J.R.J. Tara Corporation

Review: We rented a Uhaul van for one day use and were overcharged by quite a bit. We took pictures of the before and after mileage and we had used a total of 28 miles when we received our bill it showed we had used almost 78 miles on the vehicle. Prior to this rental we had rented the large moving truck for one day as well and were charged $20 less and using it for the same amount of time and close to the same mileage. It just did not add up. I went by the place to discuss the discrepancy and was told well "you should have verified the mileage." I stated I had pictures but he said he couldn't do anything with that, and again said "well you should have verified mileage." When we dropped off the truck we were not asked to sign off on mileage or verify anything. I was very upset at the rude response and the unwillingness to even look into the issue. I was very upset and felt like we were taken advantage of and when I told him that he just shook his shoulders like it was no big deal to him.Desired Settlement: I would like at the least partial refund for the extra 50 miles that was placed on our bill that was not correct.

Business

Response:

July 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she has been in contact with Ms. [redacted] and requested she send additional information in order to review her concerns further. She will then be back in contact with Ms. [redacted] to discuss a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from U-Hual and used my Debit card for $75.00 for the mileage, truck rental, cover charge. The advertisement on the truck says rent a truck for $19.95 nothing about mileage or cover charge. But I was told that when I return the truck I would get back what I shouldn't have paid for, not to mention the condition of the truck when we received it, check engine light on, and duck tape to help hold the back together. Before we returned the truck I had to put $6 in gas to put it back on the mark so I wouldn't get charged more, but also gave my son the card to put what money owed to me back on the card. No where in the store does it say anything about if you use a debit card it would be returned to you as credit. I have been on the phone Friday, August 22, 2014, and today August 25, 2014. To get no where with the company. Their policy is that debit and credit are the same and it will be returned the same. I have been on the phone with the card holder as well and they are telling me that if the money was returned as debit I would already have it but since they returned it as credit it will take 3 to 5 business days plus since it is pre-paid card through the [redacted] that it could take up to 30 days. I just want my money. I don't care about the faulty advertisement or the mileage or cover charge. Just $35.51 returned to me. While trying to talk to someone I have been hung up on, put on hold for 20 minutes or more and then disconnected, told that debit is the same as credit, made me feel, like I am stupid or don't know what I am talking about. If the money was taken out that day shouldn't I get my money back the same day?Desired Settlement: I just want my $35.61 returned to me and their policy changed.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Field Manager for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office the credit issued back to Ms. [redacted]’s card was canceled and the refund was issued in cash.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 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: 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: Uhaul made a transaction without my authorization and this is the second time they've done it. The first time was a month or two ago and I called asking a manager to call me but I never got a call back. I closed my account out and got everything out of storage and took the lock off. I called up to make sure I wasn't going to be charged and they told me I had to take the lock off the unit or I'd be charged. I let them know I already got the lock off and got my things out. They said that was fine then. Later a manager called me and told me they charged my card because I left a flat screen tv and a dresser in there. I told them they told me I was fine and they said they couldn't auction the stuff off. I told them the contract stated nothing like this and it only stated I had to remove my lock, which I did.Desired Settlement: I want them to reverse the extra month of $79.95 and refund my money.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our President for our [redacted] Office, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] had two opportunities to come into our storage center and obtain her items out of the storage unit. She was a no show both times. Mr. Langford stated he would personally make sure her things are out of her unit by October 5th to prevent another months charge on rent. However, a refund will not be issued due to the fact she never emptied her unit.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: Our initial agreement was that The truck I was renting would be available to me from 5:00pm to 2:30pm the following evening. It wasn't until I got home that I noticed the guy at the counter put that it had to be returned by 8:30am which already wasn't a possibility considering I got a much smaller truck than I initially wanted. My fiancé called immediately to correct the issue and was literally screamed at by the supervisor saying we can't keep the truck til 2:30 because they already scheduled another customer within that time frame. This however was not my fault, I verbally agreed over the phone to reserve that truck specifically from 5:00pm August 1st until 2:30pm on August 2nd otherwise I never would have given them my credit card information to reserve the truck. After speaking to numerous customer service reps over the phone and getting no where. One rep even refused to let me speak to a supervisor and refused to give me a number to contact the regional manager. I also forgot to mention that when I made the reservation they said the truck would be ready at 4:45pm at one location. I then received a call stating it will be ready at 3:00pm. When I arrived at the one location the guy laughed and said I was at the wrong location. Upon leaving I called U-Haul back and stated It would take me a little longer because I went to the wrong location and they then tell me that the truck wont be ready until 5pm anyway. In the end I was charged another 40-45 dollars because of a mistake made by "the guy behind the counter". My main concern is the companies lack of interest in resolving an issue with yet another dissatisfied customer. They falsely claim that they can guarantee customer satisfaction yet don't care, they simply just charge you more without mention. I would be willing to take back my complaints with the company if the issue is resolved other than my complaint for customer service. More than half the customer service reps I spoke with were very rude.Desired Settlement: Adjust my bill and apologize for rudeness and poor customer service.

