J.R.J. Tara Corporation

Review: I rented a truck from Uhaul on August 23, 2014. I returned the truck about 40 minutes later than what I thought I would be done with it. The manager at this location told me that I had to pay for 2 days of having the truck. I asked him to show me where the "late fee's" in the paperwork were, as I had read all of the paper work they had given me and that I had signed and not found anything about being charged late fees. The manager looks on his computer and after a few minutes he tells me "there's not anything about late fee's". I then asked how he could charge me for something that wasn't in any paperwork nor did this late fee have a set price. His response was "I have authority to charge you for whatever I want!" I wasn't happy to be charged for 2 days of rental and only having the truck for 6 hours so I asked the manager if he was charging me for 2 days, then I would like to use the truck to finish moving since I'm paying for extra days. He refused to let me take the truck for the extra day. At this point, I knew I wasn't getting anywhere with this guy and he seemed to not really care I was unhappy. I told him that I wasn't going to be returning nor recommending his store to anyone I knew and he responded with " That's fine, I don't care to have your business."

It seems like this guy makes up his own rules as each day comes. For a business like this to not be able to provide anything in writing about late fees is crazy, much less to tell your customers that you can charge whatever you want. Also, if I'm being charged for something I would like to be able to have that product/service for the time I'm being charged.

I contacted customer service after I left the store and they were suppose to have a manager call me back within 24-48 hours. It was 4 days later, I called back and asked if I were going to speak with a manager and they said the manager had closed my complaint. Turns out it was the store location manager that was suppose to contact me and he never did. I have tried to speak with someone twice now and the only people I can talk to are the regular customer service agents.

My charges after the "late fees" were

-$34.65 Mileage

-$60 Rental charge (which originally should be $29.95)

$28.00 Insurance ($14/ day) (If I wouldn't have wanted insurance, it would have been $0)

Totaling- $122.55 with $12.35 in tax making a final total of $135.90Desired Settlement: I would like to have my money refunded since they couldn't show me anything about late fees. I would also encourage them to have "late fees" in their paper work and know the policy if there is one rather than telling people you can charge for whatever you want.

Business

Response:

Thank you for your concern for our customer Mr. [redacted].According to the rental contract that Mr. [redacted] signed, the truck was due back at 2:00 PM. Bringing the truck back late prevented us from filling the next reservation, which did not allow the next family to make their move. Since Mr. [redacted]’s rental went into another rental period, he was charged for another rental period. Had there not been another reservation after his, we would have been able to accommodate a longer rental period. Please be advised a refund for the extra charge will 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,[redacted]Executive AssistantU-Haul International

Review: Upon arrival to the drop off location was approached by the sales rep. The truck was rented at this same location in Hazard Ky. She said she was going to inspect the truck to see if it need cleaned. Almost before we got the back of the gate lifted in the truck she said it had to be cleaned. She then went to the cab of the truck and said it had to be cleaned. When my husband and I explained to the sales rep that the truck was in the same shape as when we brought it back, she just walked off not letting us know what we needed to do or anything. I later found out through email that we were charged a $25 cleaning fee. I already spoke to customer service and to a guy named [redacted] who must be some kind of district manager or something. [redacted] states that he spoke to the sales rep at the location and she said the truck was dirty and that there will be no refund. I would not go through all this trouble if my husband and I weren't correct for $25, but I felt like we were charged a cleaning fee. I feel like we should have taken pictures of the truck when we picked it up so we would not have gone through this. The lady was very rude at this location but just walking off and not explaining anything or hearing us out.Desired Settlement: I would like a refund of the $25 cleaning fee that we were wrongly charged.

Business

Response:

August 1, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], a Senior Customer Service Representative, followed up on the information Ms. [redacted] provided. She contacted Ms. [redacted] and advised her of a refund for the $25 cleaning fee in the interest of customer good faith. The refund was issued back to Ms. [redacted]’s Visa account 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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9644054, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will gladly close this resolution when the $25 is credited to my account. As of today, 8/6/2013 it has not. I appreciate the response as well via Revdex.com, however I have not been contacted personally by anyone from U-Haul as stated in their response.

