J.R.J. Tara Corporation

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: 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: On Sunday 12/29/13 I have rented a 14' truck to move my possessions from NJ to CT. On the way to CT it started to rain. Upon arrival, when unloading the tuck, I've noticed that my mattress is wet as well as other items like the tables and chairs were in small puddles of water but only the mattress and a couple of chair cushions got damaged. The entire left side of the mattress was soaked with water. Somehow the rain has penetrated the truck. I've called UHaul to file a complaint but I've been told that the company will not cover the damages. I've taken pictures of the damaged mattress and they can be available per request.

Thank you for all your helpDesired Settlement: I would like UHaul to fix the damaged over $800 mattress and refund my rental of $190

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and he will be filing a claim with RepWest Insurance Company.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On January 26, 2014 I went to the UHaul website to reserve a 6'x12' trailer and 2 dozen furniture pads to be picked up at Pappies Gun & [redacted] shop in Chickamauga GA on Feb. 1, 2014.

On January 31, 2014 I received a phone call from the regional manager informing me that they would not be to honor my reservation and that I would have to drive to the other side of Chattanooga TN to pick up my trailer.

After spending most of the day on the phone with the regional manager, they changed the reservation to Dalton GA and promised to reduce the amount I was charged to 100 dollars even to compensate me for the inconvenience.

On Feb 1, 2014, when I was already halfway to the new pickup location I was called and informed that my furniture pads where not available. I was told that there were no furniture pads in Dolton Ga and that I would have to go to yet another city to pick up furniture pads. Because I had to drive so far out of my way I did not have time to go to yet another city (I still had to meet the movers I had scheduled at a certain time), not only that the directions he gave me made no sense to someone who was not familiarly with the area. Needless to say, I had move my wife furniture with no furniture pads, or waste nearly 500 dollars of preserved mover time and hotel fees. The movers did the best job they could with out furniture pads, but some of my furniture was still scratched during the move (because U-Haul didn't hold my reserved furniture pads).Desired Settlement: I want to be refunded $40.98 to honor the original compensation that I was promised.

I want to be refunded an additional $20 dollars since they didn't have my furniture pads.

I want to be paid an additional $500 for damages to my furniture.

I want a total refund of $560.98

Business

Response:

February 16, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Knoxville regional office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She advised him of a refund for $40.98 she issued back to his Visa account and should post on his next credit card statement. Ms. [redacted] also mentioned that we did make furniture pads available for Mr. [redacted] but he stated he did not have time to retrieve them. If Mr. [redacted] wishes to file a claim for damages he will need to contact RepWest Insurance Company at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

While I am glad that they have finally honored the rebate that I was promised for the inconvenience of them not honoring my uhaul trailer reservation, they have yet to address the fact that their further incompetence caused me a loss of equity. I hold them directly responsible for this loss.

There reason for not compensating me is that they claim I did not pick up the furniture pads because I did not have time to do so. However, they failed to account for how their incompetence contributed to the lack of time and that their idea of offering furniture pads was spurious based on the circumstances around that offer.

1. I was sent 30 minutes (or an hour round trip) out of my way to pick up the uhaul, because they could not honor my reservation for a trailer at the location I had requested (they waited until one day before pickup to notify me and had an entire business week to make arrangements to honor that request.

2. 10 minutes before I picked up the trailer (I was already 20 minutes on my way), I was called and informed that the new pickup location didn't have the furniture pads that I had reserved. In fact I was informed that there were NO furniture pads in the entire CITY. I had already been diverted an hour out of my way, and at the last minute they informed me that I had to make a second detour, because they were not able to honor my reservation for something as basic as furniture pads in an entire city. I was told were I could pick up furniture pads, but I had no clue were to go or how far away that location was. I was already an hour behind schedule (again because of them), and they wanted me to make a second detour.

I am sorry, but this does not constitute honoring my reservation or request. I want to be compensated for my loss from the responsibly party, uhaul international. If they want to file a claim with an insurance company that covers business losses because of their own incompetence, that is their business, but I refuse to deal with a third party when uhaul is at fault.

Review: Put our stuff in storage at that location for a year and 7 months. We went to get our stuff to move and found mold all over our couches, table and everything we had for our house. We looked around the unit and found mold growing on the walls and ceiling of the unit. Found mold on in the hallway of the business and they had painted over it.Desired Settlement: I want the entire amount of rent we paid for the storage unit for the entire 1 year and 7 months.

Business

Response:

March 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, followed up on the information Mrs. [redacted] provided. She informed our office Mr. and Mrs. [redacted] were referred to [redacted] Insurance Company to file a claim for their loss.

