J.R.J. Tara Corporation

Review: On 10/21/14 my husband and I left Orting, WA in a 26 U-Haul truck and were traveling to Mandan, ND. The next day as we were driving through Lookout Pass on the Idaho/Montana border, a bearing failed causing the front drivers side wheel to completely come off the truck. The wheel continued to dangerously roll downhill, almost cleared the median into eastbound traffic, bounced back across the road, and fell down a steep 300 cliff and landed in the middle of the St. Regis River. Thankfully the wheel didnt kill anyone in the process and had it come off a few miles sooner on one of the sharper corners my husband would have gone off the cliff and been killed. He pulled the truck off the road as far as he could but there was a guard rail preventing him from getting the truck entirely out of the lane; as he pulled the truck over there were two semi-trucks side by side quickly approaching him. Somehow, the truck in the right hand lane was able to slow down and pull into the left lane, narrowly missing the U-Haul. This bearing failure nearly created a huge accident and multiple deaths. We immediately called [redacted], U-Haul roadside assistance, and set out cones to help people safely navigate around the truck. A [redacted] arrived shortly after to investigate and found that not only was the accident was 100% U-Hauls fault, but that this type of accident was a common occurrence and U-Haul frequently fails to properly maintain their trucks.This form doesnt allow enough characters to fully describe the issue, so the short version is we spent the next two days getting the runaround from various customer service departments, lost thousands of dollars in lost wages, had to completely unload/reload a packed 26 truck by ourselves and U-Haul refused to pay the $500 they promised us to do the work. [redacted], Regional Manager for Southern Washington denied that claim and [redacted], President of the Montana division, is perhaps the worst man Ive ever dealt with. He will tell the media and quote quote Say yes with a smile, and always treat customers as you wish to be treated and you will succeed yet tell a customer that he doesnt care their husband almost went off a cliff and died and had they stuck to the contract they wouldnt have been there in the first place. He went on to say that we had two options-pay the $1200 rental charge, transload the truck ourselves, and be on our way or have our stuff put into storage in Bozeman at our cost, leave the truck, and continue to ND. He refused to give us a hotel room for the night and portrayed himself and his company in the worst possible way. Never have I dealt with anyone as unprofessional as Mr. [redacted]. He is a true disgrace to the company but Ive come to find out that U-Haul as a whole is truly is a representation of his attitude. Theyve shown how little they care about their customers and do absolutely nothing to resolve a huge error on their part. The employees that leased the truck to us werent even questioned about the matter and are being allowed to spread lies to other customers with zero repercussions. It is appalling the way U-Haul operates and continues to operate. Unfortunately, we are not alone in our complaints. Ive done research and seen so many reports and complaints from other customers that its a wonder this atrocity of a company is still in business. There are even websites in place that walk you through how to file legal action against U-Haul. The officer that did our [redacted] report stated life threatening accidents are a common occurrence with their trucks. The worst part is that U-Haul SIMPLY DOESNT CARE. They dont care that their truck shouldnt have been on the road and almost killed my husband, they dont care that we lost job opportunities and thousands of dollars, they dont care that our belongings were ruined by the rain and by the huge jolt when the wheel flew off driving down a mountain, they dont care enough to return a phone call and try to provide any sort of customer service. Their representatives are poorly trained and every department will give you false information and continually give you the run around. I spoke to a friend that drove through the same mountain pass last week and saw a U-Haul with a missing back wheel. This needs to stop before people are killed. Perhaps U-Haul doesnt care if their customers are killed, but we care and will take whatever steps we can to ensure people know the truth and choose companies that provide safe rental trucks. I just cant believe that after their truck almost kills someone they wouldnt at least offer a discount or paid for tripthats the very least they could do.Desired Settlement: We are asking for the $500 promised to transload our belongings, as well as reimbursement for our damaged cargo (currently being processed by [redacted]). We believe it is fair to also be awarded lost wages from the delay caused by their faulty truck.

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, had previously followed up on the information Ms. [redacted] provided. She advised our office the truck Ms. [redacted] rented was on an In-Town contract, however, she took the truck one-way to North Dakota when the wheel hub seized up. Ms. [redacted] was offered to transload into another truck and pay for the rental from Missoula to Bismark or U-Haul could tow the truck for them and she could have her goods unloaded into storage. Ms. [redacted] explained they attempted to reverse the In-Town rental and charge her for the one-way rate but Ms. [redacted]’s credit card was declined. She also relayed that Ms. [redacted] is aware she has not paid anything to U-Haul for the move and that we will not be making any type of refund.

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

Sincerely,

Executive Assistant

U-Haul International

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.

My husband and I were given incorrect information by the original renting facility in Puyallup, WA. The employees stated that if we needed to change our rental from in-town to one way that was fine and all we needed to do was pay a per mile charge when we arrived at our destination. U-Haul has not once followed up with those employees so not only has it caused us a huge grievance, but they are being allowed to continue to lie to other customers. Not only is this unethical, but it's a bad business practice that is extremely costly to other customers. U-Haul's trucks are clearly not fit to be on the road. The first truck we rented made it 5 miles before we had to return it and there are countless reports by other customers and highway patrol officers giving accounts of horrific accidents due to U-Haul's negligence. When will this stop? I did not pay U-Haul the $1200 charge because we were instructed to pay when we arrived at our destination, and because after watching my husband almost drive off a cliff and die because U-Haul fails to maintain their trucks, I didn't feel I should be asked to pay for a truck that had no business being on the road. The very least they could do is give us a free rental. U-Haul's solution to this issue was for us to pay $1200 and they would provide a moving crew to transload the truck or pay us $500 to do the work, or tow the truck to Bozeman and put our belongings into storage entirely at our cost. What kind of solution is that? U-Haul also tried to take the money out of our account without our permission. I foresaw this happening and withdraw the money before they could unlawfully do so. When I spoke to [redacted] with media relations, we reached an agreement that our rental truck would be provided for free and we would receive a moving crew or $500 to do the work. The supposed breach of contract had nothing to do with this agreement. After U-Haul failed to provide a moving crew, we were forced to do the work ourselves and now they are breaking their promise by not paying us what's rightfully ours. After waiting two weeks for payment, I was told by media relations that [redacted] had denied our claim and it was out of their hands. I was given her phone number, which was incorrect, and given a 2nd number but have been unable to reach her. She's been dodging the issue-or should I say her secretary has been dodging it for her. She claims that Kim is never in the office (she's out in the field 100% of the time), she doesn't have a voicemail, doesn't have an email, and she won't give me an address to mail a letter. What regional manager for a major company in 2014 doesn't have an email address? This is yet another blatant lie on U-Haul's part. Not only did my husband almost die, but we lost thousands of dollars in lost wages by being stranded in Missoula, MT because of a poorly maintained truck, and another $10,000 or so of damaged goods. This is our life and U-Haul continues to abuse their customers and get away with it. It's such a huge issue that there are websites dedicated to sharing U-Haul horror stories and how to file a lawsuit against them. U-Haul has the worst customer service I've ever seen and absolutely no morals. They are a disgrace to legitimate businesses everywhere and need to be shut down before another person dies due to their negligence.

