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: I booked a U-Haul coming from [redacted] just outside of [redacted] where I recently moved from going to [redacted]. The problem is the U-Haul location in [redacted] gave my truck to someone else and had no more available therefore they told me I had to go to [redacted] which is over an hour drive in the opposite direction from where I was moving to! They don't want to compensate for my gas even though it was their mistake!! I had to get up extra early as well on move day because of their mistake, at 5:30am, which I would of been able to sleep longer if it was where it should of been originally in [redacted]! I will take the charges for the rental truck, but I would like to be compensated for all of my gas due to the inconvenience and lack of customer service!! They were suppose to settle and never called back, I had to call them to find out they wouldn't do anything for me!! I figured it out and the total charges in gas is $103.00 with the U-Haul and my car combined. That is what I would like compensated back on the master card provided at time of reservation. Thanks for your time and consideration with this matter.

Sincerely, [redacted]Desired Settlement: I would like the master card provided at time of reservation reimbursed for $103.00.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Although we strive for 100% satisfaction when providing the requested equiopment at a preferred location, there are times we may need to schedule the pick up at an alternate location. Having to schedule an alternate location can be due to various reasons such as the previous customer dropping at a different location, keeping the equipment longer or equipment malfunction, just to name a few. When we can not schedule a pick up at the preferred location, we try and provide equipment at the nearest location possible. Ms. [redacted] was provided with an extra day and extra km’s to complete her move, however, monetary reimbursement 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: This is the second time that I have had contracted services dis-honored by U-Haul. In August 2012 in [redacted] I reserved a U-Haul for a move that I was making a few weeks prior to my move date, provided my credit card information and received confirmation that this reservation was confirmed. My reservation on this date was [redacted]. On the day prior to my move I was informed visa email that U-Haul had overbooked and was not able to honor my request and was going to compensate me with a $50.00 credit to the card the funds had originally been held on. This $50.00 credit did not make a dent in the $500.00 fee I had to pay to hire a last minute full size moving van which was the only available truck to assist me with a move on the day before the busiest moving day of the year in [redacted].

On the last week of August of this year (2014), I decided to try U-Haul again and ended up hiring a 5'x 8' utility trailer to move my belongings in [redacted]. Reservation number [redacted]. After I had this reserved, I was advised that I would have the location of pickup confirmed by email within 24 hours by email. When this was received it indicated that it was not available at the location I had requested or the exact time I had requested, so I had to call to confirm within 24 hours. When I called to confirm, I spoke with a representative named [redacted], who helped me change the pickup time from 9am on the morning of the move, to noon on the morning of the move, until noon the following day (24 hours rental). I specifically explained my last ordeal with U-Haul to [redacted], and asked her to confirm that this was 100% available for my move for this 24 hour period, and to confirm that I was guaranteed this would not be overbooked.

On the day of my move, I called U-Haul to confirm that my trailer was ready around 2:45pm, and at this time was told that it was not available, because after an hour of the "scheduled pickup time" they have full capacity to give it away. The lady that I spoke with at the pick up location had the audacity to argue with me and tell me it was my fault I had no moving equipment and advised they might charge me a $50.00 cancellation fee.

At no point during my discussion with any of the multiple customer service representatives I spoke with, was I advised that they are within right to give the trailer away if I didn't call to say I would not be there at noon for pickup, even when I confirmed with each and every one of them that I had this for a full 24 hours period. [redacted] who initially broke this news to me accused me of not reading my emails and ignoring the fine print, but even after I went back and re-read every single one of the confirmation email, there was not any indication that this had to be re-iterated to any employee if I did not pick it up at the beginning of my rental period, even in the fine print.

This resulted in my having to call family members living 300km in one direction away ([redacted]) to drive to [redacted] this same day with a vehicle equipped to complete my move, as I had to vacate my apartment by end of day, and then drive back the same day to report for work the following day.

