J.R.J. Tara Corporation

Review: My husband and I are moving. We hired moving labor to help with the move and reserved a truck with U-Haul. Once I had completed the online reservation I immediately contacted the business to verify all our information and confirm they could guarantee they would have an available truck on that day. I was assured that the truck would be there. Now, 4 days before we move on one of the busiest moving weekends of the year they call to inform us that they triple booked their trucks for the weekend and that they will no longer have a truck available for us. I called back to speak with a manager and spoke with [redacted], who said she was the assistant manager. She informed me that the person I spoke with wasn't on their site and wasn't authorized to guarantee me anything. I was never informed by him that he wasn't authorized - what I was told was that he guaranteed us a 24 foot truck would be available to us at the time of our reservation and that everything was set and ready to go.I have now had to scramble to find a truck as we have already scheduled and paid for moving labor that will arrive ready to pack up a truck we no longer had. I found a Penske location that is 15 miles further away that costs $200 more UP FRONT plus we will be charged for every extra mile we now MUST drive to pick up and return the truck.When you order a product or service and are guaranteed that it is available, that business should make absolutely certain they can meet that guarantee. My husband and I are beyond angry at the inconvenience and the added cost that this creates for us simply because a business lied to us.If we had known they were even capable of booking multiple reservations for the same equipment at the same time we never would have even considered them. I didn't know that doing that was even legal.Desired Settlement: DesiredSettlementID: Other (requires explanation)

They should not be allowed to continue booking reservations on top of one another. We reserved a moving truck and were verbally assured it would be there. What I would really like is for U-Haul to pick up the added cost that their mistake is costing us. But mostly I would like to know they cannot do this again.The hardest part for us is that the damage of their error costs them nothing, but it is costing us several hundred more dollars that we

Business

Response:

July 16, 2012

Thank you for your concern for our customers Mrs. [redacted] and Mr. [redacted], whose name actually appears on the reservation document.

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern WA, followed up on the information Mrs. [redacted] provided. She informed our office a refund for $200.00 was issued in the name of Mr. [redacted] as an adjustment. They should receive the check within the next 10 business days if not already.

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: Worst experience ever.... Me and my wife rented a Uhaul van from the Jersey City location as we were moving from NJ to FL. Upon renting the vehicle, Uhaul needed a 2nd credit card, which we were told would not be charged. They lied, and charged the wrong card causing issues with my bank. Then, after they told me that they would assist with attaching the car to the truck, I had to drive to three different Uhaul locations for assistance, wasting miles and gas along the way. Upon leaving it was discovered that the Uhaul did not have Air conditioning when the truck accelerates. So during the country's most recent heatwave, we are driving w/o air condition... Upon arriving in SC, we blow 2 flat tires on I95. It took over 4 hours for the tires to be fixed, since the mechanic only brought 1 tire the first time around. As a result, we had to make a 2nd hotel reservation, losing my deposit for the other hotel. Added on to this, my wife has a health condition that got progressively worse, due to the lack of air conditioning and restrooms while waiting on the side of a road for 4 hours...The next morning upon starting up the truck the check engine light appears. We had to drive from SC to South FL with a truck that could not accelerate, break properly, or have AC. It was a nightmare.We called Uhaul and told them all the issues we had, it took them 3 days for a "manager to respond. upon responding to our complain, the manager tells us that our issues were not recorded.. Seeing how they "record" all of their conversations, i'd like to see how they conveniently can't find that conversation. They told us they couldn't provide a refund back to the wrong credit card, and all they could offer us is $185 refund. They didn't care that the truck they provided to us was clearly not working properly, they just wanted our money...Desired Settlement: $185 is an insult. It doesn't even pay for the gas to get out of NJ. For all the stress and hassle of having to deal with a broker truck, health issues, and hotel deposit losses I'd like a more appropriate refund, at least half the bill. It's ridiculous that I am being forced to pay just under 2K for a broken truck w/no air during a heat wave. I will never use Uhaul again.. worst moving experience ever. They have no idea what customer service is...

