J.R.J. Tara Corporation

Review: I received a U-Box on March 22 from this store and was told by [redacted] that as soon as we brought it back my 11 days would start. We had the box back on the 22nd of March about 4 hours later. Again after taking the box back I was told that the 11 days would start then and that my box would be in Connecticut by April 1st. This company blatantly lies to their customers and when you call customer service you will be given different answers each time you call. You will be told you would get a phone call back and nothing. Very dissatisfied

Product_Or_Service: rental of U-Box

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I was told my u-box would be in Connecticut by the 1st of April and it was not received to Connecticut until the 8th of April. My shipment sat in North Port Florida until the 1st of April. I am requesting at least 1/2 of the incurred cost.

Business

Response:

April 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Western FL regional office, followed up on the information Ms. [redacted] provided. She contacted our U-Box Department and confirmed the U-Box was one day late on delivery. Our U-Box policy is to refund $100 for every day the box is late, therefore, a refund for $100 was issued to Ms. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Complaint number [redacted] filed by [redacted] who stated that I would receive a phone call within 72 hours. (never received a phone call)

Complaint number [redacted] was told by the [redacted] team of U-haul that I would receive a call within 48 hours. (never received a phone call)

Made numerous phone calls to customer service

April 1st I spoke to [redacted] who informed me that U-Haul had 11 business days to get my U-box to CT, after I was told by [redacted] at the U-haul North Port Store that my stuff would be there by April 1st. Never once was I told 11 business day on the phone. Then on April 7th I called customer service and spoke with [redacted] who stated that the 11 days would be the 12th of April. I then asked to speak to a supervisor ([redacted]) who stated no the box needs to be there by the 7th and that he would look into why the box was not in CT. and call me back. Again no phone call back. Made another call on the 8th of April and spoke with [redacted] who filed a complaint and was told I would receive a call within 72 hours. I had another question I needed awsered and spoke to [redacted], who stated he would look into it and call me back. (again No call back) I also put on the U-haul [redacted] page how upset I was and that team and they started a complaint number. Both are in the beginning of the message. After numerous phone calls I finally received a phone call from a [redacted] in New Haven Field Manager. There was nothing he could do for me as it was not his district. I called back to customer service and was told that the regional office in North Port was going to call me. I am guessing that is [redacted] as that is one of the names that I have written down for the regional office. It seems U-haul is out for money but when it comes to customers they will LIE through their teeth to get you to accept their bull. Being a prior military dependent of a Wounded warrior I have MANY friends still in the military and will talk them out of ever using u-haul for any d.i.t.y moves.

Business

Response:

April 24, 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 Western Florida regional office, reviewed the information Ms. [redacted] provided. She advised our office she discussed her concerns with our U-Box Department again. After another careful review they determined the U-Box was delivered two days late and relayed that the 10 business day delivery begins once the final payment has been made. Payment was made on March 22nd. The Boxes were due on April 4th but not delivered until April 8th. As previously explained, our policy is to refund $100 for each day the boxes are late. Therefore, a supplemental refund for $100 has been issued to Ms. [redacted] to equal a $200 refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck in Pueblo Colorado for my business for 1 day. I turned the truck in early, clean and with more fuel than I left with. The dealer I use is a good dealer and I have had no problems in the past. (I have even given them excellent reviews when I get and email survey). However, I left a $100 cash deposit this time and was supposed to get a $33+ refund. They asked if mailing a check was fine and I said sure. I have waited 8 days and have had several calls to the Call center in Phoenix AZ. I have been lied to (when I asked the rep to let me talk to their supervisor I am told that they do NOT have a supervisor.) That would be Mitzy ,if that is her real name) in accounting. I have gotten so many reasons why they have not returned my deposit that they say I am due. They even gave me 2 different dates that the check was mailed out on, by 2 different reps. I was told by Blas, in the office of the president, that no one was going to call me back or resolve this because he didn't like my attitude. So, after that, along with being left on hold several times, that I would just let the Attorney General of AZ and the Phoenix Revdex.com take care of it. I truely think that waiting 8 days and several HOURS on the phone with the Phoenix call center, is more than ANY customer should have to put up with for a $33 refund. I have refered many customers in my business to U-Haul. But I am through hearing about bad customer service from UHAUL and now having to deal with them myself, I know what the customers meant. IT IS AWEFUL TO DEAL WITH THE CALL CENTER IN PHOENIX AZ. When you ask for their help in getting your refund, I actually had someone named Natasha laugh into the phone several times and still refused to help me. THAT IS WHY I AM WRITING THIS. They seem to think that just because it is a small amount of money that they can keep it and noone will notice or care. SHAME ON YOU PHOENIX AZ CALL CENTER!!!!Desired Settlement: I want them to send me the check they promised me 8 days ago!

Business

Response:

August 16, 2012

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

Our records indicate a check for $33.88 was sent to Mr. [redacted] on August 14th. He should receive the check within 10 business days of the date of the check.

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: Hello,I am reaching out to someone regarding a situation that is currently going on with UHAUL and I need some answers because something is just not adding upright. Now, I dont mind taking responsibility or things that happen but I need some answers again from U-HAUL.I rented a trailer back in April of 2014 and paid for the entire rental up front. After return of the trailer, I was advised that it was jacked knifed and I needed to repair the damages.I contacted the customer service representive because U-Haul charged me another $ 22.53 after the trailer was paid in full. I didnt know what the additional charges was for but the rep stated that someone gave U-Haul a call on May 5, 2014 stating that I didnt owe u-Haul anything and my charges were settled and they just charged me $22.53 and no additional charges were pending against myself and I was okay. After that phone call, I received a letter from [redacted] stating that I still owe $300 to U-UHAUL. I contacted [redacted] with [redacted] on May 30, 2014 and she advises that she didnt know what I was talking about and I needed to have U-Haul give her a call. I contacted U-HAUL and spoke to [redacted] and he disclosed that same information from the previous phone call that I didnt owe anything and my balance was $0.00. [redacted] reached out to the [redacted] to advise and let her know he was willing to help her in any way. [redacted] replied back stating that she needed a hand written letter from a manager to forgive the damages. I have been on vacation and just returned but I received 2 duplicate letters in the mail and an email from [redacted] stating that U-HAUL say I still owe. I really need this situation to get resolved. I have escalated this to the Revdex.com and as high up as I possibly can get. To leave you business with a good standing name is something I believe shall remain but treating customers like this, with different answers, providing charges with no explanation and having the company state you didnt owe to another company stating you owe them money is something I wouldnt want anyone else going through. I have attached the corresponded email from [redacted] and [redacted] but I need someone to give me a call asap ###-###-#### or mail me back advising what can be done with this situation.Desired Settlement: Waive $300 fee

Business

Response:

July 1, 2014

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

[redacted] advised our office they did an investigation on [redacted]’s rental concerns. They relayed [redacted] rented a U-Haul trailer on April 13th and elected not to purchase the optional Safetow Protection coverage. Safetow Protection covers the renter from damages done to the U-Haul trailer and cargo while on rental. It serves as a collision protection so the renter is not liable for any damages done to the trailer. On April 14th [redacted] returned the trailer. Her rental contract notes the trailer was returned with a bent tongue as if it jack-knifed. Estimated repairs came to $300.40. U-Haul attempted to collect for damages on the credit card used for the rental, however, charges were declined. The only amount collected was for the trailer rental itself in the amount of $22.53.

It has been explained several times to [redacted] by [redacted] and subrogation specialist that $22.53 was for the rental and $300.40 is still outstanding for the damages. [redacted] owes for the damages done to the trailer. There is no outstanding charge for the actual rental of the trailer.

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 have spoken on the phone with numerous of people today [redacted] and was unable to get my rental damage issue resolve. No one from this office was willing to speak with me and to contact U-Haul on 3way to discuss the matter. I have spoken to an [redacted] which advise me that he has contacted the regional head man in office and advise that my damage fees were not waived. I have spoken and contacted the corporate office to discovered that I was being lied to regarding what is owe and no one has called contacted U-Haul from [redacted].

All they have was received letters from [redacted] office and no phone calls.

Attached are the invoices from the collections department showing that my balance with U-Haul is $0.00

Invoice as of 5/6/14 and rented date of 4/14/2014 shows a balance of $52.53.The additional charges of $22.53 was taken and the fee of $30.00 was waived. It has been verified that a Nakita White was the manager/supervisor to waive the damage fee of $300.00 in u-haul system. Collections department representative [redacted] has also advise that fee waived and didn’t mind to send the invoice. She also states no call have come from [redacted] and my balance with U-haul is $0.00

Seeing that [redacted] has been replying back lies to a customer that has been trying to get an issue resolved isn’t good.

I will need this to be placed on [redacted] end and a final documentation stating my balance is $0.

Regards,

Business

Response:

July 22, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

A Claims Manager with [redacted] advised our office the debt for damage to our U-Haul trailer while in [redacted]’s possession was written off in the interest of customer good faith. Please be advised, however, she will remain on our E-Alert system.

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: My cell phone was damaged as a result of an incident that occurred while using one of U-Haul's moving vans on February 1, 2015. I paid for [redacted] insurance and am not at fault in any way, shape or form, yet my phone is ruined and I am not satisfied with how U-Haul has addressed the matter. I have documented my correspondence with U-Haul's Claims Adjuster, who had initially agreed to help resolve my concerns, but ceased to be of any help when problems persisted with my phone. Irreparable damage has been done to my phone as a result of employee negligence: there was a pool of coffee left in the moving van's cupholder, which should have been cleaned by an employee. It wasn't, and I put my cell phone in the pool of coffee. The phone showed immediate signs of damage, and has been deteriorating ever since. There isn't enough space here to paste in the whole transcript, but I have photos, documentation and have spoken to a number of people and professionals about warranties and the effect that liquid has on electronics. They were all in agreement with me, saying that I have been wronged in this matter and that U-Haul should at the very least pay me in full for a replacement phone.

Product_Or_Service: [redacted] Damage CoverageDesired Settlement: DesiredSettlementID: Replacement

I had to replace my phone at a cost of $343.85. U-Haul wrote me a cheque for $171.85 to pay for what I thought was the only issue with the phone. Within a few days of this I realized that the liquid damage was more extensive, and that the phone would continue to deteriorate. It couldn't be fixed and had to be replaced. I want U-Haul to write me another cheque for the amount of $172.00 to cover the cost of my phone replacement.