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 contacted [redacted] insurance to deal with th loss of our property but I want UHaul to reimburse my rent of the storage unit for the whole 1 year and 7 months at $1900. [redacted] insurance said they will cover us for our damaged property and UHaul should give me my $1900 back since we were told the units are dry and clean and climate controlled.

Regards,

Business

Response:

March 7, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], Senior Staff for our Ohio regional office, reviewed the information Mrs. [redacted] recently provided. She advised our office that at this time Mr. and Mrs. [redacted] need to have their claim investigated by [redacted] Insurance Company. Once the claim is resolved and closed, her office would be willing to revisit her concerns regarding rental fees. Their decision will be based on the outcome of the resolution from [redacted].

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

Sincerely,

Executive Assistant

U-Haul International

Review: 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: break downs , left on the highway from 11;50 to 7:15 am , for blown tires , no food or water , father in law diabetic and needed food , repair company U-Haul contracted to repair looked for tires and didn't have them so just went home , had to get another company to come out , second repair , company was told wrong wheels and tires so they had to return back to shop to get right wheels , took 5 to 6 hours to repair in 98 degree weather on side of , again no food or water , had 2 dogs , was told just to leave truck and trail,er on side of road and go get some food and water , trailer tires was rubbing on frame and bolt rubbing thru tire , and lug nuts fell off two tires that had been changed , due to the excessive time sitting on side of road , our scheduled time to arrive in [redacted] , and to start job on the second of sept , was not able to do, and my father in law had a ride back home but due to all the delays and poor service he missed his ride and I had to fly him home , after 4 and a half days of work missed and lost money for extra food and gas , U-Haul had said several times they would pay for all extra expenses and even when turned in U-Haul equipment the dealer showed me , he was supposed to say how sorry he was for all the trouble , and that he was supposed to refund any extra expenses we had , he told me he was to small of a dealer , have called cust assistance several and finally they called and said they would giv me 300.00 credit back , and nothing for anything else ,I spent almost 2700.00 dollars for good equipment and professional service and got poor servce and a big sorry , hope you rent from us again , I need help please !!!!!!Desired Settlement: I want my expenses of extra food and motel , gas for idleing on side of highway for a total of 15 hours in 95 plus degrees with pets and 3 adults and refund back on the so called top quality equipment I rented for top dollar , and for the airline ticket I had to purchase to send my father in law home due to the poor road service that lead to being 2 days late to destination

Business

Response:

Thank you for your concern for our customer Mr. [redacted].Our records indicate two separate checks, each for $150, were issued to Mr. [redacted] on September 23rd as an adjustment for the two breakdowns he incurred with the U-Haul equipment. Mr. [redacted] will also be faxing over his airline ticket and phone bill for reimbursement of half the airline ticket and roaming charges during his breakdowns.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: extremely rude customer service from [redacted].

Picked up a U-Haul truck at the location on 1/13/2015 at this time the vehicle had trouble starting as witnessed by the employee. The employee advise what to do with the U-Haul were to break down. During various times throughout the day the U-Haul had trouble starting because of this and other reasons we were not going to be able to make our scheduled 7 AM drop off. When realizing that we would not make the drop off I called the one [redacted]-number to ask if this would be okay and to also advise of the mechanical issues were having. The Lady I spoke with on the [redacted]-number told me it would not be a problem to drop it off late. At 7 AM we received a call from the U-Haul location asking when we would return it. We told them the problem and said we still need to unload the truck and that it would be a couple of hours. I received a call one hour later from [redacted] asking when the U-Haul would be returned. I told [redacted] the U-Haul is currently being offloaded at another location and I was not sure how much longer they would be. He asked me if it would be back by noon and I said yes that should not be a problem. [redacted] then proceeded to lecture me about how another family and their kids are waiting. I again reiterated the problem we had and he continued to be rude. I then asked [redacted] if we would be charged a fee for dropping it off late and he told meDesired Settlement: I would like an apology from the employee [redacted]. I would like if the company could review proper customer service with him. I would also like a partial refund for the mechanical issues the truck had.

