J.R.J. Tara Corporation

This business didn't not make their contract clear and did not verbally make me aware that I would only have a the use of a moving truck for only 6 hours. They harassed me on the day I was I was moving and refused to provide me with any form of customer service. In the end I returned the truck and ended up paying for a service I didn't get to use forcing me to take twice as long to move and added extra expense and mental distress. The encounter I had was with the GM and never in my 30 years of life have I or any of my family ever been treated the way I was. Appalling!

Review: I called and got a rate lock on a truck that was guaranteed through June 27, 2012, for an upcoming move on June 30, 2012 at the rate of $178.00 for which I received a confirmation number. When I went ahead and scheduled the truck for the 30th, I clicked on the confirmation number and was taken to the Uhaul site where I found the pickup date listed to be June 30, 2012 and the dropoff date, for July 1, 2012. I printed this document on June 27th and that date appears on my printout. I again checked this number on June 29 while also placing a phone call just after noon because we were supposed to receive a phone call to confirm the pickup location. At which time I spoke to a customer service representative who assured me that my truck had been reserved and advised that I give dispatch until 5 pm to give us a pickup location. No call came. When 5 pm came and went, I called again and was told there were no truck and I also clicked on the reservation number only this time it had been changed to July 1 pickup and July 2 dropoff. I also printed this screen dated 6/29/12. After calling, getting transferred and disconnected, being told there were no trucks of any size, I cancelled the July 1 reservation and again - big surprise - the date had been changed back to June 30th pickup and I also have the email confirmation of that cancellation. I now have to find a truck, my contract with your company was broken and nobody has taken any responsibility for this situation.Desired Settlement: If I am able to find a replacement truck, I will probably have to pay more for a last minute rental. If so, I want to be reimbursed for the difference in price. Regardless, I want to receive credit for a free truck rental. This was a breach of contract - period.

Business

Response:

July 9, 2012

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of Pittsburgh, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] a letter advising her of our reservation procedures and offered her an apology for the inconvenience she experienced. Mr. [redacted] explained that her reservation was mistakenly switched from July 1st and then back to June 30th as originally requested. Due to our error, Mr. [redacted] issued a refund for the $50.00 Reservation Guarantee Fee.

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

Sincerely,

Executive Assistant

U-Haul International

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,

I did receive a refund of $50.00, however, I absolutely did not receive any communication from a Uhaul representative. I have received no apology or explanation.

Review: I was provided a broken tow dolly (unknown to me/us at the time it was issued). As such, it broke in Arkansas (AR) in such a manner that we had to stop in Bryant, AR. [redacted] of U-haul Roadside Assistance came to our hotel at 11pm, and after working on the tow dolly he stated that the tow dolly was fixed and we would be able to continue our travel from Bryant, AR to Chicago, IL. When leaving the next morning, within 2 miles of departure, the tow dolly broke again because he had not properly fixed it.*. [redacted] of U-haul's Roadside Assistance arrived after we had to wait in the hot sun. He properly repaired the tow dolly. He also properly secured it as neither [redacted] at the original U-haul location, nor [redacted] had properly secured my vehicle to the tow dolly. As a result of the broken tow dolly and the associated delays, we incurred a night of hotel charges in Marion, IL. Additionally, because of my vehicle not being properly affixed to the tow dolly by either [redacted] or [redacted] of U-haul, it incurred damage resulting in $199.95 in repairs. I have emailed [redacted], the General Manager of the U-haul location where the tow dolly was rented from, and I have left multiple phone messages. He has never responded to the emails. I spoke with him on July 31, 2012 and he said to call back the next day and he would advise on a resolution to my incurred costs. I have since left phone messages on August 1, 2 & 3, 2012 and have not had my phone calls returned by Mr. [redacted].Desired Settlement: Reimbursement due to costs associated with broken tow dolly.A. Hotel: $161.24B. Vehicle repair: $119.95

Business

Response:

August 22, 2012

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

Mr. [redacted], our GM of our U-Haul Moving and Storage of Willowbrook, followed up on the information Mr. [redacted] provided. He informed our office he issued a refund for $300.00 as an adjustment on Mr. [redacted]'s rental and referred him to [redacted] Insurance Company if he wished to file a damage claim. The refund was issued to Mr. [redacted]'s [redacted] account on July 3rd and should post on his next credit card statement. Mr. [redacted] also explained he made attempts to reach Mr. [redacted] recently and has not yet received a return call. He would like the opportunity to discuss his concerns and reach an amicable resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. After multiple calls and emails, Uhaul's insurance carrier [redacted] did issue me a reimbursement check for the damage and associated bills. I consider this complaint resolved.

