J.R.J. Tara Corporation

Review: I rent a unit year-round at the U-Haul on Military Road in [redacted]. I am on auto-pay, which means that my monthly fee is automatically billed to my credit card each month. In May, for some reason I was charged a $15 late fee. I have called five times to have this $15 late fee reimbursed to me. The workers I have spoken with have apologized each time for the charge; they said I should never have been charged a late fee since I am on auto-pay. They also said that the only one who could adjust my account and give me a refund for the wrongly added the late fee was the store manager, [redacted]. The employees have left the manager notes five times to have him call me to straighten this out. He has not once returned any of my calls. The last time I spoke with an employee, which was four days ago, I told her that if [redacted] didn't contact me that day or the next, I would go to the Revdex.com with a complaint. I realize the $15 is not a huge amount, but I shouldn't have been charged it in the first place. The thing that most annoys me is that the manager, [redacted], has ignored my calls five times. I have been a customer there for six years, and then years ago, for a number of years. I don't feel any customer should be ignored the way I have been.Desired Settlement: I would like the $15 I am owed to be reimbursed to me, most likely in the form of a reduced charge for one month.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she issued a credit for $15.00 to Ms. [redacted]’s account as requested. Ms. [redacted] also emailed her an apology for the inconvenience she experienced.

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 06/26/2013 I took my vehicle into U-Haul on [redacted] where I booked to have my 2011 Jeep Grand Cherokee in to have a hitch installed. At that point I was told that I had to give a $50 deposit against the work, which I did. I was told my total would be $202.45 for both parts and labor and that I would pay upon pickup. The next day I took my vehicle in and had the hitch installed. I was presented with my receipt and paid using a credit card the amount on the receipt which was $202.45. Two days later I noticed that they had taken the $50.00 deposit out as well as the $202.45. I called to let them know they had incorrectly taken the $50.00 from my account at which point I was told the $50 was labor. I told them that I had a receipt that included the labor which total was $202.45 and that it showed nothing of the $50.00. They erroneously took the $50.00 if they $50.00 was supposed to be taken the total would be $152.45 I told them I wanted the $50 refunded, at which point the gentleman on the phone became quite rude and I was told good luck with getting my money back and hung up on. I have an emailed receipt that proves this.Desired Settlement: I want my $50 back and I would like an apology for the man being very rude to me.

Business

Response:

July 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of MT, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and discussed his concerns as well as went over his contract. She relayed that the $50 deposit was applied to the contract.

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.

Regards,

Of course we have a different view on the matter. The man who called was very rude to my husband and was not quite as rational and polite as he is trying to appear in this email. Again, the real question lies in WHY Uhaul originally agreed to give us our money back, admitting fault, and have now changed their mind. I will forward you the message from the lady who dealt with our claim in the first place, and you will see they stated they would give us our money back. I also challenge you to look at the email receipt (attached) I provided and see where it says the total was $252.40... You will have a hard time because it simply does not say it. They have admitted fault once and promised to refund the money, they are now changing their tune.

Review: Hard copy of a letter was send to you by regular mail along with copy from the bank sending us to collecting agency and credit bureau. Bank account surcharges and penalties fee.Desired Settlement: Full refund, due to all the inconveniences. Please see letter along with copy from the bank. Complaint letter was sent to UHAUL Headquarters and local UHAUL store in [redacted]. They are advised of letter being send to you in [redacted] office

Business

Response:

June 21, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our GM or our U-Haul Moving and Storage of [redacted], followed up on the information Mrs. [redacted]provided. He informed our office he sent the following email:

Ms. [redacted] I am sorry that your experience at U-Haul was not the best it could be. I have read your letter and can appreciate that in your perspective you might have reason to be upset. In that spirit, I have refunded the entire amount you were charged for the rental of the equipment you used on May 13 thru May 15, 2013. The amount of the refund is $102.83. Since the charges were made against your [redacted] card and refunds were made before recharging, you will need to discuss with your bank the refund of your overdraft charges. U-Haul will not be responsible for those charges. In addition, please be aware, that due to your behaviour and treatment of my staff during your time with us, I will be adding you to our Do Not Serve list. If you have questions regarding this list you will need to contact me directly. Once again, I am sorry for your inconvenience during this move. Sincerely, [redacted] General Manager U-Haul Moving and Storage of [redacted] ###-###-#### [redacted]' [redacted]725069)

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: They wired my car for plug in trailer lights and now my car brake lights have stopped workingDesired Settlement: Refund my money remove their wiring and restore my brake lights to my 89 [redacted]

Business

Response:

April 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he has been in contact with Mr. [redacted] and is currently working on making things right with him.