Business

Response:

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Atlantic Canada Regional Office, followed up on the information Mr. [redacted] provided and sent Mr. [redacted] the following email:

Good Day Mr.[redacted]. We are sorry to hear your phone has recently been having issues. I see that we did already reimburse you some of the cost as a customer goodwill credit. Since then 2 months have passed and we now understand you are concerned that the initial damage is now taking its toll on your phone. I have spoke with our Claim Services dept and they have reviewed your file and are confident its unlikely that this new damage your experiencing is directly related to the liquid coffee damage you have quoted from the beginning of February, nor have they received any proof showing that it was indeed caused by liquid coffee. We are currently unable reimburse the requested amount. If you have further questions or concerns, please feel free to contact our claims dept at ###-###-####, or our traffic dept 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,

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 wrote this (see below) to [redacted], but he responded by saying that he saw no evidence that the coffee incident had anything to do with the problems that arose with my phone. He also said that I am complaining about something that happened two months ago. The only reason we are so far along is because U-Haul didn't do what they should have done two months ago and replace my phone. They are trying to make me out to be a liar. There was nothing wrong with my phone before the U-Haul incident. I had never brought it into contact with water before or after said incident, nor did I damage it in any other way. I had a protective case and screen on it at all times. If there is no connection between the coffee incident and the problems with my phone, it seems very coincidental that my phone only started to have problems after the incident. My complaints are falling on deaf ears. The two photos that I have attached are:The coffee spill in the U-Haul van on February 1, 2015The quotation from [redacted] for a replacement phone, with details about the nature of the damageHi [redacted],I wrote this (see below) to your Claims Adjuster, [redacted], onMarch 27, 2015. You said that there was no evidence that the damage tomy phone was connected to the incident at U-Haul. Please read this.There is sufficient proof that there is a connection. I have photosand documentation to back this up, all of which was sent to Ms[redacted]. Please resolve this.Regards,[redacted]Hi [redacted],My initial call was to inform you what had happened at U-Haul. As Isaid in my previous correspondence liquid damage doesn't alwayspresent itself right away, so I was hoping that the steps that I tookto save the phone from further damage would be enough. Unfortunatelythey weren't. I read that it only takes about 20 seconds for water todo irreversible damage to a cell phone. The moment I realized thatthere was something wrong with the phone and that it had come incontact with the coffee I tried to turn off the power. The phoneimmediately showed signs of damage when these two things happened:1. I heard the sound of a new text message coming in, but when Ipicked up my phone and tried to click on the message to read it thebutton would not respond and the message would not open.2. I then noticed the coffee dripping from the bottom of the phone andput two and two together. I tried to turn off the power of the phone,but to no avail. I couldn't shut it off. It took me several attemptsto get it to shut off. I would say that the phone was submerged in thecoffee spill for about 10 minutes, and it took me another 10 minutesto get it to shut off. Plenty of time to damage the phone to a pointwhere it would never be the same again.I told my father about what happened when I parked the U-Haul. He toldme to put the phone in rice. I did this for about three hours or so -however long it took us to move everything into the U-Haul. I thenturned the phone back on to see if it was functioning. At that pointit seemed ok, but I am not an expert and couldn't say with certaintywhat was really going on inside the phone. I took a picture of thecoffee spill inside the U-Haul cup holder (see attached) and reportedwhat had happened to the employees at the desk where I returned thekeys. They told me to contact you, so here we are. I shut the phoneoff again after I moved everything into the new location and put it inrice for another 8 hours while I slept.When we first spoke on the phone I told you that I wanted yourcooperation in fixing my phone in the event that there were any issuesthat arose as a result of what happened at U-Haul. I was hoping thatthe phone was okay and that we wouldn't have to go through thisprocess, but I soon noticed a few problems:1. The front-facing camera lens (my first visit to [redacted]).2. The volume down button. (a few days following my first visit to [redacted]).I spoke to three professionals about what happened (two at [redacted] andone at [redacted]), who all said that the problems that I am dealing withare definitely connected to the incident at U-Haul.You keep saying that it was my responsibility to prevent furtherdamage to the phone once I realized what was going on, but it doesn'tchange the fact that we wouldn't be in this situation if it wasn't forthe negligence of the U-Haul employee. I paid for insurance and am inno way, shape or form at fault here. That is what bothers me the mostabout this - that you are putting the blame on me. I have been givingyou an accurate account of what happened that day, but I feel asthough I am wasting my breath. This has been a major inconvenience anda huge headache. My phone was fine before that day, but now I have togo through the ordeal of replacing my phone and footing part of thebill for a problem that you should have resolved already.If I was at fault I would accept this gracefully, but I am not. Pleasedo something about this.Regards,[redacted]

Business

Response:

May 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Atlantic Canada Regional Office, reviewed the recent information from Mr. [redacted]. She informed our office, as relayed in my previous response, Mr. [redacted] needs to contact the claims department at ###-###-#### to pursue his claim.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: This Uhaul location has taken unauthorized amount out of my account without my permission. I have asked them to wait for payment & not to take money out my account without my permission. This time they took $20.00 over what they were suppose to again, without my permission. Date in which they took out was June 28,2012 (amount owed were $63.85). However they took unauthorized out of my account on June 28, 2012, $83.85.Note: I have two units with them... Unit [redacted] & Unit [redacted]. Both units have been repeating taken money out of my account unauthorized.In addition, recently they called me on day of said to be auction to tell me that they went through my things and they auctioning my things. Unpractical without notice. However, [redacted] allowed me with an attitude to pay a few days later the amount owed on the unit [redacted].Desired Settlement: I would like for them to use correct procedure and not to take money out of my account without my complete authorization. Refund my $20.00 they took over-payment of billing on their part.

Business

Response:

July 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email reminding her she was on auto-pay per Ms. [redacted]'s request. However, when there are not enough funds on the card, the charge is declined by the credit card company. Auto-pay tries to pull daily and if it cannot collect, a late fee is added to the storage account. Ms. [redacted] did postpone the action, but explained we will not be able to take a partial payment in the future and Ms. [redacted] needs to stay current on her storage account to avoid late fees and a future auction. Ms. [redacted] advised our office a refund or adjustment is not warranted on Ms. [redacted]'s storage account.

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 never agreed to be on auto-pay. Requested them not to take money unauthorized out of my account repeatly. That's illegal for someone to take money out of your account.

Regards,

Business

Response:

September 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-haul Company of IL, reviewed the information Ms. [redacted] provided. She informed our office she left two separate messages on Ms. [redacted]'s voice mail requesting a return call to address her concerns. She also sent her an email relaying that her storage account had not been paid since July 2012. Ms. [redacted] postponed the auction on one of the rooms on September 18th because Ms. [redacted] reported her phone was out of service. Both rooms are in lien status and due to be auctioned on October 18th. Ms. [redacted] is aware of all charges that are owed. We must receive payment by cash, cashiers check, money order or credit card to bring the rooms up to date. Ms. [redacted] asked for Ms. [redacted] to contact her by email or at the telephone number she provided in her email. Currently $260.90 is the balance on one room and $203.85 is the balance on the 2nd room.

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

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,

Review: On August 30th, 2014 I rented a Uhaul truck and was told that I would be billed only $55.71 and my card was charged $63.42 and I returned the truck on August 30th, 2014 at 10pm and the Uhaul location [redacted] was closed. I was advised that I would only be charged the difference of miles driven from what I originally estimated would be used during the rental period. On September 12th, 2014 there was an unauthorized charge of $80.98 charged to my card by the Uhaul company. I had funds available to pay approximately an additional $30 on August 31st, 2014. The Uhaul company was open on that Sunday and I got no call about any additional fees or any declined card or owing a balance because my card was declined. I spoke with store manager [redacted] on Friday September 12th, he had NO explanation of why my card was charged this extra amount he stated that my total was around $90 which I already paid $55.71 on 8/30/14. He advised me to callback Saturday 9/13/13 and he would investigate. I called and left multiple messages for [redacted] and other store manager [redacted] and no one returned my call. I left messages Sunday and finally got a BASTY response from [redacted]. He was very rude and disrespectful. Explaining to me I was [redacted] out of luck the charges are valid. I asked for proof that my card was charged on 8/31/14 and declined because I have proof that the funds were there and waiting to be taken out. He declined anything I said and continued to be rude and vey unprofessional. I asked to speak to someone higher than him he declined. [redacted] said they will say the same thing, oh well the charges are accurate. He offered no solution or explanation. He said there were late fees applied although I brought the truck back on time and my card balance was enough to cover the truck rental amount due as of 8/31/14. [redacted] was completely rude and I am completely dissatisfied with the lack of customer service I received.Desired Settlement: I would like my money back that is due to me. The $80.98 unauthorized charge minus $30 that should have been charged. I would like an apology for the lack of customer service I received and [redacted]'s rude demeanor and conversation with me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted]. located in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], I am writing this e mail in regards to your recent complaint with U-Haul. I first would like to send a apology if in any way any of my workers were rude or unprefessional in any way to you. Also I would like to let you know we will refund the 30 dollars back to your card if you can just give me a call to do so again sorry for any problems this may have caused for you and we will consider this matter resolved once refund is done. Have a great day and we hope to have you back at U-Haul as a loyal customer. Sincerely [redacted]Our records indicate the refund for $30 was issued back to Ms. [redacted]’s [redacted] account on September 19th. The refund 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: We moved from [redacted] to [redacted] SC on 10th. [redacted] manager of [redacted] UHaul location recommended UBox as it will help us move between 2-9 business days. We explained we will be moving on the 10th of June 2013, he said we should order the box for 6th so we have the box before we get to SC. As we had entered the U.S before so our documentation was all ready and they did not have to wait for the box to be shipped he assured that the box will be shipped to US latest by 8th June and we will have the box on 10th June the date we arrived. The box was shipped on 6th . We arrived on 10th and called on 11th to follow up , he said that there were some errors in the dates documentation error on his part and so he needed us to make correction and send him a fax which was done in 1 hr and we called and [redacted] confirmed the receipt of documents and also confirmed that the box will be shipped on 12th and we with receive it in 13th. We called on 14th and left message for call back no reply , we called on 16th and left message for call back no reply, on 18th the call center agent who answered the phone heard my concern and put me on hold for 2hrs and the call got disconnected. I called back another agent laughed at me and put me on hold and hung up. Ultimately got a call back from [redacted] who said she is the manager now and [redacted] was demoted for bad service and assured that our box will be shipped latest by 20th or 21st . Also she updated our files as [redacted] had made many documentation and information error. We did not receive the box on 23rd so called and left numerous messages for her she never called back. So started calling the call center again and every time we called got new dates, new information. We even filed a complaint ID [redacted] and were assured that someone from the head office will call. No one ever called. Ultimately on 28th [redacted] confirmed the box was shipped and will arrive tomorrow. did not happen we called july 1st who sent an email to the head of the department,receivd our box on 4th 6pDesired Settlement: DesiredSettlementID: Refund

We were with out personal belonging for over a month so had to buy every thing again.My husband ahd to start a new job, my kids suffered. We spent over $2000. I want it to be reimbursed at least and also be compensated for all the trouble.

