSE. at this point I contacted the u-haul customer service number and asked for them to assist me with this matter in which I was playing phone tag and getting the run around from their Tampa team. The customer service agent escalated my issues but I have still not received any calls messages or compensation for my loss. The dates of the unauthorized charges are the following; 09/14/2012 $94.15, 09/28/2012 $79.15, 10/27/2012 $79.15, 11/26/2012 $79.15, 12/21/2012 $64.15, and the last one which is the one I noticed $79.15Desired Settlement: I am seeking a settlement of $544.90 The dates of the unauthorized charges are the following; 09/14/2012 $94.15, 09/28/2012 $79.15, 10/27/2012 $79.15, 11/26/2012 $79.15, 12/21/2012 $64.15, and the last one which is the one I noticed of $79.15 I received two overdraft charges of $35 for two payments from Netflix that has came out which I should have had the funds in the account therefore would have never received the fees

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Tampa regional office, followed up on the information Mr. [redacted] provided. He has left several messages for Mr. [redacted] requesting a return call in order to obtain additional information to resolve his concerns. He has not received a return call but hopes to hear back 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: I explained to the U-haul representative at this location that I needed to rent a U-Haul truck and a U-haul Trailer to put the U-haul truck on once I got to my Motorhome with them. I needed to drive the Truck and trailer to my Motorhome at a different location. Then I would put the U-haul Truck on the U-haul Trailer and pull it behind my Motorhome for storage. This way I could drive the U-haul truck pulling the trailer back to U-haul where I rented it. I had to do all of this since I don't have anyone to help me drive a vehicle.I rented the equipment as per what U-haul said would work for me. Once I got to the Motorhome driving the U-haul Truck and pulling the U-haul Trailer: The U-haul truck would NOT fit on the U-haul trailer. I had to leave the truck and trailer there and drive the Motorhome to storage and take a Taxi all the way back to the U-haul truck and trailer.Told U-haul that the equipment did not serve the purpose that I rented it for and they said they could do nothing since I had put miles on both vehicles!No concern about the verbal contract we had.Desired Settlement: I would like a refund and reimbursement of my expenses.

Business

Response:

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

[redacted], Senior Staff for the U-Haul Company of Metro DC, followed up on the information Mr. [redacted] provided and sent him the following email:

Good Afternoon Mr. [redacted], After looking into your customer concern I have refunded you the full balance of $153.42 to your [redacted] card ending in [redacted]. Please allow 3-5 business days for the credit to be posted to your account. Sorry for any inconvience you incurred during this rental. Thank You, [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 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.Below is the agreed upon action offered by U-Haul:-----------------------------------------------Good Afternoon Mr. [redacted],After looking into your customer concern I have refunded you the full balance of $153.42 to your [redacted] card ending in [redacted]. Please allow 3-5 business days for the credit to be posted to your account. Sorry for any inconvience you incurred during this rental.Thank You,[redacted]-----------------------------------------------

Regards,

Review: For two consecutive years, my rent for a U-Haul storage unit has been raised. Each notification announcing this claims the increase is for the installation of security cameras. Each notification is remarkably similar, with the new cameras, it appears, doing the same as the old ones, though I wouldn't be surprised if there are no cameras in my particular unit. I say this because I had an item stolen from my unit. I reported the theft on September 1, 2013. I reported it in writing and at the location of the store. There was never any follow-up and no one from U-Haul contacted me, though I was assured that would be the case.Today (November 19, 2013) I phoned to ask about the second notice regarding the increase in the storage fee, an increase (as I mentioned above) whose rationale appears to be precisely the same as the original notice sent to me EXACTLY one year ago. The only difference with the second notice is that they claim to be repaving the area, and this also a reason why the charge for storage is going up. Given what the snow is like now, I wonder if they are actually repaving. In short, U-Haul is scamming me. The new security cameras, based on the descriptions given in the notifications sent to me, do exactly what the old ones do--that is, if there even are cameras.Each time I phone I am connected to an office in Phoenix, Arizona. Today when I phoned asking for an explanation regarding the rate increase, I was told by the agent in Phoenix that the U-Haul operation in [redacted] would be calling me back right away. That was at noon. It is now 3:30. Given the way the [redacted] U-Haul disregarded my original concern regarding the theft from my storage unit, I do not anticipate that they will be retuning my call.It is a shoddy operation. If you look at the advertisement, the impression given is of strong metal storage units. While my storage locker is inside a building, the actual unit is made of drywall with twisted wire at the top.Thank you.Respectfully submitted,John [redacted]

Product_Or_Service: U-Haul storage UnitDesired Settlement: DesiredSettlementID: Refund

If there really are cameras, then why doesn't someone look to see if there is footage of the item that was stolen from my unit. Indeed, the rent for the unit has gone up precisely for the cameras--at least that is what is claimed in the two notifications sent to me.In addition, the issue of the cameras needs to be addressed. Why has my rent gone up for new security cameras that do exactly what the old ones did, based on the descriptions sent to me notifying me of the

Business

Response:

December 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern [redacted], [redacted] and [redacted] Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. Mr. [redacted] assured him we care about his business and also provided his telephone number for any future assistance. Mr. [redacted] relayed his appreciation for the follow 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

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 am writing to file a complaint. I have and currently use U-Haul's services for my storage and moving needs. In the last 90 days, I have used U-Haul nearly a dozen times and of those 12 times nearly 4 (40%) have been very poor and extremely negligent experiences on U-Haul's end. On Oct. 30, 2013 my husband and I picked up a U-Haul trailer in [redacted] We made a reservation and received a phone call confirming that reservation, Tuesday, Oct. 29, 2013. We reserved a 4X8 trailer, but when we arrived at U-Haul to pick up the trailer, the employee stated he could not find the reservation and didn't have 4X8 available. (Note: on your website, U-Haul;s guarantee states "When you make a reservation, we guarantee to provide you with the equipment size, location, and pickup time as agreed.