Regards,

Review: went into the uhaul on 2nd street in saint Petersburg to rent a 17 foot truck I went in to pay with my regions card and it said I had a E alert on my record. I have no balances and never have. But company saids that I know a [redacted] which was a employee and was fired. Uhaul saids to me I should still get ahold of him to pay his balance. First I am not there collector. I do not know anyone by this name anymore and all my records show that.Desired Settlement: 450.00 for the compensation cash, check, debit card

E aleart to be taken off and my next rental free

Business

Response:

Thank you for your concern for our customer Mr. [redacted], a Customer Service Manager, followed up on the information Mr. [redacted] provided. Please be advised that U-Haul implemented our E-Alert program that saves past rental information that have an outstanding debt owed to U-Haul. This system is in place for the protection of our equipment to ensure all trucks and trailers land in the hands of customers who will fulfill all contract terms. In some cases a privately owned company may utilize a company card or some sort of company shared information to rent from U-Haul that may trigger a match in our system, which causes a rental to be denied if there is a past balance on a previous rental. Mr. [redacted] explained that at this time we found that the information we obtained from Mr. [redacted] had a match with what we already had on file for [redacted] who has a past debt with U-Haul. Although we are not holding Mr. [redacted] liable for the debt, it is keeping him from taking advantage of U-Haul services until the debt is paid in full. This is also a precautionary measure to ensure Ms. [redacted] is not able to rent from U-Haul or a third party until her account is cleared. We would recommend Mr. [redacted] suggest to Ms. [redacted] that she contact U-Haul to settle her account. Until then, Mr. [redacted] will be denied a U-Haul rental.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: Got charged $25.25 for supplies that "could not be processed" during my order, got hung up on FOUR out of FIVE times this morning trying to get it figured out. Customer service was extremely rude, and belligerent. After THREE hours on the phone, they gave me an authorization code to release those funds, only for my bank to tell me that they should've known that they needed to give the bank that code. I've got too many complaints to type in this little box.Desired Settlement: I want my money back in cash and I want the money for the overdraft fees incurred.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Executive Assistant for our West Central [redacted] Regional Office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] made an online purchase in the amount of $25.25 on February 5th and then canceled very shortly afterwards on the same day. An authorization was given for the charge and then a credit was issued immediately when the purchase was canceled. We only have to obtain an authorization for a charge, therefore, a banking institution knows immediately about the charge. Both the actual charge and the credit were transmitted electronically. Please be advised we are not responsible for overdraft fees.As we value Mr. [redacted] as a customer, we sent him a $20 VIP Certificate to help offset the inconvenience he experienced. The Certificate can be used toward a future purchase or rental on the many products and services U-Haul has to offer.In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, 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: 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: 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: 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: 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: I reserved a UBox in January at the [redacted] location. I was told by 2 different employees that I could load the UBox in Jackson, MS at that time, store it for 4-5 months, then tow it to Lexington, KY and drop it off at a local U-Haul location in Lexington. In May, when I was ready to move, I called to have the UBox brought out from storage. [redacted] ([redacted]) [redacted], the manager of the [redacted] location told me I had to bring the UBox back to him in Mississippi. In violation of the UBox rental agreement, he refused to grant me access to the UBox unless I agreed to make an extra trip from Lexington, KY back to Jackson, MS (roughly 615 miles one-way) to return the box to him, in contrast to what I was told by the 2 employees who rented the UBox to me in January. I would not have agreed to rent the UBox had I not been told I could tow it with me when I moved. The only paperwork I was given concerning the UBox says nothing about returning the box to the place where I picked it up.

Because [redacted] wouldn't allow me access to my property in the UBox and I had to move on May 1, I had no choice but to agree to his demands. I had planned to tow the UBox to Kentucky behind my moving truck, which I did, but I had no way to get it back to Mississippi. I don't even own a vehicle that can tow a UBox. [redacted] said he didn't care and that I couldn't access the box unless I agreed to bring it back to Mississippi. [redacted] said he would rent me a U-Haul pick-up truck so I could tow the UBox back to him. As I said previously, I was moving in a few days, [redacted] had my property and refused to give me access to it unless I agreed to his new terms. I needed my property for the move, so I rented the pick-up from [redacted] for $350 because I had no other choice at that moment. I told [redacted] this was all a violation of the terms I'd agreed to and it was unethical and possibly illegal for him to deny me access to my property as well as to coerce me into renting another vehicle. I told him I plan to file complaints or take legal action because of the situation, but he said he didn't care and that if I wanted my property, this is what I had to do.

