J.R.J. Tara Corporation

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

Review: We reserved a u-haul truck with u-haul of [redacted] about a month before it was time for us to move. A day before it was time for us to pick up the truck, U-Haul notified us that they did not have the size truck that we reserved. I believe this was someone from U-Haul corporate. We then called u-haul of [redacted] and in an extremely rude manner they told us that we went on-line and cancled the truck. They told us we had to rent from a u-haul further away, which is important because they charge by the mile, in part.This is a lie and I am disappointed they would try to blame their mistake on us. From a logical perspective it does not even make sense. They called us to tell us they did not have a truck. When we called them back, they claimed we cancled our truck. They should get their story straight and not blame the customer for their mistake.Desired Settlement: I have had to locate a truck from a different source the day before the weekend. This is not easy or cheap. Additionally, the truck is further away than u-haul of [redacted] so will cost me more for more miles driven.I also have to try and find an appliance dolly and furniture pads on short notice.I would like them to pay for my added expenses, as well as $50 for my time and effort to find a new truck and as punishment for them lieing about it and

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and offered her apology for the inconvenience they experienced and also explained the process of the reservation. She issued a refund for the $50 Reservation Guarantee Fee back to their Visa account, which should post on their next credit card statement.As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] sent them a $40 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Business charged for gas surcharge and fuel when the truck was turned in with more fuel than I picked it up with.

I rented a truck from u-haul. It had 1/4 tank of gas when I picked it up, when I turned it in I left more than 1/4 tank and the attendant noted as such. When I received my bill, they charged me for the truck being less than 1/4 full. Unethical!!!!!Desired Settlement: I want to pay for what I agreed to not overcharged

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Our records indicate a credit for $58 was issued back to Ms. [redacted]’s [redacted] account on May 13th and 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,[redacted]Executive AssistantU-Haul International

Review: I rented a truck on May 30 2013 and ended up needing it longer then expected. I called the location where I rented it. I explained to the gentleman that I was going to need the truck for an extra 5-7 days until I could get a storage unit and unload. Apparently noone communicated that and they ended up stealing the truck from the hotel I was at with EVERYTHING I own in it and took without trying to find out what room I was in or call to let me know the situation so we could figure out what was going on. Over the last 10 days I have called 4-5 times trying to find out where the truck was so I could pay what I owed and reclaim my property. I was transferred from location to location never getting a response from anyone. Finally today 27 days later I finally get ahold of a women who was willing to help figure out the situation. She asked if she could call me back (which I said was fine) after she looked over what was going on. She was the first person to help. . I recived a phone call from The regional marketing president who Instantly had a horrible attitude and personality and explained to me that his "Notes" told him that someone called me multiple times (which never happened) and that I now owe over $1200. I explained what the real situation was to him and without telling me he would look into it or make sure that what his "notes" said were true and accurate he told me that he would not tell me where my stuff was then he notified me that the had opened the truck. Without any permission from me and put it in storage and told me that if I didn't come up with the money he was going to auction my stuff off for whatever he could get and send me what money was extra after the bill was paid. I explained to him his "Notes" were wrong and that I had no problem paying for the days I had the truck. He then became completely ignorant and cocky telling me he wasn't doing anything to help me. These people have stolen my stuff put it somewhere and are telling me their keeping my stuff unless I pay $1200 and something dollars. This is the most un responsible supposed marketing President I've ever talked to. Being a busines owner I know somethings can misconstrued and mistakes can be made. I would expect him to look over what I was saying and work with me to come to a conclusion to the problem so we both get what's owed. I feel that my entire house is being held hostage and their trying to pressure me into paying money I do not owe.Desired Settlement: I will pay for the days I had the truck but not after they took it and didn't call or contact me, which should be a little over $600.