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: Complaint involves so much, it's hard to decide what to pickCustomer service has been nothing short of ABYSMAL, & sits comfortably at the top of the list.Family is in process of moving from ID to UTProcess isn't complete as direct result of inaction on the part of Uhaul.Family has been loyal to Uhaul for years without incident(Buying boxes, trailer hitches; renting trucks, trailers & storage space.) After said transactions, totaling who knows how many dollars, Uhaul on Chinden in Boise is rewarding us with nothing short of the WORST customer service experience I've ever had.In OCT, while spending $100s on Uhaul moving boxes, rented trucks at different timesA 17' truck when dad took some things down alone, a 26' when we all accompanied him, & what was SUPPOSED to be another 26' to get what remained...that wound up being another 17'Therein, the problem lies.OCT 26, en route to UT, called Chinden Uhaul to reserve another 26'Spoke with a woman, who set up a reservation on dad's accountDriving between Boise & Mountain Home, told her he would call when stopped to provide his credit card #Later called & supplied the informationNext day, travelling back to ID, mom called to confirmWas told it was now a 17' & no 26' were availableHad no choice but to use the 17' that nightBecame apparent we'd be just shy of enough room & would be making another 10-hour, 600+ mile trip.Called next morning & was told store could simply compensate for 'wrong' truck & our gasSounded simpleSpoke with [redacted], & he flatly denied thisSince then? NightmareCalls are recorded[redacted] 'investigated' & claims no mention made of 26'UntrueTried to provide call times via cell record, but [redacted] refuses to listen to calls other than one between men(I am a woman and spoke with a woman.) SO tired of getting the run-aroundListen to ALL calls, not just one that makes us look wrong and you look right! Play them back for me like you said you couldI have witnesses to that callIt happened!Desired Settlement: The first phone operator that I spoke with concerning this issue told me the action that would likely be taken by the store manager would be full compensation for the truck charge, as well as any additional mileage incurred over the allotted amountShe said she would expect that the manager would refund fuel charges in the same transaction, but if he didn't, it was simply a matter of filing an objection to the resolution and they would also be taken care ofThis sounds perfectly reasonable
Business
Response:
Thank you for your concern for our customers [redacted] and [redacted], whose name actually appears on the rental agreement
[redacted], our Executive Assistant for our Idaho regional office, followed up on the information Ms[redacted] provided and informed our office she sent them the following email:
Dear Mrand Mrs[redacted], I am sorry you are displeased with U-Hauls reply, Naturally we are concerned when a customer feels their complaint has been handled unsatisfactorilyWe try very hard to review each situation on its own meritWe assemble all the information available to us from the customer, our renting locations, recorded conversations and everyone involved in the situation, before making our decisionsBelow you will find a transcript of recorded phone callsPlease note the dates and times of recordings as they are imperative to our decision on this matterRecord id# [redacted] timestamp: 10/26/10:37:22am: this agent followed proper procedureCustomer [redacted] calling in from ###-###-#### to reserve a 14ft truck26ft was never mentioned, agent assisted with reservationRecord id: [redacted],time stamp: 10/--- 1:59:58pmThe customer called for a rate quote and availabilityThe customer on the call was the daughterThe agent quoted a rate for a 26ft truckThe customer said she would call back to make the reservation since she didn't have the card number availableAttached is a copy of this call--------- agent name: [redacted], manager [redacted]Record id: [redacted], time stamp: 10/--- 3:10:38pmA customer named [redacted] called to reserve a previous quoteThe agent accessed the previous quote and advised the customer the price for a 17ft truck of $including days and milesRecord id# [redacted] timestamp: 10/27/11:17:52am: this agent followed proper procedureThis customer called in to see if her dad could prepay on a reservation for a 26ft, the agent said he could call in and payThe reservation was never brought up or looked at
Our customers are very important to us and it is not often we refuse a customer’s requestWe have reviewed the circumstances concerning your rental again and have not changed our positionThank you again for sharing your opinion with us and for giving us the opportunity to offer an explanationWe hope you will view our reply fairly
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,
Executive Assistant
U-Haul International
Consumer
Response:
I would like to emphatically declare to all parties involved that I do NOT accept the inaction proposed by U-haul as resolution to this complaintTheir unwillingness to make any measurable effort to resolve this issue is beyond appalling, and the company as a whole should be ashamed if this is the model they accept as a standard of so-called 'customer service'I have never been treated so terribly, and cannot believe this is considered acceptableAs a general rule, I am not the type of person to make mountains out of molehills, and would not be pursuing this action if I did not feel it to be appropriate in this instanceAs time has passed and the company has made such little effort to address this complaint, it has now strengthened my resolve to make sure that this issue travels up the chain of command within U-haul and is seen by any and all executive positions that may have an interest in how this has been handledSurely, this cannot be standard practice? As this letter is not limited to a particular number of characters as it was when filed on the Revdex.com complaint submission site, it will not leave much to the imagination by its close
Dating back to my childhood, my family has loyally patronized U-haul for trucks, trailers, moving boxes, trailer hitches and storage spaceAll of these transactions have come and gone, to the tune of who knows how many dollars, without incidentAt any point, if there was a need, U-haul was the place that came to mindIn fact, the very weekend that the event in question took place, we were travelling from Idaho to Utah in a 26ftU-haul truck
On 10/26/13, while driving between Boise and Mountain Home, we determined that we would be returning to Idaho the next day to pack the remaining household items, and called the U-haul location on Chinden Boulevard to check availability for another 26fttruckThis conversation took place at 2:59pm, MST, and was minutes long, according to cell phone recordsOver the course of this minute call with the Chinden location, it was determined that my father would need to call back with his credit card number in order to reserve the truck that we were discussingThe woman I spoke with was very friendly, and even went into the active reservation to confirm the size of truck we wanted, as we made it clear to her we wanted another truck the same size as the one we already had26ftThough we were unable to secure the truck at that time, she assured us prior to the close of the call that she had set up the record on my dad’s account and it would remain there so that all he would need to do was call back and provide his billing information to complete the transactionUpon arriving in Mountain Home, our family stopped for lunch and my dad stepped outside to call U-haul and complete the earlier reservation**
We arrived in Utah, unloaded the 26fttruck that night and returned it to the U-haul on [redacted] Avenue in Ogden the next afternoonAt the time we were returning the truck on 10/27/13, we realized we may not make it back to Boise in time to pick up the new one, as the Chinden location closed at 5pm that dayI made a minute call at 12:17pm to the Chinden location and explained our situation, asking the woman I spoke with whether or not we could have my husband pick the truck up for us, as he had stayed behind with our children in Idaho and would be available to helpAfter she advised that my father would simply need to pre-pay for the truck over the phone and authorize my husband to make the pick-up, he made sure to do so before getting back on the road
On the road between Utah and Idaho, my mother called to confirm the truck we had reserved the day before and make sure everything was in place for my husbandAt that time, she was told that the reservation in place was for a 17fttruckShe told the person on the line that it wasn’t supposed to be a 17fttruck, but rather a 26ft., and was then advised that no 26fttrucks were available any longer(This is when the situation goes careening out of control.) We had no choice but to pick up the 17fttruck that night, as the buyers were to take ownership of my parents’ home the following afternoonI called to tell my husband of the change, and he picked the truck up just before that evening
Late into the night, we did our best to pack that little truck as full as we could, playing Tetris with my family’s things in an attempt to make do with what we hadDespite our best efforts, it was painfully apparent that we would wind up being just short of having enough space to fit all of their things into the truck for what was supposed to be their final tripThe next morning/afternoon, we continued our effort, but the reality quickly set in that there was just no way we could make it workAs we packed on 10/28/13, I made another call to the Chinden location to discuss the problemCell phone records indicate that the call began at 10am and was minutes longI wound up being transferred multiple times during the course of this call, talking with multiple people concerning our dilemmaOne agent, Mike, indicated that he had 26fttrucks available that we could come and swap with the 17fttruck right thenI told him that wasn’t much help at this point, as we had already packed this truck as full as we could get it and could not feasibly unload and reload in the time we had leftIt was during this call that Mike also indicated to me how he didn’t understand why we had been told there were no 26fttrucks available the night before, as he could see from his records that there had been more than one sitting on the lot at the time my husband arrived! I told him that if we had known this the night before, we would not be in this situation, but the reality was that my mother had been told that the 17ftwas all that was available to usAt some point in the transfers, I also spoke with someone that I believe was named Jessica? It was this agent that indicated to me that we could get our truck and mileage comped by the store manager due to the error, and that if fuel costs were not comped at that time, we could file an objection in order to recoup those costs, as wellThis lifted a huge weight from our shoulders, and we felt much better about the situation after that portion of the callI advised my mother and father of what I had been told, and we breathed a collective sigh of reliefIt was good to know that we were dealing with a company that would take care of their customers in such a wayThey seemed to understand that another 10+ hour, 500-mile trip was more than just a simple inconvenience, and we appreciated that
I was unable to accompany my family for this leg of the move, so I told them I would handle the calls to U-haul and jump through the necessary hoops to get the process rolling on the compensationBased on what I had been told, I figured it was merely a matter of formalitiesPeople in the Boise area are so helpful, and based on experiences I they often go out of their way to take care of people when situations such as this arise, so I had no reason for concernI made two more calls to the Chinden location that afternoon; a minute call at 3:15pm, and a minute call at 3:20pmI spoke with the store manager, [redacted], who told me there was no possible way that what I had been offered previously would ever occurHe told me simply that they don’t do that, and that it wouldn’t happenNeedless to say, I was more than a little surprised, and more than a little upset
Since that date, there have been multiple calls made both to the specific location and to U-haul customer service to try to address this issue, to no availIn our initial phone call, [redacted] indicated that the recorded calls could all be pulled and listened to, and that I was welcome to listen to them myself once they had been pulledTo date, I have not heard any of these recorded calls[redacted] will no longer return my callsWhen this issue was escalated to the area supervisor, I provided my phone number for the return phone call, as I have been the one handling this for my familyI was never contacted by the area supervisorMy mother did receive a call from the area executive assistant, [redacted], but it’s difficult to have a reciprocal conversation with a person regarding an issue with which they are not familiarIf this person had ever taken the time to contact me, we could have bounced questions and answers back and forth and possibly reached resolution, rather than further confusionTheir refusal to work with me on this prompted the filing with the Revdex.comRegardless of the fact that I was the one that had contacted this agency, this person again circumvented contacting myself and attempted to instead contact my father, who was under the impression that I was handling this for them
I maintain my previous positionI think the compensation for the trip was a fair offer, and still request that be accommodatedI think it would be wise to pull ALL calls regarding this reservation, and perhaps bring in a neutral third party to listen in and provide feedbackIf this is something that could be done at the Idaho Revdex.com, I would be open to scheduling such a meetingSomething about this scenario really stinks, and really, it’s more than just one thingWhat really gets me has been the unwillingness of U-haul, Incto take ALL of the information and look at the bigger picture, rather than just convenient bits and piecesFor such a large corporation to go so far out of their way to try to prove that the customer is wrong, rather than take all of the necessary steps to thoroughly research and address a complaint, is just abysmal customer serviceAs I stated previously, I can’t think of single time I have ever been treated so poorlyIs this really what U-haul defines as proper treatment of their customers? I really hope not, but with each passing day, it looks more and more likely that the customer simply is NOT the priority for this companyRather, it is about being right, and defending their bottom line at any cost
That is a sad state of affairs, U-haul, and you should be ashamed
Regards, [redacted]
Business
Response:
Thank you for forwarding us Ms[redacted] recent information
Phil [redacted], our President for our Idaho regional office, reviewed the information Ms[redacted] providedHe explained the information Ms[redacted] relayed in her email to Mr[redacted], whose name appears on the rental agreement, is accuratePlease refer to my letter to your office dated November 6th, which has the documented emailMr[redacted] stated a 26-foot truck was never reservedA 17-truck was reservedDiscussion regarding a 26-foot truck took place but never confirmedAfter reviewing the information, he advised our office he believes the offer of the $VIP Certificate is a fair resolution due to the fact nothing was done wrong on the part of U-Haul
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,
Executive Assistant
U-Haul International

