J.R.J. Tara Corporation

Horrible customer service wrong products wasted my time and resources.

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: On September 2012 I reserved an U-Box to send all my things from New York to Orlando. The U-Box which is basically a wood container was supposed to be deliver to my place in Jamaica, Queens on October 16 and then after being loaded, it was supposed to be picked up and send to my new home in Florida. U-haul representant told me the U-Box will take 10 business days from the day it was picked up to be deliver to Orlando, Florida. The company did not deliver the U-Box on the date we agree which caused and inconvenient in my schedule, however after calling them repeatedly the container was delivered the next day, after loading the container I ask to be picked up from my place in queens as soon as possible. U-Haul picked up the container the next day, on October 18 in the morning. Again I was told it will take 10 business days from that day for the U-Box to arrive to Orlando. I started my trip to Orlando the same day and arrived to my destination two days after. At the end of the next week I called the U-Haul office to find out the status of my U-Box, the person I talked to on the phone told me that the U-Box was sent out of New York the 22 of october 4 days after they picked it up and that it will take 10 business days from that day, she said they will call me when the U-Box arrives to Orlando. So I waited 10 business days and nobody contacted me, so I call them again just to be inform that the U-Box was never sent, even tough they told me it did before, and that the place where it was located was completely flooded by hurricane Sandy, they also told me that I should go to New York to the warehouse where my U-Box was and figure out what I wanted to do with my things. So I had to go back to New York to the warehouse where I found out all my furniture, clothes, books, electric products and personal belongings were completely destroy. When I ask about compensation for my losses they said simply that I was not insured, however I was never offer any insurance, they picked up my U-Box two weeks before the storm came to New York and they never send it, and when I called they lie to me about it. I paid for the service up front I have not getting my refund back. The little valuable things I have were in that container I am a humble but hard working person, I trusted U-Haul to move my things to Florida were I am hoping to start a new life with my daughter and girlfriend and all I got now is nothing I lost all my furniture, appliances, clothes, books, memories etc. because U-Haul would not send my U-Box when they agree to.Desired Settlement: What I would like for U-Haul is first of all to refund the $1,211.95 which they said is in the process and takes about 10 business days even tough I went to the warehouse on november 13 to see my U-Box and I still have not got anything yet, and to get compensation for all the belongings I lost in their warehouse, they were irresponsible not to send my U-Box on time and not only that when I called to ask about it they lied to me and said the Box left New York the 22 of October. My furniture, kitchen equipment, clothing, appliances, books, etc... I calculated a value of $5,000.00. I am just a restaurant worker and I never has a lot of material possessions however the little I have was in that U-Box that I trusted to U-haul and now I have nothing and I feel disappointment and frustration.

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Josephine Petker, our

Executive Assistant for the U-Haul Company of Long Island, followed

up on the information Mr. [redacted] provided. She informed our office

she had spoken to Mr. [redacted] back on November 20th and

then again on November 27th. She most recently explained

the refund had been processed and that a claims adjuster was

processing his claim regarding his damaged goods.

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

Consumer

Response:

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

Regards,

Review: I rented a 10 feet truck on July 18 around 7 pm for moving at Uhaul station ([redacted]). The contract number is [redacted]. I returned the truck on the same day around 11pm, since it has already passed the business hour, I drop the key at the drop box. However, I received the bill the second day, and found out they charged me extra 50usd for key cut caused my customer. This is ridiculous. Why would I cut the key? They did not have any evidence to prove the damage of the key. So I am complaining here to ask for a refund from U Haul. at UhaDesired Settlement: refund me the extra 50usd.