Business

Response:

May 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Mr. [redacted] our President for the U-Haul Company o[redacted] followed up on the information Mr. [redacted]provided. He informed our office he previously spoke to Mr. [redacted]and will be contacting him again to try and work out an amicable settlement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I reserved a 14' u haul truck on May 1, 2013 I requested a 14' truck because it would accommodate my furniture and seating arrangements for my children. I paid $100 cash (per agents request). On May 30th I received a call from [redacted] (agent [redacted]) stating that my truck and car dolly weren't available. Agent stated all they had was a 10' truck available. I was forced to take the 10' truck because I was supposed to be moved out of home by May 31st causing me to give up personal belongings that I will have to repurchase. I was also told by the agent that I had to go to another town and pay for the servicing of the vehicle. The morning that I planned to leave to my destination the u haul wouldn't start causing a delay on my move due to waiting for the service technician to service the vehicle. The ten foot truck only had two seats, the agent at u haul knew I had two special needs children. I had to drive six states with my eleven year old special needs child without a seat or a seat belt. When I contacted customer service they were rude, inconsiderate and couldn't comprehend the harm they put me and my family in. They were only willing to give a refund for $50 for the reserving of the u haul, $29 for the change of the 14' truck to the 10' truck, and $100 for us not to pursue legal matters. I will definitely not recommend u haul or use their services anymore. The total amount of the rental agreement was $847.27 which was violated when they provided a different vehicle than requested and couldn't provide the proper vehicle to adequately move.Desired Settlement: The total amount paid to rent the u haul was $847.27. I am requesting a refund $425 due to the inconveniences, endangerment and hardship that was caused to my family and me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Mr. [redacted], our Field Manger for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued Ms. [redacted] a check for $179.00 as an adjustment on her rental. She should receive the check within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We were in the process of moving. We needed storage. Rented a unit in the morning. Wasn't told we needed to pay extra for 24 hr service. I took second load of items to be stored later that evening. The door was locked and the keypad said I didn't have 24 hr access. I called to get the access. The First Lady told me she could do that for me and didn't seem have time to be bothered with me. So I drove home. I called again because I really needed to drop off the items being stored. The second person was very helpful and said he would help and set up my access card for 24 hr access and charged me and extra 10$ for the access. I drove back to the facility and checked in. After that I swiped my card at the entrance. The pad read "access granted". I heard the automatic sliding door try to open, but it was locked. There was a manual door to the left of the sliding door also with a keypad/card swipe. I swiped my card. It too said "access granted", yet the manual door would not open. I called customer service again. The first lady said "you'll just have to wait till tomorrow". I said that's not good enough. The manager need to get here and open this door or I will take my business elsewhere and I will demand a full refund. The lady transferred me to another woman who was more helpful than the last. She called the manager who was to busy to show up. He said to listen for a click and pull really really hard on the door. I did just that. Nothing worked. The manager refused to show. I demanded a full refund and the woman said she would file a complaint. This all happened about 2hrs ago and has ruined 2 days of work for me. I haven't given them a chance to make good because according to the reviews they have on their website, there is a huge problem with this location and it needs to be addressed. Unfortunately I didn't read them until it was too late. Hopefully I get my money back.Desired Settlement: The price of one months rent + tax, the price of a special lock which we had to buy to rent the locker, and 1/2 a tank of gas for having to drive back and forth to a location who did not honor their part of an agreement forcing me to double my time, mileage, and efforts in storing my property

Business

Response:

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern CO, followed up on the information Mr. and Mrs. [redacted] provided. She informed our office she sent them the following email:

Good Morning, I've received your information regarding your storage unit 3070 at our Havana location. First, I'd like to apologize for the issues you encountered with our 24 hour access at this location. The manual door is sometimes tricky work after hours and the location should have shown you how to work this when you moved in. The President has been made aware of the situation and has spoke with the General Manager [redacted] regarding your rental. We've issued a VIP certificate for $114.95 for one month of storage plus 24 hour access on your account. We apologize for these issues again. Please let me know if there's anything additional we can do for you on this matter - I can be reached at ###-###-#### or the GM Ed can be reached on his cell phone at ###-###-####. Thank you, [redacted] UHC of S. Colorado

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 have rented the truck in this location on Friday june 21st, 2013. I had to move just few tables from [redacted]. I have made the reservation online and I went to location to pick the truck. When I got there, the woman who processed my paperwork and rips off the carbon copy of the vehicle inspection. I told her I have to inspect the vehicle before I take it. She told me to go inspect the vehicle anyway and mark t on my part of sheet which I did. I told her that they have to put sticker on those spot I have marked. She asked to go with somebody to it. They did not have enough stickers to cover the mark and they told me I can go there no problem and they know the problem. I went to pick my stuff in [redacted] and brought them to [redacted]. The whole rental should cost me not more $75. They have charged me $806 on my credit. They said that I have damaged the truck. What is funny in this the truck damage was in front header. I load and unload the by the back. I have no opportunity whatsoever to damage the front header. He told me on the maybe I hit a bridge. There is no bridge on [redacted], [redacted] that an Uhaul truck will hit on front header. These are the hwy that I took.

