J.R.J. Tara Corporation

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

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

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

Product_Or_Service: Uhaul truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Review: I went in the afternoon of 11/1/2013 to rent a U-haul to make my move to [redacted]. Upon renting I asked the gentleman "Does the cab seat 3?" He said that the cab of the moving truck did, in fact seat 3 people. I signed the paperwork and paid with my bank debit card the amount of $542.62. I got into the truck and immediately noticed that the cab only has 2 bucket seats. This is unacceptable to me because I have a 6 and 3 year old and they my be in a car seat and seat belt at all times. I went back in to the facility and informed the dealer of this. He was a very polite man and immediately refunded my account. However, when I got home a couple of hours later and happened to look into my bank account, the money was still being held from my account. I called U-Haul and the only answer I got was "wait 3 to 5 days". I DON"T HAVE 3 TO 5 DAYS!!! So I instead went directly to my bank, [redacted]. There were 2 or 3 ladies that took charge and jumped through hoops to release my funds for me. Their actions included contacting the dealer in [redacted] and having him fax them the same paper he gave me stating that he had refunded the money into my account. This process took [redacted] Bank several hours, but they exhibited EXCELLENT customer service and made sure that this was done for me. I woke up this morning (11/2/2013) and upon checking my online bank statement I had found that U-Haul had, yet again, removed the $542.62 from my bank account, leaving me with $1.22 in my account as useable funds. I contacted U-Haul immediately and spoke to a woman named [redacted] at approximately 8:20 am. [redacted] took the phone and fax numbers for my bank and promised to have the situation remedied. I didn't hear back and so I called again (###-###-####) and spoke with a man named [redacted] at approximately 8:50 this morning. He was VERY rude and unprofessional and stated simply "you'll have to wait until Monday" I asked to speak with his manager and he then informed me that he IS the manager and that he does not have a boss. I hung up and immediately called back and spoke with a girl named [redacted]. [redacted] went to her manager and said that they were unwilling to help me until Monday. I have worked in customer service settings for years and, at ANY of the companies I have worked for, if I had hanled a customer's situation with such nonchelance and poor customer care, I would have lost my job immediately. Over the last 7 years my husband and I have used U-Haul services many times. I would venture to say that we have probably spent upwards of $10,000 for U-Haul services. I am VERY disappointed in the lack of customer appreciation, care, and service. I am EXTREMELY inonvenienced by this situation and am now financially strapped because I cannot gain access to MY money! Money that I along with [redacted] Bank have already worked to place back into my account. Only for U-Haul to turn around and tell me that they can take my money on a Saturday, but can't return it to me until Monday. This situation is absolutely appalling!!Desired Settlement: I would like for U-Haul to immediately replace the $542.62 into my account, I would like also for them to be responsible for ANY and ALL late fees on bills, overdraft fees with my bank, a formal and professional apology from U-Haul's upper management, I would like for the U-Haul company to take this situation and incorporate this as a training technique for future employees and teach them a little better how to properly provide customer service, and lastly, I would like for [redacted] (the manager with no boss) to experience reprimand such as demotion, re-training, or termination. Thank you.

Business

Response:

November 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate both the charge and the credit were processed on November 1, 2013. A credit card company will know of a charge immediately due to the fact we had to obtain an authorization from them at the time of the debit. That dollar amount is put on hold by the credit card company. When the actual charge is received from the merchant, which can take approximately 3 days, the debit is applied to the card holders account. However, an authorization is not needed to issue a credit to a credit card. The credit card company does not know about the credit until they actually process the transmission, which can also take approximately 3 days.

Notes in the file we have set up for Mrs[redacted]in our Customer Service Department indicate we faxed information to her credit card company advising them we issued a credit to her credit card for the same amount of the charge in an effort to have them post the funds back on to her account.

