J.R.J. Tara Corporation

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: My mother rented a uhaul for me to move with and when I went to pick it up, the man handed me the keys and told me to look it over for dents because he hadn't had time. I did so and left with the truck. I got to my destination and noticed the mileage did not match the contract. I called and he said he gave me the wrong truck but it was fine he would fix it. I got my stuff loaded into the uhaul and got down the road with my 2 little preschool age girls and the truck broke down on the highway nowhere near a town in a HORRIBLE blizzard. I called their roadside service. I was hung up MANY MANY times. Nobody bothered to call me back even though I gave my number right off the bat and told them I was stranded in a blizzard. After HOURS someone stopped to help me. He put bottled waters in the truck, and I babied it to the closest town. He followed me. I purchased coolant for the truck, and it continued to have issues, so I had to stop many times to service it. I called customer service when I finally made it to a safe place. I got hung up on OVER AND OVER AND OVER. This a KNOWN issue for UHAUL to disconnect with customers and they CHOOSE not to fix it. UNACCEPTABLE. My daughters and I could have FROZE to death out there in the freezing white out conditions. POOR POOR POOR customer service. I have been trying for MONTHS to resolve this with UHAUL. I keep getting the runaround and incompetent customer service reps.Desired Settlement: I want ALL of the money refunded as well as the cost of the coolant and water I had to buy. you SHOULD compensate me for the extra time it took and the stress me and my little girls had to go through. I was moving for a JOB which I was barely prepared for due to dealing with a faulty uhaul truck that should NOT have been rented out in the first place!

Business

Response:

April 16, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our Nebraska Regional Office, followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] and offered his apology for the inconvenience she experienced and advised her of a refund for $100 as an adjustment on her rental. The refund should post on her next [redacted] credit card statement.

As we value Ms. [redacted] as a customer, Mr. [redacted] also sent her 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. In addition to our basic truck and trailer rentals, we rent pick up trucks and cargo vans. We rent storage units, garden equipment and steam cleaners. We sell boxes, bubble pack, rope, tape and propane. We also sell and install permanent hitches.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

I have not yet seen the $100 credit to the credit card account. I'm sure it will take a few days. I did not receive $100 credit from uhaul. I received a $40 voucher, which makes me think they are being dishonest. What is going on??? I won't consider this resolved until I receive both items they promised in your email. I feel like they are trying to pull a fast one and get off cheaper than planned. I am now seeing 2 different stories here.

Regards,

Business

Response:

May 6, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Our records indicate the $100 refund to Ms. [redacted] account did process. However, I erred in relaying a VIP Certificate for $100 was also issued to Ms. [redacted], when in fact the correct amount was $40. In the interest of customer good faith, I went ahead and sent Ms. [redacted] another VIP Certificate for $60 due to my error and apologize for the inconvenience this may have caused.

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

Sincerely,

Executive Assistant

U-Haul International

Review: I had 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: Rental of Uhaul Truck for 5 hours.Representative of company took my sales contract and proof of mileage and gas. I was emailed a receipt of charges which stated I returned the vehicle an hour after actual time of return and with 59 miles incurred that did not happen during my rental time as well as a different gas reading. I am now being charged for everything. Customer service has failed to contact me when requested.Desired Settlement: Refund Moving is stressful enough, having to deal with this problem has made things worse. I request a full refund - I am not responsible for charges I didn't incur, and I would like to be compensated for the time I have taken to deal with intentional misconduct of the business. In addition, the business should be deterred from future misconduct in some form or another (e.g. public forum)

Business

Response:

October 12, 2012

Thank you for your

concern for our customer Mr. [redacted].

Mr. [redacted], our

GM of our U-Haul Moving and Storage of Downtown San Francisco,

followed up on the information Mr. [redacted] provided. He informed our

office he contacted Mr. [redacted] and advised him of a refund in the

amount of $89.50 due to the mileage discrepancy. The refund was

credited back to Mr. [redacted]'s Visa account and should post on his

next credit card statement.

Our

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

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

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

Sincerely,

Executive

Assistant

U-Haul

International

Huntsville, AL

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

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

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

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

Bad service, Bad service, Double pricing, Bad service

Rating 0 stars

Review: I pick up a uhaul from the [redacted] location for my daughter because she does not have a credit card. When me and [redacted] the sale rep. was going over the rental information. We notice that the truck was very damage and the truck was not filled with gas, this truck was just return back to the place , because I had to wait because the truck I was not end when I came in at 5pm. The gas tank read two line before the Full line, [redacted] sign his initials by the fuel marker and told me to bring it back with the same amount of gas, I return the truck, with the same amount of gas and drop off the key. two days later I received a email saying I did not file the truck and I was getting charges afee of $60.31, for not return it full. I called the uhaul place, they said they was sorry for the mistake but the charges was made but all we can do is offer a gift card for $60.30 for you next uhaul rental. I refused, because this was two days later and my bank said the company can refund me. I have the paper work where he wrote on my receipt where it was not full and they refused to still give me a full refund n their mistake for not giving me a truck with a full tank a gas, the Ref# stating they offer me a gift card for the refund wasDesired Settlement: I want a refund for $60.31

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our GM of our U-Haul Center of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she contacted Ms. [redacted] and advised her of a refund for $47.50, which is the amount she was charged for fuel and the fuel service fee. The refund was issued back to Ms. [redacted]’s Visa account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

One week before our move in date, I called our local Uhaul company in Pontiac, IL to secure a Uhaul truck to fit our needs. We had placed a reservation for a 24ft uhaul truck to be picked up on Saturday, Aug 10, as this was our only weekend to move. I was called Friday Aug 9, to confirm our reservation and the lady told me that it would be ready for pickup at 10:00 am. She said she did not have the truck currently, but would for sure have it the following day for pick up.