Regards,

Review: The company keeps sending me non-payment notices for a storage space that I have not rented from them. I called and requested that they stop sending me those notices but was told that they have my name as an emergency contact for someone who has rented from them. I told them to remove my name from that account because I never gave permission for my name to be used in that way. I also requested the holder of the account to remove my name from the account with U-Haul Moving & Storage.I'm still receiving non-payment notices from the company inspite of my request for them to stop because I have no contract with them.Desired Settlement: U-Haul Moving & Storage should remove my name from their records and stop sending to me non-payment notices for account number 1342

Business

Response:

October 29, 2012

Thank you for forwarding Ms. [redacted]i's concerns to our office.

Ms. Paula Fontaine, a Senior Customer Service Agent, sent Ms. [redacted]i an email requesting the address of the U-Haul storage location involved. Ms. [redacted]i responded by email explaining she was currently out of the country and will furnish the information when she returns the week of November 5th.

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 [redacted]. I will provide the information that is requested by the business during the week of 5 November 2012.

Regards,

Review: I originally put a hold on a 26ft truck two weeks prior to our moving my Aunt. On Saturday, they called and informed the that the truck wasn't available at that location for Sunday Nov. 25 (the next day) The reason we wanted that location is because we had to go from Somers Point, NJ to Deptford,NJ and then to drop some things off at my house in Philadelphia. So to accommadate me, they told me to pick up the truck at the Hurfville Rd Deptford,NJ location and they would give me the truck for $100 and I would have 300 to use before I would be charged and then I would drop the truck off at the Roosevelt Blvd Phila location.. Driving from Somers Point to deptford, the truck seemed to be hesitating, so instead of leaving it at the blvd location in Phila, I dropped it off at the location where I picked it up at in Deptford. I called this morning to confirmed that they received the truck and the key, and that is when I was informed that I was billed $12.00 for the miles on the truck. I aske the extremely rude lady how I was over when there was no way I went over 300 miles and she said that they couldnt honor it because we dropped the truck off there instead of Phila. I tried to explain to her that the only reason I did that was because the truck wasnt driving right and I wasnt going to take the chance of something happening to it (like breaking down) on the Ben Franklin Bridge and she basically told us that that wasn't her problem and we had voided any contract by dropping it off there. I'm sorry, but that was wrong. And its not even the $12, its the way it was handled. Now I want my $12 back and I want to make sure U-Haul doesnt make a habit of ripping people offDesired Settlement: An apology and I want my $12.00 that they owe me back...in cash (cause they charged it to my debit account)

Business

Response:

December 4, 2012

Thank you for your

concern for our customer Mr. [redacted]e.

Mr. Paul Kelly, our

President for the U-Haul Company of Southern NJ, followed up on the

information Mr. [redacted]e provided. He informed our office our GM of our

U-Haul Center would be calling Mr. [redacted]e, if not already, to offer an

apology and advise him of the refund for $12 as requested.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: U-Haul continued to charge my credit card for 11 months after I requested an account closure and removed my credit card information from my account online.The general manager refuses to speak to me over the phone, and he refuses to respond to my emails. I have made every attempt to contact the general manager, but I can only get a hold of U-Haul's general call center. The representatives from the call center tell me they are unable to help me in any way, other than to schedule a time to speak with the general manger, which the general manager does not honor. I have emailed the general manger multiple times, and I have not received a single reply. I requested the closure in March, 2012. I mailed U-Haul the required paperwork. U-Haul received my request, as confirmed by a representative from their call center. I also removed my credit card information from my account online, unauthorizing U-Haul's use of my credit card.Desired Settlement: U-Haul made 11 unauthorized charges to my credit card, totaling 1152.34 USD. To resolve this issue, U-Haul must close my account and refund the unauthorized payments.I also suggest that U-Haul hire a general manager capable of responding to customers via phone and email.

Business

Response:

April 16, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Mr. [redacted] provided. She informed our office she left a message for Mr. [redacted] on April 12th requesting a return call to obtain the address of the U-Haul location involved. She has not received a call back. Mr. [redacted] can reach Ms. [redacted] at ###-###-#### or direct at ###-###-####. She hopes to hear back from him soon.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have not received a refund, or any proposed solution whatsoever.

Today I called both numbers provided in U-Haul's response. Ms. [redacted] was not available. I spoke with another representative who told me that I had called the wrong office, because this case is concerned with a U-Haul located in [redacted], not [redacted]

Here is the address of the U-Haul in question:

U-Haul Moving & Storage of [redacted]

[redacted], [redacted]

Phone :###-###-####

General Manager: [redacted]

Please use this information to resolve my complaint.