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

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

Business

Response:

November 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Consumer

Response:

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

To whom it may concern:

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

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

Business

Response:

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Business

Response:

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

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

June 2013

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

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

September 2013

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

October 5, 2013

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

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

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

October 22, 2013

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

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

February 1, 2014, present date

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

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

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

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

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

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

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

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

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

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

Damaged Items:

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

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

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

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

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

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

Stolen Property:

1. Lawn Mower-($600)

2. Weed eater($150)

3. Skill saw ($200)

4. Jigsaw($70)

5. Three Drills ($450)

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

7. Ratchet set($250)

8. Drill bit (set)($30)

9. Drill drive set($15)

10. Hole saw set ($15)

11. Three Hammers (set) ($75)

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

13. Metal tool box ($150)

14. Two vice grips($40)

15. One channel lock ($15)

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

17. One crescent wrench($30)

18. Sawzall ($300)

19. One miter box($50)

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

21. One Penetration shovel ($100)

22. Two round point shovels($30)

23. Two hand pruners ($35)

24. One shop broom($50)

25. Ten extension cords ($200)

26. One six foot ladder ($80)

27. One wet/dry vac ($65)

28. Attachments’ for shop vac ($45)

29. One mizuno Catcher mitt($200)

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

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

32. Two night stand lamps($150)

33. One set of car ramps($70)

34. Two north face jackets (340)

35. Two north face sweaters ($115)

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

Business

Response:

February 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

[redacted] & [redacted]

Business

Response:

February 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

[redacted] & [redacted]

Review: I placed and order that was confirmed for a UHAUL truck on March 17, 2014 for March 24, 2014. It was to pick up my UHAUL truck from [redacted].

I went through the process of online checking in a few days ago. Today, I received a text stating I would have to go into [redacted] off of [redacted]. I was on the phone with customer service reps from [redacted] four times, the [redacted] location twice, and finally, the [redacted] regional office assistant manager, who was rude and said other people made plans before mine. Well, I was not communicated this, and I refuse to not have my contract honored.Desired Settlement: Let me get my UHAUL truck at the [redacted] location on the correct date and time, as they promised me.

Business

Response:

March 24, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] South and SW Suburbs regional office, followed up on the information [redacted] provided. She informed our office [redacted] secured her truck rental at her desired pick up location this morning.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I had an order with Uhaul to ship a Ubox from [redacted] on 12-17-2013 to [redacted] on 12-31-13. When I called to verify that it had arrived I was told that it had not even been shipped and had no intention of being shipped from [redacted]. I requested a rate change, as I didn't think I should be paying the original full price, and was told that the only option was to pay full price and submit a complaint after everything was completed. Now that things are completed, I have tried to submit a complaint two times, calling and e-mailing multiple times, only to be blown off both times.Desired Settlement: I paid for a service that I did not get. At a minimum I should get some sort of refund adjustment to what I paid, and because Uhaul has blown me off so many times, and the fact that due to them not shipping my items I was required to sleep and sit on the floor in my new place until my items arrived, a full refund would be appropriate.

Business

Response:

March 26, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed our office she spoke to [redacted] and addressed his concerns and was also able to reach an amicable resolution. [redacted] will issue a refund in the amount of $692.50 as an adjustment on his move when she receives confirmation from [redacted] that the hold on his credit card has been dropped.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: We returned the truck with the appropriate fuel level according to the contract we signed.

They applied a $30 fee and additionally applied another unauthorized hold against my

credit card. They are very dishonest in their dealings and cannot be trusted. Made up

reasons to take money from someone is the same as stealing.Desired Settlement: They should be investigated for their unscrupulous business practices.

They should not get away with charging customers $30 for $1 worth of fuel.

It is a total rip of! I just want them to be

stopped from doing this to someone else. I wont use them again and

will encourage others not to either. If my other fees they have on hold are not returned to my account

I will file criminal charges.

Business

Response:

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]'s rental contract shows the fuel charges were reversed and refunded back to his [redacted] account on April 6th.

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: Poor billing practices and unwillingness to return phone calls. Not providing assigned space without having to have their vehicles moved (twice).

Before the end of the month I tried to log into the account and pay the upcoming amount due. It showed that there was no payment due for 4/1/2014. I honestly thought this was due to the fact that I had other inconveniences (noted below) with your facility.