Business

Response:

March 27, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She relayed to our office that Ms. [redacted] came into our [redacted] U-Haul location on March 13, 2015 without a reservation and requested a 26-foot truck for her move. In order to fill her request, she was advised that the truck would need to be returned for a another families move that had a previous reservation for 7:00 am the next morning. Ms. [redacted] singed the contract agreeing to these terms. The next morning when the truck had not been returned, our Traffic Department contacted Ms. [redacted] to see when she would be returning the truck. She was told our next customer was being inconvenienced by not having the reserved truck for their move. We apologize if this came across as rude or threatening. We were merely trying to stress the only reason she was allowed to rent the truck the day before was because she agreed to have it back in time for another family that had made a reservation and was depending on us to provide them with a truck to make their move. Our records indicate Ms. [redacted] did call our Emergency Road Assistance line to report the truck was slow to start but had no issues while driving the truck. We show no further calls from the next three rentals reporting any issues with the same truck. When we made contact with the alternate contact listed on the rental agreement, we were told they were keeping the truck all day. We then relayed they would be charged an additional rental period. During that same conversation, we learned that Ms. [redacted] had actually rented the truck for a friend and she was not with the truck. Ms. [redacted] stated that all charges are valid and we followed policy when trying to get our truck returned for a reservation that was made by another family.Again, I do apologize for any experience that came across as rude. 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

I reserved a 14' truck for Clarion, PA. They gave me a larger truck 28 miles further away. This would have added over 60 miles to my rental. It would have taken me an extra two hours to move (1 hour to pick-up and 1 hour to drop-off due to distance). The cost to rent a larger truck is greater and the insurance fee is greater. The extra miles would have cost me an extra $47.40 plus tax. The extra time would have made me unable to move in a single day. The extra day charge would have cost me over $50. The extra rental fee for a larger truck was over $15. Their switch would have yielded them over $100 extra from me. I believe this is a scam because the right size truck is sitting in the lot of the location I had chosen. I phoned the customer service department to ask a switch to my original location. After holding for 25 minutes, the agent was curt and rude. She was argumentative. I asked her nicely to watch her tone, and to quit arguing with me. I was looking for a solution. Instead customer service wanted to prove her point and do nothing to maintain a customer relationship. I chose to cancel my reservation rather than pad the pockets of U-Haul when they clearly care nothing for me as a customer

I reserved a 26' truck along with various accessories. At 6:10 pm the day before the pick up was schedule, I received an email telling me exactly "We have a 26' Moving Van, Furniture Pads, Utility Dolly, Furniture Dolly and Appliance Dolly reserved for you and guaranteed tomorrow 5/31/2013 at 2:00 PM. We are located at [redacted].

If this does not work for you, please call us or reply at:

Then, at 6:25 pm today I received a phone call from them telling me the truck wouldn't be available until 2 pm the day AFTER my reservation! WTF! So, now it is 7:20 pm, all the moving truck places are closed and I don't have a truck for tomorrow to move across the state! What is up with this type of customer service! One minute everything is fine and I have a truck and the next, Uhaul here in Raleigh, NC changes my reservation AND has my credit card information in their system for a truck I can't use. AND, they leave me with less then 8 hours to find another truck from another carrier. This company has a pattern of doing this because the Penske rental people called me when I cancelled my order and told me this would happen if I used Uhaul. I'll never recommend or use this company again - for anything!

We were extremely disappointed in our experience.

(1)Our Uhaul was downgraded from a 17 foot to a 14 foot, which nobody told us until we called the day before our cross-country move to confirm our pick-up location. We were told there were no bigger trucks or trailers available in the area and we were not able to book a truck with another company at the last minute. As a result, we had to take the 14 foot truck. We had professional movers helping us who could not make all of our furniture and boxes fit in the smaller truck. They said it would have easily fit within the 17 foot truck, however. As a result, we had to get rid of furniture that we wanted to keep because it would not fit. Uhaul customer service was not helpful at all throughout the process of trying to find a solution to our issues.

(2)Customer service was unresponsive and non-sympathetic. There were many points throughout our move where someone in customer service could have gone an extra step to help us, but chose not to. For example, when we could not fit our furniture in the 14 foot truck (recall that we were downgraded from a 17 foot without anyone contacting us), we tried to reach out to Uhaul to get a trailer to tow behind our Uhaul so that we could take everything. However, we were told by a customer service representative that there were no trailers available within Chicago. However, she refused to look at trailers for us in the suburbs of the city which we could have easily traveled to. Simultaneously, my husband found at trailer available within a 45 minute drive. It is unclear to me how he could have found a Uhaul trailer easily and she could not. We asked to speak to a supervisor who informed us that we should have been offered a trailer when we picked up the smaller truck. She told us that she was transferring us to the regional supervisor who could help us. However, she only transferred us to another long queue with more unhelpful regional customer service representatives. We booked the trailer we found ourselves (6 x 12 cargo trailer) online as a result. However, when we called to confirm the reservation, we were once again told that only a smaller version was available (5 x 8). Unsurprisingly at this point, customer service was not helpful in locating a bigger trailer. Since the smaller trailer was a very expensive added cost ($600+), which we were told could not be compensated, and would still not accommodate everything we needed it to, we decided to forego the trailer and just buy new furniture upon our arrival. Please note that this would not have been an issue at all if we had never been downgraded in the original truck size we requested.

