J.R.J. Tara Corporation

Review: Bottom line, U Haul employees loaded the Toyota Tercel on the tow dolly and hooked it up to the tow truck improperly resulting in ripping of the front wheel off the Tercel. I filed a claim against U Haul insurance a couple of days after the accident. Months later after many emails and phone calls the claim was rejected because the tow dolly itself was not defective, and U Haul engineers said that no matter how the safety chains were hooked up could not have caused the problem. I agreed that the dolly was fine but that U Haul written directions are very clear as to how the safety chains need to be moved from the tongue when towing empty to the towed vehicle when towing a vehicle on the dolly. This caused the damage and U Haul is responsible and ethically should pay.

Unfortunately for me once U Haul makes a decision the contract states I must arbitrate (cost $975) and no other information can affect that decision. In Tacna, I was given my receipt that I requested, not at 8:30 am when I paid, but just as I was leaving after the dolly and Tercel were loaded at 5pm. The young mechanic said, "Stop. I have papers for you." He ran to the office and hustled back with a Receipt and handed them thru the truck window. We drove out of the parking lot and thru the gate which they locked behind us. We did not look at the papers until after we dropped off the dolly in Tucson at U Haul. I maintain that since I didn't even know there was a contract, much less sign it, it doesn't apply.

However, not asking me to sign the contract or even telling me about the safe towing tips it contained was a large mistake by those employees. My first signature was to agree to arbitration my second signature was to accept all responsibility for damage regardless of fault. Not to mention the warning that the insurance I thought I had (my credit card and automobile policy) didn't cover U Haul equipment. You can't be much clearer about telling someone to buy insurance. Which, I found out months later, cost all of $16.

Using their own instructions, my two additional witnesses and a simple child's wagon, I can demonstrate the accident was caused by improperly hooking up the dolly. I believe I can win in front of a judge. However U Haul knew from the moment I called and before I opened my mouth they would win if they chose to win. Read on.Desired Settlement: I have three good outcomes listed in order of preference. 1) I would like to be reimbursed for the damage to the left front end of the 1983 Tercel $1332.79. I have already paid the bill so as to get on with engine repair. It as been three months finding used parts for this old car which is why I did everything I could to be careful in the towing. U Haul insurance has rejected my claim. Arbitration costs $775 plus another $200 closing fee. In the fine print of the Arbitration Agreement it states that either U haul or the customer may sue in Small Claims Court. So

2) Small Claims court would cost $62 for me and $32 to U Haul. No appeals. Win or Lose, Done and get on with life. This is a good logical choice for a $1300 claim. But

3) it is U Haul's right to move the claim into a higher court and make the process so expensive to litigate that win or lose I'll be out thousands of dollars and months of time. That is, my costs will be many times what I could win since legal fees are unlikely to be paid by the loser. So for very little money U Haul can win by simply paying a small fee and moving to try the case in a higher court. Interestingly, none of the U Haul employees I asked knew arbitration cost $975 nor did they know my right to use small claims court. Which really isn't a right at all unless U Haul agrees to it. Unfortunately the Tacna U Haul manager died last week, the U Haul rental operation there has been closed down and the young mechanic who did not follow U Haul's instructions and improperly connected the dolly is gone. When I met them they were both good men doing their best and like all of us occasionally making mistakes. Perhaps you can get U Haul to do the right thing.

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. Although Mr. [redacted] states he did not receive a contract, Mr. [redacted] relayed we have a signed contract from him. It is the customer’s responsibility to put their vehicle on the towing equipment and make sure their vehicle is secure before towing. If someone at the dealership helped with the loading process, it is still the customer’s responsibility to inspect the vehicle. Mr. [redacted] explained that the dealer in question is now closed, but had no previous claims for damage due to improper hookups. A claims adjuster from RepWest Insurance Company did review the case and determined U-Haul was not at fault. Mr. or Ms. [redacted] may want to have the matter addressed by their insurance company.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: 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: 6/13/14 5:13 PM

I am writing this letter to inform you of the extremely poor experience that I am having with U-Haul. On May 19th, I ordered a U box to be shipped from Burnsville, MN to Tallahassee, FL. My contract states “We are scheduled to have your U-Box pod loaded and back at our shipping location before Monday, June 02, 2014. Your GUARANTEED arrival date at our neighborhood U-Haul location in Tallahassee is Monday, June 09, 2014. We automatically charge your card for shipping five days prior to your guaranteed arrival date, we will charge you in the amount of $1,457.00 on Wednesday, June 04, 2014.” I do have to original contact if you would like to see it. “ I promptly picked up my U-Box at Burnsville, MN on May 31st (as instructed) and there was no U-Box ready for me. The U-Haul representative was able to load a U-box on the trailer, and I brought it home to load. My father then dropped the U-Box off at 7am on June 2nd, as instructed. The representative told my dad that everything was good to go. Neither my father nor I was instructed to provide a lock or given any paperwork or tracking number. I did not receive any emails or phone calls stating that my pod had been shipped. However, the online reference showed that my U-box was in transit and set to arrive June 9th in Tallahassee, FL, as contracted.

