J.R.J. Tara Corporation

Review: MY CONTRACT NUMBER IS [redacted] AND THERE STORE NUMBER IS [redacted]. I RENTED A 19.95 UHAUL VAN ON 2-14-14 AT AROUND 6:20PM. WHEN I GOT THERE SHSE ASKED ME MY NAME AND ASKED DID I LEAVE AT [redacted]. I TOLD THE GIRL NO BUT THAT ADDRESS IS FINE. SHE WAS NOT WEARING A NAME TAG. SHE WAS ABOUT 4'5 IN HEIGHT HAD TWISTS IN HER HAIR SHE HAD ON A BROWN HIP COAT AND BLUE DICKIE STYLE PANTS AND HAD THEM ON THE NEXT DAY AS WELL. SHE WS VERY FRIENDLY WE SPOKE OF THE DOLLAR STORE AND HE DAUGHTER [redacted]. I LEFT. THE NEXT DAY I WAS TO RETURN THE TRUCK AT 7PM. I GOT THERE ARE AROUND 730 AND THEY WERE CLOSED. I DID NOT KNOW YOU COULD LEAVE THE KEYS AND TRUCK THERE SO I TOOK IT HOME NAD RETURNEDE THE NEXT MORNING AT 920 ISH. WHNE I GOT THERE AND OPEND THE DOOR SHE WALKING OUT THE DOOR. I TOLD HER ABOUT WHAT HAPPENED. SHE TOLD ME NOT TO WORRY THEY WERE LATE OPENING AND NOT YET STARTED CHARGEING THE TRUCKS THAT WERE NOT HERE SO THIS WOULD GO IN AS AN OVER NIGHT DROP OFF AND I WOULD NOT BE CHARGED FOR THE ADDITIONAL TIME. I ASKED HER DID WE NEED TO SETTLE TH BILL SHE TOLD ME NO LEAVE SO IT LOOKED LIKE I DROPPED THE TRUCK OFF LAST NIGHT. SO I LEFT. NOW TODAY I GET A BILL FOR THE ADDITIOANL TIME AND A SEPERATE BILL FOR 30.00 FOR A SERVICE FEE. I CALL THE OFFICE AND ASK TO SPEAK TO A MANAGER THE GUY SAYS HE IS BUSY WHAT CAN THEY HELP WITH AS I TELL M Y STORY HE SAYS MY CREDIT CARD WA DENIED. I TOLD HIM COULD NOT BE MY CARD AT 4000.00 ON IT. THEN HE SAYS HE DOES NOT KNOW ANY ONE THAT WORKS THERE THAT SHORT AND OR WITH A DAUGHTER NAMED [redacted].HE WOULD HAVE A MANGER CALL ME BACK AND HUNG UP. HE NEVER ASKED FOR MY PHONE NUMBER??? DO THEY NOT KNOW WHO WAS ON THERE SCHEDULE ? MY CONTRACT SAYS [redacted]. I CALLED MY CREDIT CARD AND I HAVE A BALANCE OF $3724.39. I THEN CALLED THERE CUSTOMER SERVICE ###-###-#### AND FILED A COMPLAINT WITH [redacted] WHO WAS VERY HELPFUL. HOWEVER SHE SAID THEY HAVE 72HRS TO CALL ME BACK. YOU DID NOT TAKE 72 HRS TO TAKE MY MONEY OR CHARGE ME . WHY DO I HAVE TO WAIT FOR YOU TO FIX THIS Desired Settlement: AT THIS POINT I WANT MY 30.00 SERVICE FEE REFUNDED AND THE ADDITONAL 19.95 THEY ARE CHARGING ME FOR THE ADDITIONAL DAY AS THE LADY PROMISED ME. I REALLY FEEL LIKE THIS BAD CUSTOMER SERVICE SHOULD ENTILE ME TO A FULL REFUND BUT I DID USE THE VAN.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] South and Southwest Suburbs, followed up on the information Ms. [redacted] provided. She informed our office a CSR at our U-Haul Moving and Storage of [redacted] location has been in communication with Ms. [redacted]. Her contract is on hold at this point due to the fact her credit card can not be charged. Ms. [redacted] is mailing in a money order. Ms. [redacted] also mentioned there is no Promissory Note on the contract.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Uhaul office has been in touch and they have credited me back all of the money I was speaking of and stated I owe them $1.11. Really that is all. Now they have tried my credit card supposedly 12 times. It never works. However I have used that credit all day everyday for the whole last week. I got my hair down for 110.00 and used that credit card last night. I had [redacted] for breakfast and used that credit card. Something is not adding up. Now they want me to come into there store for $1.11 really??? Not going to happen. I have agreed to mail off a money order. I was told it must be in the mail today so that they may receive it no later than Tuesday so they can close this case. How about you write off that $1.11 as a loss due to all the aggregation I have. There are hundred's of places in [redacted] I can get a truck from. This however is where I go and have gone for years. That is just bad business and I will post this everywhere and tell everyone of this situation if not fixed.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] South and Southwest Suburbs, advised our office she contacted Ms. [redacted] and explained she did not owe anything extra on the rental transaction.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,

[redacted]Executive AssistantU-Haul International

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.A woman did call me on the phone and after we spoke she called me back and stated she has taken care of this matter and I do not owe anything further in this matter. That is the way I knew Uhaul a trusted name would handle business and I am thank ful this was resolved just as I knew they would do. Thank you everyone for your time and effort Regards,[redacted]

Review: I arranged to use UHaul's moving option of a U-Box for a one-way move and storage. The local UHaul representative charged my credit-card for delivery on 2/06/14 instead of the delivery date of 02/20/14, even though the UHaul service contract clearly stated that my credit-card would not be charged until delivery.