Business

Response:

August 6, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She explained when they made their initial reservation, they were told the U-Haul truck was only available for 12 hours and needed to be back by 7:00 am as it was already scheduled to be used by another family before they made their reservation. Our U-Haul Center was able to allow them to keep the truck until 8:30 am. The contract was signed indicating the truck was due back at 8:30 am. As a result of them not abiding by the contract, we were not able to provide the truck for the next family and were forced to refund them the $50 Reservation Guarantee Fee. Ms. [redacted] apologized the truck was not available for the length of time they wanted, however, they were advised this from the beginning. She also explained that a refund could not be issued as the charges on their contract are correct.

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.

A U-Haul representative personally told me over the phone that we will have the truck until 2:30pm the following day. When speaking to the supervisor about this matter he stated that they did indeed have recorded phone conversation of the verbal agreement. I would like to request these records for review as well as any records made after the matter proving poor customer service and unnecessary incivility. If these requests can be met I would appreciate it. Thank You.

Regards,

Business

Response:

September 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western New York Regional Office, reviewed Mr. [redacted] recent comments and sent her the following email:

Ms. [redacted]. I wanted to inform you that we did receive [redacted] letter that was sent to the Revdex.com. I am currently working with customer service to get you all of the recorded phone calls. Thank you, [redacted] Executive Assistant U-Haul of Western New York

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: Fraudulent charges on 7/1/14, 8/1/14, 9/1/14, 10/14, 11/4 of $141.55 were made by U-Haul Company to my [redacted] resulting in a $707.75 overcharge. This is without rendering any services and without my authorization. A number of calls have been made to U-Haul Company without any resolution.

Product_Or_Service: U-BoxDesired Settlement: Refund

First, cease immediately to charge my [redacted]. Second, issue immediately a credit to my [redacted] of $707.75.Third, a letter stating the above has been done.

Business

Response:

November 20, 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 Central Georgia Regional Office, followed up on the information Mr. [redacted] provided. She informed our office a message was left for Mr. [redacted] advising him a refund for five months, July-November, was issued back to his credit card. His contract has also been closed out and his account moved out in Webstorage.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a U-Box to facilitate a move from San Antonio, Tx to Charleston, Sc on 05/1/14 and was quoted a price of $1039 shipping cost plus an upfront payment $108.41 rental of U-Box and trailer . My U- Box container was scheduled to ship on 05/06/14 and arrive in Charleston,SC on 05/14/14. After speaking with the manager of the San Antonio location about a $300 increase in shipping cost, I was then issued $300 in certificates to offset the increased shipping cost to bring it back down to the original quoted price of $1039. However, on 05/14/14 my U-Box container had not even been shipped from San Antonio,Tx which left me without my belongings (i.e. a bed to sleeping, crib for my 1 year old child, a dining table, etc...) all of which I had to purchase temporary subsitutes for example air matteress, pack'n'play, high chair, tv trays, etc...My container shipping date was rescheduled and GUARENTEED to arrive in Charleston on 06/09/14 and I was scheduled to be billed on 06/05/14 for a total of $1436.00. However, that delivery date was also missed by 15 days. I finally was able to pick up my belongings on 06/24/14 over a month late from the original scheduled arrival date. Upon picking up my belongings, the manager of the Charleston location was not able to provide statements or invoices of any charges I was being billed for due to "problems with the system" my debit card was swiped and $1436.00 in charges were pending in my checking account. The following day I had noticed that the $1436.00 in charges had be placed back into my account and I had recieved an invoice with zero charges on it. Although, U-Haul has all of my contact information I was never contacted by U-Haul about this matter. On 11/19/14 22:50, Five months later without any prior notice from U-Haul my checking account had been cleared out overnight I had been charged $1827.96 which left me with a negative balance of $662.10 which I now owe my bank. When I contacted customer service about the matter and requested to be emailed invoices for the charges. I was belittled and I did not recieve any invoices.Desired Settlement: Full refund and restitution

