J.R.J. Tara Corporation

Review: I ordered 3 Ubox units and was told to call once my move was approaching. I called on June 21st and was told I would receive a call back from the truck driver...no call. I called again on June 22nd and was told the same thing...no call. I spoke to the branch Ubox manager on June 24th, [redacted] and he told me I would receive a call the following day to tell me what time they would be coming by to deliver the box. June 25th came and went and NO phone call. On June 25th I called the corporate phone number to speak to a supervisor, when I explained the situation they said it would be escalated and I would receive an update...NO one called me back! The following day, June 26th I called the corporate number again and spoke to a man would was the first person I spoke to who had concern and care for our situation, he assured me that he would escalate the issue and SOMEONE would call me back...no one called me. June 27th, the day of my closing I received a call from the branch manager, [redacted] looking to schedule the delivery that day. He told me the truck had broken and had NO empathy or was not apologetic at all about the situation. I refuse to believe that a company of this magnitude would allow something like this to happen and not care at all. If anyone actually cares about this company and its reputation, please call me at ###-###-#### . During this process I also emailed and a representative tried to respond but claimed she couldn't pull up my order so she offered no assistance at all.

My family and I had to push out our closing due to the company's inability to communicate during this process. There were so many people involved in this closing of our home and since I was never able to get anyone to respond about our shipment, it caused extreme complications and stress.Desired Settlement: I want some refund in this transaction due to the absolute unprofessionalism, lack of concern and lack of communication during this awful experience.

Business

Response:

July 11, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted]k, our GM of our U-Haul Moving and Storage at [redacted], followed up on the information Ms. [redacted]provided. He informed our office he spoke to Ms. [redacted]and discussed her concerns. They were able to agree on a refund to Ms. [redacted]for $300.

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 1.5 months in advance and made a reservation for a 2-day 10 ft. truck rental for July 31st-Aug 1. I was quoted $20/day + 79 cents/mile. When I called today to confirm my reservation I was told that it would be $137 + mileage. That is over three times what I was originally quoted. I asked to talk to a supervisor and was told that the cost cannot be adjusted. I believe this is unacceptable and they should honor what they originally quoted me or at least come to a compromise about it. I was told no.

Order #[redacted]Desired Settlement: They should honor their original quote or meet me halfway.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Ms. [redacted], our Executive Assistant for the U-Haul Company o[redacted], followed up on the information Ms. [redacted]provided. She corresponded with Ms. [redacted]by email and offer another option, however, Ms. [redacted]decided to stay with her original reservation and price quote.

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 BROUGHT A TRAILER HITCH FOR MY 1977 CHEVY IMPALA ON 07/30/2013 FRO YOUR [redacted] LOCATION FROM THE MGR MS. [redacted] SHE TOLD ME IT WOULD BE AVAILABLE ON 08/10/2013, IT NEVER CAME IN AND I HAVE BEEN CALLING UHAUL EVER SINCE. TO NO AVAIL I HAVE CALL AND LETF MESSAGES AND NO ONE HAS RETURNED MY CALLS. I SPOKE WITH THE MGR MS. [redacted] ONLY ONCE SINCE I BROUGHT THE TRAILER HITCH AND SHE SAID IT WAS STILL NOT IN SHE WOULD CALL ME BACK WHEN IT COMES IN. THAT WAS EARLYER THIS MONTH. I WAS REFERED TO UHAULS OBJECTION DEPT TO FILE A COMPLAINT. NO ONE HAS CONTACTED ME YET, IT'S ALMOST TWO. THIS IS NO WAY TO DO BUSINESS. I NEEDED THIS TRAILER HITCH TO DO MY BUSINESS, I HAVE LOST INCOME BECAUSE OF UHAULS NEGLIGENCE.Desired Settlement: I FEEL UHAUL SHOULD GIVE ME ALL OF MY MONEY BACK AND GIVE THE HITCH COMPLIMENTS OF UHAUL, BECAUSE OF MY LOSES.

Business

Response:

September 29, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant of our [redacted] regional office, followed up on the information Mr. [redacted]rovided. She informed our office that our GM and Mr. [redacted] were able to reach an amicable resolution. We will not charge for hitch and wiring labor, which totals $112.50.

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: UBox was delivered 2 hours late. Was picked up 27hours late. Was told it could be delivered to specific location. Ended up delivered 1 hour away.

Called the 800 UHaul# to reserve a box for Nov. 2. [redacted] called to set up a delivery time. The date was wrong, she had Nov.1. My phone number was wrong. Box was to be delivered at 9 am , Nov. 2 and picked up at 11 am the same day. Box arrived at 10:40 am and sat in the drive way all night. Repeated calls were not answered. Reached [redacted] in [redacted] and he tried to call and did not get an answer. He sent them a message to call me and told me to call him back if they did not. He was amazing. [redacted] called me back and said she would pick the box up at 12 noon on Nov. 3. I left for the airport at 3pm and the box had not been picked up.