I filed an Objections complaint for this matter as well as the fact they delivered my rental 8 hours late. UHaul issued me a 50% credit for the late delivery but has refused to address the complaint that my credit-card was charged two weeks before services rendered. They originally offered me a free month of storage to make up for the fact that charges went on my February billing cycle instead of my March billing cycle, but now no one from the District Manager to the President of the Objections Department will return my phone calls to settle this matter.Desired Settlement: I would like a $80 credit from UHaul to my credit-card to cover interest charges that will incur due to them charging my credit0card two weeks before services were rendered and the amount of personal time and work time that I have spent trying to settle this matter.

Business

Response:

March 12, 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 Northern New Jersey regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] was contacted and given three free months of storage for the delay and any mis-communication experienced between all parties.

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: Started receiving multiple emails from UHAUL in North Dakota and North Carolina concerning a woman's account regarding storage and a vehicle. Either an employee made an error while entering the email address or this woman is attempting fraud using my information(so far, my email address). She has my same first name and her middle and last name both start with the same letters as mine. There are things about this that are suspicious. I am not this person, I do not know this person and I did not contact UHAUL for any services. Contacted national customer service, no results and was told I had to do all the work to get a solution. Also received a reply from North Dakota, no results and this person had an attitude.Desired Settlement: I want someone to contact me immediately from UHAUL's corporate office so I can forward the emails to them. I want someone to investigate this situation and provide me with detailed answers and explanations. I need to know now if this was an error or if this an attempt at fraud. I also want my information removed immediately from this woman's account and from UHAUL's system. I would also like to know what UHAUL intends to do about the lack of customer service I received regarding this matter.

Business

Response:

April 1, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Customer Service Agent, had followed up on the information Ms. [redacted] provided. They have been corresponding via email. Ms. [redacted]’s most recent email to Ms. [redacted] is as follows:

Hi [redacted], I received the emails and want to say I completely understand your frustration with this. I contacted the location where the storage was and the email address was very close to your so someone must have made a mistake when manually typing in the address when the emails were sent. They did remove the email address on file due to the issue and will inform their customer of the issue. I also checked the Reservation and seen they also removed the email since it did not belong to the actual customer. You should not receive any more messages and if you have any further issues, please do not hesitate to contact me. Take Care !

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 reserved a truck, received a confirmation number, date and time, only to be called two days prior to the scheduled reservation date and Uhaul stated they no longer had a truck available in my area for use. This put my wife and I in a difficult situation where none of the other rental truck companies in the area had trucks available on 2 days notice. We had already spent several thousands of dollars to line up our move to make it happen on this exact date. We are now left scrambling to try and figure out what we are going to do.Desired Settlement: If a reservation is made, then the truck that is ordered needs to be available to that customer. Many people count on these trucks to make their move once a reservation is made. Uhaul's word/ reservation means nothing.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She explained why we may run into unexpected equipment availability issues. Ms. [redacted] issued a refund for the $50 Reservation Guarantee Fee back to Mr. [redacted]’s Visa account on July 2nd. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I have been renting from this company since October 2013. I pay on time every month on the 28th. My rent is actually due on the 29th but I make sure to pay by the 28th. I called in last week, to let them know I would be moving out on August 4th, as I found a home for me and my daughter. They told me because I would be 7 days out from my due date they could not prorate my monthly. I pay every month $217.57. I had also received a letter from them showing the rent would be going down to $212.95 starting 7/12/14. I am not only upset that I have to pay a full month's rent for 7 days of useage but then I was charged $222.90!! I asked why was that and was told because well uh, you have insurance. That shouldn't matter as the rent price went DOWN! I have the letter to include. I am thoroughly upset that they will not prorate the monthly but then to top it off and charge me even more?!!? I am a fair person and feel that by paying a prorated amount is fair. They could re rent this to someone else and not only pocket my monthly payment but pocket someone else's montly rent for the same units. I have 2 10x10 units, and have paid on time every month I've been there.Desired Settlement: I would like to be charged for the prorated days that I will use the rental storage unit. I am a fair person. I will be in there from today's date of July 28th (my starting date of the month) until August 4th when I have movers coming to empty the unit. That is a total of 7 days that I will have used the units for the month. I am meeting the movers at 9:00 am. on the 4th. I'll even pay for that day, so a total of 8 days prorated charges. I feel that is only fair, as they could re rent these units once I'm out on the 4th and not only get MY full payment but get someone else's full payment for the same units. I have paid even more that what I WAS charged which was $217.57 before, now they charged me $222.90 when I have the paperwork showing the monthly charges were to have gone down to $212.95! Please help! I am a single parent and am trying to better myself and found me and my daughter a home. I think this is just an unfair cruel act played upon someone who is a good on-time payer to boot! Here is the copy of the letter:

I keep trying to copy and paste or attach and there doesn't seem to be a way to send the confirmation of the charges I was to have been charged. I don't know how to attach this letter from Uhaul showing in writing the $212.95 price I was to have been charged. If you need this I can email it to whomever I need to email it to. Please advise!!!!! This shows effective 7/12/14 and the letter was typed out on June 11, 2014

Business

Response:

August 3, 2014

Revdex.com ID#: [redacted]

U-haul Ref#: [redacted]

Thank you for your concern for our cus[redacted]er Ms. [redacted].

