J.R.J. Tara Corporation

Review: U haul had charged us wrongly and they have not done anything to correct this.They keep on saying that they made a mistake but they have not rectified the problem. They put our name through collection even though we do not owe them anything. They continue to be rude and hang up the phone on us without solving the issue. We are about to buy a house and they have affected our credit in a negative way. Please help us deal with this issueThank youDesired Settlement: Clear our name and they need to apologize and fix our credit report immediately

Business

Response:

September 14, 2012

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

Ms. [redacted], our Traffic Manager for the U-Haul Company of Northwest Chicago Suburbs, followed up on the information Ms. [redacted] provided. She informed our office they spoke to Ms. [redacted] and reimbursed her for the extra charges collected on February 1, 2012. However, the information was not passed on to our Collections Department who held the collection notice. When the information surfaced, our Collections Department canceled the billing account on August 23, 2012. It can take up to 90 days for the bill to drop off a credit report.

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 called Vieras Air Conditioning/ Uhaul on Mon 24th Sept. [redacted] answered and I asked for the 27ft truck for Sat Sept 29th. He said he had one, no problem, I could have it. Since he was busy he needed to call me back. [redacted], took my phone number and said would call back. He did not call back.I called again Tues,25th Sept and [redacted] answered. He said the business phone was being forwarded to his phone and [redacted] was around.Told me he would let [redacted] know.Wed 26th Sept, I stopped by the office to confirm. [redacted] was on the phone. He was on a long call. He told the caller to hold and blurted to me "Your bill is $205". I said "what?". He continued on the call. Finally he told the lady he would call back. He said "Oh I thought you were [redacted]. I explained who I was. [redacted] said oh yeah you called yesterday. I told [redacted] but he hasn't called? I said no. I told him [redacted] said there was a 27ft truck reserved for me. [redacted] made a reservation. I told him I need the truck 8am. Today I get a call confirmation from Uhaul. It was from a different location and the time was 4pm! I have all my help lined up for 8am and didn't expect to go miles away to a different Uhaul location.[redacted] and [redacted] mislead me and made my life difficult. They shouldn't have promised a truck when they didn't have it. The girl who called to confirm said she could only confirm a 17ft truck at the Old [redacted] Uhaul location. She was helpful but I needed the larger truck.Desired Settlement: DesiredSettlementID: Not applicable

There should be a financial penalty for lying to customers.

Business

Response:

October 22, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

President for the U-Haul Company of South Bay, followed up on the

information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Dear Mr. [redacted], I am writing to you in

response to the poor rental experience and the resulting RevDex.com complaint (#[redacted]) filed. As the manager who

oversees both the Vieras Air Conditioning / U-Haul dealer and the [redacted], I have taken your comments and taken steps to

ensure that our service is consistent at all U-Haul locations. As a

gesture of our apology, we have credited your Visa account (ending in

0836) for the full amount ($117.50) that was charged. Please accept

our apology for the failed service that you received. If your next

moving needs fit with our services offered, please do not hesitate to

contact me so that I can personally handle your request. Thank you.

[redacted], [redacted] Marketing Company President U-Haul of South Bay

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: I rented a truck from U-Haul on 7-6-2012 in [redacted], TN to be dropped off in [redacted], GA. After filling up the truck with gas and driving about an hour away, the truck's breaks and power steering went out. We pulled over off the road and waited 5 hours for the U-haul mechanic to arrive and assess the truck. The mechanic told us that the truck was unable to be fixed and will be towed that night, and that we could pick up another truck in the morning. He said that we would not need to wait for the tow truck and could go and spend the night in a hotel. I asked if he would need the key, and he told us no. We then drove 30 minutes back to stay in a hotel. Once arriving, I received a call from the tow truck driver saying he needed me to drive BACK to the truck and give him the key. I told him that I was 30 minutes away and to call the manager and ask if he would bring the key. The tow truck driver told me, "Ma'am, you have the key and he is too busy to bring me a key. I'm not even going to ask him to return the key. You need to drive it here." So, I then drove an hour round-trip to return the key at 10:00 at night. The next morning, we drove to the U-Haul store and were told that we had to stand next to the truck while they did the "cross transfer" of our belongings. They told us that we could not walk away, and if we needed to they would stop working. It was 105 degrees that day and took 4 hours to do the cross transfer. I spoke with the person working the desk and told her that I had just spent $84 on gas in the truck that broke down and asked if she would put that in the new truck since the gas station was across the street. She told me that they couldn't do this, and any gas put into the new truck would have to come out of pocket. I called U-Haul and asked to speak with a manager. The manager told me that we would be reimbursed for the hotel costs, gas costs to return the key, $84 gas costs lost in the broken truck, the hotel fee, and an entire refund of the truck rental.Desired Settlement: I spoke with [redacted] who referred me to another manager named [redacted] (cell [redacted] who agreed to refund the $597.53. [redacted] refunded $380 which included the truck rental and gas to return the key, however he did not refund the hotel and lost gas in the broken truck. He now refuses to answer or return my calls. I need to be reimbursed the remainder $217.53 as agreed for out-of-pocket expenses for the broken truck. I have sent my receipts to [redacted].

Business

Response:

October 25, 2012

Thank you for your

concern for our customer Ms. [redacted].