My brother and I drove to Tallahassee, FL, arriving June 8th. I called the U Haul center in Tallahassee, and my U-box had not arrived yet. My brother took an entire week off of work to help me move and unload my stuff. On Monday, no one gave me any answers. I kept getting routed to the call center and no one knew where my U-box was. I had to purchase an air mattress to sleep on and some clothing for my new job. On Tuesday, someone in the call center told me that my box had arrived and that I may come pick it up. So my brother and I rented a U haul truck to come pick up the U-Box. After waiting in line at the center, the sales associate (Alvin), told me that they did not have the box. So I rented a UHaul truck for about $50.00, drove to the location, turned around with no answers and had to fill up with gas for no reason. On Wed, my brother had to leave to return home. Now I had no help moving. No belongings. And no answers. On Wednesday, I was told that my U-Box shipped out of MN on 6/9 and that it should be in Tallahassee by middle to next week (6/16-6/18). It was supposed to arrive on 6/9!!! I start orientation at my job (RN), where I would be gone 7am-7pm, and need all of my nursing clothes and supplies. Delivery one week after the ‘guaranteed’ date of arrival is unacceptable. I refuse to pay full price for this service. I have been inconvenienced for 5 days, received horrible communication between centers, and have only been offered a $50.00 refund + moving services (from [redacted]).

Today is Friday 6/13, and my pod has arrived. Joseph dropped off the U-Box around 1pm. My movers were scheduled for 2:30pm. After dropping off the box, I noticed that there was a “U Haul” lock on the box. I did not put a lock on my box. I was not told to do so. How can a company allow locked boxes? People could easily put drugs or other illegal things in the box that U-Haul would be responsible for. In addition, I was never told that the Burnsville location placed a lock on the U-Box for me. Around 1:30pm, I called U-Haul of Burnsville, and they had no idea where the lock came from. They said that they would investigate and call me back shortly. It is now 5pm, and I have not heard anything from them. After contacting U-Haul in Tallahassee around 2pm, they have no records of a lock. They called me back around 3pm, confirming that the box was indeed mine. By now, I had to cancel the moving company because there was a lock on the box and U-haul told me that I needed confirmation that the box was indeed mine. I used local services to clip the lock, but the moving service can no longer come today. After researching some other companies, I found some movers that could do the service for $165.00. I called U Haul, and [redacted] informed me that U Haul was only willing to give me the initial amount requested (110.00) and that I would need to cover the remaining balance. So now I have an unlocked U Box sitting in my parking lot with no moving company. I will need to go buy a lock, to ensure safety overnight.

In addition, I asked that my credit card be charged for this service. U haul has now charged the wrong card (my debit card) three times. Once on 6/9 for $74.76. Another charge on 6/12 for $1457.00. And another on 6/13 for $246.00. I have only received a receipt for the $1457.00 charge. I have no idea what those other charges are or where they came from. And I requested that they all be placed on a separate card.

U Haul agreed to pay for my movers and for the truck that I rented to pick up the box (that wasn't there). So they agreed to pay for services that their insufficient service called for. This seems to be implied. They have no addressed my case any further. I have written a complaint and contacted customer service. [redacted], the traffic control manager in MN, has decided that reimbursement for the movers and unnecessary truck rental (due to their error) is all they will cover. This is not what my contract says. For $1700.00, I contracted this company to move my stuff from point A to point B, guaranteed by June 9th. This is unprofessional service and I deserve to be compensated.

Thank you,

[redacted]Desired Settlement: I would expect U Haul to offer at least 50% off the entire bill. The amount of time on the phone, inconvenience, stress, and money spent due to their mistake would at least total 50% off, if not more.

Business

Response:

June 24, 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 Southern Minnesota regional office, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s father returned the loaded U-Box without a lock. He was advised we could not accepted a U-Box without a lock. As stated on the rental agreement, it is the customer’s responsibility to provide a lock for the box. Her father then returned the box with a lock. Once the U-Box is returned loaded, the fee for the first month of rent and the trailer rental are due. This fee must be paid before we can schedule a carrier for pick up. Ms. [redacted] relayed that the credit card Ms. [redacted] supplied was declined. Several attempts were made to contact Ms. [redacted] for payment with no response. Once they were able to reach her, they were able to charge the balance due of $74.76 and the shipping was scheduled. On June 12th the shipping fee was charged in the amount of $1457.00. Ms. [redacted] and her brother called our Traffic Manager several times. Ms. [redacted] relayed she had been told her box had arrived when in fact it had not and that her brother had to leave and she would have no help with her move. She relayed the truck rental plus hired help would cost $110.00. A VIP Certificate was issued for $110.00 to use toward the hired help with Emove. When Ms. [redacted] relayed there was a lock on her box and was seeking further reimbursement, she was advised U-Haul was not at fault and no further refund would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I do not approve of this resolution because there are false statements within the report. First, my father was never advised to put a lock on the box. Second, he did NOT put a lock on the box. Therefore, when the box arrived 5 days late with a lock on it, there were no records of where the lock had come from. The lock had clearly been put on the box from U-haul, given that "Uhaul" was printed on the lock. Second, the card that I provided was not declined. I have never had issues with my debit card, and used my card daily during this time of it being so called 'declined.' There was no attempt to reach me via phone or email to tell me about issues on the card. Furthermore, I requested that the charge be put on my credit card, and for the company to please call me on June 4 (the date that the charges would be placed, according to my contract). Not only did I receive no phone calls or emails, but I was not even able to get answers as to where my U-Box was, or when my charges would go through (On June 9th). My contract states that I would have GUARANTEED arrival by June 9th, in Tallahassee, FL. This is my main point of frustration. My contract clearly states that this business would preform their service by a guaranteed date, and they did not. Therefore, I do not believe that I should pay them the entire balance. If a consumer pays a service provider money to do a job, then the job must be performed as contracted. U-Haul did not perform their contracted job and therefore should not expect to be paid the entire amount. It is unprofessional and irresponsible.