(3)The local store lost the keys to our Uhaul for a cross-country move, which were not informed about until we arrived to pick-up our truck. This delayed our trip and caused us to lose time we had paid for with our movers (who we had book for specific times on the morning of our move). The local store did have a new key made for us on the same day, but they did not communicate with us about when we would get the key so we were unable to make solid plans and caused totally unnecessary stress. They could have easily kept us updated on when the keys were made and when the manager was on his way to the store with the keys (apparently a 40 minute drive), but they chose not to. The younger man at the counter was polite throughout the process. The older man, however, was condescending and rude. I would never use or recommend this store location to anyone.

(4)When we arrived at our destination, the contents of our Uhaul were wet. The movers who were helping us unload informed us that the Uhaul was “water-resistant” but not “water-proof.” This was not a welcome surprise and we had many things damaged as a result.

(5)When we dropped off our Uhaul after our one-way move, we were greeted with a wrong-destination change from the dolly that we rented from Uhaul. We were never informed that there would be an extra charge for renting a dolly for a one-way move. This was the icing on the cake of our terrible experience with Uhaul.

My family and I are moving from Amarillo, Texas to San Antonio, Texas tomorrow. Our mover called us yesterday to let us know that large truck he planned on using to move us was not load-worthy, so I called u-haul to rent a 26 foot truck. I asked specifically if there was any chance of u-haul contacting me the day before to let me know there would not be a truck and I was told there was no chance of that and that it would be a guaranteed reservation. Upon taking my credit card information, the woman gave me a "guaranteed reservation number"...those were her words, not mine. Today, I get notice from u-haul that they have no truck available for my move I have been meticulously planning for 2 months. They offered me an opportunity to drive 320 miles round-trip to pick up a u-haul in another city. There was no remorse, no apology. This is the SECOND time u-haul has done this to my family this month. I do not believe a company should take guaranteed reservations and not deliver on their goods.

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.

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.

I am writing in regards to my recent experience with Uhaul. My girlfriend and I recently moved to Las Vegas from Albany, NY. We chose Uhaul as we had used their services before, it was never exceptional although we never had a real problem. We placed a reservation for a Ubox over a month before the move date thinking it would be the easiest and cheapest way (as advertised) to move the few pieces of furniture we had. However, I arrived at the Albany Uhaul on the scheduled pick up day to find they did not have a box for us. Employees were riding around on bikes outside while I waited with a friend (who was helping me tow the box) for over two hours. Although it amazes me that they weren't prepared for something I had ordered a month prior, this was really just an inconvenience, albeit unprofessional, and only the beginning of the problems. We knew it would take a while for the box to arrive in Vegas, but I was surprised when they called to say the box had arrived but they had no way to get it to us for another week. The cost of them just to bring it from Henderson to our house and back was around $180, so we decided to take the initiative and rent a truck to bring the box up ourselves. This for us was a 40 minute drive each way. When we got back to the house we took the plastic covering off the box and discovered there was a pad lock on it. We called the office in Henderson and they had no information about the box having a lock. Apparently it was done in New York, but the office never wrote it in the notes and didn't ship out a key. Now we have to drive 40 minutes back to Uhaul to get something to break the lock and another 40 minutes home. After all was said and done we put an additional 180 miles on our car and wasted hours of our time. I called Uhaul the following day to speak to someone about the problems we had had. The office in Henderson worked with us well enough, but my phone calls that day consisted of me being passed from person to person with no real answers. I was told to call the New York office, which I did, but received no response from them. I spoke with multiple people in the corporate office who assured me a resolution would be reached in the next three days. The only 'resolution' I received was an incredibly rude phone call from the manager in New York. I have spent hours on the phone with multiple people over the past week and, because of the way I have been treated, I felt inclined to write this complaint. The box itself cost over $1400, the moving to and from Uhaul cost another hundred or so, not to mention the additional miles and gas money spent for something that should not have been a problem in the first place. We have wasted time and money that we should not have had to spend. The New York office half-assed every interaction we had with them and this whole experience has been the worst part of our 2,600 mile move. I will never use this company again, and from the reviews and ratings I see elsewhere I would suggest that they change their business plan to actually accommodate their customers rather than make their move an expensive nightmare.