Business

Response:

July 19, 2013

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

[redacted] the Traffic Control Manager in our [redacted], ON Regional Office spoke to Mrs. [redacted] on July 12th. Ms. [redacted] explained most of the problems with the U-Box were with the custom's paperwork and documentation. Ms. [redacted] did inform Mrs. [redacted] they were given a month's free storage with the U-box.

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 am not sure if U Haul got a chance to review the email I sent following my complain after I received a call from their area manger. The response is incorrect in every sense. Again just how the company is been dealing with us from the very beaning in approparate information, not apologies no customer service. She never apologized or explained that they offered to give us a month free. Please find below the email I sent expressing my discomfort following the phone conversation that was abruptly ended on July 12th .

Greetings,

Today at 4:57 pm received a phone call from Traffic Manger of Ontario UHaul from ###-###-#### number ; who started the phone call accusing me that we did not provided them with the required documentation and so the shipment was not sent on 9 business days. Later after I explained the

situation , she said that she does see receiving some thing on 14th so I inquired even if we go by what she is claiming the shipment still did

not come in 9 business days after 14th. To that she explained that he box was dispatched and was held at the border for a month .

It is so sad that UHaul is resorting to such shameful tack-ticks , I was explaining to her that I was speaking to some one every single day and no

one ever asked me for any additional documents.And no additional documents were provided. Also no one ever told me or called me back to confirm that the box was dispatched and was held at customs. On the contrary I called and [redacted] (customer service agent ) advised that the box was picked on 26th and I will receive a call from local agent today (28th). However the box arrived on 3rd.That was the first time ever that an agent had said that the box was picked up. Till that date all the agents confirmed that the box was in Windsor ON location.

I kept explaining our ordeal but she kept interrupting (no concern) and accusing us.Also there were gaps in the conversation as if she had me on the phone and was busy attending to something else. She kept going back to my Revdex.com complaint Email, I explained I could not type the details as there is a limitation to word count. I have already submitted a detail complain with UHaul ID [redacted] but don't think she ever referred the same.

The manager who called ; her tone was intimidating, rude, blaming us, also did not even acknowledge my concerns , did not express any empathy for all the discomfort we had experienced.

Further the call got disconnected ( or feel she hung up on me ) and she never called back. I called back but after a few rings it was disconnected.

I am very disappointed in this organization. It is a shame that they conduct their business in such unethical manner and every staff of their

organization has no customer service skills.

Regards,

Business

Response:

July 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of Western Ontario, reviewed the information Mrs. [redacted] provided. She assured our office she was involved with their move from the beginning and relayed that the major delay was because legal documents for Mrs. [redacted] and their two children were not in complete order at the border. We provided them with one month of free storage and will not be making any further adjustments or refunds.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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.

Regards,

I did not provide any additional documents and am amazed how the story keeps changing from time to time. The manger gave the same explanation and when I explained no additional documents were provided and upon questioning How did the situation change she could not provide with an explanation and hung up.

So I maintain no additional documentation were provided. And I did not receive my shipment in 9 business days. Also had to deal with unacceptable and horrible customer service. I still don't have any of my questions answered or any apologies. You Windsor manager did not call back, your area manager hung up and did not have any basic curtsy to call back and apologize. All your customer service staff were extremely rude. I still do not have any answers. A move it all company must have some standards .

Regards,

Review: On April 30, 2013 I secured an online reservation for a 4x6 storage unit. I received a confirmation email to have the storage unit on May 1, 2013. I arrived at the facility at 9:30am to start using my unit. I was then made to purchase renters insurance for $6/month and also required to purchase there circle lock for my unit. After finishing my transaction I was escorted to my unit that was not the requested downstairs unit. I went back to the front desk and he explained that the downstairs unit was $10 more per month so I agreed to keep my unit. As I back the Uhaul truck up to the facility I was then told my another customer that he would not be closing his door on our isle every time we needed to get by in order to move in. At that time I realized that there were several people in the facility that the office personnel knew by name that I had already thought was weird as if they see these people on a daily basis. At that point I also realized there were several units being used by several guys that were sleeping in them. I went back to the front desk and requested all my money back. I was asked by the office staff what was wrong and I pointed out that there were several homeless men living in the units. I was then told by the front desk that "they are paying customers too". At that point I explained that I do not believe that the Uhaul Corporation knows and allows that type of rental. When I looked around not only were there several homeless living in the facility but that it was there home with toiletries and personal items for them to live on. On the walls in the facility there where also signs that read "Anyone caught bringing food in will be evicted". As far as I am concerned I know this is not the policy and procedure that Uhaul as a company abides by. The front office gentleman then "smirks" at me if this is no big deal and that this was funny to him. I told him I would be contacting Uhaul corporate to file a complaint. I called to file and was told I would be contacted within 24hs

Product_Or_Service: StorageDesired Settlement: DesiredSettlementID: Not applicable

I am appauled by this type of business dealing and customer sales service. This facility needs to be investigated and not allow people to store there personal belongs inside of a facility that has put them and their belongs at risk.

Business

Response:

May 9, 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 Charlotte, NC, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced and assured Ms. [redacted] the situation she experienced would be addressed with the staff at our U-Haul Center involved. Ms. [redacted] explained it is against U-Haul policy to allow customers to live or sleep in their storage units and is grounds for immediate eviction. She also went on to advise Ms. [redacted] that she is prepared to offer her one month of free storage any another U-Haul storage location. Ms. [redacted] provided her telephone number for a call back.

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: Roadside Assistance, R a 17' U-Haul truck rental to be picked up Thursday, July 18th, 2013 at 10am central time. My rental was scheduled to be picked up however at noon based on availability. Upon arrival at the U-Haul facility known as Bauers Custom Hithes (003787) located at [redacted] the vehicle wasn't ready. The store manager Thaddeus had another employee get the truck ready and we went through and signed the paperwork necessary for the rental and I paid $908.63 for the one way rental to Auburn, AL. Fifteen minutes later the truck was pulled up front and I was given the keys with no opportunity to inspect the vehicle. I didn't leave of course before doing so and noticed the vehicles odometer reading was 116,710 miles, despite my contract being highlighted with the mileage at 94,195. I immediately go back inside and inform the employee that pulled the truck up and Thaddeus comes to make the correction and changes the details on the contract. I as him specifically whether thus vehicle will make the drive safely across the country in summer heat from Minnesota to Alabama and he assures me that it will and the truck has been inspected so there is no need to worry. Items from my home are loaded onto the truck and I fill the 40 gallon truck to begin my voyage to Alabama. Assuming the website and the store employee are right I am going to get 8 - 10 mpg so I'm loaded with proper gas expense money for the 1108 mile trip. We began the drive Saturday around 5pm and after filling up 6 times and only driving 738 miles the truck starts to run rougher and the air conditioning goes out. I am in a very desolate area so after making four calls to roadside assistance, finally the third representative Renee I spoke to calls back and leaves a message asking for me to find the nearest rest stop or location where there is open businesses and call back ###-###-#### and provide reference #[redacted]. Worried that this vehicle could break down as we approached the Tenneswaasee mountains I drove until I located a rest stop just miles away in Metropolis, IL. I called back and spoke with Roadside assistance who dispatched a mechanic from Britton's Wrecker Service Inc. The mechanic showed up about an hour later and inspected the vehicle stating the engine is running really rough and he can see the spark plugs have not been changed, yet the issue that caused the truck to finally give was the head gasket was blown. We waited a total of two hours after that information was communicated to U-Haul and I made numerous calls to find out what was our next steps finally to be informed that my two children and I would be shuttle to a U-Haul facility 9 miles away in Paducah, KY. There our truck would be towed and transloaded by a moving company if they could someone this late on Sunday. We waited another two hours at the U-Haul facility beyond closing outside for the tow to show up with our disabled truck. On e they arrived we waited another hour and a half to ha e our things moved into a 26' 57 gallon tank truck to complete the remaining 400+ miles we had left. While waiting for this to be completed I spoke with manager Niya from Roadside assistance informing I've spent $638 in gas driving roughly 700 miles because I was getting 4.5 mpg and I'd Luke to be reimbursed for the trouble and the nine hour delay that caused me to miss my scheduled time at 6 pm to have movers unload my things and get shuttled to Atlanta, GA for my flight back to Minnesota on Monday. She informed that she couldn't do anything about that, it's not in their policy to reimburse for things like that, however she would complete a customer action form and someone would follow up with ne in 72 hours. I was given a second reference # of [redacted] and a customer summary # of [redacted] to use going forward. I begin the last leg of the trip after this horrific event and pure uncertainty of what was to come of my complaint. Being pressed for time because I now have to hire additional movers and have them unload this truck, get a new way of transportation to Atlanta and catch a flight Monday evening, forced me to drive through the night with no sleep because my resources we're almost depleted and I couldn't afford to pay for everything twice within a 24 hour time frame. I was fortunate enough to locate movers same day and we had everything unloaded. When the truck was unloaded it was discovered that there was a leak on the top of the truck consequently destroying a canvas picture that was unwrapped and laid to the side by the movers who transfered my things in Paducah, IL. I henced reached out to customer service to inform of the damage and was told that someone will contact me and nothing can be done until then and I need to call back to get the address to my requested drop off location change. I contacted customer service a total of 5 times over the next two hours to change my drop off location to Atlanta, Ga because this would still be in my allotted 1412 miles per the contract. After two hours of being transferred and disconnected, I spoke with a representative in scheduling who changed my drop off location to a downtown Atlanta U-Haul facility. Considering I was traveling just 107 miles from Auburn to Atlanta it would work but by this time almost 6pm I missed my flight and had to spend the night in the airport and catch a 5:45 am flight and wait stand by for a connecting flight from Charlotte, NC to Minneapolis, MN. I was contacted by a Sean from U-Haul ###-###-#### in the Twin Cities region who said my request for a full refund of $1800 is reasonable but he can only authorize $600. I informed Sean that I missed a day of work Tuesday and didn't sleep for two days because the truck was not properly inspected before I picked it up. I was being reasonable by asking for my cost because punitive damages we're definitely apparent here. He said he agrees but this is all he can offer. This is unacceptable for the woes and as a result I'm filling this formal complaint.Desired Settlement: I want to be compensated for a minimum of $1500 for the misrepresentation of the reliability of the vehicle, time lost,property damage, a missed flight and the danger my family put in as a result.