Mr. [redacted], our Field

Manager for the U-Haul Company of Nashville, followed up on the

information Ms. [redacted] provided. He informed our office he sent Ms.

[redacted] the following email:

Mrs. [redacted],

How are you? I tried to call you this morning. I am so sorry, I

honestly thought I had taken care of this completely, I am going to

credit the additional $217.00 to you immediately. I am not sure what

happened and do apologize for the delay. Hope you have gotten

settled, and everything is going well. If you need me in anyway

please feel free to call [redacted]. Sincerely, [redacted], U-Haul

Co. of Nashville

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: UHaul UBox advertising is EXTREMELY misleading. Almost everywhere on their site they list the dimensions of the box as being 8'X 5' X 7'6". If you Google UBox dimensions, the UHaul page that comes up lists those as the dimensions, the home page for UBox lists these as the dimensions...HOWEVER, these are the OUTSIDE dimensions and they fail to state that, knowing that someone using this product does not care what the outside dimensions are because they are only using it for its inside capacity. Unless you click 3+ times for information and find the little link that says "View complete dimensions" you would not know that the UBox is actually 6" smaller in every direction than the size that they state in all of their marketing. This to me is maliciously misleading to consumers. They should have to state EVERYWHERE those dimensions are listed that they are the OUTSIDE dimensions and should have to list the interior dimensions in a much more noticeable location.In addition to their poor marketing of this product, the product itself is horrible. UHaul has taken thin pieces of plywood and some 2X4s and created a little crate. They are completely unsafe when you move them to and from your home on a little trailer as they are held shut with a tiny little hinge pad lock that is lose and falling off and won't even seal tight. the top and bottom of the door is hardly closed and they are ready to pop open at any time or fall apart. Seems pretty scary that these are allowed on the roads and that they are allowed to market these to consumers with a pretty cover over them not showing how dangerous they truly are.Desired Settlement: I would like UHaul to change their marketing and to change the design of these boxes to be safe.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted], a

Senior Customer Service Agent, followed up on the information Ms.

[redacted] provided. Please be advised we are in the process of

redesigning all our specification sheets to make them more helpful

for both the use of our customers and U-Haul. Ms. [redacted]'s suggestions

for added inside and exterior dimensions in the same place have been

directed to the attention of our Director of our U-Box program. The

way we currently display external dimensions is an industry standard,

however, we are taking her suggestion under serious consideration.

As we value

Ms. [redacted] as a customer, Ms. [redacted] sent her a $25 VIP Certificate

that can be used toward a future purchase or rental on the many

products and services U-Haul has to offer.

In addition

to our basic truck and trailer rentals, we rent pick up trucks and

cargo vans. We rent storage units, garden equipment and steam

cleaners. We sell boxes, bubble pack, rope and tape. We also sell

permanent hitches, propane and locks.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Review: For the last three months or so, I have been aware that the air conditioning system has not been working. As a result of that, my personal belongs are starting to smell of mildew, due to the high heat and humidity. Yesterday I talked to the storage manager, and she confirmed that the air system has been broken for quite some time. She told me that when she gets in touch with the main office to complain about the problem, they keep telling her "maana," and the problem continues. The company never contacted me about the problem. However, I have been paying the full price for climate-controlled storage. I demand an adjustment in payment for the last three months, which I have already paid, and the month to come until the problem is solved.[redacted]. [redacted]Desired Settlement: Readjust the price of the rental service until the AC unit is fixed.

Business

Response:

October 29, 2012

Thank you for your

concern for our customer Ms. [redacted].

Ms. [redacted],

Senior Staff for the U-Haul Company of Houston, followed up on the

information Ms. [redacted] provided. She informed our office she left a

message for Ms. [redacted] requesting a return call. She issued a credit

for one month of rent back to Ms. [redacted]'s account and will discuss

her concerns further when she hears 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,