Business

Response:

July 16, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Northern NJ, followed up on the information Mr. [redacted] provided. He informed our office that a message was left for Mr. [redacted] advising him that, in addition to the previous credit for $185.00, a supplemental credit for $100.00 was issued back to the same Visa account as adjustment on his rental. The credit should post on his next credit card statement. Mr. [redacted] also mentioned this was a final resolution, no further refunds or adjustments would be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Review: On July 3, 2012 I rented a U-haul pickup truck for 4 hrs. (4pm-8pm).Contract estimate was for 25 miles, totaling $38.36. The truck had 3/8 of a tank of fuel. I drove it 22 miles placed a little over 3 gallons of fuel in it and returned it shortly after 7pm. Two U-Haul employees were still on site; an employee told me to park it and drop the key into the drop off slot, which I did.On July 9, 2012 while reviewing my credit card statement it was discovered that I was charged $38.36 twice and $40.69 for a total of $117.41. I proceeded to the U-Haul location to find out what had occurred. I spoke to [redacted], General Manager. Upon asking why I had been overcharged for my rental she stated that the truck was turned in only with 1/4 of a tank of fuel and that I drove 27 miles.I proceeded to show her the receipt for fuel and informed her that we had only driven 22 miles. Ms. [redacted] stated that there was nothing she could do and that I was responsible for the mileage and fuel costs. I stated that it seemed rather fishy that I had less fuel and more miles than when it was turned in.Ms. [redacted] was very rude and condescending implying that I couldn't calculate the mileage correctly and stating that I was still responsible for the truck even if dropped off after hours and that she was not responsible for any suspicious activity that may or may not have happened on the U-Haul property. But I would have been charged for another day if I turned it in the next day during business hours. Ms. [redacted] claimed that she credited back to my credit card $30.00 on July 5th but as of this date it still has not appeared in my account. Since Ms. [redacted] stated that she would not refund the money and refused to correct U-Hauls questionable business practices I handed her my written 30 day notification of intent to vacate my U-Haul storage unit.I have been a regular U-Haul customer for several years and am very disappointed in the actions of this particular U-Haul establishment.Desired Settlement: I would like to have the second withdrawal of $38.36 and the $40.69 for a total of $79.05 withdrawal returned to me that were not valid.

Business

Response:

July 16, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of NM, followed up on the information Mrs. [redacted] provided. She informed our office she sent Mrs. [redacted] an email explaining, after reviewing the rental document, total amount of charges came to $79.05. Ms. [redacted] issued a credit for $43.82 back to Mrs. [redacted]'s Master Card account and charged her for just one rental period and 22 miles for a total rental fee of $35.23. The credit reflects a refund for fuel and the extra day charge and should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: We booked a Uhaul from July 1st to 3rd. We picked it up at Blackfoot location, drove to our P[redacted] home, then to and from our new home in [redacted], and from the new home back to the gas station & back to blackfoot location to drop off. We were done with the vehicle a day early, and returned the truck on the 2nd. The worker asked if our card was on file, and we said yes, and that was all we had to do and went home. We expected to receive a credit for dropping the vehicle off a day early, but instead we received a shocking invoice in our inbox. The invoice said we dropped the vehicle off on July 5th and that we drove 366kms on it! The distance from the pickup location, between our new and old home, and dropping it off is no more than 78kms. The invoice is in miles. It says we drove 228 miles, and we drove approximately 49 miles (according to our route on google maps). at the rate on the invoice of 1.11 per mile, we were overcharged $208.97 including GST. We phoned Uhaul 3 times regarding this. Each time we were told it would be looked into and someone would be in touch with us within a few days. We waited it out each time before calling again and never got any reply. We have a fuel receipt indicating $29 worth of gas to fill up the uhaul and the date for that. By looking at the receipt you can see the number of days for the rental of the dolly does not line up with the pickup & return dates.Desired Settlement: We would like a refund of $208.97 because we dropped the truck off July 2nd not the 5th like the invoice says, and we only drove 78kms on it, not 366kms/228.3 miles like the invoice says.

Business

Response:

August 21, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Mr. [redacted] provided. She informed our office she did in fact find a discrepancy in the mileage on the truck Mr. [redacted] rented. She contacted Mr. [redacted] and advised him of a refund for $226.58 to cover the extra day charge and extra mileage fees. The refund was issued back to Mr. [redacted]'s Visa account 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,