Regards,

Business

Response:

December 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed the recent information from Ms. [redacted]. The renting dealer has been a U-Haul Dealer since 1995 and is well aware a rotation truck cannot be rented and dropped one-way. This information would never have been relayed to any customer. Our President in Montana offered to rent Ms. [redacted] a truck back to North Dakota but their credit card was declined. Ms. [redacted] advised our office their decision in the matter remains the same. Ms. [redacted] received a $1,200 rental at no charge. She also relayed that a VIP Certificate was issued to help them get to North Dakota. Their claim for damages is in the process of being investigated by [redacted] Insurance Company.

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: [redacted] Uhaul or Uhaul in general. Why set up a bill payment when uhaul doesn't accep it. my account was due the company had a $. 60 payment set in the dm office for a whole week, threaten to charge me a lien fee. I informed them three times there was payments coming out every week one for $60 and one for $130. one $130 payment had been stop payment cause me and my husband paid it. I informed them of this three times. called me several times asking the same questions, then proceeded to tell me uhaul doesn't except partial payments. ok but if two separate payments or coming out bill payment you can't accept it cause ione is the full amount and the other is only $60. I have been dealing with this company to darn long, and there customer service and policies STILL SUCK. I am just waiting on my husband to return home from overseas and I am removing my items from this place and if we ever need a storage unit, I will make sure we NEVER USED uhaul again. and at the same time I am going to file a consumer report with our base IG office making sure no other soldiers and their families stay away from uhaul. it doesn't make sense that a company can't accept partial payments when it's bill payment. My unit is $122. I have bill pay set up for $ 130 and $60. so now they can't accept $60 if it comes in before the $130 one does? I had informed them I was doing this and was told it was ok, but now cause my bill is due again, they can't accept the $60 check that's been sitting in rhe dm office for over a week now. A thats $60 that has been paid and taken out of my account. so Ian a dealing with a company that holds on checks for weeks? now they want to send it back after they have been sitting on it for weeks. my storage is $122 you are getting a total of $190, where is the logici in doing business?Desired Settlement: accept my $60 payments and adjust my account accordingly. there is no way I am getting over on uhaul, they are getting their money. One in full payment and then $60. after I had informed them the reason why something happened, why does it take three more phone calls to explain the same thing. accept my $60 payments and the full payment as it comes in.

Business

Response:

January 19, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for forwarding [redacted] concerns to our office.[redacted], our President for our [redacted] Regional Office, reviewed the recent objection [redacted] filed with your office. He informed our office he would once again explain to [redacted] that per U-Haul policy, we do not accept partial payments. As soon as she is able to bring her account current, he will process the extra $60 payment. Currently she is in arrears in the amount of $132.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

Review: On January 13th I had rented a truck from U-Haul to move office furniture I had purchased from another business into storage. We picked up the truck on the afternoon of the 13th to begin moving. After the truck was loaded I noticed that it was very tough to move. We checked the parking break even though the light was not on just to make sure that the brake was not engaged. It was not so I assumed it was just the weight of the load. We got about a mile down the road when my passenger noticed a glow coming from the underside of the truck. We pulled over and the truck was on fire underneath the passenger compartment in between the fuel tanks. We immediately called 911 for a firetruck and then called the UHaul customer service line, the first call was placed right about 9PM. The firemen extinguished the flames and did a quick inspection on the cause. They had informed me that they thought it was an electrical fire and that they had disconnected the battery. UHaul called me back an hour after initially calling them to inform me that a tow truck was unavailable to tow the truck that night. She explained that they could tow it the following day. I told her that the truck sitting there on the side of the street overnight was unacceptable. She then proceeded to tell me I could call for a tow on my own and they would be reimbursed. At this point I was very frustrated. I called and Suburban towing had a truck available immediately to come and get the truck. UHaul customer service called back again within 10 minutes this time to let me know they had found a truck to come and get the UHaul. It was out of Lexington 1.5 hours away. I said that was fine and so we waited for the out of town tow. I was told during one of the calls that the truck would take us to storage and then tow the truck back to the UHaul location. When we arrived at the storage location the driver told us UHaul had instructed him that he could not stay and wait for the truck but needed to drop the truck and someone else would pick it up the following day after it was unloaded. Due to the layout of the storage place this was impossible to drop the truck even remotely close to our unit to unload. Instead he had to drop it off in the back gravel lot almost 200 yards away from our unit over gravel. We called it a night after the tow truck driver dropped the truck in the back lot approximately 2:30AM.