So, I paid $350 to rent the pick-up. When I arrived in Kentucky, I stopped by the local U-Haul establishment in Lexington. Two different employees at that branch also told me that I should be able to leave the UBox with them and I shouldn't have to take it back to Mississippi. At that time, I called [redacted] again to plead my case, given that a third and fourth UHaul employee had now told me that I could drop the box off in Lexington. When I finally got a hold of [redacted], he said that was unacceptable. I told him that now 4 different U-Haul employees had told me I could drop the UBox off in Lexington and he was the only one saying I had to return it to Mississippi. He then told me if I didn't bring the UBox back to him, he would charge my credit card with a $500 wrong destination fee, the price of the trailer and box which would have been well over $1000 and "a bunch of other fees". Again, I was in a vulnerable position because he had my credit card information and was threatening to begin putting many more charges on the card. So I relented to his coercion and made an unnecessary trip from KY to MS - a trip that cost me 2 full days and $300 in gas. All the while, [redacted] was incredibly rude, often yelling at me over the phone. I had to call him and leave messages roughly 10-15 times before he would ever call me back. I have wasted many hours dealing with this problem and U-Haul has done nothing to help the situation. I contacted the [redacted] office to which [redacted] supposedly answers. After numerous calls, I was never contacted by the [redacted] president - "[redacted]" someone - who instead allowed his assistant, [redacted], to run interference for him. I put my situation in writing and [redacted] supposedly delivered that message to [redacted]. [redacted] said he saw no problem with how I was treated or with the situation in general and he has no plans to reimburse me for any of my time, trouble or extra expenditures.

If the policy for the UBox is that it cannot be towed one-way, U-Haul needs to train it's employees to explain that to customers. I was told by four different employees I could tow the box one-way, most importantly the two employees who actually rented the UBox to me. If UHaul grants an employee the right to rent it's equipment, it is incumbent on UHaul to train that employee to know company policies so customers will not be misled. It is unconscionable for UHaul to rent equipment to customers under false pretenses, then require the customer to waste his/her time and money to clean up the mistakes made by poorly trained representatives.

I hope to reach a swift resolution with U-Haul on this matter. I have been advised by my lawyer that I can file this complaint as a violation of the Consumer Protection Act. Before I proceed with that type of action, I would prefer to find a resolution with the U-Haul corporation through the [redacted] process. Thank you.Desired Settlement: This entire process has been a disaster. U-Haul has been nothing but rude from beginning to end. There have been several violations of the terms to which I originally agreed, I was coerced into renting a second vehicle, I was threatened with multiple unapproved charges to my credit card and I was basically told to just get over it by the [redacted] president. I am seeking reimbursement for the money and time I had to waste, as well as good-will compensation for the hours and anxiety I expended in dealing with this situation. Below is the explanation of my request:

UHaul Pick-Up Truck Rental: $350

Gas for unnecessary trip back to Mississippi: $300

My time: My time is currently valued at $25/hr by my employment contract. Although I had to waste two entire days to make the trip, I am only asking for reimbursement for the time I actually spent driving, which totaled 20 hours, equal to $500.

For time, gas and unnecessary rental, the total reimbursement is $1150. For the abundance of wasted time and frustration caused by this ordeal, I am requesting $300. For the $1450 settlement, I am willing to drop the case and stop pursuing other means of action, namely a personal lawsuit against UHaul and my petition to involve the [redacted] Attorney General. This deal is more than fair for UHaul, as I am willing to overlook [redacted]'s breach of contract by forbidding me access to my property unless I agreed to new terms, as well as his threat to charge multiple, unspecified "fees" to my credit card if I didn't agree to his new terms.

I look forward to a swift resolution of this matter.

Business

Response:

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

[redacted], our President for our [redacted] office, followed up on the information Dr. [redacted] provided. He informed our office he spoke to Dr. [redacted] and explained he had discussed his concerns and his rental agreement with our GM’s at both our North Jackson and Downtown Jackson locations. Mr. [redacted] relayed he supported the decision made by our GM and that no refund was warranted. Our U-Box program has never allowed for the long distance one-way transport of the U-Box on a U-Box trailer. Shipping of the U-Box is the only one-way method and Mr. [redacted] does not believe anyone would communicate differently. He apologized if we may not have been clear enough about the process. Mr. [redacted] asked Dr. [redacted] if there was anything he wished to discuss that was not mentioned in his letter and Dr. [redacted] commented that Mr. [redacted] had not been much help. The conversation ended at that point.