Regards,

Business

Response:

April 19, 2013

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of [redacted], reviewed the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] as well as sent him a copy of the receipt to his email for the refund she issued today in the amount of $1,152.34.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I rented a trailer from the U-Haul of [redacted] located at [redacted]. I rented the trailer for one day: I picked the trailer up at 6pm and returned it at 11pm (after hours). I called the next day to verify the charges, I was transferred to the [redacted] call center and told that the charges would be 14.95 +tax; indicating that they had received the trailer as expected. When the charge posted I was charged for 4 days (4 times the contract amount). Clearly the trailer had been sitting there for three days and the staff failed to check it in until three days later. And then proceeded to charge me for the extra time they failed to notice the trailer. When I called to resolve the issue I was lied to several times:

- I called the local number which is forwarded to the call center in [redacted]; I asked to be forwarded to the local store so I could speak to someone who was actually on location. I was lied to and told there was no way to speak to a person at the location.

- I explained the error and asked for a refund of the erroneous charges. I was told that the customer service supervisor I was speaking to did not have the authority to refund the erroneous charges. They offered to forward my complaint on to cooperate, but would not allow me to speak with anyone who would make the determination.Desired Settlement: Refund of all charges

AND

A letter of apology for lying to me and treating me rudely

Business

Response:

May 2, 2013

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

[redacted], our GM of our U-Haul Center of [redacted], followed up on the information [redacted] provided. He informed our office he left a message for [redacted] offering his apology for the behavior of our staff and advised him of a refund for the extra days as requested. He also provided his telephone number and email address in case [redacted] had other concerns or questions. The refund was done in two separate credits and should post on [redacted]’s next [redacted] credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: After signing a contract stating the distance I would be driving, the representative says I drove 100 miles over the contracted limit.

Extremely unprofessional, Saw management yelling and arguing with customers, was unwilling to address the issue with me. Obvious and blatant attempt to overcharge me.Desired Settlement: All charges refunded. personal apology from manager.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of West TX, followed up on the information Mr. [redacted] provided. She informed our office she contacted Mr. [redacted] and discussed his concerns. She advised him she would be removing the additional charges on the Promissory Note off his account.

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:

[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 June 7, 2013, I made a reservation at www.uhaul.com for a 17’ truck and tow dolly for a one-way move between Philadelphia, PA and Wilmington, MA on June 28, 2013. At 9:31AM on June 7, I received an automated reply email from U-Haul confirming my order, with order number [redacted]. The exact language of the email read “Your order is confirmed.”

I had heard horror stories from friends about their past experiences when U-Haul did not have a truck available when they went to pick up their reservation, so on June 18 at 1:31PM I called U-Haul to confirm my order. I provided my order number and the U-Haul representative assured me that my reservation was confirmed for June 28.

On June 27 at 9:41AM, I received an email from U-Haul confirming my reservation for June 28. The email read, “This is confirmation that the 17’ Moving Van, and Tow Dolly you reserved is scheduled and guaranteed to pickup at 12:00 PM on 06/28/2013 at [redacted], [redacted].”

On June 27 at 9:42AM, I received a text message on my cellphone from U-Haul confirming my reservation for June 28 at 12:00PM and requesting that I call [redacted] to confirm.

On June 27 at 1:34PM, I called [redacted] to confirm my reservation. I spoke with a woman who confirmed that my reservation would be ready for pickup on June 28 at 12:00PM.

On June 28 at approximately 8:00AM, I awoke to find a voicemail on my phone from [redacted] informing me that my reservation had been cancelled because I did not pickup my truck at 6:00AM. Between 8:00AM and 10:00AM, I attempted to call [redacted] many times, but no one answered the phone nor was there an answering service available. At 10:00AM the same woman that I spoke with on June 27 answered the phone. She informed me that my reservation had been cancelled because I was not there to pickup the reservation at 6:00AM. I informed her that the reservation had been confirmed for 12:00PM and that I had spoken with her the day before. She denied these facts and told me that she would call U-Haul dispatch and arrange for them to contact me with another truck.

At no time on June 28 did U-Haul dispatch contact me to attempt to address the situation caused by U-Haul’s failure to provide their confirmed and guaranteed service. Between 10:00AM and 2:00PM, I made many calls to U-Haul to attempt to get another truck but each U-Haul employee that I spoke with said that there were no trucks available in the Philadelphia area.

I called all other moving truck rental companies, but they also told me that they did not have any trucks available in the Philadelphia area. I had no option to stay at my apartment beyond June 29 because my lease ended that day. I was forced to rent a storage unit in Philadelphia and move to Massachusetts on June 29 with the majority of my belongings in storage in Philadelphia.