Executive

Assistant

U-Haul

International

Review: Here is a story for you.My Grandfather passed away, he was a tool and dye maker/ machinist in[redacted], California.I inherited all of his machines, and my mom and aunt inherited a bunchof custom furniture and art that he made over his lifetime.To give you an idea of what is in these containers, I've attached aphoto of a lamp he made. It has over 5,000 individual pieces, and tookhim months to make. He made it in the early 1970s.We contacted Uhaul, assuming that since they are a nationwide company,they are therefor reputable.They delivered the empty UBoxes to California. We ordered five boxesto fit everything into. The promise was that they would drop-off theempty boxes, we would fill them, and they would deliver them to thedrop-off at my dad's house in [redacted] Colorado.The workers showed up in California, picked up the filled boxes andwere off. There were no problems on the pick-up end.Now, we were promised the boxes would arrive at my dad's house aroundMonday, Nov. 12th.I have spent the entire week calling, re-calling, calling back, tryingto figure out what is happening on Uhaul's end.At first, the employees informed me "well the truck is listed as'LATE,' but that NEVER happens," and "let me write down yourinformation, and we'll call you back when we figure this out."I would like to note that today is Friday, November 16th at 3:46 p.m.,and as of now- no one from Uhaul has EVER called me back. It is alwaysME calling THEM.Yesterday, I was told that their one flatbed truck was broken and inthe shop, and that is the cause of the delay.Today, I called and talked to the morning General Manager. He saidthat the flatbed was indeed in the shop, and might be there for a fewweeks. They only have one flatbed. I respect that they are a business,and need to make money. They may even be a franchise.But our boxes are sitting in a warehouse in [redacted], Colorado, andUhaul has no means of delivering them to us at this time.When we scheduled through the California office, we were told "We'lldrop off the empty boxes, you load them, we'll pick them up, thenwe'll deliver them to the drop-off house, and you can unpack them, andcall us to pick up the empty boxes."Today, the morning General Manager took my information, like everyoneelse did, and said he would attempt to call the [redacted] Uhaul, andask if they could use their flatbed to bring us our boxes. He nevercalled back, as is the pattern.I called them this evening, and there was a DIFFERENT General Manager.I had to re-tell the entire story, and re-explain the situation. Iasked if they had a vehicle to deliver the boxes one-by-one ortwo-by-two. They said they could, but it would cost us five times asmuch because it would be five trips. He suggested we rent a truck fromthem, and drive the boxes one-by-one to the house. I asked if therewould be some fiscal compensation for our troubles, i.e.- a discountin price.He said no, he couldn't do that, and that it might cost us more to dothe work ourselves.The original promise was a door-to-door delivery.If they can't hold up their end, they need to rent a flatbed, orsomething. They have, so far, offered no suggestions or solutions.If the delay was on MY end, I'm sure they would charge me storagefees, and I would pay them.Alas, the delay is on THEIR end, and I am getting nowhere with them.The not calling me back has guaranteed that I get a new person everytime, have to re-explain the situation, and that employee can get asfar as the others have.We are really at wit's end.We just want our boxes- they contain furniture, art and tools that canNEVER be replaced because my Grandfather (who made them) has passed.Two of the top three most traumatic events in someone's life are"death" at number one, and "moving/ relocation" at number three.We are dealing with two of the top three, and Uhaul has made them MOREtraumatic. Please, please, PLEASE help! We don't know what else to do,or where else to turn!I've even emailed a complaint to Uhaul Corporate Headquarters,Desired Settlement: DesiredSettlementID: Other (requires explanation)

We just want our boxes delivered.

Business

Response:

November 28, 2012

Thank you for your

concern for our customer Mr. [redacted].

Ms. Sylvia Satchell, our

Executive Assistant for the U-Haul Company of East LA, followed up on

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

U-Boxes were delivered on November 17th.

Our

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

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

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

Sincerely,

Maria

Palmisano

Executive

Assistant

U-Haul

International

Review: I bought insurance covering up to 20,000 damage of my car while renting a truck and dolly to move from PA to NV. Since I do not have a CDL liscense, I hired a truck driver and the truck, dolly, and insurance went under his name ([redacted]). During transit, my car (which was freshly painted by West German BMW a week prior to transit) sustained paint damages. I filed a claim with Uhual. I was assigned to an adjuster named [redacted], who never answers the phone. It has been three months and nothing has been done about the car. Both [redacted] and I either call and leave a message or email everyday with no response. I have tried speaking to [redacted]'s supervisor and calling different number for Uhual. This is a legitimate claim and my car should have been fixed back in September.Desired Settlement: My car needs to be repaired, as I paid for the insurance. BMW estimated repairs around $1,000, which I sent to windy again with no response.

Business

Response:

November 28, 2012

Thank you for your

concern for our customers Ms. [redacted] and Mr. [redacted], whose name

actually appears on the rental agreement.

I was advised by [redacted]

Insurance Company that this is a loss involving damages to a vehicle

in tow. [redacted] Insurance Company has been handling this loss and

has been working with the renter of the U-Haul equipment, Mr. [redacted]

[redacted]. [redacted] has been requesting proof of ownership of the

vehicle to resolve the loss but they have yet to receive these

document. Once proper proof of ownership is received to show who

legally owns the vehicle, [redacted] will proceed with a 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.

Regards,

3 months after I filed the claim, Mr. [redacted] received an e-mail to send the title of my car. Neither of us have the title of the car, since I have a loan through a bank. I told them they could send the check directly to BMW to ensure the money is used for repair but I do not have access to my title. Still no response, now over 3 months later. The representative [redacted] Wynne refuses to pick up the phone or call back either of us.

Business

Response:

December 10, 2012

Thank you for your

continued concern for our customers Ms. [redacted] and Mr. [redacted].

Mr. [redacted], the

manager of [redacted] Insurance Company, reviewed the information Ms.

[redacted] provided. He asked that we relay to your office to have

Ms. [redacted] or Mr. [redacted] forward the registration for the

vehicle to their claims adjuster as proper proof of ownership.

