J.R.J. Tara Corporation

Review: I rented a 26 ft U haul truck on Thursday. The 14th of June 2012. I drove the truck a little over 200 miles round trip. I picked the truck up in Winamac Indiana at Best Lil Video, paid my deposit and then left. When I started down the street, I noticed a whining sound until it shifted out of first, then it was fine. I assumed that this was the way it was supposed to sound as I had never driven one before. I put 60 dollars worth of gas in this truck before leaving Winamac and drove all the way to White Pigeon Michigan, the whole trip the truck kept up the same whining sound and felt like it was bogging down, in other words it felt like it was having a hard time shifting into the next gear. When I left White Pigeon Michigan and started back, I made it to 20 and headedwest towards South Bend. I was approximately 17 miles outside of South Bend when the truck began dinging and a light kept flashing. I made it to an off ramp and it quit. I then tried to start it and after the 3rd attempt it started. I then drove it approximately a block before I could pull into a store parking lot and shut it off. There was steam pouring from under the hood. When we raised the hood we discovered that the clamp that holds the hose on for the reserve tank for the radiator was gone and so was all the water. My son and I not only sat in that parking lot for over 2 hours waitng for it to cool off, but then had to walk over a block to carry four gallons of water to the truck and had also bought a gallon of antifreeze before we even got the water and of course discovered that it needed a whole lot more than a gallon. We also bought a new clamp and a quart of oil as it was also a quart low. We then started home. I kept a close watch on the oil pressure as the light for the oil was still on. I then noticed that the truck was beginning to not only whine in first but in second as well, by the time I made it to U.S. 31 South the truck was not only whining in 1st, but in 2nd as well and then by the time it hit third it was not.Desired Settlement: I believe that I am entitled for more compensation other than the 14 I was re embursed by Best Lil Video for only antifreeze and a clamp. The truck used way more gas than it should have because of the way that it was whining and bogging down between shifts. I put 190 dollars in total in gas. I think that U haul should reemburse me for at least half of that and the price of the rental because of the hell we went through trying to get back home. These trucks need to be inspected before they rent.

Business

Response:

June 25, 2012

Thank you for your concern for our customer Ms. Consumer.

Mr. [redacted], our President for the U-Haul Company of Central Indiana, followed up on the information Ms. Consumer provided. He informed our office he researched her rental further and issued a full refund in the amount of $220.00 and canceled the Promissory Note.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck from this location 7/14/12. My estimated charges were $46.96. I called the next day to find out what my actual charges were and was told $97.21. I was told it was for fuel charges and the use of their hand truck. I briefly explained that I didn't use their hand truck and replaced the fuel I had used and have pictures showing the before and after mileage, and the gas gauge before and after I used it. She told me she would reimburse me for the hand truck. I would also like to add that the amount of gas the contract states that was in the truck when I rented it was incorrect. It stated on the contract that the tank was 7/8 full but the picture I took of it is on the line betwen 3/4 and 7/8. The girl that answered the phone, she said her name was Tony, challenged me to come to the U-Haul location and show her these pictures. I did it annoyed and feeling inconvenienced that I had to show this rude employee that I did in fact take pictures with the times I took them. I stopped what I was doing and showed everything this girl wanted to see. After proving my case her final response was, "pictures don't justify anything." She only refunded me back $42.00 of the $54.55 that is due to me plus whatever sales tax difference I am owed.I am highly unsatisfied with the service I recieved and wrongful charges. I am more than happy to provide these pictures to Revdex.com. I also want to say that at the same time I was there, a guy was utilzing their trash bin outside after being told by one of their employees that he can throw his small box of trash away. After doing so another employee told him he needs to pay $20 for doing so. The guy said, "What??" and started climbing in the trash to retrieve it. The second employee then started yelling at him saying he can't climb in there. It seems that this team of employees need to be let go or shown what professionalism is because doing rentals in sunglasses and being disgustingly rude to customers is not doing so. I will never rent from here again.Desired Settlement: I want the remainder of what they wrongfully charged me, $12.55, plus reimbursement for my gas and time to get there.

Business

Response:

July 23, 2012

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

Mr. Kristofer Gee, our GM for our U-Haul Moving and Storage at Orchard Street, followed up on the information Mr[redacted] provided. He informed our office he spoke to Mr[redacted] and reviewed the rental charges with him. He concluded that Mr[redacted] was wrongfully charged for fuel and advised him of a credit for $30.00 back to their credit card. The credit should post on their next credit card statement.

As we value Mr[redacted] as a customer, Mr. Gee also sent him a $50.00 VIP Certificate to help offset the inconvenience he experienced. The Certificate 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 and tape. We also sell permanent hitches, propane and locks.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: My husband and I rent a U-Haul from a location in Revere, Massachusetts on Saturday, July 28th to assist us with our move. This was supposed to cost somewhere around $65 when all was said and done. At about 8pm on that day, the rented U-Haul broke down and would not start back up. My husban, [redacted], called U-haul's customer service line and was told that a tow truck would be called and that he would receive a call back with the next steps (as we still had belongings in the truck). A tow truck came but [redacted] never received a call back. It was now 10pm and he was forced to have the truck towed to our old apartment and left overnight in a vacant lot (unlocked) with our belongings inside. The next morning he contacted U-Haul again and, after receiving a lot of grief from the desk associate at the individual location, was able to get a much smaller truck for the day to be able to finish our move. After several more phone calls to and from U-Haul's customer servie line, [redacted] and I were assured that we would not be charged any of the 3 pending fees that were showing on our bank statement. Today, I checked my account and found that, not only had all 3 fees (totaling $231.50) gone through - but they had also caused my checking account to overdraft - prompting $70 in overdraft fees.Desired Settlement: I want my $231.50 refunded immediately and I want to be compensated for the $70 in overdraft fees that U-Haul caused my account to be charged.