On June 28, numerous U-Haul employees told me that the only compensation available to me for U-Haul’s failure to provide their confirmed and guaranteed service was a $50 credit. This guarantee is prominently advertised on U-Haul’s website at [redacted]. I was assured that this credit would appear on my credit card statement within two business days. As of today, August 15, 2013, I still have not received any credit from U-Haul nor apology for the hardship that their failure to perform caused me.Desired Settlement: U-Haul should immediately credit me the $50 in accordance with their advertised policy. In addition, U-Haul should reimburse me for the storage unit charge and truck rental charge in the amount of $252.40 that I incurred due to U-Haul’s failure to perform. No storage unit charge would have been incurred in the absence of U-Haul’s failure to perform. In lieu of, or in addition to, the storage unit charge reimbursement, I would consider U-Haul’s offer to provide me with the originally contracted moving truck at no expense for the movement of my possessions from Philadelphia, PA to Wilmington, MA.

Business

Response:

August 20, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], Senior Staff for the U-Haul Company of South Philadelphia, followed up on the information Mr. [redacted] provided. She informed our office she sent Mr. [redacted] an email offering her apology for the inconvenience he experienced and advised him of a refund for the $50 Reservation Guarantee she issued back to his [redacted] account. The credit should post on his next credit card statement. Ms. [redacted] also included her call back number and asked Mr. [redacted] to contact her if he had further 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: [redacted]Intake # [redacted]June 28, 2013Uhaul/ubox I have been calling ubox a few days after I left Tacoma, Washington because according to their contract someone was suppose to call me within 24 to 48 hours after they received my uboxes. I left Washington on the 20th of June and until last night on the 2nd of July on one would ever return my phone calls.. I didn't start keeping tract of names and taking notes until the 28th of June 2013 and day after we arrived here in Cary, North Carolina. I was calling Uhaul while driving cross country, talking to different people concerning our boxes to see have they been shipped and when will they be here. No one I talked to could tell us anything about our boxes. I would call one location and I was automatically transferred to their call center. Their call center could not tell us any information about our boxes they said that our boxes was at another location. Then they would call that location which is Parkland, Washington and they were not able to get through to them either. So they told me that they would send that location an email and that someone would get in contact with me by the end of the day or the next day. No one called me back. The next day I called them again to see if I could find out what was going on with our uboxes, and the same thing, no one could tell me anything and they were not able to talked to anyone at the location. This went on most of the time while driving from Washington. I stopped in Illinois for a fees days at my brothers house, and while there I would called the people at ubox and still I would get the same answers, that they didn't see an update and that they don't know why our boxes hadn't been shipped. Someone from there would again call that location but was not able to get through. I was told again that they would send them a email and that someone would contact me before the end of the day or the next day. No one ever called back. There are additional information I needed to add but was not able to add to this box.

Product_Or_Service: Ubox

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like for Ubox/Uhaul to honor their original verbal agreement we had per our phone call stating that a second Ubox wouldn't cost more. I would only have to pay for the additional box which would cost $79.95 plus taxes.

Business

Response:

October 7, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Southern WA regional office, advised our office they have been in contact with Mr. [redacted] over the past few months regarding his U-Box transactions. Mr. [redacted] has also contacted an attorney. Ms. [redacted] attempted to speak to the law office to offer a resolution, however, his attorney was away from his desk. She left a message and hopes to hear back from the Law Office 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:

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 is an email I must have over looked, but their offer is very low, this is an offer that was sent to one of the lawyers at [redacted]. First I do not know how they came up with that figure, but according to my calculations they owe us $1045.53. This is the difference we should be paid due to the quote I received over the phone with one of their employees. As I stated in my complaint I was told that for a second box, the shipping charge would still be the same and all I have to pay was the 69.95 plus taxes. The original quote for the box was $1243 and when I called about a second box it was stated that the shipping would not change and that's why I got the second box.

Review: I am currently renting a storage unit from U-Haul in Edmonton [redacted]a Canada. I made an extra payment to them in March for my storage unit so I would be one month ahead. Unfortunately that was a bad mistake because U-Haul cashed the money order and didn't apply it to my storage unit. I didn't realize this happen until I received a letter in the mail saying I was behind. I called and explain to them that I was a month ahead but they didn't believe me they wanted to see proof. So I sent them copies of all the cheques and money orders 3 times and now they are telling me it doesn't matter I am still behind and we now owe late charges too. Please help us.

U-Haul

[redacted] ph ###-###-####Desired Settlement: I would like to see that we don't owe anything and the late charges taken off as well.

Business

Response:

September 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our President of our Northern [redacted]a, Saskatchewan & NWT regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and because of the confusion with his payments, Mr. [redacted] is writing off the September payment for the inconvenience we caused him. Mr. [redacted] also mentioned that after review the account, he found Mr. [redacted] has a history of making late payments, thereby creating late fees. Mr. [redacted] was advised we will no longer waive these fees.

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.

