J.R.J. Tara Corporation

Review: made a pay he 9th with a debit They said they never received it they been very belligerentcustomer service is needed back to the same place no one is able to help us and I put a lock on a storage unit

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office Mr. [redacted] was late on paying his storage bill, thus the red lock on his storage unit. Mr. [redacted] also relayed that Mr. [redacted] is current on his storage account at this time.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I rented a 2006 Ford E_45014 ft uhaul truck and a tow dolly one way for my move from Washington state to Wyoming. Upon picking up the truck and dolly, it was determined that u haul gave me the wrong dolly. Thus after attempting for 2 hours to modify my RWD truck to fit the FWD dolly issued, I took my pick up to the dealer where they suggested to haul the pick up backwards. This caused my family to stay an extra night due to the delay in preparing the truck for the move. Approximately 168 miles from my destination, the engine belt broke and we were stranded on the Wyoming interstate for 3 hours while we waited for help. I had to drive to a nearby hill to get cell reception to call 911 for roadside assistance because the Uhaul assistance group couldnt help me without a contract number. A mechanic was finally sent to us and determined the belt was brand new and incorrectly insalled by U-haul. After getting back on the road, we stopped for gas and noticed coolant/radiator fluid was leaking. I had a deadline to meet that evening and was forced to purchase 2 gallons of coolant and 2 gallons of water to make the 100 mile drive to Laramie. Upon arrival to the return location for the truck, the shop had to take it out of service. I was instructed by the Uhaul pick up in Kennewick, Wa to contact corporate for a refund. They then informed me that I would only receive $192 refund when the truck rental was over $700 and my family had to spend another $500-600 on hotels, gas and food including the extra night in a hotel due to receiving improper equipment to haul my personal vehicle.Desired Settlement: I am requesting a full refund in the amount of $1200 for the $775 charge for the truck, and $425 or more spent on gas, hotels and food

Business

Response:

July 17, 2012

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

Ms. [redacted], Senior Staff for the U-Haul Company of Inland Northwest located in Spokane, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and obtained her current mailing address to issue her a check for $192.00. She also explained that when she spoke to Ms. [redacted], the resolution, which was a refund for $192.00, was amicable. Our records indicate the check for $192.00 was issued on July 3rd. Ms. [redacted] relayed that no further refunds or adjustments would be forthcoming.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 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: 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: 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: Let me start out by saying that I have used Uhaul probably about a dozen times over the years and this was by far the worst experience I have had with them. I rented a Uhaul to move and when I rented it I used my debit card to leave the deposit rather then use my credit card. I left $100 with them. When I returned the truck the next day, they were closed and at the key drop there was a sign saying to call the next day to deal with any refunds or charges. I called the following day and was told I would receive a return phone call. I never received one.

I called again the following day and was told the same thing, this time I received a phone call from a rather angry female agent from that location. She then informed me the only way to get my money back was to come into the store and get my refund. I had to wait till the weekend to do this. I went down there on sat to get my refund. I then find out at the store that I cannot be given my refund because a cheque was being issued and mailed out. And it was being mailed out to the wrong address because I moved and they had the address that I was moving from, not to. I asked to speak to the manger and the lady had no problem with that. She then comes back and tells me it is MY fault that I gave the wrong address and that I need to go back to my old address to retrieve the cheque. I asked where the manager was, because I thought I would be speaking to him, not getting messages from him and she told me he was outside throwing a "hissy fit" and to find him there.

I went outside and waited about 15 min before I was able to find him. After a lengthy conversation, he told me to call him on monday and he would take care of this. I called him on tuesday and asked if he could just refund the amount to one of my credit cards. He said it should be no problem and asked if he could call me back. He has not called back and I found out he is on Vacation till next week. The manager [redacted], has proven to be quite unreliable.

Product_Or_Service: Uhaul truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my money refunded! Either by refunding it to my credit card or sending a cheque to my proper address. On my receipt it even states that "Customer will be coming in to get refund". I do not feel like wasting anymore of my time getting out to their location only to be told lies!

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] & [redacted], followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and advised him of a refund for the balance owed to his credit card. The credit should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was in this store and asked an associate for the rates to rent a truck. The associate quoted the advertised price but disclosed no other fees. I went a head and made a reservation. To my suprise when I came in to rent the truck I was told I needed $150 dollars in addition to the rental rate. I did not have that much money so I said I would have to cancel the reservation. I was then informed that I would be charged $50 dollars cancellation fee. This is very poor business practices and unethical.. Non of theese fees were disclosed in advance. It appears I am not the only one. As I stood in line, I listened to the lady in front of me losge the same exact complaint. I don't believe I should be liable for any fees if they were not clearly disclosed.Desired Settlement: I don't believe I should be charged a cancellation fee since I was not informed of this policy at the time I made an inquiry into the rental cost.}

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], our

Executive Assistant for the U-Haul Company of [redacted], followed

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

she sent Ms. [redacted] an email offering her apology due to the fact she

was not advised of our cancellation policy or any additional costs in

regards to the rental. Ms. [redacted] assured her she instructed our GM

of our U-Haul Center involved to discuss the information with his

staff to ensure proper procedures are being followed locally. Ms.