Executive Assistant

U-Haul International

Review: First of all to give you a setting, it was 109 degrees in [redacted] the day I rented a truck from U haul, approx. 11:30am.I lived about 30 miles from the pick up point. I got the truck and left, I was in traffic from the airforce base. And the air conditioner did not work.I was about 15 miles out when I realized the air was completely out.I called the 800 number given for service of the vehicles. When I called I was told I had to take the vehicle to [redacted] which was another 30 miles, in the hot weather. I told them I would not take it that far, it was too hot. They told me the only way I could have a truck was to take it to OKC. I then turned around to take the truck back to the rental agency. The brakes went out on the truck. I called back to the 800 service number. I was told to take it on into the rental place. 30 miles away. At that point I feel the truck was dangerous. I was told if I left it on the side of the road they would file charges on me.I got the uhaul to the CLOSEST uhaul rental agency I could find. Then then called the rental agent I had driven from. It was a good 15 miles away in city traffic.Needless to say, I was drenched in sweat at that point. The uhaul renter in [redacted] told the renter I had stopped at that I HAD to drive the truck to their facility. I refused, it was unsafe.I sat in that office for 2 hours waiting on them to make a decision. Finally the person working in the office took me to the [redacted] location. They did give me another truck that was the same size. They didn't say sorry, kiss my rearend. Just here's your truck. The second truck that we took had bald tires. It was just as dangerous. I have photos of the tires.I was then given 48 hours from the first time of rental to load the truck and get to my destination, 180 miles away, unload and return the truck.This is the WORST customer servce I have ever encountered. I had reservations for the truck. I didn't just walk in wanting a truck. The vehicle should have been ready.Desired Settlement: At least part of my money back. I wasted 5 hours on their vehicle. My time is as valuable as their rental trucks time. I ended up leaving my home after midnight because of their negligence.As far as health issues go. I am disabled and could have had a heat stroke before I got their truck back.

Business

Response:

August 21, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Oklahoma City, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email in response expressing his apology for the experience she had with her U-Haul rental from [redacted], OK to [redacted], TX on August 5, 2012 and that corrective action would be taken to prevent the situation from happening again. Mr. [redacted] explained that since Ms. [redacted] did not receive the equipment in the condition she deserved, he is refunding the full amount of $305.52 back to her Master Card account. The credit should post on her next credit card statement. He included his telephone number if Ms. [redacted] wished to reach him.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I have made resevervations for two trucks and this last time a trailer. The first two times were reserved on the website, and the final time was in person at the location. When I arrived at the location to get my trailer, it was not there. To make matters worse, the reservations were made with the manager of the location, and he assured me it would be there. The trailer was located at another location on the other side of town. We made a complaint with u-haul's customer service, where no follow up was made. The manager made ZERO effort to inform me about the trailer, just like the previous two other times.Desired Settlement: I want my trailer rental completely refunded. The company cost me hours of time tracking down a trailer that should have been at the location. Furthermore, this is the 3rd time in a row that this has happened. No effort from the manager at the location or any other employee for that matter. I had a hitch installed at the same location costing me over 300 dollars, then another 250.00 for the trailer. I want my 250.00 back for all the time that was lost, the gas I spent driving all over town.

Business

Response:

August 27, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of New Mexico, followed up on the information Mr. [redacted] provided. She informed our office she attempted to speak to Mr. [redacted] but reached his voice mail. She left a message explaining she was going to issue him a refund for the trailer rental fee in the amount of $293.65 back to his Master Card account. The credit should post on his next credit card statement.

As we value Mr. [redacted] as a customer, he was also sent a $25 VIP Certificate the beginning of August 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,

Executive Assistant

U-Haul International

Review: I made a reservation for a booking from Friday Aug. 17 to Sunday Aug. 19 for a trailer. In the email I received it advised I was going to be called by someone to confirm where I could pick up my trailer. I had to call myself, 3 times, before anyone was able to help me. I was not told where I could pick up the trailer until the day prior when I made the booking a week in advance (Aug.9). When I went to pick up the trailer on the morning of my booking I was told I could have it until 2pm the same day. I called customer service to file a complaint and after speaking with one woman she put me on hold for 30 minutes before I was transferred to another woman who then told me to call back in an hour and hung up on me. I tried calling again and was told I was being transferred to management, I was transferred twice before I was again, hung up on.Desired Settlement: An explanation by management, this cost me time at work and resulted in wasted time over my weekend.

Business

Response:

September 5, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Alberta, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and explained our on-line reservation procedures. They both viewed Ms. [redacted]' reservation on-line at the same time and Ms. [redacted] provided an explanation to some concerns Ms. [redacted] expressed.