[redacted] Burns, our President for our North Orlando Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and agreed to charge her storage rental for just the amount of days she would need to store her items. He apologized our GM of our U-Haul Storage Center was following policy to the letter and did not take the time to fully listen to her concerns. He also advised her he would email her a VIP Certificate to fill her propane tank in her new home. Ms. [redacted] relayed her appreciation for his call.

Our cus[redacted]ers 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. However, there is one question, when I did speak to [redacted], he said he would send me a VIP certificate for appreciation of my committment to pay U-haul on time diligently every month since October 2013, but he didn't say anything about filling my propane tank of my new home. I don't have a propane tank, as I don't have any gas appliances. So, I'm not sure how that came about. I do know, that I was very appreciative of [redacted] taking the time to contact me and go over my concern. I am a fair person, and all I was asking was for the same fairness from the company. He came through for me and I am very appreciative for that. He had mentioned sending me a VIP certificate (a gift card I'm thinking) for me taking the time to contact them about my concern and being fair about it. I really appreciated the fact that he took time out of his day to contact me. When I closed out the account at the Debary location, however, it seemed that I had offended [redacted]; and that was not my intention. I wasn't trying to cause anyone any added grief. Thank you again for your time and sending a gift card for my concern.

Regards,

Review: We rented two U-boxes from U-Haul, St Cloud, MN on July 4. The rental was paid with a credit card and the card kept on file. On Aug 4 one of the boxes auto-billed and the other sent a late notice with a $15.00 fee. I called to correct this and the $15 was refunded. Two weeks later the credit card was charged for $15 and another $75.11 for rent. (It should not have billed again until Sept 4. I called U-haul again to straighten it out. I spoke with [redacted], manager at St Cloud. He said he would correct the issue and refund the $90.00. No credit appeared on my account. I emailed him for an update and then called again. On August 31 I received an email from U-haul that they were putting a lean on my goods stored at their site because of an unpaid bill of negative $90. (Which most people would consider a credit). I called U-haul again and the customer service people were clueless. They did not see any issue with my account. U-haul has over billed $90 and has not been willing to reverse the charges. I need assistance to get them to respond and correct the issue.Desired Settlement: Please fix the accounting system that incorrectly double bills, charges late fees on current accounts, and threatens a lean when there is a credit on the account.

Business

Response:

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

[redacted], our Executive Assistant for our Northern Minnesota Regional Office, followed up on the information Mr. [redacted] provided. She informed our office that Mr. [redacted]’s room was duplicated in the storage system for reasons unknown, which led to the duplicate file showing delinquent. Our GM of our U-Haul Center issued a refund to Mr. [redacted] for late fees and has taken steps to correct the issue. The refund should post on Mr. [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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I went to the U-Haul's Hollywood location in Los Angeles, CA to rent a truck. I was informed that they were all booked did not have any trucks available. On the way out, a gentleman had over heard our conversation and told us that he was told the same thing and just went online to uhaul's website and reserved one, and he was given a truck. We too went on to uhaul's website to check for availability, and sure enough there was a truck available in that location for pick up at 10 am. I reserved the truck and went back to pick it up. We were greeted by the same employee. We told him that we have a reservation and came to pick up the truck. He checked the reservation log, and sure enough, our reservation was there. He paused for a moment and again told us, we don't have anything for you. We asked to speak with the manager and he went to get her. The manager, [redacted], was extremely rude and confrontational before even saying hello. She barked at us that despite us now having a reservation, she would not give us the truck. We asked her to call her corporate office, as we were now ready to file a complaint. She called the corporate office and put the phone on speaker. The lady that picked up the other end was the manager of reservations. I explained the situation to her now, and said she will look into it. A few seconds after, she came back with "oops, our system over booked this location, " and that was it. She did not offer to help me find another truck in other location or any other customer service. After I expressed my dissatisfaction again, she responded with, "there is nothing I can do. I am ending the call." I was simple DUMBFOUNDED by the fact that a customer service rep just hung up on me! After we left the office, I contacted their president [redacted]. [redacted] was actually nice and understanding, and offered to help me find another truck in a different location. He found and booked for me in the afternoon, but I found one sooner with one of uhauls competitors. So I ask, how is it that the president of company has time to work with a customer and a customer service rep just hangs up on me? I will never return to the Hollywood location again.

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 response that was sent to me by [redacted] was COMPLETELY UNACCEPTABLE! The diction of the email was such that I was at fault for their system's glitch. The response also did not address the course of actions U-Haul will take against the Hollywood Branch manager Supratar and the reservations manager we spoke to over the phone for their atrocious customer service. Moving is a very stressful time in peoples' lives, and the least a moving company can do is provide decent customer service to alleviate a little of that stress, not make it exponentially higher!