[redacted] also explained that a cancellation fee was not charged to Ms.

[redacted]'s credit card account.

As we value Mr.

[redacted] as a customer, Ms. [redacted] sent her a $10 VIP Certificate that

can be used toward a future purchase or rental on the many products

and services U-Haul has to offer.

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: We hired Uhaul "Uboxes" to move our belongs from edmonton ab to sechelt bc. We dropped off the loaded boxes October 11 2014. We have a contract with [redacted] at that Uhaul depot signed saying she received them. They sat at her depot for 2 weeks (the contract stated that they were guaranteed at destination within two weeks) before they noticed them. They advised that they would be sending them out to North vancouver to arrive on November 7 as that was the soonest they would do it. Again they were forgotten and weren't sent out until later in November. We are unsure of the date as no phone calls are being returned and we cannot get updates on the status.I received a phone call from [redacted] saying they cannot send the uboxes to sechelt as they do not have that service there. I went through the contract with her and showed her on the internet that it does say it provides service to Sechelt, BC. She called back advising that they would hire another truck to get it to Sechelt as that was the contract. We received a call from the Manager at the North Vancouver Uhaul depot that our uboxes arrived. He had no idea that they were supposed to be going to sechelt. WE cannot pickup our Uboxes from North vancouver as we do not have a vehicle big enough and there is a ferry involved in the travel. Uhaul debited our bank account for the full amount of transport fees plus storage for the boxes that sat in their depot unnoticed. We have been calling Uhaul, the specific edmonton depot and cooperate offices. We are always told they will call us back. We receive no call back. All of our belongs are in those Uboxes, beds, clothes, dishes, kitchen stuff, everything. I need action on this but I cannot for the life of me get any action from them. I have no idea what to do. The next step I am left with is legal action.

Product_Or_Service: Storage and Transportation

Order_Number: [redacted]

Account_Number: [redacted], [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like all fees that were debited from our bank account returned and any storage fees they are trying to apply as well to be voided and refunded.I feel like we should be compensated as we did have to buy clothing, bedding and other things that we could not borrow from friends and family. I realize compensation is a stretch.

Business

Response:

December 19, 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 Northern Alberta, Saskatchewan and Northwest Territories Regional Office, followed up on the information Ms. [redacted] provided. She informed our office a refund for the storage charges were refunded back to Ms. [redacted] Ms. [redacted] also relayed that our Traffic Manager for our Vancouver and Vancouver Island Regional Office stated they have been in contact with Ms. [redacted] and advised her we do not have a U-Box delivery warehouse on the Island they moved to. Due to any wrong information we may have provided, Ms. [redacted]’s U-Boxes are being delivered to the Island at no extra expense to Ms. [redacted] Ms. [redacted] will remove a few items and then we will deliver the boxes back to our warehouse to store until she has a permanent residence. We will then deliver them at no expense to her. This will be a cost of approximately $1,000 that U-Haul will cover. The ferry and drive time is a large part of this free delivery for Ms. [redacted] Arrangements for the first delivery will be on Monday, December 22nd.

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 realize that the information orginally given was incorrect about being able to ship to Sechelt BC. This is another matter.The reason I am upset and requesting full refund of TRANSPORT fee is because our u-boxes sat in Edmonton for a month after being told 3 seperate times they would be sent out and be available in sechelt on a certain day. When signing the contract with uhaul there was a "guaranteed date" the uboxes would arrive. The boxes hadn't even left edmonton anywhere near any of those dates. The boxes were completely forgotten about. The 17 street edmonton branch never even entered our uboxes into any system. My family was left with whatever was on our backs when we drove out to BC. Noone would help us out. Phone calls were unreturned. Of course Uhaul refunded storage fees. The uboxes were left in the 17 street depot and forgotten about; in no way should we pay any storage fee at all with uhaul. This should have taken 14 days. That is what our contract says. Guarunteed 14 days. I fully understand the miss communication of sending our boxes to sechelt. It is the fact that our personal and family belongings were left to sit in edmonton with noone caring to do what our contract stated. It is extremely upsetting to me that noone can take responsibility for this and right the wrong. The contract was breached. It had nothing to do with them being sent to sechelt. They didn't make it to BC for a month and a half. Im not sure if [redacted] at uhaul has had the luxury of living with 2 pairs of clothes for 3 months but we did. Myself, my 5 year old, 3 year old and 8 month old.

Regards,

Business

Response:

January 6, 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 Northern Alberta, Saskatchewan and Northwest Territories, reviewed Ms. [redacted]’s recent comments to your office. She sent Ms. [redacted] an email requesting a copy of the contract that states the U-Boxes would be delivered within 14 days.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On I-90 in the early hours of November 16, our U-haul truck began to malfunction. There were absolutely no warning or signal lights, we were on dead flat terrain, and the gas tank was 1/4 full. About 15 seconds later, it was completely dead. If we had not been in the right lane near a shoulder, we surely would have been in a fatal accident. When we called U-haul "road side assistance," we experienced an indefinite hold. The hold message instructed us to visit U-haul's WEBSITE ... which we ultimately did in desperation on my iPhone, only to find it would not move past the log-in screen. When we finally reached a representative, we had to repeat every piece of information three to four times. She then began trying to find a mechanic to try and "fix" the vehicle, though it was 2 a.m. on a Sunday. We had the impression she was literally going through a phone book, as apparently there are no mechanics contracted with U-haul. We were not kept on the line, but instructed she would "call back" within the hour. The temperature was quickly plummeting, and our seats shaking with each passing vehicle .... But even when I stated this verbally, there was no acknowledgement on the part of the representative we needed a quick solution. After waiting over an hour, and after more indefinite holds, I asked to speak with a manager. She finally began the search for a tow truck. After two hours, we were so cold we gave up and called 911. A kind trooper took us to a hotel (commenting himself he could not believe U-haul made no concessions for the cold)which was apparently not the hotel U-haul assigned to the tow truck company, which necessitated a greater and greater numbers of phone calls. I believe it was about 5 a.m. when a tow truck finally dragged the contents of my home into a parking lot in Elgin, Illinois. I was still trying to warm up and there were yet more phone calls to negotiate the hotel bill. The next day we discovered the gas gauge in the truck did not work, and so while it indicated 1/4 of a tank and there were NO WARNING LIGHTS, we had run out of gas. The events naturally threw off our entire schedule, we missed our appointment with the men unpacking the truck, and I ended this trip mildly traumatized. When I tried to call U-haul to file a complaint, there were technical problems with their phone line and it took multiple calls. I was directed to an online review form, which resulted in nothing. Finally we emailed the company. After an indefinite delay and apparently a man forgetting to process the request, U-haul refunded us $300 out of $1,239 (which we are actually still waiting to show up on the credit card statement). I will never use U-haul again for the dreadful nature of their roadside assistance and utter lack of concern for the lives of their customers. Other secondary notes: The truck was not clean upon pickup, and did not include any of the documents or manuals it was supposed to come with (which we were informed of upon finally dropping it off).Desired Settlement: I hope U-haul will review the errant condition of its trucks and inhumane and abysmal roadside protocol. Never at any point during this experience did we feel U-haul prioritized our safety. But at minimum, considering the horrific nature of our trip, we expect a full refund. We find it appalling we even have to ask.

Business

Response:

January 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Brooklyn, Queens, Staten Island Regional Office, followed up on the information Mrs. [redacted] provided and sent them the following email in response:

Dear [redacted], Thank you for taking the time to communicate with us on your recent rental. Please accept our apology for the inconveniences that may have been caused. As you may appreciate, the safety of our customers is extremely important to us, and the operators on call worked very diligently to get you some assistance as quickly as possible; making no less than 10 attempts to have roadside assistance to you in the shortest possible time. Unfortunately in spite of their efforts,and due to the time of the day and week, the response was delayed. U-Haul Company commits to every customer, that while unable to predict equipment failure, in the event that it happens, U-Haul will do everything to assist in the completion of the move at no additional charge/cost to the customer. This has been done. As a customer service goodwill to you, a credit of $300.00 has been issued to your credit card account as well as $100 in VIP Certificates has been sent to you via email. The VIP certificates are good for two(2) years and can be used for any of the products and services provided by U-Haul. We hope you will give U-haul a chance in the future. Sincerely, [redacted]

Mr. [redacted] sent an email back to Mr. [redacted] relaying his appreciation for the refund. He relayed he had printed the $100 VIP Certificate but had not seen the credit for the $300 to his Visa account. Mr. [redacted] sent Mr. [redacted] another email on December 26th advising him the credit had been approved and should post to his Visa account within a 3-5 business day period.

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.

[For a faulty vehicle and abysmal roadside assistance--which endangered our lives--U-haul has denied negligence and offered a pitiful monetary token. We have asked for a full refund and believe nothing less is fair.]

Regards,

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Brooklyn, Queens, and Staten Island Regional Office, reviewed the recent comments from Mrs. [redacted]. He feels a fair adjustment was issued based on the unforeseen problem they experienced with their rental. No further refund or adjustment will be made.

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: On Oct. 4th I called U-haul to ask how their free 30 storage worked for the U-boxes. This was my first and main question. After being transferred to 5 different people I finally spoke to [redacted] (###-###-####) who supposedly is the U-box specialist. She NEVER once said that the free storage was just for one way rentals of trucks and trailers. Instead we spoke for 15-20 minutes. She answered all my questions and I even got out a calendar and she helped me figure out the timing of picking up the boxes and when was the latest day we should ship so as NOT to go over the 30 day free period of time.Contract emailed; but did not have access to internet as I was at the new home. I trusted U-haul that the amount quoted on the phone was what was being emailed to me. Was it added on later??? Must have been. When she made the reservation for me on Oct. 4th; she said the total came to $2112. I asked her if that was the final total or if there were any extra or hidden charges. She once again stated that the only extra charges would be for the rental of the trailer to move the boxes back and forth from the U-haul location to our home on both ends. Also she stressed that if we went over the 30 days we would be charged $59.95 for each box; even if it was over by just a day. So this is another complaint: If the fee she quoted is $59.95 and the orange covers on ALL the boxes we picked up in Fresno said $59.95; why were we charged $69.95 plus tax????After being charged a storage fee for the first box when it was turned in; I called to ask why. [redacted] at U-haul of Fresno said the free month did not apply to U-boxes and NEVER had. (My daughter moved this past summer with U-boxes and got the free 30 day storage.) When I told [redacted] that it was even on their web site; she stopped talking. I then told her I would get back with [redacted].I called [redacted] and explained what was happening and reminded her of our conversation. She said she remembered making the reservation for me and vaguely remembered the conversation. After reminding her of specifics we discussed she said she would need to make a call and get back to me. I verified she had my phone number. I patiently waited 48 hours; she NEVER called me back. I then called her again and she said she was at urgent care; did not even say good bye; just hung up on me. She never called me back. Here is a 3rd concern about U-haul that people should be made aware of. I was quoted a price of $2112 to ship 8 boxes from Fresno to St. George, Utah. When I called to pay so they could be shipped; I was charged $3248. When my credit card company called to verify this large charge; I immediately called Sarge. She said oh; sorry and credited the $1136 to my credit card. However the exact same thing happened to my daughter; so it makes us wonder if this is a general practice of U-haul. Overcharging hoping you are so busy with your move that you do not check to see if they charged you the quoted amount.Desired Settlement: DesiredSettlementID: Refund