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: A 2" hitch was placed on my 2011 Subaru Forester on 3/24/12 by U-haul on [redacted] Road in Pittsburgh. I was told the installation should take approximately one to two hours, but instead it took closer to six hours. I was then told that the technician performing the work was not a usual employee at this location, and he was having a difficult time performing the installation due to his poor experience. I was credited $20 for the inconvenience by the receptionist, Stephanie. The hitch and my vehicle had been operating without problems until 8/31/12. Regular service on my vehicle was up-to-date, and had been performed by a Subaru service center as needed and on time. On 8/31/12, I drove my vehicle approximately 80 miles, and I was unable to shift into reverse or park when I reached my destination. The vehicle was towed to a nearby Subaru dealer. The mechanic diagnosed the issue with my vehicle as being caused by faulty wiring and pinched wires created by the U-haul technician. The mechanic also mentioned that U-haul wires were dangling approximately 6 inches under my vehicle. I called U-haul's manager, [redacted], to discuss the issue. He was extremely rude and aggressive on the phone, talking over me and not allowing me to explain the situation. He asked that I bring my vehicle to him to have it repaired and said he knew exactly what the problem was. I tried to explain the fact that my vehicle had to be towed to a dealership because it was in another city 80 miles away. Mr. [redacted] then told me that my warranty with U-haul would be void if anyone else worked on the repairs. He gave me a phone number to file an insurance claim and said there was nothing else he could do for me. I told him that I would be reporting him to the Revdex.com, and he hung up the phone. The new repairs done at the Subaru dealership will total approximately $550.Desired Settlement: I would like a refund of $175.85 which is the difference between the total charges paid on 3/24/12 ($305.80) minus the cost of the actual hitch ($129.95).Although it would be appreciated, I am not expecting U-haul to cover all the charges from Subaru. I do, however, expect them to be sympathetic to the situation, realize they provided defective service and attempt to improve the situation.

Business

Response:

September 13, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Dr. [redacted] provided. He informed our office he sent Dr. [redacted] an email in response explaining he reviewed her hitch invoice done at our [redacted] Rd. location. A full refund was issued in the amount of $305.80 back to Dr. [redacted]'s [redacted] account and should post on her next credit card statement. Mr. [redacted] relayed that the complete refund would hopefully help offset any out of pocket expense she had with Subaru.

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: Uhaul refused to honor my claim when their auto transport flipped upward and gashed the tailgate of my 2011 F-150 XLT. Equipment # [redacted], a UHAUL auto transport was carrying my 2001 Honda civic as I drove my family from Washington State to North Carolina during a duty station change. The transport gave me problems throughout the country despite me following UHAUL's instructions. I had to call on three separate occasions. Once for a flat tire, twice for broken chains. Someone came and replaced those items wihin a few hours, but when the biggest problem happened, UHAUL refused to help claiming that my insurance did not cover the towing vehicle. I cannot seek arbitration until I return from deployment. Frankly, the situation should have been handled at a much lower level circumstance. Meanwhile, my insurance company charged me a $500 deductibl for UHAUL's mistake.Desired Settlement: I respectfully request my $500 deductible be refunded for damages incurred by UHAUL for said named claim.

Business

Response:

September 10, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern WA, followed up on the information Mr. [redacted] provided. She explained RepWest Insurance Company investigated Mr. [redacted]'s claim and found U-Haul was not at fault. Ms. [redacted] also mentioned that when Mr. [redacted] returned the equipment he filled out a questionnaire regarding the condition of the equipment and indicated no damage.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a storage unit from the location in [redacted], MN. When I originally signed up for the unit the employees told me I would have no trouble switching to a smaller unit when I needed to. At the time I was sharing with a friend to help her out while she was gone for the summer. I ended up signing up for auto-pay to make sure I didn't miss any payments and get charged an extra fee. When it came time to switch units I called customer service to make sure I wouldn't be charged a fee because I didn't receive the usual e-mail telling me when the money would be withdrawn. They told me nothing had been processed. I went ahead switched units and was then charged the next day for the old one. I called customer service as well as the manager and was told they couldn't do anything about it. I understood that I had signed-up for auto-withdrawal but was very upset that they weren't willing to work with me at all. When I called customer service I waited on the phone for a half an hour only to be transferred to multiple people. When I finally reached someone they referred me back to the manager of the location even though the employee told me they weren't able to help either. In the end I was charged for both units. I would never do business with this company again.Desired Settlement: I would like to receive the $80 I payed for a storage unit I didn't even use even though I was paying for another one in the same facility.