[Actually I have not been late on any of my payments, The late fees were incurred as a result of an error by Uhaul in applying my payments to the incorrect account. I have mailled uhaul several times copies of the money orders that were cashed by them. However they refuse to take action an apply the appropriate payments to my account .. So in fact I overpaind $30 in late payments fees which should not have been applied to my account. I cannot be charged for late payment fees because error by one of their employees. I have all the records on hand to prove my payments, however on Uhaluls records, one of my payments is missing although I have a recieprt from the BANK shoing that the payment was cashed by the company. Again I have maild this proof to the company several times , but for some reason the choose not to crossreference with their records to fix the situation.. PLEASE take the time to review what I have mailed to you .. do not go by whats on you website ..it doesn't reflect one payment, I have in my possision copies for 8 money orders that were cashed by you .. your records only show payments for 7 money orders. In addtion to mailing the proof , I have even gone as far as to get my son in law ([redacted]) to scan and email copies of all the money orders to MR [redacted] F[redacted]., This has yeilded no response. Actually MR [redacted] F[redacted] ws very dismissive to my son in lay and didnt even want to work with him to resolve the situation.. All I'm asking for is for someon to go throuh the reciepts and copies of money orders we've sent and they will realize that an error was made on U-hauls side. If I was money, handouts or write offs I would let this go right here. however just want the right thing done here. This is bad businesss when you cannot fix your records. even after the proof has been sent.

Again I've attached a copy of the Money order that was cashed by Uhaul but not applied to my account.

This has gone on long enough we need this resolved ASAP.

Business

Response:

September 30, 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 our Northern [redacted]a regional office, reviewed the information Mr. [redacted] provided and advised our office he has been contacted by email. A refund for the amount owed to Mr. [redacted] has also been issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

[I received an email from [redacted] from Uhaul on 29/09/13 indicating that the issue was now resolved and that a refund would be issued back to my credit card within a few days. Today is the now the 10th october 2013 and to date no refunds have been applied to my credit card from UHaul]

Regards,

Review: I called to ask if I could return a truck to a different location due to troubles I had with my move. I was told there would be a $300 charge. I agreed. I returned the truck to the location I discussed with uhaul, the uhaul representative had no internet connection and called in the return by phone. He did not mention any additional charges until he hung up the call. He said there was additional charges but he couldn't print a receipt. I then called uhaul and found I was charged an additional $272 on top of the $300. I was sent to three representatives until one filed a complaint. They then said they made me aware of the charges which is untrue. The customer service reps were all very rude also.Desired Settlement: $272

Business

Response:

February 25, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Eastern Wisconsin regional office, followed up on the information Mr. [redacted] provided. He sent him the following email:

Mr. [redacted], My name is [redacted] and I am in charge of reviewing your Revdex.com file. I did try to reach you via phone but was received a message stating the service was no longer available at ###-###-####. So I am reaching out to you via email instead. I have spoken to all parties involved and have decided that the manner in which the extra charges regarding the extra days and added safe coverage were conveyed to you, was not sufficient in allowing you to make a completely informed decision on whether or not you would return the truck to L'anse or Green Bay. Therefore I have refunded you $288. $160 for the extra 4 days. $112 for the extra save coverage $16 in added tax. You should receive an email to this address with the receipt of this transaction. If you have any further questions, please feel free to contact me. Thank you, [redacted] Traffic Control Manager 750 Office: ###-###-#### Office: ###-###-#### Voip 750301 Fax: ###-###-####

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: On 5/27/2014 I rented a 5'8' moving trailer. Knowing I was making a cross-country move (I mentioned on my online order, as well as to the manager of the establishment) After watching three other customers get their equipment as I sat in the parking lot for an hour - I became annoyed with the situation. Once I was acknowledged and given my trailer, I noticed the tires were badly dry rotted. I called corporate to find out if taking a trailer 1,600 miles with sub-par tires was safe. The only help I received was a manager who hung up on me via their "Manager Line." After I got home, and went to load my entire home into the trailer, I had no choice to clean up somebody's oil spill in the back of the trailer. I have pictures of the tires and the oil spill. When I dropped the trailer off in Saratoga Springs, NY on time, as promised the manager of the store in NY said he was shocked at the condition of the tires and the trailer. He said he was taking this trailer out of service until ALL necessary maintenance was performed. In my eyes, that added insult to injury. Not only does this experience result in my opinion of U-Haul, and their lack of returning my calls or following up with my complaint. (Complaint reference number: [redacted]) I was promised a call back within 72 hours. A week later, I am growing even more frustrated.Desired Settlement: I would like the price I paid (IN FULL, for a safe, clean trailer) refunded to the card I paid with. The total price of my rental contract was $165.36

Business

Response:

June 4, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a refund for the full amount of the rental was issued back to Mr. [redacted]’s [redacted] account. The refund for $165.39 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.