Business

Response:

July 25, 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 Boston, followed up on the information Mr. [redacted] provided. According to notes documented on Mr. [redacted]’s contract, the truck key was returned bent and a new key had to be cut. However, in the interest of customer good faith, Ms. [redacted] contacted Mr. [redacted] and advised him of a refund for the $50 key cut fee that she issued back to his Master Card account. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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: 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: on July 5th, 2013, my husband and I rented a car trailer from U-Haul. We went to the Hamden, CT location where we completed all the paperwork for the car trailer rental. The U-Haul employee accompanied us outside and proceeded to hook up the car trailer to our brand new, 2013 Ford F-150 truck (that we had just purchased for $50,000). The employee had us pull the truck to where the car trailer was and then had us wait in the truck while he hooked up the car trailer to it. He told us it was all hooked up and we could pull our 2012 Porsche Cayman R onto the car trailer. When my husband went to drive the Porsche onto the car trailer, the car trailer became detached from the truck and went up the pick up truck, severely damaging the tailgate. I immnediately went inside to let them know what had happened and asked to speak with a manager. I was told the manager was not there but they would call him. An employee called the manager who refused to speak with me and told his employee to tell me to call their insurance company and file a claim and have our truck fixed. That employee then came out into the parking lot to look at what the other employee did and verified that he did not hook it up correctly. The employee who hooked it up then stated that he had never hooked a car trailer up before. He then got on the phone with presumably the manager who he called and told him what happened. When he got off the phone he told the other employee that he was told that he should take the U-Haul University class to learn how to hook up the car trailer. I immediately called U-Haul's insurance company to file the claim who told me it would take several days for the adjustor assigned to our case to contact me. I took photos of the damage to our truck and we left U-Haul. The employee gave me the phone number of the district manager who I now wanted to speak with because the store manager refused to even talk to me. I left several voicemail messages for the district manager but my calls were never returned. After waiting two weeks to hear back from the district manager, I called the corporate office to file a complaint. The corporate office offered me a $100 gift card for "my trouble" which I refused and said what I wanted was someone in charge to call me back to discuss what had happened and how the damage to our truck was going to be repaired. I was not looking for anything extra, just someone to actually care about what had happened to us and to ensure and oversee that we were made whole and our truck was repaired. To date, not one person from U-Haul has bothered to call me back to discuss the situation. It is now over two months later that we have been fighting with their insurance company to pay for the truck damage. Their adjustor came out and surveyed the damage to the tailgate and sent us a check for $1600. When we asked what do we do if and when the autobody shop states that it is going to cost more to replace the tailgate, we were told by the insurance company that U-Haul has to approve anymore money and good luck with that because they decline everything. They are also only alloting us $30 a day for two days for a rental car which is well below how much it is going to cost to rent a car while our truck is being repaired and it is going to take more than two days. I am disgusted by not only the blantant negligance of the U-Haul employee who did not know how to hook up the car trailer and damaged our truck, but even more so by the lack of caring and professionalism by U-Haul for not even having the decency to return any of my messages or address my complaint as well as the fact that they are having the insurance company refuse to pay for anymore than the $1600 to fix the tailgate on the truck or pay in full for the car rental we will need while the truck is getting fixed.Desired Settlement: I want someone from U-Haul's corporate office to contact me and finally return a phone call and address this complaint that has been open for over two months. My desired outcome is for U-Haul to allow their insurance company to pay for whatever it costs to repair our truck that they negligently damaged as well as pay for the car rental in full that we are going to need while our truck is being repaired.

Business

Response:

September 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for the CT regional office, along with his Executive Assistant, [redacted], have made attempts to reach Mr. or Mrs. [redacted] at the telephone numbers listed. Messages have not been returned but they hope to hear back soon in order to personally address their concerns.

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

Sincerely,

Executive Assistant

U-Haul International

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.

I spoke with [redacted] at U-Haul who contacted the insurance company who was not responding back to us for the additional repair that is needed. She got the insurance company to get back to me right away and they have ok'd us bringing the truck back to the auto body shop to have a supplemental estimate done and hopefully will be approved to repair the truck. [redacted] has been extremely helpful in resolving this complaint and barring any hangups with the insurance company, I am satisfied that my complaint has been resolved.