Business

Response:

September 13, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Northern MN, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] an email as follows:

Dear Ms. [redacted], Your communication with the Revdex.com regarding your rental of storage units at our [redacted] U-Haul has been forwarded to my attention for review and response. Please accept my apology for the difficulty you encountered in your attempt to obtain a refund for the larger unit's monthly rent. I have processed a credit in the amount of $80.95 to your Visa card ending in [redacted]; please allow 3-5 business days for the credit to process and post to your account. A receipt of this transaction has been sent to you in a separate email. I wish to thank you for bringing this to our attention and allowing us the opportunity to resolve. We looked forward to continuing to do business with you. Thank you, [redacted] Executive Assistant U-Haul Co. of Northern MN.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from U-Haul of [redacted], @ 5:41 on Friday evening, 10/26/12. When I returned the truck the following afternoon, the proprietor claimed that the truck had been due back by 7am that morning--something that had not been communicated to me. What's more, while renting out the vehicle, they had mis-recorded my phone number, so their efforts to communicate with me were unsuccessful. The issue is that: 1) I have not been provided a copy of my final invoice as of yet; & 2) I have been charged a $50 surcharge for a "late" return of the truck.At no time was it communicated to me that they expected the truck to be returned by 7am. I asked what the procedure would be if I dropped the truck off in the evening, but that is not agreement to truncate what is normally a 24 hour rental.I have spoken today, Monday 10/29/12 with the proprietor about this charge being refunded to me, and was refused because they said they needed the truck at 7am for a previous reservation. Again, this was not something that was explicitly communicated to me at the time of rental. What's more, when I returned the truck on Saturday afternoon, the proprietor tried to say that it wasn't in his authority to issue me a refund, and that it was up to corporate, which he revealed to me in today's telephone conversation, to be untrue.Desired Settlement: I would like this $50.00 charge credited back to my debit card.

Business

Response:

October 30, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. K[redacted], our

Field Manager for the U-Haul Company of Southern WA, followed up on

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

contacted Mr. [redacted] and discussed his concerns. She also advised

him of a refund for $50.00 that she issued back to his Visa account.

The credit should post on his next credit card statement.

Our

customers are very important to us and we regret to hear of

situations that cause problems for them. Thank you for bringing this

matter to our attention and allowing us to offer a response.

Sincerely,

Executive

Assistant

U-Haul

International

Review: On Thursday November 9th at approximately 6:45pm, I rented a U-Haul cargo van from Decent Car & Truck Rental at [redacted]. I was told I would be charged $19.95 + $0.49/Km as well as $15.00 for the insurance I signed up for. I was also told that I would be charged $30.00 if I didn't fill up the gas to where it was initially which was at plus whatever fuel that would be needed to fill it back up to the mark. When I got in the cargo van, the staff member showed me the mark on the fuel gage which was at 3/4 of the tank. He told me that it would probably only cost about $5 to fill it back up. I travelled with my friend from [redacted] to [redacted] to [redacted] to the gas station at [redacted] back to the location to where the staff told me to drop the van off (which was very close to the [redacted] location.) I put $8.06 worth of gas so that it went back to (and a little bit beyond) the 3/4 of a tank mark. This distance travelled was no more than 8 Km maximum. The next morning I received my bill via email for $110.90. I was charged the standard $19.45 as well as the $15 for insurance. They also charged me the $30.00 fee for not filling the tank back to where it was as well as the $11.37 needed to fill it back up to where it was supposed to be. It was also marked that I had travelled 42.5 KM (!) which resulted in a KM charge of $20.82. Shocked at these fees, I called the U-Haul's main customer service line and she brought up the information from my file. After explaining my situation, she told me that she would waive the $30.00 fee but that I would still have to pay the $11.37 and that if I didn't accept that settlement, I would be charged "all of these fees plus an escalated price." I told her that obviously I didn't want to be charged more and she told me to look for the $30 credit. I didn't have time to explain the KM situation and fees because I was at work. The rest of the bill came from taxes.\par Product_Or_Service: U-Haul\par Account_Number: [redacted]Desired Settlement: Refund I want the entire bill reassessed. I have the gas receipt to prove that I put $8.06 in the tank at 8:40pm right before I dropped the van off. I want the $30.00 + $11.47 fees waived, as well as the $20.82 fee brought down to no more than $5. I would also like to know why I was threatened with a "if you complain, you will be charged everything plus more" fee on the phone by u-haul's customer service rep??}

Business

Response:

November 20, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], Senior

Staff for the U-Haul Company of Eastern Ontario, 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 and advised her of the credit for $18.32 previously

issued along with a credit for the $30 fueling 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,