**Please note- My account was issued a PROMPT refund of my full purchase price.**

Regards,

Review: I signed a contract with U-haul for the use of the 9ft van. A part of the contract states that the gas needs to be replaced for gas used - understandable. I used 33.5 km for my round trip and before I brought it in, I put in 3-4 Litres of gas for the gas used. After I dropped off the van, I even took a picture of the needle for the gas.I was charged an extra $20 for a refueling fee to fill the van up to the level that it should of been.I called them stating that I put in more than enough gas to cover the kilometers used and that I even have pictures of the needle which is the approximate of what is on my contract printout.The owner on the phone refused to acknowledge that fact and did no want to look at pictures or my receipt for gas. He just kept stating that the needle is not where is needs to be.Even if the needle was a little off (which it wasnt), I was charged for 7 additional litres of gas, which is no way near the amount used.Desired Settlement: DesiredSettlementID: Refund

I just want to be refunded the extra $20 I was charged for the gas.

Business

Response:

July 7, 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 sent Mr. [redacted] a letter offering her apology for the inconvenience he experienced and also advised him of a refund for $20 that she issued back to his [redacted] account. 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

Review: I rented a 26 foot moving truck on Saturday August 16, 2014 at 7am from [redacted] only one employee was working (she was very frazzled and short with me). I purchased the safe move plus, I drove the truck 40.9 miles and returned the truck at or around 12pm Saturday August 16, 2014 with a full tank of gas (more then I was given the truck with). Three employees were working at that time including the same one that I worked with, she took the keys from me and said that was it and a receipt would be e-mailed to me. I was able to move quickly due the the voluntary assistance of 7 other people. I was charged two separate charges from u-haul on August 21, 2014 ($112.88 and $126.28) when according to the information given on the contract estimate the charge should have been less than $100. A friend of mine who assisted in setting up the rental contacted U-Haul who refused to refund the difference stating that the truck was not checked in until the 18th. I was never given a completion of contract or anything to sign post rental, lack of staffing and failure to complete paperwork appropriately is not my responsibility nor should I have to pay the cost of it. I will never be renting from u-haul again nor recommending anyone to rent from them.Desired Settlement: I will accept a refund in the amount that is the difference of what I was charged vs what I should have been charged for a one day rental with 41 miles with the "safe move plus" insurance.

Review: My husband and I recently moved from Provo, UT to Washington, DC (where we lived for 2 months) and then to Charlottesville, VA. We rented a U-box (order #93399334) to store most of our belongings for 2 months and then to meet us in VA. Our apartment in VA was going to be available for us to move in on August 16, 2014. My husband was starting law school on Monday the 18th and wanted a few more days to unpack and get settled so we pushed for an earlier move-in date and were told we could move in on August 14th instead. Several weeks before this date, we called the U-haul in Provo and arranged for our U-box to be delivered by the 14th. We were told that it would be delivered no later than August 14th at noon. Our plan was to drive from DC and to pick up the U-box on our way to our new place, around 2 pm on the 14th. As we were getting close, we called Store-it-Right Spotswood in Ruckersville, VA, where our U-box was going to be delivered and they said that the U-box had not been delivered and that they didn't know when it would arrive but they would let us know when it did. So we went to our apartment and sat around with the few belongings that we had, waiting for the U-box to arrive so that we could start unpacking. By the close of business on the 14th the U-box had not arrived so we ended the day frustrated by the wasted time and hoping to unpack most of our stuff on Friday. Friday was another wasted day and was spent on the phone with Store-it-Right Spotswood and with U-haul customer service. Every U-haul employee I talked to seemed very confused about our situation and about where the U-box was. I talked to one person who told me it would arrive Friday evening, and 10 minutes later another U-haul employee told me it was still hours away in Iowa. It finally did arrive Friday evening but the pick-up location was closed so we weren't able to pick it up until Saturday the 16th at 10 am (the 16th also happened to be my birthday, and we had hoped to be done unloading and unpacking by then...but by this point my birthday was the least of my worries). So we wasted two days that could and should have been spent unpacking, we weren't able to have the help unloading the U-box that we had originally planned on so my husband and I did it ourselves while we also tried to keep our 2-year-old and 4-month-old occupied, and my husband was not able to start law school at the top of his game because he was worried about me at home with the kids amidst a sea of boxes and had to spend the first several evenings unpacking instead of studying. We paid a lot of money to have our stuff shipped to VA and we chose to use U-haul, a well-respected and trusted company, to get the job done because we thought we would be able to expect a high quality of service. However, U-haul fell far short of our expectations. A few days after all of this happened I called U-haul, hoping to receive some compensation for our poor experience. The employee said he could offer me a $50 voucher...which would be a 2.5% discount. I told him that a 2.5% discount was far less than I felt the situation warranted, and he told me that he would have a manager call me to discuss the situation within three days. This employee even reassured me that I would be called within three days including weekends, rather than three business days, but I was never called. While I do appreciate that our stuff finally arrived, and I know that transporting it cross country is not easy and that things can happen to cause delays, we were guaranteed that the box would arrive on the 14th and I believe we should be compensated for the inconvenience such a delay caused us.Desired Settlement: I am seeking a refund of at least 25% ($452.50) of the cost of shipping the U-box (not the cost of storing it, which they did just fine) to cover a broken guarantee, our inconvenience, and an overall lack of customer service.