Business

Response:

July 26, 2013Revdex.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 Southern MN, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] has been refunded a total of $850 for an adjustment on his rental plus fuel expense. She also relayed that Mr. [redacted] confirmed he was aware he signed the contract that states we do not reimburse for loss of time in the event of a breakdown of the U-Haul equipment.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

(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.

Review: Phone call made to Uhaul Peoria, IL to inquire about boxes. Was advised they didn’t have boxes available.

Phone call made to Uhaul Customer Service (1-800 number). I asked that if I made the reservation of the Uboxes , would the boxes be shipped to the location. I was advised yes- that if I made the reservation for the Uboxes that the facility would have the Uboxes.

I went online through Uhaul and reserved two Uboxes for Friday

830AM I called the Peoria location to confirm I could retrieve the Uboxes and rent a pick up truck to tow the boxes with and was informed that there was only one box available. I called ‘Customer Service’ and spoke with [redacted], who not only argued with me and continually talked over the top of me, she put me on hold so I could ‘calm down’. She located a Ubox in Champaign (100 miles away) but I would have to drive to get the box and pay all charges for getting the box from Champaign. I explained that was not possible. I flew into Peoria to pack my father’s apartment for him to relocate him to Florida, as he was very ill and in the hospital. I had 24 hours to get the packing down before I had to be on the road, as I had to drive his car and his dog to Florida. The situation was extremely stressful. [redacted] then located a Ubox in Bloomington IL, but I would still have to pay all the charges for renting the truck and driving to Bloomington to pick up the Ubox, then I would have to load it. (gas for the vehicle- $57) When I transferred to the District Manager, [redacted] (who [redacted] from the Peoria store referred to as Uncle [redacted] when he called him while I was at the store) he continued to argue with me, telling me that I knew that the Peoria store would not have a Ubox available to me and that I tried to “backdoor” the system by calling Uhaul customer service (quotes used as this was the exact phrase [redacted] used on the phone with me). I asked him if that call was being recorded, and he hung up on me.

The fact of the matter is- I made a reservation through Uhaul that I firmly believed would be honored, based off the conversation I had with Uhaul customer service. Not only was this reservation not honored, I was put under extreme duress, bullying, and complete and utter disrespect. I’ve never been treated so poorly or yelled at by people in management positions as [redacted] and [redacted]. They were completely unsympathetic to the situation and rather than assisting in solutions they preferred to tell me I had tried to “manipulate Uhaul’s system” (quotes used as this was the exact phrase [redacted] used on the phone with me).

I’m requesting that Uhaul refund my money that I paid to use the truck to drive to Bloomington to pick up the Ubox that was supposed to be available in Peoria, the cost of gas that I had to put in the truck, and the other Ubox. While we did get to use the Ubox, I was not able to load the Ubox on Friday as by the time I returned from Bloomington the apartment building where my dad lived would not allow me to load any longer as it was too late in the day. I had to get up very early Saturday morning, make certain all was ready, then load the box. I was also late leaving, making the 24 hour drive back to Florida under even more stressful conditions.Desired Settlement: Truck Rental - $90.80

Fuel - $57.00

Second Ubox- $300.00

Total refund request- $447.80

Business

Response:

November 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Illinois Regional Office, followed up on the information Ms. [redacted] provided and sent her an email in response. She explained she addressed the information with all involved. When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms. [redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation. Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need to travel to an alternate location to secure the needed equipment. Ms. [redacted] offered her apology and also explained Ms. [redacted] was told up front she would need to travel to secure the needed equipment. She also apologized for the added undue stress Ms. [redacted] experienced and because proper reservation policy was followed, a refund is 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,

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 very much disagree with Uhaul’s response.“When Ms. [redacted] contacted our Peoria U-Haul location, she was advised he did not have all the boxes she needed. Ms.[redacted] relayed when Ms. [redacted] contacted our Corporate Reservation Department, they were unaware of equipment availability and Ms. [redacted] would have been advised the local office would be back in contact to schedule her reservation.”While I did contact the Peoria office and was advised that they did not have any Upods, I contacted the Customer Service line (it was after hours in Peoria) to ask how to get the Upods. I was told they would be shipped in to Peoria. At no time, either during the phone conversation with the Corporate Reservation nor the online Reservation that was made was I informed that the Peoria Office would need to be contacted to verify equipment. I was actually told by the Corporate Reservation Customer Service Agent that if I did make the reservation, the Upods would be sent to Peoria. This was not advised by the Peoria locationuntil I called them the day I was to pick up the Upods. For this reason- I am holding to this complaint. Neither the 800 number nor the online reservation redirected me back to the Peoria office. “Our Peoria location contacted Ms. [redacted] back to again explain they only had one box available and she would need totravel to an alternate location to secure the needed equipment.”This is not true either- I was not informed ‘up front’ that I would need to travel to get the Upods. I was told that theywould be available, as my reservation confirmation says, in Peoria on the date they were reserved. Sincerely- [redacted]

Regards,

Business

Response:

January 5, 2015

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 Illinois Regional Office, reviewed Ms. [redacted]’ recent comments to your office and sent her the following email in response:

Good afternoon [redacted]. Once again I have gone back and read your initial letter as well as all the notes on your contracts. I then requested every conversation you had with our corporate office be reviewed by their supervisors. The supervisors listened to every call you made to the Customer Service Department. Not once in all the calls did anyone tell you that the equipment will be delivered to Peoria for you. In fact they all have scripts they read to every customer explaining policy and procedure to our customers. In fact the one agent asked you several times to get your credit card to get everything reserved for you but you stated you needed to go over it with your husband and that you were going to reserve it online. As like all our rentals when you reserve online it does tell you that you may have to travel if the equipment you are requesting is not available in your preferred location, that you must check the box understanding this. It will not let you proceed with out checking it. When the reservation is made it goes to our Customer Service Dept, they then route it to the closest Marketing Company Traffic Department to your preferred pickup location. Then they send it to the closest location that has your preferred equipment. If they do not have what you need they contact customer with what they have and or where the next closest location that has, in your case Bloomington was next closest with your 2nd ubox. At no point did anyone tell you they would be delivered to Peoria, at no point did anyone say we would get them to you, the reason being is we have no way to do that. They cannot nor will they tell a custoemr this as it is untrue. RM [redacted] and Traffic Control Manager [redacted] told you the truth on every phone call they had with you. They did not talk over you, they did not yell at you, they told you that calling customer service is not going to make a ubox appear any closer that there is no way to go get them. We do not operate that way. My Company President [redacted] was a part of this the day this went down, he was right there when [redacted] was speaking to you as well as in the same room when you spoke with [redacted]. He reviewed everything at that time and further instructed them that the closest was in Bloomington, that the customer would have to travel and no discounts due nor warranted. He read the first letter from the Revdex.com as well as this most recent. He still stands on principal, no refund due nor warranted. Policy was followed, nobody told you what you claim. He is standing his ground on principal on this. Thank you [redacted]

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 am due to pick up my 26' truck at 4:00 PM tomorrow, 8/1/14. A reservation I made over a month ago, in person with the guarantee this equipment would be available for pick up in [redacted]. Today, 7/31/14 at 3:45 PM, I received a call that I would instead have to drive 45 miles away to pick up my truck tomorrow. This is completely unacceptable. I do not have a ride or the extra 2 hours of drive time this would take. You web site has this guarantee:

"When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed."

Speaking with Sr Manager [redacted] from [redacted] got me nowhere. She offered a 10' truck a day later! She even refused to inquire whether the people who reserved the 26' truck before me would be willing to drop off this truck to a different location closer to my reserved pick up point.

This $50 she offered does not even cover the hardship, time or gas this change in pick up causes. The addition to the extra stress this has added to my move has made me disgusted with this company and the lack of customer support.

If this possibility had been explained to me 6 weeks ago at booking I would have chosen a different company.Desired Settlement: I believe that this added stress and unacceptable expectation of the customer should result in my time and extra energies being compensated. Since my contract was changed last minute, I believe uHaul should refund the cost of my rental.

Business

Response:

August 8, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer, [redacted]. [redacted] the Traffic Control Manager of [redacted] informed us a total refund of $146.88 and the reservation guarantee of $50.00 were credited to [redacted] card today.