I escalated this to customer service and was offered zero compensation, and absolutely no sense of compassion for the situation at hand.Desired Settlement: I am seeking compensation for the cost of fuel for my family members to haul a trailer a total of 600km from [redacted] to [redacted] and back to complete my move for me, totaling over $250.00. I am seeking compensation for $200.00 from U-Haul for the out of pocket unexpected expense this incurred for me to reimburse them for the cost of gas for this trip.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] to offer her apology and discuss her concerns. She explained, although Ms. [redacted] arrived late to secure the U-Haul equipment, our U-Haul staff should have made an attempt to contact her and ask if she still needed the equipment for her move before renting it to another customer. In an effort to show customer good faith, Ms. [redacted] issued Ms. [redacted] a refund for the $50 Reservation Guarantee Fee. The refund was issued by check and should be received within the next 10 business days.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: My husband and I rented a U-Haul to on Sunday August 31st and scheduled to return the U-Haul back to the pick up location. However as the day progressed we knew that we would not be able to return the rental in the same town we picked it up from. I then called the rental office and talked to a women named [redacted] to confirm that we could drop it off at a different location and I was told the rental charges would go from, the original, $40 to $90 because of the different location for drop off. Understanding the increased ($90) charge we went ahead and dropped of the vehicle at the new location.

After U-Haul charged my account I then realized that the total charges were $231 and not $90 like I was told. A total of $141 more than what they had said would be charged to our account. Of course I contacted U-Haul right away only to get the run around of who I need to speak with and no one seemed to remember anything about me calling to get an approval. I was also told when I called that the conversation was being recorded but (conveniently) the recording was "miss-placed" and they cannot confirm what they told me. I then tried contacting the regional managers office only to (again) be shuffled around to 5 different people and then ultimately "disconnected". I am completely fed up with trying to get this error fixed and U-Haul does not want to help. As someone who has frequently used U-Haul, and always been pleased, I can assure that this will be the last time I or anyone in my family uses U-Haul unless the issue is resolved.Desired Settlement: I want the $141 refunded back to my account seeing that the rental agent told me it would only be $90 and because the charges are unauthorized.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message requesting a return call. Ms. Andia pulled the call from our Contact Center and relayed that our CSR stated to drop off at location would be an additional $90, not a total of $90. She also issued a refund for $71.56 for the difference in price of what Ms. [redacted] was charged and what our CSR quoted.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

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] and [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she left a message requesting a return call. Ms. [redacted] pulled the call from our Contact Center and relayed that our CSR stated to drop off at location would be an additional $90, not a total of $90. She also issued a refund for $71.56 for the difference in price of what Ms. [redacted] was charged and what our CSR quoted.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: U-Haul Rented me a DAMAGED TRUCK. They did not let me inspect the truck prior to leaving. The day after returning the truck I was contacted by the "manager" [redacted] who accused me of damaging the truck and then proceeded to lie and change his story several times regarding this issue including falsifying my statements to him on U-Haul forms (I can only imagine what he must have said in person to his managers), as well as when he contacted me and what was said.Desired Settlement: I would like a full refund and a written apology.

Business

Response:

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

[redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Dr. [redacted] provided. He informed our office a refund for the damage charges will be issued back to Dr. [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 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: 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: 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: 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: After renting a Uhaul truck so I lost the keys I contacted Uhaul for assistants and they refused to provide any however they did say that they would renew my contract extending it until the following Tuesday allowing me enough time to hire a lock smith and unload the truck. The Monday after that they came and took the truck with all my belongs on it and will not give back my belongings.Desired Settlement: I want all my things back that they took and I want to be reimbursement for my time lost and out of pocket expenses if they don't return my things I want $8,000 to cover the cost of the items I've lost.

Business

Response:

February 22, 2015

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 her items were at our U-Haul Moving and Storage of [redacted] in [redacted] at [redacted] and can be picked up from that location. Ms. [redacted] also left her telephone number for a call back of necessary.