Business

Response:

September 12, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Utah Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and offered his apology for any wrong communications regarding her U-Box transaction. He also explained our shipping guarantee arrival date and agreed to her request for settlement. The refund for $452.50 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,

Executive Assistant

U-Haul International

Review: On Friday 8-8-2014, I rented a 40 ft. U-Haul from the Moving and Storage one way. and dropped it off at (007728).

The trip was over 1000 miles. I found near the end of my trip, that a tire had a 1/2 dollar hole in the side wall.They had mark the tire with a sticker for replacement, but never replaced it before they sent me an this long trip. Where I dropped off the U-Haul the agent saw it.

I felt they had endangered my life, with out me knowing and if anything would have happened they would have said that I was careless or was recklessly driving.

Thank GOD nothing happened.

I thought it was a bad mistake but next time someone could be killed and so Aug 24th. I called a Corporate number and was referred to [redacted] not knowing she is the person from the ([redacted]) rental store not Corporate.

She took the information and I sent her a picture of the bad tire, she said she would investigate and get back to me.

Aug. 3 I

I ask again to take care of this and get back to me.

Sept. 4

She ask what I wanted and I said, I didn't want this to happen and was very disappointed in U-haul and they could refund the charges for the rental.Then she said that ant going to happen but she would give me a $50.00 voucher. I said I considering get a hitch for my car and had ask them about the price but after this experience it might fall off. So no voucher.

Sept. 4

I talked to her Corporate office and spoke with [redacted] - Marketing ###-###-#### and she said she would find out about it and get back with me.

I sent her the entire e-mails and photos. She said, it takes some time to look at the history.

By Sept. 23rd.

She didn't get back to me so I had to call her back and she got mad and I got mad and she hung up on me.

Sept. 23

I called the CEO [redacted] Shoen cell ###-###-#### and sent him all the E-mails. He was to get back with me.

Again Aug 2nd.

He ask about the sticker on the tire? You write about a "sticker" that tagged the tire. Can you tell me more specifically what this was? I am not understanding what you are referencing. One of the parties has been on vacation and is expected back tomorrow (Friday). [redacted]

I said, just what [redacted] told me. I said: On the side of the truck where scratches and dings, they said they used little round stickers, is all I know. You can see the sticker in the picture on the tire? Its right on the piece that is hanging loose.

I certainly didn't put it there and after over 1000 miles it looks like it is starting to peal off.

Oct 9th. requested to here from him.

Now its Oct. 15th.

Enough is enough. Aug.29th. to Oct. 9th.

Please do remember if they let this outlet get away with this that means all of them coast to coast probably get away with maybe worse, when you see a U-Haul in a bad accident or any accident could it be because of negligence?Desired Settlement: Mainly to see no one else gets put in a serious situation. They may not be so lucky

Maybe they should pull the distribution point from the [redacted] Fl. outlet.

Business

Response:

October 17, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our North Orlando Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] and they were able to reach an amicable agreement. Mr. [redacted] also provided his call back number in case Mr. [redacted] had any further 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: WARNING: UHAUL WARNING. Do Not Waste Your Money,Time and Energy!I tried to be a customer,I quoted online and was told exactly What I wanted was available in my city, so then I arranged a truck To be able to use the trailer I needed to rent,which wasn't cheapIn any way to accomplish.Then I called one of the two uhaul's in town And was told there were no tow trailers,so I naturally assumed theOther must have one and went there all gassed up n ready to go exceptWhen we came in and asked she told us no and she looked up the closest One that was over an hour and 1/2 away but the car 4 wheel trailer wasAvailable only 20 minutes away,so I'll make due with that mistake and Drive further after going thru all the hoops and license numbers andthe whole shibang. Now finally we got to the other city's uhaul and Have to go through it all again,took credit info n all and then said That the hummer h3 isn't capable of having the uhaul trailer on it.Which is ridiculous. So I call to find out what's going on and IAsked why I don't have trailer and I verified online when in realitythere was no trailer turntable by the vehicle that was verified onlineAnd then at the office then denied,having all car info in their system.Anyway the end result was them saying I could drive another 2hr away toPick it up. I had too much faith in uhaul and it ended up taking all morningJust to be get nothing done. UHAUL WILL LIE TO YOU AND PRETEND THEY HAVE WHAT YOU WANT SO YOU HAVE TO GO WHERE EVER WHEN YOU ALREADY ARRANGED TO DO EXACTLY THAT,movingA car in my case, uhaul sucks big ones and I'll never go to them ever again in my LIFE.Desired Settlement: I FEEL A FREE USE OF ITEM I INTENDED TO RENT,to compensate for all the time,energy and especially money that was wasted because of Uhauls unreliability to me and the customerIt is fraudulent to say you can do rent an item online then switch location when the customer arrives because you never actually had ITEM that was advertised online. This is FRAUDULENT!!!Disgusting business practices!