When I reserved the box I told them which UHaul storage facility I wanted it delivered to. Was told no problem and it was included in the cost. When [redacted] called me to set up a delivery time she said it would be delivered to [redacted]. Over an hour away from [redacted] Self Storage,[redacted] phone ###-###-####. We now have to rent a truck, drive an hour to [redacted] unload the box into the truck and drive back to [redacted]. I cannot afford this and did not anticipate all these charges and problems. I am a wreck trying to find out how to move my things and how to pay for all these extra expenses. [redacted] moved my belongings from [redacted] for $850. Door to door and twice the distance. I thought the Uhaul box would be less expensive looking at their web site but ended up paying an additional $250 to have it delivered, $64 for the rental of the box (for less than a week) $650 for the transportation and now money to move my belongings to where I thought they were going in the first place. Add to that the stress of straightening out the delivery date, not having it show up on time after we had all gotten up early to load the box and calling all Sat. night and not having my calls answered. Finally calling and being put through to the corporate customer service. I was a mess by the time I had to leave for the airport, and I had to leave my box in the driveway hoping it would be picked up.Desired Settlement: I want UHaul to transport my U-Box from [redacted] to [redacted] Self Storage at no charge. It would be nice if they would do it this Sat. as my belongings are sitting at a facility in a less than desirable area, causing me more stress.

I would like half of the U-Box charges refunded, if not all. This has been a horrible, stressful experience. I have a limited income and the financial stain alone is stressful. To say nothing of the fact that I am in the middle of a divorce after 37

Business

Response:

November 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] our U-Box Customer Care representative at our U-Haul Moving and Storage of [redacted] followed up on the information Ms. [redacted] provided. She was unable to reach her by phone but did send her an email advising her of a refund for $120 as an adjustment on her U-Box transaction.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I'm writing for a few reasons. I reserved a 10' UHAUL for Monday, November 25th, 2013 between 9 and 10 am. When I got there at 9 am, the truck wasn't in. So I went to another UHAUL in the area and cancelled my previous reservation. There was only a 14' truck there which was slightly higher price, but I had to take it. After I signed and got outside I noticed the salesman had included [redacted] insurance without mentioning anything about it. When I reserved the first 10' UHAUL truck online I intentionally left off the [redacted]. On their website it states if I arrive there and the truck I reserved isn't there I get $50. When I wrote in Uhaul they said because I cancelled the reservation I couldn't get the $50, which is ridiculous because I had already scheduled to move and I couldn't wait around to see if another truck showed up. Besides, the website clearly stated I would get the $50. Copy of email sent to me;[redacted]1:50 PM to me Thank you for letting us know, unfortunately we cannot reimburse you for the [redacted] at this time, and as for the guarantee due to the fact that you cancelled the rental and went to another location and received a truck it voids out the guarantee. I apologize for this

Product_Or_Service: Uhaul rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

$50 for the money Uhaul said I would get if I arrived and the truck I reserved wasn't there, $35 for the [redacted] option added to my bill without my approval, the difference in $20 of the 10' and 14' truck, and $1,000 in damages for trying to cheat me first by slipping in the [redacted] bill and then by telling me I couldn't get the refund they promised on their webpage.

Business

Response:

December 5, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Traffic Manager for our Northwest California regional office, followed up on the information Mr. [redacted] provided. She informed our office Mr. [redacted] originally made a reservation on document# [redacted]. He was offered a 10-foot truck at an alternate pick up location in Marysville or a 14-foot truck for the same rate at his preferred pick up location. Mr. [redacted] chose to take the 10-foot in Marysville and requested a 12:00 pm pick up time on November 25, 2013. Our Dealer contacted Mr. [redacted] and left him a message stating they were closed for lunch at 12:00 but the truck would be ready for pick up at either 11:00 am or 1:00 pm. Mr. [redacted] showed up around 9:30 am but we did not have the truck available yet. Ms. [redacted] relayed that Mr. [redacted] walked outside and used foul language toward our dealer and left. He went to another U-Haul location and rented a 14-foot truck on a different contract number. The prior reservation was canceled. Ms. [redacted] explained the Reservation Guarantee does not apply in this case, however, she did refund for the difference of $6 as well as the [redacted] Protection fee in the amount of $30. The refund for $36 should post on Mr. [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

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 would like a settlement of $1,000.

Review: Uhaul owes me a refund for a storage unit that was auctioned in September. I spoke to a [redacted]-Marketing Manager and she advised me to fax over a copy of my DL including the address where the refund should be mailed. I faxed the document as requested and verified it was received by their office. As of today the refund check has yet to be mailed and I have been given the run around since I started this process in late November. It took me over a week just to determine who I needed to speak to in order to get this refund check. I'm unsatisfied with their customer service process and what I've had to go through to get this refund sent to me.Desired Settlement: I would like this refund check mailed to me ASAP with expedited delivery.

Business

Response:

December 18, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] a response advising her that her refund was issued today and to allow 10 business days to receive the refund in the mail.

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 6x12 enclosed trailer from uhaul.com. I was contacted and scheduled a time to pick the trailer up. Due to there not being a trailer in my area I was instructed to drive 18 miles one way to pick it up and I agreed that I would do that if I could drop it off at my town where I lived for the "local" price. The traffic department agreed. I went to pick up my trailer at 530 pm and the trailer was sitting there waiting on the yard. I walked into the dealer in guntersville alabama and they lady told me that I could not have the trailer because she had promised it to someone else. I contacted the traffic department, and they contacted the dealer to confirm that the trailer was not on reservation and it was only promised. I was told that I could not have the trailer and I would have to wait till the trailer I was assigned to was returned at an unknown time. I attempted to resolve the problem with the traffic department and they became combative. I told them to cancel my reservation and I would NOT pay the cancellation fee. I also told them I wanted a call from the president of the marketing company. I have yet to receive the call weeks later and several emails and phone calls to his office. The next day I got a call from the dealer asking if I still wanted the trailer, that I told them I had cancelled.Desired Settlement: I would like the $50 credit that is promised if they dont have the equipment or a big discount for the rental that I am going to make February 1st

Business

Response:

January 20, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, followed up on the information Mr. [redacted] provided. He explained Mr. [redacted] was scheduled for a 2:00pm pick up. There were two trailers at our U-Haul location. Mr. [redacted] called the location and rescheduled for pick up at 6:00pm and we scheduled him on the later returning trailer. Mr. [redacted] showed up earlier than he had been rescheduled to pick up the trailer but the other trailer was being rented out. Mr. [redacted] stated he did receive an email from Mr. [redacted] and he responded that he would contact him back, however, the Revdex.com file was received in the mean time.