Review: I had order an pod thru u haul in may 2013 for Sunday to be delivered online , I received a phone

Call from unsullied stating they do not deliver on Sundays in ri and online rep was incorrect on saying it can be done, I asked that this would be canceled then. Well it wasn't I was charged on May 21, 2013 again on June 21, 2013 and again on 7/ 21/2013. Even though , no box was ever delivered I was told by representative after representative you have not moved out , how can I if I never received it. I was told this would be taken care of , I have overdraft charges and every wk I am calling one charge was reversed ion 7/23i2013 . I am still fighting for the other months and my overdraft charges which would not have happened if they canceled when they could not deliever. I am being told now from a gentleman named [redacted] that credits need to go thru corporate and should of been done ,but he can only contact them thru email can not call them. What upsets me the most is they can charge anything immediately but when they make and error they at,me there time and put the customer in a bind and waiting not very good customer service at all and make you feel like you did something wrong and have to prove thru these months that they are wrong this company should not be allowed to run credit cards for payments if they can not fix the problem in 24 hrs the most, people make mistakes but three months reallyDesired Settlement: Refund my credit card and pay my overdraft charges this should of been done immediately and fix the problem with there system on cresting back errors within 24 hrs so other customers do not go thru the expense, the calls and the pointing the finger to me like I did something wrong and have to prove my case with this company. They need to take responsibility

Business

Response:

August 19, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mrs. [redacted] provided. He informed our office Mrs. [redacted] was contacted and also issued a refund for the U-Box charges and for overdraft fees she incurred.

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 write this email as my final attempt to resolve an almost yearlong billing problem with the U-Haul Storage located on El Camino Real in Redwood City, managed by [redacted]. I have escalated the issue to the regional office and U-Haul Public Relations and have received no response from both.

In short, U-Haul has fraudulent billing practices and failed to honor contract prices as exemplified by its overcharging me in excess of $450 from the first billing month over the next 8 months for two identical storage units that I began renting in March 2012. I had several problems with my reservation for storage and a truck so the manager procured a rate of $139.95 for the two rooms that ordinarily would have been $169.90 ($84.95 each). This represented not even a 20% discount and so hile this was still more than I hoped to pay, I accepted the offer and moved in.

However, U-Haul immediately began charging me $189.95, $50 more per month beginning with the first billed month. I only discovered the excessive and unauthorized billing when the credit card I used for autopay expired. Thus over an 8-month period, U-Haul fraudulently overcharged me.

On 26 Nov 2012, I went to U-Haul and discussed the overbilling and downsizing with the employee on duty from two units to one. Because of the special rate (I thought and was supposed to have) for the two rooms, she wasn't unable to separate them and charge $84.95 for just the one room. She advised that I call the manager the next day to get the one room rate as well as correct the overbilling monthly rate. I agreed that that would probably be the best solution since he was the one who locked in the special rate for me when I moved in.

I spoke to the manager [redacted] a couple days later and explained the situation. He said he would call customer service and correct the problems and ring me in a day or two. He never did. I rang him and left four different messages with four different people, all of whom gave different . I emailed him. Twice. He refused to respond. He refused to follow through and keep his promise to a loyal customer who pays her bills on time. This went on two weeks.