The credit should appear on [redacted] 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,

U-Haul Executive Assistant

Consumer

Response:

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

Regards,

Review: This all started when I rented a truck from Uhaul at the [redacted] location, via the internet on Feb. 19th. Before I get to far, the contract number is [redacted]. There was a $252.35 charge for boxes and moving supplies and a $225.95 charge for the moving helpers. I'll have to break this down in sections. Firstly, I reserved a truck on the 19th of feb, to be picked up on the 28th, the day of the move. Uhaul calls me on Feb. 27 and told me there was no truck or car dolly available in Chattanooga, TN and that I will have to drive to Dalton, Ga to pick the truck up. Now.... I was moving to Savannah, GA mind you.... So me and my partner had to drive to Dalton, GA to pick the truck & car dolly up, take it home, load it up and THEN drive back trough Dalton, GA to get to Savannah. To say that was inconvenient, would be an understatement. When I asked if one of their employees could drive it to Chattanooga, they told me they couldn't, as they didn't have the man power to make such a trip. Mind you now, I'm stuck with Uhaul because moving companies require at least a 48 hr window, before you can pick a truck up. So then when we was expecting the moving help, which they recommended, we got a call from the mover and he stated he couldn't make it because his wife had a stroke and he was taking her to the hospital at that point. So then we had to hire another moving company. They showed up and did an awesome job, considering the tight time line we was under! That moving company that did the awesome job was Moving Made Easy, which I did rate them accordingly. The company that called at the last moment and canceled was J&P Movers & Cleaners. My biggest and main complaint is the $600 I paid for the Uhaul truck, from Feb. 28th to March 3rd. We thought we would need the truck for that long but we only had it one day and dropped it off in Savannah, GA on March the first. Now... When we got the truck in Dalton, GA there was some rubber missing from the fender on the passenger side I believe but since the guy in Dalton, GA didn't note on the contract that the truck had that missing already, the folks at the Uhaul in Savannah was asking me about it, like I had done it, though I only had the truck one day. I explained that to them and they didn't know what to make of it, because the guy in Dalton didn't note it in the contract, nor did he note that we actually decided to leave the car dolly and just come back to TN and get the other car, as we didn't feel safe pulling the other car, with such a huge truck. So then I got a call from the Savannah Uhaul, that's on [redacted], asking me where the car dolly was. The Uhaul in Dalton, GA in all honesty, needs to be shut down! The older guy wasn't friendly at all, and the "office," is a small trailer, that's dirty, on a junk yard lot and just not clean or well insulated on the inside at all. My partner was horrified that he was going to catch some disease, the place was so nasty and unkept. Even the Uhaul sign looks shabby. We had the truck for one day and in that one day, we was looked at like we messed it up, then the guy in Dalton didn't put the condition of the truck in the contract. Got called and was asked about a car dolly, which apparently, he didn't put in the system that we decided to go without it but was still charged for it. Then to top that off, we had to drive almost 30 miles to get a truck in a location that we didn't want! That's technically bate and switch! I had reserved this truck and dolly almost a week and a half and still had to go to another state and city to get a truck because they had nobody to drive it to Chattanooga, TN? that's unacceptable! Then you guys still charged me for a car dolly I never even used, so that should have been taken off my bill. I didn't get all the moving pads I ordered, as he only had 8, which I don't care about, as everything made it down OK. Oh yeah.... He keeps the furniture and mattress pads in one of the junked cars in the parking lot. What kind of company runs an office that way?Desired Settlement: I paid $600 to rent this truck for 3 days and returned it after one day. I want that $600 bill cut in half, due to the inconvenience, head ache and unprofessionalism of not telling me in enough time that you guys didn't have a local truck, so I could have found a company that did have a local truck! I didn't before but if I had read the reviews on your site, which clearly has tails of you having customers going to other states and cities to get what they've reserved weeks ago, I would NOT have went with Uhaul. I started to go with Budget to begin with but went with you guys because you have been around a lot longer. This experience has been horrible and unacceptable, for a company that's been around as long as you have! Granted you guys did give me 50 more miles on the truck, since I had to travel out my way to get it, doesn't excuse the poor communication and customer service we received. We were practically accused of damaging the truck, was almost charged for a car dolly we never used and to top that off, got charged for the full time I've had the truck and no credit back for turning it in you might as well say 3 days earlier, as I turned it in that afternoon and just as I was leaving, they rented that very same truck to a customer, just like that. That's double dipping, to charge somebody the full time and not offer any credit back, on something that you're still making money on with somebody else. Honestly, I started to not even go through the Revdex.com and just dispute the credit card charge but my partner seems to think that doing it this way would be far better for customer service and giving you guys a chance to make it right, than to dispute the charges, go to court and all of that red tape. I'm flustered all over again, after recalling and thinking about the experiences I've had, with your franchises. I have no problem with the moving fees and the packing supplies I stated above but the $600 for one day and everything that followed, I DO have a problem with! Especially more so, since that same truck drove right back off the lot, before I left, after being upset, after being interrogated about the condition on the truck, which YOUR representative, failed to note, on the contract. I even got the safe move and safe tow insurance, though I didn't need it. Especially the safe tow, which was $31 for a tow dolly I didn't even use, which also cost me $59! I'm hoping you guys will do the right thing and get this all straighten out and to educate your people on how important it is to note EVERYTHING before you send it out because I sure did!!

Business

Response:

March 19, 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 Knoxville regional office, followed up on the information Mr. [redacted] provided. She sent him the following email:

Mr. [redacted], Please accept my apologies for the problems you incurred on your U-Haul reservation. I am refunding your credit card in the amount of $90.00 for the Tow Dolly and the Safe Tow Protection where you returned to the tow dolly to the dealer and did not use. Also, you will be refunded $50 for our reservation guarantee, for not having your equipment at your preferred location and you having to pick up elsewhere. The rate for the rental truck was $420.00 to go one-way from Dalton to Savannah, GA, this rate includes up to 3 days use and 432 miles, which you were given 40 additional miles since having to go to another location for your reservation pickup. So, on the one-way rental, you are not charged for days--you are charged for distance, and permitted a maximum number of days in which to complete the rental. I will be unable to refund the equipment rental rate, At the time of your rental, location should have had you do a walk around on truck and making if their was any notable damage to the vehicle, such as the missing rubber from the bumper, so that when you where at your drop off location, they would know this was old damage. I apologize that the dealer did not provide you with the service that you, our customer deserves. I will go over this situation and the condition of location with the Area Field Manager who overseas this location. As far as the equipment being rented out the same afternoon, once you had completed your move and turned equipment into location at your destination. Your contract was fulfilled and could then be checked in and rented out again to the next customer. For the additional inconvenience, I am crediting your account an additional $50.00. Sincerely, [redacted], EA

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Horrible customer service wrong products wasted my time and resources.

Review: On July 19, 2013 I submit a reservation for a 5'x8' Uhaul Trailer, costing $70 + $50 insurance. The reservation was made for August 15th, 2013. On August 14th, 2013 at 1:30pm NL time Uhaul called me to inform me that no trailers were available in the city ([redacted]) and the nearest trailer was in [redacted] (330km away). Left with no other option, I requested a discount and compensation for the gas and travel expense to pick up and bring the trailer to my residence (A total of 660km travel, ~$130 in gas). After arriving in Gander and talking with Uhaul for an hour to get them to give me the discount they promised, I was given a 4'x8' trailer for $25, versus the regular 4'x8' cost of $49. (Smaller than I had reserved, as that is all they had available). Upon getting the trailer, I proceeded to move and drop the trailer off at the predetermined location in Summerside, PEI. After dropping off the trailer, I proceeded to call Uhaul and file a complaint. I filed a complaint (#[redacted]) and was told my call would be returned in 3 business days. The call was not returned, so I called back and was told the case was closed because they had already given me a $50 discount and that was final. I requested to speak with a manager, and was told he would call me back in 3 business days. I called again, after no return phone call, and was again told the case was closed. I was again told that I would hear back from Uhaul management. I have yet to hear anything back and I have approached all steps possible to contact management at Uhaul.

Throughout this ordeal the lack in customer service, assistance, and commitment to product promised is mind numbing. I was promised a 5'x8' trailer in a location in my city. I was required to drive over 600km to get a smaller trailer, dealt with insensitive call center agents, and was never consulted on the final decision.Desired Settlement: I would like a refund of the purchase price of the trailer ($84.75, as compensation for gas, mileage, and excessively poor customer service encountered throughout this ordeal.

Business

Response:

August 29, 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 Atlantic Canada, followed up on the information Mr. [redacted] provided. She informed our office a refund for $84.75 was issued back to Mr. [redacted]’s Visa 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

Review: The below letter was sent to [redacted], and we still have not been updated on what is happening to out things.

Since you are the Regional Northwest Manager, if I heard you correctly, I would like to inform you of our entire experience with U haul as a whole company. I feel it is important to do so because it’s not just the wrongs that have been done to us at the Yakima U haul 1st St. location but in fact the predicaments that the Bridgeport Way U haul location and the large Auburn U haul location have put us in also.

June 2013

I went to U haul in Lakewood to pick up a reserved 27 foot U haul. The employee was unable to locate any information on my reservation when I arrived. After wasting two hours of my allotted packing time, he found my reservation and confirmed that I had paid for it, gave me the keys and told me what truck it was. I went to the truck to leave and the truck did not start. I attempted to get it started a couple of times and it did not work. I went inside got the manager and informed him of the situation. He tried to start the truck five times and on the 6th time it started and he assured me the truck was just fine and that the truck was just touchy. At that point I left and took it home and literally spent the next 24 hours packing my home into the U haul. The following day when we went to leave and the truck would not start. It took over an hour to get the truck started, and in that time I called another U haul center told them what was happening with the truck and they assured me the truck was fine but was just a bit touchy. After completely filling up the truck ($100) my father, [redacted], my 5 dogs, and I set off for Yakima, WA from Graham, WA in the U haul and my 2 personal vehicles. We made it to Highway 167 just two or 3 exits shy of the large U haul in Auburn, WA (with the truck on the top of the building). Out of nowhere the U haul lost all power and shut down on the freeway. My father coasted through 70 MPH traffic to the side of the highway. [redacted] and myself in our personal vehicles with our dogs pulled off with him. We found out the vehicle would not turn on, yet again, so we called the U haul road side assistance. It was about 90 degrees outside with 5 dogs in the cars. On the phone with road side assistance we were told it would take no more than one hour and 30 mins to reach us. Unfortunately for us we waited for four hours before anyone showed up, and the person that showed up was not an employee of U haul it was a WSP police officer. He notified us that it was not safe to be on the side of the highway and there were several 911 calls about us being there. He then said if you can get the truck started I can follow you to the U haul a couple exits up. Luckily since the truck had been sitting for four hours it finally started after five attempts, and we finally made it to the U haul in Auburn, WA. When we arrived there the mechanics ran a diagnostics and an error code showed up, they cleared the code and ran the diagnostics again, and no code showed up. That is all they did and there was no inspection, or what I feel is a proper inspection, done on the truck at all. They also, like everyone else, assured us the truck was safe to drive over the pass to Yakima, WA at night. We then decided to try and make the drive, and no more than 1 mile away from the U haul the truck completely died again forcing my father to jump a curb in order to get the truck out of busy traffic and in turn damaging our personal property inside (we were not aware of the damage until the following morning). At this point we had enough. We called roadside assistance again and they attempted to get us into a hotel in the area. They were unable to accommodate my father, [redacted], my 5 dogs, and myself in a hotel. I then had to contact a family member to leave work and drive one hour out of his way to pick up 2 of my dogs. They were then able to accommodate us into a hotel. When we arrived at the Days Inn off the 15th St. exit, the receptionist told us they had no reservations for us there and it took an additional hour to get us into a room. All in all in the experience of getting us into a hotel besides not being able to find one that would take 3 adults and 5 dogs the customer service was above average. In addition to this particular situation my father has had a liver transplant and needs to take medication at certain times of the day due to us having to stay the night in Auburn and not being able to keep our schedule he was unable to take his evening and next morning medication. This resulted in him becoming ill a few days after arriving in Yakima, WA. The following morning the Auburn U haul accommodated us with our request of a new truck and movers to unload the old truck into the new truck. Before the movers showed up the service manager (a blonde woman) and a U haul employee delivered the new truck and we requested she fill up the new truck with a full tank of gas because we had filled the gas tank to full in the original truck. She stated she was unable to accommodate that request without our gas receipt from the old truck. Our conversation quickly turned into an argument and she refused to listen to the reasons we requested her to do so, she then walked away on her phone. The employee who drove the new truck to the hotel was still standing there politely. I asked him to check the paperwork showing the fuel level on the old truck when we picked it up and compare it to what was in the gas tank currently. After he looked at it he took the papers to the service manager and showed her. The stood talking for awhile and she was on her phone quite a bit, but she then approached us and told us that she was going to get in trouble because she was going against what her boss told her to do. She requested the employee with her to go fill up the truck to a full tank. The service manger had papers with her and she stated that we needed to sign the papers or they would not release the truck to us. The service manger stated the paperwork was for releasing U haul from any and all reliability of broken or damaged property from the movers. I signed the papers and they left. My father, [redacted], and I went out to the old truck and unloaded everything to check for anything that could have been broken or damaged when the truck died. That is when we found these items broken or damaged: tv entertainment center, 1 box spring and mattress to our bed, 2 floor lamps, and a box of kitchen dishes. The movers arrived and began packing our things, during that time I called the Auburn U haul and spoke to the service manager again. I informed her of the items that were broken in the truck from the night before, and she gave us the number to the insurance company. As we were waiting for the truck to be loaded I spoke to a representative from RepWest. The representative that I spoke with stated that the property that was damaged would not be replaced because the insurance only covered property being damaged in accidents.