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.

mr [redacted] NEVER attempted to contact me our return my callls and sent me an email saying he would call me on 1/20. I never got a call. the other trailer was not on reservation or rental but the dealer had verbally promised the trailer to someone with out taking a credit card or cash deposit per uhaul policy to guarantee the equipmemt. I had a reservation I should have been entitled to the equipment.

Regards,

Business

Response:

January 27, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Northern Alabama regional office, reviewed the information Mr. [redacted] relayed. Our dealer’s encounter with Mr. [redacted] was not pleasant due to the foul language and yelling Mr. [redacted] did while at the store. Mr. [redacted] explained he did in fact try and contact Mr. [redacted] to advise him how our U-Haul location was in the process of already renting out a trailer when he showed up early for his reservation.

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 did not use foul language at the place of business when the trailer was attempted to be rented. U-Haul is using this against me to make me look like a bad person. Mr. [redacted] has still not made any attempt to talk to me in person, rather forwarding me voicemails regarding he will not talk to me due to the complaint that was filed. He has made no attempt to even listen to my side of the story, or talk with me over the phone leaving a return phone number, or email. He wants to avoid having to deal with the situation and would will not handle this accordingly. He decides to be a coward and hide behind the telephone, not realizing that without me, being a customer, he would not have the job he has. Mr. [redacted] does not realize that his actions have caused me to not only inform the local Revdex.com about his actions, but my friends and family as well, and while that may be just a few small people, it does affect his bottom line. I dont expect anything else from Mr. [redacted], or his company. They do not honor or support their customers who make reservations, or care for their profits or equipment, letting dealers make shady deals, not follow operating procedures, and not being attentive to customer needs. I hope you change your thought process and maybe you can make your marketing company successful.

Regards,

Review: I reserved a Uhual moving truck on 2/1/14. When I got there to pick up my reserved truck it was not there. The lady at the front desk told me it was not turned in yet. Fortunatley they had one on hold for another customer and since I was the first one there they gave me that truck. I drove the 26" truck in front of my house and got stuck on ice. Tires was bald, no traction what so ever. I called [redacted]. and they told me I had to contact roadside assistance. I called them and they told me it was nothing they can do for me. I was responsible for paying for a tow truck. I told him I paid for insurance for this truck and all I want is to be pushed out or to recieve another truck. The customer service guy was very rude with me and told me they did not cover getting stuck in the snow. The truck was in the middle of the street blocking traffic and I was left sitting there from 8:30am untill 3pm when I had to pay for a tow and another truck out of my own pocket. After I get another truck (which was 14") I got a call from the [redacted]. site telling me I had to come in before 7pm to pay for the gas used. I told him NO! I was inconvienced enough for the day and I am in the process of moving. He told me the gas tank was a quarter of a tank down and I told him I don't see how, being I never pulled in my driveway. I checked my statements and they charged me a total of $176.32 for both trucks. $88.36 for the truck that I didn't even get to load. I was charged for the insurance, dolly, and gas mileage which I think I should be compensated back for. They inconvienced me that day, and Would not send me help even when I was insured and to charge me almost $90.00 for a truck that was sitting in the middle of the roadway for 7hours is ridiculous. The customer service is horrible and I never had a problem with the [redacted] site. This was the first and last time I will ever deal with them or send anyone else there. What is the purpose of having insurance if you can't get help when needed. Something need to be doneDesired Settlement: I would like to be compensated for that first rental. I never pulled in my driveway. The truck was not touched, and I only drove it from [redacted] to my previous address. I felt like they didn't put themselves in my shoes. It was a snowstorm. I had my children with me and all I asked was for a push out or another truck. I had to pay for a tow, and two trucks when I was inconvienced for over 7 hours. The tires had no traction on them and all the wheels did was turn.

Business

Response:

Thank you for your concern for our customer Ms. [redacted] our GM of our U-Haul Moving and Storage at [redacted]., followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for the 26-foot truck rental in the amount of $88.36. The refund should post on her next Visa credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,