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,

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.

this issue is ot resolved. they took my money I paid all that was due and they still took my things . I do not have a truck to move my things. that is why I rented a u-haul. they have my things and want me to come and get them I can not the storage unit they have is to far from my home. they need to bring me my things. I paid for the day they took the truck in the morning I did not have it to take the things off. and I want 8,o oo dollars to replace the things I lost. this is robbery. they are thieves

Regards,

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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

Business

Response:

March 12, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Southern Washington Regional Office, reviewed Ms. [redacted]’s recent comments. She explained the truck Ms. [redacted] rented was never returned. When we recovered the truck Ms. [redacted] office made many attempts to contact Ms. [redacted] to come back and re-rent the truck in order to obtain the contents of the truck or we would provide one month of storage at no charge to help allow her extra time. Ms. [redacted] refused both options. After almost 30 days, most of which Ms. [redacted] was not charged for, Ms. [redacted] relayed that we needed to free the truck of her items, so the contents were unloaded into storage using a moving helper. Please be advised our decision in the matter remains the same.

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 the worst experience moving with Uhaul. Would give 0 stars if I could. I was lied to by two employees and ripped off by $150.

I asked Uhaul if I should do a one-way drop off from BK to Pennsylvania, and Uhaul told me a round-trip would be cheaper (dropping the truck back off in BK). Even though that wasn't a convenient option, I agreed to save money and made a reservation online. When I got to the Uhaul at 40 remsen ave, I asked the employee working there which option was cheaper. Again, the employee said a round trip back to [redacted]. THEN, he offered me a discounted price per mile to bribe me to return the van to BK. I agreed, again, trying to save money.

When I got to the storage center in Pennsylvania, the employee there blatantly told me I was getting ripped off by about $150 and I should have been advised to drop the truck off in Pennsylvania. The PA employee actually printed me out a quote from Uhaul, which I still have, that gives a one-way drop off quote of $212.00

Furious, I returned to [redacted] to drop off the truck and confronted Uhaul. Uhaul admitted they gave me misinformation, and the woman working said she would contact her manager so he could revise my contract for a lower price. Satisfied, I left and waited for the call.

THEN, I get a call from the Uhaul manager (named [redacted]) who was very rude, and told me I had no proof that I was given misinformation and that if I really had a problem, I could call corporate and would be given a $100 credit toward my next move. Furious, I called corporate, and they called [redacted]. Corporate called me back and told me [redacted] said I was fabricating the $100 credit and said they could only give me a $50 credit toward my next move.

I was lied to and cheated by Uhaul. I will never be using this company again.

ALSO: I waited over an hour to pick up the truck in the first place. My reservation was for 3:15pm and I got the truck at 4:15pmDesired Settlement: I want the $150 back that I was cheated out of by Uhaul.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], Senior Staff for our [redacted], [redacted], [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and addressed her concerns. She advised her of a refund for the difference that was paid in the amount of $92.75 that was issued back to her [redacted] account. The credit 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

Huntsville, AL

I made a reservation with U-Haul on September 26, 2013 (store representative on S. Memorial Pkwy) for Saturday morning September 28, 2013 reference number 84775857.

A cancellation was sent to my personal e-mail address after 7:30 p.m. on September 29, 2013. U-Haul requires customers to give them 24 hours’ notice if we decide to cancel a reservation.

Complaint we show on Saturday morning at 9:00 a.m. we have no truck, and was told we did not have a reservation at that location, told us to go to University Dr. (two locations), then we were told our reservation was on Governors at 5:30 p.m.

I do not how U-haul gets 5 stars rating. Please investigate I believe they are rating themselves. Service is extreme bad, long wait time in line to rent and return rental. There is always only one employee on hand to rent and check vehicles back in. U-Haul double dip on mileage in rental and the estimated gallons when you rent is never correct.