Business

Response:

December 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assis[redacted]t for our San Antonio Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and confirmed the charges were never processed in May. He did receive an email from U-Haul on November 18th explaining the charges will be processed on November 19th.

Our customers are very impor[redacted]t 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 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: 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 rented a pick up truck only to put my new boat in at the local boat ramp at [redacted]. I returned the truck the same evening (one day rental), having traveled a grand total of 34 miles and only putting $8 in gas in to bring the fuel level back to where it was when I rented it. A few days later my account was charged $103.00, nearly triple what it should have been charged. After calling, they stated I went 122 miles and they changed my contract to 'light commercial' due to the milage. I went over this false milage issue with [redacted] and then with his boss [redacted]...they continued to incorrectly state my milage. I know exactly how far I went because I set the trip meter in the truck; the false claim that I drove that far is either gross negligence in calculating the actual milage or an outright fabrication to increase profits. I refuse to be taken advantage of and treated as though I did something wrong when the injustice has been done to me. This completely false bill caused several NSF fees in my account also and I believe they know they are responsible for those and this is making them even more addament to deny any wrong doing.

Product_Or_Service: Pickup truck rental (1 day)Desired Settlement: DesiredSettlementID: Refund

Refund the overage charged to my card and charge my card the appreciate rate for the ACTUAL MILES I traveled (34). This should equate to a total refund in the amount of $60.00, as my card was incorrectly billed $103.00.

Business

Response:

April 2, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she personally addressed his rental concerns with both Mr. and Mrs. [redacted]. She checked several rentals before and after their rental and found no discrepancies in the mileage. Ms. [redacted] went as far as viewing the security camera to make sure the truck was not being used by a system member who did not document the odometer readings. Her researched showed the mileage is correct on Mr. [redacted]’s contract and relayed that a refund was not warranted.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 3 units with U-Haul and requested to keep my deep freezer and a two-sitter couch out of the units. The freezer contained frozen foods and needed electricity as we requested a unit with power outlet but they did not have one, hence the manager offered to help put the freezer in the garage until we returned from Maryland. One of the units was big enough to contain the rest properties but not our couch which was placed at the hallway in front of my rented unit but not interfering nor obstructing anybody and movement. I received a call after a week or two from [redacted] who became the new manager, [redacted] lied to me that my freezer and couch were removed and trashed and I objected why? as I stated that that was not part of the deal. The conversation revolved around discrimination and the fact that we were far away in Maryland and could not run down to see what was going on. I argued well above three times with [redacted] and that we will return soon. [redacted] offered to take the Freezer to my rented apartment, which she did, but did not take the couch.On return to Fort Wayne, my couch was nowhere to be found and no record of how it left the unit.Desired Settlement: I need my couch in the same condition it was or the value of the couch as of today.

Business

Response:

April 6, 2015

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

Thank you for forwarding Mr. [redacted] objection to our office.

Please be advised the information in Mr. [redacted] complaint is a duplicate of what was sent to us in Complaint ID# [redacted]. I have copied my original response below:

April 2, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted], as listed on your complaint overview. We have our customer listed as [redacted].