The following day I never received a call from anyone at UHaul inquiring about the status of their truck so I finally went in to see how this issue was going to be resolved. The first assistant manager I spoke with told me he was newer and wasn't sure how to handle the situation. He explained the issue to another assistant manager who was very helpful. He explained they would send a truck out to the unit and drop the truck off infront of our unit. Again this was impossible due to the layout of our storage facility. The closest they would be able to get would have blocked the only entry and exit to the facility. He also explained that the truck could not wait either so this was not an option. However they still had to send a truck to try. However if the truck couldn't get back to our unit they would provide 1 of 2 options. 1) They would send a team of professional movers to move our load from the truck to our storage unit or 2) They would give us $500 and another truck to do it ourselves. I told him we would opt for the 2nd option since I had guys on call to come help. They called the tow company and the UHaul manager told me they were sending a truck to the unit to try and get the truck to our unit. He gave me the name and number of the tow company and a contact number. They told me it would be 30-45 minutes. After waiting an hour and a half for the tow company I called the tow company directly. She told me she had no idea what I was talking about. So I headed back to the UHaul shop, very frustrated at this point since I had now wasted 2 full days on what should have been a 4-5 hour project. The tow lady called me on my way back to the UHaul location and told me that yes she now remembered what I was calling about and that she specifically told "[redacted]" (I guess he is the shop manager) It would be after 5:30 or 6:00. I had not spoken with a [redacted] at this point I just knew that's who she said she spoke with at UHaul. After arriving back at the UHaul location and told them I did not want to waste another 3-4 hours for a tow truck to show up I asked them to execute the 2nd option the manager gave me. The manager that I had spoken with was not in so the newer manager was helping me. At first he was very nice however after going into the back for 15-20 minutes he came back and told me if I wanted to move the stuff from one truck to another I would have to rent another truck. I was very upset at this point. He then continued to tell me that it had already cost them a couple of thousand dollars and they couldn't do anything else. I told him I didn't care how much it cost them, this is their business. I was out my time and labor from my employees due to their equipment malfunction. At this point [redacted] finally came from the back and said it was only right to give us another truck to move our furniture into our unit. They ended up not charging us for either rental for the inconvenience. However, I still expected the move fee that was originally presented as an option to cover my labor costs from moving from one truck to another. They told me to call the general manager and deal with him on this issue. I called [redacted], the general manager, who told me it sounded fair but he had to take it "upstairs" to get it approved. [redacted] called me the following day and told me that after they had inspected the truck at their shop that this was a driver error and they were not responsible. They claimed that the emergency brake was on. However since both the passenger and I both checked the parking brake and there was no warning, again this would have been equipment malfunction on their end. It's my understanding that if this was an emergency brake situation it should not cause a fire under the passenger cabin on the truck. I'm not a mechanic I just know that I would like to get this resolved. I rented a truck for moving stuff, the equipment failed.Desired Settlement: I would like to be compensated according to the UHaul document we had seen from the manager for moving the contents of the 26' truck. The $500 move fee. This does not come close to covering the costs lost in my productivity but I feel like this is a fair resolution. I wanted to try the [redacted] prior to filing a small claims suit.

Business

Response:

February 25, 2015

[redacted] ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and found him to be very cordial. Ms. [redacted] advised him of a refund she will issue for the transfer of his goods.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I utilized U-Haul (U-Haul of Johnson City, TN) to lease a truck to assist my mother in moving on 1-16-15. They did not have the size I needed so I settled with a much larger one and paid the difference as the move had to happen over the weekend. The truck had mechanical issues including brake function and electrical issues causing the head[redacted]s and interior [redacted]ing to malfunction, putting me at major risk during the move. I attempted to reach out to roadside assistance during the trip and received no assistance. When I had reached my destination, I secured storage through U-Haul at the location to which I was returning the truck. On the date I was set to return the truck and utilize to U-Haul reserved storage 1/18/15, I drove to the location (Hwy 54 U-Haul and Storage in Mebane NC) only to find they A.) Where not open and Sunday and B.) Had no available storage units. The owner of the facility informed me that the U-Haul corporate office had been informed explicitly of both of these issues. I reached out to U-Haul customer service seeking help with the storage issue and also informed the representative of the issues with the truck the same day. She told me because the facility was closed, she would extend my U-Haul reservation for a day so that I could return to the facility the next day. I informed her again that they had nothing available and the issues with the truck, she replied she would "make a note that my experience had been a disaster." Due to U-Haul dropping the ball, the owner of the drop off facility (Hwy 54 U-Haul and Storage) helped me find storage at a competitor a few miles away. I put my things in storage and returned the truck to Hwy 54 U-Haul and Storage. Still not satisfied with the experience I filed a complaint with U-Haul (Complaint#766739) on Monday 1/19/15 regarding all issues. I received no response by Wednesday 1/21/15 so I utilized the online chat on the U-Haul website, at which time the representative I was speaking with gave me the number for customer service as she said she had no access to be able to refund for the bad experience. I called into customer service as directed to attempt to resolve the issue. The first time the representative disconnected while she was supposedly noting the account. I called again and spoke with another representative who assured me the claim was being resolved and I would hear something by Thursday 1/22/15 from their corporate office. I still have heard nothing. After speaking to the corporate representative I received an email from the general manager, [redacted] of the pickup location, U-Haul of Johnson City, TN. He requested information as to the issues I had with the truck. I promptly responded with the issues, to which Mr. [redacted] kept requesting I call and discuss them. I did not want to have an undocumented conversation so I replied again with the issues and requested he reach out to the corporate office so the issue could be resolved. To date, I still have gotten no response and U-Haul apparently does not want to make the situation right in accordance with their customer service commitments although they made this move very complicated and dropped the ball in every facet. In addition to the 205.88 for the original lease they charged me 22.00 additional for mileage and gas that was a result of their dropping the ball on storage. I am highly dissatisfied with the service and customer service from such a paramount company that's prides themselves on customer service.Desired Settlement: In accordance with their customer service claims and due to the less than desirable customer service handling the situation around my complaint, I feel like an apology and refund should be in order for the nightmare they turned a simple move into.

Business

Response:

January 27, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Knoxville Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she had the truck Mr. [redacted] rented inspected by our return U-Haul location and they found no mechanical issues. Ms. [redacted] also mentioned that our original storage location had available storage but was not able to accommodate Mr. [redacted]’s request for a smaller storage unit on short notice. She did, however, issue him a refund for fuel and the extra mileage he incurred along with an additional $50 to help offset the inconvenience he experienced. The refund for $72.87 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There are two problems with the response from U-Haul. First off they are continuing to destroy the credibility with me by basically calling me a liar. The provide horrible customer service, put me on the road with a piece of equipment that had major malfunctions and just try to hide it. No, the truck DID have electrical and braking issues. I was driving it down the interstate when the head[redacted]s failed, I mean really? Why would I complain about that if it were not true!?!? Next there response regarding the storage reservation is totally false. I walked the ENTIRE storage facility with the owner, [redacted], and they did not have one single unit available! Not large, not small not the one U-Haul allowed me to reserve. In their statement U-Haul says the facility did not have what I needed on such short notice, well then WHY did U-Haul let me reserve it? At this point I am demanding a full refund, I had a horrible moving experience thanks to U-Haul, they have failed over and over in this case and apparently refuse to accept responsibility, now I am being called a liar and the are making allegations of dishonesty against me as a customer. Their partial refund nor their statement is acceptable.