Bad service, Bad service, Double pricing, Bad service

Rating 0 stars

I have tried using uhaul for two different moves in the last 6 months and have had nothing but trouble! End of july booked my truck online and the day before my move never got a call onto where I need to pick it up so I called and they informed me we don't have a truck for you. They said we have a small truck with a trailer if you want no I said I need a 26' truck to fit all my stuff. I had to find a truck on my own and luckily my brother in law knew someone that was returning a truck and he went and rented it for me. I recently just called a uhaul company in fergus falls, mn and than a day before a holiday they call me and said we don't have your truck for your move. So now I sit here needing to move tomorrow and I have no truck. I called Fargo they said yes we have a truck we will call you in a hour for pickup. Well hour and a half went by and no call no confirmation email nothing! So I recalled fargo and they transfer me to the main uhaul and was on hold for ten minutes with no one answering. Totally have been screwed over with no help from them!

I was told to arrive at 7:am. I arrived at 6:45 am. CSR arrived at 8:20. 12 customers waiting outside for more than an hour. There is 1 employees to assist all these people.

I have had a 26 foot U-haul reserved for 2 weeks. Moving day is tomorrow. I have committed to pay for furniture to be packed tomorrow morning and unloaded on Sunday. This also required that I take days off of work for moving. This morning we were told the truck we were promised would not be available. Their solution is for us to drive an hour away to pick one up. No one seemed to care about the inconvenience or cost this is causing us. I have never experienced such bad business practice before.

Review: I made a reservation for a UHaul truck to be picked up in Paso Robles, CA for Sunday, April 14 and they changed the pickup location without telling me. They stated during the reservation, that someone would be contacting me to let me know where in Paso Robles to pick it up and they never called. Upon me calling them, I was informed thy I would need to drive 40miles to pick it up, and I would have to pay for the gas myself and they wouldn't allow me by ore miles on my contract and that the pickup place is a "preference" not mandatory, and that if I wanted my truck, I would have to drive to pick it up.mfinally after hours of phone calls to UHaul, they finally gave me a tiny price break, and only a few more miles added. Upon picking up the UHaul, the guy in the San Luis Obispo, CA location that I picked it up at was appalled so he himself, added more mileage. I feel like I was tricked into spending more money by UHaul, and not compensated for their mistakes.Desired Settlement: I would like to see a full refund for my troubles and better training for people who are taking reservations over the phone.

Business

Response:

April 19, 2013

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

Ms. Virginia Valenzuela, our Executive Assistant for the U-Haul Company of Van Nuys, followed up on the information Mr. [redacted] provided. She informed our office she spoke with Mr. and Mrs. [redacted] and addressed their concerns. She explained the availability of U-Haul equipment and advised them of a refund for $50 back to their Visa account. The credit should post on their next credit card statement.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 9508098, 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 reserved a moving truck on Uhaul.com for August 31st through September 1st to be picked up i[redacted] The company boasts this on top of it's check-out page:

$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.

There was no way to click on the guarantee for terms and no terms were listed on the page.

The company called after the order was placed to say that they did not have any trucks available in the entire state of [redacted] I asked for the $50 and was told that the order had not been confirmed. I told the manager ([redacted] ###-###-####) that there were no terms and if they did not have a truck available, I should receive the $50. I also told [redacted] that I had received a confirmation email that read:

U-Haul Sign in/Look up order

Your order is confirmed.

Your master order number is: [redacted]

Express Online Check-In

Reduce your in-store pickup time

View or change your reservation or order(s)

Try Express Online Check-In Today

Dear [redacted],

Below is a summary of the order you placed on Wednesday, August 28, 2013 and what you can expect next. Additionally, we have set-up a free resource page just for you at [redacted], which provides helpful information on your move.

Rental Equipment

You've selected a 26' truck for your move.

A local U-Haul representative will contact you to schedule you at the most convenient location with available equipment.

If, for any reason, you need to make changes or cancel this reservation, please visit your account at [redacted] by Friday, August 30, 2013.