Should you not receive the equipment size, location, and pickup time you agreed to, U-Haul will compensate you $50." In this case, the employee gave us a 5X8 trailer, again, we reserved a 4X8 and was told there were none at that location (our reservation cost was $40 online, we were charged $55 for the larger one.) Once we left U-Haul, we learned the trailer was improperly installed and it hit the back of our vehicle. We pulled over to fix the improperly installed trailer and proceeded our move. We were relocating from [redacted] to the [redacted]rea and had a 12 hour drive ahead of us for our family and planned to notify U-Haul of these issues as soon as we were settled. We arrived to [redacted] about 1pm Sunday, November 3, 2013 but had to unload, etc. When we were ready to return the trailer, the address listed on the receipt/contract was incorrect and therefore was not a U-Haul location. This was disturbing and frustrating due to the fact, we did not want to be charged an extra day due to the employee's lack of correct information as to where to take the trailer. This and all the other issues with this rental has grown more upsetting. Monday, November 4, 2013 between the hours of 7-9am EST, I called U-Haul and spoke to a woman named [redacted] about ALL the prior issues; one in particular being where to return the U-Haul. [redacted] informed me that because I was given an incorrect address, I would be given (or persay 'extended') an extra rental day and waived of any fees additional to my original contract because I was given an incorrect U-Haul address by one of there employees. [redacted] told me that she noted all of the problems in the U-Haul system and that I was owed $50 based on the customer guarantee and should call back once I drop off the trailer to ensure the guarantee is submitted. Which I did. In fact, when I called Tuesday, November 5, 2013, I spoke to a gentleman who told me that the system had not been updated reflecting the trailer's return and to call in 48-72 hours in regards to the guarantee. By Friday, November 8, 2013 I received an email from U-Haul stating I was charged $50.14. ($20.14 for an extra day of use with the trailer--the day I was told by [redacted] would be waived because I had no location to take the trailer to; and $30 as a late fee,) I phoned U-Haul at 11:45am Friday, November 8, 2013 and proceeded to speak with [redacted] I explained all of the aforementioned to [redacted] who sent in two complaints to U-Haul's management. Near the end of our conversation, as we were discussing my dispute of the $50.14 charges made, [redacted] shared that [redacted] (the employee I spoke to Monday, November, 3, 2013) had only noted that the trailer hit the back of my vehicle due to improper installation and nothing else. This, as [redacted] stated, shows no proof of any other issues and therefore cannot, or will not, be crediting me with the charges of $50.14. I asked to speak to her superior or an individual in higher management and she stated that she cannot forward me to anyone else, but will convey my complaint to U-Haul's management, which is the same thing [redacted] stated she would do but never did. I am upset and exhausted. I spent 50 minutes talking with [redacted] I asked [redacted] how can I reach out to U-Haul and she directed me to U-Haul.com but could not tell me what to do or how to contact someone from the website. I have given a lot of business to U-Haul, as previously stated. Howeve, I feel ignored, neglected, misunderstood and unheard based on the most recent issues at hand occurring primarily between Oct. 29, 2013-Nov. 8, 2013. I would like an apology from U-Haul and a removal of charges in the amount of $50.14 as well as the $50 guarantee that is promised to customers that are not given the items they reserve or are unavailable. I hope to settle and resolve this situation promptly.Desired Settlement: I would like an apology from U-Haul and a removal of charges in the amount of $50.14 as well as the $50 guarantee that is promised to customers that are not given the items they reserve or are unavailable. I hope to settle and resolve this situation promptly.

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted]provided. He informed our office he had issued a refund for the $50 Reservation Guarantee Fee as well as the $15 difference in price between trailers. He explained he would be in contact with our Collections Department to have the Promissory Note canceled. As we value Mr. and Mrs. [redacted]as customers, Mr. [redacted] also sent them 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.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [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 have spoke with [redacted] from the U-Haul location in [redacted], ** and was informed of the credits. So far, we have received the $50 credit and $15 credit but are still waiting to receive the $50 VIP from U-Haul to be used towards other U-Haul services. I have called [redacted] and left 2 messages. I am waiting for a response. Again, once I receive the $50 VIP I will consider the complaint resolved.

Regards,

Review: The estimated charges were off by $79.08 for a trailer rental.

When checking out a pick-up truck and motorcycle trailer, we were given an estimate of the total charges in the amount of $456.10. when we returned the truck (on time and no extra mileage charges), the cost had gone up an additonal $79.08. This was a total surprise to us and they have not given a logical, rational or fair reason for the descrepancy. I called the main U-Haul phone line to complain & was told the manager, [redacted], would call me back within 3 business days. It has been much longer than that now with no word from the store manager.Desired Settlement: My wife and I want the $79.08 returned to her credit card.

Business

Response:

January 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Fresno regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and advised him of a refund for $79.08 back to their credit card, which should post on their 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:

Hello,

In your most recent e-mail to me, you said to notify you in writing if U-Haul contacted me directly which they did yesterday and said they would refund the money my wife & I were asking for. Thank you for your help, I'm glad we can turn to you for help!