Business

Response:

August 16, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Boston, followed up on the information Mrs. [redacted] provided with her Area Field Manager, Mr. [redacted]. Mr. [redacted] sent Mr. [redacted] an email offering his apology for the inconvenience we caused and explained, in addition to the credit for $115.33 for their 1st rental issued on August 9th back to their Visa account, he issued a supplemental credit for $81.60 to cover the overdraft fees and 10% off the second rental. Both credits should post on their next credit card statement. Mr. [redacted] included his telephone number in case they had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: On August 31st, I checked out a UHaul in Brighton Ma. (A 14 foot truck, when I requested a 17 foot truck, and no furniture pads that I had requested 2 months earlier) I packed up my and my boyfriend belongings in the truck and unpacked them on September 1 and the Uhaul was returned to Uhaul in Somerville, located at 151 Linwood St. On September 4th, I received an email from Uhaul with a receipt that has me checking in my Uhaul on September 4th in Edison NJ with a charge of $220.89. It appears that the Somerville location did not properly check in my Uhaul before renting it out again. I called Uhaul on September 4th and was told someone would call me back. I called Uhaul on September 5th and no one could figure out why this happened and was giving the regional managers name, Ramone, and his phone number to call him. (His phone number is 800-344-2212) I called Ramone on September 6th and left him a message because I was told he was out of the office. On September 7th, I called again and left him a message, still with no one calling me back. I have filed a dispute with my credit card company over these charges.Desired Settlement: I am requesting that Uhaul reverse these charges and someone from a corporate office calls me to explain how this could have happened. I am also requesting a partial refund of $150 for getting the wrong size truck and not the equipment that I requested and for wasting 4 days calling a company that does not have enough courtesy to call a customer back.

Business

Response:

September 14, 2012

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

Ms. Maria Nadeau, our Executive Assistant for the U-Haul Company of Boston, followed up on the information Ms. [redacted] provided. She informed our office our Traffic Manager left a message for Ms. [redacted] requesting a return call. It is believed there was some kind of mix up and the truck was given by mistake to another customer that had a different truck and Ms. [redacted]'s contract did not get closed out. A refund for $220.89 was issued back to Ms. [redacted]'s Master Card account and should post on her next credit card statement. Our Traffic Manager, Mr. Ramon Mojica, will go over everything with Ms. [redacted] when he speaks to her.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck and car hauler to move to Florida from Indiana. Along the way it poured down rain, I turned the windshield wipers on and one flew off the truck. We stopped for gas and noticed there were no tail lights cause the dealer let wires drag the ground. At 2 in the morning in the pouring rain my friend had to wire tail lights. I called Uhaul to ask for a particial refund for the trouble. They didn't get back. I called them again and they said that I have a $50 dollar credit in the thier store. They gave me faulty equipment and I'm not moving again I don't need credit I want them to make things wright. No credit I paid cash not credit.Desired Settlement: I think they should refund $100 for all the problems with thier equipment.

Business

Response:

October 12, 2012

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

Mr. Curtis Reigelsperger, our President for the U-Haul Company of Indiana, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered her an apology and also advised her of a refund in the amount of $150.00. Ms. [redacted] should receive the check within the next 10 business days.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a u-haul for my son [redacted] Contract # [redacted]. When I first called in, they reserved it with my debit card. They put a hold of $61.60 on the card and when we returned it they charged the card but with a new transcation & never took the hold off of the other transaction. Basically there is a hold for $61.60 & A processed charge of the final amount. The 800 number tells me to call the location but I have called the store numerous times and I always get a different story. Ive been directed to different places & one time they told me to call the bank. the bank says they didnt put the hold on it they cant take it off. The store basically says they cannot help me but if they put a hold on my card they should be able to take it off. I spoke to the store manager just now he told me he didn't know how to do the credit cards in the store. And again and I was basically told that he cannot do anything for me. He says I should call my card and tell them this or that. I already did that. They already got their money on a new transaction so they could care less if they fix their mistake or not.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think that this store should call or transmit a message to the card on the contract and let them know that there should no longer be a hold on on it because they already charged me for the rental and already got their money for it.

Business

Response:

October 24, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our

President for the U-Haul Company of Saint Louis, followed up on the

information Ms. [redacted] provided. He informed our office he sent Ms.

[redacted] a response offering his apology for the inconvenience she

experienced. He explained how the “hold” process works with a

credit card. The hold was placed on Ms. [redacted]'s credit card at the

time of rental. When the rental was completed, the actual charges

were applied and the hold was dropped by the credit card company.

The only charges we collected were the actual rental charges.

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,

Dear Sirs,

I never spoke to or heard from any president of U-Haul. No one EVER called me or sent me anything.

Of course, I already understand how the "hold" process works I'm not dumb, that is NOT what happened in this case. There were 2 different charges for 2 different amounts. I also know how UHaul works because I have rented trucks from them my entire adult life. Never have I experienced the type of treatment and rudeness that I got from UHaul until I realized that there was a problem. I was hung up on, and also was told by several people that someone would call me. The 1st time I called I was put on hold for 15 minutes and then the guy picked up and told me that his manager would call me right back he was on another line, but I called the main number a half hour later only to find out they closed at 7pm. Obviously they just didnt want to deal with it then, but he could have told me that I should call the next day or something, anything.

My credit card company refunded the money that uhaul had on hold for over one whole month. NOT UHAUL. Honestly UHaul did nothing.

I'm sure since I'm just one person so it does not matter to them, but they a very loyal customer and not for just a $60 hold on my credit card.