Thank you for choosing U-Haul.

Experience Moving Made Easier® at [redacted]

Learn about your guaranteed reservation

Make changes, edit or cancel existing orders/reservations

View store hours, get maps and driving directions

Track product orders and shipping

View current status of your U-Box

Watch helpful "How-To" videos

Read equipment user instructions

View your recent order history

You are receiving this email because of an order you placed with U-Haul. This email was sent from an account that is NOT monitored. If you have further questions or comments, please use the links below instead of replying to this email.

Questions or Comments | Privacy Policy | [redacted]

[redacted], the manager, said that they do will not give me the $50 and that the guarantee is invalid.Desired Settlement: $50 cash as promised in guarantee.

Business

Response:

September 6, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

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

Mr. [redacted] Your communication to the Revdex.com regarding your recent reservation for U-Haul equipment has been forwarded to my attention for review and resolution. You made your reservation online for a 26' truck and selected More Value Food & Fuel in [redacted] as your preferred pick-up location. When making a reservation for this location online, it clearly states the following: If you select this location we will do our best to accommodate your preference, but will have to contact you to schedule your exact pick up location and time. When you completed your reservation, you did not have an agreed upon equipment size, location or pick-up time as we had not contacted you for the final scheduling; therefore the $50.00 guarantee does not apply. I have however issued you VIP Certificate # [redacted] in the amount of $10.00 that may be applied to any future rental or purchase from U-Haul. I wish to thank you for allowing us the opportunity to explain our reservation guarantee. We look forward to serving you again in the future. Thank you, Amy Sonterre U-Haul Co. 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

Consumer

Response:

RevDex.com:

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.

Paragraph 1: The agent who called (after the confirmation email arrived) indicated that there were no trucks available in the entire state of [redacted] therefore there was no "Exact location and time".

The order process indicated some sold out locations including my preferred pick up location, but allowed me to select a date and time for pick up at an “available” location which I did.

Paragraph 2: A. I received an email from Uhaul entitled "Your Uhaul Order" containing confirmation and my order number. B. The promotion stating the "$50 guarantee" did not have any click-able links, there was/is no indication of any special notations, conditions or terms and did not have further details listed anywhere on the page. C. The order process required providing credit card information.

All persons who have suffered from this bogus guarantee should be compensated with the full promised amount of $50 CASH and that is what is requested for myself, not a lousy “VIP” $10 Uhaul

certificate. This company should be ashamed of their false advertising and fake “guarantee”.

Your “settlement offer” is respectfully declined.

Regards,

Business

Response:

September 15, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted]provided and sent him the following email in response:

Mr. [redacted] Your rebuttal to the Revdex.com has been forwarded to me for response. In your first communication with the Revdex.com you included the terms of our reservation guarantee: 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. Your first reservation was subject to availability, as stated online. You received an email confirming your request for equipment. Because there was no equipment available, there was no agreement to equipment size, location and pick up time; therefore the $50 guarantee does not apply. The second reservation you made online you were able to select the equipment size and pick up time at the location you wanted to rent from because our system showed this truck available; this was a confirmed reservation. Had the truck not been available at the agreed to pick up time and location the $50 guarantee would have applied. I hope this explanation is helpful for your future transactions with U-Haul. While the $50 guarantee does not apply to your situation, I see that you have rented from us multiple times recently and are a valued customer; therefore I have refunded you $50.00 as a goodwill gesture on behalf of U-Haul. The refund will arrive in the form of check, please allow 7-10 business for processing and receipt of the check. The VIP Certificate is still available for you to use as well. We look forward to your continued patronage. Thank you, [redacted] U-Haul Co. of [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: On Friday, September 27, 2013, we entered the [redacted] U-Haul location on [redacted] to rent a U-Haul truck for an apartment move. There were several issues with the customer service (or lack thereof) we received as well as with the vehicle itself.