[redacted], our Executive Assistant for our NW Ohio Regional Office, followed up on the information our customer provided and sent him the following email in response:

Dear [redacted] U-Haul has been a leader in the do-it-yourself moving business for over 60 years. Our commitment to providing our customers with a better product at the lowest cost with the best service has enabled us to stay in business this long. We value you as a customer and apologize if your most recent experience with U-Haul was not to your satisfaction. Thank you for bringing this to our attention, and for giving us an opportunity to resolve the situation. I Spoke to prior GM who had made agreement with the customer on contract to store freezer for one week, customer moved in 10/31, on 11/5 customer was contacted to remove the freezer, customer stated they would be there by 11/8 to move it out, on 11/11 customer was contacted again to remove freezer. Freezer was then delivered by center employees to the customers residence. There is no mention of a deal to leave sofa in hallway. Customer is responsible to secure their belongings, leaving personal property sitting in a hallway leaves it open for anyone entering that facility to take it out of there. I apologize for any inconvenience this may have caused but there is nothing that I can do for you after such a long period of time has lapsed since we can no longer pull any video to see who may have taken it out of the facility. Sincerely, [redacted] U-Haul of N..W. Oho

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

Thank you for your continued support.

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 have responded to this e-mail before and there no more things to write about it. The same content is what you have. Kindly refered to the last response I submitted.

Regards,

Business

Response:

April 9, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our NW Ohio Regional Office, reviewed Mr. [redacted] recent comments and sent him another email in response:

Dear [redacted] Again, please let me apologize for the inconvenience this may have caused, but as I stated before it is the customers responsibility to secure their belongings. If the couch had been stored securely inside a storage unit this would not be an issue, leaving the couch sitting in the hallway was negligence on the part of the customer. I have spoken to the GM at this location and she was not aware that the couch belonged to you. She did state that she had left it sit were it was for a period of time hoping that someone would come in and secure it, when that didn’t happen she had no choice but to put it in the re-use center or as she called it the "Shared area." Our responsibility comes in to ensure that other customers are not inconvenienced and leaving a couch sitting in the middle of the hallway was an inconvenience not only to other customers but to the employees who had to navigate around it. It is my understanding that the agreement for the freezer that was made with the prior GM was that you had a week to have it removed, again, no mention of any deal to leave a couch sitting in the hallway. Notes in your contract from 11/5 state that you were coming in on 11/8 to remove the freezer, still no mention of a couch. On 11/11 notes state that you were contacted again and told that the freezer would be unplugged and put into the shared area. Current GM then offered to deliver freezer to your new address and still no mention of couch. According to the GM there was no mention of a couch until 11/19 when you had come in to rent a truck. I am unclear as to your claim of discrimination or how you were taken advantage of. If this was your perception then please let me apologize for whoever made you feel this way. Sincerely, [redacted] U-Haul Co. of N.W. Ohio ###-###-####

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

(Written on June 28th, 2013)I am not at all satisfied with the practices of this company. Currently a resident of Debert, Nova Scotia, I am moving to Truro originally on June 29 and needed a moving truck. I went to Metro Storage in Truro, which provided a great service no thanks to the U-Haul company itself, looking for a moving truck. I was able to make a reservation. This was around two weeks ago.

The U-Haul company called me yesterday, June 27, to inform me that the truck I reserved would actually be available for the Friday, the Saturday(my original reservation) and Sunday for the price of just one day, needless to say, this was quite pleasing as it allowed some flexibility and eased the stress of moving. Now everything goes downhill, today I went to Metro Storage in Truro where I was supposed to pick up the truck. And I was told, there was no truck there for me and that the truck I had reserved was at a completely different location but I didn't know where. So after driving to another location and having my reservation not be there, I went to Leopold's Variety Store which acts as an outlet for U-Haul as well. They did have my reservation but I was informed that I had to return it by 9:30 the next morning. This was not what my reservation had been. My reservation was supposed to be for 1:00PM on the 28th and the truck had to be returned by Sunday evening. I was not remotely pleased to hear this, in fact, I was rather upset and irritated. The reservation, which was originally simply on the 29th , had gone from 3 days, a day on either side of my actual moving day to one day, the wrong day, a day early. This was all done without notifying me, they did eventually notify me with a call to my house around 1:40PM on the 28th, with nearly five hours of time lost on my reservation. My son called my cell to inform me of this but by then I was trying to sort things out at Leopold's it was too little, too late.

