J.R.J. Tara Corporation

Review: I reserved a truck for the 2 of June. I planned my whole move around this reservation as I am meeting my husband who is coming home from Kuwait. The day before my move I received a call from another store a long way out of my way about my new pickup location? This is very inconvenient and more expensive. I would have made other plans if I would have been told my reservation wasn't really a reservation...I made calls to customer service. No one could help or answer any questions. The regional manager was completely rude and basically told me it was my own fault and they send trucks wherever they want. Had I known this I wouldn't have done business with Uhaul at all. It seems like false advertisement and complete disregard for the consumer. Now I don't know what I am going to do!Desired Settlement: Truck availability at the location I reserved it for and the day I reserved it for, or Complimentary service and refund as I will now have to spend a lot more $ than was planned in my budget to move.

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern Kansas regional office, followed up on the information Mrs. [redacted] provided and sent her the following email in response:

Mrs [redacted], I would like to apologize for any inconvenience or added stress this move may have caused. I will be refunding $50 to your card per our guaranteed reservation policy. Sincerely, [redacted] Executive Assistant U-Haul Company of Southern Kansas

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Dear Revdex.com,

A $50 return payment for the cancelation of my reservation is unacceptable. I feel Uhaul does whatever they want concerning moving trucks to different locations based on people who will spend more money on packing accessories etc. the change of reservation location was told to me the day before my move. The location was an hour out of my way. I also lost all my help for packing because my family made plans for early that morning and had other plans that afternoon. This company uses false advertisement and a monopoly on the truck moving industry that let's them do whatever they want. I have read many complaints like mine and worse. They are not sorry. They don't care to resolve issues in a professional manner. And they are allowed to continue with no consequences. I am disgusted by their behavior and lack of professionalism.

Review: went to u haul to rent a car hauler customer service was not given a receipt also first given a trailer with tail lights hanging on ground then no assistance left sight then tried to fix tail light with a rock did finally call another rep in to help was given another trailer but this took almost two hours I expect u haul to refund at least part of my money for this inconvenience contract #[redacted]Desired Settlement: partial to full refund

Business

Response:

September 12, 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 and advised our office she sent Ms. [redacted] the following email:

Good Afternoon Ms. [redacted], I've received your information regarding your recent U-Haul rental. First, I'd like to apologize for the issues you encountered while picking up equipment for your move. I do show notes of the issue with the first tow dolly you received and have advised the Area Field Manager that oversees this dealership of the equipment and customer service issues you encountered on your rental. He will be following up with the location about your move. We have policies and procedures any U-Haul location follows whether a corporate location or dealership - unfortunately it seems this location isn't following these. For your inconveniences we've credited your Mastercard account used to pay for your rental 25% of the base rate of the trailer, $21.50. Please allow this credit 3-5 business days to process to your account. If there's anything further I can do to assist you please let me know. Thank you, [redacted] UHC of *. [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 uhaul in my name to movie my elderly grandma from arizona to florida. I have an active complaint against the uhaul dealer in sedona arizona. the regional manager anthony hollanbeck gave me a $100 refund on the $1700 it cost for the rental. I spoke with him and told him about the situation. Monday January 7th 2013 at approximately 100 am my grandma (who is on as a second driver but not on the contract) took the uhaul key from me (she has dementia) and I got out of the car to retrieve it and she locked me out of the vehicle for 30 minutes. I called the police and they left the uhaul key at the desk because we were in disagreement about who was driving. In the next 24 hrs (this is in van horn texas on the way to florida) I called the police two more times on my grandma and this was all "beyond my control"Desired Settlement: I would like a partial refund due to circumstances beyond my control because now I have an empty uhaul heading to florida. I am willing to drop it off anywhere along the way where it is needed the most.