I tried to resolve the seemingly simple but significant excessive charges locally but I was ignored repeatedly by the store's own manager who arranged the offer rate but did not ensure it was followed through or when the problem was brought to his attention, made no attempt to resolve it. With no other recourse, I called U-Haul customer service and the appropriate refund was issued within a couple of days. I received email confirmation but no explanation about why this happened. With this, it was clear that the monthly rate for the two identical storage units was supposed to be $139.95, not the $189.95 that I was unwittingly charged for months.

Now, two months later, in just one storage unit down from two, I have been charged $134.95. I immediately brought this to U-Haul's attention and the manager's explanation to justify this rate made and continues to make no sense and is beyond mathematical reason. How could it be: two identical rooms are usually $84.95 each and advertised as such, and offered for $139.95 (a discount of only $30) and now only one room is $134.95, just $5 less? Besides being illogical, a $134.95 storage unit is not even listed on the rate sheet that the employee provided me when I consolidated into one unit nor is it advertised on U-Haul.com. Since I notified U-Haul's public relations, the website has been modified but I already printed a screen shot of the previous website listing the storage prices.

Since 13 Jan 2013, I have not received a call or any communication from U-Haul despite my phone calls and emails.

I can forward my communication with [redacted], the Redwood City manager, that demonstrate his obstinance in refusing to resolve these seemingly simple problems and failing to follow through and respond in a timely, responsible fashion. He initially seemed to be helpful when I moved in but since then, i.e., when the overcharges were discovered and brought to U-Haul's attention, his conduct and representation of U-Haul as a company have been lackluster and frankly, disappointing and frustrating. However, now, even at the level of the SF regional office, this lack of follow through and poor customer service appear to be more pervasive in the U-Haul hierarchy than I previously believed.Desired Settlement: Immediate correction of billing which should result in refund of $100 as of this writing and a corrected rate of $84.95/month, letter of apology for U-Haul's fraudulent billing practices.

Business

Response:

January 29, 2013

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

Mr. [redacted], our President for the U-Haul Company of San Francisco, followed up on the information Ms. [redacted] provided. He informed our office Ms. [redacted] was given a combo rate for two storage units for $139.95 instead of $189.95. When she went to one storage room, the price became $134.95 for the unit. Ms. [redacted] has been advised that the rate of $84.95 is the price of an upstairs unit. Mr. [redacted] agreed to issue a refund for $100 that Ms. [redacted] has requested in the interest of customer good faith. However, to receive a rate of $84.95, she will need to move into an upstairs unit. Mr. [redacted] assured our office that our GM or our U-Haul Storage Center has tried working with Ms. [redacted] in the past and has record of emails trying to do just that, but relayed that the rate will remain if she chooses to keep the storage unit on the first floor.

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 accept the $100 refund that should be mailed as a check to my home address.

U-Haul's response including its mathematical algorithm continues to be illogical. They admit that the two identical storage units on the ground floor combined were regularly priced at $189.90 which equals $84.95 each at regular price. How can U-Haul continue to justify that one room is now be $134.95, just $5 less? If the price of two units was only just $5 more than a single room, why would ANYONE go to the trouble of moving? I certainly would NOT have had this illogical but cost-savvy business practice been explained or even anticipated. By its own admission, U-Haul claims that the regular price for the two ground-floor units I rented at the rate of $134.95 should have been $269.90. That translates to a claim that it offered me essentially a 50% discount on the two units which it CLEARLY DID NOT DO for a proposed rate of $139.95. That's preposterous.

Before I moved out of the 2nd unit, I confirmed with the U-Haul employee that the rate would be cut in half (she mistakenly thought it would be just half of the promotional rate I was supposed to be but didn't receive but I explained the promotion. She confirmed that the unit that I kept would be $84.95 but that she herself could not adjust the contract rate because of the promotion).

I was offered a special rate of $139.95 for the two rooms though U-Haul failed to follow through on this and for almost an entire year, overcharged me without my knowledge or consent. Since U-Haul insists that the two identical units that I had are $139.95 and that only one of the two units as I currently occupy is just $5 less at $134.95, then it would prudent for me to take advantage of this deal.

From a customer service perspective, U-Haul's demand that a customer now has to move to an upstairs unit simply to get the advertised rate after allegedly offering (but not actually practicing) a generous 50% discount is ludicrous and unreasonable. I will be sure to post U-Haul's long awaited response about its irrational promotional rates, failing to keep its promise and overcharging customers, and then its underhanded ways to resolve a complaint only AFTER a Revdex.com complaint was filed. The signs of a truly dishonest and disreputable company indeed.

Regards,

Business

Response:

February 8, 2013

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

Mr. [redacted], our President for the U-Haul Company of San Francisco, reviewed the information Ms. [redacted] provided. He assured our office they work with their customers every day to get them the right equipment at the best price. He mentioned that Ms. [redacted] has indeed received the best deal they can offer. After another careful review of the situation, Mr. [redacted] relayed that his decision in the matter remains the same.

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.

U-Haul's representative Mr. [redacted], through his assistant, continues to make a conclusory assessment of my complaint and denies my claim without addressing any of the specific details I have provided. U-Haul has failed to provide any supporting evidence or even direct refutation of my solid point-by-point complaint to sustain its rejection of my claims that U-Haul has reneged on our rental agreement. This is well documented by U-Haul's nearly yearlong practice of overcharging me $50/month, totaling $600 to date. After I notified the U-Haul site manager, he dodged me for nearly a month before I had to escalate the issue with U-Haul's corporate office. Thus far, I have only been refunded $500.

I hope that U-Haul will honour and fulfill our original rental agreement and cease the improper practice of changing the terms and pricing of such without my knowledge or consent.

Regards,

Review: From the start of the rental to the end it did not go as we expected. We called in advance to make sure someone would be able to hook up the 12 x 6 trailer and we were told the day before and day of someone wold hook it up. When we got to the location there was no one to hook it up and not only was it raining, but the trailer tongue was laying on the ground. We were told by the employee that we needed to hook it up ourselves without any help or even and inspection by her. We called the local office to try to get help and they put us on hold for 45 minutes and then just disconnected. It was so heavy it took us over 45 minutes to get it hooked up with both of us suffering from a back strain. We would have gone to another trailer rental when we got there but due to time restraints we had to use this trailer. The trailer leaked terribly damaging multiple piece of furniture. We made a report to UHaul and their insurance company. After numerous documented attempts and even a call to a supervisor in their home office, we have still not received any type of reply from UHaul.Desired Settlement: Money back, damages, and explanation of why the trailer was so poorly maintained. We took pictures of how bad it was leaking. Water was pouring in from the roof in multiple spots even as the trailer sat idle in there lot after we used it.