Firstly, the representative we spoke to (an [redacted]) at 4:30 PM this same day was less than enthusiastic about our business and acted as if the only thing she wanted in the whole world was for us to leave her store. She was unprofessional, curt and rude, and very impatient with us as we tried to figure out the best rental and insurance options for our needs.

Secondly, we specifically requested a 20-foot truck, and the clerk sent one of the other employees to go fetch the vehicle. Upon signing the contract, we exit the facility to get the vehicle and the employee had brought up a 26-foot truck, which was more than we needed and not what we requested. The employee had simple instructions but did not follow them. (However, the male employee who fetched the vehicle for us was very polite and helpful, unlike his coworker). Since we had been informed that we could only have the vehicle for 3 hours, we had no choice but to keep that vehicle in the interest of time.

Thirdly, we were told that we had to have the vehicle returned by 7:30 PM the same evening - only 3 hours later. For a "day" rental - in a world where "day" means "24 hours" - this is ridiculous! Why do we only have 3 hours to do a move? That is simply impossible. As such, we had to return the vehicle after closing at around 8:30 PM, leaving the key in the drop box by the door. This is false advertising because U-Haul offers the truck for the "day" and then tells us it's only for a few hours.

Lastly, this vehicle was an utter disaster. It appeared to have been manufactured in the 1980s and had difficulties shifting gears, odd squealing sounds coming from the transmission for no apparent reason, and the slightest dip in the road would cause the whole truck to sputter and shake like I was driving over a sinkhole.

For the outrageous price charged for the vehicle and mileage, the customer service and product we received were completely unacceptable.Desired Settlement: We are offering U-Haul the opportunity to willingly provide a full refund for the rental to the credit card on file since we did not receive what we paid for. Failure to comply will result in a dispute with the credit card company for the return of the charges and we will use [redacted] for our future move in October.

Business

Response:

October 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our Executive Assistant for our [redacted] regional office, followed up on the information Mrs[redacted]provided. She informed our office that our GM of U-Haul [redacted], [redacted] left an extensive message for Mrs[redacted]requesting a call back. Ms. Cox also sent Mrs[redacted]an email explaining they have been trying to reach her via phone with no success. She asked Ms[redacted]to contact Mr. [redacted] at ###-###-#### or by email at [email protected] in order to discuss their concerns and reach an resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The response from U-Haul is a bit outdated, as I did eventually get in touch with Mr. [redacted]. Firstly, it should be noted that I was the one who filed the Revdex.com complaint, therefore, I should have been the one contacted. I did not find out until much later that U-Haul had been contacting my mother, and she had been letting their calls go to voicemail because A) she had delegated the complaint process to me and B) she does not answer calls from unknown numbers. Had U-Haul looked at the Revdex.com complaint, they would have seen only my contact information was listed.

That being said, after a bit of phone tag, Mr. [redacted] and I were unable to reach an amicable resolution. The following topics were covered in our phone conversation:

1. Mr. [redacted] initially stated that the rudeness of the representative, who is apparently an Assistant Manager, was due to the fact that she had been working at U-Haul for 12 years. This is not a good reason to be rude to customers. If the work is getting boring and mundane, maybe it's time you find other work, rather than having a dull, lifeless attitude and forgetting to mention important information to a customer.

2. Mr. [redacted] asserts that his employee did not (and never would) say that the truck was due back at 7:30 PM because this is right around the time they close. There were 7 people in our moving party and we were all at the counter to witness the employee's statement that the truck had to be back by 7:30, so this is simply false.

3. When discussing the mechanical problems with the vehicle, Mr. [redacted] said that we could have brought the truck back and exchanged it out for another. This wasn't an option because A) we were already on U-Haul's time restraint to get the truck back by 7:30 and B) members of our moving party had other obligations later in the evening that we could not delay our move any longer than was absolutely necessary. When I informed Mr. [redacted] of this, his answer was that the vehicle still got all of our items from point A to point B, therefore, U-Haul did their job. While this is technically true, this is not good customer service or good business ethics.