Business

Response:

January 11, 2013

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: 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: Reference Reservation/Contract No. [redacted] 14' truck was reserved and confirmed via website for pick up on 6/22/2014 at [redacted] in [redacted]; no time slot was available for selection. In addition, I indicated text message as communication preference but received an email message, just before leaving home around 10:30 am. Message told me to the 10:30 am pickup was at [redacted] in [redacted].I incurred extra expense in the amount of $17.34 for mileage and gas due to that forced-change to a location out of my way and 7 miles from original pickup point. Around 2:00 pm on 6/24/2014, I talked with customer service representative about claim issue who told me "[redacted]" would return my call within 24 hours. I have yet to receive that call.Given the false information and aforementioned issues, I will pursue resolution through the Revdex.com and will attempt further contact with corporate executive.

Product_Or_Service: Rental Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Credit requested in the amount of $17.34, as follows:7 miles difference between original and forced-location x 2 = 14 miles x $0.79 per mile = $11.06 PLUS 1.75 gallons of fuel for difference (based on actual 8 miles per gallon) x $3.589 per gallon = $6.28.$11.06 for mileage charges + $6.28 for fuel = $17.34Notice to UHC of [redacted]: Please issue credit within 7 days to card used for transaction.

Business

Response:

July 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided and sent him the following email in response:

[redacted], Hello,I have read your concern and I see that you were credited $17.00 to the card used for the rental. I will credit the additional 34 cents to correct to the amount you had requested. Sorry for any inconvenience you may have in regards to your rental. Please feel free to contact me with any questions. [redacted] Executive Assistant U-Haul of [redacted], [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

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 went to u haul on may 3 2014 to rent a pick up and a trailer. at [redacted].they reserve the wrong truck .u haul was trying to give a box moving truck ,when I wanted a pick up truck .so they did not have a pick up truck at that location an told me that I would have to go to the [redacted] location.so at [redacted] I am able to rent the truck and the trailer. the supervisior [redacted] told me that would get s discount of $50.00 by calling customer service and tell them how my reservation info was wrong and they credit my account with a $50.00 rebate.this has not been done .they have suppose to be calling back.that has not happend either.Desired Settlement: I want my $50.00

Business

Response:

May 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] explaining she issued him a refund for $50 as promised and provided her telephone number in case he had other questions or concerns.

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

Sincerely,

Executive Assistant

U-Haul International

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 had a reservation at [redacted] on 23Jul14 for a 14 ft truck. Reservation No [redacted]. When I arrived there was a 14ft truck (Truck ID No [redacted]) and I was told from [redacted] that it wasnt working and I needed to drive elsewhere to find a truck. The local dealer didnt help me at all to locate another one nor made any calls. Seeing where this was going I took down the above truck number and drove up the road to the actual Uhaul dealer at [redacted] and told them that [redacted] said I needed to drive around to find a truck. I HAD A GUARANTEED RESERVATION at [redacted]!!!! The [redacted] location rented me a truck farther away from my selected location as Uhaul ALSO charges by the mile. Whilst at the [redacted] location I called Uhaul 800 number and spoke to [redacted] at x[redacted] who was going to process my 50.00 reservation guarantee that should take 7-10 days on my cc. I never received it as no surprise today and I called [redacted] at x[redacted] that states she would forward this back for a refund.Desired Settlement: the Uhaul website states:

$50 reservation guarantee

When you make a reservation, we guarantee to provide you with the equipment size, location, and pick up time as agreed. Should you not receive the equipment size, location, and pick up time you agreed to, U-Haul will compensate you $50.

Well I didnt get the truck and I had to look on my own to get one without help from [redacted]. No refund as of this date. I want my 50.00 credited back to my card and I would also like the difference in mileage I paid from [redacted] at [redacted] vs Uhaul at [redacted]. I had to pay extra mileage both ways.

Business

Response:

August 20, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information [redacted] provided and sent him the following email on or about August 15th in response:[redacted], We have received your objection requesting the $50 guarantee again, as well as, the Revdex.com complaint. This guarantee was issued to you as promised on 7/23/14, prior to these complaints. If you have not received it, then you should contact [redacted]. I do not know their policy on when credits are issued to customer accounts. I am also emailing you a copy of the receipt. 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,[redacted]Executive AssistantU-Haul International