Regards,

Review: Uhaul Ubox will not return calls, and continues to charge your credit card while they don't pick up the boxes or work to remedy the issues. It took 6 calls and 2 weeks to get my boxes shipped to me. They billed $2100 for the shipping and then charged me $500 for another month of storage for the empty Uhaul boxes that they did not come pick up.Desired Settlement: Refund of a portion of the more than $3000 that I have been charged by Uhual for the lack of responsiveness, overcharging of fees, and horrendous UBox program.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Gm of our U-Haul of Mountain View location, followed up on the information Mr. [redacted] provided. He informed our office he has stayed on contact with Mr. [redacted] and confirmed Mr. [redacted] did receive his U-Boxes. The additional rental charges were reversed due to the delay in getting a Bill of Laden from the shipping company. Mr. [redacted] also agreed to refund $209 for the pick up due to delay and Mr. [redacted] will only pay the $209 delivery charge. He provided Mr. [redacted] with his cell phone number in case he had other concerns. When he spoke to Mr. [redacted] on October 5th, Mr. [redacted] relayed his items had arrived at his new residence.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Last year in February 2012, my dad passed away after returning home for the funeral, I had some items of his, that I was not ready to go through yet. I found a flyer that advertised a U Bin Container for $54.95, I went into Uhaul and rented the Bin, for the next few months I began receiving notices that I was in jeapordy of losing the contents. I tried unsuccessfully to set up auto payments make payments and take the payment in but was told the advertisement that I originally purchased the rental under was no longer available or advertised in error. I began contacting Corporate in Phoeniex and was soon contacted by a representative [redacted], and told because they rented at 54.95 in the begining they would honor that price but there was not a way, to give that price other than to give her my CC information, every month, and she would issue a credit then apply my payment and this has been done, every month since Mar or April 2012 through the present. Since I only had a few boxes there, I purchased garment boxes and began storing my summer clothes during the cold season and Winter clothes during the warm Arizona season. On September 30, 2013, I went to the location because I was told they would have to know when I am coming in to access the storage bin that I paid for 24 hours prior to me coming in to make it accessible. I was going in to make an appointment to access the bin I have been paying for, for the last 18 months. I was told they couldnt find the bin, so the person on duty, called [redacted] Hanson and informed me that my bin had been moved from the previous location less the 1/4 of a mile from my home in Chandler, to a new location over 10 miles from my home. She informed me that my unit has been moved since April? I advised her, I had no knowledge nor was I ever informed, that you were moving my bin. I then asked her, how can they legally move your storage location without notifying me or at least giving me the opportunity to move to another storage facility? She told me I told you about this a long time ago. I know as a consumer I would remember if my storage bin would be moving that far away and I would not allow anything like that. I advised her that I felt this is something that would or should be communicated to me via a letter or at least email communication received from the company. I asked her for her managers name and number and told her I would be contacting her manager. I didn't feel this was legal or a correct way to treat a customer. Also, when notating my contact with her, I came up with phone records for 3 telephone calls two of which were in the begining of the contract when no one could get the advertised/contracted price and another when my credit card was stolen while on vacation and she needed the new Credit card number for my storage bin monthly charges. After leaving there, I received an automated email I have copied below stating I would have a rate increase, this undoubtedly because I assured her I would contact someone about this. I originally did a contract with Uhaul and I do not believe they are honoring that agreement by raising the price. I also had someone go back up to Uhaul to inquire about renting a U-bin asking them specifically if the bin would be located at that facility and was told yes it would be there. If that is so, then I would wonder, why has my storage unit moved? In addition I was not advised or consulted for this move. It is my belief that it may have been moved as far back as last January when I began having to make appointments to access the very bin I was paying for at the Chandler location. Here is a copy of the email sent to me a few hours after finding out my bin had been moved.

_U-Box of Central Arizona

Date: 9/30/2013

Dear [redacted],Bring in line with Self Storage Rates.