I was surprised by the comment of the so call general manager [redacted]; I went check the reviews about location. They did the same thing to somebody else on March 23rd 2013. His case is so similar to mine. I realize that the specific location has set a pattern to defraud it its customers. The Uhaul location is [redacted]Desired Settlement: To refund my money and stop doing to other customers.

Business

Response:

July 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she attempted to speak to Mr. [redacted]but reached his voice mail. She left him a message explaining she reviewed the copy of the Dispatch Tag and he had signed with no damage to the overhead part of the truck. The truck was taken to the shop and she verified with the shop manager that the damage to the truck is consistent with what was charged. Ms. [redacted] relayed that she could not make a refund.

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: [redacted] location has not sent the U box we purchased in a timely manner. Manager [redacted] was contacted on 7/1/13 to ship our U box after his employees stated on 6/29/13 that he would contact us. He did not. My credit card was billed on 7/1/13 for the box that should have been shipped. By the way, they allowed me to use my wifes unsigned credit card when she was NOT present. I have contacted them twice each time they move the date out further for delivery. Customer service has had me on hold for 2 hours. No one seems to know where my U box is or when it has shipped. Customer service is poorly ran and unprofessional just like the [redacted] location.Desired Settlement: Refund and location of contents. Staff in [redacted] WA to receive re-training.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#[redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Mr. [redacted] provided. She informed our office she contacted Mrs. [redacted] and advised her when her U-Box would be delivered and will make sure they are not charged a second month for rent. As we value Mr. and Mrs. [redacted] as customers, Ms. [redacted] also sent them a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] also provided her cell phone number in case they had other questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My wife and I were prepared to move from [redacted], [redacted] to [redacted], [redacted] on Saturday, June 29, 2013. In accordance with an email (attached) that was received June 28 at 3:48 a.m., we were confirmed to pick up a 20’ truck on June 29 in Glen Allen; the confirmation number in conjunction with this email was 20466437. I had also been told that I would receive a phone call by 6:00 p.m. on Friday, June 28, to specify the pickup location in Glen Allen. At 6:00, when I had received no phone call, I proceeded to call U-Haul myself. It was during this hour long phone call, that I was informed there was no 20’ truck for me in the greater [redacted] area. When I inquired about the free upgrade to a 26’ truck in the absence of a 20’ truck, I was also told there were no 26’ trucks available nor were there any 17’ trucks available on the 29th of June. Chris, the manager with whom I was speaking, informed me that he could guarantee a 26’ truck for our move, if we agreed to postpone our move until Sunday, June 29. We agreed to these less than ideal circumstances, and Chris agreed to take $50 off of our bill, stating that this was the best he could do for a day of inconvenience. With everything in boxes, my new job starting at 8:00 a.m. on Monday, July 1, and movers lined up for Saturday, we made the necessary adjustments to be able to move as guaranteed on Sunday, June 30. At 7:26 a.m. on Saturday, June 29, I received a confirmation email (20466437) guaranteeing the 26’ truck for Sunday (email attached).