I will never visit the Hollywood U-Haul again. The only shinning light throughout this entire experience, and the only reason I will ever consider giving U-Haul any more of my business again is the exceptional customer service we received from [redacted].

Regards,

Business

Response:

September 15, 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 Los Angeles West Regional Office, reviewed the recent comments from Mr. [redacted] and sent him the following email in response:

Mr, [redacted] Please be assured that we have forward the situation that occurred with your reservation to our computer specialist to assure that this doesn't occur again to another customer. Again please accept our apologizes, as will as a 50vip certificate for a futher rental. Please free to contact me at ###-###-#### [redacted] Executive Assitant

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26 ft. u-haul truck to move from Aurora, IL to Orlando, FL. On I-75 outside Macon, GA the truck suffered a catastrophic engine failure and was no longer able to be run. The truck was towed to a nearby hotel. U-Haul contracted out a company called [redacted] moving company to tranload my possessions from one truck to another truck. In the process of loading the truck several pieces of electronics, furniture, and bedding were broken or destroyed beyond repair. A 73" inch [redacted] television set had the screen mirror cracked and the front of the screen pushed in from the frame. The extended warranty we purchased will not cover the damage as it is considered physical damage. The warranty servicing company had to send an inspector out to assess the damage and I needed to pay for the service call. A 4-drawer dresser was dropped of the corner and was completely broken in pieces. A king sized memory foam mattress was forced into the top of the truck and the foam was pushed backwards creating a large indentation as it had caught on another piece of furniture. I have pictures of all the damages. Since the truck had broken down and I had no way to keep all of our perishable food cold enough for an additional 2 days of waiting/transport , we also lost over $200 dollars worth of food that needed to be replaced. We had moving assistance from a family member who ended up missing their flight home, and needed to rent a car to get back as it was much less expensive than purchasing another plane ticket. We needed to get an additional night in a hotel for the remaining members of the family as u-haul would not pay for a room big enough for all of my party. I am self-employed and lost wages due to the time that was lost due to faulty equipment as well. I was offered a settlement for $503.04 which was so far below the requested amount that it borders on insulting. I can provide pictures for the damage and the receipts/statements for everything except the dresser.Desired Settlement: I am looking for cash to repurchase the damaged goods. The breakdown is as follows:

[redacted] $1215.04 w/ receipt from purchase

[redacted] Warranty Service Call $89.95 w/ receipt for payment

Beds Beds Beds Mattress Purchase: $1661.37

The dresser was purchased at [redacted]t and the value of a replacement dresser is approx. $85 based on current retail pricing

Gas for the replacement truck $151.53 w/ receipt

Replacement food: approx. $200 w/ receipt

Airline Ticket $258

Hotel Bill $51.51

Total of: $3712.04

Business

Response:

September 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Chicago South and SW Suburbs, followed up on the information Mr. [redacted] provided. He informed our office a refund for $2,529 was issued 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

Review: I was told that I needed to replace the gas in the vehicle that I rented or I would be charged $5 per gallon. The amount of gas in the vehicle was depicted with a line drawn on a fuel tank at just under full. When I returned the vehicle, the facility was closed. I stopped at a gas station one block from the U-Haul facility. I drove 45 miles. I calculated that the vehicle got 10 miles per gallon of fuel and put a little more than 4 gallons of gas in the tank. I dropped the keys in the door. When I looked at my credit card charges, I saw that they claimed I did not replace the gas. I tried to show the service person the gas receipt but he said I could have put that gas into any vehicle and that it didn't prove my case. I had someone in the vehicle with me and saw me replace the gas. I asked him how if the store was closed when the vehicle was returned would I ever be able to "prove" that I had in fact replaced the gas. He said his technician said I didn't-end of conversation. I am an honest person and if I didn't replace the gas, I would accept the charges. However, I did replace the gas and showed him a receipt from a station one block from the store but he would not listen. He was stubborn and non apologetic at all. Ten dollars is not a lot of money but being truthful and honest is a big deal to me.Desired Settlement: I want the $10.00 charge for gas refunded. I would like you to report this complaint to the service people at this location.

Business

Response:

December 8, 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 Western New York Regional Office, followed up on the information Ms. [redacted] provided and sent her the following email in response:

Good Afternoon Ms. [redacted], I am writing to you in regards to your Revdex.com File with your recent U-Haul rental. I do apologize for the customer service you received from our East Ridge Rd location. This will not go ignored, we certainly will be addressing this issue with them and working to prevent this from happening with other customers. I greatly appreciate you notifying us of this issue so that we can correct it. I have already issued the refund of $10.00 for the fuel amount charged. This has gone back to the card on file and you should see it within 5 business days. Once again I do apologize for the situation that arose. [redacted] Executive Assistant U-Haul Co. of Western New York [redacted] Victor, NY 14564