I want the charges for the first month rental of the 8 U-boxes refunded. I was charged $75.70 a box. Their web site said the first 30 days were included in the shipping charges. The discussion with [redacted], the U-box expert, also stated the same thing.

Business

Response:

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

[redacted], our Executive Assistant for our Fresno regional office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] to discuss her concerns and offered his apology for any misunderstanding. He advised her that we did over charge on the box rental by $10 per box. Since there were 8 boxes, he issued a refund for $86.58, which includes the tax, back to her American Express account. 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:

How kind of them to say that: if they should have charged for the boxes they overcharged. This does seem to be a standard practice of u-haul; let's just quote one price and then overcharge; probably no one will notice; they are busy moving. However, that does not change the fact that I was told the first months storage fee was free/included in the shipping charges.

Why should I have to pay for something that I was told was free???

Business

Response:

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

[redacted], our President for our Fresno regional office, reviewed the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology as well as discussed her concerns. His research of the situation found Ms. [redacted] was quoted the proper delivery fee and monthly U-Box charge.

As we value Ms. [redacted] as a customer, Mr. [redacted] sent her a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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 mother [redacted] Rented a truck by phone on 08/30/2013 for pick up 08/31/2013. When arrived at location for pickup at 9am, was told the truck was not back and would not be returned by previous customer until noon. I called on behalf of my mother the 800 number for customer service and spoke to a [redacted], explained my situation and what was happening, she told me there was a truck available 20 miles from my current location and at .89 a mile but could not compensate or do anything about price because this was an intown rental, I was tranferred to a supervisor (whom on 2nd phone call with [redacted] was told his name was [redacted]) [redacted] began telling me that my "last minute rental" was the problem. When I explained my beyond frustration at this point going on 3 hours after my reservation [redacted], transferred me to the I heard a Huff, and the call disconnected, I was hung up on! Called back and spoke to a female named [redacted] who states no notes in the acct and she would help me, she was very nice , I was placed on hold and after waiting 10 minutes again the call disconnected. Finally got my problem resolved with a man named [redacted]. I called back after not being able to contact the new location to pick up a truck to verify rental was there and this time my daughter [redacted] got [redacted] again, who said "i talked to you earlier and verified the truck was there" [redacted] said "well we cant get through to talk to anyone there" She also told [redacted] that after being transferred by her before her mom was hung up on, [redacted] told my daughter she sounded insane, and called your customers liars, [redacted] told her she very much needed some customer service training, and was rebuffed with a laugh. Seriously needing some customer service training, as I do not see how your customer not returning a truck on time constitutes a "last minute" rental on my part.Desired Settlement: Your phone customer service agents should never call the customer a liar nor laugh at the frustration after 4 hours of trying to find out what to do about our rental for my widowed mother as moving is stressful enough. We will never be using Uhaul again, and have tweeted, posted on FB, and any social media my teenage children have as well, for our friends and family to repost!

Business

Response:

September 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he sent them a response, which included an apology and a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a Uhaul truck from Central Storage [redacted]. I was supposed to get the truck and up to 50 miles free. They refused to honor this promise. I took the truck because I had to move that day. I loaded the truck and went back to Central storage to unload it into the locker I rented from them. When I got there, the door was stuck. I went to the office, where they called a tow truck company who wanted to charge me to pay them $75 an hour to get the door open with no guarantee that they could even do it. I explained to Central storage that I had NO responsibility for getting their faulty truck door open. They called Uhaul corporation who refused to get the faulty truck door open at there expense. I was not willing to damage their truck to get the door open, as I could be held liable for any damage I caused. I was forced to leave the truck there unloaded. I told them they needed to get the truck door open at their expense no later then the next morning. Central Storage did not answer their phone, or return my calls or emails for days. when they finally started to, they were still passing on that the criminals at Uhaul refused to take responsibility for their faulty equipment. I told them they had officially stolen my property and were illegally holding it hostage. I told them I was going to come down there with the police and have someone arrested if they didn't get the faulty door on the truck open and release my property. Over a week after my rental, Central Storage emailed me that they opened the truck door and that I had to come down and unload it. I informed them I was out of town on business and that I would come and unload it in a few days when I got back into town. I informed them that they would be liable for any missing proerty or property damaged when they forced their faulty door open. I also told them they could insure my property and unload it into my already rented storage locker if they wanted to have their truck back for rental. They chose to wait and let me unload it when I returned to town.