At this time, there will be a nominal rate increase on your storage unit. Effective 10/30/2013, your next monthly base rent for Storage Room # [redacted] is being changed to $64.95. With tax your total monthly rent will be $70.34. This does not include any applicable service fees. Note that if you prepay before the effective date of the increase, you will lock into the current rate for the duration of the prepayment period.

If you have any questions please do not hesitate to ask the next time you are in.

Thank you again for storing at U-Box of Central Arizona.

U-Box Management Group

U-Box of Central Arizona

###-###-####

850010

[redacted]Desired Settlement: I would like my storage bin, brought back to the location, I originally rented and agreed it would be in Chandler, less than 1/4 mile from my home for easy access. I would also like this company to honor the price I was given a contract for. If the advertisement was sent and accepted by the company in error, I do not believe this should be passed on to the consumer. I would like them to change the process where I do not have to give anyone my Credit card, I would like to pay my bill through a secured, dedicated and encryted system just as it is offered for all other valuable customers. I would like to hear from someone at Uhaul and if somehow this does not get addressed by the time the new storage rate kicks in, I would like reimbursement for any amounts paid to them over the original agreement amount.

Business

Response:

October 4, 2013

Revdex.com ID# [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President for our Eastern AZ regional office, followed up on the information Ms. [redacted] provided. He sent Ms. [redacted] a letter addressing her specific concerns. He explained not all of our storage locations can accommodate long term U-Box storage. When Ms. [redacted] is ready to vacate the U-Box, Mr. [redacted] will have the box transferred to the location it was originally stored at for Ms. [redacted]’s convenience.

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 tried in vain since receiving the proposed resolution last week to reach someone at Uhaul to begin the process of getting Ubin brought back to original rental location so that I can begin process of emptying but no one including the person whom I have been in contact with for the last year knows anything about the proposal received from the Revdex.com. Please see the email received today. I have been emailing and calling Uhaul since Friday October 4, 2013. Uhaul has not contacted me regarding a resolution. If Uhaul would like to really resolve this complaint please contact me via telephone or email.

PH ###-###-####

Cell ###-###-####

email [redacted]

From: "[redacted]" <[redacted]>

To: "[redacted]" <[redacted]>

Cc: "[redacted]" <[redacted]>

Sent: Thursday, October 10, 2013 6:26:53 AM

Subject: Re: Fwd: Re:

[redacted],

I have not tried to call you or emailed you. If you have any questions about your UBOX please direct them to the manager at the warehouse. Perhaps he is the one who called you. You can reach him at the number he called from to make arrangements to have your box taken over to Chandler. If you have any other questions you can call the office and speak to [redacted] she is the one handling your complaint.

The only difference between a good day and a bad day is your attitude.

Thank you,

MCSM 723000

###-###-####

###-###-####

[redacted] <[redacted]> on Wednesday, October 09, 2013 at 9:44 PM -0700 wrote:

Did you receive the email below?

Begin forwarded message:

From: [redacted] <[redacted]>

Date: October 7, 2013 at 4:35:35 AM MST

To: "<[redacted]>" <[redacted]>

Subject: Re:

Hello [redacted], I can see that you called on Friday-but did not leave a message so I was unable to see this until just now. I would like my bin brought back to chandler as soon as possible to begin removing contents to a more appropriate location that would better suit my needs. Please let me know via email how soon this can be done. It is my expectation to have the bin emptied by the months end.

Thank you,

On Oct 4, 2013, at 2:25 PM, <[redacted]> wrote:

Hello [redacted], I tried contacting you to inform you that we will be writing off this month's rent due to your troubles. If you have any other questions feel free to contact me on Monday at ###-###-####

Thank you,

--------------------------------------------------------------------------------...⇄ />
eMove Premier Club membership provides you the ability to send an instant message to the storage facility manager.

You can also make your payments on-line and much more. If you are not already a member and want to start taking

advantage of these benefit you can become as a premier member by visiting

https://www.webselfstorage.com/uhaulpcclogin.asp.