A few days later while on a camping trip, I received an email stating that my account was past due and a late fee had been applied to my account.

After I returned from my vacation, I called and spoke with a woman concerning the late charges. She explained how the interest website does not show an amount due until the actual due date (That's just stupid). Why does ANYONE make a payment when the account shows a $0.00 Balance Due? She stated that she didn't see much of a problem with adjusting the account and that the manager was not in and she assured me that I would be contacted by the local manager. I was NEVER Contacted.

Again, I logged into the account thinking I could just pay the amount that I believe that I owe and the website doesn't allow for adjusting the payment amount.

I will not pay a late fee simply because U-Hauls web site doesn't update their accounts until ON THE DUE DATE.

Furthermore, TWICE, I had brought my travel trailer to this location for storage and had to ask to have U-Haul trucks removed from my storage space. Considering the fact that I would be paying for this space, I believe this to be very inconvenience and a violation of my rights to have the space available when I need it to be.

Currently my RV is not stored at your facility and I will not be returning. Unless this account is cleared up, you will be hearing from the Revdex.com regarding these complaints.Desired Settlement: Cleared account, $0.00 Due and account closed. No further contact.

Business

Response:

April 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

We contacted our GM, [redacted], for our U-Haul Moving and Storage of Beaumont, regarding Mr. [redacted]’s concerns. He explained the parking issue has been corrected. Mr. [redacted] spoke to Mr. [redacted] and offered his apology for any misunderstanding regarding the payment. The storage account has been closed out although there is still a monthly fee and a late payment due. The charge has been removed.

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 is not completely satisfactory. For your reference, details of the offer I reviewed appear below:

After the manager finally contacted me (denying that he was aware of my e-mailed

complaint and phone conversation with their customer service. Why did he

call if he didn't know?), he agreed to remove the charges and zero out the

account. Although he was apologetic and blamed the fact that they were

using my space for parking due to their lack of storage space, I insisted that was

not my problem and that it was inappropriate for them to utilize a rented

space for their moving vans and expect their customer to pay for a space that

wasn’t always readily available to the customer.

Furthermore, the statement "although there is still a monthly fee and a late payment due.

The charge has been removed." seems to imply that they did ME a favor and

they have reluctantly removed all charges.

Although I am reasonably satisfied with the results, I believe that the wording in their

statement should have been more apologetic rather than stating that I owe

them money and implying that they are doing me a favor by removing the balance.

The fact is, U-Haul utilized MY Rented space just

as much or more than I did. Unethical practices....plain and simple.

Regards,

Business

Response:

April 18, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be assured that our intent was not to come across as though we were doing a favor for Mr. [redacted]. I apologize if that is how it was perceived. When the issue of the parking of our trucks was brought to our attention, we rerouted them to prevent any further inconvenience for our customers.

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: We had the absolute worst customer service experience of my life. We initially reserved a truck from Uhaul to move from [redacted] to [redacted] to coincide with my fiances interview. That truck was not available for some reason so we made an extra trip to [redacted] for the interview. We rescheduled the truck and then was told it was ready in [redacted], not [redacted] where it was reserved. We got a call about 15 minutes later telling us one just came in. The truck had issues about 20 miles into the trip. The ABS and brake warning lights kept going on and off. We pulled into a rest stop west of Indianapolis and reported it. We were told to go into Indy to a service center (off our route). When we got there we were told they couldn't fix it. Called uhaul again and described what was happening. Was told it was not the brakes and truck was safe to drive. Got into southern [redacted] with same lights flashing the whole way. Going down a mountain, they lights stayed on and an alarm sounded steadily. Pulled into truck stop and called roadside assistance. Someone came and looked at it and said it was the wheel seal and bearings going out. There was fluid all over the right rear tire. Uhaul called the mechanic back and told him not to fix it but they didn't call us. I called them back and was told repeatedly by several people the truck was safe to drive! 4 hours later I drove another 50 miles and we stopped for the night in [redacted]. The next day we drove to a nearby garage. They said it was not safe to drive and they called uhaul for us. Another mechanic came out and said it was not safe to drive and the wheel seal needed replaced. We followed him to the garage and 6 hours later it was fixed. He replaced the wheel seal, the 2 right rear tires, and 2 sensors. This delayed us a total of 30 hours and we had to reschedule the people who were meeting us to help us unpack. There is much more, but I am running out of room. I requested a full refund and was told he would get back with me. Never happened.Desired Settlement: I would like a full refund due to the fact that we were delayed, had to make an extra trip to [redacted] because of that, had my concerns about dangerous driving conditions ignored, delayed 30 hours on our trip, and a total disregard for my safety and customer service.