Executive

Assistant

U-Haul

International

Review: My name is [redacted]. I sent a money order of $140.95 to the U-Haul place in [redacted],VA . They claim that they did not receive the money order $140.95. Its been 3 weeks already and they talk about if I don't pay for my storage in 14 days that they will put a lien and terminate my storage and I have to pay $50.00. I called them almost everyday to find out if they receive the money order. They said they didn't received the money order. I ask them for their fax number where I could send them a copy of the money order stub. They told me that they don't have a fax machine that I could send them a copy of the money order. They claim that's not proof if I send a copy of the money order stub. I told them I'm not paying a $30.00 late fee if I send the money order that was sent on 1st of November. They told me if the money order is lost that I have to pay another $140.95. I didn't have any problem for the last 3 months when they received my money order. Now all of a sudden I have a problem with this month. I be honest I believe somebody cash my money order. Maybe I'm wrong but I know this needs to be investigated. I called the post office told them the situation they said to fill out a form to track down the money order which will take 2 weeks or more which I don't have. I don't want my storage to be terminated or my things put out. I have very important things in my storage. I moved back to New York immediately because of a family issue. I left my things down there in their storage until I somebody to help me bring my things up. This been very stressful for the last 3 weeks not knowing where the money order just disappear too. I don't know what else to do I need your help. Thank You [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need questions to be answer. Somebody is lying to me I'm getting the run around and I'm tired of this.

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Marilyn Campbell, our

Reservation Manager for the U-Haul Company of Tidewater located in

Portsmouth, VA, followed up on the information Ms. [redacted]

provided. She informed our office she verified with our Field

Manager that the money order was received 2 weeks after speaking with

Ms. [redacted] and in was applied to her storage account

immediately upon receipt. Late fees were waived as the postmark was

dated on the 1st of the month. Our Field Manager spoke to

Ms. [redacted]'s mother and assured her payment was received

and late fees were waived.

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

Business

Response:

December 5, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. Marilyn Campbell, our

Reservation Manager for the U-Haul Company of Tidewater located in

Portsmouth, VA, followed up on the information Ms. [redacted]

provided. She informed our office she verified with our Field

Manager that the money order was received 2 weeks after speaking with

Ms. [redacted] and in was applied to her storage account

immediately upon receipt. Late fees were waived as the postmark was

dated on the 1st of the month. Our Field Manager spoke to

Ms. [redacted]'s mother and assured her payment was received

and late fees were waived.

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: I had entered a contract with U-Haul in order to ship several U-Boxes to my home in Arizona from my Father's residence in [redacted]. They failed several times to complete the estimated shipment dates and damaged a 30-year old tree in the front yard.

I therefore filed a dispute with my credit card company for the charges. I attempted to contact U-Haul previously, but they did not return phone calls and would not address my issue with their performance. The credit card company ([redacted]) arbitrated the dispute, and found that U-Haul did not provide adequate responses, and therefore I was granted my money back.

However, U-Haul has now forwarded this claim to a collection agency. This matter was already resolved with my credit card company. I feel this is matter should have been closed, not taken to collection.Desired Settlement: A neutral third party has already decided that U-Haul has not provided information in support of this bill. Therefore, I request that U-Haul drop the issue with this collection agency. If U-Haul wishes to contact me regarding this matter, I will gladly discuss it with them.

Business

Response:

January 7, 2013

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of South Bay, followed up on the information Mrs. [redacted] provided. She has been in contact with Mrs. [redacted] and is in the process of doing more research to reach an amicable resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This is a service issue, a customer service issue and a delivery issueWe selected Uhaul to make our move, reserved a truck and hired movers to help with the moveUhaul has informed us the day before the move that no truck will be available; they don't know when a truck will be available; and they don't know where we are on the priority listWe tried calling customer assistance and they have both hung up on us and left us on hold for minutes.Our moving date is not flexibleUhaul's inability to deliver the truck we reserved is causing a great deal of pain as we need to move out on a certain dateUhaul's inability to provide any information whatsoever and inability to even answer our calls is not how a professional business operates.Desired Settlement: Uhaul needs to provide a foot rental truck for our use as soon as possible
Business
Response:
Thank you for your concern for our customers Mrand Mrs[redacted]
Our records indicate Mrs[redacted] picked up their truck on the date requested and was dispatched at 8:30amOur Traffic Department explained that availability was a little scarce in their area but we were able to fill their reservation on time
Our customers are very important to us and we regret to hear of situations that cause problems for themThank you for bringing this matter to our attention and allowing us to offer a response
Sincerely,
Executive Assistant
U-Haul International