In all honesty our bed was only a couple months old and the lamps were bought at the same time. At this point because we received half way decent customer service from the roadside assistance call center, [redacted] and I decided to just eat the money for the damages and to just let it go. Although our property would have never been damaged if two U haul employees at separate locations did not tell us that the truck was “just fine,” including another employee over the phone at a Tacoma location. Our original schedule would have put us in Yakima, WA at 3 pm Friday, but at this point it was Saturday at 4:30 pm and we were just leaving Auburn, WA. We arrived in Yakima, WA at 8pm on Saturday evening. [redacted] and I spoke about where to get a storage unit and we looked up several units in Yakima, WA. Yet again we put faith into such a widespread household name, U haul, and against our better judgment on Sunday my father and I went to the Yakima U haul Moving and Storage on 1st St. and got a storage unit there.

September 2013

Unfortunately for [redacted] and I moving to Yakima, WA did not work out. I moved the things I had with me back to Tacoma, WA with [redacted]. Mid September we decided to pick up a load from the Yakima location and there were absolutely no issues. We arrived packed some of our things and left.

October 5, 2013

Prior to October 1st (when our payment was due) we had an unexpected expense that we had to take care of and as soon as we realized the unexpected expense would interfere with our U haul storage payment we notified the store Manger Matt Veshell of the situation and within the same conversation set up a payment for October 9th. We were told that was no problem but there would be a $20 late fee attached to our bill, and we agreed to that. During this phone call we had explained to him that when winter came we would be unable to drive over the pass to pick up our property. We also told him that the 5th of October was the only day we could come over the pass and pick up some essential living necessities (dishes, a couch, a couple lamps, and winter clothing). Matt Veshell informed us he understood the situation and reassured us that we would be able to get into our storage unit and pick up the things we had listed.

October 5th we arrived at the Yakima location, and we had forgotten our code to the building. We spoke to an employee named Kristin, and she gave us our access code. We attempted to get into our storage unit and there was a gold lock with a red strip placed on the latch of our large unit next to our lock, but our small storage unit did not have this gold lock placed on the latch. As we seen this there was a U haul employee inside the building and we asked her why the lock was on our storage unit. She stated the lock was placed there because the storage bill had not been paid. I then told her I had made arrangements with the store manager to pick our things up and we had set up a payment arrangement. At this time she informed us she did not handle billing issues, and she called up front for another employee to assist us. After a few mins [redacted] showed up. [redacted] stated that Matt Veshell wanted to speak to me about our storage unit, so I followed her back to the front office. I approached Matt and told him I was informed he wanted to speak to me about our storage unit, and he did not even acknowledge my presence in the office. I then waited a few mins thinking he was busy, and then I politely tried to speak to him again. Before I could even get anything out of my mouth he loudly informed me in front of other customers that and I quote “I am not going to unlock your [redacted] storage unit, because you have never made a payment.” At this point I was stunned that I was being spoken to in that manner by a manager, and I responded with there must be a misunderstanding. He then again would not acknowledge that I was speaking to him. I said I have received e-mailed receipts to my wife’s e-mail address for the previous payments that we have made. I then tried to tell him that I would be more than happy to show him the receipts from my phone or on a computer, and the response I got from him was that we were “ [redacted] liars.” After being cursed at for the second time in front of other customers and employees I then became impolite with him. I quote out of my mouth “you sound extremely uneducated, you’re rude, have no right speaking to me that way, and one way or another you will open my [redacted] storage unit.” I then walked away and went back to my storage unit where [redacted] and my brother were waiting for me. They were standing in front of the entry way under the green eve. I began informing [redacted] and my brother of the situation that had just occurred. At that point we heard two individuals speaking loudly (male and female) and the female said to the male that he cannot speak to customers in that manner. We then heard the male say, “those [redacted] dykes are lying.” We walked around the corner and there stood Matt, Kristin, and the employee who had called up front for assistance for us. Matt turned and walked away and [redacted] and the other female employee approached us. I asked them if this is how they treated all of their customers, and [redacted] then told us that “Matt is an [redacted] and we should not take what he said personally.” At this point we gave [redacted] a brief description of our previous conversation with Matt explaining that he knew we were going to be late on our payment and that we had asked permission to be able to pull out the essential living necessities for over the winter months, and that we would not be taking everything out of the storage unit. [redacted] brought up her concern about us not making any payments to date which would have been three months worth of payments. [redacted] then pulled up her e-mail account and showed [redacted] copies of the receipts from the previous three months. [redacted] then stated she was going to go up to the front office and speak with Matt and that she would be back. After about 30 mins she returned and told us we could only remove one couch from the storage unit. I then explained the situation about the winter weather and not being able to get over the pass for a few months and that we were moving into a house and we needed our basic living essentials, but we would not be taking everything out of the storage unit. She then informed us if we did we would still owe the payment for October. As [redacted] removed the gold lock from our large storage unit she told us that she was sorry for the way Matt had acted and that he was her fiancé and he was an [redacted] all the time. We thanked [redacted] for allowing us to get the things we need and she asked that we let her know when we were finished so she could place the gold lock back on the large storage unit.

We removed our essential living necessities and loaded our trailer. What was left in the small storage unit we placed in the large storage unit and organized it. We cleaned the small storage unit and walked outside to go to the front office, but we seen [redacted] and the other female employee that was with her earlier walking out of the other storage building. We told [redacted] that we had put all of our property into the large storage unit, and cleaned out the small one. [redacted] directed us not to put our disc lock that was previously on the small storage unit back on there (these are the U haul disc locks that we purchased from the Yakima U haul center when we first received our storage unit). [redacted] informed us that it was U haul policy that any units that are no longer occupied but are attached to occupied units (two units in one contract) are required to have a gold lock placed on them so that staff members are aware of what units are empty but are still being paid for. We did not argue with her and we agreed to do what she asked to avoid any further confrontation with the Yakima U haul employees. [redacted] also stated that the gold locks do not get put storage units until 8 days after missing payment and if we cleared out our storage unit prior to the 9th of the month we would not be charged for that month. We did not think much of what she said until we were almost back to Auburn, WA. Before we left we returned to our storage unit to get my brother and to make sure there was nothing else we needed. We then closed the large storage unit door and pushed the latch into locked position and placed the U haul disc lock on the latch. At that time the storage unit door and latch were securely attached. We had no concerns of the integrity of the door or latch. We then headed home and began talking about Kristin’s strange comments and wondered if it was an actual U haul policy that we were not allowed to place our U haul disc lock back on an empty storage unit we were still paying for. After talking more about it [redacted] and I felt we were possibly being over sensitive because of the way we were treated by the Yakima U haul Moving and Storage 1st street employees, especially the manager. I would like to point out that what was left in my storage unit I could have gotten out on October 5th. We decided not to do so for two specific reasons. The first reason is because we had not paid our storage fee yet and we felt it would be rude if we would have emptied both of the storage units completely. The second reason is because [redacted] informed us that we would still be charged for October. I would like to point out that [redacted] had given us conflicting information in regards to when we were able to remove our property without being charged for that month. As I previously stated she told us that we would not be charged if our property was out before the 9th of the month.

October 22, 2013

We received a phone call on October 22 from Miss [redacted], she stated that she was walking by our storage unit and the latch "fell off" [redacted] then asked Miss [redacted], how does a latch just fall off when we were just there two weeks ago, and the storage unit was in good condition including the latch, door, and lock that we placed on our storage unit. The lock you told us to buy. Miss [redacted] responded with they do that some times. [redacted] then asked how it could have happened and was anything stolen? Miss [redacted] then stated she could not know if anything was missing because she did not know what was in there in the first place. [redacted] asked her if she could review the tapes and call back. Mean while when [redacted] was on the phone with Miss [redacted] I was speaking with another employee that refused to give me her name. It was a female our conversation in so many words went the same, however I asked her to call the cops and start an investigation, she said she would and someone would call me back. at this point [redacted] called me and told me what she found out. [redacted] then told me that Miss [redacted] said because we were unable to drive over the pass due to the bad winter weather that U haul was going to drill our lock and place a new u haul disc lock on the unit and keep the keys until we were able to come to Yakima. Thus being said the Yakima U Haul has had the better part of three months with full and complete access to our storage unit. This is why we are asking to be refunded the money we have paid to store our personal belongs at the Yakima U Haul Moving and Storage center on 1st street.