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 began renting a unit from U Haul, in Swansea, MA in early/mid 2013 (I believe).When I began renting from them, I was told by the manager, [redacted], that I was required to (purchase) a lock from them ($12 - $14). I was informed that I could (not) place my own lock on one of their units. Well the locks they sell are heavy-duty and near-impossible to pick or break into (or so I am told) and also unable to cut, unless you have a grinder.Well, I stayed there for over a year, thought I lost the keys to the lock and bought another, then found the keys and then I had two locks. This time, however, I was leaving the unit for good and I had apparently misplaced the keys in N.H. when I moved a few things around.[redacted] informed me that I would need to pay $50 for the removal of the lock. (The one which I was required to purchase).I paid the $50, after waiting about a half an hour to be helped. 1 or 2 other people were helped before me and they showed up after me. And there were two guys there.The whole process of cutting the lock lasted about 25 seconds. (At most less then a minute).Desired Settlement: I would appreciate a refund of the $50 I spent to have a lock removed, which I was required to purchase, from U Haul. That seems to be the way it should happen. Especially after renting that unit for over a year.And there have been other issues as well...I became sick from paint, because there was almost nothing for proper-ventilation...Thank You,[redacted] (Souza)

Business

Response:

December 17, 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 Rhode Island Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Mr. [redacted] , I apologize for an inconvenice our recent renovations caused you. In an effort to expedite this issue we will credit the $50 for cutting of lock. Please note my company president had already authorized a free month and she personnally purchased a mask for your use. I understand you have moved out and are now employed in NH. Certainly wish you the best in all your future endeavours. Sincerely [redacted] EA Uhaul of RI [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:

[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: When I arrived at the location on Lorna Road in Birmingham Al to pick up my U-Haul truck at 9:00 AM (Just as the Customer Service personel on the phone had told me to do the day before.) I was greeted by a [redacted] woman who couldn't speak fluent english who told me that the lady who did the contracts wouldn't be in until that afternoon I explained to her that U-Haul said to be there at 9 to pick up the truck, because I had to make an 8hr drive to North Carolina because I had to return to work the next day. The woman gave me the key and told me she could give me the truck and that the woman would call me when she came in that evening, I assumed that was their normal protocol for this matter and took the vehicle. Then after I took the truck to my Appartment about three hours later I recieved a call from the woman who was supposed to be there to fill out my contract with Uhaul, all she asked me for was the mileage on the vehicle and if I wanted insurance, I got her that information and went back to packing. Two days later in North Carolina, I called to see when and where I was supposed to return the equipment. They said that there was no contract filed in the system, they soon found my reservation and gave me the information for drop off, and told me not to worry about the fuel level in the truck because of the issues I had in Alabama, so I returned the truck early and went through the return process, the next day my debit card was charged $167.22 for Fuel overage because I returned the truck with less fuel that I took it with, I also suffered an Overdraft Fee of $70 with my bank, my wife called and talked to Customer Service, who was aparently very empathetic and apologetic and they got her with the right people for a refund. Then she got in contact with the Regional Manager for Western NC who said that it wasn't his issue because the problem originated in Birmingham AL, and said that the Regional manager from there would give us a call, and he never did. My wife called and talked to customer service again and they said that they would credit my bank account back for the Overage fee and the Overdraft fee that they caused with my bank, and that it should be in the account that night. Two days later which would be today, my wife called them and found out that they didn't credit our bank account but rather mailed us a check.Desired Settlement: I want a FULL refund for all of the stress that this has caused my wife and I who both have high blood pressure issues. I also wish to have someone call me, because if this issue is not resolved in the near future I will be in contact with a lawyer.

Business

Response:

May 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Central Alabama Regional Office, followed up on the information Mr. [redacted] provided. He explained he spoke to Mrs. [redacted] and informed her that the refund could take 3 to 5 business days to post to her account. Mrs. [redacted] stated she had bills to pay and she incurred overdraft charges because the refund was not back in her account yet. Mr. [redacted] advised her to check with her bank and provided her with a reference number to give her bank to research the refund. The overdraft charges were incurred because she used her account to make charges before the refund hit her account. Please be advised we are not responsible for the overdraft fees. Our records indicate the refund for $200 was issued to their [redacted] account on May 22nd.

In regards to the U-Haul dealer, Mr. [redacted] explained there was normally someone who handles the U-Haul business available from 6am to 6pm. Mrs. [redacted] relayed they could not go back to the U-Haul location for the contract because they had to be moved out by 1:00, however, she did receive an emailed a copy of the rental agreement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I feel as if the company is not trying to take responsibility for their actions, I have already contacted my lawyer I know I have a case, we were never emailed a copy of the rental contract, it was a reciept saying I had paid for it, but that was all. I will allow U-Haul another chance to make things right for all of the stress that this has caused for me and my wife.