Review: Made apt for installation of tow hitch on vehicle on June 25, 2013. When arrived,told that they did not have a tech there to perform work and the parts were out of stock. They got them from another facility later in day but when I returned, car still on lift and I was told that they did not have proper lighting kit for trailer and no other facility around had one either, but my family was leaving on vacation on Thursday morning. Store manager called [redacted] and was going to get one shipped and delivered and I was told to return on Thursday. I returned 4 hours later and it was just getting done. I paid $264.00 balance (already gave $50 deposit over phone when making apptmt) and left. Friday morning at home while husband was attaching trailer to vehicle, he noticed that it was hanging really low. After putting ATVS on the trailer hitch was less than 1 inch off ground and my husband was traveling 5 hours to [redacted]. We pulled on it and it was really loose. My husband and I got in car and drove to [redacted] facility and arrived there at 10:30 a.m. Only one employee was there and a driver making a delivery. There was a line of customers and only 1 employee, we figured it would be a few minutes. The delivery driver looked under the vehicle and told us that the tow bar and hitch were not even completely bolted and that was why it was so loose and hanging so low. It was now 11:30 a.m. and still no help. The kid working there was alone and said he would bring our car onto lift as soon as he got the stalled forklift out of way. He continued to try to jump start forklift as we waited and waited (with rest of the parties we were vacationing with were at home waiting to leave on trip that should have taken place the day before). Store manager, [redacted] arrived and we explained to her how upset we were and how catastrophic that would have been had my husband got on highway with hitch that was not even bolted properly to vehicle. She spent next 2 hours repairing, never apologized and we left disgusted.Desired Settlement: I would like a full refund of monies paid ($314.00) for the installation of a tow and hitch package on a 2004 [redacted] vehicle due to unnecessary trips back to facility because of item that originally told was in stock was not in stock and for improper installation of the tow and hitch unit.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and addressed her concerns. He offered to reimburse her for the labor fee due to the inconvenience her and her family experienced as well as send her a $20 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. Ms. [redacted] opted to decline the offer. Mr. [redacted] relayed that a full refund for the hitch 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,

Executive Assistant

U-Haul International

Review: I ordered two U-Haul storage boxes to be picked up in [redacted] and delivered to ** within 7-10 business days. The boxes were picked up on April 30. It is now June 14 and my boxes have still not been delivered. I have contacted U-Haul on several occasions. My storage boxes were finally located. They had been sent to a U-Haul location in [redacted] and left in storage. U-Haul tried to charge me for the storage of the boxes and late fees for unpaid storage even though the boxes were not supposed to be there. They then tried to charge me more their original quote in order to ship my boxes to the original agreed upon location in **. After talking to numerous representatives and a manager, I had received a few different quotes and was told that until I agreed to their new terms, they would hold my boxes in [redacted].

I did my part. I made a reservation, I loaded the storage boxes, and provided my payment information, and made an initial payment. U-Haul did not uphold their end of the agreement, they did not deliver my boxes to ** in 7 to 10 business days, and as of today are 35 days late. U-Haul is holding everything I own for ransom and using it as leverage to make me agree to new terms.

Also, in the original U-Haul reservation, I paid for $5000 insurance on each of the storage boxes. When I spoke with U-Haul on June 13, they said I did not have insurance. I told them I had already paid for it and I had a receipt. U-Haul said they would look into it. On June 14 my online U-Haul account had changed. It now shows that I did insurance, but the insurance is only through June 13 (the day I inquired about the insurance coverage).Desired Settlement: I would like U-Haul to fulfill their agreement. U-Haul should finish the job and deliver my storage boxes to ** ASAP as a complementary service, refund the money I have already paid, and compensate me for the loss I have incurred due to their mistakes.

Business

Response:

June 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

June 21, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office that our GM of our [redacted] will be contacting Ms. [redacted] to advise her that her fees will be refunded due to the inconvenience we caused with her U-Haul Box 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

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 was not contacted by anyone informing me that I would be refunded.

Regards,

Business

Response:

July 10, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted]’s U-Box’s have been delivered. Fees for delivery were refunded due to the inconvenience she experienced.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I made a reservation for a 26' truck to be picked up on 7/13. I received a phone call on 7/12 to notify me that my truck would not be available.

My reservation number is 81084228. I was supposed to pick up a 26' truck from [redacted] on [redacted] I received a confirmation e-mail on 7/10.

On 7/12 I was contacted by [redacted], and they stated my truck would not be available. They offered a smaller truck or told me I would have to go to another location.

I also received an email after the phone call that stated I would have to drive into [redacted] to get the truck. There is supposed to be a $50.00 guarantee if my truck was

not available at the said location after the reservation is confirmed. I will be more than willing to forward the confirmation email to you. When I brought this to their attention,

I was laughed at and told my reservation was never confirmed. I told them to just apply it as credit to the bill. They refused and told me I would have to pay additional fees of .99

per mile for the addition 15 mile round trip to pick up and return the vehicle. [redacted] is 1 mile from my current location, and I am moving just a mile away.