Review: I reserved a 20` truck for 04/28/2013 with a free storage room at the location I was moving too and received a call on 04/27/2013 telling me they had upgraded my truck to a 26`. I called the number back and spoke to a Lisa about not being sure if I could drive a 26` and she said it wasnt all that bad but she understood and could put me in a 17` .I expressed that I needed to be sure that it was big enough to hold all of my belongings and I told her that my apt. was 2 bedroom but was almost 1200 sq ft. She repeatedly assured me that this would be plenty big enough. She ask if I wanted a few other items etc. and I agreed and she ask if I wanted to book this reservation and I stated Yes but I ask again if she was sure it would be big enough and again she assured me it would be. So we went ahead and set up the reservation. when I went to the place to pick it up and I saw the truck I knew then that my things would not fit in it and I expressed my concern to the lady there, she tried everything to fix it to no avail. She stated she would file the complaint for me. I left to pack up and I could not fit all of my things in this truck and had to go back to Uhaul and rent another 14` truck .I was very upset because then I also had to call my daughter and have her and her boyfriend drive a hour to where I was and drive the other uhaul truck to my destination.Then when I got to the destination they did not have my reservation for the storage room that I had reserved and the guy there had to give me 2 stroage rooms to put all of my things in and they were in 2 different places. Need less to say it cost me over double what it was going to begin with to move. I had to pay for 2 trucks,2 gas bills for the trucks and gas for my daughter's gas to drive her vehicle back and forth to come and allow her boyfriend to drive the other uhaul.

I then called Uhaul on 04/29/2013 to express my complaint to them about this and was told that the complaint had been filed on Sunday 04/28 by the local office I used and I would be contacted by Wednesday 05/01/2013. I was not contacted at all So I called again on Saturday 05/04/13 and spoke with Natosha who tried to assist me but had to put me on hold while she spoke with her supervisor ,then she stated she would call me back. After several mins. she called back and told me that her supervisor stated he couldnt do anything because I agreed to switch the reservation. I stated yes I did but with the ubnderstanding from Lisa that the truck was big enough with NO problems. She expressed this to her supervisor again and he continued to speak with her thru computer so she stated she would call me back again and I voiced to her "NO you tell your supervisor to call me back and we can discuss this" she stated ok and hung up. later she called back and left a voice mail stating there was nothing that her superviosr would do and she was very sorry.Desired Settlement: I think I should be compensated for my issues with this company as their representative should know more about the tyopes of trucks and what they hold ,based on sqyare footage of a home not based on the amount of bedrooms they have. I have enough stuff in a 1200 sq ft apt than most people have in a 3 bedroom home.She should have left the reservation as it was and not tried to change anything for me but if I had an issue to contact the local office where you pick up the trucks.

I paid for 2 trucks with gas and for my daughters gas round trip to assist me with the driving of the other Uhaul , and then 2 stroage rooms were provided to me free because the man in Springdale Ar was so sorry about the incident and tried to help me out. He is also the one who gave me the complaint number to Arizona.

Business

Response:

May 14, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], a Senior Customer Service Representative, followed up on the information [redacted] provided. She attempted to speak to [redacted] but reached her voice mail. She left a message requesting a return call to personally offer her apology along with a refund for the $50 Guaranteed Reservation Fee and a $25 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer. [redacted] can reach [redacted] at [redacted] to discuss her concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

It's not that I agree with it but looks like that's all they will re-imburse me for.

I have rented another truck to move my things from their facilities and while I went ahead and rented a truck from U-Haul to remove my things it will be the last time I do business with them.

And I will also remind my friends and family of my situation with them and what it cost me.

I have rented this truck for Saturday 05/25/2013 and it would be decent of them to have the $50.00 refund and the $25.00 for merchandise at the U-Haul store there for me to use at that time so I can use it as credit towards that truck and not be out more money.