Business

Response:

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

[redacted], our Field Manager for our SW Ohio regional office, reviewed the information Mr. [redacted] provided. He informed our office he has left several messages for Mr. [redacted] but has not received a return call. He advised our office there is an open claim with RepWest Insurance Company and because the claim involves damages, RepWest Insurance Company will address Mr. [redacted]’s concerns and contact him with the outcome.

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:

He is not telling the truth. I left messages for him early on with no return and he has not called the only phone number I gave several people at his office. [redacted]

Business

Response:

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

I spoke to Mr. [redacted] on October 25th and we discussed his concerns. I assured him I would follow up on the lack of communication he experienced to help prevent the situation from happening again. I issued a refund for the full amount of the rental due to the inconvenience he experienced, which will post on his next Visa credit card statement. I also forwarded his concerns to the adjuster of RepWest Insurance Company assigned to his claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Called U Haul to rent a moving truck and was called by Anchor Storage a while later since it was the closest U Haul contractor. Had to use bank card while talking to U Haul to hold the truck and was told my card would not be charged and that I would have the truck for a period of 24 hours. At Anchor Storage I was asked for a card but preferred using cash. I was told if I used cash there would be $150 deposit and upon returning the truck, my fee would be deducted from the deposit and I would receive the remainder. The estimated fee was $84.59. I left with the truck shortly after 2 pm. I moved until 5 am and returned the truck shortly after 2 pm the next day for a total of 24 hours which I was promised. Not only did Anchor Storage keep the entire $150 but 4 days later charged my card $85.64 for a grand total of $235.64, basically triple the amount I should have paid. They created reasons stating I was late and should have had the truck back by 9 am for another customer. I was charged triple for them double booking a truck and so they swindled me to get all they could. When I contacted the company the man said he told me about the 9 am appointment but contradicted himself in the message. So either I was charged for a company booking mistake or they are engaging in shady and very unethical business practices. I contacted the company to resolve the issue and the man defends charging me triple when the only thing I was responsible for was my fee and a small amount of gas.Desired Settlement: I would like the $85.64 that was charged to my card and at least $50 of the $150 since my estimate was $84.59 and I barely used any gas. I also hope to prevent this from happening to other hard working citizens who struggle daily and can't afford to be ripped off by greedy companies.

Consumer

Response:

Yes they were paid. I was charged triple the amount that I was supposed to pay.

Business

Response:

At approximately 10:54am on 2/27/15 the customer's reservation was downloaded to my location (see attached reservation document). His reservation was for 12 hours, picking up at 12:00pm on 2/27/2015 and dropping off at 12:00am 2/28/2015 (see attached reservation document). We always call and schedule the reservations, during this call I wanted to verify that he was planning on bringing the truck back that night as stated in the reservation because I could actually foresee a possible problem because sometimes customers think they are entitled to 24 hours, even though they don't reserve the truck for that long and there was a reservation for the truck the next morning made prior to this customer making his reservation (first come, first served, this also can be verified). When the customer showed up I again verified that the truck had to be back because we had a reservation on it for the next morning and rather than not rent him the truck for the night because we already had a reservation on it for the next morning, we were happy to rent him the truck making sure that he was going to bring it back on time. The cash deposit and credit card situation is more or less as he has stated with the exception being, the credit card was swiped right in front of his eyes and he signed the contract that clearly states nothing would be charged unless the actual charges exceed the held amount (see the signed contract statement directly under the card type in the middle of the page). The customer is correct about the time that he brought the truck back... for some reason he ignored phone calls from us as well as the U-Haul traffic department in the morning trying to find out why he didn't bring the truck back. Because he didn't bring the truck back, the customer who was supposed to pick up the next morning was sent to the other side of Cincinnati for a truck because that was the closest location with one available. As far as I'm concerned he can have all his money back. He has to take that up with U-Haul since they are the ones who he actually rented the truck from (yes we are a U-Haul dealer, but all the money goes to U-Haul). We have contacted our U-Haul Area Field Manager who has the power to refund his money. It does not change the simple fact that we were trying to help him out by renting him a truck that we already had a reservation for the next morning, and he didn't bring it back when he agreed to (both in writing and verbally, this was witnessed by more than one person who works here). He also did not refuel the truck and was charged 3.50 per gallon for the fuel that he used, as stated would happen on the contract. The contract also states directly under the Due Date/Time section that failure to return the equipment by the Rental Due time may result in additional charges (see signed rental contract).

Business

Response:

March 31, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a total refund for $121.92 was issued to Mr. [redacted] on March 9, 2015. A refund for $85.64 was issued back to his [redacted] Card account and should post on his next credit card statement. A refund check for $36.28 was also issued and should have already been received by Mr. [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

Review: Rented 3 U boxes from U Haul, moving from Ballwin, MO to Cortez, CO. The boxes were being shipied to Farmington NM because they didn't have a warehouse in Cortez, CO. The website states that there will be no shipping charges until the request is made for shipping. The boxes were filled and dropped of @ U Haul in Ballwin, MO on the 25th of September, U Haul charged me for shipping on the 27th of September without me requesting shipping. I spent 2 hours on the phone with U Haul on the morning of the 28th of September. Was finally told that the charges would/have been reversed, that I should see the funds returned within 48-72 hours. I called U Haul in MO. on the 30th of September to verify again that the money was being reversed and I still had not received my money, it has been 10 days now and I told her to just ship my items. U Haul could hunt their money down to wherever they sent it to. I stated that I wanted my items shipped, no additional charges to me. She stated that she was messaging the warehouse back in Missouri to ship my items. Finally on the 8th of October the money was back into my account. My Items were finally shipped to Farmington, NM. Was called by the rep. there who then told me that U Haul wanted $959.85 to deliver my 3 boxes 69.2 miles. Their cost for the trailer to haul the boxes was $25.00 per day. Not even sure how they came up with this amount, seems to me that their might be some retaliation on U Hauls part because of my honest comments on their facebook page.Desired Settlement: After spending weeks fighting through this with U Haul and being told that it was my fault, not theirs (this was told to me by [redacted], Manager in Missouri) I would like at bare minimum a apology for all the grief. I left St. Louis on the 28th of September, my items were not in my hands until the 26th of October. It cost me another $125.00 to move my items.

I think U Haul could issue some sort of refund. I am in no way asking for the shipping costs back, but their lack of concern for their customers is outrageous (just look at the comments on their facebook page, the only people who are happy with them are their employees or organizations who get free rentals from them)

Business

Response:

November 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President of our Saint Louis regional office, followed up on the information Mr. [redacted] provided and informed our office he sent Mr. [redacted] the following email:

Hello [redacted], I just wanted to let you know that I picked up the charges of $226.41 for rental of your U-Boxes this month. You will not be charged for the period from 10/24 through 11/24. The boxes shipped out last week so they should arrive in N.M. this week. If you are unable to unload them by 11/24, please call me and I will work something out before you are charged rent again. ###-###-####. Thanks, [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.