Regards,

Business

Response:

February 25, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Knoxville Regional Office, reviewed the information Mr. [redacted] provided. She explained that she has spoken to the receiving U-Haul location to check the status of the truck Mr. [redacted] rented and as of today, the truck continues to be rented without incident and no repairs have been needed. A refund for $72.87 was already issued in good faith and we need to consider that Mr. [redacted] did in fact complete his move. Please be advised that no further refund or adjustment will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We called the U-Haul dealer at [redacted]. They quoted me $54.99 to rent a car trailer over the phone. They knew that I had planned on picking up the trailer at one location and returning it to another. When we got there and filled out the paper work they told me it would be $349. I told them it was not right. They refused to honor their original quote.Desired Settlement: I would like U-Haul to honor the quote or refund charges we had to pay for another company's charges.

Business

Response:

April 1, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She relayed he was able to complete his move and his main concern was the lack of training on the part of our U-Haul Dealer and the time it took to complete his rental transaction. As we value Mr. [redacted] as a customer, Ms. [redacted] sent him a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. She also assured him our Area Field Manager responsible for our Dealer would follow up on the incident to ensure our Dealer is fully trained in the U-Haul business.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,[redacted]Executive AssistantU-Haul International

Review: Nutshell: I am writing to recount the worst U-Haul rental experience of my life, which left me stranded beside a busy highway during a winter weather advisory for over three hours. The breakdown occurred because of a fuel pump failure and the extreme delay occurred because U-Haul provided the service provider with the wrong location, despite having my GPS coordinates and accurate, verbal directions about my location. For reference, contract #29736511 and phone ###-###-####.

I rented a U-Hal 15' truck from [redacted] at [redacted], on 19 March 2015. The rental was for six hours--I was just picking up a nearby dining set and bringing it to my home. Despite checking in online and providing my preferences, credit card, and driver's license, it took over 40 minutes at the local store to rent the vehicle.

After completing the delivery without incident, I began to drive the truck the 12 miles to the return point. When I merged onto the highway, the vehicle began to lose momentum and eventually sputtered out. I managed to navigate to the shoulder. The highway is an extremely busy, four-lane highway with only a half shoulder. It was dark. Given the size of the truck and poor visibility, my passenger and I felt extremely unsafe.

I called roadside assistance at 8:12 PM. I immediately told them that I felt extremely unsafe, but I was informed that if I left the vehicle, I would be fully liable for anything that happened to it. They took my GPS coordinates at 8:16 PM and I verbally described my location: Highway 29 northbound just beyond the Brokenland Parkway on-ramp. They sent me a text message at 8:27 PM stating that the service provider would arrive within 90 minutes.

I believed that my safety was in jeopardy, as was the safety of my passenger. It was also 33 degrees and during a winter weather advisory. Accordingly, I called back at 8:27 PM and 8:28 PM, but was disconnected both times after requesting additional assistance. Finally, I reached someone at 8:30 PM, who contacted the service provider and confirmed that they could be there "within the hour." Ultimately, the service provider didn't arrive until nearly 11:30 PM, three hours beyond the deadline.

Throughout this period, I was tweeting pictures of my unsafe location, dropping temperatures, and other information to @uhaul_cares. At 9:57 PM, I received a text from roadside assistance asking if the service provider had arrived and providing a link that would notify roadside assistance if no one had arrived. I clicked the link. At 10:17 PM,110 minutes into my ordeal and 20 minutes after notifying roadside assistance via the provided link--I was contacted by roadside assistance, who stated that they hadn't been informed that the service provider hadn't shown. After over 2 hours of waiting, I was informed by roadside assistance that they had provided the service provider with the wrong address and given a new ETA of 20 minutes.

I waited on as highway in the frozen vehicle for over 3 hours. U-Haul equipment put me and my passenger at personal jeopardy, which I repeatedly communicated. However, I was told I could not leave the equipment out of sight, otherwise I would be personally liable for anything that happened. Roadside assistance had clear, accurate, verbal instructions about my location, as well as GPS coordinates for my phone, but wrongly communicated my location to the service provider. U-Haul's internal communication failed utterly: despite following the instructions in the text and over 20 tweets to @uhaul and @uhaul_cares, roadside assistance was unaware until 110 minutes into the event that the service provider hadn't arrived. I'm sick and missed work today, very probably because of hours of exposure. I have ever tweet, picture, video, and screenshot documenting step-by-step this event.

U-Haul put its broken equipment over my safety and health. It was unconscionable. As a result, for care of my own life, I can never again use U-Haul equipment.

I wrote to the company's CEO, but never received a response. Instead, I received a phone call from a local office, which admitted no wrongdoing and offered a $30 store credit.Desired Settlement: U-Haul prioritized its equipment over my personal safety. I was ill as a result and lost a day of work. Presuming that it is uncommon for customers to be stranded in freezing weather for over three hours, it seems reasonable that this experience would be viewed as so extremely unusual and burdonsome that I would receive a formal apology from the company, including an uncaveated admission of guilt. A $30 credit with no admission of wrongdoing is insufficient. I will never again jeopardize my safety by using U-Haul services, so the $30 store credit is completely irrelevant. No, an unqualified apology and promise to prioritize customer safety over equipment is the only acceptable resolution.

Business

Response:

April 3, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Area Field Manager for our Baltimore Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he investigated the situation Mr. [redacted] incurred. He found Mr. [redacted] reported the location of his breakdown to be on the ramp getting onto Rt. 29 North at Exit 18 (Broken Land Pkwy). Our service provider, [redacted], was given this information and gave a 90 minute ETA. Upon arrival at the listed location, [redacted] relayed that Mr. [redacted] was not there. They attempted to call Mr. [redacted]. Mr. [redacted] returned their call approximately an hour later and advised [redacted] he was at Rt. 29 North at Exit 20. [redacted] arrived shortly after that and towed the U-Haul truck. Mr. [redacted] concluded that the call was handled in a timely matter. The delay appears to be because the truck was not located where the recorded breakdown call stated it would be. Mr. [redacted] contacted Mr. [redacted] and advised him a refund would not be issued.

As we value Mr. [redacted] as a customer, Mr. [redacted] sent him a $30 VIP Certificate on March 21st that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

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 response continues to assuage any wrongdoing on the part of UHaul, despite public admission via official media channels, a screenshot of which remains in my possession. The location provided was accurate--a family friend used the same instructions to easily locate the truck. Moreover, UHaul was in possession of precise GPS coordinates of my cell phone. Additionally, in direct conflict with the business' response, I never received a call from the service provider. This is easily demonstrated via call logs. Finally and ultimately, UHaul policies placed me in direct harm and contributed to illness and a missed day of work. The $30 store credit is not a meaningful resolution, because I will not jeopardize my safety by using their services again. The sole acceptable resolution, as requested, is (a) some meaningful review of their policy that customers in unsafe locations must remain in the vehicle, despite their personal safety concerns; and (b) some sort of apology, not for the mechanical failure, but the failure of UHaul to respond within a reasonable timeframe. 3 hours is not reasonable.