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: I have rec'd several dunning emails and phone calls for storage boxes that were picked up from my address empty and returned to the [redacted] location on 10/03/2014. I have made 4 telephone calls attempting to resolve this issue. Today I rec'd three dunning letters for storage units:[redacted]Once again I called and was told that someone "familiar with this case" was going to go talk with a billing rep. and resolve this. I have been told this before and have little reason to believe this will happen today. I need your attention to this matter and your assistance. My credit union has already been debited in access of $1,000.00 in payment for the 3 storage units while they were on my property. They are no longer here, they were returned empty, yet this company can't seem to notice this.

Product_Or_Service: U-Haul Storage box

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Not applicable

I need you to take the lead in resolving this issue, and make note of this report so future unsuspecting potential customers have a heads up about this firm.

Business

Response:

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

[redacted], a Customer Service Representative for our U-Haul Moving and Storage of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. She assured Mr. [redacted] he would no longer receive phone calls or letters from U-Haul regarding the U-Boxes that have already been picked up from his residence.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 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: 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 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 had an absolutely horrible experience renting a U-Haul (the truck that was provided had transmission and safety issues that I was not aware of until we were driving it). After making a formal complaint with the company on Monday, 9/9, I was told that a company rep would contact me within 72 hours to discuss compensation in the form of a refund for the rental fee, as I had requested. By Wednesday, 9/11 at noon, I had not heard anything so I tried to call the company to follow up. Their phone system was not working so I engaged a rep via their live-chat option on their website (the rep's name was [redacted]). She informed me that a refund had been issued to me on Tuesday, 9/10 from the [redacted] location, and that I should call with them to follow up because no one had contacted me to let me know how my refund would have been given. I then called the [redacted], ** location and asked to speak to the manager, and was promptly transferred to their customer service line. The rep that I spoke with from the call center, via phone, informed me that although no one had called to discuss my refund, one was issued by the general manager of [redacted], a Mr. [redacted], and that it was going to be issued onto the credit card on file, that I had used to make the original reservation. He then informed me that I should check with my bank so see the status of the refund. I hung up, checked my bank account, and saw nothing. Today, on Friday 9/13, I checked my account again and there was no credits from UHaul. I made another attempt to call Mr. [redacted] at the [redacted], ** location, and the employee that answered the phone promptly transferred me to the call center again. I spoke with a man named [redacted], who was not only extremely rude and unwilling to help, but informed me that my refund was NOT issued onto the credit card, but was going to be issued in the form of a check and that it was sent to the address of [redacted], [redacted], **, which is NOT my address. When I told him what the rep on Wed told me, he said first that I was lying, and then he said that the rep likely read the information wrong, and that there was nothing he could do for me. He said that my check had already been issued, and it would take 8-10 business days to stop payment, and that after that time I would have to have a check reissued, and wait another 7-10 business days to receive it in the mail. When I asked to speak with a manager he refused, and said there was no one else to speak with. I asked repeatedly to speak with his supervisor, which he refused and eventually we hung up. I called back the [redacted], ** location, and was directly transferred to the customer service call center, where the woman told me that the [redacted], ** location had TURNED OFF THEIR PHONES. I asked to speak with a manager or supervisor, and was transferred to a gentleman who was NOT a manager or supervisor. I made the same request to him, and he thankfully transferred me to [redacted] in the marketing services department. She took my new address, but informed me that my check had NOT in fact been mailed yet, and that it was scheduled to be mailed today. I asked if there was Any other options to get my refund and she said no, that was the only way. I asked if they would refund the total amount I paid for the rental ($131.78) and she said no, they were not able to refund the $8.78 in tax, nor the $5 environmental fee or the $15 insurance fee. According to her they were only able to refund the $103.00 rental fee. As of this complaint, according to [redacted] my check is scheduled to be mailed from [redacted], ** today and I should receive it in 8-10 business days.Desired Settlement: At this point, I would like a cash refund for $131, because they lied about my credit card and check refund. I feel that after compromising my safety, lying to me, and having an undue delay on my refund, they are responsible for the entire rental fee, tax and fees included

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She advised our office she sent Ms. [redacted] the following email:

Ms. [redacted], My name is [redacted] on Friday you were speaking with [redacted]ra in the office of [redacted]. Today she went over your concern and will be issuing a refund of the reminder of the contract. If you have any questions or concerns please give me a call at my office. The office number is ###-###-####, the hours are Monday- Friday from 8-5. I would also like to thank you for bringing this matter to our attention. From your feedback we will be using this a training guide for future customers. Thank you [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,