[redacted]Executive AssistantU-Haul International

Review: In Thursday January 9 my husband and I reserved a 26 foot truck from the Uhaul on [redacted]. My husband and a friend loaded the truck and started on their way to our new home in Marshalltown Iowa. As they were exiting I80 onto Hwy 330 at roughly 8 pm the truck broke down. They called Uhaul roadside assistance who came and assessed the situation, determining that the truck was indeed broken and in need of repair. They agreed to tow the truck away, transfer the load to another truck and call my husband when the new truck was ready. The next morning my husband called the Uhaul on SE 14th street in Des Moines and explained that our window for help with our move was gone, and requested a refund for the initial charge for the truck rental. The manager at expressed his apologies, agreed to refund the cost of the rental and told us to keep the truck for as long as we needed it after we explained to him that our window for help with the move was gone, since we had lined up help for the day we reserved the truck and didn't plan on needing help beyond the day of the initial rental (Thursday). When my husband explained that he had just put 100.00 in gas in the broken truck the manager agreed to wave the re-fill fee and offered a $100.00 gift card as restitution for our troubles. Instead of giving us a refund, they charged us twice and then attempted to charge us a re-fill fee of $600.00 despite having promised otherwise. On Monday January 13 I contacted Uhaul customer service requesting help in resolving this matter. This case was assigned Reference number [redacted] and I was promised contact with a representative within 48 hours. I contacted customer service 72 hours after my initial e-mail and I am still waiting for a representative to contact me and resolve this issue.Desired Settlement: I would like a refund for the cost we paid to rent a broken truck. Our simple one day move turned into a 4 day ordeal that inconvenienced me and several family members that could have been avoided had Uhaul not rented us a faulty piece of equipment.

Business

Response:

January 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Moving and Storage of Southeast in Des Moines, followed up on the information Mrs. [redacted] provided. He explained Mr. and Mrs. [redacted] received a new replacement truck, but failed to return it with the same amount of fuel as when received. They were charged for only one day rental but kept it for five days. Please be advised, as with anything mechanical, when a problem arises it will be when in use. As documented on our rental contract, our customer agrees not to hold U-Haul liable for downtime, which includes failure of the equipment to operate properly. Mr. [redacted] did issue a refund for $100 for the fuel on the first truck back to their Visa account along with a $100 VIP Certificate that can be used toward a future purchase or rental on the many products and services U-Haul has to offer to help offset the inconvenience Mr. and Mrs. [redacted] experienced. No further refunds or adjustments will be issued.

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

Sincerely,

Executive Assistant

U-Haul International

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,

[redacted]

Mr [redacted] is incorrect when he states we kept the truck for five days. We picked up the initial truck on Thursday January 9, it broke later that day, we picked up a new truck on Friday January 10 and returned it on Sunday January 12. That is NOT five days as he states in his response. Also, when we expressed our frustration he told us not to worry about filling up the second truck. At no point were we ever told we needed to refill the second truck. Mr. [redacted]'s story has changed several times during this ordeal. If uhaul is willing to call us even and close this matter, I am fine with that resolution. . My concern, however, is since Mr. [redacted]'s story has changed several times, uhaul will come after us for more money and attempt to charge our account again. r

Business

Response:

February 14, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

The breakdown of the rental charges are as follows:

24' Truck: $39.95

Mileage: $270.97 (343 miles @ .79 a mile)

Safemove Protection: $14.00

Appliance Dolly: $10.00

Furniture Pads: $10.00

Environmental Fee: $5.00

Fuel fill up: $212.50

Fuel Service Fee: $30.00

Tax: $20.16

Total: $612.58

Previously paid: $215.59

Balance: $396.99

As previously relayed in my last response, a refund for $100 was issued for the fuel in the first truck and a $100 VIP Certificate was issued for the inconvenience Mr. and Mrs. [redacted] experienced with the breakdown. I spoke with [redacted], our President for our Iowa regional office. He relayed their decision in the matter remains the same. Mr. [redacted] is responsible for the replacement of the fuel in the truck, as explained in the rental contract. Our billing department also advised me they still have an open billing account for the balance of the rental that was placed on a Promissory Note and sent in for collection. I hope Mr. [redacted] will take advantage of the Certificate we sent him as we feel it can be of great value to our customers and is valid for two years.

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

We have not, since shortly after our we returned the truck recieved any communication from uhaul. We never recieved a promissory note, and I would love to know what address they sent it to. I do not want a gift card from them and all I have ever asked is that they honor the verbal promise they made to us when the manager said to keep the truck as long as we needed and not to worry about the gas since we had filled up the broken truck.at this point, I am willing to offer uhaul $200.00 toward the balance they claim we owe, but only if I can use the gift card they gave us to pay $100.00 of that balance. I have absolutely no intention of ever using uhaul again, and should I ever need the use of a moving van, I will happily take my business to a competitor. This ordeal has been a headache and a half and uhauls refusal to simply apologize and make right a mess that they caused cements my opinion that they do not care about customer satisfaction.

Regards,

[redacted]

Review: I used the Uhaul Ubox moving service to move my items from [redacted] St Apt [redacted] Nashville, TN 37210 to a storage location in Nashville, TN with a future delivery to New Orleans, LA. I specifically chose the Uhaul service based on verbiage in the FAQs section regarding future delivery to a new location. The FAQs section explicitly states "Ship at a later time; remember you don't pay for shipping until you ask us to schedule." (http://www.uhaul.com/FrequentlyAskedQuestions/204/U-Box#768) My complaint is that Uhaul shipped my ubox without me scheduling shipment and is now requiring an additional shipment payment to return my items to Nashville, TN from New Orleans, LA.

Additional verbiage regarding shipment policies were provided upon completion of the order and are as stated "Estimated one-way shipping time: 7 business days after you request the box to be shipped to New Orleans, LA ."

I have contacted multiple locations with no resolution. When ordering the service online, the consumer pays an upfront charge for local moving services and is advised that the additional shipment charge will be collected upon shipment scheduling. Otherwise, the consumer pays a per month storage charge until the shipment is scheduled.Desired Settlement: I would like my Ubox to be returned to Nashville, TN at no additional charge. Additionally, I would like a full refund of the shipping charges since my items were not shipped in adherence with their stated policies.