Regards,

Review: I signed into a contract with U-Haul Enterprises in renting a 26 foot truck from 6/11/2012 at 5:18 p.m. until the return date of 6/15/2012. I picked up the truck from [redacted] Care LLC located a[redacted] and dropped the truck off at [redacted] Mart[redacted] U-Haul was made aware that this truck would be traveling from [redacted], OK to [redacted], CO, a location that is within the mountains with steep grades, climbs, drop offs, ect. Less than 100 miles into the trip, the brake light came on in the truck. While driving down the interstate through [redacted] the power steering failed going completely out. Might I add, my husband was driving the truck who happens to be a [redacted] in the State of Colorado who has had extensive training within operating a vehicle in hazardous circumstances. Upon pulling off onto the exit, my husband discovers the brakes in the vehicle have completely went out aslo. He is forced to down shift and use the emergency brake in order to order a deadly crash with vehicles in front and behind him. He was able to pull the vehicle into the nearest gas station which at that time I contact roadside assistance. A mechanic came out and fixed a line. At this point I am very frustrated to be traveling with a baby and a truck that has already caused a life threatening circumstance so early into the trip. I am greatful my husband was driving the truck otherwise a deadly crash very likely would have occured. After being repaired, the a/c went out next. Upon arriving within Colorado shortly before arriving to our destination, while driving down a steep grade, the power steering and brakes give out forcing my husband once again in the same life threatning circumstance only to have another mechanic come out and fix the EXACT same thing that was previously fixed and forcing us the drive this deadly truck even farther to it's drop off location. Obviously, there is an underlying problem that is not being mechnically taken care of.Desired Settlement: I am requesting a 100% refund on the truck, not the mearly 25% the claims representative offered 5 days ago and whom which I have not heard back. My family has been placed in a life threatening circumstance, more than once, due to the fact U-Haul enterprises are not properly maintaining their vehicles. I also have hundreds of dollars worth of damages to furniture that was inside the truck when the truck was sharply veared off the road to avoid a traffic collision. I'm simple asking for a refund.

Business

Response:

June 28, 2012

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

Mr. [redacted], our Area Field Manager for the U-Haul Company of Tulsa, followed up on the information Ms. [redacted] provided. He informed our office he issued a credit for the full amount of the rental charges in the amount of $696.01 back to Ms. [redacted]'s 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

Review: I made a truck and trailer reservation with uhaul. I was later contacted by "[redacted]" at the corporate regional facility who told me that the truck rental combination that I was trying to purchase had to be classified as a one way truck rental. This reclassification essentially doubled my rental charge. I know this is not true as I have rented with this combination previously for a local only move. I then called back and spoke with "[redacted]" who said that "[redacted]" had modified my reservation without my permission to include a much smaller truck instead. I then had "[redacted]" change my reservation to only include a truck rental. "[redacted]" took my credit card information and gave me a rental confirmation. I then booked my movers for over $400. I later rechecked my uhual reservation online only to find out that it had been cancelled! The representatives did not even call me to notify me of the cancellation! Had I not rechecked my reservation I would have shown up on the day of my move with no truck and $400 worth of movers sitting around! I called the regional center back and the representative told me that he had looked up my rental history and accused me of previously renting a truck under a local reservation and then taking it to California! "[redacted]" obviously did not do his home work because if he had he would have seen that I lived in the same [redacted] city where the local truck rental was made and returned. He would have also noticed that I had made a separate one way truck rental during another rental in which I spent nearly $4000 with uhaul to move from [redacted] to [redacted]! I then called the uhaul corporate customer service number and filed a complaint. The customer service representative told me that she did not see that anyone by the name of "[redacted]" or "[redacted]" worked at the regional facility. She then told me that I would have to speak with "[redacted]" an upper management person at the regional facility. Unfortunately, I was then transferred back to the same people. I will not choose uhaul again!Desired Settlement: As I have already made other arrangements for my truck rental, I would like a formal apology from uhaul corporate for the unprofessional manner in which these to company representatives conducted this matter. I would also like this information retained on the Revdex.com website for other customers to reference for future business matters involving truck rentals.

Business

Response:

July 15, 2012

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

Our Traffic Manager for the U-Haul Company of South Philadelphia spoke to Mr. [redacted] and offered him an apology for the inconvenience he experienced. As we value Mr. [redacted] as a customer, we also sent him a $20.00 VIP Certificates 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 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

Review: One-way rental truck broke down twice during move from Georgia to Ohio. Resulted in additional 8.5 hours on trip. Instead of replacing truck after first break-down, I was sent off in same truck. Last 95 miles of trip had to be towed. Was on side of highway in [redacted] waiting for a tow truck approximately 3 hours in pitch black, dangerous conditions. U-Haul refuses to refund truck rental. Emergency roadside assistance number misled and lied to me all day regarding estimated times and resolution.Desired Settlement: Full refund of truck rental.

Business

Response:

July 30, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Central Georgia, followed up on the information Mr. [redacted] provided. Please be advised that as with anything mechanical, when a problem arises, it will be when in use. We also need to consider that Mr. [redacted] did complete his move, which consisted of over 500 miles with the U-Haul truck. Ms. [redacted] informed our office she spoke to Mr. [redacted] and addressed his concerns. By acknowledging the inconvenience Mr. [redacted] experienced, she offered a refund for $300.00 as an adjustment on his rental, which is more than 50% of the base truck rental fee. Although Mr. [redacted] declined our resolution, in an effort to show customer good faith, Ms. [redacted] issued the $300.00 back to his Visa 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,