Business

Response:

December 9, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Inland Northwest Regional Office located in Spokane, followed up on the information Dr. [redacted] provided. She informed our office they spoke to Dr. [redacted] the day of his rental. He was advised that the wrong hitch weight was input into the system at the time of his reservation, therefore, consequently the vehicle did not pass the pre-tow inspection. His vehicle could only tow our Tow-Dolly and not our Auto-Transport. A refund for the $50 Reservation Guarantee Fee was issued back to Dr. [redacted]’s [redacted] account. 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:

[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: Basically, was quoted in-town rate despite making it clear that we were making a one-way move. Came prepared with money for quoted rate, and could not afford the new rate quote. After going through customer service explaining the problem, U-Haul was unable to offer any assistance or consolation. One of the questions we asked was "Is your 20 foot truck available for one-way to Ft. Collins?" And he checked before quoting us that it indeed w as. [redacted], at ###-###-#### Was witness to both the lower quote AND requesting a one-way delivery.Desired Settlement: I just am extremely frustrated with how they conducted responding to my complaint. I had made it extremely clear what I wanted and their idea of customer service was to explain that there was nothing they could do and question whether we had been clear about our intent for a one-way move.

Business

Response:

January 13, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted], whose name is on the actual U-Haul document.

[redacted], our President for our New Mexico Regional Office, followed up on the information Mr. [redacted] provided. He informed our office an explanation was offered regarding the rate structure between our in-town and one-way rates as a matter of resolving their 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I made it perfectly clear that I requested a one way rate. U Haul quoted me in town. Had I been CORRECTLY informed of the rate I would not have chosen U Haul for this move. The difference in rates cost me time, gas, and money. I am not an it. I am aware that the rate structures are different. But don't quote me for in town when I say "Is the 20 foot truck available for a one way move?" Those were my words. If your company continues to insult me by making it clear that they had no interest in accepting responsibility for their mistake, this will only escalated.

Regards,

Business

Response:

January 20, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our New Mexico Regional Office, reviewed Mr. [redacted]’s recent comments to your office. He asked that we relay his apology for any misunderstanding that may have taken place. As we value Mr. [redacted] and Mr. [redacted] as customers, Mr. Neill’s office sent them a $200 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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 recently moved out of my apartment into my new home. I decided to give uhaul truck rental a try. Upon my arrival at the uhaul company, seeing how things were operating, I immediately knew I should have went with another moving company. I had placed the order for the truck one hour before I arrived. I was completely ignored for the first 30 min I was there. Finally after making my presence known ,a extremely rude employee grudgingly rang me up and I was on my way. By the time we finished moving it was dark outside and the lights on the inside truck were out. Well we accidently left two of my bed rails for my new bed in the truck when we returned it. I realized a few days later that we didn't have them. I started calling the company to make sure they would hold them for me until I could get back there to pick them up. I left 6 messages and couldn't get anyone to return my call. So a few days later when I had time, I went to the uhaul to see what was going on. The same unpleasant rude young man that waited on me, told me that he threw my stuff away the next day after the truck was returned. He said as a matter of fact they have been out in the dumpster the past few days and they just picked up the dumpster 30min ago. He said it mocking me. He then proceeded to tell me that I'm lucky I didn't leave my TV in the truck because that would have went into the dumpster to. I asked why don't they call the customer to let them know when they leave something in the truck and he said its not there problem. After that I called customer service and they said that it is the policy to throw away anything left in the trucks and not call the customer. He then hung up on me. Some customer service. A simple sorry would have made me feel much better about the situation, but I couldn't get one. Anyway absolutely the worst company I've ever done business with and that says a lot.

Product_Or_Service: Uhaul Moving Truck

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

It would be great if they will replace the rails. But more importantly talk to their employees about their customer service. And implement new policy to return the items that were accidently left behind in the trucks and call people back after they have repeatedly left messages.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Mr. [redacted], our GM for our U-Haul at [redacted] in [redacted], followed up on the information Mr. [redacted] provided. He informed our office the bed rails sat at his store for approximately two weeks after Mr. [redacted] said he would return to retrieve them. Mr. [redacted] attempted to speak to Mr. [redacted] today but received no answer. He sent him an email offering his apology that the bed rails were thrown away and advised him we would gladly reimburse him if he wanted to purchase more rails and provide a receipt. Mr. [redacted] requested a reply to his email and also included his telephone number for a call back.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

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,