Regards,

Business

Response:

October 14, 2013

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 Eastern AZ regional office, reviewed the information Ms. [redacted] provided. She informed our office she sent a letter to Ms. [redacted] advising her they have made attempts to reach her but her voice mail on her telephone number ending in 4565 was full on October 4th and would not accept messages. Her other telephone number we have on file ending in 0059 disconnected after 5 rings. Ms. [redacted] provided 4 names of representatives and their telephone number that could help Ms. [redacted]. She requested Ms. [redacted] call them for assistance.

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.

If uhaul has tried contacting me on my 4565 number and my voicemail says it is full and my 0059 disconnects after 5 rings, please tell me how did you leave information to reach four people? Please email me the contact information for the for people

Reards,

Review: I set up & paid for installation of an hitch online on Uhaul.com the morning of Friday June 28, 2013. I paid $412.87. At 4:26 PM I received a text confirming installation for Monday July 1, 2013 at 7:00 AM at 438 Harbor City Blvd., Melbourne, Florida.I did show up at my appointment this morning and I I was informed by employee Miss [redacted] that the hitch installer was not going to get there until 9:00 AM and ask me to come back not until 11:00 AM as it seemed there was either overbooking or something. She was nice but made clear that the hitch installer was going to be too busy between 9:00 and 11:00 AM. She said the manager was going to call me at or around 8:00 AM. It is past 10:00 AM now and I am still waiting for the call. I did call U-Haul corporate phone # at ###-###-#### twice from my cellular and several times from home phone but it kept diconnecting while waiting for someone to answer. The 2 times I actually got through I spoke with a Shane who transfered me to a [redacted] from Traffic Controllers, then she tried to transfered me to the Melbourne store but somehow she disconnected me.The second time I got through I spoke to a [redacted] who transfered me to Customer Service but again the U-haul transfers are really disconnection and hang up on the customers.

Product_Or_Service: Hicth Installation

Order_Number: [redacted]

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

The public should not to be deceived w/ U-Haul.com promise of a $10 discount toward their services when the appointment is set online. There is no coordination between U-Haul.com & the store in Melbourne, Fl. U-Haul.com should not make appointments for locations which they are not capable of keeping. It took me 35-40 min. to get to the Uhaul @Melbourne 1 way, therefore 35-40 minutes times 4 I am looking at spending 2&half to 3 hours travelling

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Melbourne, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He also advised Ms. [redacted] of a refund for the labor fee in the amount of $53 to help offset the inconvenience she experienced. The refund was issued back to her Visa account and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: My account was sent to UHaul collections. I dispute that the account should have ever gone to collections in the first instance. I was supposed to be contacted by the local franchisee to settle a problem with payment. they agreed to contact me, but instead did not contact me and sent my account to collections. an extra fee was then placed on my account. This fee was not contained in any of the contracts that I signed, nor did I ever explicitly authorize UHaul to charge this extra/additional fee to my debit card. However, this fee was charged, without my authorization ($30). UHaul has recourse in regard to the $30 (which I dispute is owed). They may try to negotiate. They may enlist the help of a collection agency or attorney. They may not, however, take upon themselves to charge my debit card an extra amount of money that I did not explicitly authorize. This last scenario is exactly what has taken place.Desired Settlement: A refund of the $30 late fee which I dispute, and a letter of apology.

Business

Response:

January 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she sent him the following email:

Good Afternoon [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the inconveniences and customer service issues you experienced. After looking into your account further I do see the total for your rental came to $82.17. The location was not able to charge your card on file the additional $31.24 so after they attempted numerous times they placed the balance on a promissory note for our collection department to collect. Once a contract is placed on promissory note a $30 service fee is added to the account. This is why the charge to your card was $61.24 rather than $31.24. As a courtesy for the troubles you experienced I will refund the $30 service fee added to your account. Please let me know if there's anything else I can do to assist you. Thank you, [redacted] UHC of [redacted]

Ms. [redacted] received an email back from Mr. [redacted] relaying his appreciation for her communication and the refund.