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 rented a 14ft truck and a car hauler on the end of June for a military do it yourself move, picked up equipment with no problems and loaded my belongings within 2 days. On the beginning of the trip south of Springfield Illinois I encountered a blowout on one of my rear tires. I called for roadside assistance and the issue was fixed within 3 hours. Back on the road I stopped for gas and came to find out I couldn't pump gas due to a leak in the neck of the gas tank(all which I have video for). So now I have to trickle in my gas which takes 15 to 20 minutes at a half tank of gas. Then mother nature knocks on the door with a heavy storm and some how my windshield wipers are falling off the passenger side and the drivers side is not to far behind. Then I look back and I notice my lights are a little brighter then before so I pull over and find out when my headlights are on my break lights flicker and stay on. So two or three clear safety issues at hand, not to mention faulty wiring for the trailer since the drivers side break light on the trailer doesn't work. So after not being able to drive at night and the extra hotel stay I didn't need I get home late and turn the truck in the next day after unloading. I ended up getting my 15 dollars back for the windshield wipers but said I had to file a complaint with corporate. So I filed my complaint giving every detail and hoped for a solution to my problem asking for a small portion of the truck fee back for the problems and ended up getting comped the two days I was late because of truck issues, then reopened the case dissapointed with the comp I asked for half of the truck rental back plus hotel stay due to the fact no one will take responciblity for the truck not to mention the rented the wrong truck to me in the paperwork. So get a call from the place I rented from and he wants to comp the hotel and doesn't mention the other portion of the comp I asked for and keeps ignoring my questions about it,long story short I call back to corporate and nothingDesired Settlement: I would like a FULL refund due to Uhaul not being able to take responibility for their equipment or the safety of their product. I will not loose money I work hard for. Any military member or civilian also would assume that you can count on a company to stand behind their product. I have to why don't they?

Business

Response:

July 25, 2012

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of IL, followed up on the information Mr. [redacted] provided. She informed our office she left three separate messages requesting a call back from Mr. [redacted] in order to discuss his concerns and offer a resolution. 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.

at this time I do not believe that uhaul will come to terms regardless of what they will offer. they wait till actions are taken to the next level and I feel as if I talked to them I would again get the minimal effort from their customer service.

Regards,

Business

Response:

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

[redacted] the Area Field Manager for the Peoria, IL dealer left his cell number on a voice mail for Mr. [redacted] asking for a return call to discuss Mr. [redacted]'s concerns. A resolution cannot be determined until Mr. [redacted] contacts Mr. [redacted] at ###-###-####.

Thank you again for bringing this matter to our attention and allowing us to offer a response.

Sincerely,

Executive Assistant

U-haul International

Review: My name is [redacted]. I made a complaint last year in November with the same company. I would like to know, if your payment is due on the 1st of each month what is the grace period? I received an e-mail from U-Haul on January 4,2013 at 2:37 am. They harassing me again about my payment. My payment is due on January 1, 2013. On the e-mail it show my Rent Paid-Thru Date is 12/31/2012. My Payment Due Date is 1/1/2013. Tuesday was the 1st. I sent the money order on 1/2/2013 certified that they signed it stating that they received the money order. They didn't have a problem when I certified it last year December 2012. They received that money on the 4th. This is 1/4 and the day have not begun yet. In the e-mail they said: We have not received your monthly payment for storage room #307. The rent was due on 1/1/2013. A late fee of $15.00 has been charged to your account. An additional $15.00 will be charged if your rent becomes 14 day(s) late. I pay $140.95 every month for my storage. They want me to pay $155.95. I'm not paying no late fee. I tired of them harassing me. They call me on Wednesday 1/3/2013 at 10:13 am asking me bout the payment. I told the woman on the phone that payment was already sent that you have to signed it because it is certified. I live in New York but I know it takes 2 days depending how fast or slow the post office is. It is getting to the point that I will file a law suit against them for harassment if they continue harassing me. They did not say they were sorry about the mixed up that happen in November. I make my payments every month. I don't like the fact my things are there when I'm up here in New York. I'm trying to make arrangements for to come down there to get my things. I believe they are mad because I certified my payments now because I don't believe them. When I made my complaint about them last year in November, two days after Thanksgiving I got call saying that they received the money. Thank YouDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to stop harassing me. My money don't come until the 1st. I send it off the same day at the post office.

Business

Response:

January 8, 2013

Thank you for forwarding Ms. [redacted]’s recent letter to our office.

Mr. Stephen Ivey, our Field Manager for the U-Haul Company of Tidewater, followed up on the information Ms. [redacted] provided. He informed our office he sent Ms. [redacted] an email explaining that currently her payment is due on the 1st of the month and no late fees are assessed unless the payment is not received by close of business on the 3rd of the month. A late fee of $15 is applied on the morning of the 4th and an automated email is generated to remind our customer that payment has not been received. Mr. Ivey also explained that we currently offer several options to avoid late fees. 1) automatic payment plan- automatically deducts payment from your debit/ credit card or checking account on the day your rent becomes due. 2) internet payment. 3) pay by phone with debit or credit card. Mr. Ivey did mention that Ms. [redacted] has been mailing her check on or after the due date and it is received after late fees have been applied.

Thank you for your continued concern and allowing us to offer another response.

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Review: I ordered a truck and a storage space on the uhaul.com website. Wasted hours of my life trying to route and reroute my whole trip based on the storage space I have a reservation for that does not exist. I can provide attachments of the Reservation that includes the self-storage order. Found out that despite their website letting me make a reservation and sending me confirmed reservation information to email and updated reservation information online- the storage facility has NO SPACE AVAILABLE so how in the world did they reserve it for me AND charge me a 6.95 "order handling fee"

The self storage order was for a 10x20x9 outside drive up storage space in [redacted], NY. I changed my entire trip to be able to go to this storage facility that had the most space for the best price: $70/mo (according to my order #[redacted])

Found out from the guy at the place where I was to pick up the truck (which was also not very convenient but they did at least add miles to my trip for that) that he called the facility and they did not have any space available.