Regards,

[redacted] V. [redacted]

I live in a active University Town on state highway 50 in South West Colorado. The town here, Gunnison,Colorado has a long time U Haul dealer who has been locked out by the regional U haul controllers in denver- so that we can not even see a schedule or make a reservation until after may the 23rd, 2013. It is May 10th right now. The professional ability to serve people in this area is anything but professional lately.

My name is Andrea Heller Albershardt and I have even called Cooperate headquarters in Arizona to find out when and where I would be able to reserve a truck!

[email protected]

I placed a reservation for a truck online from the main uhaul page and it said someone would contact me my 6 pm to set up the specific time and location to pick up my truck. No one called so I called them at 6:30 and the woman that answered (said he name was Kim Oldson) said they reserved a truck an hour and a half away from me and when I asked why no one called like they said they would so I could try to find some thing else in my area if they didnt have it she got very rude I asked for a manager and she said they dont have managers and then 5 min later said she was the manager and hung up on me. I called back and got another lady that said I had a reservation in my town but had to wait until they opened the day of my move and call and ask what time I could have a truck. I told here people would be at my house at 9 to move and I needed a set time, she switched me over to someone else to file a complaint and she told me you cant file a complaint until you are done with the truck. The morning of my move I got an email saying I did have a reservation but by that point I already had rented from someone else and I called to say I was not picking it up since they could not call when they were supposed to to confirm my truck and they tried to say I was going to be charged anyway since I did not cancel on time but why would I cancel if they told me I didnt have a reservation. very poor customer service and follow through and rude employees. will never use them again.

I made a reservation with UHAUL July 1st for a 14' truck and tow dolly for a small car for a one-way with a month of storage. I follow up July 24th with my drop off location to verify the information. The Ventura location says that they don't even offer Storage and rudely stated "Uhh who knows how you have that reservation, we don't got storage" So, I call the 1-800 number asking for help to change the drop off location so I can use my storage unit, so they change it to Northridge Storage, which is an hour away from Ventura. I am supposed to drop off my storage and then drive out of the way an hour to drop off the truck. After making a post on Facebook about my experience, a manager calls me and lets me know that they can offer me storage in Oxnard. I think that the situation has been solved until today, I received a call at 8 am letting me know that my truck/dolly isn't available for pickup tomorrow, they are overbooked. They continue to tell me that I can call a location about 30 minutes away to see if they have something, but the Dublin location I made a reservation at, has no trucks for me. I became very frustrated, as I am moving 400 miles away TOMORROW, with no truck now. I called the 1-800 GO UHAUL number and am continuously hung up on by managers and employees. If you go to their Facebook page, you will see thousands of posts of unhappy customers that were scammed and complain of horrible customer service. I would not recommend this company to my worst enemy. PLEASE follow up on these complaints and put an end to this experience that so many customers are experiencing.

Thank you.

U Haul is a nightmare from HELL! I tried to rented a trailer on Oct 14 and a day or two prior I called to confirm that all was good & I was told that I would not be renting a trailer from the TOLLESON store but a store in PHOENIX. I then canceled the reservation due to them changing the localtion with NO NOTICE. So now I am doing the same, trying to rent again for Nov 14 and the cust service phone are not working so how can I get my 50.00 credit or even my reservation? When all this happened I asked for a manager to call me, IT NEVER HAPPENED! Then I call Tolleson store back for the female on the phone to be So RUDE CLAIMING TO BE THE "OWNER" YET SHE WOULD NOT TELL ME HER NAME! WOW!

Worst moving/vehicle rental experience of my entire life. I will never rent from U-Haul again and have already recommended to friends/family that they find a better company to deal with.

Here's the list of things that happened:

- Made an online reservation but then found out that it isn't really a reservation it's a "request", which meant that I didn't actually "get" to find out when and where I'd get a truck until the day before. If you want an actual reservation that costs an extra $40 but no one mentioned that until it was too late to actually make one.

- When I finally found out that I was going to get a truck, it was all the way across the city, and it wasn't going to be available until 4:30pm. The fact that I was moving, had to be out of my apartment by noon, and had made my "reservation" 5 weeks earlier, didn't seem to make a difference.

- When I called to request for an earlier time, I was told that in the entire Lower Mainland of BC there were only 2 one-way vehicles and that I was lucky to even get one of those.

- When I asked to speak to a manager as I didn't think I was "lucky" since I was paying for the service, the manager told me that my choices were to take it or leave it and again he told me I was lucky that he even found me a truck in the first place. He was totally dismissive the entire time, when I asked to speak to his boss, I was told that as far as I was concerned he was the CEO.

- Finally went out, all the way across the city to get the truck, to find out it wasn't actually there and had been returned in an entirely different city. After about 20 minutes of waiting while your employees met behind closed doors, I was told I better hurry because they found me a truck but it was in North Vancouver, on the other side of the city and across the bridge.

- All this time the movers I had hired through your website were waiting for me to return with the truck. Of course I was paying for their time as well.

- All of this meant that by the time I got the truck loaded and we made it to our destination, there was no time to unload the truck. So I had to call the movers I had hired to help me unload, and reschedule with them.

- Everything you guys did, or actually didn't do, added to the stress of my move. You did nothing to make it easier on me nor did it appear at anypoint any one even tried.

To be told I was lucky to get to have a vehicle, when I was paying for the service, like you were doing me a favour. To having a "2-tier reservation" service. To refusing to specify time/location of pick-up (don't tell me after all of the years you've been in business you can't make reasonable guesses to availability, or manage your fleet in such a way that vehicles are available). To being jerked around right up until the very last second.

NEVER, EVER, AGAIN UHAUL. There are plenty of companies in your business, so going forward I'll find somewhere else to spend my money.

I scheduled an appointment to have a hitch installed and was given a time for the installation. This location was 2.5 hours out of my way so I called multiple times to confirm that the parts were available and the installation time was accurate. The last call was 30 min before the 5:30 appt. When I arrived the attendant confirmed that indeed I had the appointment but the person who does installs had not come in that day. No one was able to install the hitch. Despite multiple calls, no one told me the work could not be completed as scheduled. No manager was available. When I called back the next day, I spoke to [redacted] who was very unprofessional and essentially laughed and said "what do you want me to do about it". The manager is [redacted]. The staff are poorly trained in dealing with customer service. I was very disappointed that Uhaul would allow this level of incompetence in delivery of service.