Regards,

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

Business

Response:

June 29, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Business

Response:

August 27, 2012

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

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

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: May 4th 2014, I worked with a call center representative to get a reservation for a U-Box and [redacted] to assist with the move. He could not get the [redacted] for the date that I needed. We wanted to furniture delivered on the 25th of May. I worked with the representative to set up the pick up for the 16th of May so that the U-Box would deliver to [redacted] before the desired date and could be in storage in [redacted] until I needed it on the 25th. (Reservation number [redacted] was set up for the U-Box in [redacted] and the shipping to [redacted], and then delivery on the 25th of May, was received on 9 May 2014.)The [redacted] reservation in [redacted] would not work connect with my existing U-Haul reservation, so I had to call the [redacted] directly and they put in a mock reservation for the [redacted] and then said that they would delete it afterwards. This was finally accomplished by a supervisor. I had been on the phone for this over 5 hours on the afternoon of the 3rd. I was unable to open or print any of the documents that were e-mailed to me from U-Haul.I received a phone call from the U-Haul facility in [redacted] on Friday May 9th, asking when I would be picking up the U-Box on Saturday May 10th. I told them I had [redacted] to pick it up on Friday the 16th. They called again on Monday the 12th asking why I did not pick up the U-Box I stated that the U-Box was scheduled to be picked up and filled by [redacted] on the 16th. They asked who was picking up the U-Box to ship to [redacted], and I said that it was being done through their service. They did not understand and told me that I could talk to [redacted] at [redacted], and he could explain. I called several times and [redacted] was in meeting every time I called and never returned my call.I had a call on the 16th from the [redacted] U-Haul facility asking for my drivers License. I asked why she needed that and she said that it was part of the rental agreement. I refused to give her my drivers license number as I was not driving. The [redacted] came with the U-Box, my husband, whom had a hip replacement on March 8th of 2014, had a fever and stayed in bed throughout the entire time the movers were there. We loaded the U-Box and they took it back to the [redacted] U-Haul Facility. On the 17th I took my husband back to the hospital and he had an infection in his hip. He was septic and they put him in ICU until his surgeon was back in the area on Monday the 19th. My husband had surgery on the 19th and stayed in the hospital until the 22nd of May. He came home with IV antibiotics for the next 6 weeks.I had a charge on my [redacted] card on 5/17/14 from U-Haul moving and storage [redacted] which was unexpected. I then received a call from the [redacted] U-Haul Company on the evening of May 19th, 2014. He said that he was investigating the U-Box and what should be charged, and he was the temporary Manager. He said he would look into it and call me back on Monday. We discussed the $99.00 charge he said that there was nothing that was $49.00 at U-Haul. He did not call me backI called the U-Box phone number May 25th, and cancelled [redacted] that were set up for accepting the delivery in [redacted], as I knew that I would not make it down to ** and could not find any family members who could get there. I then called U-Haul and the representative could not find my contract or reservation number and told me that I would get a call back from Mr. [redacted] within the hour, who was the Marketing President for U-Haul in the [redacted] area. No one called me back. The representative had given us the number for [redacted] office and I called him back and the person who answered the phones would not let me speak to him. I was emotionally drained at this point and was in tears. My furniture was missing and no one could tell me where it was. They then connected me with Sylvester who assured me that the U-Box was in [redacted] and that it was U-Desired Settlement: DesiredSettlementID: Refund

To cover my loss work and additional expenses due to eating dinner out $696.90

Business

Response:

August 25, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our GM for our U-Haul Moving and Storage of [redacted], followed up on the information [redacted] provided. He informed our office he issued [redacted] a refund for the $30 service fee as requested. The refund was issued back to her [redacted] 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,[redacted]Executive AssistantU-Haul International

Review: This U-Haul lets you drive with re-inflated tires that are defective. I could have died or gotten my family killed. Their only response was I should be billed for their defective tire.

I drove five miles. The tire was falling apart from the inside. Their service technician indicated he was lucky it did do bodily harm when he took it off.

The office and the manager do not return any phone calls. I waited 3 hours to get a functional vehicle. When I returned the truck, no one knew I had any problems.Desired Settlement: It seems no one cares at this location, especially the general manager Brian Boyle. He suggested I pay for the repairs of his defective tire. I have pictures of the tire, it was falling apart from the inside caused by re-using a defective tire. This was according to their service technician.

Business

Response:

December 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our North Philadelphia Regional Office followed up on the information Mr. [redacted] provided. They spoke with the service technician who stated there was a nail in the tire and Mr. [redacted] drove on a flat tire. If the tire was flat or low, the truck would not have been rented when it was brought around to the dispatch area. The nail caused the tire to go flat and the tire came apart on the inside from the truck being driven.