Business

Response:

February 28, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Nashville regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to [redacted] and explained when she made the reservation on line and made payment, it was set up for delivery within 7 business days. Ms. [redacted] requested and was given the number for the U-Haul location that had her U-Box.

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 $100 for folding padding blankets the "wrong way" when I left in the rental truck. I called customer service who directed me to the supervisor who directed me to the manager. I then argued about the issue with the manager, and she refused to refund my money. I then tried to contact the supervisor and my call was never answered. The customer service is terrible and I personally believe the managing staff needs to be replaced.Desired Settlement: I would like my charge put back on my debit card.

Business

Response:

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

[redacted], our President for our Nashville regional office, followed up on the information Mr. [redacted] provided. He sent Mr. [redacted] the following email:

Mr. [redacted], I have reviewed the charges on the card as well as the video tape of the incident in question. In the video it shows you throwing the pads out into the snow, dragging them across the parking lot (some 50 yards) to your vehicle next store at [redacted], and then dragging them back and throwing them into the truck. The pads are not useable at this point and had to be discarded. You were aware that the pads needed to be folded to not be charged and disregarded that request and also damaged them. The $95.40 replacement charge for the pads stands. A copy of this letter is being forwarded back to the Revdex.com. We will also provide the video to the Revdex.com if requested or needed. [redacted] Marketing Company President U-Haul Company 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: I ordered and paid for the hitch and wire and install labor online through the U-Haul website on 2/19/2014. Installation date was set for 3/6/2014. Upon arrival at the scheduled time I was told I would owe an additional $73. I bit of investigating revealed that the increase in cost was due to an internal error on the part of U-Haul. The wire kit I purchased was never ordered by U-Haul of Boulder therefore they were going to have to install a different (more costly) wire kit. It was not my fault that the mistake was made, therefore I should not be forced to pay for the fix. The General Manager was not in the office at drop-off. I told them that I will be disputing the charges with the manager when I picked up the car. Once install was complete, General Manager ([redacted]), greeted me entirely unprofessionally and continued to defend the additional charges. She offered to reduce the extra charges to $42.58, but I explained that this is not a satisfactory resolution and I was not responsible to pay a penny more. She then threatened to have the wire kit removed from the vehicle if I didn't agree to pay for their mistake. I reluctantly paid the $42.58 in order to get my keys back from them. Desired Settlement: I reluctantly paid the $42.58 in order to get my keys back from them. At the very least, this portion of the payment should be refunded. I would also like to hear from U-Haul how they intend to make sure other customers do not experience the poor service provided by [redacted] and U-Haul of Boulder.

Business

Response:

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

[redacted], our Executive Assistant for our Northern Colorado regional office, followed up on the information Ms. [redacted] provided. She informed our office she spoke to Ms. [redacted] and advised her of a refund for $42.58, which is the difference she was quoted compared to what she was charged. The refund should post on her next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Review: The contract I agreed to and the receipt I received had different equipment info and mileage out.

I went to pick up a reserved 14' truck on 2/22/14 at 1:00PM. I paid with my debit card and picked up the truck. My contract number was [redacted], the equipment info was [redacted], Arizona plate number [redacted], and the mileage out was 88589.0. I returned the truck the same day around 6:30PM and was told that a receipt would be emailed to me. I received the emailed receipt but the information had been changed. The Contract number was the same but the equipment listed was [redacted], Arizona plate [redacted], mileage out 84226.8, as well as mileage in 84297. My mileage charge came to $69.50 and my total was 128.67.Desired Settlement: I would like a refund of services because the contract I was charged for is not what I agreed to. I'm concerned that the mileage charge may be inaccurate because the proper mileage out was either misrecorded or altered.

Business

Response:

March 13, 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 New Hampshire and Maine regional office, followed up on the information Mr. [redacted] provided and sent him the following email:

Dear Mr. [redacted], My name is [redacted] and I am with U-Haul Co of NH & ME. I am responding to your concern about possible improper charges during your rental; due to inaccurate information on your rental contract. What had happened is that at the time of rental we entered the wrong equipment number onto the contract. We realized our mistake about a half hour later and made the proper changes. I'm showing that we charged you for a total of 70 miles, you feel that is not accurate? On your outgoing contract, you had estimated you'd be going 75 miles. At this time I believe that the charges are accurate and true. Therefore, there will be no refund issued. If you need to reach me, I can be contacted at jennifer_[redacted]@uhaul.com Thank you, [redacted]

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

Sincerely,

Executive Assistant

U-Haul International

Review: I used U-Haul's U-Box pods service. When the pod was delivered to me, the back of the pod had a big hole punctured in it and my television screen was broken. When I made a claim for this, I was directed to a third party company that U-Haul apparently contracts their insurance with. It is a company that I would never have chosen to do business with myself. I chose U-Haul because they are a good company with a good reputation. This third party company has a terrible reputation and isn't someone that I would ever choose to do business with and U-Haul shouldn't either.

Anyway, the claims person I was put in contact with proceeded to not return my calls for weeks at a time and didn't ask me questions relevant to what was going on. After like a month and a half, I got a voice mail from her saying they had turned down my claim because they don't take responsibility for improper packing or items shifting during transit (which is pretty laughable in itself... does that mean that U-Haul can just drop my pod 4 stories and then claim they don't take responsibility for items shifting in transit???). But regardless, that wasn't even relevant, since THERE WAS A HOLE PUNCTURED IN THE BOX. I have tried to contact this person to clarify this, but she has ignored my attempts to contact her and will not talk to me. Today, I tried calling and the claims phone number was out of service.