Regards,

Business

Response:

June 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Minnesota regional office, reviewed the recent information Ms. [redacted] relayed. She explained that regardless who put the lock on the box, the contract does state the customer is responsible to place a lock on the box. She also found that Ms. [redacted] had informed our receiving location of a new credit card number to use, however, Ms. [redacted] mentioned it was not provided to her office and Ms. [redacted] did not return any of their calls until the shipping date. Ms. [redacted] spoke to Ms. [redacted] and her brother as well as our Traffic Manager, [redacted]. At that time Ms. [redacted] accepted and agreed to a refund for the additional truck rental expense her brother incurred and a $110 VIP Certificate to pay for the movers she now had to hire as a resolution. Since Ms. [redacted] is now expressing her displeasure, Ms. [redacted] issued refund checks for the $55 difference between the $110 VIP Certificate that was previously issued and the $165 she paid for movers along with the $50 Reservation Guarantee Fee. Ms. [redacted] should receive the refunds within the next 10 business days.

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 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: 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: Employees and manager of UHaul of [redacted], MI provided an improperly outfitted and unsafely rigged auto transport for my move from [redacted], MI to [redacted], AR. I was charged not only for the transport rental, but the service for them to safely rig and secure my Jeep plus two additional parts to do so.When I made the initial reservation in person, no one at this UHaul asked about my tire size or even bothered to step outside to verify for themselves. As a result, on the day of the rental they did not provide/have the necessary properly sized wrap-around tie-down straps to accommodate the front wheels of my Jeep. The end strap which attaches to the ratchet tie-down on the front of the trailer was too short. Solution? They charged me for TWO additional straps (Axle Strap 30" x 2", Two "D" part code 18700) which they proceeded to cut and use as extensions for the wrong-sized transport straps. They looped the auto transport strap through the buckle on the cut strap and tied some manner of knot. They kluged an unsafe solution to 'secure' my vehicle on this auto transport. Throughout my 940+ mile journey I diligently checked these straps as they kept slipping/loosening, particularly the driver's side strap, which actually once slid entirely off the wheel.Upon arrival at the destination UHaul in [redacted], AR the employees there were literally beside themselves at the unprofessional and unsafe nature of this rig. They took photos and filed a complaint on my behalf. For this I was informed I would receive a $50 refund from UHaul of [redacted], MI. This 'stipend' is highly unacceptable considering this trailer was not only INCOMPLETE and NOT READY for rental, but knowingly UNSAFELY rigged and sent out regardless. Moreover, the employees at UHaul [redacted] stated they themselves have many sized straps to accommodate all manner of tires including mine and couldn't understand why UHaul of [redacted], MI didn't have this necessary equipment on hand as they should.Desired Settlement: I desire refunds for the entire rental fee for the auto transport ($220.00 + applicable taxes), the fee I paid them to connect and secure the auto transport ($21.20 including tax) and the two axle straps ($18.97 including sales tax). Reason: This trailer was not correctly outfitted for rental to a customer. Not only was the auto transport unsafely rigged, but I was charged for an incomplete product. The rental is supposed to be for a properly outfitted and complete trailer with correct straps.

Business

Response:

March 17, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul of [redacted] location, followed up on the information Mr. [redacted] provided and sent him an email advising him of a refund she issued for the full amount of his rental. She included her telephone number if he had other concerns and wished to speak to her. The refund should post on his next [redacted] 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,

[redacted]Executive Assistant

Review: I wrote this letter to the President of U-Haul on July 2nd, 2014 and have not received a reply.

We are long term U-haul customers and our most recent experience was extremely disappointing. As a nationwide company we expected our experiences to be consistent in any city we were dealing with. This was not the case in our most recent experience.

We rented a 26 ft truck in [redacted], Oregon to start the first phase of our move to [redacted], California. We had a week to make the trip. Plans included loading, driving, unloading and meeting with local contractors at our new home before returning to Oregon. We reserved motels along the way in two cities.

Our troubles began near [redacted] Ca, approximately 425 miles south of Portland. We were driving on I-5.

1. The truck suddenly lost speed and died. We had to navigate to the side of the road. We called U-Haul roadside assistance and while speaking to them I was able to start the truck.

2. The truck died several more times which slowed down our progress to our first night destination. Each time the truck died, we called road side assistance. It was finally recommended to get to Redding and see how the truck was in the morning. We managed to make Redding, Ca. We parked for the night, and since there is no locking gas cap on the truck, 75 gallons of gas were siphoned out of our tank.