Entirely false advertising. I have an order confirmation for nothing. And nowhere on the confirmation does it say that you need to call to check if something will be available or that possibly you could show up with your order receipt in hand and be told "sorry, we don't have that spot for you that our website told you you had an order for and that you paid a 6.95 handling fee to make".

I am a retired service member and I have fibromyalgia and depression from chronic pain. Wasting these hours of my life and adding stress to an already stressful move makes me really not like your company. Our last move was pretty good with you guys, but next time I will stay away to avoid lies, stress and wasting of my time trying to handle something your company should be able to handle but apparently as I was told the only "supervisor who can do anything will not be in until tomorrow" TOMORROW, REALLY? REALLY BAD CUSTOMER SERVICE from both REGIONAL OFFICES and THE HEADQUARTERS. HOW CAN THERE BE ONLY ONE PERSON AT YOUR COMPANY WHO IS ABLE TO HELP ME GET A *REAL* STORAGE SPOT AND FIX YOUR WEBSITE? THE FIVE PEOPLE I SPOKE TO CANNOT DO ANYTHING TO RESOLVE THIS SITUATION?? AMAZINGDesired Settlement: I want the storage space that I reserved on your bad website. A storage space that size for that price that is Outside Drive Up. It can be in Rochester (which is where I live, nearby) or near that place ([redacted]). But I need it NOW, because my truck rental is for tomorrow and I have tenants moving into the place I am clearing out Sunday.

Business

Response:

January 21, 2013

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

Ms. [redacted], our Executive Assistant for the U-Haul Company of Western NY, followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] stated she had already stored her belongings at another storage location but did accept a $50 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer.

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 allow us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I was recommended by u haul to purchase a cargo trailer carrier to haul two propane tanks that weigh 400 lbs. the capacity weight of the cargo carrier is 500 lbs due to safety procedures which I complied. For a year since I purchased the carrier and hauling my propane tanks from this location I never had an issue until June 29, 2012 when manager [redacted] stated I could not haul the propane tanks on the carrier because the weight of the tanks far exceeds the capacity of what carrier can handle. Mine you this location recommended me to purchase this carrier at their location to haul the two tanks. My carrier has no defects and structurally sound and never used the carrier to haul anything but the two tanks. I am in a predicament situation because I can't haul my tanks with the carrier and because u haul does not allow Ford Explorer vehicles to rent trails from them. Spoke to a regional manager [redacted]???? and stated the only way to remedy the situation is to purchase back the carrier, but that does not solve anything because how am I going to haul the tanks in the future. [redacted] and [redacted] were very rude and [redacted] hang the phone before I can schedule an appointment so she can take a look at the carrier in which she recommended. [redacted] never returned my messages. Plus this location is so unprofessional because after I said I was not having a good day she blamed it had a check that would not process. I had to get someone else to come back with a trailer to haul the tanks and spent money to get transported and gas to go back and forth. When I received my purchase invoice, in the bottom of the invoice it stated in typed print "angry man" where my name should have appeared. They knew my name because of the check and credit cards I presented to them with my name on them. This is not a way for a "supposedly professional company" to treat consumers.Desired Settlement: I need u haul to remedy the problem so I can continue to haul my tanks on my not defectiveness carrier or purchase my carrier back. This situation deserves an apology because they are the ones who recommended I purchase the carrier from them and now I can't use the carrier because the manager feels the carrier can't carry the load.

Business

Response:

July 9, 2012

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

Ms. [redacted], our President for the U-Haul Company of Lower Hudson Valley located in Newburgh, followed up on the information Mr. [redacted] provided. She informed our office she spoke to Mr. [redacted] at length and explained our GM had his safety in mind when she advised him the cargo carrier he planned to transport two 100 pound propane tanks on was faulty. Our GM noticed the cargo carrier sat at an angel and bowed. Ms. [redacted] relayed that her decision in the matter remains the same. After a lengthy conversation with Mr. [redacted], Ms. [redacted] ended the call..

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

The cargo carrier I have purchased, recommend, and suggested by U HAUL about a year ago to carry the two tanks is not defective. I actually took the carrier to Congelosi Trailers located at [redacted] to have it inspected and the mechanic stated the cargo carrier is not defective and that the carrier has the capacity to carry load of 500 lbs. Also, any trailer or cargo carrier when carry a load will show some very small bend because the main support bar is mainly in the middle and is normal for it to flex on the right/left sides.The initial complaint by the GM was not that it was bowed it was because of weight in question. The GM is not very knowledgeable with trailers and carriers on how the equipment functions and the physical state of a non defective equipment. I feel I spent my money, time, aggravation towards an issue that was not my fault and of a GM which is not knowledgeable of her business. I have been a loyal consumer for years at U HAUL at this location and feel my intelligence has been assaulted. The GM and President were very rude for ending a call before I can set an appointment to have the President inspect the carrier and see for herself. GM actually arguing with me at the office with other customers standing by and very unprofessional for putting angry man at the bottom of the invoice. Thank you Revdex.com for reviewing this case.