Executive Assistant

U-Haul International

Review: My moving experience started horribly and continued to get worse. I was moving from [redacted] to Nebraska and informed the day before I needed my rental truck that there was not one available in my desired pick-up location. (I was asked to travel 75 miles one way in the opposite direction that I needed the Uhaul) I scrambled to make changes at the last minute and ended up picking a truck up in [redacted], IA. My friends had to leave work and school early to make this work and no one apologized to me once for the inconvenience. When I arrived, the person was completely incompetent and took 30 minutes just to check me in and give me the keys. If that were the end, I would have dealt with it and given up. However, when I went to drop my truck off on a Sunday evening, I was welcomed by a fenced and gated in storage facility, [redacted]. The gate happened to be opened when I pulled up because someone that had a storage unit had entered right before I got there. Unbeknownst to me, the gate immediately started closing in on me and LOCKED ME IN! The worst part about the situation was that I had called UHaul twice earlier that day asking about procedures to drop of the truck. Both the representatives said the storage facility was a 24 hour drop off and directed me to park the truck and put the keys and the reservation paper in the drop box. It took three phone calls to different representatives and none of them were successful at getting me out of the storage area. I had to deal with a maniac man that lives in the storage facility. He finally came out and yelled multiple swear words and profanity at my friend and I. We were told very diligently that "This was not his f[redacted]g problem." The best part, a representative from UHaul was on the phone with me and heard every word, but do you think they did anything about it - NO! I have been on the phone with multiple people, filed a complaint, and was told in a rude and untactful email that nothing was going to be done.Desired Settlement: UHaul has no idea with customer service is. No one at this company knows how to say thank you or even begin to address any real problems. After filing a legitimate complaint, I received a rude, unprofessional email with no inclinations about how UHaul planned to fix any of these issues. I was locked into a storage facility and yelled at by a crazy maniac because of many flaws with this company. The emotional toll and stress of that is all I need to request a full refund of $315.00.

Business

Response:

September 11, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns and also advised her of a refund for $100 that will be issued back to her Visa account as an adjustment on her rental. 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

Review: To Whom It May Concern:I rented a U-haul from the location in Leesburg, VA. I rented it shortly before closing time. After leaving the premises, it was clear that it was unfit to drive due to a heavy, toxic smell which was nauseating. We returned the truck without using it to move an item. I immediately contacted U-haul, and they said they would look into the issue. They never responded. When I contacted them again, they said they had in fact contacted the location and that they found a cleaning detergent had been used, but stated there was nothing they could do for us.Desired Settlement: This truck was not drivable. The smell was intense. Keeping both windows open was not enough to make it OK to breath in the car. WE pulled our shirts over our nose and mouths, and still found it difficult to breath. We promptly returned the truck. We'd like our $60-plus dollars refunded.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

Executive Assistant for the U-Haul Company of Northern VA, followed

up on the information Ms. [redacted] provided. He mentioned that

although Ms. [redacted] states she did not use the U-Haul truck, the

odometer registered 50 miles and was not returned until the following

day. In the interest of customer good faith, Mr. [redacted] will issue

a refund for the cost of the rental in the amount of $66.37.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: Uhaul stealing from customersI rented a truck from them on Oct 5thI returned the truck with the same gas level indicated in the contract which was initialed by the Uhaul representative. They charged me $20.25 for gas + $30 for "fill-up services"

Product_Or_Service: truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my money back!I want Uhaul to apologize from me as the guy in the front desk called me being smartI think UHaul is a thief stealing in very cheap waysand I want this to be advertising unless I see an apology in "smart"

Business

Response:

October 30, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Ivy O'Donnell, our

Executive Assistant for the U-Haul Company of Northwest Chicago

Suburbs, followed up on the information Mr. [redacted] provided. She

informed our office she sent Mr. [redacted] an email offering her

apology for the inconvenience and confusion he experienced. She also

advised him of a refund in the amount of $50.25 she issued back to

his [redacted] 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

Review: Rented a truck on 11/28 6pm returned truck aprox 8pm uhaul charged a total amount of 75.00 to my checking account, total charges were only 47.34 when I contacted uhaul on 11/30 I was told my bank was holding 75.00 and that uhaul only charged 47.00.After my bank verified that uhaul indeed charged 75.00 I called back and spoke with [redacted] after I explained my issue he in a very unprofessional manner advised "dude (which was offensive being im a female paying customer) im helping a customer.I waited 10 min and spoke with a woman named [redacted] who tranferd me to an arizona company. I have disputed charge with my bank but did opt to pay the correct amount of 47.34 .I feel this is a form of theft over charging customers and forcing then to resolve the issue is unfair,and to refer to customers as dudes is beyond me if this uhaul is a member you should reevaluate their rating.I will never do business again. Because of this charge payments for bills will not go through I will seek any punitive damages or charges accrued as a result of this unauthorized chanceDesired Settlement: Repayment of any over draft fees accrued on account.Also would like my complaint placed on their website customer review content so that customers get a fair idea of this business as Revdex.com intenand an apology for the inconvenience and poor customer service

Business

Response:

December 5, 2012

Thank you for your concern for our

customer Ms. [redacted].

Ms. [redacted], our Executive

Assistant for the U-Haul Company of Las Vegas, followed up on the

information Ms. [redacted] provided. She informed our office she spoke to

Ms. [redacted] and Ms. [redacted] relayed that her bank released the funds that

were on hold. As we value Ms. [redacted] as a customer, Ms. [redacted] sent

her a $25 VIP Certificate that can be used toward a future purchase

or rental on the many products and services U-Haul has to offer.