I would also like to mention that when I asked the first time to start an investigation that it never occurred and no one called me for two weeks. I became impatient with waiting so that is when I called back to find out what was going on. At this point I found out that there in fact had been no investigation started. I asked again if they would start one for us and I was told yet again that they would start it right away and it would only be a few days until I heard back. Another week passed and I still had not heard anything from the Yakima location about my unit and property that was stored there. I again called the Yakima location to find out what was going on and no one answered the phone at two pm. I was transferred to a U Haul call center. This is my third call into U Haul to find out what is going on and this would be the third employee that I have spoken to about this issue. He then pulled my account up and informed me that there was nothing in the notes about starting an investigation but he did state that there was some damage to the outside of the unit. He told me he would open a claim for me and big surprise I heard nothing back. At this point I was feed up and knew I could only handle it in person and made the decision to wait and address the problem in person. SO this whole time [redacted] and I were under the impression that the latch had just "fallen off" and all of our possessions where still there and intact. This is per the U haul employees statements to us.

February 1, 2014, present date

One week prior to February 1st we attempted to call U haul corporate in regards to the Yakima storage on 1st St. We were then informed that the Yakima location is a separate region and we would have to speak to the manager at the store to resolve our issue. The woman that I was speaking to informed me that she could send in a complaint notice to the Yakima location and ask that the manager try to resolve our issues. [redacted] called the Yakima storage location and asked to speak to the manager assuming it was still Matt Veshell. She was then informed that the manager was now [redacted]. Miss [redacted] informed [redacted] that it was no problem to clear out our storage unit on February 1st and that we would not be charged for the month of February.

Upon arriving at the Yakima U Haul location [redacted] went inside and asked to speak with Miss [redacted]. As Miss [redacted] was walking [redacted] to our storage unit she asked Miss [redacted] how did our latch just fall off the unit. Miss [redacted] then stated in a sarcastic response that the latch did not just "fall off" it was taken off. Which is completely different than what [redacted] and I were told by Miss [redacted] and several other employees. Miss [redacted] stated then that when they drilled our lock off and opened the unit they found the nuts and bolts that held the latch to the door. At this point [redacted] and I were standing at the storage unit with Miss [redacted], and she then stated that there were two sets of keys for the one disc lock that they had placed on our unit. Both sets of keys were marked with our storage unit number. Miss [redacted] tried the first set and they did not work. The second set of keys did work to open the storage unit. Why would there be two different sets of keys numbered with our storage unit when they only put one new lock on the storage unit after they drilled ours off??? Question, having noticed the nuts and bolts on our dresser in our storage unit should that have been an indication of burglary and the Yakima Police Department been notified? Is it only the responsibility of the manager to notify the police of any suspected burglaries or damage to a customer’s property, or should any/all employees notify the police? Especially when in that same time frame there have been in fact several other burglaries at this U Haul location. The Yakima Police Officer that had arrived to take our statement asked Miss [redacted] if our storage unit had been broken into around the same time as the other three storage units. He also asked her why she did not call the police to start an investigation because she was present when the broken latch was discovered and there was a suspicion of break-in. She then stated that she was not a manager at the time and did not know why an investigation was not started. However, Miss [redacted] was the employee who called [redacted] to notify her that the latch had “fallen off.” [redacted] did in fact ask her to review the tapes and to provide us with more information about the situation and to find out if someone did enter our storage unit. As Miss [redacted] continued speaking with the Yakima Police Officer [redacted] and I noticed that her statement continued to change from us to the police officer. She told the police officer that she was not present when the latch was discovered. In [redacted]’s and Miss [redacted]s conversation that morning while walking to the storage unit, she informed [redacted] that she was the one that had called to notify [redacted] of the broken latch. [redacted] was unaware of who the employee was that called to tell her about the broken latch until Miss [redacted] had mentioned that it was her (Phone call to [redacted] occurred October 22 2013). [redacted] and the Yakima Police Officer stepped outside because the alarms in the building were continuously going off and it was too difficult to give an accurate statement due to the noise. While outside [redacted] informed the police officer that Miss [redacted] was present when the latch was found broken per Miss [redacted]’s statement to [redacted] earlier that morning. The police officer then reiterated the statement [redacted] had just made to him, and he then said she told him that she was not present when the latch was found broken. Mr. [redacted] we are not accusing Miss [redacted] of being involved or having any knowledge of the burglary. However her misleading information to [redacted] and I leaves us with questions. On top of that her conflicting stories between the Yakima Police Officer and us increase our concerns of the integrity of the Yakima U haul location and their business practices. She had also told us that if someone had broken into the storage unit that the alarm would have been set off and it would have notified an employee to investigate any potential issues. This raised a question in my mind. If this statement is true then that would mean that it had to have been both tiffany and I (we know we were on the other side of the state) or it was someone with the ability to gain access to our U haul account information and building code. While we were in the front office we noticed that the red alarm lights were blinking in a startling amount of storage units, and we noticed that no employees were concerned with the alarms going off. What I gather from seeing the disinterest of the Yakima U haul employees with the multiple alarms going off left a gut wrenching feeling that it was completely possible for an outsider to have opened my storage unit without being discovered.

With all that being said I am now left with feeling mislead and lied to by a company that is supposedly an everyday household name. As [redacted] and I got home and looked over the amount of money we had invested into U haul to provide us with a safe working vehicle to move our property with and a storage unit to safely and securely store our entire life in, we realized that we had invested our time, effort, and our hard earned money into a company that was not customer orientated. At this point we decided to look for the U haul customer mission statement within the U haul official website. Not to our surprise we were unable to locate one. I say this because of the customer service that I have been receiving from every U Haul location that I dealt with.

I feel that u haul has lack of training, standards, consideration, and outcomes for the customers that made the choice to make u haul what it is. The impression that we received from U Haul is uncaring. Since we started our journey with u haul we have heard many similar complaints from other people. Having these conversations with fellow patrons we fell that it is due to U Haul not providing the training and skills for their employees to live up to the original standards that first built U Haul and made it a successful company.

I also feel like u haul takes their customers for granted and without customers like [redacted] and I there would be no U haul. We were wronged in every service that we had received as new customers beginning with the truck rental problems. We understand that vehicles break down, but how is it that we brought up the fact that our vehicle was not running properly to at least three different employees that work at three different on site U haul centers and multiple employees within the call center. Not one employee told us to bring the vehicle back out of concern for our safety, but instead told us the vehicle was just “touchy”. There are many examples of this within our U haul journey but the most concerning is the large Auburn U haul center. They only ran a diagnostics check with the hand held device and did not even take the time to physically check the error code that came up. They only cleared the code and claimed the vehicle was not only safe but able to make the trip to Yakima, WA through the mountain pass. This interstate has limited lighting and very few safety emergency pull off areas, and sometimes minimizing down to narrow two lane roads. It is highly occupied 24hrs a day with semi’s and multiple other types of vehicles. Therefore the employees had no thoughts on the fact that they were putting my family’s life at risk and also the other family’s lives at risk that could have been injured had the vehicle broken down again while driving on a dangerous interstate through a mountain pass at night. Luckily the vehicle broke down less than one mile from that on site U haul location where they ran the diagnostics test. This resulted in feelings of U haul taking us, the customer, for granted. We still looked past the vehicle mistakes and we gave U haul another chance with its storage facilities. This time we trusted U haul not with our lives but with our personal property. With this second chance not only was our property was taken from us. Due to the lack of employees being educated on how to properly handle burglaries, my wife and I had to wait 3 months before we were able to file a police report. My wife and I made many attempts to start investigations into finding out what exactly happened with our storage unit. Due to the negligence of the U haul employees at the Yakima storage location my wife and I have potently lost any hope of being able to locate any of our property. There were also things that can never be replaced that were destroyed in the storage facility that was supposedly secure and safe.

I find it hard to believe that U haul is truly a family orientated company. I say this because of the way I was treated, talked to, belittle, violated, and discriminated against. It is astonishing that the “faces” of U haul have such a lack respect for the customers considering if customers did not use U haul the employees would not have a place to work. The customers make U haul the company that is today.

I very disappointed for trusting a company that would not take crimes such as burglary seriously. Not only has my family worked hard to have the possessions we have, but we have worked very hard to preserve the family heirlooms that have been pasted down for hundreds of years. These heirlooms are a way to remind me of loving wonderful family memories that I had. Now looking at these heirlooms all I see is disappointment and the only thing I feel is violation. These feelings are not only towards U haul but also in myself for trusting U haul with thousands of dollars of personal property. Upon renting a storage unit the employees at the Yakima storage facility ensured me that my possessions would be safe.

Mr. [redacted] you assured me on the phone that you were going to make this right. In regards to my property that was stolen, thank you for that. Please know that when I say this it is nothing personal, but I have a hard time believing that U haul will actually replace all the things that have been wrongful taken from my family and damaged in the incident. The memories that came along with those possessions do no hold a price tag and will never be able to be replaced. The U haul employees at the Yakima location lacked information on how to handle a burglary properly.

This has potently costs my family the opportunity to get our belongings back and to maintain our privacy because the intimate sexual nature of home videos that my wife and I made together. I mention our privacy because I was raised in Selah, WA and Yakima, WA my entire life and know a majority of the people who reside there. I attended all my schooling there and lived there after graduating for a long time. Unfortunately the private videos my wife and I made are missing and when finding out that our storage unit had been potentially tampered with we then grew desperate to get a hold of an employee for conformation if someone had actually broken into our storage unit or if the latch did indeed “fall off.” Not only has my property been damaged, we are missing thousands of dollars in property, and my PRIVATE HOME SEX MOVIES ARE FLOATING AROUND IN THE CITY I GREW UP IN. If any of my former peers, current peers, brothers or sisters, and especially if my mother and father ever found out it would ruin my life and reputation.

At the very least we expect U haul to replace the property listed below and be reimbursed for the money we spent for storing our property in a U haul storage facility; considering all of the things we have been through involving U haul as a whole company. We looked for receipts for our property, however we are unable to locate them and believe they may have been in the storage unit along with other important documents that are missing.