I reserved a uhaul for a moving day only to find they had given the truck I reserved to a long distance trip to FL when I complained to the company they were rude and the head person was suppose to call me the next day to apply a discount and guess what I recieved no call

I was quoted a rate over the phone to move from Va to SC and when I went to pick up my truck and trailer, it was a lot more than I was told. The young lady told me it was just an estimate the guy on the phone gave me and also he didn't put in enough miles. I was irate! Because not only did I take off work for this move, the Uhaul girl still held up almost 400 dollars on my card. I found that out the next day when I attempted to reserve a truck with another company. Bottom line, I took off work,wasn't able to get my furniture and my money was held up.

I put in a complaint to Uhaul and they told me someone would call me back. No one did yet so I called them and was told well we released your money so the case was closed. Wow! The intention for my complaint was to get to the bottom of the recording of the employee quoting me one thing and being charged way more.

I've used Uhaul plenty of times in the past and that estimating error has never happen. Whatever I was told on the phone is what the price was on pick up. The employee messed up.

I booked a truck online and was clear that I wanted the truck with extended mileage. I was quoted $369.50 on the phone which is what matched my rate online. I called because I was booking a truck and a trailer from 2 different locations and wanted to insure that it was all together. I was told the "hold" on my credit card would be $85 and I could either pay in cash or use my credit card upon return. I was told when I left my job site to pick up the truck that I would have to put the full rental value on my credit card or else no truck. I then called to cancel trailer because I have other options in Calgary and was told that u-haul could do something for me they should not have held the full amount. After 4 different call forwards and 2 rude people I was told by a manager "OMG are you really gonna try and tell me your whole story? We have other people on hold. Do you want the truck or not? We will call you back when we have time to chat." Very condescending very rude. I made a point of being pleasant and have now decided that I will take business elsewhere and use social media to tell others

I will NO LONGER be using UHAUL after my frustrating experience and their utter disregard for customer service last week:

I reserved a truck 1.5 months in advance. A few days before my move I received an email stating that the truck size I requested (17-foot) might not be available at my chosen time or location and that I may have to change my move time and pickup location. I called the regional office and spent a half hour on hold before finally reaching a person. I told her I'd be willing to downgrade to a smaller truck (14-foot) if she could guarantee the smaller truck would be available at my chosen time and location. She said there were more of the smaller trucks available and that I'd "not have a problem" getting one where and when I booked it. Based on this information, I had her change my reservation from a 17-foot to a 14-foot truck. I received a text message the afternoon before my move stating I'd have to change my pickup time from 8 a.m. to 1:30 p.m. and would have to drive to a different UHAUL location to get a 17-foot truck (remember, I had changed my reservation to a 14-footer). This was not acceptable because friends were coming the following morning to help move. I called the UHAUL customer service (misnomer) office again and this time waited on hold 45 minutes before I spoke with an agent, who promptly placed me on hold again without my consent for another 15 minutes. When an agent finally answered, she informed me that no trucks (17- or 14-foot) were available in my area (a metro area with several UHAUL locations) until the afternoon of my moving day. I told her this was unacceptable and asked her to pin down a truck for me. She finally did, and it was 50 miles away. I also requested a substantial discount for my time and hassle, an extra day and more mileage, all of which she agreed to. When I picked up my truck from the remote location, the computer database at the local office did not show the discount and extra day I negotiated, so I had to nicely but firmly explain the situation. They finally agreed to the discount but not the extra day. The truck itself was new, nice and well-maintained, and the move went smoothly. I dropped off my truck to the location I chose initially and deposited the keys because they were closed. I received a call that evening from a person asking when I planned to return the truck. I told him I had already returned it. As it turns out, UHAUL changed my dropoff location without informing me. No surprise there. I recommend avoiding this company unless you enjoy babysitting, hand-holding and have patience for incompetence and complete disregard for customers. As with most things in life, you get what you pay for.

On the night before moving from Brooklyn to Boston I was informed that my vehicle pick-up location was changed from a 15 minute bike ride away to an hour and a half train ride away, and from 7am to 10am. I called the original pick-up location, the new pick-up location, and U-Haul central, and over the course of 2.5 hours was hung up on by at minimum a dozen different people, transferred to incorrect departments, given incorrect contact phone numbers, had my calls screened, and was laughed at when I gave someone my number in case we were disconnected and asked to please not be hung up on. There was nothing for me to do but accept having to go to the far away location in the morning. Starting the moving process 4 hours later than anticipated made the entire experience exponentially more difficult. Not to mention the excess expense of having to pay for the train to the pick-up location. I will never use U-Haul again.