Case Closed

Business

Response:

November 27, 2012

Review: About over a month ago 8/27/12 I rent a unit to store all my belongings and less than a month started to rain and when I went to pick up some stuff in my unit the insulation was torn and most of my belongings wet some with water still on them. I brought this to the attention of the manager [redacted] and he said he will call to be repair or ceiling replace so far is a month since I reported caaling a few times going and tell them when this will fix and even I sent a complaint to the general manager and no repond every time I talked to this person [redacted] it seems he does not care if my belonging got ruin.I think this is no way to carry a business.So I am contacting you to see if you can do anything about this problem I been paying my rent on time everybody deserve a good customer service and it seems this is not the case.Thank you very much.Desired Settlement: I just want them to replace the ceiling insulation because I cannot move my belongings they are too heavy I dont have help to move all my furniture to another unit unless they do it for me.Thank you very much.

Business

Response:

October 23, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. [redacted], our

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

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

that Mr. [redacted] was contacted and advised that the repair to the roof

in the storage unit has been repaired.

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

Business

Response:

November 28, 2012

Thank you for your

continued concern for our customer Ms. [redacted].

Ms. [redacted], our

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

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

our Facility Maintenance Technician, Mr. Alfredo Garcia, spoke to Ms.

[redacted] and agreed to meet her at her storage unit to access any

necessary repairs.

We continue to be

committed to providing our customers with the highest standards of

service in the do-it-yourself moving industry. Thank you for

bringing this matter to our attention and allowing us to offer

another response.

Sincerely,

Executive

Assistant

U-Haul

International

Consumer

Response:

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

Thank you for all your help.But honestly this business has not done the perfect to fix this problem Yes I met with this person and he not even had the right tools to fix the insulation he put black tape to try to patch part of it but it looks so bad he not even finish or did the job to my satisfaction he told me he was going to call me back to come back and re do it but never did.So I am not happy with this job performance so unprofessional.I could had done it myself and better.So really not happy and they not contacted me .

Regards,

Review: Rented equipment to move. Had multiple issues involving both mechanical with the truck I paid for, as well as service, with horrible experiences both at pick up and drop off locations. As well as harassment. For example, we were scheduled to return the truck to a specific store of course, for some reason were receiving calls from 7 OTHER stores for several days even after we'd returned the truck. Callers were persistent and left threats. When we wrote to corporate about our negative experience (reference number # 343931), we received a phone call (Caller's name: Chris, out of Jacksonville Store) stating that we would get a credit of $49.95 back on the Mastercard we'd paid with. Never received credit, despite multiple calls to the store. Our calls were not answered at all, or answered by people who stated they could not help us. Wrote to corporate again, received reply from [email protected] stating that the case had been reopened with reference ID 335926, and promising we would hear from "the general manager within 48 hours". We never heard from him. Every attempt to contact him or corporate again, with reference ID number and Jan SLowtalker's email included went unanswered.Desired Settlement: I would like at LEAST the $49.95 refund that we were promised, at this point it does seem like this was all just false advertisement. What would be even better, is additional compensation for the fact that both store-level and corporate has blown us off and we are still having to take time to work on this 3 months later. Also because the truck ran so poorly it took us over 4 hours to make a 2 hour drive. We missed our leasing agent, had to pay for a hotel and food for the evening. Also, due to running the truck twice as long as should have been necessary had to put $100 worth of gas in the tank. Their providing us with a faulty truck cost us much more than the $50 service recovery they offered (and didnt come through on). Would really like some sort of reimbursement for the added expense we incurred by being put in a faulty truck. [Rental was 11.29 thru 12.1]

Business

Response:

February 28, 2013

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

Ms. Donna Dunn, our Executive Assistant for the U-haul Company of Jacksonville, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email offering her apology for the inconvenience she experienced. She explained they strive to achieve good customer service and relayed that Jacksonville U-Haul locations are on the Go-Green Program where customers can return used boxes for other customers to reuse. Ms. Dunn relayed she issued a refund for $100.00 back to Ms. [redacted]’s Master Card account as an adjustment on her rental. The credit should post on her next credit card statement.

As we value Ms. [redacted] as a customer, Ms. Dunn also 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.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I appreciate U-Haul's speedy response and cooperation very much. However, I am concerned that they still have my credit card on file. Isn't this illegal? I have not utilized any of their services since November, therefore they should not possess any sensitive information of mine, such as credit card numbers.

I have reviewed the response made by the business in reference to complaint ID 9442638, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The Uhaul truck we rented from this facility had previous damage that we didn't see (it was a dark and rainy afternoon/evening). The customer service representative didn't not walk around and do an inspection of the truck and did not inform us to do so either. The damage was pointed out by a rep from the a different Uhaul facility. We opened a claim and told them that we didn't do the damage and explained the situation, but they denied our claim. Product_Or_Service: Truck rental/Uhaul Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the charges for the damages reversed.

Business

Response:

September 12, 2012

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

Mr. Dean Hopman, our Area Field Manager for the U-Haul Company of Iowa, followed up on the information Ms. [redacted] provided. Mr. Hopman explained he did a Dealer Service Report at the renting location, which includes reviewing the U-Haul dealers performance, inspecting the equipment on his lot and getting any repairs done as needed. Mr. Hopman also stated he inspected the truck in question the day of the rental and saw no damage. He informed our office he was unable to reach Ms. [redacted] but left a message explaining a refund would not be issued.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

An[redacted]

I am absolutely sure that we were not responsible for the damage on the vehicle and sure that the damage was there when we rented the vehicle as I was with the vehicle the entire time. Unfortunately, the company's policy assumes that the customer is wrong. The company never did a walk over with us nor did they inform me or suggest I do a walk around to look for damage. We purchased full insurance from them (even though our own insurance covered us), so I wasn't concerned at the time. But they didn't not inform me that the insurance is limited. I tried to resolve the issue with the company, but they weren't interested in trying to "resolve" the issue and know that their company won't be hurt by hoodwinking a few customers such as myself.