On the afternoon of Saturday, June 29, my wife and I, being disheartened by U-Haul’s customer service, decided to visit the local merchant located at [redacted] to confirm our reservation in person. After waiting in line for half an hour, we were told that a truck was not there but was expected to be there for our 9:00 a.m. pick up the next day. Knowing the lines at the U-Haul counter, my wife and I arrived at the [redacted] store at 8:30 a.m. on the morning of June 30, so we could be first in line and not delay our move any longer. At 9:00, the customer service representative looked up our reservation and asked us to step aside as our 26’ truck was being checked in. After waiting for 15 minutes for the keys while other customers were being serviced, we decided to canvas the parking lot to ensure that our truck was indeed on the premises. Our visual inspection of the lot confirmed our suspicions, there was no truck on the lot larger than 17’. By 9:30, the customer service representative contradicted his previous statement and stated that a 26’ truck was not being checked in and that it was never slated to arrive at this store. At this point, we were out of time and needed to commence our move. In order to have space comparable to the 26’ truck that had been guaranteed to us, we requested a 10’ truck and a 17’ truck. After much deliberation, the sales associate was able to give us the keys to both a 10’ truck and a 17’ truck, but we were required to pay in full for both trucks before driving off.

Once we arrived back at our [redacted] home, the movers had been waiting there for over an hour in our absence. An even bigger problem that presented itself now was the fact that the two trucks we now had required both my wife and I to drive, leaving my wife’s car without a driver. Relatives in [redacted], graciously agreed to drive the 136 miles to [redacted] together and drive the 136 mile return trip separately to ensure that my wife’s car was also relocated. Thus instead of the planned 2 drivers and 2 vehicles, 4 drivers and 4 vehicles were now demanded. This extra fuel cost was on top of the cost of the additional truck.

Our move that was going to cost $297.98, now cost us $600.30; the additional cost we occurred comes to $302.32. This is $46.38 less than the $348.70 that was already charged to us for the rental of the 2 trucks. This $46.38 difference barely scratches the surface of compensating for the day delay and double man-power on top of the false promises. Both trucks were returned with the proper amount of gas to The [redacted] on [redacted] in [redacted], [redacted] on the evening of July 1, 2013. Aside from the fuel cost, we are asking that all charges from U-Haul be dropped from our [redacted] card to cover the added expenses that we incurred. An itemized list of our incurred expenses is included on the attached spreadsheet.Desired Settlement: $348.70 refunded to my [redacted]ard.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company o[redacted] followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] the following email:

Dear Mr. [redacted], I would like to apologize for your recent experience when making a reservation with U-Haul. I understand that moving itself can be very stressful. In a effort to alleviate some of that stress, we have implemented a scheduling process to route trucks and trailers to areas that are in need of equipment. Scheduling and confirming the reservation the day prior to the move gives us an opportunity to get equipment where its needed for a future reservation. From time to time, there are situations that occur that are beyond anyone's control that may inhibit use from getting equipment to a particular location. Some of those situations may be a mechanical breakdown, accident, or even weather conditions the current renter may be facing. Because of those unforeseeale circumstances, we have information listed on our website explaining our reservation process and policies on scheduling. This information can be found at the link below: https://www.uhaul.com/reservations/reservationadvisements.aspx. We strive to have trucks and trailers available to all our customers, however sometimes we are unable to fulfill every reservation made. When this happen, we do offer compensation when we are unable to uphold a reservation as agreed upon. Compensation is offered through our Reservation Guarantee program. After doing some research on your contract, and talking to my Traffic Manager regarding your issue, we have credited you $233.20 for the one truck and will credit you the $115.50 for the other one. In addition, to that I would like to offer you a $50.00 VIP. This certificate is good at any of our 17,000 U-Haul locations and can be used towards future rentals, moving supplies, hitch sales or installation, storage rooms, propane and other general rental items. They are valid for two years from date issued, are transferable and can be given as gifts. You will be receiving them from my Corp office via email shortly. Again, I am sorry. We appreciate your business and value you as a customer. If you have any questions, feel free to contact me anytime.

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 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: 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]

Review: I hired a truck when moving to my new home. I purchased collision coverage. I hit a truck that was stationary, (this is registered with the local police station). Uhaul's reps contacted me regarding this incident and assured me the cost of repairing the truck would be covered. They then recanted, siting a law in [redacted] that they claim gives my insurance company first refusal on paying this bill. Firstly this law they are using, is for family cars only not moving trucks of any size. My insurance company have informed them of this, secondly, my insurance company have confirmed to them that they will not cover the cost of this bill. Despite this, I have been informed that they will not pay this bill. They took the fee to collision coverage knowing I was purchasing it[redacted], and now are refusing to pay a bill that is $2200.00. The law there citing does not apply, yet they are refusing to cover a service I paid for.Desired Settlement: That they abide by the own advertised service and cover the cost of covered I paid for. They should be paying out when required to.