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 reserved a 5' x 9' Utility Trailer with Ramp from U-haul on August The day prior(September 2012) to my pick up on September, I received a call stating my trailer wasnt a one-way rentalI reserved this trailer to pick up a Refrigerator I purchasedI drove all the way down from Eielson AFB, approximately miles to pick it upWhen I called them back on the 24th, they told me something entirely different from the day priorThey told me that it wouldnt be available until thursday or friday and I am driving back early tuesday morningNot only did I have to take time off of work but it also costs me $IN FUEL AND OVER $FOR LODGINGI also have to go to sears and cancel my order and get a refund for the money I ALREADY PAID FOR THE APPLIANCEThey have been holding it for me and will probably charge me a restocking fee of at least $50! This was supposed to be a pleasant trip to pick up my order and it has turned into a nightmare! Uhaul has wasted my time and MONEY!Desired Settlement: I would like reimbursed for the cost of my trip and any and all fees associated with the return of my item and any charges Uhaul placed on my cardThey also have a $guarantee
Business
Response:
October 17,
Thank you for your
concern for our customer Mr[redacted]
Mr[redacted], our
President for the U-Haul Company of Alaska, followed up on the
information Mr[redacted] providedHe informed our office that him and
his Traffic Manager have left a message for Mr[redacted] requesting a
return call to personally address his concernsHe also mentioned
that a credit for the $Reservation Guarantee Fee was issued back
to Mr[redacted]'s credit card 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 themThank 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 complaintFor your reference, details of the offer I reviewed appear below
I will be in contact with Mr[redacted] as soon as I canI have been in and out of hospital with cancer screening and treatmentI do beleive I am entitled to the $because that is their guarantee but I also beleive I am entitled to more because of the way the regional office handled the situationI spent a lot of money and time to drive down when they could have called me 4-days prior and I would not have made the trip
Regards,
Business
Response:
December 7,
Thank you for your
continued concern for our customer Mr[redacted]
Mr[redacted], our
President for the U-Haul Company of AK, reviewed the information Mr
[redacted] providedHe informed our office he has still been
unsuccessful in reaching Mr[redacted]Mr[redacted] can reach Mr[redacted]
at ###-###-#### or direct at ###-###-####
We continue to be
committed to providing our customers with the highest standards of
service in the do-it-yourself moving industryThank 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 complaintFor your reference, details of the offer I reviewed appear below
Regards,
I contacted Mr[redacted] and explained to him my situationI will be in touch with him as soon as I canThe complaint is important to me but my health is a higher priorityThank you
Business
Response:
December 10,
Thank you for forwarding
Mr[redacted]'s updated information to our officeWe will add his
comments to our file
Sincerely,
Executive Assistant
U-Haul International

Review: On January 5th, 2013, I spoke with someone at [redacted] and booked at 26' truck with auto transport and was told that both items would be available for pickup, first thing in the morning on Friday January 25th, 2013 in [redacted], NJ. Just to confirm, I called the [redacted], NJ location and was told by a gentleman named [redacted] that both the truck and the auto-transport were there. He warned me that many times U-Haul will deliver the truck to one location, and the auto-transport to another, but he confirmed that both were at his location and would be held for me on 25th.

I then went and arranged for my movers.

On Thursday, January 24th at 6:14pm I received two text messages from U-Haul. The first one said that my reservation was scheduled for 9am pick up in [redacted] NJ. The second text that came through at 6:16pm said that my reservation was scheduled for 10am in [redacted], NJ. I called both locations and they were closed. I had no idea what was where, why I had two different locations and why they weren't for first thing in the morning, as scheduled.

The next morning, move day...I woke up and called the [redacted] location and the gentleman answered the phone and said that both a truck and auto-transport were there, but he wasn't sure if they were mine. He said that [redacted] handled that. Since I spoked with [redacted] earlier in the week and he told me both were being held for me and would be available for pickup at 8am, I decided to head on over. When I arrived, both items were there, but I was told that the truck was NOT for me, only the auto-transport. He had no idea who the truck was for, but would not release it to me, since U-Haul Corporate told him that only the auto-transport was mine.

What on earth was I to do with an auto-transport with no truck. I was told to go drive to [redacted], NJ to pick up the truck, then come back to [redacted], NJ to get the auto transport. This was impossible to do.

I had just driven 7 miles to waretown, now I had to go 13 miles to [redacted], drive back to [redacted], have them hook up the trailer and then back to my house. My movers were charging me and were scheduled to begin at a certain time. I only had time to pick up the truck and [redacted] and head home to start loading the truck.

I had to leave my car at the UHaul in [redacted] and have someone drive me all the way back the next day. A huge inconvenience, especially after moving. We spent 6 hours driving, just to pick up my car because U-Haul didn't have it together enough.Desired Settlement: I expect a full refund of the truck and miles. U-Haul did not deliver what they said they would and I ended up having to be late for my movers in NJ, Late for my movers in PA and putting the extra miles and time on my car.

Business

Response:

January 30, 2013

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

Mr. [redacted], our President for the U-Haul Company of Southern NJ, followed up on the information Mr. [redacted] provided. Although we strive for 100% satisfaction, there are times we may need to offer an alternate pick up location to fill a reservation. Having to offer an alternate location can be due to a number of reason and include our previous customer not returning on time or to a different location than promised as well as equipment malfunction. Mr. [redacted] has corresponded with Mr. [redacted] by email advising him of two separate credits. A credit for the $50 Reservation Guarantee Fee was issued back to Mr. [redacted]’s Master Card account along with a credit for $61.19 for the extra day charges he incurred. Both credits should post on Mr. [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