Ultimately, U-Haul is responsible for this. They're the ones who contracted with this awful company, not me, and it's their place to deal with them and get reimbursed for the claim, not mine. U-Haul owes me a frickin television.Desired Settlement: U-Haul owes me a new television.

Business

Response:

May 30, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company assured our office they are in the process of reviewing Mr. [redacted]’s claim and will be back in contact with him on their position.

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 took my 2003 [redacted] Sport to Uhaul at [redacted] on Monday June 2, 2014 to have a hitch installed. They kept my van for 2 days because they were having difficulity taking the bolts out of the frame of my van. On June 4th they called and informed me that they had broken all 4 bolts off into the frame and did not have the proper tools to drill them out and therefore could not install the hitch. I picked my van up and tried to take it several other places and nobody will install a hitch until the bolts get drilled out that U haul broke. This has been a very big inconveince for me and my family as we have purched jet ski's and are unable to use them due to u hauls incompetence. I am a very dissappointed customer!Desired Settlement: I would like this repaired by U haul or paid for by u haul to have someone else repair it and a hitch installed for the inconveience.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted] Insurance Company advised our office they will be in contact with Ms. [redacted] to advise her where to take her vehicle for proper repairs.

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: My experience with UHaul has been TERRIBLE. I called my local location 3 weeks prior to my move date to reserve a truck to be picked up at a specific date and time at a specific location. I called weeks prior to the time I would need the truck to ensure that I could reserve the size truck I needed for the date I needed--my husband and I have difficult work schedules, and our move was scheduled to happen over the course of 24 hours. Our schedule was set in stone due to work conflicts, which is why I called UHaul so far in advance to ensure I could get what I needed.

Making the reservation was deceptively easy; the employee took my information and credit card number, telling me that it was NO PROBLEM for me to pick up that size truck on that date at that location. I kept my reservation number and called my local location ONE WEEK prior to my reservation date to ensure that my reservation was still fine. I was told by the employee on the phone that my reservation was indeed set, and they would see me in one week. I called AGAIN, ONE DAY before my reservation. I was also told, AGAIN, that my reservation was fine.

Then, less than 12 hours before my reservation, I received a curt phone message from a UHaul employee at a different location (not the location I booked my reservation with). That employee told me, without any prior warning or approval, that my reservation had been CHANGED and the time, date, and pickup location were all different. I was blindsided by this information and had to go through the stress and trauma of calling MULTIPLE UHaul locations in my area to try to figure out WHO changed my reservation and WHY it was changed. I never received an honest answer; instead, I talked to employee after employee who were rude, sullen, and unhelpful. The date, time, and location of my new reservation was not at all doable for me or my husband. Which left me in the terrible predicament of not having a moving truck HOURS before my scheduled move.

I called UHaul's main 800-number and spoke to a customer service representative. That representative told me he "wasn't sure why they told me no trucks were available in that area," when there clearly was one available (not sure how they missed that ?!?!). That employee was able to book a reservation for the size truck that we needed at a location that was driving-distance away, which was NOT what I needed but at least that didn't leave me without a truck on my moving day. That customer service employee also offered me a $40.00 credit for my rental due to my bad experience. I graciously accepted and was relieved I at least had a reservation.

However, when we picked up the truck, it was not cleaned and contained past renters' personal belongings (an old rental contract and a check book for two different people!!!).

Four days after I returned the rental, I called UHaul again to check on the status of my credit that I still had not received. When I made that call, I discovered that they processed my "credit" as a GIFT CARD, which I never consented to. I have NO DESIRE to do business with UHaul again after everything they put me through, and I told them so. They apologized to me and told me they would "submit my account for a review," and that someone would call me back in a few days with a status of the credit.

Of course, I never received any call back. One week and a day after making that call, I called customer service again. I found out on that call that NO ONE EVER "submitted my account for review." So basically, I waited a week for nothing, because they did absolutely nothing during that time to resolve this issue that, at this point, a $40.00 credit isn't even close to making up for. I am flabbergasted and frustrated at this horrible experience, and I cannot believe that I still have not received the credit OR a convincing apology.

UHaul is a horrible company with terrible customer service. Do not waste your money on their second-rate services. Use Budget movers or a local moving company!!!!Desired Settlement: UHaul needs to, at least, make good on the $40.00 credit that they promised me. I would prefer a full refund.

Business

Response:

August 14, 2014

Revdex.com # [redacted] U-Haul Ref# [redacted] Thank you for your concern for our customer [redacted].

[redacted] the Executive Assistant in our [redacted] Regional Office sent the following e-mail to [redacted].

Dear [redacted] - I have received the forward of the information you had provided to theRevdex.com regarding your recent rental. I would like to sincerely apologize for the Inconveniences that you had encountered. Reviewing the notes on your complaint, I do clearly see that we did not do what we said, and I again, apologize for that.I personally have issued a credit to your card for the $40.00 that we had promised you. Additionally, I have issued a second credit to your card for $50.00, our u-haul reservation Guarantee, as we clearly dropped the ball in effectively communicating some necessary changes to your reservation. AlthoughIi understand that you did not want the already Issued $40 vip coupon, I will be leaving that active, so if you do decide to give us an opportunity to redeem ourselves in your eyes, you can use that coupon. I've attached copies of the above noted refunds, as well as the vip coupon, and again, sincerely apologize for the inconveniences that we had caused you. Sincerely, [redacted]