Please be assured the information Mr. [redacted] relayed regarding the feedback and treatment he received from our U-Haul staff will be addressed with all involved to ensure our customers are receiving the quality of service they have come to expect and deserve from U-Haul.

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 had a contract from August 2013 through June 2014 with UHaul for a storage unit at the location in [redacted]. My bill was debited off f my bank card on the 28th of every month. In April of 2014, my father in law called in and paid for the unit with his credit card because I was short on money for the rent due March 28th.. He stated the card was ONLY to be used that one time for that single transaction. The following month I was also late paying the bill. My card declined the transaction on April 28th. UHaul charged my father in laws card again on May 1 2014, despite having received no authorization to do so. My husband and I then rented a trailer from the same location in May 2014. We had it for a day longer than our deposit covered and at that point owed an additional $24.13 for the rental. On May 15 2014, my father in law called and spoke to the manager about using his card without any authorization to do so, the manager apologized and offered to clear out our balance for the trailer rental as a courtesy/ apology. Since I had already given my father in law the money for the storage rental that had been improperly charged, we told them to just leave the charge on his [redacted] and we ended that phone call with a zero balance owed to UHaul. Since we were finished with the storage unit, we assumed that was the end of all dealings with UHaul to that point. In June 2014, my debit card was charged for $54.13. I called the customer service number we have always used, [redacted], and was told that the agent could not see any information from my account because it was closed. He offered to have a manager look into and call me. A week later, I contacted my bank, [redacted], and began a dispute since I had not heard from anyone at UHaul. They tried to investigate but also could not get in contact with anyone who knew what the charges were for. I have called several times since, to no avail. My last attempt resulted in being transferred three times to other customer service reps, none of whom could help me. UHaul was not given any authorization to charge my card any amount and I am becoming very frustrated by the lack of communication on their part. I use that bank account solely for bills and this transaction caused my rent check to bounce, costing me a $35 fee.Desired Settlement: I would not only like my $54.13 back but I would also like UHaul to pay my bounced check fee. However, I would just settle for the money they took out to go back in. I do not owe them $54.13 and theres no reason for them to charge my card. Since this is the second time just in my history that they have made unauthorized charges maybe they should also look into their payment policies.

Business

Response:

August 6, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted], our President for our [redacted] Regional Office, followed up on the information [redacted] provided. He informed our office he contacted [redacted] by phone and email and advised her of a refund for $950 he issued back to her [redacted] account for the delay and inconvenience she experienced with her U-Box transaction. The refund should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: It was a horrible experience all around. I was given reservations online for a location in [redacted] but then told there was no truck there and then given reservations in [redacted], 11 miles from where I wanted the truck to be. I called the original location, [redacted] in [redacted] and the man was as helpful and apologetic as he could be, and he made a few phone calls, then called me back and told me that I had a truck waiting for me at the [redacted] gas station on [redacted] in [redacted]. Once I was there to pick it up I learned that it had been given to another customer five mins before I got there. The store clerk, [redacted], got on the phone with uhaul and tried to get the truck back for me, but they wouldn't let her give it to me even though I had been told that it was mine. She then passed me the phone and I spoke with uhaul again and was given ANOTHER reservation for the next morning (today). I was told to pick the truck up in [redacted] at the [redacted] gas station. I arrived at exactly 9am and took my license and reservation from uhaul to show him, but he didn't look at either. He said that he knew I was suppose to take the truck, but his computer system was down. He gave me a blank receipt and wrote the mileage and gas down on it then took me to the truck. He then wanted me to return it in ANOTHER location because he couldn't use his computer system. I used the truck for only a total of 16 miles and went to return in at the same [redacted] in [redacted] that I'd been to the day before because they're the only local uhaul dealer open on Sunday. The clerk was baffled because I had no paperwork, so she got on the phone with uhaul. She and I both called the man at the [redacted] location and he told her his system was down and he couldn't check it out this morning. I was there for 1 hour and 15 minutes while the clerk tried her best to get the people with uhaul to understand what had happened and how I had no paperwork and the truck had not even been checked out! After over an hour of back and forth online and on the phone the clerk was able to get the regional manager ([redacted]) on the phone and he checked the truck out and charged me $60 for all my trouble WITHOUT even an apology!!! WORST SERVICE EVER!!! In TWO days I wasted an incredible amount of time being tossed here and there and completely wronged by uhaul. I am VERY disappointed with this company.Desired Settlement: I want a full refund of the $60.98 that I was charged for the truck as well as an APOLOGY for all the time that I lost and gas/time money it cost me running back and forth because of their nonsense.