3. We left the next morning for our next destination [redacted], CA. The truck died every 30 minutes outside [redacted], with temperatures over 100 degrees. Heavy traffic and running out of power was both dangerous and frustrating. Each time the truck died we sat for 5 to 10 minutes until we were able to restart. We called roadside assistance numerous times as I am sure you can see by your documentation.

4. Our next choice was to go to the U-Haul store in [redacted], CA (on [redacted]). We called at 2:15 and spoke to [redacted]. We advised him of our issues and that we were on our way. Roadside assistance was notified and said they would send a mechanic. The mechanic did not arrive until 4pm. We waited in the store sitting on boxes; does this place have no chairs? Luckily we had water and sandwiches. The mechanic was still working at 5pm. The truck was left in a locked area for the night. We had to cancel our prepaid hotel in Wheeler Ridge. We also had to cancel the movers we had hired in [redacted], California.

5. We called roadside assistance and they made the decision that instead of giving us a workable truck they would take the less expensive route and put us up for the night at a dumpy Super 8 Motel. The hotel was dirty, smelled of cigarettes and was not a pleasant experience for a valued customer. We asked if we could pay the difference and choose a better hotel and were told no. We were also not offered transportation to our motel. Luckily the mechanic was very nice and drove us. We had no transportation to drive out for food so consequently we were stuck in a motel for the night with delivery. We were told that [redacted] would be our single point of contact manager so we did not have to repeat our issues.

6. The next morning we called the U-haul roadside assistance and we were put on hold from 915 to 945 only to be told that they were still working on the truck. No call back from our [redacted] manager [redacted]. We then asked for a rental car and instead they sent us a text (at 1040) saying they had arranged for late check out. We called again and spoke to [redacted] on the escalation team. She also did not follow up and call us back. At 1103 we got a call from an employee at the [redacted] Rd. store that the mechanic had arrived. We went back to the store and again waited while the mechanic consulted with other mechanics regarding the problem with the truck.

FINALLY, it was determined that something pertaining to the fuel pump and a part was replaced. We finally got the all clear to leave but the mechanic recommended that we stay on Hwy 99 as there were more towns to stop in should we stall again. It turns out that this was good advice as the truck stopped again 240 miles down the road right in the middle of major construction. We sat in the truck again. The final time it broke down was going uphill on I-5 into Los Angeles. The truck died. I was able to pull over to the side using momentum, but not before I was passed on either side by a semi-truck. It was a near miss disaster.

We arrived late in Valencia and stayed the night. The next day we arrived in [redacted].

We had to project manage through this whole ordeal. There was consistently no follow-thru. Every call required a complete review of the situation. Are there no notes kept? Are the managers spread so thin that they can’t fulfill promises to follow thru?

This ordeal had cost us a full day. We had to be back in Oregon by the end of the week, and in addition to movers, we had lined up a number of other appointments with contractors.

As a real estate broker, I often refer clients to U Haul and recommend using the movers thru the U Haul link. I have found it to be helpful and reliable. Had this been the only experience I had with U Haul, I would not do business or refer business to U Haul. I rely on customers to grow my business. I understand that negative experiences may occur, but it is how they are dealt with that will keep customers coming back. I like many business owners, apply the basic philosophy to provide the level of customer service that I expect.Desired Settlement: I am requesting that I receive full compensation for the cost of the rental fees

Business

Response:

Thank you for your concern for our customer Mr. [redacted], a Senior Customer Service Representative, followed up on the information Mr. [redacted] provided and sent him the initial following email on September 2nd in response:Dear Mr. [redacted], I am writing in response objection[redacted]. I apologize for the inconvenience you experienced during your previous rental. After review of both the calls and the letter, I did find that we advised you to purchase the items you felt were needed for this issue, and to save the receipts until returning the equipment. If you do have any receipts you wished to submit for this issue, we can review them for possible compensation. In regards to the rental itself, while I do see quite a few people were working on the file, I did listen to a few of the calls, in which you didn't need to go over the issue again, as the agents did have all of the notes available. Even with the delay, you did still arrived at their destination, and so we feel a full refund is not warranted. I reviewed all available information and determined that we can refund $100 of the amount you paid on this rental. In addition, we can certainly issue $40 in VIPs. Once again, I do apologize for the experience, but if you would like to accept this offer (or have any questions), please feel free to contact Customer Service at ###-###-####.When Mr. [redacted] did not hear back, he sent Mr. [redacted] another email today:Dear Mr [redacted], As we have received no response, I have processed this refund, and you should see it within 3-5 business days. The VIPs have been sent to you immediately and will be activated 24 hours from the time they were created, and are good for 24 months. If you have any additional questions, please feel free to contact Customer Service at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Review: Run around from UHaul for the past 9 days (and counting) trying to ship my things from CO to VA. They told me thier UBox instead of PODS is a better price but really sold me too little space. Corp Cust svc just passed it back to the local store. Who decided to make me pay for calling Cust svc by keeping my things from me and dragging shipping out of CO until past date to reach VA in time...taught me a lesson for calling customer service. I rec'd most convos after they got heated... Dealing with Manager [redacted], at [redacted] he's where my things are stored and I can't get him to ship or tell me price, and Regional Manager [redacted] hasnt been any help. Filed 4 complaints (in tears) to their customer service and each time they sent the complaint right back to [redacted] who never did what he said he would do. He actually made me cry on the phone once because he was accusing me of being the reason all of this was happening, just like his people were doing. I honestly feel they all treated me this way because I'm a Black Woman. I'm hoping my things will ship tomorrow because today after 8 days of calling and asking and the run around I was ALLOWED to see my things and given THE COST...but I fear [redacted] will continue with his grudge...I don't even know why he's upset with me the only thing I did was request an extra box when they sold me too few...if anything I should be upset with him. I've written out what happened to the best of my ability because I'd like to take them to small claims court to pay the movers who stayed at my house for 6 hours waiting for UHaul to get a new UBox to my house and the stress. If you can help me I just want whats right and fare. These guys are bullies and I cant just turn my back, what about the next single woman trying to move by herself? They really scared me but I just can't afford to pay so much extra when they convinced me it was much less. And they shouldn't go around scaring women like this