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the rental agreement.[redacted], our President for our Central [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed their concerns. He relayed we did accomplish as a company to help them complete their move to their destination but not without delay or aggravation and for those reasons, he advised her of a refund for $1,000 as an adjustment on the rental fee. The refund was issued back to their Visa account and should post on their next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

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

Business

Response:

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

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

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM for our U-Haul Moving and Storage at [redacted]. located in [redacted], followed up on the information Ms. [redacted] provided and sent her the following email in response:Ms. [redacted], I am writing this e mail in regards to your recent complaint with U-Haul. I first would like to send a apology if in any way any of my workers were rude or unprefessional in any way to you. Also I would like to let you know we will refund the 30 dollars back to your card if you can just give me a call to do so again sorry for any problems this may have caused for you and we will consider this matter resolved once refund is done. Have a great day and we hope to have you back at U-Haul as a loyal customer. Sincerely [redacted]Our records indicate the refund for $30 was issued back to Ms. [redacted]’s [redacted] account on September 19th. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: On 8/16/2014 I completed a rental from zip code 23063 to 23231, which is approximately 50 miles. Because I was doing a one-way rental, I was quoted a rate of $155 and on the Saturday when I picked up the truck my credit card was charged $176.I was contacted the morning of the rental by someone that identified themselves as the owner of the location where I was picking up the truck. He suggested since I was doing an intown rental, it would be less expensive to rent it and return it to the same location as the charges would only be for days/mileage. I agreed to that. When my husband and I got to the location, the truck was not there and after waiting 15-20 minutes the truck arrived. The truck was full of garbage that my husband and I cleaned and gave to the young lady in the store to dispose of.We returned the truck on Sunday and I personally cleaned the truck out! I received the electronic billing statement and there were charges on it showing I owed an additional $264.45 (plus a $30 fee if aid late). I promptly called Uhaul and issued a complaint at which time I advised the representative of all of this and the fact that I would be on vacation from 8/23-9/3.I never received any follow-up calls, emails or notifications. But my card was charged $284.99 and I need Uhaul to refund my money. I was charged for both a one-way rental and a daily rate (it cant be both).I was charged for 2 days at $39.95.we picked up the truck at 8 AM and returned it the Sunday which I was told would be considered 1 day.I was charged $264.45 for mileage charges for 205 miles. There is no way that is possible since we NEVER left Virginia and went from 23294 (truck pick up) to [redacted] (Goochland) to [redacted] (Henrico). There was a $50 cleaning fee. I personally cleaned the truck out. The only items left in the truck equipment that was from the previous renters (a dolly, blue U-Haul blankets and 3 boxes).I have contacted customer service and I am not getting any help or assistance.Desired Settlement: The total amount I was charged for this in town move was $430.99, which is absolutely ridiculous. I would like my account reviewed and my money refunded back to me.

Business

Response:

pursuant to our conversation on 10/13 this issue was forwarded to aor corporate office in Phoenix, Az and their finding was that that all charges are accurate

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

Business

Response:

January 8, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

Product_Or_Service: Storage and Transportation

Order_Number: [redacted]

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

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

Business

Response:

December 19, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

January 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

Sincerely,

Executive Assistant

U-Haul International

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

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

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

Business

Response:

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Business

Response:

May 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our Executive Assistant for our Atlantic Canada Regional Office, reviewed the recent information from Mr. [redacted]. She informed our office, as relayed in my previous response, Mr. [redacted] needs to contact the claims department at ###-###-#### to pursue his claim.We continue to be committed to providing our customers with the highest standards of service in the do-it-yourself moving industry. Thank you for bringing this matter to our attention and allowing us to offer another response.Sincerely,[redacted]Executive AssistantU-Haul International

UHaul is great. I had problems with my truck during my move (which happens in the course of life) and they made sure my belongings got to my final destination as quickly as possible and took care of any extra expense directly related to the breakdown. [redacted] (regional president) and [redacted] (GM) are class acts and they were a pleasure to work with.