Reserved a trailer for cross country move in Canada. Trailer was double booked and ended up having to go out of my way for another trailer.

DO NOT USE THIS COMPANY!!! I had a reservation for weeks! I'm closing on my house, I HAVE to be out and they could not get me the truck as promised or any other size truck for that matter within 400 miles of me. Due to the short notice, I can't get one from any other company either. The inconvenience of this has put a tremendous burden on our family and now we have no where to turn. Do not risk being put in the situation I've been put in. Go with someone else!

Review: We made a reservation with Uhaul to pick up a truck on november 23rd at 11am. We then received a confirmation email. Upon showing up to pickup our truck we were advised that there was no truck. we saw on the website that there is a $50 guaruntee for trucks not being availible. we were then told there was nothing that we could do. We were offered a truck 30 miles away for 3hrs when our reservation was for 6 hrs.Desired Settlement: Free truck rental and the $50 guarnteed money for missing the appointment

Business

Response:

December 5, 2012

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

Ms. Vicki Powell, our Executive Assistant for the U-Haul Company of Baltimore, followed up on the information Ms. [redacted] provided. After reviewing the reservation, she concluded that the U-Haul location Mr. [redacted] was schedule at changed the pick up time, therefore, he is in fact entitled to the $50 Reservation Guarantee Fee. A credit for $50 was issued back to his credit card and 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,

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: We hired U-Haul to move us from California to El Paso, Texas a month ago and I called them to deliver the u-haul boxes on June 26th, meanwhile we have been in a hotel since May 18th. I had two friends skip work to help unload boxes to our new home but U-Haul called on June 26th and told me they had a broken truck and could not bring the boxes and wait until tomorrow, I called and kept getting transferred and eventually no one helped but what I needed was for u-haul to now help unload this boxes since I had to cancel my two friends who were going to help me.I called u-haul June 21st which gave them ample time to bring these boxes but we're still in a hotel. I talked to [redacted] who is in charge of this department but she ended up screaming at me saying,"What can I do!" then hung up on me. At 4:00p.m they called to inform us the boxes will be at our home but that thay will not help me unload anything. I should also mention that my aunt is 85yrs old and is the person staying in the hotel which has been very difficult for her.Desired Settlement: U-Haul should have helped me unload these boxes and [redacted] should be more professional when dealing with a customer, when she slammed the phone on me I did not call her back but it made me so angry she just got away with it.

Business

Response:

June 29, 2012

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

Mr. [redacted], our President for the U-Haul Company of New Mexico, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for the inconvenience she experienced. He relayed they will reimburse her for the hotel expense when the receipt is received and also explained the late delivery was due to a tire repair needed on the U-Box truck before Ms. [redacted]'s U-Box could be delivered.

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 XXXX[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

My aunt did buy insurance with U-Haul when she transported her things from California and her bed that has a motor for massage does not work also her coffee table was scratched and her sofa was broken which we tried to fix. I called U-Haul on July 11, 2012 to make a claim but it is July 13, 2012 and they have not returned my call.

Regards,

Business

Response:

August 27, 2012

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

[redacted] advised our office they are still currently investigating Ms. [redacted]'s claim. A Claims Adjuster will continue to work with Ms. [redacted] to determine facts of the loss and damages and hopes to reach a resolution soon.

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 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 uhaul in my name to movie my elderly grandma from arizona to florida. I have an active complaint against the uhaul dealer in sedona arizona. the regional manager anthony hollanbeck gave me a $100 refund on the $1700 it cost for the rental. I spoke with him and told him about the situation. Monday January 7th 2013 at approximately 100 am my grandma (who is on as a second driver but not on the contract) took the uhaul key from me (she has dementia) and I got out of the car to retrieve it and she locked me out of the vehicle for 30 minutes. I called the police and they left the uhaul key at the desk because we were in disagreement about who was driving. In the next 24 hrs (this is in van horn texas on the way to florida) I called the police two more times on my grandma and this was all "beyond my control"Desired Settlement: I would like a partial refund due to circumstances beyond my control because now I have an empty uhaul heading to florida. I am willing to drop it off anywhere along the way where it is needed the most.

Business

Response:

January 11, 2013

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

Mr. Jason Turcotte, our President for the U-Haul Company of Western AZ, followed up on the information Mr. [redacted] provided. He informed our office they issued Mr. [redacted] a refund for the difference between the TX and FL rental, which was $271 in addition to the extra days and mileage fees that our TX U-Haul dealer charged, which was another $132.44, for a total of $403.44.

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: Back in Sept last year I rented a truck and tow dolly from Uhaul and picked up at this store on Academy Blvd. The employees there directed me to fill the truck then bring it back to the store and they would hook up the tow dolly and my car. When this was done I asked directly if the tow dolly was compatiable with my all wheel drive Nissan Xterra and I was told yes. Furthermore, the uhaul employees hooked up my car to the tow dolly and put it in neutral...telling me to keep the car in neutral and stay at 65mph or under and everything would be smooth sailing. This was not the case, they should have advised me and my mother that the drive shaft in an all wheel drive car must be disconnected. As a result of this neglegance on their part the transmission and radiator had to be replaced in my car, costing me $3100 and my being out of a car for a month for the repairs to be done. I had insurance with Uhaul through ReWest and all they keep doing is giving me the run around and telling me they wont pay anything. Needless to say I keep getting bounced back and forth, the store would not do anything and I am still fighting with their insurance company almost a year later. Product_Or_Service: Truck and Tow Dolly Rental Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation) I want a settlement from the company to cover that damages to my car and the original rental costs.

Business

Response:

August 22, 2012

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

Mr. Trey Bryan, our President for the U-Haul Company of Southern CO, along with his Executive Assistant, Ms. Falisha Lopez, followed up on the information Ms. [redacted] provided. They informed our office Ms. [redacted]'s rental transaction was in September 2011. Due to the Terms and Condition of the rental agreement, Ms. [redacted]'s claim was denied in 2011. After another review of the information, Mr. Bryan explained their decision in the matter remains the same.