Business

Response:

November 28, 2012 Thank you for your continued concern for our customer Ms. [redacted]. Ms. Julie Lloyd, our Executive Assistant for the U-Haul Company of IA, reviewed the information Ms. [redacted] provided. She assured our office she has done extensive research on Ms. [redacted]'s rental concerns. She explained that the day prior to Ms. [redacted] returning the truck it was raining so bad, that in fact Ms. [redacted] mentioned they pulled the truck off to the side of the road and sat until it stopped raining. Ms. Lloyd concluded that had there been damage to the roof of the truck when it was rented to Ms. [redacted], Ms. [redacted] would have sustained water damage to her items in the truck, however, a damage claim was not filed. The truck was then returned the next day when it was not raining. The back of the truck was not wet indicating the damage had to have been done after it rained while still in Ms. [redacted]'s possession. Ms. Lloyd stated that it is possible Ms. [redacted] may not have realized she damaged the top corner cap of the U-Haul truck, however, she is still responsible for payment of the damage done. The truck was dispatched with no damage but returned damaged. Ms. Lloyd contacted Ms. [redacted] to discuss the situation, however, Ms. [redacted] relayed she did not wish to speak to anyone from U-Haul again. 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,Maria PalmisanoExecutive AssistantU-Haul International

Consumer

Response:

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

Uhaul's "evidence" against my complaint was that I did not file a damage report for my items, which they claim would have been damaged due to rain. However, as I explained to several Uhaul personnel, we rented the truck in order to pull a trailer that we own, so there would not have been any damage to "our items." This is the reason we did not file a claim for "items" inside the truck. This was explained to them. Also, Uhaul called me and began harassing me about filing this claim. I had to hang up on them.

Regards,

Review: On Thursday April 11th we contacted [redacted] to drop off the rental equipment. We were told that they will not be able to take the truck in because they already have 3 trucks and no one told them they will be receiving a truck. They told us to come back the next day. On Friday April 12 at 7am we drove the truck to [redacted] and they refused to accept the rental equipment because they stated we were not on their list to accept our equipment. We contacted customer service and spoke to [redacted] who informed us that the facility has the right to refuse to accept equipment. She then stated that we were to drop off the truck on Hamilton Road. We informed her that our contract states [redacted]. [redacted] then proceeded to question why we did not contact corporate office about them refusing the truck the day before. I explained that the issue is not whether we contacted corporate office but why the drop off location has changed and we were not notified. This ordeal made us late for work. We are demanding a full refund for you (UHAUL) changing the drop off location and not notifying us. This is a major systemic error in your company. This is VERY POOR customer service.Desired Settlement: Full refund of the rental amount. We rented this equipment and followed the terms of the agreement and UHAUL changed the details of the agreement without notifing us and then questioning our methods of contacting them.

Business

Response:

April 16, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, followed up on the information Mr. [redacted] provided. She informed our office she sent them the following email:

'Mrs.[redacted], Good morning. First, I would like to apologize that the location you chose to return to did not have the room on their lot to accept the equipment in. Unfortunately, we were not aware that this location would be out of lot space by April 12th at the time you picked up wich is why you were able to choose this location. I also apologize for the way the situation was handled when you contacted customer service. [redacted] has already sent you a $50 VIP certificate that can be used toward anything UHaul offers and is good for two years. In addition, I will also be issuing a $50 refund to your credit card for this error. Please allow 3-5 business days for this to reflect upon your statement. Again, I do apologize for any inconvenience that was caused by changing drop off locations. Thank you for your time and have a great day. Thanks, [redacted] UHaul Co. of Ohio 614-478-6605'

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 received the email from Ms. [redacted], however I do not believe a $50 store credit and a $50 refund will suffice. I feel it is an insult to give me a $50 store credit that I will have to use in their organization, therefore they are only refunding me $50. My wife being late to work by a couple hours in addition to the inconvenience of being on hold forever and then having a customer service rep that wanted to question my reasoning behind not calling sooner is far more than a $50 refund. I do not want a store credit/certificate. I want a monetary refund that is not insulting.

Regards,

Business

Response:

April 23, 2013

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

Ms. [redacted], Senior Staff for the U-Haul Company of OH, reviewed the information Mr. [redacted] provided. She informed our office she sent them another email explaining she had voided the Certificate for $50 and issued them a supplement refund for $50 in its place.

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I've had issues with Uhaul since I made the reservation to pick up a 10' truck on June 20. We received contradictory information before we picked up the truck regarding pricing. Once we were satisfied with the pricing, we decided to go with Uhaul and picked up the truck on June 27. The person that assisted us with paperwork and answering any questions at the pick up location told us many things that we found out to be untrue later on. For example, we had the truck for 10 days and up to 1900 miles. We were told that if we returned the truck early and if we didn't use as many miles, we would receive a discount when we dropped off the truck. This was not true. We were also told that the card would be ran for a pre-authorization that day, but we would not be charged until the day we returned the truck. Of course, this was false information as well.