Executive Assistant

U-Haul International

Review: I rented a truck around 5 pm on 12/02/13 for 24 hours. After moving all day and all through the night I was exhausted. At about 10 am on 12/03/13 I called uhaul to explain that I was exhausted and asked if I could keep the truck another day. The lady at the location told me that she would wave the charges for the second day. I said great and proceeded to go to sleep and not worry about it. When I returned the truck on 12/04/13 I was told by the staff that since the lady didn't make a notation they were going to charge me the extra day. I explained had I known that I would have return the truck on time. I only lived a few miles down the road. I even showed them my call log on my phone showing that I had been in touch with their company. They didn't care. I got the feeling that that's how they make extra money. I think they conveniently do this so that they can charge me for the extra day.

[redacted] is extremely rude. When my husband got there the guy just stuck his hand out with saying anything. My husband thought he was trying to shake his hand so my husband shook his hand and introduced himself. [redacted] proceeds to say something stupid and made a face. He then just barks the word "KEYS!!!" . This guy is unbelievable rude and should be fired. This is a terrible representation for U-haul.Desired Settlement: I would like a one day refund plus tax or a free several days rental for the next time I move

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name appears on the rental agreement.[redacted], our President for our [redacted] regional office, followed up on the information Ms. [redacted] provided. He informed our office he will issue a refund for their past rental charge. His Executive Assistant, [redacted], has made several attempts to reach Ms. [redacted] or Mr. [redacted] to find out if they wish to receive the refund back on their credit card or by check. She’s been unsuccessful in reaching them. Ms. [redacted] can be reached at ###-###-#### or direct at ###-###-####.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Debit account was overcharged for rental of a UBox and trailer for the contracted time and rate by $508.20. Agreed upon rental rate for 1 month for box and trailer was $89.95. Agreed upon rental rate for trailer was $5 per day. Deposit was collected from debit card on date of reservation 5/7 with an unexplained overcharge of $314. When Uhaul corporate was contacted about the amount representative claimed the order could only be changed by the store booking the reservation. At time of trailer return credit for overcharged deposit had still not been rectified. Second charge to debit account brought the total of rental to $703.15.

One month after error was brought to Uhaul's attention it still has not been rectified. Store manager in [redacted] claimed the amount was too large to refund in the store and must be escalated to corporate. Corporate office has no record of our reservation.

Days after local Uhaul claims to have issued a series of small credits to our debit account no credits show to the account at the bank.Desired Settlement: $508.20 credit to debit card account

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she left a message for Ms. [redacted] explaining, in addition to the previous refund issued on July 3rd for $208, a supplemental refund for $300 was issued back to the same [redacted] account as listed on her rental contract. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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 ordered a Ubox a month in advance for June 18, 2012. I called to confirm before, and they said everything was good. The day before I called to see when they would deliver the box, and was told the driver would call me first thing in the morning. I waited, and ended up calling that morning, and was told they didn't have a box available, they need to find one. Several hours later, they found a box, I packed it, and it was picked up by 2pm. I was told it would be a 7-8 day turn around to ship the box from Pleasant Hills, PA to Yonkers, NY. I called Wed 6/27 to find out if the box was in NY. I was told the box was still at the store, and would ship in another 1-2 days. I called after 2 days, and was told the box was shipped, and would be another 2 days, I would have it by 6/29. I called Monday 7/2 to find out the status of my box. It was still at the store. I was told that Uhaul uses a subcontractor to ship the uboxes, and it was a glitch in the system that didn't process the shipment. After several phone calls and emails, the manager set up an emergency shipment, and the box was shipped Tues 7/3 and I would have my box no later then Thurs 7/5. I have yet to receive my Ubox with my belongings, and when asking them for tracking information, they tell me they have to find out, and call me back, but my calls are not being returned.Desired Settlement: I do not think I should have to pay for a service that I am not receiving. 7-8 day turn around for my uhual ubox (moving pod) with all of my furniture and belongings, now 17 days later is excessive

Business

Response:

July 15, 2012

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

Mr. [redacted], our President for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a response offering his apology for the inconvenience she experienced. He relayed that he verified the U-Box was delivered to Ms. [redacted] on July 9th. Mr. [redacted] assured Ms. [redacted] her concerns will be addressed with all involved and that a check for $200.00 has been issued to her. She should receive the check within the next 10-14 business days.

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

Sincerely,

Executive Assistant

U-Haul International

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.

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