Business

Response:

August 22, 2012

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

Ms. [redacted], our President for the U-Haul Company of Lower Hudson Valley, reviewed the recent information Mr. [redacted] provided. She informed our office she stands by our original decision not to fill the 100 pound tanks because we felt that the set up was unsafe to tow the propane tanks. Our Center staff felt the tanks were not going to be secured correctly and acted on their feeling that it was not a good idea to have this done. Safety for our customers is our main concern and if we feel there is a safety issue, we will take action to prevent an unfortunate situation.

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.

Regards,

I have purchased a non-defective cargo carrier from U Haul and was recommended by an employee, [redacted], to get the carrier to carry and transport the propane tanks in a safe matter. I believe if the cargo carrier was not safe to transport the tanks Mr. [redacted] would have not recommended their U Haul product. I only did was best for me and satisfactory for U Haul to carrier and transport the tanks in a safe matter. My time and money was wasted due to one employee saying it is safe and another employee at a different date that it was not safe. The lack of communication and the consistency of U Haul policies continues at this U Haul location.

Review: I got accused of stealing an auto transport that was in my contract. My five year old and myself got stranded for over a week with a uhaul truck because I was told I could make it to my destination based on uhaul representatives information and we were rented faulty running equipment.Desired Settlement: We are requesting a refund an apology and our belongings shipped to us at no cost

Business

Response:

January 29, 2013

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

Mr. [redacted], our President for the U-Haul Company of Coastal SC, followed up on the information Ms. [redacted] provided. He informed our office that when we retrieved the truck we found no mechanical problems. Ms. [redacted]’s items were put into storage and the truck was returned to our fleet and has been rented over 1200 miles without incident. The truck in question was also taken to a shop and we found no major repairs needed. Mr. [redacted] relayed that he does not see where a refund is due back to Ms. [redacted]. She will need to make arrangements to pick up her goods. If left in storage and not claimed, they will be scheduled for auction. Mr. [redacted] can be reached at his office toll free at ###-###-#### or direct at ###-###-####.

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

Sincerely,

Executive Assistant

U-Haul International

Review: This company installed a trailer hitch on my vehicle when the components that the hitch was attached to were rusted and weakened. It wasn't until I reached New Braunfels, Texas and saw that the rear bumper of my vehicle was sitting approximately 4" lower.I have since had my vehicle's hitch inspected by 3 different U-HAUL INSTALLATION FACILITIES. All 3 installers & managers stated to me that THEY would have refused to install the hitch FOR MY SAFETY. At each inspection, I was shown the damaged frame rails.If I had this information at the time of the installation, I could have chosen another solution to my moving agenda.Desired Settlement: I have an estimate for repair of my vehicle from a Dealer where my SUV's are sold.I want reimbursed for my time off work and fuel. I have submitted invoice's for payment to me.

Business

Response:

April 18, 2013

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

Mr. [redacted], a Claims Adjuster for [redacted]y, followed up on the information Mr. [redacted] provided. He informed out office the matter has been resolved with a signed release from Mr. [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 was charged extra on my bill for a service I told the person at uhaul I did not want, at the time of purchase I did not receive a bill or ticket for the sale so I had no way of checking to see exactly what I was being charged for. After I returned the trailer I find out that this charge was on my bill and that it could only be removed 30 mins after the intial rental was placed needless to say this is the second time uhaul has over charged me for no reason but they don't seem to care as long as they get there money.Desired Settlement: I would like the amount that was over charged credited back and honestly I would love a full refund of the full rental charge for this being the second screwup

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Executive Assistant for the U-Haul Company of East Houston, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and agreed to issue him a full refund for the rental in the amount of $35.05.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had reserved a truck through the online booking process at a location that was nearest to me. I received an email confirmation that my reservation went through. However, when I went back and looked my pickup location had been moved to a different location then I specified, a significant distance from my location. As I do not have a vehicle and must rely on public transportation, this is a large inconvenience.

I called customer service a couple of times to remedy the situation, but each person I spoke to gave me a different answer. Finally I spoke with someone in the regional office, [redacted], and she told me that my selection was a "Preferred" location, and they used that to find the nearest site and that they were going to inform me of the change the day prior to my reservation date. I believe this is a highly deceptive business practice, designed to mislead consumers up until they have no option but to accept the "Bait and switch" actions that UHaul has implemented.Desired Settlement: I would like UHaul to update their site to be more forthcoming, so that other consumers do not fall into this same trap. If UHaul cannot meet the specific needs of a consumer, the consumer should have the right to choose another service provider, not be trapped.

I would also like a partial refund to offset the extra distance that I will need to travel in order to complete my move.

Business

Response:

May 29, 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 [redacted] followed up on the information Mr. [redacted] provided. She advised our office she sent him the following email:

Dear Mr. [redacted] In the past 66 years, U-Haul has helped millions of families move themselves to a better life. Our customers expect and deserve the best products and services at a price that they can afford. Unfortunately, we occasionally fall short of our goal to provide the quality of service our customers deserve, as was the case in your most recent experience. Thank you for bringing the difficulty that you encountered at our U-Haul location to our attention, and for giving us the opportunity to resolve the situation. To accommodate you, we provided you with 30 extra miles to pick up at the nearest location the equipment was available. As you were explained, one-way moves can not be confirmed until the day before because they are based on expected in equipment dropped off at our locations. Picking a preferred pick up location and time helps us determine what would be the most convenient location with the equipment available for you. Since the equipment at your preferred pick up location was not available, you were routed to the next convenient location with the equipment needed available. In an attempt to compensate you for the difficulties that you encountered at U-Haul, attached is a $20 U-Haul gift certificate which is valid for two years at any U-Haul location. These coupons may be used towards a future rental, to purchase moving supplies or to be put towards rent at most of our self-storage facilities. Please accept our sincere apologies, and thank you for your patience in this matter.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had rented a 5x8 trailer on 5/2/13. I traveled from ** to ** and I get to my destination and the trailer leaked. All I got was a run around from this location in ** that had rented me the tralior. I call the [redacted] number and still get now where. This was on the 4th I try to contact people and get answers. I then wait to call the manager of the store in [redacted] on Monday the 6th and I get I'll send him a text he will call back. Well surprise he never called back and waited until the 7th late afternoon and called explained everything about no phone call back. I get the same thing he will call you back I'll put a message in to him. I spoke with people on the customer service and they said they esclated it to the Solution or Complaint resolve department.(think the 9th) Well today is the 18th and no phone call from this manager In ** or anyone from customer service. I would not recommend using this location or uhaul take your business else where they are a rip off and unprofessional.Desired Settlement: I would like a refund for the trailer of some kind.

Business

Response:

This will service to acknowledge receipt of the above captioned complaint dated May 29, 2013. Repwest handles the claims on behalf of U-Haul. We received notice of said claim on May 4, 2013. We began our investigation by contacting the customer who advised that they have damaged cargo due to driving thru a rainstorm while on their way to Florida. We advised the customer to submit photos of damaged items along with completion of contents claim form. We have yet to receive those documents and await receipt of them so that we may proceed with completion of our investigation of the loss.Should you have any further questions regarding this claim, please contact me at ([redacted])-[redacted], extension [redacted].Sincerely, [redacted]Regional Manager

Review: I reserved a Uhaul storage box online for my move from [redacted] to [redacted]. Box was delivered and shipped as planned. Upon arrival of the box, I received an email stating the box had arrived in [redacted] on June 6, 2013 and I would receive a phone call from that location to schedule delivery of the box to my new home. I did not receive a call and so called the location. Since no one there answered, I was routed to the general Uhaul center and was told my only option was to leave a message and contact number with the operator and expect a call back from that Uhaul location. I did not receive a call within the next over 48 hours despite my many calls. I called the Uhaul customer service line and was finally transferred to an employee of the [redacted] location named [redacted]. She apologized for not calling and said they were very busy and the delivery truck "was booked." She said we could discuss other options for getting my box to my home but since she was not the person able to schedule, I would need to wait for a call back from that person. She assured me someone would call me back that day. I never received a call. I again called the customer service number. The operator stated that the message taking from my conversation with [redacted] was that she told me the delivery truck was not working, and I would need to wait or find another method to obtain my box. This was not what she told me. This operator called the manager of that location ([redacted]) and was assured I would receive a call this morning (6/12/13) and my box would be delivered. He did call 6/12/13 at 1100am and assures me the box will be delivered today. I have now waited in an empty apartment with all of my belongings in a Uhaul box from 6/6/13 to the present (6/12/13) without means of contacting an employee directly at that Uhaul location. This is not what I anticipated when I scheduled help with my move.Desired Settlement: I would like a refund.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office Ms. [redacted] originally wanted her U-Box delivered on June 11th, however, we were not able to schedule the delivery until June 12th. The delivery fee was waived due to the inconvenience Ms. [redacted] experienced.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 turned my truck rental in on June 2nd and in June 16 I was charged an additional 345. when I called U haul to address the issue they assured me they were issuing a refund. I have been asked to wait 3-5 business days for my credit to be on my account by a district mamanger who I found out only noted that they were making a refund and hasn't actually filed for it to be processed.Desired Settlement: I am asking at this point I be issued a cash refund since my debit card still has not been credited. I have been very paitient with U haul regarding this dispute and I feel that they are taking advantage of customers. Not only was I charged for something I should not have been charged for. But they have not refunded me. I have a family and bills to pay. I am asking for cash or a credit refund ASAP.

Business

Response:

July 3, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate a credit for $345.28 was issued back to Ms. [redacted] account ending in [redacted] on June 27th. 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,

Executive Assistant

U-Haul International

Review: We reserved a truck on Thursday June 13th in [redacted] at the [redacted]y Branch via credit card specifically at that location and they told us they had a truck and we could pick up at that site. Later that evening we received a call confirming a reservation in [redacted] instead of the downtown [redacted] branch. We accepted the reservation, but advised a preference for the downtown branch and asked why the manger of that branch stated he had a truck when he did not have a truck. On June 14th when we were preparing the move we called the p[redacted] store they told us they did not have a reservation after we had already given our credit card information. We were already alarmed that we gave our card information to the East [redacted] downtown [redacted] store and it ended up at the [redacted] store and now we did not have a truck. So we called corporate and for more inconvenience we were told the nearest truck to [redacted] was in [redacted] and had to drive 30 miles the opposite direction to pick it up. We asked if they could bring it to the downtown store and they refused. She state she would add 30 extra miles to the drive. Fortunately we did not exceed the milage allowed, but we were in a predicament were we did not get the service we reserved for and we were moving 180 miles a way and had to drive and extra 60 miles due to lack of integrity in service. We are very upset with the service we received and we fill that Uhaul should not give away reservations that are being held with credit cards. We would like for Uhaul to revisit their process as it was very disturbing to have to leacve a major city to be accomodated by them in order to relocate.Desired Settlement: I feel that we were majorly inconvenienced due to poor service and we should not have to pay for it. I also feel that they should changed their customer service process and make sure their reservation are for the location they are made to.