When we got the keys to the truck, we opened the back to put the appliance dolly in there. Just to open the lift gate, it required 2 people and a lot of strength. We thought this was odd so we looked inside and noticed that the cords that were supposed to be wrapped around the spring-loaded pulley were loose. We talked to the person that assisted us with paperwork at pick-up location and they told us that there was nothing they could do and we needed to call customer service. We called customer service and they said they couldn't apply a discount for the mechanical error and transferred us to roadside assistance. We spoke with roadside and they said they couldn't do anything because the truck was still driving properly. We contacted customer service again about this issue and we were told that a discount would be applied at the drop-off location. After being on the phone and given the run around for over 2 hours (which slowed down our actual moving process), we agreed that this would be fine and proceeded with the moving, thinking that we would be given a discount when we got to our destination. After travelling 1800 miles for 3 days from Colorado to North Carolina, we had to get into the back of the truck several times and it was very painful on our backs. On our last day of moving (July 2), we decided it was time to drop off the truck, so we called the drop-off location to find out exactly how much we would be charged after the discounts were applied for the lift gate inconvenience. The man at the drop-off location told us that he could not apply any discounts and that we would need to speak with customer service. We spoke with them again, and they filed a complaint requesting compensation. They said it would take up to 24 hrs to process, so we decided to hold off on dropping off until we were sure that the charged amount would be correct.

Then we noticed that Uhaul charged us for the full amount today and we still have the truck. After speaking with 7 different representatives, supervisors and managers over the span of 2 hours, we were basically told that there was nothing they could do. We were informed on the actual policies (and learned that the pick-up location people were totally wrong) and that we would not be receiving any compensation. They also refused to cancel the transaction on the card that we believed was falsely charged. The corporate office supervisors were very rude, yelled at us and argued with us over the phone. We were told that roadside assistance was supposed to come out and fix the lift gate therefore there would be no compensation. There was no compensation for all of the hassle and false information either. We were simply trying to make sure that we would be compensated and charged accordingly as promised. Instead we were yelled at and hung up on.Desired Settlement: Uhaul needs to compensate me for the lift gate mechanical issue- as I was promised by a representative. They also need to compensate me for the hassle and misinformation I was given as well as the poor customer service.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern CO, followed up on the information Ms. Harvey provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience they experienced. She assured him they will follow up on the information Ms. Harvey provided with our Area Field Manager and the Dealer of the location involved. [redacted] also relayed that she had issued a refund for $995.89, which is the total amount of the rental charges, back to their Visa account ending in 2546 as an adjustment on their rental. The refund 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,

Executive Assistant

U-Haul International

Review: My entire experience from start to "finish" - not finished yet – has been abysmal and infuriating!

No shipment of U-boxes were delivered to the entire region of Long Island, NY (I reserved it >2 months).

I did most of the legwork to get my RESERVED U-box delivered. After aprox. 16 hours of circling around U-Haul’s phone system (with seemingly endless on-hold periods followed by getting disconnected – only to repeat this over and over, and over….), I spoke with [redacted] (the ONLY productive U-Haul employee) and a shipment was delivered.

It’s been downhill since – with numerous unreturned phone calls, cancelled and wrong reservations, 12-days until my U-Boxes were actually shipped out, changing stories with each phone conversation, no furniture pads in the U-boxes, and so on.Desired Settlement: I do not feel I should be paying almost $1500 for such poor services, especially since I had to do most of the work

Business

Response:

July 30, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer Dr. Bartner.

Mr. [redacted], our President for the U-Haul Company of Long Island, followed up on the information Dr. [redacted] provided. He informed our office he spoke with Dr. [redacted] and advised her of a refund for $750. She should receive the refund check within the next 10 business days.

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: In early August 2013 I reserved a 6'x12' trailer through the U-Haul website (U-Haul contract #[redacted]). I chose a location in [redacted] to pick the trailer up. When it came time to pick the trailer up I was told by U-Haul that I needed to pick it up from another location that was approx 16 miles round trip out of my way. I called U-Haul customer service and was given a certificate (Certificate #[redacted]) for $25 off the rental for the inconvenience. When I went to the new location in Hobart, IN ([redacted]) on 2013-08-22 to pick the trailer up, I was told by the U-Haul Rep [redacted] phone #s ###-###-####, ###-###-#### that she did not know how to apply the credit. She proceeded to tell me that I could take care of it with the U-Haul location where I was going to return the trailer or with U-Haul main customer service. When I turned the trailer in at Ace Hardware in Lawrenceville, IL 62439 on 2013-08-24, I was told by the U-Haul Rep Jessica Tate phone ####-###-#### that since my credit card had already been charged the full amount for the rental there was no balance to apply the credit to. I then contacted the U-Haul customer service phone ####-###-#### and spoke with a Rep (I did not get her name) that the certificate would be canceled and a $25 refund would be credited to my credit card. On 2013-08-30 after not seeing any refund on my credit card I then emailed the U-Haul customer service. I received an email from [redacted] requesting my U-Haul contract number. I responded to his email on 2013-08-31 with the contract number. Since that date I have received no refund and can get no replies to my emails from [redacted]. As of today 2013-09-09 I have not received my refund of $25.Desired Settlement: I want my refund of $25 in a check mailed to me.

Business

Response:

September 16, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of North IN and South Cook County, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and advised him of a refund for the requested amount of $25. The refund should post on his next Visa credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I contracted with Uhaul to ship a "Ubox" of personal belongings from San Francisco, CA to Boise, ID. The Ubox was picked up and I was informed it was shipped. Upon contacting the Boise Uhaul facility, I was informed that the wrong box was shipped and my belongings were still in the Oakland, CA facility. Over a week has passed and I haven't heard from Uhaul. I have called both facilities in Boise and Oakland, and nobody will tell me where my belongings are. I have been charged $772 and yet my belongings are missing. I have contacted Uhaul through their website, their Twitter account, both Boise and Oakland facilities, and through direct email to the manager of the Oakland facility and I have had ZERO response. I believe that they have lost my belongings, which were insured, and are refusing to tell me.Desired Settlement: It's very simple - I want my personal belongings delivered to Boise, ID with a formal apology for their terrible customer service.