After spending around half an hour to drive from place to place and an hour to sort out this reservation issue, the conflict was finally able to be somewhat resolved, albeit with less than ideal results. My reservation is now set for the Monday of July 1st and the day after. This has caused huge scheduling conflicts for the people who were, voluntarily, helping me move. I had four people lined up to help me and now, none of them can help me due to the change. Now I have to make do with myself, a friend I could get and my son to move. I was originally promised a truck for the 29th of June but now, I have to manage with a truck two days late and under worse circumstances. This is not good business practices and leaves an incredibly negative impression on me as a customer. To be clear, I am not holding anything against Metro Storage, Hollis Ford or Leopold's Variety Store, they are not at fault for this awful experience and actually lessened the stress by doing everything in their power to sort out this mess. The head offices of the U-Haul company which I was in contact with are the ones to blame here. They clearly are disorganized and extremely unprofessional. I was thoroughly frustrated, inconvenienced and angered with the handling of my reservation and from here onwards will not be taking my business to this company and furthermore I will not recommend it to any of my friends, family or acquaintances. This was easily one of the worst experiences I've had with a company.

We called U-Haul to rent a twenty six foot truck on June 17, 2013. We received confirmation to pick it up in Hernando, MS at 8:00 A.M. on June 30, 2013 at Hamilton Self Storage. We called about a week later to add a trailer and the lady said that my name didn't show on her screen. She told me to call U-Haul and of course I did. I was again told the truck would be there and added the trailer for the same location pick up in Hernando.

On June 29, 2013, I called Hamilton Storage again to confirm my pick up and to my surprise she again did not have my name on the screen and I was told to call U-Haul. I spoke with Leslie at U-Haul who was very helpful. She located a trailer for me, and luckily I was in that town so I picked it up. She told me my truck would be at Compass Self Storage in Nesbit on June 30, 2013. I could pick it up at 10:00A.M.

On June 30, 2013, we decided we needed another trailer and we picked it up on Lamar Ave. in Memphis. We came to Compass Self Storage who by the way didn't open until 12:00p.m. and NO truck. The person who had it dropped it off at Bullfrog Corner in Horn Lake and they were closed on June 30, 2013. The man couldn't drop it off in Nesbit because there was NO night time drop off place.

On June 30, 2013 we had two trailers that we picked up in two different places and no truck. We called all day. We were told that someone would call us but no one ever called us from U-Haul. Finally around 3:00p.m. a twenty six foot truck was dropped off on Summers Ave. which is 45 minutes from the location we were moving from. We went and picked it up.

On July 1, 2013, we moved with two trailers and a truck. We received different drop off location e-mails. We called U-Haul on July 1, 2013 to confirm the drop off location and the lady told me I could drop them ALL off at [redacted] Rental on Hwy 471.

On July 2, 2013 I received an email that stated I had gone over my mileage and one trailer was dropped off at the wrong location so they added a 120.00 charge plus a mileage charge. I called U-Haul again. I was redirected three times and finally talked to [redacted]. She was very rude and as we were getting off the phone. She called me STUPID. I was livid at this point. [redacted] Rental was extremely nice and we settled the charges.

I am so disgusted with the service from U-Haul. It states best price and convenience. Best price maybe, but no convenience at all. I have never had such a stressful move in my entire life and I have moved 6 times in 8 years through my company. I was extremely appalled at the way [redacted] spoke to me and then to regard a customer as stupid is beyond an outrage. I never raised my voice nor was I ever rude to her. She clearly is in the wrong line of work to deal with customers who have been all over trying to pick up equipment that was confirmed and then find out you have to travel above and beyond to receive it. My family put extra miles on my vehicle and wasted 9 hours waiting on a truck. I have spent close to 700.00 in truck fees, deposits, etc. and then to want to charge 120.00 plus extra for mileage is mortifying.

I hope that others do not have this experience because it would only put other companies way out ahead of U-Haul. I don't know if there is a resolution for the chaos and utter rudeness of [redacted], but I felt as though I should share my experience with you.