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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,

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: Accused of truck damage after return

Rented truck on 2/15. Owner of business helped me back the vehicle out of his drive. Returned the vehicle as promised and parked in same spot in parking lot. The business was closed and I left the keys in the drop-box. Next day, I receive an ugly call from owner son, alleging that I had run into building and done damage to truck. I told him that there was no way I could have done the damage he accused me of, without being aware of it and that his dad helped me out of the parking lot and would have known if I hit the building. I also explained that there was an employee working in the building that would have known I hit the building as it would have only been a few feet from him. I explained further that my wife watched me back out and followed me home and would have seen an accident. The owners son told me I would pay for it, I told him that I would be happy to pay if I had done the damage but I did not. I contacted the district representative for Uhaul and he told me verbally that he had had issues with this business and damage to trucks and for me to not worry about it. The owner called the police who came and did a report and found that they could not determine who damaged the truck, no charges were filed. My wife went there when the owners son told me he had called the police, since I could not leave work. Since, I have received an ugly call from New Jersey insurance [redacted] demanding my insurance information and a statement, I did not give it to them, that was over a month ago. I called the district representative after the call from the insurance rep. and he again told me that they were taking care of it and I didn't have to worry about anything, Uhaul was going to file it on their insurance and he stated that "that is why they have insurance, to handle these types of things. Today, I received an email form a subrogation specialist from [redacted] wanting my insurance information. I asked him to not contact me further. I want Uhaul and [redacted] to leave me alone. If I damaged their truck I would be happy to take responsibility for it.Desired Settlement: Stop accusing me of the damage.

Business

Response:

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

[redacted] Insurance Company advised our office the damage claim has been closed out and Mr. [redacted] will no longer be contacted for damage fees.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a UHAUL Van on 5-17-2014. The van did not seem to run too well. When I was done, I noticed the gas gauge was still on full. I drove approximatly 28 miles. In good faith, I still took it to [redacted]r and put gas in it. To my shock it took 15 gallons of gas. The van ran much better after I put gas in it. When I dropped it off, I told the gentleman of the issue. I was told they usually get 5-6 miles/gallon. The van reeked of gas afterwards, like it over flowed or something, but it did not. I advised him they should get it serviced. He advised me to contact UHaul. I did a few days later, I believe it was around May 20th. I never recieved a call. A few weeks go by and I call to check on everything. I was told the regional manager called/left a voicemail stating he was issuing a $30 VIP (Uhaul credit). I expressed my dissatisfaction with this result. I was transferred to his phone. I have left a number of messages both with him and with Uhaul customer service. The last call was last week. I asked to be contacted by someone other than the gentleman handling my case since he has been unreachable. I have mentioned that if I miss their call to email me as I work 8:30am-5pm Monday-Friday. I feel I have given UHaul ample time to respond to me. I am getting nowhere with the company. I do not feel a store credit is adaquate, because I put my gas money in their truck and let them know of a defective truck. What if I had ran out of gas on the road?? Or what if I would have just returned it like the last person probably did. That is VERY poor customer service. I just want my gas money that I shouldn't have spent back. Simple request. I just moved. I have no use for UHaul in the near future.Desired Settlement: A great outcome would be to get more than just my overpayment of fuel in the form of cash or check back. But a great outcome would be to take care of the customer that was honest with you. Again, at the very least, give me back my $30 or so I over paid in fuel. It was not UHaul's money I used, so a store credit is not acceptable. The poor customer service I have recieved is not acceptable. Chances of me using Uhaul in the future are slim to none after this experience.