The truck door wouldn't open due to the staggering neglect of Uhaul. Moving trucks should have doors that swing out, so that even if the load were to shift, nothing could block the door. No doubt this woud have cost uhaul an extra couple hundred dollars per truck, so they chose to cheap out and put on super, crappy cheap roll up doors like a garage. Even this wouldnt be a major issue, if they would have spent another $25 per truck and placed a molded plastic piece across the back of the tracks over the top of the truck and the tracks. Here again, the cheap clowns chose to save a few bucks. The bottom line is that Uhaul knowingly provides faulty equipment not suited for the task of loading and moving which is the exact purpose for which they rent the trucks out.

No doubt, the executives at Uhaal made a knowing, conscious decision to provide faulty trucks so they could save a few bucks. I am certain they believed that 99% of people moving with their trucks were moving their home property and would be forced to personally damage the faulty trucks so they could get the property out that they need to live. All of their clothing and personal property. Unfortunately for these premeditated criminals, I was moving restaurant equipment and did not need to damage their truck to get at the property thus making myself liable for any damage I caused. Instead, I held them liable for getting their ill-equipped truck open. Uhaul has no doubt held 1000's perhaps tens of thousands of their own customers illegally liable to open the faulty truck doors when they inevitably get stuck. It's a totally illegal scam, and the Revdex.com should seek out the effected parties who Uhaul has stolen from . The criminals opened the door on the truck I rented, finally, because they were told I was going to sue them and expose their scam. Therefore, I cannot be a party to such a lawsuit. However, their actions are criminal and the people whom they have stolen from deserve to be compensated, and Uhaul needs to pay out extensive punitive damages for knowingly and wantonly perpetrating this scam on so many unsuspecting victims.

The criminals finally, (according to the law), admitted their responsibility by getting the door open at THEIR expense. But this wasn't enough for these criminals. Over a week later, the criminals illegally charged my debit card $110.37 and sent me an invoice for an additional $302.62. They charged me illegally for the mileage on the truck that they guaranteed they would not charge for when renting the locker, and for half the time that they held my equipment hostage and then refused to unload it while I was out of town.Desired Settlement: Not only does Uhaul need to return the money they stole from me which they illegally charged me in the first place, (I had my lawyer call them annonymously to find out what the truck rental when getting a storage locker deal was, and they told him the 17 foot truck was free of charge, that they weren't responsible for mileage charges under 50 miles...which my rental was, and that the ONLY resposibility was to return the truck with the same amount of gas as when it was taken out), they need to remove the invoice charges from while they held my property hostage and refused to unload it when , due to their own extreme negligence, I was unable to unload it immediately when they finally met their legal obligation and opened the truck. In addition, I demand punitive damages of $5000. This is a settlement offer, as we will be seeking punitive damages of not less then $100,000 should we have to take the criminals to court.

Business

Response:

November 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our West Sacramento regional office, followed up on the information Mr. [redacted] provided. She mentioned Mr. [redacted] has paid $110.37 toward the truck rental and also has a Promissory Note for $302.62. She relayed the charges are valid and a refund as an adjustment as well as damages are not due.

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,

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.

To whom it may concern:

Review: I hired U-Haul to move my items across the country. They failed to do so in the agreed time frame and I was without my belongings for 10 days longer than agreed. This is unacceptable. The company is now refusing to give me a full refund.Desired Settlement: I want a full refund. Not a partial refund, A FULL REFUND.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. He advised our office he left a message for Mr. [redacted] explaining he would be issuing a credit due to our error that caused a delay. He requested Mr. [redacted] contact him back to obtain addition information to process 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,[redacted]Executive AssistantU-Haul International