Once again, U Haul shows that they have no handle on their customers or their needs/complaints. The email that Mr. [redacted] sent was 4 days AFTER I had picked up my items out of the boxes in NM and had them in my house. Their empty gesture to make this complaint go away is unacceptable. Complaints were made both verbally and in writing to U Haul. I would think that U Haul would try to step up, either from the Missouri side or corporate. As I stated in my initial complaint, I am not looking for a full refund (as I have seen some other people asking for who have problems with UHaul), just something besides telling me that they aren't charging me rent on boxes that I am not even using anymore.

Regards,

Business

Response:

November 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President of our Saint Louis regional office, reviewed the information Mr. [redacted] provided. He relayed to our office that U-Haul has only collected the amount owed by Mr. [redacted] for the services he requested. He has not been overcharged and is not due a refund. Mr. [redacted] added that a refund would have already been issued if one was due back. He asked that we relay his apology for the fact that after numerous attempts this issue has not been resolved to Mr. [redacted]’ satisfaction, however, his 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 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.

Classic UHaul, we didn't do anything wrong, not our fault, must be the "customers" fault. I was sitting in a McDonalds last week, a customer received their food, was not satisfied with 1 item. They took it back to the counter and McDonalds IMMEDIATELY took the item back, replaced it with what the customer wanted and apologized. UHaul hasn't even remotely taken this route. I would encourage the Revdex.com to take a look at the UHaul facebook page, full of nothing but unresolved complaints. UHaul needs to look beyond Mr. [redacted] and find someone who cares

Regards,

Review: I have made reservations through uhaul.com for a large truck (26') for moving. When calling the facility, they tell me that they only rent 10' and suggest for me to talk to their regional dispatch. When calling them, they have no understanding at all for my need and tell me that they have no trucks at all available in the area, but that they will give me a $50 compensation. Well, $50 will not help me much with my moving issue, so I continue challenging the dispatcher. After a LOOOOONG discussion, he finds a 20' truck in the area for the required time. I have no option than to settle for that, even though that is not going to help me with the issue of moving my larger furniture. I will now have to get another mover to move the large furniture and I will have to move the smaller items, leading to lots of extra expenses.Desired Settlement: I want a refund of the total amount of my U-Haul rental to compensate for the extra expense I have incurred through no fault of my own. I expect that to be around $300.

Business

Response:

July 5, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern VA, followed up on the information Mr. [redacted] provided. He informed our office he sent Mr. [redacted] an email requesting copies of his receipts for the additional expenses he incurred for further review and consideration. He hopes to hear from Mr. [redacted] soon.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The business is requesting receipt for additional expenses incurred, but I am unable to provide that. I can also not see how that is relevant since I am requesting a refund on my uhaul rental fee.

Regards,

Business

Response:

August 22, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern Virginia, reviewed the information Mr. [redacted] provided. He provided us with a summary of Mr. [redacted]'s rental experience, which started with his reservation for a 26-foot truck. Due to an availability issue, we substituted with a 20-foot truck. A refund for the $50.00 Reservation Guarantee Fee was offered due to having to substitute the size of equipment, however, Mr. [redacted] declined the refund. Mr. [redacted] relayed that Mr. [redacted] accepted the truck and used it to move his belongings. Mr. [redacted] stated he incurred additional expenses because he did not get the 26-foot truck. Mr. [redacted] expressed that the focal point on this issue is the additional expenses. He requested receipts for the additional expenses but Mr. [redacted] responded that he could not provided receipts. Mr. [redacted] concluded that a refund for the actual U-Haul rental was not warranted and would not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a 26 foot moving truck on Saturday August 16, 2014 at 7am from [redacted] only one employee was working (she was very frazzled and short with me). I purchased the safe move plus, I drove the truck 40.9 miles and returned the truck at or around 12pm Saturday August 16, 2014 with a full tank of gas (more then I was given the truck with). Three employees were working at that time including the same one that I worked with, she took the keys from me and said that was it and a receipt would be e-mailed to me. I was able to move quickly due the the voluntary assistance of 7 other people. I was charged two separate charges from u-haul on August 21, 2014 ($112.88 and $126.28) when according to the information given on the contract estimate the charge should have been less than $100. A friend of mine who assisted in setting up the rental contacted U-Haul who refused to refund the difference stating that the truck was not checked in until the 18th. I was never given a completion of contract or anything to sign post rental, lack of staffing and failure to complete paperwork appropriately is not my responsibility nor should I have to pay the cost of it. I will never be renting from u-haul again nor recommending anyone to rent from them.Desired Settlement: I will accept a refund in the amount that is the difference of what I was charged vs what I should have been charged for a one day rental with 41 miles with the "safe move plus" insurance.

Review: My family and I rented a Uhaul from them on a Saturday night around 6:30pm. We were all helping move our mom's stuff to a storage locker and had used it for multiple trips. The rate for the Uhaul was quoted around $100 ($40 per day rental, the rest is a charge for gas and mileage). In order to keep it for just one day we returned it on time (returned at 5:30 pm on Sunday, so we had it for less than 24 hours). We put gas in the Uhaul to make sure that the gauge was at the same place as it was when we picked it up. The next day we got a call informing us that we were now being charged $342 because it was returned to the wrong location (a mistake on our part, we informed one of our siblings to return it there, but they assumed that you can return any uhaul to any location). We also received charges because they claimed that the gas tank was empty and the truck was filthy. I am disputing both of those claims. The truck could not have been filthy, it was cleaned out, however, we did leave a rake and a dolly in there, but we would gladly have come to pick them up and it is hardly worth a $200 charge for them to take them out. We also would have gladly just paid for another day (just another $40) so that we could go and pick the truck up and drive it to the right location (just 15 miles away, hardly any gas or mileage!). We also had paperwork that showed exactly where the gas gauge was and filled it to the same spot. I believe that this company is lying and is behaving unethically to collect more money.Desired Settlement: I request that we be refunded the extra charges that were blatantly unfair and unethical. I am more than willing to pay for the charge of the extra day and mileage that we would spend to drive the truck to the correct location, however, it is completely unfair and should be illegal what they are doing.