Business

Response:

July 26, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your concern for our customer Ms.[redacted]. Ms. [redacted], our Executive Assistant for the U-Haul Company of Southern AB, followed up on the information Ms. [redacted] provided. She informed our office she attempted to speak to Ms. [redacted]g but could not reach her at the primary number listed. She left a message at the second number requesting a return call in order to personally address her concerns. Ms. [redacted] mentioned that according to the new [redacted] legislation, the customer’s own insurance company is the primary insurance company to cover damages to another vehicle or property while in use of U-Haul equipment. Therefore, Ms. [redacted] must proceed against her own 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 Assistant U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] This legislation they refurr to is for family cars only, not commercial vechicles, they have been informed of this by my insurance brokers and the insurance company themselves.

Business

Response:

August 2, 2013

Revdex.com ID#: [redacted] U-Haul Ref#: [redacted] Thank you for your continued concern for our customer Ms. [redacted]. Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and discussed her concerns. She explained U-Haul staff is not licensed to sell insurance as the law states and, therefore, we can only offer collision damage waiver, which only covers our equipment in the case of damages no matter how the damages occurred. Ms. [redacted] relayed that the new legislation in Alberta states that the at fault driver’s insurance company has the right of first refusal and that Ms. [redacted] would need to again contact her insurance agency. 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

Review: I rented a truck and trailer from Uhaul on June 15th for a 24 hour rental with pickup and drop off at 6PM. I went to the pickup location I was most recently given, the [redacted], and was informed there was no truck available for me there. I checked back in my text messages from Uhaul and found that I had previously been sent a different address, their [redacted] location, I called this location and they told me they had my truck but were only open until 5PM but would stay open so I could get my truck and trailer.

Upon arriving it was discovered that I would be required to pick up the truck at the [redacted] and then drive that truck down to the [redacted] to pick up the trailer and then drive back to my home with the combination in order to load. No where in my communication did Uhaul mention I would be picking up my rental in two different places, nor did they state I would be required to pay the gas and kilometers to pick up both items, regardless I was charged for the full amount of kilometers and gas.

Upon picking up the truck it was discovered that the truck did not start due to a dead battery, a staff member on site helped me jump start the truck and got me on my way so I could pick up the trailer.

Once I had picked up the trailer it was discovered that the truck battery was faulty and would not hold a charge acceptably, requiring it to be jump started any time it was turned off. By the time I managed to get the truck and trailer combo to my home I was already 2 hours behind schedule. As the truck required a jump start everytime it was stopped it was decided that putting gas in the truck was not an option.

After several hours of moving it was noted that the fuel gauge was reading erratically and had not moved, it appeared to be faulty, at the time of pickup I was told the tank was full, upon return the gauge had swung to half. It was also noted on return that the brakes and steering did not seem to be in good repair making driving difficult.

At the end of the move I was required to drop off each component at the locations they were picked up from, adding un-expected time to the rental as I had originally been anticipating picking up at only one location and had no reason to expect otherwise. Despite the set backs I managed to bring the truck back by 6PM only to discover that the [redacted] that needed the truck back closed at 5 on my return date, despite being told I could pickup and return the vehicle at 6PM after my 24 hour rental. As a result I was billed for an additional day.

I brought these issues up to the service department in Phoenix immediately and was told that I should take my issues to the area manager [redacted]. Mr. [redacted] refused to return my calls until I had made multiple calls into his office and the head office and had left numerous messages with my callback number, I did eventually receive a voice message from Mr. [redacted] stating that the truck would be looked at by a mechanic before any decisions were made. In the following 3 weeks I did not hear back from Mr. [redacted] despite calling in several times a week to speak with him. I eventually received an e-mail on the 5th of July from Mr. [redacted] stating that nothing was wrong with the truck and I would not be compensated, for wasting my time I was insultingly offered a $50 off coupon for the next time I use their service, which, based on this experience will be never.