Business

Response:

June 12, 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 West Houston regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced. He also relayed he had issued her a refund for $30 back to her [redacted] account as requested. 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,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: Dear Sir or MadamI moved out of my storage unit and closed my account on May 28th.On June 9th I received a call from U-Haul asking if I had moved everything out of my unit. I told them I had moved everything out and that I had closed my account. I was told they would take care of it and I was all set. Since that time I have continued to receive calls from UHaul saying my automatic payment for June did not go through and I should call them. I called again and explained that my account is supposed to be closed. Again I was told it would be taken care of. I continued to get emails regarding late payment status and phone messages saying to call to take care of it. I am very frustrated as I have call MULTIPLE times. Each time I've been told they wrote notes on my account or will pass the information to the manager and have the manager call me. Still my account was not closed.Finally after calling Uhaul again, I was told a manager would call me back. [redacted] called me back and said she would take care of it. Why did it take until July to finally reach someone who could fix this problem? However, she sent me an email that says my unit was vacated on July 11 (the day I spoke with her) along with a bill for $79.95 which I believe is for the June payment and a $15 late charge. I am incensed that they are still trying to charge me and saying my vacate date was 7/11 when I vacated on 5/28 and called many times and spoke to many different people trying to clear this up. I do not owe any charges for this storage unit.Desired Settlement: Please tell them my account was closed on May 28 and to correct their records to show this and that I owe no more money to U-haul. I tried in good faith to resolve this but their customer service in this resolving was non existent. Several representatives I spoke with sounded very understanding and sympathetic to my frustration but none of them were able to get the message through to their manager or the person who could actually close the account.

Business

Response:

July 23, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He explained a late notice was sent out by our automated service just before Ms. [redacted] moved out. Mr. [redacted] advised Ms. [redacted] she does not have a balance owed on her 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 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.

Thank you very much to [redacted] at U-Haul for resolving this matter for me. And to the Revdex.com for your assistance in getting this resolved.

Regards,

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,

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: 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: Went to Uhaul 6-16-2014 to have a hitch installed. Used Hitch to pull my flatbed car/utility trailer. Only used hitch 2 times before it ripped through the frame of my vehicle and began dragging 6-29-2014Contacted Uhaul immediately after incident happened and they told me they would have to make a claim report. Said Insurance rep would call me. But they never did. Contacted customer support to get insurance info. They gave me an 800#. Called and spoke to insurance agent [redacted] who said insurance process could take at least a week or longer and would give no time for when this issue would be settled. Further more he was rude demanded pictures and threatened to deny liability. Don't see how this is possible with unlimited lifetime warranty from uhaul. Also when I originally purchased and had installed was told and all paper work says its a class 3 hitch rated at 7500 lbs. But the hitch itself says it is only rated at 3500 lbs. This weight limit was never told to us, even though my guess is we never transported more than about 2000 lbs. And we did ask for class 3 7500lbs hitch.I had the hitch installed to do a demolition job and now have to figure out a different way to move my trailer. When the Hitch broke I rented a truck from uhaul to go move my trailer out of a driveway that it was abandoned in cause when the hitch broke I had no way to move the trailer. The added expense of having to rent a uhaul truck and also having to add a new hitch onto a different vehicle while this issue gets resolved is costing me time and money. The demo job I was suppose to have completed 7-1-2014. But have been without ability to move my trailer now for 2 days. Uhauls insurance tells me it will be at least a week or longer before uhaul figures out what they are going to do about the issue.I have spent over 6 hours speaking with local uhaul store, their 800# customer support, & their 800# insurance. I see no resolution in site, & feel this is causing me major hardships both emotionally and financially.Desired Settlement: At this point I would like a complete refund of the hitch and refund for the truck rental. I paid 167.62 for the hitch and about $45.00 for rental truck. Also I feel uhaul should be responsible for the repairs to the frame on the van because I do not feel the hitch was installed properly. The side that did not rip through the frame only had 1 bolt in it and the bolt was so loose I removed it with a set of common pliers. I feel this looseness prob caused the issue of ripping frame.

Business

Response:

July 11, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our GM of our U-Haul Moving and Storage at N. Belt Hwy, followed up on the information [redacted] provided. He informed our office he spoke to the agent at [redacted], [redacted] relayed he has been actively calling [redacted] and leaving messages for the past three days requesting additional information needed to complete their investigation. Until they hear back from [redacted], they are unable to move forward to reach a resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

I have tried several times to reach [redacted], leaving messages each time. As of now I have not had any contact with him. I have plans Monday and will be out of reach. Tuesday I plan to be home all day, and again will make efforts to contact [redacted] to try to get him whatever information he needs. However, I do not understand why an investigation is necessary.