Product_Or_Service: UHaul UBox

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I was charged nearly twice what I was originally quoted, when I was trying to decide what service to use, (i.e., moving company, uhaul, PODS...) UHaul convinced me they'd be the least but didn't tell the correct space. Then when I requested more stuff their Manager yelled at me and scared me and told me he wouldn't help me then convinced me that I should be grateful he's trying to help me and when I complained about this to Corporate, he retalliated against me. Lawy

Business

Response:

May 30, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for you concern for our customers Ms. [redacted] and Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Ms. [redacted] and Mr. [redacted] provided. Please be advised that the shipping of a U-Box does not start until the shipping fee is collected. Ms. [redacted] informed our office that the shipping fee was not paid until Monday, May 27th, therefore the U-Box is scheduled to arrive within 10 days of that date. Our President for the U-Haul Company of Northern CO spoke to Ms. [redacted] this past weekend and addressed her concerns. Our office was assured the situation would be discussed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul. Ms. [redacted] relayed that a refund will not be issued.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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.I have attached the full write up of my experience with the Colfax and York Uhaul loactions as well as other management to date this includes everything that happened. Follow this link to hear the recorded conversation I had with Ms. [redacted] ([redacted]) (Review all of the recorded conversation at this link - [redacted]). Ms. [redacted] never called back as she promised before hanging up on me but noted in the file that I told her not to call me back and nothing about contacting the Movers to get their side of the story. I do not consider this matter closed. Furthermore Mr. [redacted] did not provide the price for delivery until the 27th, I'd been asking for that price for over a week, (note in the recording where I told Ms. [redacted] I did not have this information) I was told the computer system was down and then the day he updated my account and the amount showed online (on the 27th) they gave me the run around more. After I gave [redacted] my card number, he said he would put that information in the computer and I would receive an email confirmation. When over an hour went by and I had not received an email confirmation I called and he told another Uhaul employee to tell me we got disconnected and he would call me back, when he didn't call me back, my fiance (Mr. [redacted] called) and he told my fiance he took down the wrong number and would call me back, he never called me back but I finally got in touch with the location and was able to make the payment and verify the payment went through WHILE I STAYED ON THE PHONE. Everyone here has just blown me off or given me the run around, and I believe this was because I complained to customer service and customer service only sent the complaint back to the people I was complaining about. Please read the full write up of what happened and listen to my conversation with Ms. [redacted], it is an example of how nothing was done or I was given the run around (In Ms. [redacted]'s case she said she would speak to the moving company but did not).I'd like this matter to be resolved not blown off again. My goal was to make sure the movers got paid for the time they spent. They should not have had to spend that time if UHaul had taken care of their customer and managers. Now, I want a full refund for the dropoff and shipping because of the runaround and anquish. I still do not know where my things are because I did not receive a confimation email and no one will return my call as promised. It would also be a plus for Uhaul to admit they are treating customers wrongly, and I hope they will add training, fire a few bad seeds and add an escallation process that doesn't get their customers retaliated on by those they are complaining about.Regards,[redacted]

Business

Response:

June 4, 2013Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Ms. [redacted] and her fiancé, Mr. [redacted]Ms. [redacted], our Executive Assistant for the U-haul Company of Northern CO, reviewed the information Ms. [redacted] and Mr. [redacted]provided. She informed our office she spoke to our U-Haul GM who relayed that Ms. [redacted] stated she would not be able to make her payment for the U-Box until around May 28th. At that point our GM advised her she just needed to call in and they would get her taken care of but that the U-Boxes wouldn’t ship until payment was made. He went on to state that payment was taken and U-Box is working on a shipper for the boxes. He feels they have followed proper procedures and tried to do everything they can to accommodate Ms. [redacted]’s move. Ms. [redacted] added they have tried to address her concerns to the best of their ability and stand by they previous resolution.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 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.You should be ashamed of this level of service, instead you’re condoning it and defending it the worse it gets. I gave you the recording of that conversation, where did you hear me say I couldn't pay until the 28th? At least listen to the recording before responding, I will not relent until you acknowledge your wrong here. Ms. [redacted] please at least put together a timeline you are blowing us off just like you people did and we would have never had to go this far if you would all Ms. [redacted] is lying because she doesn’t want toget in trouble, just like there rest, there is no truth to her statement and you will see that WHEN YOU LISTEN TO THE RECORDINGS. Uhaul, you have your own recordings at least research you peoples lies before responding, you are prolonging this process unnecessarily and I will not close this complaint until you comply reasonably. just recognize you are giving poor customer service even at this point.I asked for a total everyday from the 18th on, UHaul refused to provide that information for me until the 27th (not sure where you’re getting the 28th from at all), that was Uhauls choice to withhold the price from me so I could not pay not mine. And [redacted] even refused to take my payment after several attempts on the 27th (I don’t think you even read our original or second complaint). Furthermore, who would wait until the last minute to budget for an unexpected expense when moving ACROSS THE COUNTRY, when I discovered we needed an additional box I told [redacted], [redacted] and [redacted] I needed the new total immediately and everyday until I got the new total. These lies don’t even add up but you continue to support them and put them in writing in this PUBLIC COMPLAINT. All of this could have been avoided had Uhaul not sold me too few boxes just to get my business away from PODS or if UHaul had listened to me and the movers when we told you two of your boxes would not be enough. The problems that occurred arose because UHaul failed to do any due diligence then passed the order to a store that was not equipped to handle the job and then without looking at my things your manager [redacted] told me two boxes would be enough, then he got upset with me and scared me (with his yelling about how it’s not his fault and how much he hates his job) when I told him we needed another box (he didn’t have to be this escalated which is why I called Customer Service to begin with). I filed my original complaint with customer service on the 18th, requesting even then to know the amount, Ms. [redacted] DIDN’T CALL ME UNTIL THE 24th, I asked [redacted], [redacted] and [redacted] for the total several times during the days between the 18th and the 24th. [redacted] told me it was [redacted]'s responsibility to give me that information and [redacted] gave me the run around telling me his computer was down FOR AN ENTIRE WEEK. You know you have problems with [redacted] so I’m not sure why I even have to plead my case, when I look at complaints about that store online I see the same thing happening over and over and your own customer service also informed us [redacted] is horrible.Ms [redacted] got the movers phone number from me to call them and get their side of the story and told me she would call me back with the price. I called [redacted] after waiting for Ms. [redacted] to call the movers and get their side of the story because she never called me back and I had been informed that if I didn’t ship my things out by the 24th they wouldn’t get to my destination in time I was trying to make this happen on the 24th after waiting all week for returned calls that never happened but was still getting the run around on the price as I had for the entire week. [redacted] told me the issue was resolved and tried to blow me off again and when I asked him how can it be resolved when I needed the price and I don’t know where my stuff is because they refused to update the account with my third box after 6 days. Because of everything that had gone on, like any other person would, I was concerned that they had no idea where my boxes were so that they could update the account with the new box information. Because of all of the placing blame and pushing my order to the next guy I figured they had lost my things. [redacted] didn't believe me when I told him I didn't know what the amount was and I was told I couldn’t see my things. At this point, [redacted] had refused to update my account or let me see my things so I BEGGED [redacted] to at least look it up, and tell me how much before blowing me off again (see recording from previous response – I don’t think you’re reviewing this at all). This was on the 24th – I’d been asking for this update for 6 days at this point. When [redacted] finally listened to what I was telling him and looked up my account he saw what I was saying was correct and instead of making it right at that point (on day 6) he made another excuse for [redacted] not updating the account. He told me the reason it was NOT UPDATED at that time was because [redacted] was going to give me a discount for the storage as well as the shipping, this never occurred and in fact we were charged $100 MORE for the 3rd box a total of an extra $600 for adding an additional box. Uhaul should have told us we would need 3 boxes from the beginning they told us POD was wrong about the amount of space they were trying to sell us and convinced me they would give better service as well. Remember I cancelled my original order with PODS to go with UHaul because I thought UHaul was going to give better customer service and UHaul quoted us a price nearly $1000 less than PODS and convinced me that PODS was a rip-off. To date this move has cost us twice over the original quoted price by UHaul. But the worst part is the service and UHaul is still refusing to resolve this issue so much for your attempt at “great” customer service.Regards,[redacted]

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.

Review: Rented 2 u-boxes to move furniture from Pennsylvania to Louisiana. I have an email confirmation saying that the money will be automatically deducted from my account on the 26th of June. They pulled the money on the 18 causing my family and I to not be able to move into a home and took all the money we had in our account.Desired Settlement: I would like for uhaul to refund me my money and do the services for free due to the inconvenience to my family and them not following their own confirmation.