I want the 50.00 they guarantee since they were unable to honor the reservation. If they do refuse I will notify the Federal Trade Commission as well as

other reporting agencies to prepare for a lawsuit. I have 2 emails. The first confirms my reservation, the 2nd is them changing my reservation without my consent.Desired Settlement: I want the 50.00 they guarantee since they were unable to honor the reservation.

Business

Response:

July 18, 2013

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

[redacted] the Field Relief Manager for our [redacted] Regional Office spoke to Mr. [redacted] today and informed him he would receive the $50 reservation guarantee. The credit should appear on Mr. [redacted] next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I was overcharged for my Uhaul rental and then double charged. I requested a on way rental from [redacted] In total I have been charged $886.00 for a moving truck and trailer. I have called and tried to get this situation resolved and was even told that the president of the region or company would be contacting me regarding the admitted excessive charge and I have yet to receive any credit or been contacted about this issue.Desired Settlement: I want a refund of the over charged amount plus interest for the time and money that they have taken from me. I would have accrued interest on that money had it stayed in my account.

Business

Response:

July 24, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted];s concerns have been addressed on several occasions, most recently by our President for the U-Haul Company of [redacted], Mr. [redacted] He explained Mr. [redacted]has rented from U-Haul many times. Mr. [redacted]was advised in advance as to the terms and conditions of his rental and signed the contract agreeing to those terms and conditions. The contract was for an In-Town rental. Instead of returning the equipment to the same dispatching U-Haul location, Mr. [redacted]chose to take the truck one way. As the contract states, I understand that this equipment must be returned to the same U-Haul location where it was rented. I understand that the minimum rental charge for equipment returned to a different location is twice the amount of the current One Way rate from this U-Haul location to the actual drop-off location. The truck he rented is locally assigned to the dispatching rental location and had to be retrieved due to the fact Mr. [redacted]did not honor his contract. Please be advised that the charges are correct and will stand.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from u-haul in [redacted] on a trip to [redacted] on June 05, 2013. I left for [redacted] on June 06, 2013. After five minutes on the freeway, the check engine light came on as well as the oil change service light. About thirty minutes into my trip the rear right inside tire blew out. I contacted customer service and the rep insured me the mechanic would be there shortly to change the right tire and the left as well. After waiting forty minutes the mechanic arrived and only changed the right tire. When I asked the mechanic about changing the left he said he did know anything about the left tire.So I am back on the road and after about an hour, the rear left inside tire blows out. I notified customer service and was told again the service tech was on his way. Waiting one hour and forty minutes, the service tech finally showed. He removed the tire and took it with him to his shop,changed it and returned to put the tire on, total time three hours and ten minutes.Now I'm back on the road and after an hour of driving the front right tire blows out sending the truck out of control as it veered to the left right in the path of an eighteen wheeler who missed me by inches!!! Again I contacted customer service and was told the service rep will be there shortly. After being stranded for three hours, I called customer service to find out the arrival time of the technicians only to find out they could not locate me. After another two hours, [redacted] from [redacted]s tires called to get directions to where I was stranded only to find out he was coming from [redacted] and I was barely out of [redacted]

[redacted] continued to assist me asking me what happened and when I told him about the other blow outs he informed me that was not the way it was done and the first mechanic should have changed all four tires. [redacted] then dispatched another technician who was closer to me then he was who brought two new front tires. Now after twelve hours of waiting in 108 degree weather I was on my way to [redacted]. I am a reasonable man, but three blow outs that is too much!!! I paid $ 764.45 to rent a truck from a company who assured me their equipment was reliable and safe and U-HAUL did not fulfill that obligation. When I notified U-Haul corporation to file my complaint I was told a decision would be made in a couple of days. I informed U-Haul I wanted a full refund because of the inconvenience caused by U-Hauls equipment failure. After waiting a week and a half, I received a check for $200.00 dollars which to me is unacceptable!!!!Desired Settlement: A full refund of all monies due to neglect by U-Haul and its employees. The truck in question had to be inspected and signed off clearing it reliable and safe to drive, which it was not at all safe!!!

Business

Response:

July 2*, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted]provided. She informed our office she sent Mr. [redacted]an email offering her apology for the inconvenience he experienced. She noted that a refund for $200 was issued to him in mid June as an adjustment on his rental. His rental was completed with 6 days use of the truck. As we value Mr. [redacted]as a customer, Ms. [redacted] sent him a $150 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,

Executive Assistant

U-Haul International