Review: File reference #[redacted] Contract #[redacted] & [redacted] This refers to a 10' box truck and an auto transport trailer I rented from U-Haul to move my possessions and to tow a vehicle 2,miles over - daysThe trip required many hours of driving at highway speeds ~mph over multiple days
#1) Only hours into my drive, with the truck fully loaded, while towing my vehicle on the highway, at highway speeds, one of the rear tires explodedThe impact caused me to swerve across [redacted]s of traffic but fortunately there was only car near me and it was about feet behind the trailer, so there was no contactI understand tires explode, but the issue is more severe, and could indicate gross negligence on behalf of U-HaulUpon returning the truck a few days later, I learned that U-Haul had on record, and was fully aware that the tire that blew was defective and had a history of loose threadsU-Haul chose to leave the tire onProperly functioning tires are a primary aspect of what customers pay for, and is a core and integral part of the service U-Haul providesIf the radio dial would have fallen off, that's acceptableIf the company had no knowledge of the faulty tire, or if a blowout would have occurred, that would have been understandableHowever, as a truck rental company that rents trucks that will be filled with hundreds or thousands pounds of cargo, trucks that will potentially tow a trailer with a vehicle also weighing thousands of pounds, and that will then be driven continuously over multiple days, at highway speeds, and over thousands of miles, knowing that a tire is faulty is negligent as it put my life, and potentially the lives of others in danger, not to mention the condition of my possessions and the car I was towingI've had a couple of other blowouts before and controlled them with no problem, but nothing compares to trying to stabilize a truck with cargo that is towing a vehicle at highway speedsThe tires and brakes are of utmost importance on these vehicles, and their working condition should be a top priority for a truck rental companyA tear in the seats, non functioning air conditioning, are not part of its core business, and not essential to the service U-Haul provides and the service its customers pay a premium for, so these aspects are non essential, but knowledge of a faulty tire on a cargo vehicle with towing capacity is negligentFurthermore, I paid for SafeMove not knowing that I was insuring an unsafe vehicleThis could potentially be perceived as fraudAlso, the company placed the time liability (I was stranded for hours), responsibility and inconvenience of dealing with a tire on meIt's unlikely that a faulty tire will explode if the truck is parkedThis tire exploded just hours into my 2,mile tripInstead of replacing the tire, the company placed the responsibility and inconvenience of dealing with a blowout on the person who would happen to be driving the truck when the tire exploded My U-Haul contract didn't state anywhere that there was a faulty tire; however, I was still charged full price for the rental and the insuranceIf a core aspect of a company's product or service is knowingly defective, how is charging full price legal, or, maybe it is illegalEven if a company doesn't know about the issue, yet the issue relates to its core product, they can be held liable (look at the [redacted] tires case in 2000)Therefore, does this aggravate the issue if the company knew about it? U-Haul is more expensive than other truck rental options I was considering; however, I went with U-Haul because over this duration of trip, and towing that much weight, I justified paying the premium for the peace of mind that such a large and established company would ensure that my safety was a priority and that I would get a fully functioning truckI paid the premium, fully insured the truck, and complied with every exhaustive and extensive requirement U-Haul imposes, but they didn't honor their endEven a car rental company that rents light-weight compact cars has a responsibility of only renting safe vehicles with properly functioning tires, but a truck company that rents vehicles made to carry heavier loads and tow vehicles cross-country, over multiple days at highway speeds, should be even more responsive in the event they become aware of an unsafe vehicle, or a vehicle that has a tire with loose threads which could potentially be driven by a customer and weighed down with cargo in addition to towing a car
#2) I rented a 10' truck because over 2,miles I wanted the mpg that U-Haul advertises on its websiteWhen I got to the location I was given a 14'U-Haul's website states this only gets mpgThe 10' truck would have been plenty big enough to carry everything I was moving, and powerful enough to tow my carThe larger truck alone ended up costing me an additional ~$in fuel costs, not to mention the exhaustion of driving a substantially larger vehicle over multiple daysTo address this, I called customer service asking if I could get a 10' truck by the next day, or if they would be willing to cover the difference is gas costsThe woman on the phone specifically said that regardless of truck size, they all get around the same gas mileage; therefore, the company doesn't reimburse extra gas costsI would understand, and wouldn't have felt it necessary to mention this here if she would have been honest and said, sorry, the 14' is slightly less economical but we don't have a 10' available and your contract says that we can give you a different sizeThat would have been fine and I would have accepted the extra cost, but she lied and had me thinking the trucks possibly and surprisingly do all get similar gas mileage, and it is clearly stated on their website that the 10' and 14' get different gas mileageIf they would have given me the truck I rented, maybe the blowout wouldn't have happened to me and I wouldn't have learned that I was lied toFortunately it happened to me, and not a pregnant woman or one of our senior citizens who may be even less comfortable dealing with such a sudden and unexpected situation
I first reported these incidents almost months agoI have spoken to multiple people, have had to follnumerous times, and the issue is still not resolvedI started out by calling the customer service center in Phoenix [redacted]Days later I spoke with the general manager of the store where I rented the equipmentDays after that I was referred to a department in Florida [redacted]I was hopeful that this would finally be addressed when the complaint was escalated to a regional manager in FloridaI was told she would call me within 3-business daysA week later I followbut her voicemail wasn't setup to receive messagesI follup multiple times with no responseI was eventually told she was transferred to "her own store." I spoke with someone else who then contacted the manager, and the games continueI have her name, in addition to the name of others I spoke with, but won't include the names in this report out of consideration for their privacyI am happy to provide the names to U-Haul or Revdex.com directly.Desired Settlement: Refund for the cost of the truck rental, refund for the SafeMove insurance I paid to insure a defective truck, refund for the additional $fuel expense I incurred after being told the truck I was given would be equally fuel efficient as the truck I had originally reserved, and compensation for the delay and damages that were caused by an already known and documented equipment and safety issue
Business
Response:
Thank you for your concern for our customer Mr[redacted].Mr[redacted], Senior Staff for the U-Haul Company of [redacted], followed up on the information Mr[redacted] providedHe informed our office two separate messages have been left for Mr[redacted] requesting a return callA refund for $was already issued back to Mr[redacted]'s [redacted] account on August 16th, however, Mr[redacted] explained that if he can fax or email his receipts for his extra motel and meals, he would be happy to issue a refund for those expenses as wellHe hopes to hear back from Mr[redacted].Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaintFor your reference, details of the offer I reviewed appear below.I attempted to get in contact with Joe every day last week and failed to even receive a returned callI cannot accept your proposal or close this case if I am unable to verify that what you proposed will even be possible due to your ir responsiveness and deficient customer serviceRegards,[redacted]
Business
Response:
Thank you for your continued concern for our customer Mr[redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr[redacted] providedShe informed our office she checked maintenance records for the truck and found no indications there were faulty tires on the truck as the truck was in the shop for a Preventative Maintenance check just a month before this rentalHowever, Ms[redacted] did issue a supplemental refund for $140, which brings the total refund to $as an adjustment on the rentalMs[redacted] also mentioned that she feels the resolution to be fair considering Mr[redacted] completed his move and according to the notes in the breakdown call, he was delayed by no more than hours.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industryThank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Was quoted more than a hundred dollars less than I payed. Took 5 hours to inst**l after being told it would be no more than 2. **so damaged bumper.