Mr. [redacted] stated that this issue was a matter of company policy so I asked to speak to his supervisor, Mr. [redacted] agreed, advising that his supervisor would not be available until July 17th when she aws back from vacation. As of the time of this writing I have not head back from either [redacted], or his supervisor for whom he declined to provide a name or contact information. Subsequent calls to customer service have been circular, involving them leaving messages for Mr. [redacted] to call me back.Desired Settlement: Originally I had only requested a refund of the difference in the rental costs after considering the extra gas and kilometers to pick up and return with the truck and trailer as well as the additional day rental and compensation for the inconvenience of the faulty battery and broken gas gauge.

As this process has gone on now for more than a month, customer service agents have refused to call me back, the area manager has refused to escalate the issue properly, the area managers supervisor declining to call me back and finally I have had to go as far as to involve a third party to attempt to get some form of resolution, I am now requesting a refund of the full amount charged: $423.53 which I believe is fair as the service rendered was far, far below the service I was expecting based on information on the Uhaul website where my order was placed originally.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of**, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] on July 25th. Mr. [redacted] was unable to talk at the time and said he would call him back. Mr. [redacted] and Mr. [redacted] have missed each others calls but Mr. [redacted] hopes to hear back from him soon in order to personally address and resolve his concerns.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[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.This message does not include a resolution and I have not been able to speak with the aforementioned rep as he is now currently on a trip to Oliver, not to return for two more weeks, so far no resolution has been offered or implied.Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Mr. [redacted].Mr. [redacted], our President for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for the inconvenience he experienced. They were also able to reach an amicable resolution. A refund for $100 was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Rented a truck to move with, left an item behind in the back of the truck. A NFL football helmet FatHead wall sticker. Valued at 100.00, when the workers found it in the back of the truck, they unrolled it, then crumpled it up before throwing it away. Instead of just calling me to come get it. They had my old and new address along with 3 phone numbers! When I called the Manager there, he told me it was to bad, he wasn't helping me out! How people could be so disrespectful to other people's property is beyond me! That was a gift to my son from his grandmother, they just crumpled it up and threw it in the garbage. Understand this was the size of a wall and it was carefully wrapped up. It was clearly something of value! For them to unroll it and then crumple it up, inside out and thrown in the garbage!Desired Settlement: For them to buy my son a replacement Steeler's NFL helmet FatHead wall mural.

Business

Response:

August 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and offered his apology for the item he left in the truck being thrown out. Our GM of our U-Haul Center will try and determine if items left in a truck are of value and if so will contact our customer. The item in question was on a shower curtain and unfortunately was disposed of in the garbage, not knowing it had any value. Mr. Waibel referred Mr. [redacted] to [redacted] if he wished to file a claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The primary nature of the complaint encompass not only unauthorized credit card charges, but has failed to provide an explanation of charges, has made unauthorized changes to the original agreement, failed to honor verbal commitment to provide refunds and exhibited inappropriate behavior by the customer service representatives ([redacted] Uhaul and its third party contractors).

On or about July 26, 2013 my granddaughter ([redacted] ###-###-####) called Uhaul and reserved a Upod. I paid over the phone for the Upod, delivery, lock, insurance and the first 30 days of storage that day over the phone. We were advised that the payments would be in increments and an authorization would be needed each time the card would be charged, the shipment of the Upod was quoted at $1144.00 from [redacted]. We began packing my belongings, we realized that there was not going to be enough room for all of my possessions - my granddaughter again called Uhaul to find out the price for an additional Upod and delivery/shipping charges.

[redacted] (my granddaughter) was told by the Uhaul representative [redacted]t (last name unknown) (the [redacted] phone number was called) that the additional Upod would be the same price as the first and that there would be NO additional shipping costs ([redacted] was informed that Upod shipping prices were the same for the second Upod - SO the shipping cost would REMAIN $1144.00); we again purchased the rental of the second Upod, lock and insurance - they only had one trailer and could NOT deliver the second Upod to our location (we had the trailer with our first Upod) so we drove the remaining items to pack to the Uhaul location off [redacted]. After packing the second Upod on-site (at Uhaul) we were informed that the two Upods would be departing in the next few days and that we would be contacted by the delivery drivers in 10 to 15 days to make the shipping payment and confirm the drop-off location.