Business

Response:

June 25, 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 Pittsburgh regional office, followed up on the information Mr. [redacted] provided. He advised our office he spoke to Mr. [redacted] right after his credit card had been charged $1966.00. The situation was rectified within 48 hours with a credit for $1966.00 back to the credit card account. Mr. [redacted] spent a lot of time on the phone with Mr. [redacted] and his bank. Mr. [redacted] requested a letter stating the refund had been credited to his account so he could fax his bank. Mr. [redacted] sent Mr. [redacted] the letter by email. The bank contacted Mr. [redacted] and informed him they would be working with Mr. [redacted]. Mr. [redacted] stated that Mr. [redacted] was getting reimbursed from his company for the move. However, that check won’t be available until June 26th. Mr. [redacted] will then be charged $1826.00 on that date. Mr. [redacted] agreed to refund Mr. [redacted] $20 for each day the U-Boxes were early. A full refund for the service is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did speak with [redacted] about the issue. I was explaining to him that my email confirmation states that my account would be charged on the 26th of June. Being that Uhaul pulled the money on the 17th, I believe it was, I was left broke with my family out of a home. The refund was not done in 48hrs I had to wait until the 23rd for my money back. I had to get money from my parents to move in to my place. So im not only dissatisfied with the fact that they took my money almost 2 weeks in advance I am also disappointed in the fact that the money they took was for a home for my family and I. I have email confirmations showing the dates the money was supposed to be pulled and when it was actually pulled if they are needed.

Regards,

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 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: 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: 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: My wife and I recently moved to San Diego where she will attend Med School. We sent everything we own via Uhaul's U-Box service. Long story short, they lost my box and we were here for over 2 weeks after getting married and moving with nothing. After finally receiving our belongings, I was given an offer from Marketing VP for San Diego Uhaul of refunding all shipping/storage + $1000 for compensation. They have now offered only shipping and storage. The full details of the story will follow. Please let me know if you would be able to assist.

This synopsis was sent to both the representative who offered me the initial refund and the representative who offered my less. It contains details of the incident

Begin Message

[redacted] and [redacted],

The following information is being provided so we are all on the same page and to clarify what all has occurred. Please feel free to contact me if you have any questions or concerns.

On May 18, 2013, I picked up a UBox in Tulsa, OK on a trailer and towed it with my truck. It was filled and returned around 4:00pm the same day. When it was dropped off, the employee was unaware of how to schedule the shipment, so I received a call from the GM, [redacted], on Monday the 20th and the shipment was scheduled.

A week later, the box was still shown as in transit, it eventually shipped around the 27th and [redacted] assured us it would arrive by June 4th.

June 2, 2013 I got married. June 3,4,5 my wife and I drove from Oklahoma to California. Upon arriving on the 5th, we were told our box had not yet arrived. We had been assured that expenses incurred due to shipping delays would be reimbursed. We stayed in a hotel, had 2 meals, and on Thursday June 6, we were told our box still had not arrived. Believing that our box would be delivered in the next couple days, we spoke with [redacted] and realized that it was costing between $200-$300 each day between hotel and meals. Instead of incurring $700-1000 of expenses, we spoke with [redacted] and decided to purchase an air mattress and basic essential items (sheets, pillows, disposable utensils, etc.) as it would be a more cost effective alternative for the couple days we waited on our UBox to arrive. The one-night hotel stay, air mattress, three meals, and living essentials were reimbursed in the amount of $702.

After waiting a few additional days, the VP from Tulsa Jim Smith had to get involved.

On June 18, 2013, Jim informed us that he had a delivery receipt from the shipping company that the box had been delivered June 4. I got in the car, drove to the Uhaul store, and showed the delivery receipt. We were told the box was not at the location. Our box that was "delivered" June 4th was missing. We then involved [redacted]. He assured us it would be found and that we would be taken care of. On June 20, the UBox arrived at the location, but we were given no answers as to where it had been for the last 3 weeks. We rented a Uhaul Truck (F150) and towed the trailer and box home that evening around 7:00 pm. We returned it all the next morning on June 21, 2013 at 8:30am. This rental was covered through a VIP Certificate that was issued to me by [redacted].

A couple days after we received our box, [redacted] called to ask what it would take to make it "right" and retain us as Uhaul customers. After a 30 minute phone conversation, an "agreement" was reached. Although we could have been staying in a hotel, eating out meals, and incurring expenses, we waited patiently at our home with nothing more than an air mattress and a suitcase of clothes. To realistically evaluate, a hotel and 3 meals per day for 2 people could have been done for approximately $200/day if we were to eat and stay at low-end locations. The average hotel price alone in the area we live in ([redacted]) is $318/night through Expedia.com. If we were to have stayed from June 5 - June 20 in the same hotel we did the first night ($225/night) and ate cheaply ($50/day), we would have incurred approximately $4,400 in expenses.

In the discussion I had with [redacted], this was all explained, and when asked what would make it "right" I told him our shipping needed to be reimbursed and $1,000 would suffice. This would make the total reimbursement as follows:

$822 shipping

$81.33 Monthly Rent

$18 Insurance

$702 Incurred expenses

$1,000 Compensation

Total: $2,641.33 + Any applicable tax

Any additional shipping/delivery charges incurred due to the delay would also be included.

I received a call from [redacted] with Ubox today informing me that I would be reimbursed shipping/storage only.

I am currently being offered $1,032.66 reimbursement for the following:

$822 Shipping

$81.33 1st Month Rent

$81.33 2nd Month Rent (Second month charge because Uhaul lost my UBox?)

$18 1st Month Insurance

$18 2nd Month Insurance (Second month charge because Uhaul lost my UBox?)

$12 Insurance (3rd Insurance charge for only 2 months?)