I had plans to buy a custom hitch. I live nearest to Big Rapids, MI. I c**led a few places and was quoted around $400 and could have it inst**led on that friday (5-24-2013). They needed a $50 deposit to order the custom hitch. I decided to keep c**ling around for the best price. I ended up c**ling the Comstock Park U-Haul. I spoke to a woman who seemed nice and helpful and quoted me a price of about $240 and said if I needed wires that it would be an extra 10 to 20 dollars depending on complications from inst**lation. That was by far the best price so I figured the price would out weigh the hour drive into Grand Rapids MI. I went ahead with the $50 deposit that they had **so needed to order the custom hitch. The woman said that Friday is when the hitch and the other parts would **l be there and could be inst**led so I cleared my afternoon out for that friday. It was about 11 a.m. friday when I c**led them so I could get a better idea of when I should be ready and in the city so we (my girlfriend and I) could go from there to the family get together we had planned around the hitch being put on the vehicle. I was hung up on the first time I tried to c**l after a man said I needed to be "transferred". The second time after being on hold for another 5 minutes I was told that they did not have an order for the hitch and did not have my name in the computer. I could not figure out how this could be since I c**led the same number from my phones c**l history. I c**led a second time and received the same information. After about another hour I c**led another U-Haul in Grand Rapids. This time I c**led the 28th street U-Haul. Same response. Fin**ly I ended up c**ling the plainfield U-Haul and they had my order. I have no idea how my order would end up at a completely different location than I c**led. but I looked up the location and it was not far from the location that I previously thought I was headed to. They said they had **ready received my order and failed to c**l as promised. A man said he was a bit too busy at the moment de**ing with customers and asked if he could have my name and phone number so he could c**l me back. I reluctantly did. I received a phone c**l about 30 minutes later to schedule my appointment to have the hitch inst**led. A man asked when the best time to have it done was, my answer was "as soon as possible I can be there in about an hour". The man laughed and said "yeah, you and everybody else." Then went on to tell me that there was absolutely no way that he could do it that weekend and said he was "**l booked up". I then lost the c**l from my cell phone. Either the man hung up or my phone lost the c**l. I waited for the man to c**l me for about 5 minutes. After he failed to c**l back I c**led the number that he c**led from. Yet ANOTHER person answers. This person tells me that I have had a appointment for Saturday at 12:30 p.m. the whole time and absolutely no one has told me this. He said there were a few more openings throughout the day and the only one earlier would be at 11 a.m. Saturday (5-25-2013). So this person I last spoke to on friday, switched my appointment and sent me a conformation email. We arrived there at 11:03 a.m. Saturday and I recognized multiple voices from the phone. Told me it was going to be a 2 or 3 hour wait. So, having no where to go we just w**ked down the road with nothing to do for the remaining time then received a phone c**l asking if I needed "wires". I said yes and he added that it would be another 100 dollars bringing my tot** to $352.30. I was amazed and told him I was told different and he was not interested. Asked me if I wanted them or not. It is illeg** to run with no lights on a trailer so I said yes. If I would have known I would have just gone to my home town fabricator. After getting the vehicle back home seen that theDesired Settlement: Between wasting two entire days waiting for the hitch to be inst**led. 2 hours worth of being on hold. Being laughed at over the phone. The gashes in my vehicle I am requesting a full refund of the $352.30. That is the least that they can do. It was just a ridiculous amount of run around and having to make sure the last employee was not lying and that I was not wasting my time driving for an hour to receive more run around and not have the hitch put on. My order number was [redacted]. Vehicle is a

Business

Response:

June 4, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers Mr. [redacted] and Mr. [redacted], whose name appears on the U-Haul contract.

Mr. [redacted], our Executive Assistant for the U-Haul Company of Western MI, followed up on the information Mr. [redacted] provided. He informed our office he discussed the situation with our GM of our U-Haul Center. Our GM person**ly inst**led the hitch on their vehicle and after viewing the picture of the bumper that was sent, our GM stated that the scratches of this magnitude would have been noticed before Mr. [redacted] and/or Mr. [redacted] left our Center. Both our GM and Mr. [redacted] attempted to discuss the situation with Mr. [redacted] or Mr. [redacted] but our GM was verb**ly abused on the phone and Mr. [redacted] ended up terminating the c**l after foul language was used against him. Mr. [redacted] did acknowledge there was a wait time to have the hitch inst**led due to the work load on Saturday and they were offered a $50 VIP Certificate for their inconvenience. **though the Certificate was declined, Mr. [redacted] relayed that reimbursement for the hitch or damage they are claiming will not be issued, but the Certificate offer is still available if they wish to accept.