Ten days later we decided to call to check the progress of the Upods (location, expected delivery date) we were informed that they still had not left the [redacted] Uhaul location!! They explained that they were waiting for permission to ship the Upods, permission was given when the second Upod was packed on-site (July 30, 2013)!! The Upods were delivered late (after the 15 business day promise made by Uhaul) I authorized the the payment of $1144.00 for the agreed shipping charge. My credit card reflects many charges amounting to almost $3,400.00. Uhaul has overcharged my credit card by approximately $1,700.00. I have contacted Uhaul many times pertaining to this matter and have spoken to many representatives; I was told by one that I was double charged; I was told by another that I would be receiving a refund; I was told by another that they would send a breakdown of all the charges; and finally I was disrespected and called a liar by the owners at the [redacted] Uhaul location off [redacted]. I have NOT received a refund, I have NOT received a breakdown of charges explaining the $3,700.00 in charges on my credit card, and the [redacted] representatives refuse to return phone calls or explain any of the charges verbally over the phone. This move should have only costed a total of $1,700.00. I am a senior citizen and on a limited budget. I feel I have been taken advantage of and that I have been swindled by Uhaul and its representatives at the [redacted] location. I have contacted my credit card company and they are currently investigating the unauthorized fraudulent charges made by this company. I need to be refunded the money that was taken from me and I need to see a breakdown of EVERY CHARGE down to the penny for ALL the services during the entire transactional period (from beginning to delivery).Desired Settlement: I need to be refunded the money that was taken from me and I need to see a breakdown of EVERY CHARGE down to the penny for ALL the services during the entire transactional period (from beginning to delivery).

Business

Response:

October 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage or [redacted], followed up on the information Ms. [redacted]provided. He advised our office that the quote for the U-Box originated from our U-Haul Center of [redacted] and was originally for one U-Box. Ms. [redacted]needed another box, which was self delivered. Both boxes were taken to our U-Haul Center of [redacted] and shipped, as per agreement with Ms. [redacted] Documentation of all charges were sent to the receiving address from our [redacted] office on October 23rd. Mr. Rogers relayed that all charges are valid.

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 have two upod storage pods sitting at the Milwaukie, Oregon location. Way back in MARCH 2013 I called them and asked them to plase do AUTO PAY OF MY MONTHLY FEES AND GAVE THEM my bank/debit card number/authorization. I had also been brutallly assaulted in February and was recovering from BROKEN RIBS and other injuries, which took months to recover from and I also had to move not once, but 4 or 5 times since February (out of the location I was assaulted at, etc). I remember calling them some time in the summer to inquire as to what was going on with my account (unable to have access much if at all to my email address via computer, I lived out in the middle of nowhere ...etc) I had gotten NO phone calls on my account ever falling behind...anyway, I specifically called to ask as to WHY my automatic payments were NOT being taken out as I requested/authorized.....(i was assaulted for almost 5 hours and in bad shape, so I didnt have the capacity to be calling and checking/paying on my bills every single month while in recovery, etc)

I then (when I had called) asked if I could make a payment and was told NO and I also asked if I could talk to the manager and was told it was the answering service (you never get routed to the store it seems) but they would have someone call me NOBODY EVEN CALLED. I do remember sending various emails to them WITH NO RESPONSE.

how the [redacted] (excuse my french) can anything get resolved if

A) Nobody calls you back

B) Nobody will take a payment

C) Nobody emails you back

D) Nobody takes payment out via autopay which you set up with them to begin with????

THIS IS A NO WIN SITUATION!!!

This week, I mysteriously get an email saying my belongings will be sold at auction NEXT MONTH?????? I CAN'T EVEN MAKE A PAYMENT NOR TALK TO ANYONE ABOUT A PAYMENT NOR MAKE ARRANGEMENTS TO PAY HALF OR A THIRD THE NEXT MONTH OR TWO AND THEN FINALLY GET THE AUTO PAY SET UP AGAIN!!!