All of the additional charges over one month would not have occurred had the box not been lost upon its delivery on June 4th.

My wife and I lived uncomfortably for over 2 weeks, with none of our belongings, in addition to it being the first 2 weeks of being married after traveling 2,000 miles from our home, family, and friends. In an effort to be more accommodating to Uhaul, we purchased an air mattress and essentials in order to minimize expenses for what we thought would be a weekend. It turned into 16 days. After my conversation with [redacted], I thought we had an agreement, but now it looks like he is backing out.

I would expect that if my box was lost and I had nothing for 2 weeks, my shipping would be reimbursed. I would also expect more than a pat on the back for the thousands of expenses not incurred because we were not staying at a hotel and eating at restaurants, especially after a 30 minute conversation where the sole purpose was to make me happy as a Uhaul customer. If I had known the customer service would have been so poor, I would have opted to stay in a hotel, go to restaurants, and been comfortable for what ended up being over 2 weeks.

The request we are making is not unreasonable, and I will not be taken advantage of. I have been more than patient with Uhaul, and I have worked with the situation at hand for over a month. I would like to settle this quickly and internally. If this becomes a problem, I will contact our local television stations, the Revdex.com, and/or small claims court. I am a man of integrity, so believe me when I say that if any of these actions have to be taken on my part in order to get this resolved, my demands will be higher than my initial agreement with [redacted].

If there are any questions, please feel free to contact me.

Please respond to this email confirming it was received.

End MessageDesired Settlement: $822 shipping

$81.33 Monthly Rent

$18 Insurance

$702 Incurred expenses

$1,000 Compensation

Total: $2,641.33 + Any applicable tax

Any additional shipping/delivery charges incurred due to the delay would also be included.

Business

Response:

July 18, 2013

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

[redacted] the President of our Lemon Grove Regional Office informed us Mr. [redacted] has been refunded the entire cost of his move.

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.

On June 7, 2013 I was refunded $500 to my Credit Card for Lodging and Meals (Please see the attached receipt). I had a total expense reimbursement of $702 for incurred expenses due to delayed delivery of my U-Box. The remaining $202 was issued via check #002645840. I was recently refunded $532.66 from U-Box as the remainder for the storage/shipment charges. This is what Uhaul shows as the "balance" for the $1,032.66 for storage and delivery, however, the $500 previously refunded was towards lodging and meals, not shipping/storage.

Also, I have not received the $1,000 compensation as mentioned by [redacted] in our phone conversation. I would like to point out that at the beginning of this phone conversation, [redacted] offered to refund shipping/storage and $500. While I did not find this agreeable, it was offered. At this point, neither the initial amount of $500 +Shipping/Storage verbally offered by [redacted] in our phone conversation has not been honored, nor has the final verbal offer of $1,000 + Shipping/Storage.

Regards,

Business

Response:

July 31, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

Our U-Box Department reviewed the information Mr. [redacted] provided. Please be advised our decision in the matter remains the same. A refund for $1,032.66 has been issued to Mr. [redacted] as agreed. No further refund will be forthcoming.

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: 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!

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: I am on auto pay for my monthly bill and I continue to be billed late fees and when addressed with management I was treated very rudely and was told that it was to bad. I called customer service and the issue was addressed, at the store level things were changed and I was told by store management that customer service can not make the changes that were made. The General Manager at this location exhibits poor customer service and client/customer relations. She also exhibits poor leadership. I have been a customer with U-haul for years and I have never had to deal with this type of unprofessional-ism. U-haul is unfortunately not my first choice anymore. U-haul has gone by the waste side. Poor choice in team members and Management.

Product_Or_Service: Storage UnitDesired Settlement: DesiredSettlementID: Refund

Refund my late fees total of $30.00.

Business

Response:

February 12, 2015

[redacted] 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 contacted Mr. [redacted] to address his concerns and was able to reach an amicable resolution. She explained he was late on his storage payment by 15 days in January and was also late in December, which the fee was waived. As a courtesy, Ms. [redacted] advised Mr. [redacted] a refund for the $30 late fee in January will be refunded.

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: Storage unit #** is infested with roaches & her belongings have been ruined. Manager confirmed that they did have roaches from a previous tenant/customer & they've been spraying & bombing the units. After she was told that the units had been bombed to take care of the roaches, her & her husband still saw roaches in & around the storage unit. Consumer put in an insurance claim for her belongings because they're ruined. Consumer wants to take everything out of the unit & throw it out however she was told she has to keep her belongings in the unit while the facility is being investigated for the business's insurance. Business is still charging her monthly fees/rent while her belongings have to sit there during the investigation regardless of the fact that she wants to empty the unit & throw everything out. Insurance adjuster said that the company should work with her as far as not having to pay fees while the investigation is underway.Desired Settlement: Does not feel she should have to pay rent/fees while this insurance investigation is underway & feel that the business should work with her.

Business

Response:

March 15, 2013

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

Mr. Tristan Dreier, our Executive Assistant for the U-Haul Company of Central NC, followed up on the information Ms. [redacted] provided. He informed our office he left a message for Ms. [redacted] advising her he gave her credit for one month of storage rental for the time of the investigation that was needed.

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

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!!!