Damaged Items:

1. Infrared Gas Grill- The side trays have been severely bent and damaged, Along with being severely scratched up.($800)

2. Mizuno Bat Bag - the straps have been cut ($70)

3. Family antique Vanity over a 100 years old - the brackets have been broken off completely from the mirror and the front and top have been several scratched to the point on grooving the wood, and a bottle of nail polish had been broken open and spilled on it. In 1987 my father had the vanity appraised by a professional and found it to be worth 3000 dollars then. I can’t imagine what it going to cost to restore this irreplaceable family heirloom.($3000)

4. George foreman grill(counter top grill)-busted in to pieces($80)

5. Love seat to complete a matching set- One side of the love seat (arm of couch)- wood frame is broken ($200)

6. Six drawer dresser- leg is broken off($150)

Stolen Property:

1. Lawn Mower-($600)

2. Weed eater($150)

3. Skill saw ($200)

4. Jigsaw($70)

5. Three Drills ($450)

6. Two battery packs and wall charger for dills($120)

7. Ratchet set($250)

8. Drill bit (set)($30)

9. Drill drive set($15)

10. Hole saw set ($15)

11. Three Hammers (set) ($75)

12. Three different sets of screw driver # of pieces in sets range between 20-50 pieces in each set ($115)

13. Metal tool box ($150)

14. Two vice grips($40)

15. One channel lock ($15)

16. One set of three Crescent wrench’s ($25)

17. One crescent wrench($30)

18. Sawzall ($300)

19. One miter box($50)

20. Two rakes landscaping rake and leave rake ($45)

21. One Penetration shovel ($100)

22. Two round point shovels($30)

23. Two hand pruners ($35)

24. One shop broom($50)

25. Ten extension cords ($200)

26. One six foot ladder ($80)

27. One wet/dry vac ($65)

28. Attachments’ for shop vac ($45)

29. One mizuno Catcher mitt($200)

30. One set of three tungsten soft tip darts ($130)

31. One set of three steel tip darts($65)

32. Two night stand lamps($150)

33. One set of car ramps($70)

34. Two north face jackets (340)

35. Two north face sweaters ($115)

36. Two Skill saw Blades and one set of Jig saw blades ($170)Desired Settlement: I want U haul to cover the cost for all my stolen items. I want U haul to cover the costs of all my damaged property. I want U haul to refund me to cost of my storage unit for the past 6 months. Last but not least I want U haul to cover the pain and suffering I have received from their employees being negligent.

Business

Response:

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Inland Northwest regional office located in Spokane, followed up on the information Mrs. [redacted] provided. He informed our office he was aware of Mrs. [redacted]’s claim and has been in contact with her and RepWest Insurance Company. He is in receipt of a list of her damaged and/or stolen items and relayed that the claim is still under investigation.

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.

The only response we have received from Mr. [redacted] is that they are checking the video from the Yakima UHaul location, but RepWest has informed us there was magically no cameras working on the aisle of our storage unit. I feel it is fairly concerning that at first our latch just "fell off" and now they are checking video that doesn't exist. I am completing the information for the insurance company, but I will be contacting my lawyer if I do not receive more information soon regarding the failure of the Yakima UHaul.

Regards,

[redacted] & [redacted]

Business

Response:

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised since Mrs. [redacted]’s concerns are being handled by RepWest Insurance Company, Mrs. [redacted] can contact her adjuster, [redacted], to obtain the status on her claim. Ms. [redacted] can be reached at ###-###-####, ext. [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

This isn't just about my items that were stolen it's about the negligence and irresponsibility of uhaul and it's employees to not call the police on a break in and to lie and am say the latch "fell off." I am appalled by um this business. I will be talking to the news and my lawyers about this if it is not resolved quickly.

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.

Regards,

[redacted] & [redacted]

Review: I recently had a very unsatisfactory experience with U-Haul's U-Box service where I was told false information by more than one representative, contractual agreements were broken, and customer service has not delivered on what they have told me they would do to resolve my problems. I have listed the following issues below. I had been going through a complaint process with a representative and have been trying to contact said representative multiple times in order to complete the complaint but she has not returned any of my phone calls or given me any resolution to my problems.

* I was forced to call U-Haul because the online platform was telling me there was an error and I would need to make the reservation over the phone.

* Representative did not offer insurance.

* Representative told me I only had two options for mover help, which were none of the options I had looked at on the online platform. I originally wanted a particular moving company, which the online platform offered, because I had researched them, and was satisfied with their service reviews. It ended up that I got the moving service I initially requested, because the mover help order, from my failed online reservation, had still gone through. I had to cancel the second moving service (the one I was appointed to over the phone), myself, U-Haul never even contacted me about the double reservations with mover help.

* I never received a confirmation email for u-box reservation, only for mover help reservations.

* I called back multiple times to try to add insurance, after I realized I was never offered any, and also to make sure of procedures for gypsy moth checklist. I was never given a straight answer; it seemed like every representative I talked to never really knew how to answer so they would evade the question/answer or give me some bogus answer just to appease me and get me off their line.

* I finally got a representative who told me the checklist and insurance paperwork would arrive with the u-box. I never received insurance paperwork and signed something that I was told was the gypsy moth checklist. I probably should have made sure of what I was signing but I was distracted because prior to that I had to get a ride from my movers--at the time, I had no car—to get a padlock for my u-box; a procedure that I was never told of, because I never had any confirmation email with any directions for u-box packing/loading.

* On the day of loading, the movers called me asking where my box was, it turned out it was not at the warehouse we both were told it was to be picked up from, it was at another location located much further from my [redacted] residence.

* This whole time I was continuously told to check [redacted] profile which never showed that I had insurance so I kept calling to confirm. Finally [redacted] (GM), who was very helpful, took a picture of the insurance plan and text messaged it to me. It never updated my insurance information or the shipping timeline, so I was constantly in a state of anxiety about where all of my possessions were and what kind of state they could possibly be in.

* I was told by one of the many representatives I had to deal with that any changes to my reservation would immediately appear on [redacted]. Clearly, she was misinformed or the system is faulty, because this was never the case.

* I have never received any phone calls from U-haul, almost all information I have gotten on my U-box has been from me initiating a phone call and then being redirected to a manager who was able to inform me of my U-box statuses. Of all the times I have called U-Haul customer service, I was transferred to the U-box department and put on hold for obscene amounts of time. The only way I have gotten anything done was because I was given direct cell phone numbers of managers who were more helpful than the poorly trained customer service representatives.

* My box was originally scheduled, and guaranteed (as advertised online) to arrive on July 1 and would be ready for pick-up on July 2nd. I didn’t receive my box until July 7th I was never alerted to the five day delay that would occur until I spoke with regional managers. I assumed U-haul would have called me to alert me of the changes instead of my having to search for my box in a highly bureaucratic and disorganized system. This became another problem because it is extremely hard to schedule your life, after moving across the country, around the mystery of when ALL of your possessions would be arriving. This also made synchronizing a day my family member could help me go pick up the box very difficult.

* I was finally told my U-Box was ready to be picked up. When I was presented with my U-Box I was informed that my lock had been knocked off at some point in the transit, a lock that I went through extra measures to obtain, and my box had external damage to it. Luckily, nothing inside was damaged.

* Also, the location I picked up my box had screws all over the ground where cars and U-Haul trucks drive through. My brother-in-law and I picked up three large screws in our path which could have punctured our tires or a U-Haul truck’s tires. We noticed many other screws and cigarette butts all over the ground. This really added to the unprofessional and HIGHLY stressful experience I have gone through.

* It seems like each individual I have spoken with was either uninformed or trained poorly. I am complaining because the service is advertised as simple, effective, and guaranteed. All inaccurate adjectives of my experience.

* I began a complaint process with a representative named [redacted], who claimed to be a regional manager. She told me to call her after I received my U-Box and she would work out some sort of compensation for all of my troubles. I have tried to repeatedly contact her, another representative, from her office, continuously informed me she was out of the office and to try back another time, each time I called she was “out of the office” and the representative would “leave a note for her.” It has been two weeks since I last called and I still have not received any notice from her about the status of my complaint or any kind of resolution to the extremely and highly unreasonable stress I have undergone due to the unprofessional nature and false promises from U-Haul.Desired Settlement: I would like to have some kind of monetary compensation, as I was promised, and I would like the company to investigate the highly disorganized and unprofessional nature of its representatives, for the sake of future customers, one of which will not be myself.

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our [redacted] located in [redacted], followed up on the information [redacted]. She informed our office, in addition to a refund for $100 for the 2 day delay in the delivery of [redacted]’s U-Box, a refund for $175 as an adjustment has also been issued to [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

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.

Review: I rented a 17 foot truck from the UHAUL place managed by Larry Thornburg JR and he is the one that drew up the contract.I signed up for a deal of $99.95 via telephone with Bill Hyudman days before that would give me the 17 foot truck, a storage vault with 24 hour security 10 X 10 unit on 2423 N. Palo Verde. It would be free for one month until April 20th.The storage reference number is #883049-5957The truck reference number is #[redacted]I look at the contract today Contract #[redacted] and he only gave me 3 days with the truck instead of the original promised 6 days.I picked the truck up on Friday the 22cnd and it has boxes in it, awaiting my Social Security check, which should be tomorrow. Then I hire the men to move my furniture in it.They say they will not honor the original deal I was promised and want to charge me an additional $40 a day equaling $120 for the 6 days.I only wanted 20 furniture pads instead of the 36 I was charged @ $30I am a disabled lady with a limited income. This company is terrible and I was in tears earlier.Please help me make them honor the original contract of keeping the truck until the 28th, and also making sure the storage unit at the address listed will be waiting when I get there.I am moving to [redacted], AZ and paying a driver to drive me there. He is the one they listed as the Customer-and instead I am-[redacted]. (They shouldn't have listed it this way. It made it very confusing to all involved to rectify this. They kept saying I wasn't the customer!)Their number at the 13042 Fairview St location in Garden Grove is714-971-0222

Product_Or_Service: Uhaul 17 foot truck, two dollies, furniture pads

Order_Number: ?

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

If they do not fix this matter, extending the length of the truck to the 28th,and apologizing for the mess up on their part, and you think they would, I will ask for a full refund. If they are lying about this what else are they lying about?[redacted]

Business

Response:

March 29, 2013

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name is actually on the rental contract.

Mr. Brandon Williams, our President for the U-Haul Company of Orange County, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her she will not be charged for the additional days. He set up a drop off for her at our Tustin U-Haul location since she will be staying in California and not moving to Arizona. Mr. Williams also made sure her storage room was set up and ready for her to move into.

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