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 **lowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 was c**led by Mr. [redacted] over the weekend and he acted as if he never read my complaint. I then asked Mr. [redacted] if he had read my complaint and he replied, "yeah, you said you had to wait a while?". That is in fact not what it said. [redacted] did not t**k to me with any concern or respect at **l. Proceeded to t**k to me with disrespect and I asked him "are you going to just be an "[redacted] to me?". Mr. [redacted] then went on to hang up the phone. I c**led the number back and I began to tell him what my complaint was about since he did not seem to read the entirety of it. He then asked me to send him pictures of the bumper to his email. (Which I have attached both of the pictures I sent, to this email.) Mr. [redacted] said that he could not get back to me about them until after the weekend.This past Monday I received a c**l from a man named "**" who introduced himself as a Gener** Manager. He said he was the man who inst**led the hitch and said that no damage occurred. I assured him that damage did occur and that I never had any damage before going to get the hitch inst**led and that another car could not have backed into me because of the curious position of the dent and gashes. He kept repeating himself and did not listen, most of the time trying to speak over me. The conversation went no where. I told him more of what happened and how I was given such a run around and he said that, "that is U-Haul, not me." Being the GM I would think he could at least act like he cared about how awful my experience was and continues to be. He then went on to accuse me of "looking for a free hitch". Yet more disrespect. At this point I am not surprised by how I am treated by any U-Haul employees. I was offered $50 dollars gift card. I did not accept this offer because it does not fit the scope of run around, lack of profession**ism, inconvenience, disrespect, accusations and down right rudeness of every single U-Haul employee I have t**ked to. No person should get treated like I have been. It is absolutely ridiculous. I deserve a refund. I am not "looking for a free hitch."

Regards,

[redacted] Jr.

Business

Response:

June 6, 2013

Revdex.com ID#: [redacted]

U-Haul ID#: [redacted]

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

Mr. [redacted], our President for the U-Haul Company of Western MI, reviewed the information Mr. [redacted] provided. He informed our office he discussed the situation with his Executive Assistant, Mr. [redacted], and his GM, Mr. [redacted]. They **so reviewed the picture Mr. [redacted] submitted. Mr. [redacted] stated again that this type of damage would certainly have been noticed when the vehicle was picked up. Mr. [redacted] advised our office their decision in the matter remains the same.

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 **lowing us to offer another response.

Sincerely,

Executive Assistant

U-Haul Internation**

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 car was not damaged before the trip to U-Haul. damage was noticed when I got home and checked the mail. As the car is up the driveway, making it very easy to see the damage. Damage is on the underside of the bumper. A very sm**l dent is in the middle and scrapes in the paint surrounding.

Regards,

[redacted].

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

Review: On July 25th, 2013 I had made a reservation with U haul to have a 14ft truck for August 31st until September 1st. Two days prior, on August 29th, 2013 I contacted U Haul where they then informed me that they did not have my reservation. After being transferred multiple times between departments they finally found my order and gave me an addition 20miles free to my order. Then on August 30th at roughly 10AM I received a phone call from the field manager telling me that they had overbooked and I will not have a truck for my move until September 1st. Unfortunately I have to be out of my apartment on August 31st so that was not an option for me. He was very rude and did not seem liked he cared at all. I then asked them if they would be paying for my move with another company where he then informed me that they would send a $50.00 check in the mail for the inconvenience. I then sat on the phone with U-Haul for over two hours to find another truck. They made me another reservation in Putnam, CT! I live in Massachusetts! They stated it was the only truck available in Massachusetts, Connecticut and Rhode Island. So I agreed to take that truck as long as I got free mileage with the inconvenience. I was then transferred to another department after making the reservation to talk about the free mileage. I was then informed they do not discount mileage so I would have to pay for it. Considering I had no other choice and needed the truck I had to take it. I then called the physical location where the truck was going to be to confirm it would be there and they informed me that there is not truck there available and that they over booked me. I was then left with no truck.Desired Settlement: I would like a refund of my moving costs since U Haul did not give me what was in the contract. If I do not get refunded for my moving costs, I will be taking this to court and be suing for more than just the moving costs.

Business

Response:

September 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Field Manager for the U-Haul Company of Western MA and VT, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was contacted and advised of refund for the $50 Reservation Guarantee Fee, which should post on her next Master Card credit card statement. He also relayed that no further refund would be issue.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I did in fact receive a $50.00 refund, but that did not cover my moving expenses that I was forced to pay because U-Haul did not follow through with their end of the contract. I am looking for a refund of $100 additional which is the difference of what I needed to pay to rent a Pick Up Truck in Connecticut all because they did not follow through with the contract. Again, if they are not willing to settle this matter it will be brought to small claims court where I have all paperwork with a GUARANTEED date and all phone call logs and conversation for further resolution.

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: 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: 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,