As we value Ms. [redacted] as a customer, she was sent a $100.00 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 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

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 am out around $4000 from the cost of the rentals and the cost of the car repairs. The company did tell me my claim was denied and I appealed it, I never recieved anything in writing regarding my appeal. All I was sent was an unsigned copy of a uhaul contract. I was told I would have to get a court supponea in order to get the details as to why my claim is being denied?! I paid extra for insurance to cover myself in an instance such as to what happened. They did tell me they would give me a VIP certificate to use for uhaul, they did not say it had a $100 value on it, but rather said "Shortly you will receive an email with a VIP certificate, this certificate can be used for any service or product U-Haul provides and is valid for 2 years" I assumed it was for any rental not a set price of $100....furthermore they never sent me that certificate rather Ms Lopez says she is refunding my credit card $44. This is not satisfactory at all. I want them to compensate me for all the trouble and money they have cost me. I would like to be refunded what I spent on the uhaul rentals and insurance since it was not a pleasant experience and I had huge issues due to the negligance of the uhaul employees...furthermore I would like to make a settlement as to the damages done to my car. I was never given such instruction book they speak of, I asked their empployees directly if the tow dolly would work on an all wheel drive car they assured me it would and then they hooked up the car.

I would like a resolution to this that we can both be happy with, and $44 back just doesnt cut it. It has been a year of me fighting this, and I still have not been provided with any real info or help, I am sick of the run around and am more than frustrated. This is why I am reaching out to the Revdex.com in hopes to get this resolved.

Regards,

Business

Response:

October 25, 2012

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

Please be advised that if Ms. [redacted] wishes to pursue a damage claim, she needs to keep in contact with RepWest Insurance Company. We have also forwarded a copy of her most recent comments to Mr. Trey Bryan, our President for the U-Haul Company of Southern CO, to also make him aware of her recent comments.

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 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.

They advised me to talk to RepWest who will not even provide me with any offical paperwork regarding my claim, they told me to get a court order for the documents. No one at either company is helping resolve this, and I have been out almost 4 grand for over a year now. All they do is bounce me from person to person and not resolve the issue or make a settlement. I expect good customer service and I expect some compensation when I paid extra for insurance for the rentals...their employees hooked everything up and adviced me everything would be fine and again my car repairs after this experiece cost $3100 plus a $350 tow to get my car off the side of the interstate. This whole experience has been horriable and UHAUL is to blame they need to be in contact with RepWest and help me get this taken care of or they need to compensate for the repairs themselves.

Regards,

Review: I went to this place to have install a tow hitch on my 2008 honda odesseyon 8/20/2012 12:06 est. I spoke to general manager of the shop mr [redacted]correct first name per his signature is [redacted].I ASK HIM I WANT 2 INCHES RECEIVER HITCH INSTALLED BUT ACCORDING HE HAS 11/4 INCH(ONE AND ONE FORTH).hE SHOWED ME HITCH WHICH WAS 2 INCH. I DO NOT UNDEERSTAND HOW HIM THICKING OF 11/4 INCH.He check in the computer AND HE TOLD ME HE HAS HITCH FOR MY CAR BUT NO MECHANICS TO INSTALL AND HE GAVE AN APPOINTMENT FOR 8/25/12 FOR THE SAME BUT THE RECEIPED HE GAVE HE WROTE 1 1/4 INCH AND I DID NOT CHECK IT EITHER. 2DAYD LATER I WENT BACK AND TOLD GUY AT THE CONUNTER THAT [redacted] HAS FREE INSTALLATION AND HE THE AD FROM PAPER AND HE TOLD ME WE WILL MATCH THAT. SHOULD BE NO P[redacted]LEM BUT BRING THIS PAPER ON INSTALLATION DAY.THIS IS THE ONE P[redacted]LEM.I WENT ON THE DAY I HAD APPOINTMENT FOR INSTALLATION.I TOLD [redacted] ABOUT PEP BOY FREE INSTALLATION AND HIS EXPLANATION WAS THIS IS REBATE REFUND WE DO NOT DO THAT BUT HA TOLD ME HE WILL REDUCE TH PRICE TO MAKE IT UP SOME HOW. I WATED THERE 2+ HOURS AND TIME FOR CHECKED OUT HE GAVE ONLY $25.00 PRICE REDUCTION.I PAID THE FULL CHARGED AMOUNT AND WENT TO MY CAR AND I SHOW SMALLER HITCH 1 1/4 INSTEAD OF 2 INCHES. I WENT BACK TO TALK TO [redacted].I SOPOKE TO [redacted] THE GUY WHO INSTALL THE HITCH AND CALLED [redacted] .I SHOWED [redacted] THE HITCH. NOW HE WAS TELLING ME THAT IT IS RIGHT AND THIS WAS I WE TALK ABOUT AND I TOLD ME HOW COME YOU SHOW ME 2 INCHES HITCH. THAT IS RIGHT BUT IN MY MIND I WAS THICKING ABOUT 1 1/4 INCHES. I ALSO TOLD HIM THAT AT HOME I HAVE LUGGAGE CARRIER AND BALL FOR 2 INCH RECEIVER.HE TOLD ME HE CAN SOLD SOLD ME EXPANDER FROM 1 1/4 TO 2 INCH. I BOUGHT THAT FOR $15.00. HE GAVE SOME DISCOUNT. UNTILL NOW NO ONE SAID ANYTHING ABOUT TURN SIGNAL AND HAZZAD SIGNAL.I WENT HOME HOPING EVERYTHING IS OK.BUT NEXT DAY I WAS DRIVING AND ONE OF TURN SIGNAL FLASHING SO I WENT TO SHOP AND [redacted] WAS NOT THERE BUT THE GUY WHO INSTALLED THE HITCH WAS THERE AND I TOLD HIM SO HIM AND OTHERDesired Settlement: GUY([redacted]) CAME OUT TO CHECK THEY CHECKED AND FOUND FUSE WAS FUSED AND THEY PUT NEW BUT WITHIN FEW MINUTES IT FUSED UP ALSO. SO THEY CALLED [redacted] FINALLY they told me to come back tomorrow monday we will call other tech by 9 am and call you by 10am but next day by 10:30 am no call so I came to shop and spoke to [redacted] was there next to him. [redacted] told me he did not know that I going there and [redacted] said he just come in. they check something in computer and happened to found out the wiring used we

Business

Response:

September 11, 2012

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

Mr. [redacted], our President for the U-Haul Company of North Philadelphia, followed up on the information Mr. [redacted] provided. She informed our office he attempted to speak to Mr. [redacted] but reached his voice mail that gave a message his mailbox was full. He relayed that according to our GM of our U-Haul Center, Mr. [redacted] did agree to the installation of the size of hitch that our Center had in stock. Mr. [redacted] was informed we did not match the free installation offer that [redacted] offered him. However, our GM did give Mr. [redacted] a discount. Mr. [redacted] also explained there is currently an open claim on the wiring issue with [redacted] and Mr. [redacted] will be contacted with an answer after their investigation is completed.