Business

Response:

April 3, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted]. We show the name listed on the rental contract is actually [redacted], our Executive Assistant for our [redacted] NW Regional Office located in [redacted], followed up on the information Ms. [redacted] provided. She sent an email to Mr. [redacted] explaining the reason the charges were made is clearly stated on their rental contract which is "I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current one way rate from this U-Haul location to the actual drop-off location." Ms. [redacted] went on to relay that it has cost U-Haul approximately $75 to get the equipment back to its original location and upon doing calculations for their rental, the breakdown is as follows:Truck rental (includes day use, mileage and Safemove Protection) = $67.56Recovery Fee = $75.00Total charges = $142.56Ms. [redacted] stated in her email that she can refund $200.39 to their credit card upon verification from Mr. [redacted] and included her telephone number and email address for contact back.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]

Executive AssistantU-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 was provided a broken tow dolly (unknown to me/us at the time it was issued). As such, it broke in Arkansas (AR) in such a manner that we had to stop in Bryant, AR. [redacted] of U-haul Roadside Assistance came to our hotel at 11pm, and after working on the tow dolly he stated that the tow dolly was fixed and we would be able to continue our travel from Bryant, AR to Chicago, IL. When leaving the next morning, within 2 miles of departure, the tow dolly broke again because he had not properly fixed it.*. [redacted] of U-haul's Roadside Assistance arrived after we had to wait in the hot sun. He properly repaired the tow dolly. He also properly secured it as neither [redacted] at the original U-haul location, nor [redacted] had properly secured my vehicle to the tow dolly. As a result of the broken tow dolly and the associated delays, we incurred a night of hotel charges in Marion, IL. Additionally, because of my vehicle not being properly affixed to the tow dolly by either [redacted] or [redacted] of U-haul, it incurred damage resulting in $199.95 in repairs. I have emailed [redacted], the General Manager of the U-haul location where the tow dolly was rented from, and I have left multiple phone messages. He has never responded to the emails. I spoke with him on July 31, 2012 and he said to call back the next day and he would advise on a resolution to my incurred costs. I have since left phone messages on August 1, 2 & 3, 2012 and have not had my phone calls returned by Mr. [redacted].Desired Settlement: Reimbursement due to costs associated with broken tow dolly.A. Hotel: $161.24B. Vehicle repair: $119.95

Business

Response:

August 22, 2012

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Willowbrook, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $300.00 as an adjustment on Mr. [redacted]'s rental and referred him to [redacted] Insurance Company if he wished to file a damage claim. The refund was issued to Mr. [redacted]'s [redacted] account on July 3rd and should post on his next credit card statement. Mr. [redacted] also explained he made attempts to reach Mr. [redacted] recently and has not yet received a return call. He would like the opportunity to discuss his concerns and reach an amicable 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]. After multiple calls and emails, Uhaul's insurance carrier [redacted] did issue me a reimbursement check for the damage and associated bills. I consider this complaint resolved.

Regards,

Review: I recently moved out of my apartment into my new home. I decided to give uhaul truck rental a try. Upon my arrival at the uhaul company, seeing how things were operating, I immediately knew I should have went with another moving company. I had placed the order for the truck one hour before I arrived. I was completely ignored for the first 30 min I was there. Finally after making my presence known ,a extremely rude employee grudgingly rang me up and I was on my way. By the time we finished moving it was dark outside and the lights on the inside truck were out. Well we accidently left two of my bed rails for my new bed in the truck when we returned it. I realized a few days later that we didn't have them. I started calling the company to make sure they would hold them for me until I could get back there to pick them up. I left 6 messages and couldn't get anyone to return my call. So a few days later when I had time, I went to the uhaul to see what was going on. The same unpleasant rude young man that waited on me, told me that he threw my stuff away the next day after the truck was returned. He said as a matter of fact they have been out in the dumpster the past few days and they just picked up the dumpster 30min ago. He said it mocking me. He then proceeded to tell me that I'm lucky I didn't leave my TV in the truck because that would have went into the dumpster to. I asked why don't they call the customer to let them know when they leave something in the truck and he said its not there problem. After that I called customer service and they said that it is the policy to throw away anything left in the trucks and not call the customer. He then hung up on me. Some customer service. A simple sorry would have made me feel much better about the situation, but I couldn't get one. Anyway absolutely the worst company I've ever done business with and that says a lot.

Product_Or_Service: Uhaul Moving Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

It would be great if they will replace the rails. But more importantly talk to their employees about their customer service. And implement new policy to return the items that were accidently left behind in the trucks and call people back after they have repeatedly left messages.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. He informed our office the bed rails sat at his store for approximately two weeks after Mr. [redacted] said he would return to retrieve them. Mr. [redacted] attempted to speak to Mr. [redacted] today but received no answer. He sent him an email offering his apology that the bed rails were thrown away and advised him we would gladly reimburse him if he wanted to purchase more rails and provide a receipt. Mr. [redacted] requested a reply to his email and also included his telephone number for a call back.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-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,

I recently placed an order for a rental truck through U-Haul's website, www.uhaul.com. Upon finalizing my order, I was requested to pay what I thought was a deposit for my truck reservation. Five days after I placed my order online, eight boxes of moving supplies arrived via Fed-Ex that I was not aware that I ordered. During the truck selection process, I did opt to rent a few moving pads and a dolly for moving furniture, but I specifically declined the purchase of any boxes or packing material on one of the pages. Unfortunately, on a later page the default setting was to place a large order for shipping supplies if don't uncheck a tiny box on the screen. Thus, because I missed undoing one of the default settings UHAUL shipped me almost $200 worth of supplies, I neither need nor feel like I requested. Upon calling to complain about the practice directly to UHAUL, I was told that its too bad I missed undoing their default settings and it was now my problem to deal with their supplies. I find these practices to be manipulative and misleading.

Review: I rented a trailer from the U-Haul of [redacted] located at [redacted]. I rented the trailer for one day: I picked the trailer up at 6pm and returned it at 11pm (after hours). I called the next day to verify the charges, I was transferred to the [redacted] call center and told that the charges would be 14.95 +tax; indicating that they had received the trailer as expected. When the charge posted I was charged for 4 days (4 times the contract amount). Clearly the trailer had been sitting there for three days and the staff failed to check it in until three days later. And then proceeded to charge me for the extra time they failed to notice the trailer. When I called to resolve the issue I was lied to several times:

- I called the local number which is forwarded to the call center in [redacted]; I asked to be forwarded to the local store so I could speak to someone who was actually on location. I was lied to and told there was no way to speak to a person at the location.