Business

Response:

July 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted] our Executive Assistant for the U-Haul Company o[redacted], followed up on the information Mrs. [redacted] provided. She informed our office she spoke to Mrs. [redacted] and discussed her concerns. She advised her of a refund for $75.00 as an adjustment on their 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,

Executive Assistant

U-Haul International

Review: Our company called U-Box to order some onsite storage units (U-Boxes) to be placed and a job site. The job site was a residence that had been damaged by Hurricane Sandy and the resident was an elderly female customer. We ordered the U-Boxes on March 18th, 2013 and they were to be delivered on March 19th, 2013, and this happened. The boxes were needed so our company could make repairs to the customer's home from storm damage. Once our work was done, and our final day of moving the customers belongings back came about on May 29th - we now contacted U-Box and explained we were ready to have the boxes picked up and removed from the customers home. This did not happen. Our customer called us in June and explained the boxes were still in her driveway. This was now June 25th, 2013. Below is a log of all of my calls to U-Box in order to get the issue resolved with them. We feel as though because the location had some internal employee issues the account was not handled properly. Because of this our account was overcharged for a period of time that we did not need or expect to pay. The customer service each and every time we called (getting forwarded to different people and even having a rude employee hang up on us), was completely unsatisfactory. This was by far the worst customer service we have ever encountered, and hope not to ever again. We've had to deal with rude employee's, unsatisfactory customer service in the handling of our account, being over billed, time spent trying to resolve the issue over multiple days and calls, an extremely upset customer whose driveway was occupied by these storage boxes because the location had no one that could pick them up.

5/29/2013 2:10 PM - Called U-Box to have the boxes picked up from the customer's house.

6/25/2013 3:04 PM – Called and spoke to [redacted] and says that the order is still active and we were charged again for the boxes – he sent an email – to request that we get confirmation email that this order is now canceled and requested for us to get a credit for the extra billed month - [redacted] explained that U-Haul Moving and storage of [redacted] – [redacted] ###-###-#### was the location handling this account, but he would get the order closed and have them send me confirmation.

7/8/2013 2:36:42 PM – Called and spoke to [redacted] said we need to get to U-Box – [redacted] gave me the u-box Reservation Manager [redacted] ###-###-#### [redacted] and GM Naviem

7/9/2013 11:16:29 AM – Rec’d call from [redacted] finally and she apologized for our bad experience and stated that she had a bad employee that made a mess of everything over at the [redacted] location and left all kinds of problems for them. [redacted] assured me that the situation was going to be resolved and but showed there still was nothing in her system to show we tried to close the account after making several attempts to do so. [redacted] stated she was in the area of the customer and would go to get the boxes and close out our account with them and also provide us the credit we deserved as of May 29th when we originally called to have the boxes picked up.

7/10/2013 11:19:32 AM – As of today showed that we rec’d a credit of $159.90 towards our account and our records showed we should have rec’d a credit of $287.10 which means we still have a credit owed of $128.00. Called u-haul and was jumped all around from different employees in attempts to get back to [redacted] to resolve our issue (Marcia first answered the phone – I asked to speak to [redacted] – I was forwarded and [redacted] picked up. I explained my situation to [redacted] and asked to speak with [redacted] – because she was handling my situation from yesterday. [redacted] asked what she could do for me, and I explained that I needed to speak with [redacted] as she was already handling my situation. [redacted] then insisted rudely that I re-explain my whole situation to her for HER to better assist me. I explained to [redacted] that I was already dealing with [redacted] and [redacted] was the one that needed to handle my situation from the previous day and again asked to be forwarded to [redacted]. [redacted] AGAIN stated I needed to explain my situation to her so she could help me first, and I asked to just speak to [redacted] and at this time [redacted] disconnected my call. I called back an spoke with [redacted] now – who stated to me that [redacted] was sitting right next to her and she would get her for me right away. Now [redacted] from the call center answered and not [redacted] from the [redacted] location. I explained to [redacted] in detail what was going on and about our poor experience with U-Haul for the U-boxes we rented and she stated she was in different call center, and would send a message to the [redacted] location for them to have [redacted] call me back as soon as possible. [redacted] then stated that she would give me the customer service number of ###-###-#### to file a formal complaint about our experience with U-Haul in order to get the situation resolved.Desired Settlement: Our desired outcome would be for the U-Haul/U-Box facility of [redacted] to make proper refund of the overcharged amount to our credit card for the time dating back to the 29th of May 2013 because that was when we originally requested to have these boxes picked up. We were charged for the entire time of the boxes remaining onsite up until 7/9/13. Plus time and labor in which we have had to call them in order to try to get this issue resolved which has gone on far too long.

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 [redacted], followed up on the information Mr. [redacted]provided. She informed our office she spoke to Mr. [redacted]and offered her apology for the inconvenience he experienced. She assured him we are working to improve our services and offered to refund him $200 as an adjustment.

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