My wife placed an order for a 26' truck on 6-22-2013. By 6-28-2013 we were not contacted by a U-haul representative so we contacted the local U-haul supplier. They didn't have any request in their system for a truck, and had no record that we had requested a truck, so there were no trucks available. I called U-haul to try and get something else. The U-haul representative tried to help but could only find 1 truck available the day we had requested. The truck would not be available until 6:00 pm and was about 200 miles out of our way (round trip). I requested a covered trailer instead. The U-Haul representative said there was a trailer at Timm's Auto Slaes in Webster City and confirmed that it would be available for pickup at 8:00 am. She said she would take $30 off our rental for the inconvenience and I was issued a confirmation email confirming the trailer was available. When we arrived in Webster City there was no trailer and they had not had any trailers even when the order was placed. If U-haul had just said no equipment was available when we made the initial order we could have made other arrangments. Instead, U-haul broke 2 contracts.

I sent a voided check in for them to set up automatic deductions each month from my account. As the next month came, it wasn't set up. I started receiving late notices via e-mail. I called, no answer. Called about 3 times once a week, and by that time I received a second late notice with additional fees. So I finally got someone on the phone, he admitted to seeing the check that I mailed in, but informed me that it was used to pay that months storage rent and not to set up the automatic deductions. So as I begin to set it up then via phone he told me I would have to pay my storage fee including the late fees, I stopped him and replied to him that I didn't feel I was responsible to pay the late fees, seeing that it was the stores mistake for not setting up the automatic deductions from when I mailed the check in to do so. So he said he was able to only waive one late fee. I didn't feel like I should have paid any late fees. This wasn't my mistake. So the end result is I had to pay the storage rent and one late fee at the end of that conversation. The customer service sucks and people don't have the money to waste on behalf of the company's mistake, that they didn't own up to and didn't correct.

I am rating this is one star because there is no ZERO star. We called their phone number to inquire about installing a towing hitch (for a bike rack) immediately as we are going on vacation that evening and would like to take our bikes. The call was answered by the call center. They said that the hitch for our car is not available and that their LODI location has the hitch and that they can install that day. The reservation was given set up by a [redacted]. So we packed our bikes temporarily inside the SUV, purchased the bike rack at sports chalet and drove 45 mins to that location at the time set. We needed the bike rack installed as half point on our vacation we will have more people in our car that the bikes can't be inside the SUV. When we got there, the associate, [redacted] said that there is no one available to install it. So I asked why would your company set a reservation when nobody can install it and his answer was not really making sense "it is booked online". I wonder how many people has been inconvenienced by this system. He wouldn't even try to find a solution for this and simply gave us the impression that he really doesn't care. He gave up easily in contacting other areas near where we will be or along the way.
So we drive to my mom's house in Stockton to think of a plan B. While we were there, we called their Stockton branch and another girl, [redacted], indicated that Stockton has the hitch available and they are also available to install it and gave us another reservation no. It's a good thing that I called back again and insisted to talk to the person that she said I should contact about the installation because AGAIN there is nobody there to install it.
Now, for the love of [redacted], what kind of system do they have? Just booking reservations when they don't have the ability to perform it. This is a exhibit of HORRIBLE CUSTOMER SERVICE. It has cost us money, gas, and time which the person we dealt with at the LODI branch couldn't care less. OH one more thing, when my BF and I were discussing that we should contact an independent shop around to install a hitch, and he has the guts to say, "oh you can buy the hitch from us." Is he serious? The already inconvenienced us and they still want to make a SALE.
I am also forwarding this to Revdex.com and local TV stations in the SAC area.