Business

Response:

September 18, 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 East Bay regional office, followed up on the information Mr. [redacted] provided. She informed our office she did confirm Mr. [redacted]’s U-Box was delivered to him on September 17th and also asked that we relay her sincere apology for the inconvenience Mr. [redacted] experienced with his U-Haul transaction.

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 chose U-Haul's "U-Box" for my move from MA to CA. It cost over $400 just to have it delivered to my house and another $1328 to have it shipped to CA. After reaching CA it was supposed to be delivered directly to my house. Everything in the world that belonged to my kids and myself was in that box. I received an email notification on July 9th that the box had been received in CA and that someone would contact me within 24 hours to schedule delivery. No one contacted me. When I called I was given the excuse that whoever handled deliveries was busy and would need to call me back. Several hours later a manager called me and told me that the box had fallen apart when it was removed from the truck and that the box must be old or defective; it was not in any shape to be delivered and I would need to come repack everything. I had to drive all the way to Sacramento and upon arrival, discovered that our belongings were not locked up and the door was secured only with twine and some plastic. The box actually consisted of nothing but thin flimsy wood nailed to a platform. I had to repack everything in heat over 100 degrees onto a truck, sit in traffic for nearly 2 hours, then unload everything again. When I tried to contact U-Haul to get some kind of refund for this nightmare, I could not get a hold of anyone who could help me. I was given the run around by several people and told that the administrative assistant for the manager at the Woburn office would call me back but she never did. The whole situation was a nightmare from start to finish.Desired Settlement: I trusted that U-Haul was providing me with a quality product for my belongings, when in actuality their product was complete junk and the price they charged was ridiculous. I would like at least half of my money back for the grief and stress that their inferior product caused. I paid U-Haul a total of $1795.34; I would like $867.97 refunded.

Business

Response:

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

[redacted], Senior Staff for our Boston regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and was able to reach an amicable resolution. A refund for $270 has been issued for the inconvenience Ms. [redacted] experienced with her U-Box transaction. A claim was also paid in the amount of $431.99 for damaged items she incurred.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck owned by U-Haul and drove from [redacted] on July 21, 2013. During the drive and the evening, [redacted] received a record amount of rain in a very short period of time.

As soon as the truck was unloaded in [redacted] and I was informed by the moving company I hired to unload the truck that the mattress was "soaking wet" and the box spring was also wet and damaged, I called the local UHaul to report the problem. They gave me information on contacting their insurance claim representative [redacted], and I contacted them immediately. When I turned the truck in to the [redacted] U-Haul location on M[redacted] the next day, I alerted the UHaul agent that there had been a problem and I had damaged property (bed and box springs). I specifically alerted them that they should not be sending out that truck again until it had been evaluated and repaired to prevent damage to anyone else's property. There was also damage to a couch that was in the truck, but I was able to remedy that with a hairdryer and towels. However, the mattress was soaked and I had concern about mold growing, etc. Needless to say, I replaced the mattress and box spring immediately (July 22, 2013) and disposed of the ruined mattress and box spring after taking pictures of the damage.

I was assigned an insurance claims adjuster[redacted]) and I provided [redacted] with the following items:

1) two pictures of the water damage to the mattress -- there are water lines on the mattress that can be clearly seen

2) a news link to the story reporting on the intensity of the storm and local flooding/damage; included a map showing the proximity of the worst of the storm to the location of the U-Haul truck where the goods were damaged

3) a picture showing the label identifying the brand and product name of the mattress that was damaged

4) a receipt showing that both the mattress and box spring were replaced with a similar quality mattress and box spring (replacement price was $1119.80)

I spoke with [redacted] and was told that he had ordered a "leak test" on the truck that I had rented. I also received a letter in the mail giving me information on preventing mold from growing on wet items. Seriously!

Over the course of the next 4 weeks, I followed up with [redacted] several times and was consistently told that he continued to wait for the "leak test results". During my last conversation with him, he told me that he was having trouble tracing down the report, since U-Haul was still (or was now) leasing that truck out again (he indicated it was in [redacted] at the time of our discussion). I immediately expressed my concern as to the veracity of any leak test since it had been so long and the truck was apparently still in use. [redacted] said that U-Haul employees were "not allowed to lie" about whether they found a leak problem with the truck. Within a few days of that last phone call, I received a letter from [redacted] stating that they determined there had been no improper service or product provided to me an denying my claim. I was not provided with any information about the results of a leak test, or whether one was even done. I was simply told that my claim was refused.

I immediately sent [redacted] an email -- indicating that I was not given any information at all on their investigation into my claim -- simply a rejection. I stated that I was disputing this finding and asked for:

1) their process on handling disputed claims

2) a formal street address where I could direct further communication on my complaint

I have had no response from [redacted] and it has now been over a week.Desired Settlement: I am asking for U-Haul to be responsible for the replacement costs of the damaged mattress and box springs.

Total cost of the replacement is: $1119.80

Business

Response:

September 25, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company advised our office Ms. [redacted]filed her claim with them on July 22, 2013. Ms. [redacted]stated that when she unloaded her belongings from the U-Haul truck, she noticed water had come in from the rear right of the truck and damaged her mattress and box springs. A liability investigation was done and found Ms. [redacted]did not purchase Safemove Protection coverage. A water test was also completed on the truck Ms. [redacted]rented and it did not produce any leaks. [redacted] Insurance Company also relayed that the photos submitted show a stain on the mattress, but no evidence of water damage. Liability for the alleged leak was denied.

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.

[First of all, the letter I received from [redacted] has none of the information that the Respondent claims that it has regarding the veracity of the photos and their current assertion that I would have needed to purchase SafeMove to have this basic coverage for my belongings. [For my comments regarding SafeMove, please see below.] Please see attached letter regarding their informing me of the denial of the claim. I have not been provided with a copy of the alleged leak test report and several times during my discussion/email with the RepWest representative I was told it "had not yet been done" or the report "had not been processed" even though weeks had passed.