I CALLED several times this week and AGAIN YESTERDAY and was ASSURED THE MANAGER WOULD CALL ME BACK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

no phone calls

the other day I told them as yesterday and the other times called I WOULD LIKE TO DISCUSS PAYMENTS.....I WAS TOLD IN EMAILS I NEEDED TO TALK TO THE MANAGER TO SET UP A PAYMENT SCHEDULE AND HOW THE HELL CAN I DO THIS IF HE NEVER CALLS ME BACK????????????????????????????????????????????????????????????????????????????...⇄ />
iF you would like me to send copies of my emergency room report and my victims statement to the Klamath Falls sheriff's dept I WOULD GLADLY BE ABLE TO DO THIS FOR YOU, i'M HAVING A ROUGH YEAR HERE, I COULD HAVE DIED THAT NIGHT AND NOW I CANT EVEN GET THIS SORTTED OUT, I JUST DROVE 2,000 MILES TO GET TO BE AT A SAFER PLACE SO I CAN PURSUE CRIMINAL CHARGES AGAINST THE PERSON WHO ASSAULTED ME and now everything else I own is going to go away because someone cant call me back or make payment arrangements with me and I have called other months about this WITH NO RESPONSE!!!!!!!!Desired Settlement: I WOULD LIKE TO PAY ONE THIRD OF MY TOTAL BACK OWED BILL ON THE 3RD OF EVERY MONTH (I get paid one paycheck on the third of every month (ssdi) I AM ALSO DISABLED..then ONE THIRD THE NEXT MONTH AND THEN ONE THIRD THE MONTH AFTER THAT and THEN I WANT TO FIND OUT WHAT NEEDS TO HAPPEN TO HAVE AUTOMATIC PAYMENTS MADE FROM MY [redacted] DEBIT CARD ACCOUNT LIKE I SET UP WAY BACK IN MARCH!!!!!!!!!!!!!!!!

thank you.

Business

Response:

December 17, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and she advised Mr. [redacted] she would be making a payment on her storage shortly.

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 called in and spoke with an agent from their regional office and was clearly told I could have an extra 500 miles to complete my move. I got online after the call and it showed he gave me the miles.

once I turned in the truck the miles was removed.

I then called to ask how and why not only was I made to feel like a fool but a liar.

Then I called and talked to a very nice lady [redacted] she put me on a three way call and let me listen in where she tried to help me with the Cincinnati regional mgr. [redacted] and he then made fun of my claim and acted like it was no big deal to him.

I was told my money would be put on hold until they can review the phone call and they would email me a copy.(this never happen) There is a lot more to this story I would like some one ([redacted]) to call me. (###-###-####)Desired Settlement: to refund my money (not only the extra they took out but all of it for my time and trouble)

Business

Response:

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

[redacted], our Traffic Manager for our SW Ohio regional office, followed up on the information Mr. [redacted] provided. His research and review of the recorded call indicates Mr. [redacted] was not promised an extra 500 miles on his rental, therefore, 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,

Executive Assistant

Consumer

Response:

I was told this and also that the call was recorded ? I would like a copy of all the calls

Business

Response:

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

[redacted], our President for our SW Ohio regional office, reviewed the recent information Mr. [redacted] provided. He relayed Mr. [redacted] was provided with 80 additional miles as the recorded call indicates. A refund for $34.50 was issued back to Mr. [redacted]’s [redacted] account, which included tax. Mr. [redacted] stressed that there is no employee in his region that is authorized to allow 500 extra miles and he himself never authorized the extra miles. The recorded phone call was emailed to Mr. [redacted] along with a statement that no additional adjustments would be offered on his rental.

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: 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: 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 had pre-paid for a service that the company provided. Then about 10 days later the company used my care to charge me $81.54. I called the main company inquiring about the charge and they said it was in error. The representative stated that the manager at the branch said they were charging for an extra service that we did not use. The manager was instructed by the company to refund our money. However, they have yet to refunded the money.Desired Settlement: I would like them to refund the charge that they have not been authorized to charge. As this is an illegal charge, i.e. theft, I would like legal action against them as well.

Business

Response:

July 2, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for our Southern Washington regional office, followed up on the information Dr. [redacted] provided. She informed our office a message was left for Dr. [redacted] advising him of a refund for $74.95 back to his [redacted] account. 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