Our customer 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 Assistant

U-haul International

Review: I rented a truck from uhaul for a one way trip from [redacted] to [redacted]. Approximately 600 miles into the trip the truck's transmission failed catastrophically. I was stranded in [redacted] for two days. During this time, in an effort to get back on the road, At the behest of uhaul roadside assistance, I drove to [redacted] to pick up a part for the truck. (My wife was driving our personal vehicle on convoy with me). This part did not fix the problem. The next day, again at the behest of uhaul I drove to [redacted] to pick up a new truck, which they refused to drive to meet me in [redacted]. Altogether, I was stranded for two days in [redacted]. This travel delay ended up costing me over $1000. I had to change my flight back to [redacted], use an extra day of leave, and hire a moving crew because I arrived on a week day instead of a week night and my friends were unavailable to help me move in. Additionally, I spent 6 hours and $100 worth of gas driving back and forth to [redacted] as instructed by uhaul employees. When I called uhaul customer service to discuss an adjustment to my bill, they informed me that they would not be billing me for the repairs to the truck, but they would not give me any further refund. When pressed, the customer service agent have me a phone number to call of someone she claimed could help me, but it was a mobile number which no one answered and did not lead to any voice mail. The customer service agent refused to let me talk to a supervisor. I would like my bill reduced by the $1000 it cost me to make myself whole following the failure of their defective truck.Desired Settlement: I would like to be reimbursed $1000 from my bill of approximately $1900.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Area Field Manager for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided and sent him the following email in response:Mr [redacted], When we spoke earlier I was not sure you understood what I was saying. When I said we do not refund for down time, which is on the contract, I did not mean I would not give you some of the money you were requesting. I am willing to refund you for the difference in your flight and also for 2 nights hotel for when truck was down. I do need receipts showing the differnce in the cost of the flight and for the hotel. You can send this to U-Haul Co of [redacted], [redacted], Attn[redacted]. If you wish to discuss this you can contact me at ###-###-#### and the voicemail is working now. I called [redacted] and they had removed it from my account due to some glitch in system. I'm sorry it did not work when you called. Also we had paid $795.00 to have your goods moved from one truck to the other. I look forward hearing from you. [redacted]Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: Rented 20 foot uhaul with alternate destonation...truck was in poor condition and needed alignment...was extremely physically de[redacted]ng on all 3 drivers of vehicle...upon arriving in [redacted] I was instructed by roadside rep [redacted] to bring truck to [redacted] for it to be brought for assessment/service..truck was assessed by [redacted] who acknowledged truck pulled to right and test drove but vehicle not assessed or serviced by certified professional in Alberta and he admitted he was not a certified mechanic or qualified to do so...was to be offered the truck back after service/repair to fullfill final destination to [redacted] (155km) but was refused the truck and given a bill in excess of $969 and refused to credit my $100 cash deposit...was treated very poorly by reps and [redacted] who refused to give me credentials or his name until I stated I would call rcmp..I was refused truck and told to leave property in a vile and intimidating manner...escalated to 3 different managers and was treated even worse by management...hung up on several times and my complaint evaded....Alberta district manager laughed and mocked me stating she had a funeral to attend and the entire call centre in Arizona knew about my situation...tactless and extremely rude representation of uhaulDesired Settlement: I would like to be credited as was refused my opportunity to fullfill my contract...I followed all instructions.. was over 400km under my allottment..truck was clean and fueled and left pending repair as intstructed....treated poorly and uhaul evaded and lied about expectations

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our Executive Assistant for our [redacted] Regional Office, followed up on the information Ms. [redacted] provided. She explained Ms. [redacted] contacted us to report an issue with the U-Haul truck when she was unloading her truck at her destination after driving over 3,200 kilometers. Ms. [redacted] was given a rate discount to drop the truck in [redacted], which saved her over $1,000. The truck she rented was inspected and found no repairs needed. However, in the interest of customer good faith, Ms. [redacted] agreed to waive the wrong destination charge. Our Collections Department will cancel the Promissory Note.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 ordered a U-Haul from from their [redacted] location. I made the order on a Monday or Tuesday and I was scheduled to pick it up on Sunday, 8/10 at 10am. I received a confirmation number for the arrangement on Monday or Tuesday (#[redacted]). They also charged my credit card for $282 around this time ($168 for the truck, $114 for the mount). I received a call from the business that Friday. I called them back and the call was to confirm that I was set to pick up the truck on Sunday. However, on Friday afternoon, my girlfriend got a call from her friend stating that the business re-rented the truck to someone else. I called the business about this, and they did confirm that the truck was rented out. However, they also confirmed that the truck would at least be back for my scheduled pick-up time on the 10th. I called them Sunday as soon as they opened at 8:30am. A woman answered and said that the truck was out, and would not be there until Tuesday morning. The lady on the phone referred me to corporate, and I was on hold for 45 minutes without any one taking my call. The employee also took down my number, but I never received a call back from the business at all. The truck should have never been re-rented.Desired Settlement: I want the money they took off the credit card. They told me that they would give a month's free on the storage and we never even heard from them about them. I just want to be treated right and I am not looking for anything for free. However, I did not get something I paid for.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our President for our [redacted] Regional Office, followed up on the information Mr. [redacted] provided. He informed our office he reviewed the original reservation document and researched the credit card number listed. He verified no charges were applied. Mr. [redacted] contacted Mr. [redacted] and offered his apology as well as let him know he would be speaking to our dealer to ensure proper procedures are being followed locally. He also provided his cell phone number in case any charges appeared on his credit card in the future.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: This location advertise and counsel me to purchase a product that they knew was not appropriate for my car and they knew my car could not handle it. I witness how their computer was not allowing the transaction for some reason... I today understand why and the corrupted employees all got together and input manipulated information into their system to bypass the restriction. This cause me many unexpected expenses and damages that I had to cover out of my pocket. I called the company many times and file a claim to the headquarters for my money full refund. The company told me they would refund me and I'm still waiting to be refunded $575. I have a written statement from an experience employee from another of the U haul company establishment in Texas ensuring that the items that the U haul in Florida sold me could not be supported by my vehicle, nor could my vehicle handle it. Also, the U haul in Florida did the wiring of the hitch cables improperly causing damages to my vehicle and my brake lights will not go off. I have the inconvenience of having to unplug my battery cables when the car is parked so the battery don't get drain.Desired Settlement: FULL REFUND OF $575.00 and the payment for the expenses for fixing the electrical wiring of the hitch which damaged the electrical system of my Toyota Camry.