I would be happy to obtain a letter from the movers themselves stating that the mattress and box springs were wet when they removed them from the truck (THEY brought it to my attention as soon as they opened the doors to the truck and before they removed the items). Other than pictures showing the water stains, I would like to know what other proof I should be providing. I was not about to wait until there were health problems that could be associated with mold growing inside the mattress. Even had we kept the mattress after drying, there would be no way to ascertain whether or not a mold problem had developed until a corresponding health issue would have arisen.

Second, the renter has a reasonable expectation that their valuables will be protected from basics like rain. Additional coverage should not be necessary for this basic protection. In addition, SafeMove is NOT presented as protecting valuables on a typical move. UHaul defines SafeMove as:

Cargo coverage

Covers damage to your goods from collision, fire, windstorm and overturn of the rental truck

One-way Rental, up to $25,000 of coverage

In-town Rental, up to $15,000 of coverage

$100 deductibleCoverage is for actual cash value and is subject to exclusions

Even if I had purchased SafeMove -- the damage did not occur during any of the items the list in the coverage. Sort of implies that basic protections for cargo short of "collision, fire, windstorm and overturn of the truck" are part of what you are paying for in the initial rental contract.

I imagine it would be difficult to advertise a product if you state that ADDITIONAL MONIES must be paid in order to insure your valuables are protected against everyday occurrences like rain.]

Regards,

Business

Response:

October 2, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

[redacted], the claims adjuster for [redacted] Insurance Company, reviewed the information Ms. [redacted]provided. She relayed that Ms. [redacted]is correct in her understanding that Safemove Protection does not cover water damage. There is no policy of insurance that U-Haul can offer with the truck or trailer rentals that will cover water damage. It is U-Haul’s position that U-Haul trucks and trailers are water resistant, not water proof. [redacted] had requested a water test to determine if the alleged leak needed to be investigated further and corrected. Ms. [redacted] relayed that when the results were negative, Ms. [redacted];s claim was denied. She also explained there may be additional evidence for them to review and consider and they would be happy to obtain the name and contact information of the movers that were mentioned as witnesses to the alleged water leak to obtain their statement. Ms. [redacted]can email the information to Ms. [redacted] at [redacted] referencing claim numbe[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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is not satisfactory but I also can see that UHaul is not going to resolve the complaint in this forum. I will send the contact information of my mover to the email address suggested by UHaul and will hope that they will stand behind their services.

Regards,

Review: I rented a UHaul & Autotransport from South Carolina to Missouri. While on the drive, the Autotransport broke down, started smoking and almost caught on fire. I called the help line and Uhaul sent a mechanic out. He informed us that "the ball bearings are shot and we should not have been rented this equipment. We were lucky that something worse didn't happen." He took the Autotransport, and we kept going driving my car separately. I incurred the cost of extra gas (drove my car and uhaaul separately), a hotel room, the autotransport which was defective.

I spent $1,100 on the Uhaul rental in total. The auto transport was almost $300 of that. After speaking with [redacted] (who said he owns his location in South Carolina), I've been disheartened. He has refused to help and has not accepted responsibility

The "face" of Uhaul as he said he was told me that "There is no one else that can help and I will not be helping you further. Are we done here?" He has refused to take responsibility, did not identify himself when calling and instead began the conversation that he initiated with "What do you want?"

My simple request was to be refunded for the Autotransport that broke down. This hasn't ever seemed to be an unreasonable request and I've stayed calm and respectful throughout all of my conversations.

I was repeatedly promised by agents, reps, or social media to be contacted by a specific time (this happened six different times).Desired Settlement: I simply ask for a refund of the Autotransport that was deemed defective by a Uhaul sanctioned mechanic and was NOT used for the trip.

Business

Response:

October 18, 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 South Carolina regional office, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for the auto-transport, Safetow Protection and tax, for a total amount of $302.84, back to Mr. [redacted]’s [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I truly thank you for your efforts to help resolve this. It has been an arduous process dealing with them to try and get this matter resolved and you all have helped out greatly. Thank you.