Our customers are very important to us and we regret to hear of situations that cause p[redacted]lems 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]2, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

respond to u-haul reply please below is my respond:

I do not agree a word what they saying. the information she got from her branch is completely misguiding and untrue.

I am repeating : I do see the receipt and work done untill and after work is completed.

General manager at location show me what I will get and since they did have part 2" receiver they went ahead without asking me installed 11/4"(one and quater)

Secondly electrical wiring were done wrong and turn singles and hazad lites were shot and were not working

Third they could not correct the p[redacted]lems of turn singles and hazad lite with more than few attampts.

Fourthly General Manager told me to go [redacted] and get it fix which I did and it not only cost me few hundred dolloars but lots head ache, pain and sufferings and back and forth travelling

of few hundreds miles and cost of Gasolene.

I am completely disatisfied with there work and respond which is not true respond.

If does not resolve and it ok with Revdex.com I want to FILE a claim in court.

They removed the electrical wiring and to connect right Honda Dealer want $150.00 labour plus $440.00 parts.

They have choice to satisfied me this what is they advertise "Customer Satisfaction first"

I want done right and they flew up the chance I gave them for my three trips to there shop.

thanks again.

Phone: [redacted]

Regards,

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of North Philadelphia, reviewed the

information Mr. [redacted] provided. He reiterated that Mr. [redacted] was

given a discount on the hitch installation. He also spoke with the

[redacted] agent who is handling the claim for Mr.

[redacted]. Mr. [redacted] was going to send in the repair receipts he

incurred at the Honda dealership. As of today, [redacted] Insurance

Company has not received them and the claim cannot be processed until

they do. Mr. [redacted] needs to keep in contact with his claims adjuster

at this point.

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.

Gentlemen,

I have wrote last time about approximately expenses

I do not know what is this receipt in question.

I have temporarily did some repair work but I do not have any more receipts.This receipt not going to satisfied my complained I have bought out to Revdex.com.As you know this been draging on unnecessarily by U-Haul.

If matter does not resolve by January 15,2013 I want to file a complaine in smal claim court which I asked last time. This is final. I will wait for responsible respond.There are lots of damages cause by this

I wrote everythng last time and U-Haul knows that.U-Haul misguided from very first step like show me 2" receiver sample and installed 11/4-one and onequater receiver. On the top they mash up turn signals an

hazads lites. They did such a big p[redacted]lem which they can not figured it out .I have to go-back and forth several time and they still could not fix the electrical p[redacted]lems. My main point is they cheated by showing

good item what I wanted and installed something defferent what they have in stock at the time They gave me appoinetmet when they can do the work a week later when Tchnician and Parts supposively

available at the U_Haul Shop.

I want to know How come they still did not have Parts needed which force them to install wrong parts and performed wrong electrical. Very friendly if they told me they do not have parts I would have make

another appoitment with them. But no,they want to cheat me so they did what they want which is wrong I am sure they know that. Mistake is made and nothing wrong in excepting and go on.

Thanks so much.[redacted]

Regards,

Business

Response:

December 18, 2012

Thank you for forwarding

Mr. [redacted]'s recent information to our office for another review.

Mr. [redacted] needs to keep

in contact with his adjuster of [redacted] to address

any further concerns he has on his claim. If he cannot produce the

receipts [redacted] is requesting, he needs to relay this information to

his adjuster in order to obtain a final resolution.

Thank you again for your

concern.

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.

Dear Revdex.com-Ladies and/or Gentleman,

Thank you for your hard work try to bring this complaine resolved.

It is going out of my respond. Because soon it will be handle by attorney and small court.

There respond is very frustrated. They are not for cusmer. I am not happy the way they handle.thank you very much. Everything including work they performed and parts they used are all done wrong

from very begining and they did not do what they promised. They cheat me and I want all these worked they performed including parts and labor corrected by [redacted].

this is must be done to bring this complain settle and should be soon. thanks.

Regards,

Review: The issue I have is two fold. First with the service provided by U-Haul U-Box, and the insurance they provide for the service. I shipped my goods (furniture, clothes and some kitchen ware) using U-Box from [redacted] to [redacted]. While at the U-Haul center in [redacted] I went ahead and purchases insurance at the time of paying for the U-Box. During this time, you "sign" the contract. The contract however is 7 pages, and is shown only on the small credit card machine screen. There was no overview given by the employees explaining the contract or insurance of what is and is not covered. You simply sign the machine screen for payment and therefore are signing their contract as well. This contract cannot be found online, nor is it ever sent via e-mail. I looked and it took over a week of phone calls to the claim agent, U-Haul customer service to get a copy of this contract. Once the U-Box arrived in [redacted] I opened the box to find my furniture destroyed from rough handling I took pictures upon opening as I assumed I would have to make a claim. I called the [redacted] U-Haul center as well to validate this is the proper step, they said yes and they assured me this should be covered by the insurance I purchased. At this point I have pictures documenting the damaged furniture from opening and as I unloaded the box. I filed my claim with [redacted] who is their contact for claims. After 2 weeks I received a call from the Claim Agent stating they will not honor the claim. The reason being, if the U-Box can survive, then the insurance does not have to honored. This is regardless of rough handling or any negligence on the part of U-Haul employees.Summary, the insurance is not transparent and rarely applicable according to the way they've written it. The employees do not given any guidance and the consumers do not get hard copies or adequate means and opportunities to view the contract they must sign.Desired Settlement: I want the insurance to be honored. I have the "Loss of Content" sheet sent for my claim that totals $710 in damaged furniture.

Business

Response:

March 4, 2013

Thank you for your concern for our customer Mr. Kniess.

[redacted] did an investigation on Mr. Kniess’s concerns and they found no signs of the U-Box being mishandled during shipment. [redacted] does not cover damages as a result of improper packing and shifting of cargo. Initially the claim was denied. However, in an effort to bring closure, [redacted] issued a check for $574.50 to [redacted].

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

Sincerely,

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,