When I had the hitch put on my van (98 Olds Silhouette) I had an added fee for A Lifetime Unlimited Warranty that states that it covers " collision, corrosion, accidental overload, jackknife, theft of vehicle, etc..." If it is truly unlimited I do not feel I should be having a hassle about getting this taken care of. Also, the Lifetime Unlimited paperwork that I received says my hitch is a class 3 hitch rated at 7500lbs. But this is not the hitch that was installed. I asked for a class 3 hitch but Uhaul only installed a class 2 hitch rated at 3500 lbs. Then gave me paperwork saying I had a class 3, 7500 lbs. hitch. Uhaul never made me aware of this until it had done broke free and I was reporting the problem. This is when they told me that the class 2 hitch was as big as they made for my vehicle. This is not what I asked for and not what I was told I was getting. Even the warranty paperwork is conflicting with this.

I do not feel any accidental overload occurred though. As I only had the hitch installed 2 weeks and never hauled more than 2500 lbs. with it. I honestly believe that the bolts on one side were not tightened properly allowing it to shake during transit causing it to break free of the frame. At this point this issue has cost me massive amounts of time money and frustration.

Since I had no way to move my trailer I had to rent a truck from U-Haul to get my trailer out of the area where the hitch broke free. This cost me $45. Next since this issue was never resolved and I needed a reliable way to move my trailer for a job I had to spend an additional $300 getting a different hitch installed onto my sons vehicle. This was an unexpected additional cost to me since U-Haul refused to immediately resolve the problem. So to do the job I was on, it seriously cost me $450+ just in hitch work. $300 for the different hitch on my sons vehicle and $167 for the hitch that broke on my van, which didn't even last 2 weeks.

The whole purpose of me having the hitch installed was to haul tools and debris with a trailer. When the hitch broke it took a week to get the different hitch put on my sons vehicle, & this cost me 5 days of work. All together I have spent well over 10 hours speaking with U-Haul representatives and trying to reach [redacted]. So far I have been offered 0 resolution. With a $300 additional cost for a different hitch plus $45 for a rental vehicle (that wouldn't have been needed had a class 3 hitch been installed properly, like I was told was going to happen) + 5 days out of work is what the hitch breaking has put me out. well over $1000 equals a not very happy U-Haul customer.

Review: This u-haul location ([redacted]) has questionable business practices. The policy regarding the $50 refund if the rental is not available is very misleading and this location mislead me on the conditions for obtaining it. This location did not have the rental available that I had reserved online. Since it was not available, they directed me to another location (which was very inconvenient) for the rental and ensured me that I would get the $50 refund. Upon calling customer service, they said that I was NOT eligible for the refund, since the location never called me to confirm the date and time of the rental - even though my online reservations and early check-in clearly indicated the date and time. U-Haul's description of the $50 guarantee on their site does not indicate that the location must call to confirm. Desired Settlement: I would like to be refunded the $50 that U-Haul promises in their reservation guarantee.

Business

Response:

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

[redacted], our Executive Assistant for our East Central Colorado Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

Good Evening Mr. [redacted], I've received your information from the Revdex.com regarding your recent U-Haul rental. I apologize if our policy wasn't explained properly at the time you made your reservation. I've advised the President of the situation and he'll speak with the General Manager and his staff regarding the policy and your reservation. As a courtesy we've refunded the $50 reservation guarantee to your account. For future rentals please be aware this is given when a reservations time and location has been confirmed and guaranteed. I apologize for any inconvenience or confusion that arose from this experienced. The credit will take 3-5 days to process to your account. If you should need anything further please let me know. Thank you, [redacted] UHC of E. Colorado

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

Sincerely,

Executive Assistant

U-Haul International

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,