Regards,

Review: I made a reservation to pick up a Uhaul Cargo van from their [redacted] location in the beginning of November. Upon making the reservation they make you put your credit card on file and the website clearly says "$50 reservation guarantee- When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50." The night of my reservation I got off of work and received a phone call from [redacted] from the [redacted] asking if I was coming to pick up the vehicle tonight. I told him I would be there at my reservation time which was at 9 and he told me that he had an emergency and that I needed to come get it now. I let him know it would be at least 30 minutes until I could get there because I wasn't near the location because I still had an hour before my reservation time. He told me I needed to be there within the next 15 minutes because he had to leave because of an "emergency". I let him know that was physically impossible because the drive was over 15 minutes away. I then asked if I would be receiving my $50 refund for the cancelation. He told me "no because I'm giving you the option to come pick it up now and you are turning it down." I then called Uhaul to try and find myself another uhaul rental from another location because this was the only night I could move out with my work schedule. There was nothing available with it being so late in the night. They gave me the phone number for the Uhaul regional office and they told me that I could call that location when it reopened in the morning and they should be able to give me the refund. After getting off the phone with Uhaul I started driving to my new apartment when I received a phone call from [redacted] at the [redacted]. He asked why I hadn't come to pick up the Uhaul van yet. I was very confused and asked why he told me he was only going to wait 15 minutes if he's still claiming to be there 30 minutes later. After arguing with me about "canceling my reservation" he told me he would wait for me to get there but he would leave if we weren't there by 9:00 PM which was the time of my reservation. I turned the car around and raced the 20 miles it takes me to get there and pulled my vehicle into the location with 4 minutes to spare. I walked around the entire location which he had obviously already left, turned the lights off, and locked the doors. This obviously frustrated me very much because now not only had he canceled on me last minute, been very rude about it, but now he had made me waste more time and gas money. When I called the Uhaul regional office in the morning my boyfriend talked to them, because I was already at work when they opened, about how now I was having to now call and pay for a moving service to come help me because of their cancelation. After talking to Uhaul for about 30 minutes the manager agreed to refunding the moving service to me for my inconvenience but I would "have to get back to them after I get my bill from the movers because he had no way of knowing how much it would cost to send me a refund." I've tried contacting several people with Uhaul regarding this refund even calling the number they gave me to call after getting the bill from the movers and can not get anyone to call me back. I've spoke to someone named Miguel at the phone number ###-###-#### once and he gave me an email address to send a copy of the bill from the movers to and told me he would call me the next day about it once he got the email. I gave him a week and never got a call back. I've tried calling and leaving voicemails several times and even leaving my name and phone number with his secretary which she insured me he would call me back and have not heard from him since. I finally gave up on getting the full refund from the moving service and tried just calling the regional office to get my $50 reservation guarantee and got sent two different times to a voicemail upon giving them my reservation number and never received a call back. The third time I called I let the secretary know to please not send me to another phone number because it always leads to a voicemail where no one calls me back from. She put me on hold and talked to someone and then took my credit card information and said I would have my $50 refunded that day from her boss and would receive an email from him that day with the information regarding the refund. That was on the 8th of January, and I have still received no refund, phone call, or email from anyone from Uhaul regarding this problem.Desired Settlement: My desired outcome would be to have my money given back to me from having to hire a moving service to come help me move which was a total of $267.75 and my reservation guarantee of $50 being credited to me.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Traffic Manager for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and discussed her concerns. He also obtained a new credit card number in order to process the refund for the $50 Reservation Guarantee Fee.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Consumer

Response:

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

Regards,

Review: I rented a truck yesterday & on the way back to return the truck, I filled up the gas tank ($27.09) at a gas station that is located 0.7 miles away from the U Haul facility. This was even verified by the gas station attendant who pumped the gas. Today, the woman called to tell me that I did not fill up the truck & thatvI wad ONE GALLON short. After calling her out on the audacity I hung up which she then worked with my mother on the issue. My mom then talked to the mgr & who was very nice, but explained that she did not charge for the gas but charged for 70 miles! I have every address saved in my GPS & after retracing the route, I found out that it was only 58.1 miles!Desired Settlement: I want the billing adjusted & I want her to be investigated for what she has done. I have been to 3 othe U Hauls in the same area & never have I dealt with this issue before!

Business

Response:

April 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Western Oregon regional office, followed up on the information Ms. Timpson provided. He informed our office he sent the following email:

Dear Mrs. [redacted], I will be forwarding this note on to the Area Field Manager to inspect the equipement along with performing speedometer calibration test. I have issued a credit to your CC to cover the disputed miles. Thank you for your feed back and continued business. [redacted] U-Haul Co. of Oregon

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:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: First off, I made my reservations for a 26 ft truck, a vehicle transporter and secured moving help but when I went to pick up the equipment the morning of they had no record of my reservation and required me to drive 25 miles to pick up the equipment elsewhere. Once I secured the equipment it was in horrible condition. The brakes felt as though they might be going out and I don't believe there was any power steering plus the seals on the driver side window were out causing a loud roar in my ear for the duration of the 14 hour drive. The vehicle simply didn't feel safe but I had no choice it was all they had. From there I began trying to contact uhaul in order to discuss drop off location and was promptly hung up on by roughly 7 out of 10 customer service reps. One of the three that I was able to talk to was extremely rude. I was trying to explain to them that they had given me a drop off location that was 2.5 hrs from my new house and that I needed to drop it off closer. They refused my request, which I guess is their prerogative, but it is unreasonable to require someone to drive even further out of their way. We were able, through online chat, to get the drop off location a little closer to our home but still further out than necessary. The second customer service rep who didn't hang up on me informed me that they couldn't address any of my concerns with their service or the condition of the truck until I had returned it. Once I returned it I began trying to call again but still got hung up on. Finally, I was able to reach one rep and she took note of my concerns and informed me that a manager would contact me within 72 hrs, which they did but just barely. I tried explaining to him that the service I received and the quality of the equipment was not worth the nearly $1000 that I paid and that I felt at least a partial refund was in order. He informed me, rather rudely as per the uhaul company policy it would seem, that I had already received a $243 credit for not dropping it off at the set location. I told him, Mark at ph ####-###-####, that this wasn't a credit at all that the location was set incorrectly to begin with by them and I had been trying to get it resolved for the previous 3 days but to no avail because everyone kept hanging up on me. He refused to resolve the issue and did nothing but say, "I can't speak for the Texas end of the trip and am not authorized to give any refunds." He continued to claim that the $243 was a credit but it was one that should never have been needed if they had checked my move to address.Desired Settlement: I am a fair and reasonable man and if their customer service had been at least halfway decent, by that I mean not rude and not hanging up on me, I could have accepted to condition of the truck, appreciated that we did make it to our new home and simply notified them of the condition. There is no call for a major national company, who pretty much has a monopoly on moving truck rentals, to treat their customers this was. I believe a $250-500 refund at the minimum is a fair settlement for the issues that I had to deal with and they should get their phone systems serviced and customer service reps trained to not hang up on customers.

Business

Response:

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

[redacted], our President for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he will be in contact with Mr. [redacted], if not already, to address his concerns and advise him of a refund for $300 he issued back to his [redacted] account. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,