4. Mr. [redacted] claims that his staff thoroughly investigated the vehicle we had rented and that it had no mechanical problems, though he had not driven it off the lot yet - he planned to take it out on the interstate later for further testing. He also said that other people had rented the truck since we had returned it and they have not complained. Absence of other renters' complaints does not mean that the vehicle doesn't have problems - it just means those renters did not bring it to U-Haul's attention. Also, as mentioned in the first complaint, they brought us the wrong truck the first time and had initially booked us for a 20-foot truck on all of our paperwork and did not adjust the paperwork to reflect the vehicle we did end up using, so it is entirely possible that U-Haul is investigating the wrong truck.

5. The one concern Mr. [redacted] mentioned to me was that he was surprised his staff had rented out a 26-foot truck to a woman ("[redacted] was the name on the contract) because, and I quote, "women can't drive big vehicles," an experience he had from his past career as a CDL driver. Not only did a female never drive the vehicle while we rented it, but this comment is incredibly sexist and if U-Haul believes that this is acceptable for a manager to talk this way, then perhaps it is a good thing that we currently don't intend to return to U-Haul for any other moving needs.

Mr. [redacted] also used his competitor's rates as an arguing point, stating that other renters such as [redacted] and [redacted] have much higher fees. That does not justify the poor customer service and deplorable condition of the truck we were given - U-Haul being cheap - this complaint is not about the charges compared to other companies, but about the value we received for our money. Our final charges were in the ballpark of $100 with insurance and mileage, which is outrageous considering the truck was falling apart, the service was unacceptable, and the total incompetency of the assistant manager to properly write up our contract, tell us the appropriate return time, and have her co-worker retrieve the correct truck.

I informed Mr. [redacted] that since it appears we cannot agree that U-Haul had an unmitigated failure of customer service with this transaction, it looks like we will have to take up our concerns with the credit card company via a chargeback dispute. This is really nonsense from a management perspective, as had U-Haul just refunded our payment for the poor service, we would be done by now; but now more time will have to be invested into fighting this issue, and U-Haul will receive a substantial fine from the credit card company for having to arbitrate this issue.

It appears that there is a flagrant lack of accountability from U-Haul as a corporation, and I encourage that the issue be escalated to the regional office, or preferably, the President's office. If I do not hear back from someone who is willing to resolve this by COB Monday, October 21, 2013, we will be forced to file the dispute with the credit card company before it is no longer an option. (To be clear, only myself should be contacted at the number listed on the complaint.)

Regards,

Business

Response:

October 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted]C regional office, reviewed the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] and discussed his concerns. Ms. [redacted] explained it is clear there was a failure on the part of our Assistant GM to explain the contract to his mother. Our Assistant GM and GM could have also explained to both Mr. [redacted] and his mother the fact that he had all night to return the truck. A 9:00 am or 10:00 am return may not have been available due to another reservation being already scheduled to pick up then or earlier, however, Ms. [redacted] stated as long as the truck was on the lot when our U-Haul Center opened, he would have been fine. The rental contract indicates what they received is what Ms. [redacted] signed for. Ms. [redacted] relayed we have no record of breakdown calls on the truck in question just before or after this rental. The truck has in fact been rented since and there’s been no feedback on any mechanical issues from other customers. Ms. [redacted] explained our Emergency Road Assistance is always available and the fact we have no record to back up what he states he experienced, she is not able to issue him a full refund. Mr. [redacted] accepted her explanation. As we value Mr. [redacted] as a customer, Ms. [redacted] offered to refund $50.00 as an adjustment to help offset his inconvenience. The refund was issued back to his [redacted] account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I rented a cargo van on 03/01/2014 from the U-haul location(Northeast Community([redacted]) on [redacted]. The previous renter returned the van while I waiting. While the clerk went out to check the mileage on the van. The previous renter informed me that when She rented the van the mileage was incorrect on the contract. Now since the same clerk that went out to check the mileage on the van was the same clerk that input the information on the system for my contract. I fatally assumed that the mileage had to be correct. Since the whole process of verification would be pointless. On my contract they specified the mil Out(4411.8). Since I had done business with U-haul on many occasions at the [redacted] Location without any problems I did not question this locations professionalism. The clerk had left the van double parked on the street, I glanced at the odometer and contract and pulled off. I went on with my business to my home which was only 1.2 miles on to the Home Depot which is 1.5 miles from my home with a return trip of 1.5 miles then back to the Northwest community location 1.2 miles at (9:00pm est) for a total of 5.4 miles all within a 4 hour period on time. Northeast Community was not open on Sunday;so, I did not see the EXTRA bill for $103 on my account until Monday 03/03/14. I immediately contacted the Northeast Community to inquire about the bill. The Clerk who rented me the van looked up the contract and even said "I never seen a contract like this!" So she called somebody and called me back. And started explaining some nonsense about quoted mileage rate and actual mileage rate. She tells me that "she couldn't do anything about it" and gives me this Ph####-###-####. So; I call this guy and he starts explaining the same thing about the mileage rate. He also tells me that I traveled 129 miles. And I Tell him that's ridiculous; because, I only live 1 mile from the pickup location and only made 3 stop in-between about 5 miles. It must be a problem with the odometer. He said that they couldn't verify my travel itinerary or mileage. Then he proceeds to tells me that it's my responsibility to verify the mileage. I disagree with that assumption since they are in the business of verifying mileage as a prudent business practice. Apparently nobody at U-haul has the ability accurately verify mileage. So he tells me some regional representative "who can do something about it"will contact me on the matter. Sad to say; that call never came.Desired Settlement: I want my money back($103) and I want the mileage verification process to be reviewed at that location by U-haul international.

Business

Response:

March 11, 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 North Philadelphia regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He offered his apology for the inconvenience of being overcharged and advised him of a refund for the amount requested. The refund for $103.99 was issued back to Mr. [redacted]’s Visa account and should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

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 would like to give you a quick background, am a regular U-Haul Southside store customer, On 26th March 2014 I made a reservation(reservation number :[redacted]) for my truck, trailer and my Ubox scheduled to pick up by Saturday the 29th Mar 2014 at 12:00 Noon. But I received my Ubox and trailer only by 3:00PM with a delay of 3hours, In spite of the reservation there was a huge delay in receiving my Ubox and trailer because of some infrastructure and logistics issues in the in the U-Haul Southside storage location. I end up paying 300 dollars more for the movers because of the 3hours delay caused by Uhaul.

As an individual it is huge loss and I was stressed a lot because of this incident, So I kindly request you to do the needful by providing compensation for my monetary loss of 300$ and for the stress caused by Uhaul.

And [redacted] - Manager in-charge for the Southside U-Haul promised me that she would bear/compensate at least 50% of the loss, I mailed her about the issue, followed up and called almost 30 times and left around 6-10 messages. In spite of all my efforts there was no response from U-Haul or the Manager-in chargeDesired Settlement: The manager should be responsible for the operation of the location. If a customer has a reservation and it is the responsibility of the manager/staff to make the deal/commitment/agreement is completed as per the terms and conditions.

At least as a good will gesture they should have returned my call/messages/email. They did not do anything.

Business

Response:

April 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta, [redacted], and Northwest Territories, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and offered an apology for not keeping the scheduled appointment at the store. A refund for $150 was issued to Mr. [redacted], which is more than what was collected for our services. The refund should post on his next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

This complaint is not fixed yet. I did not receive any refund till now. Please do the needful.

Regards,

Business

Response:

June 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alberta, [redacted] and Northwest Territories regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and verified that our refund issued to his credit card did not process. Mr. [redacted] assured our office they processed the refund today, which will post to Mr. [redacted]’s credit card.

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