Business

Response:

August 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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 she left a message for Ms. [redacted] advising her she was entitled to the $50 Reservation Guarantee Fee, which she processed back to Ms. [redacted]’s [redacted] account. The refund should post on her next credit card statement. Ms. [redacted] also left her telephone number in case Ms. [redacted] wished to speak to her with any questions or comments.

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

Business

Response:

December 5, 2012

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

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

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I have been clearing out my storage unit for a month in anticipation of not having a payment on April 15th. I called on the 14th and asked what the procedure was to terminate my contract. The gentleman informed me that once everything was out, the unit was checked and signed off on. He did not at that time inform me that the unit had to be clear the day before the billing due date. I would have had everything out yesterday had I known. The last thing to be removed is a couch, will be out today the 15th. I called to ask how pro ration works and if I would be charged by the day if it wasn't out today. [redacted] told me that everything had to be out yesterday in order to not be charged for a full month on the 15th. If I pay $120, it will be for an empty storage unit. That is unacceptable. [redacted] informed me that it's in my contract. If it's in the contract, then why didn't the gentleman inform me of that as well? I refuse to pay for an empty storage unit. I took my credit card off the automatic payment method last week so they couldn't just charge me. Desired Settlement: I don't want to be billed for April 2014. I want my contract terminated when the key is turned in today.

Business

Response:

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

[redacted], our Executive Assistant for our East Central Colorado regional office, followed up on the information Ms. [redacted] provided and sent her the following email:

Good Morning Ms. [redacted], I've received your information regarding the storage unit at [redacted] that you recently vacated. I apologize there was miscommunication regarding our policies to vacate our storage units. I have verified your unit has been vacated and there will be no further charge to you. If you need anything else please let me know. Thank you, [redacted] UHC of E. Central Colorado

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 space in September 2014. My October payment was due on the 13 of the month which is now late and overdue. When I rented this space I paid for 24 hour acess, when tried to move in I could not gain access the 24 hour card wasn't working, I called customer service over 15 times to see if they could fix the problem they tried they even tried to reset the 24 hour acsess card. The general manager was contacted once she insisted that I wasn't using the access point and that is why the card wasn't working. Although I did use or try all main access point around the site they didn't work. We tried calling her several more times after first and only contact was made she didn't answer. I didn't gain acses to storage area untill several day later which cause a great inconvenience and a monetary loss as well. Now I have this letter dated for 11/2/2014. My rent is 15 dats past due and it says we hereby make immediate demand for full payment in the amount of 137.05 if full payment is not received in 15 days your right to use storage room [redacted] shallbe terminated. A 50.00 lein processing fee will be assessed. I wanted to pay the said amount on 11/15/2014 so I could remove my tjings from there business [redacted] the gm said I needed to pay November ret also or they was going to sell my property. I have gad acses to my storage since I was able to finally move in 5 days after I planned to move in. I was told by ms [redacted] that 5 days after payment is overdue you lose acsess to yoyr property, that is why I want to pay for october and remove my property from their site.Desired Settlement: I want to pay for october and remove my things.from there property. If my things are sold I want compensation

Business

Response:

December 3, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage at [redacted] in Jacksonville, FL, followed up on the information Mr. [redacted] provided and sent him the following email on November 26th in response:[redacted], I have tried contacting you and have left several voicemail in regards to your storage unit asking for a call back and have not heard back from you. I will allow you to pay $137.05 which is rent for October along with late fees and move out by 11/29/14. Please give me a call back on my cell phone at ###-###-####. 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 have made a complaint with you already when I was contacted by [redacted] from republic western insurance he offered me $500. That is ridiculous I paid well over $700 to have a storage which I paid INSURANCE on and also paid for climate control which I didn't receive that so I clearly was paying more but didn't get what I paid for. When I took my belonging out of unit my things were ruined I left majority at U-Haul which they seen and had on camera I have provided [redacted] with several pictures of my belongings and haven't heard back. its been 3 days now. I need to something done I am out all my furniture I have to start completely over. I am pissed and I do not have time to continue to wait U-Haul is a huge company and is wrong for this I had insurance and all I was offered was $500. please advise I need something done ASAP I Have several witnesses including cameras from U-Haul clearly showing me throwing away half of my belongings .. I tried to keep what I can but I can keep was 2 mirrors and pictures some toy that belong to my daughter.. everything else smells bad and all my furniture after bleaching and trying to sand is ruined still.Desired Settlement: I need my belonging replaced I will take $4500. $700 which is owed to me for storage fees which I was mislead for I paid during my time with U-Haul and I had well over $12k of furniture in my home. I had beautiful expensive furniture that my mother purchased for my home 2 years ago before she passed away. Not only am I upset this stuff was irreplaceable.

Business

Response:

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

RepWest Insurance Company advised our office they investigated Ms. [redacted]’s concerns and reached a Safestor settlement. They issued a check in the name of [redacted] for $1000 to satisfy the claim.

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

Sincerely,

Executive Assistant

U-Haul International

Review: Hello,

My name is [redacted]. I used U-Haul to rent a truck and a tow dolly at the end of February. We went through a licensed dealer in Kingston, TN. His name was [redacted]. When we were talking over the phone about our services and our contract he told us repeatedly that we were covered by insurance through U-Haul on the truck and the tow dolly. I explicitly asked multiple times if the tow dolly could tow my car without any issues. I was reassured multiple times that it would. When we went to go pick up the truck and the tow dolly the dealer did not take our licenses and we did not receive a contract to sign or any safe towing instructions. I asked on location with my vehicle present if I would need to do anything special before I towed it on the tow dolly. I was once again reassured that it would be safe. We went along with the move and drove the truck and car on the dolly for 11 hours to Missouri where we currently reside. When we got to Missouri and we went to take the truck back we found out that [redacted], the dealer, put his license information on the contract and his address. We weren't connected to the truck in any way, and they told us when we returned the truck that if we were stopped or gotten into an accident, they would view it as us joy-riding and we could have gotten into legal trouble. The first time I drove the car after taking it off of the tow dolly, it was stalling and the transmission was knocking. I tried to get it to a transmission repair shop myself, but it was unsafe to drive. I went online and found out that I was supposed to disconnect the drive shaft. While it said on the tow dolly instructions and on the instructions on the U-Haul website that you could not tow a real wheel drive vehicle without disconnecting the drive shaft, it said nothing about all-wheel drive vehicles which is what I drive. I got in touch with [redacted] to file a claim only to find out that we did not get the insurance that we were told we had purchased. I then contacted U-Haul customer service. The customer service representative took my information and told me that I would get a call in 3 days. I never got a call. I called them back and got another number to call to the local headquarters. I was told by them that I would get a call in 3 days. I never got a call. I called again and he said he was speaking to his supervisor and he would call me the next evening. I never got a call. I've been without a vehicle for a month now. I am losing patience fast, and at this point I'm thinking getting legal representation is the only way to get this resolved because I keep getting the run-around over the phone. I need someone to settle this so I can move on and have my vehicle back. I want to stress again, we never got a contract to sign. How we were legally charged for the truck and dolly I have no idea.Desired Settlement: I would like my car to be repaired and [redacted] should not be allowed to rent out U-Haul trucks without re-education about how the process should really work.

Business

Response:

Thank you for your concern for our customers [redacted] and [redacted], whose name is actually on the rental contract.

[redacted], our Area Field Manager for our Knoxville regional office, followed up on the information Mr. [redacted] provided. He informed our office he has been in contact with both Ms. [redacted] and Mr. [redacted]. Mr. [redacted] requested they obtain an estimate for further review in order to move forward.

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