Business

Response:

August 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, followed up on the information [redacted] provided and sent her the following email in response:

Dear [redacted], I received your letter addressed to the Revdex.com. Let me try and reply as well as I know how. I was not at the location when you rented the trailer. However, I will attempt to explain some of the things that maybe we did not make clear or that you did not understand. First let me say that I am sorry for all of the inconvenience you have endured during this move. I know moving is stressful and although things do not always go as planned, U-Haul tries very hard to be there to help you along the way. It sounds like maybe we failed you on this trip. I truly apologize. The first concern I see you had was that the hitch for the car was incorrect. I have double checked this hookup. Hitch number 36291 is the hitch you purchased and is the correct hitch for a 1999 Toyota Camry. This hitch is made per manufacturer specs and is rated to pull up to 3500 pounds of weight behind your car. This is more than sufficient for a U-Haul 5x8 trailer. The trailer empty weighs about 840 pounds empty. It would be nearly impossible for you to overload your vehicle moving normal household furniture with this trailer. This size vehicle makes these trips pulling U-Haul trailers all the time and have for over 50 years. The second concern is that the car overheated. While this is unfortunate and I am truly sorry for the overheating problem this may have been a blockage in your cooling system that could not have been foreseen by U-Haul or by yourself. U-Haul does have a way of helping older vehicles with trips like this. It is called a transmission cooler. This helps to cool the transmission and the engine oil and keeps the vehicle from overheating. We offer these to all customers who need them and when denied to purchase we have you initial a box where we offered. The initials are on your receipt signed by [redacted] given to him when you had the installation done. Had to rent a truck and tow dolly in Lake City, FL to destination in Katy, TX when car broke down. U-Haul deep discounted the rental to help you out in this situation. The 14 foot truck regular rental rate for this trip is $549. U-Haul discounted to $389. the Tow Dolly was discounted from $121 to $49. The trailer that had been towed from Orlando to Lake City was completely refunded from $206 to zero dollars although you had it at least one full day and driven several hundred miles with it. This was all done in the name of customer service to help you with this move. The U-Haul in Florida did the hitch wiring improperly causing me to have to unplug my battery cables when the car is parked so the battery does not go dead. I have reviewed this installation and it appears the proper part was installed. Still, this should not cause the battery to be going dead. If you had to have this repaired, please forward the repair bill to me so we can take a look to see if your warranty might cover the reimbursement of that bill. It was not in the paperwork received from the Revdex.com. If you have not had this repaired, and it is still a problem, please take it to the nearest full service U-Haul Center with you hitch paperwork and a copy of this letter. The full service center will repair this for you or remove the wiring at no charge to you if you choose to have it removed. Again, I do apologize for all of the problems you endured. We strive to make every move go seamlessly. Sometimes we fail. I do not see how we could refund the rental of the truck and Tow Dolly in this case. I will take a look at the repair on the car if you can forward that to me. I would be glad to forward you a $100 VIP Certificate to discount a future rental if you would like. Just let me know. Thank you, [redacted], [redacted]@uhaul.com, President, U-Haul Company of Orlando

A refund for the trailer in the amount of $219.39 was refunded on June 27th back to their [redacted] Card account. A refund for $300 as an adjustment on the truck and Tow Dolly rental was issued back to their Visa account on July 4th. The refunds should have posted on their last credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

U Haul not only failed once but twice and it continues to fail on us the customers and affected party. We are requesting the full refund as explained in the complaint. And let me be cleared, the full refund will not even get close to the extensive amount of our own money we had to spend towards correcting their mistakes and failures. Their fails cost us the savings we had for the relocation to Texas and put us in a dire situation that we do not wish on no one, mind you I have a child. We were on the road suffering due to their mishaps. A trip that would normally take 14 hours turned into a 4 day trip that drained all our finances. The company as being irresponsible and rude with us from the beginning. The employee [redacted] at the Orlando, FL was very rude and unkind, non cooperative and disrespectful to us during our phone conversations. We contacted Uhaul locations and the headquarters many times and our claims had been ignored, giving us no choice but to take action against them. Please, resolve this once and for all and take responsibility for your failures. UHaul failed and I don't recommend them to anyone. Be aware, stay away from this company.

Regards,

Joan Belmont

Business

Response:

September 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our President for our Orlando Regional Office, reviewed [redacted] recent comments to your office. [redacted] advised our office there has been no change in the resolution already presented and asked that we refer you back to my previous response dated August 5, 2014.

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