Sincerely,

DO NOT USE THIS COMPANY. I requested a trailer over 3 weeks prior to my move and was given less than a week's notice that the price had increased from my original quote of $90 to $500 dollars. It's absolutely dishonest and foul practice for a company to disrespect their customer by putting them in a position where they either have to pay an additional $410 dollars or to scramble at last second for their move. When asked why the price had increased they had no valid reason, other than that was the price set by the company and I had to either accept it or get screwed over.

I WILL NEVER USE THIS COMPANY AGAIN NOR RECOMMEND IT TO ANY FRIENDS OR FAMILY.

U haul is a terrible company to rent from! If you want terrible customer service & results, then they are the company to rent from. My husband rented a truck from them, the truck broke down & they first told him that they were going to charge him an additional $500-$600 even though he bought their "insurance". He disputed that & they then told him someone was on the way to him. Not true!! After going back & forth with them for numerous hours, not only him, myself, a friend of ours and his parents calling them for help that was assured to be on the way, he received help 11 hours, yes 11 after he was told their was help on the way. He had to sleep in the truck along the highway since he was too exhausted to drive. We asked for reimbursement for the amount we paid since the service was terrible and they were caught in lies multiple times. But they refused to do a full refund. They told us we would get $130.00 of the $550.00 they charged.$100.00 of which was an upgrade they said was complimentary. After 3 weeks we have only received $30.00. Wow, even more great customer service. Multiple calls have been made to them with no avail. This is the first time I have ever made a complaint like this coming from working in customer service, but it needed to be done. Keep it classy uhaul!!

I had many problems trying to book a truck from this company. I was provided with a smaller truck, at a different location, and a shorter time period than what I had originally booked online (a month in advance mind you). Calling into head office is a joke. I had one girl hang up on me two times (I'm pretty sure it was the same person at least). I simply asked if there was anyway she could get my order closer to what I had originally asked for and I guess maybe she was on her period or something because yeah, she was extremely rude and hung up on me. I wasted many, MANY hours with this company, and lost money as well because I had to take an extra day to move. In the end they gave me a $50 credit (which is 'guaranteed' on their website anyways, although I still had to fight for it). Wooohooo! I guess I'll go take my boyfriend out for a cheap dinner or something and forgive U-Haul for their complete incompetence. Yep.

First and foremost. I would NOT use this company for anything moving related. As I've come to realize each U-haul location is franchised out, you'll never know what you're going to get. Please spend the extra money and go some place else. To keep things short. I purchased a U-box from a location in Rochester NY from the actual owner of the location (Glenn). He wasn't to familiar with what I needed which was a surprise because he was the owner of this location. I scheduled for the box to be at my house on a Monday since my company had provided me a tight window for relocating. That morning I waited to only receive a call from Brittany with a message saying that my box would not show up until the next day. The reason she gave was that "the two systems don't communicate and the stores can't see her schedule and when boxes are available or not"I took off of work, had friends who take the time out of their day to help and now I couldn't pack my u-haul which needed to be out as soon as possible. She said it would get there before 10 the next day (Tuesday). The U-box didn't arrive until 11 and when I called that morning prior to the 10 oclock deadline I had the pleasure of an answering machine. After leaving a few messages I never received a call back from Brittany. The box was picked up Wednesday morning by the driver who was very accommodating and flexible with his schedule after I explained why I needed the box here Monday.

I then called u-haul again and received another answering machine. My next plan was to file a compliant with the company, so I called customer service and explained my situation to a nice lady and she assured me I would have a manager call me within 48 hours. This call was made November 26th. I still have not received a call from a manager to discuss the situation. At this point I'm disgusted with the lack of customer service and the ability to keep paying customers happy. I relocated that Friday and called U-haul that first week of December to receive a status check on my u-box (the one I paid for). Brittany couldn't give me an update on where it was and couldn't give me an update at any point during this process. The box was shipped December 3rd, after it being picked up from my location December 27th. The box sat for a few days as I was not aware of when it would be shipped. Moving is stressful in and of itself. The last thing you want to hear as a customer is I'm not sure, or It will be there soon. This is the reason why I will never and will not recommend this moving company to anyone.I called Brittany every two or three days to leave a voice mail only to not have my call returned. And when I did speak to her I felt as if I was a problem that needed to go away instead of a loyal paying customer that would like some basic information on where his belongings are.It also amazes me that a logistics and moving company can't give me an idea of where my things are. There are no systems in place to give updates or status reports regarding transportation of YOUR things. My box was received December 10th and that morning I once again called Brittany to get an update. She then said I'm not sure but to call her in a day or two if it doesn't arrive. They have 10 days from when payment is received to deliver the box. This was not my question. All I wanted to know was where it was, what state it was in, what was the ETA so I could arrange my schedule. I had to ask her to send an email to Arizona shipping department in order to get a response on the u-box. Guess what. I still haven't heard back from her. The unprofessionalism is why I'm writing this review. The lack of follow up and concern for the customer is why. I paid full price for low quality work.