- I explained the error and asked for a refund of the erroneous charges. I was told that the customer service supervisor I was speaking to did not have the authority to refund the erroneous charges. They offered to forward my complaint on to cooperate, but would not allow me to speak with anyone who would make the determination.Desired Settlement: Refund of all charges

AND

A letter of apology for lying to me and treating me rudely

Business

Response:

May 2, 2013

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

[redacted], our GM of our U-Haul Center of [redacted], followed up on the information [redacted] provided. He informed our office he left a message for [redacted] offering his apology for the behavior of our staff and advised him of a refund for the extra days as requested. He also provided his telephone number and email address in case [redacted] had other concerns or questions. The refund was done in two separate credits and should post on [redacted]’s next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Claim #[redacted] against: [redacted] - Equipment TD 5134 J

We have tried unsuccessfully to resolve this situation thru the U-Haul claim process. The store manager, [redacted], closed the claim without ever returning our calls or discussing the incident with us. The complaint was supposedly escalated within the organization to a higher authority, but we have been sent in circles. We get a different story every time we call (at least 5 times at this point). We are put on hold, calls are dropped, and nobody ever gets back to us as promised.

We will pass on the mediocre customer service skills at this location. Our complaint pertains to a car tow dolly we rented there to go from Orlando to Denver Colorado. For starters, we were charged a $20.00 hook-up fee, which we should not have been charged, since we drove the car onto the tow dolly. The agent then proceeded to complete the hook-up. We checked the hook-up at every stop (roughly every 2 hours). In Zebulon, GA, upon making an unscheduled stop, we realized that the car had come off the rack, and was only holding onto the dolly by the 2 security chains. Had we not stopped then, this obviously would have caused a major accident. We have pictures of the car and tow dolly at this point. U-Haul roadside assistance was dispatched to hook-up the car/tow dolly again. Besides the potential of getting killed by a faulty hook-up, we suffered a 2-hour delay in our trip.Desired Settlement: At the minimum, we want to be refunded the $20.00 hook-up fee, considering that it was performed incorrectly and should not have been charged to begin with. We also expect monetary compensation, in the form of a 50% refund off the total amount paid. A company truly invested in customer care and satisfaction would know the fair amount to conceed, possibly even a full refund for unsatisfactory services.

While we were very lucky and caught the problem before a major accident occured, there was obviously either a training issue with the agent who performed the hook-up, or pure negligence, which needs to be addressed.

Business

Response:

October 28, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Orlando regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered his apology for any inconvenience he experienced. He assured Mr. [redacted] we did not charge him a $20 service fee to hook up the Tow Dolly. He also explained a refund for the rental was not warranted. Mr. [redacted] asked Mr. [redacted] to contact him back if he did have a separate $20 charge on his credit card for further investigation.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

After careful review of our receipt, we agree that we were not actually charged the $20.00 hook-up fee as we had been told. At this point, we realize that U-Haul is not going to do the right thing regarding the faulty hook-up. We also contacted their insurance company as instructed, but there is no claim, since there was no damage. I guess that we can just be grateful that we were not injured or worse. U-Haul obviously does not take customer security to heart, neither do they value customer satisfaction, and we will not do business with them in the future. Pictures attached.

Regards,

Review: General Manager (GM) refuses to refund monies. Reneged on deal made per complaint. Gate was broken on July 8, 2012 which did not allow movers to unload items into storage unit. Called in complaint July 8, 2012 when incident occurred . Told by rep to keep truck until incident was resolved by corporate. Truck was left on lot for the entire time dispute was being reviewed by corporate. GM called me on Wednesday, July 11, 2012 to resolve issue. The agreement was made to give (1) free storage unit to reimburse for unloading of Movers. Not be charged from July 8- July 11, 2012 for the truck sitting and complaint was being reviewed.Only be charged for the one storage unit and gas for the truck that was used in moving. On July 11, all items were moved rom truck and put into second unit and gas was put into truck and turned over to GM as was agreed. After that GM charged my account again for 76.17. Now GM is attempting to charge me for days complaint was being reviewed by corporate plus free storage unit given as reimbursement because Movers could not unload on July 8. I have GM on recording admitting to deal and agreeing to refund of $100.54.

Product_Or_Service: Rental space and truck

Order_Number: [redacted]

Account_Number: n/aDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to maintain the two storage spaces and the refund of $100.54 as promised.

Business

Response:

July 31, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, followed up on the information Ms. [redacted] provided. She informed our office that our GM of our U-Haul Center accommodated Ms. [redacted] by allowing an extra day with the U-Haul truck and also providing one month free storage. Ms. [redacted] was contacted and advised that no further refunds would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

The last response I received from the GM of the location states that my storage would be locked out on September 13, 2012. Not that I would get one free month as promised. He continues to change the terms of the agreement. So, I need to make sure we are on the same page with the one free storage unit and the one month free of the main storage unit as promised. I am also awaiting my refund of $100.54 or for it to be applied to storage unit. Please confirm.

Business

Response:

September 18, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Charlotte, reviewed the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email in response to her most recent comments. Ms. [redacted] relayed that Ms. [redacted] was given a free month of storage on each unit and reiterated that she was authorized one extra day with the truck at no charge. No further refunds will be issued. Ms. [redacted] also explained that at this time U-Haul has chosen not to renew Ms. [redacted]'s storage contract and she was issued an eviction notice in August. Ms. [redacted] was given a date to have her items removed from storage.

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

I sent this letter on a U-Haul customer service survey on July 28th and nobody from the company has contacted me in regards to this issue.

I reserved a truck online on June 16th (Order Number [redacted]). I visited the store the day of and decided that I needed to reserve a 17’ truck in order to execute my move from L[redacted]. My pickup date was on July 26th nearly 6 weeks after my order so I was unpleasantly surprised when I arrived to the [redacted] location on Friday and the employee tried to send me off in a 14’ truck. After I realized that this truck wouldn’t work for my move I asked her the size and she hesitated and then told me it was a 14’. I showed her my email that confirmed my 17’ truck order but she told me there was nothing they could do for me. Then followed with the statement ‘ this is all we have, so are you gonna take it or not?’ shortly after this the general manager [redacted] chimed in saying that my reservation was for a 14’ truck and that there are no trucks available anywhere. I work in the customer service industry and I understand that oversights occur but as a courtesy to paying customers it is a good practice to try and accommodate customers especially when the company is at fault. [redacted] didn’t even attempt to contact anyone or fix this issue for me and to be honest she seemed like she could care less. I personally chose to use uhauls service for this move and I am very dissatisfied with how I was treated during this transaction. I purchased moving boxes in the weeks ahead of my move and your services cost me $325, this could have been $325 given to another company that would have worked to accommodate ME the customer. I left the [redacted] location with a very bad feeling about uhaul and its services. After spending nearly 2 hours trying to troubleshoot my issues with uhaul on the phone I finally got an opportunity to go switch out the 14’ for a 20’ at the same rate. This transaction wasn’t as smooth but the guys at the 65th street location got the job done. I look forward to hearing form somebody in the uhaul corporation within the next week that would like to rectify this situation. As of now I don’t feel I could recommend your service to ANYONE for anything.