After I received the box, I unlocked it to find out that now that door was realigned and I couldn't close it. Please feel free to call me as I have documentation of this issue. I needed to use all my strength to get that door close enough to jimmy the lock back on. Now I'm thinking, if my mother was moving and she couldn't get the door back on, how would she lock it. She couldn't and that's an issue. Not sure what happened to the door, but this was just the icing on the cake with this situation.

Please please do yourself and me a favor and pay a little more and go with POD or another service. I would not want anyone to go through the stress and frustration of what happened to me. I'm going to leave my information in this review because if I'm going to tell this story I also want people on both ends to have an opportunity to reach out to me. If anyone wants to contact me with questions please feel free.

Please please I'm begging you. If you need to move go with someone else. Don't get a u-box, and if you do please make sure you are able to get tracking numbers and have a contact person you can rely on to give you accurate information. I paid $1300 and I would pay $2000 for another company if I knew what I knew now. As I said before. I'm still waiting on a reply from my first complaint which was weeks ago. Would you want to have a company that can't follow up or do their job to the best of their ability managing a move. Moves are stressful already, please don't add additional stress with sub par companies that don't care.

Thank you for reading this.

Please contact me @ [email protected] if you have any questions.

I reserved a truck for April 1st. The truck worked great. I returned the truck after closing time. Many other customers returned their trucks after closing time also. Some of us had to leave the trucks in awkward spots that blocked half the parking lot but this is where customers were told to leave them. I was anxious to leave the parking lot before it became more congested so I locked up the truck where I was told to and left the key in the key drop. I then started to head home. After iI arrived home I suddenly remember I had left a small plastic piece in the driver side cup holder. This plastic piece is an important part to the futon. I called U-haul right away and left a message with someone who said they would leave a message for U-haul. They said that someone would get the message in the morning and call me right away. April 2nd no one called. I left another message April 4the with the same question in mind ,if someone found the plastic piece I had been searching for. I called U-haul again April 5th and I am still waiting on a call back. I cannot use my futon until I have the plastic piece that was left in the truck. I am extremely upset with customer service seeing as they hung up the phone on me last time I called.

We rented a truck from U-Haul this past weekend. Picked up the truck in Houston and returned it in Trinity. Apparently, we returned the truck 1/16th under. Since they know we are back here in Houston, we have no way of disputing anything unless we drive all the way back up there. Yes, that is what they told us - that they are calling to give us a chance to drive all the way back to Trinity to put gas in their truck to avoid their fee. If we do not go and put gas in their truck today (which is not at all feasible and they know it), they want to charge us almost $50! We signed a contract that said there will be a $3.75 convenience fee charge per gallon. There are 3.5625 gallons for every 1/16th of a tank. If it is $3.75 for every gallon they are to charge us, how these stupid hillbillies came up with charging us almost an additional $37, I do not know. The extra charge should come out to be $13.36. I do know that I won't just be posting this on here and [redacted] or simply giving the details to news stations, etc. I have some time to kill now and am ready for the fight. It may be a small amount of money, but these people are clearly trying to screw us because they figured it would be easy. They figured we would not drive all the way back to Trinity from Houston during the work week to put 1/16th of a tank worth of gas in their truck. It's the principle and if the company wants to hurt their reputation as badly as I am going to slaughter it over $37, so be it. I wonder if they know I am 8 months pregnant or if they know the extent of passion that a pregnant woman could possess.