We drive to Pontiac the morning of pick up and walk in. The lady asks who we are, I tell her my name and that we are there for pick up. She said she was afraid of that, as she does not have our truck. She cannot get in contact with the person who is supposed to have our truck and was unsure why that person would be bringing the truck all the way to Pontiac. The person who had the truck was moving from Wheaton, IL to Bloomingdale, IL, nowhere near the Pontiac area. The lady calls around attempting to find us a last minute truck. The best she can do is a 10 ft truck (14 feet less than we wanted) and it is an additional half hour one way distance to go pick it up. This was our only weekend to move so we did not have a choice.

She called the 800 number and spoke with [redacted]. [redacted] told the lady that they would charge us a $50 flat fee and give us our miles due to the inconvenience. Well, pressed for time, we drove to Fairbury, IL. We finally find the gas station who is renting the uhaul and go inside to complete our rental. Despite being told that it was going to be a $50 flat fee, it was ringing up to about $80 including taxes, insurance, and the appliance dolly. I then called the 800 # back and requested to speak to [redacted]. [redacted] was unavailable, however, I spoke with another customer service professional. She advised that it was not the $50 fee, that was just the fee to rent the truck and that the cost was going to be $80 unlike I had been told.

Frustrated and angry at this point that it is already 11:30 and we have wasted most of our morning, I give up the argument with the lady on the phone but still have her on the line. Just then, a customer comes in and is returning a 17ft truck. I explain both to the person behind the counter and the service representative on the phone that I need that truck as opposed to the 10ft truck since I made my reservation one week prior. They tell me I cannot have that truck as it is reserved to someone else. Then the service lady on the phone line with me explains that she "cannot take away someone's reservation from them." I asked her if the person who had the truck reserved made the reservation before us, because if he did not, and our reservation was placed first, that should be our truck. She said she could not release that information to me. Funny, how they had no problems not honoring the truck size my reservation held but had an issue with "tampering" with this persons reserved truck.

I asked her what the point in making a reservation was for if they could not have it ready and she informed me that there have been people who rented a truck back in March that has not gotten a truck yet(Really, how are you guys still in business then). The Gentleman who had returned the 17ft truck had stated, that he too, reserved a 24ft truck and they could not honor his reservation either.

Moving is stressful and frustrating as it is, not having the size truck you need makes it worse. Instead of one possibly two trips, we ended up making four, which took more manpower, more gas, and most of all, more time. The thing that gets me, is that the lady in Pontiac, knew she could not get in contact with the person who was supposed to be returning our truck rental, and instead of calling us, she let us waste time going up there to get a truck that they did not and were not going to have.

We bite the bullet and get the truck home, we have three bedrooms, a garage, a shed, and several large appliances to move. The side of the truck says "Perfect for moving a one bedroom studio apartment" This is going to take forever, despite everything already being packed. We get started and find out there is not even a loading ramp on this truck. As if things were not difficult enough already.

At this time it is about 12:30, I call budget truck, come to find out, they had a 26ft truck that we could have rented, if only Uhaul had the decency to call us in enough time before the facilities closed for the weekend. The entire experience was a bad one, they did comp us our miles, but after the fights and the headache, it was just too much. I hope to never have to move again, but I most certainly will not recommend this business to anyone moving as they are not true to their word, reservations, and have very poor customer service personnel.

Review: I made a reservation for a 10-foot U haul vehicle on Tuesday, July 8th. I filled out the paperwork, got my confirmation number, and everything seemed to be set. I had planned to move on Saturday July 12th. This morning, Friday July 11th, a Uhaul representative called me to tell me there were no vehicles available for me. I am dumbfounded.Desired Settlement: Ideally, I'd like to see Uhaul die a slow, agonizing death. But I'll settle for getting my $130 back for my reservation that turned out to not be a reservation at all.

Business

Response:

Thank you for your concern for our customer Mr. [redacted], our Traffic Manager for our [redacted] and [redacted] regional office, followed up on the information Mr. [redacted] provided. She contacted Mr. [redacted] by phone and attempted to address his rental concerns, however, the call was disconnected on his end. Our records indicate Mr. [redacted] rented a 17-foot truck on July 12th from our [redacted] U-Haul location. If he still has concerns regarding his rental, he can reach Ms. [redacted] 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,[redacted]Executive AssistantU-Haul International

Review: Rented car carry and not informed the requirements to properly tow car and the mechanical adjustment would be required. Major mechanical failure could

Sales rep never review the important requirements to properly use equipment. Drove 300 miles to only find out that I needed to dismantle the drive shaft to avoid damaging the transmission. Had to return and then rent a car carrier at a one way rate. Due to timing I had to sleep in my car because I did not have the means or tools to make adjustments. I would think that Uhaul would properly train employees to inform customers when major mechanical failure could occur when renting a piece of equipment. I have called customer service and e-mail my concerns and no one has returned my calls. This was a major disruption with the lost time from work, wasted fuel cost, sleeping in my car over night and addition cost of trip. All this could have been avoid if the sales person would have explained the precautions needed to be taken to avoid damage to my car. Fortune to me I looked up the information on the web site. I feel U Haul should make this right by refund in part or all my money.Desired Settlement: Refund the cost of the rental for the tow dolly and car trailer.

Business

Response:

September 5, 2012

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

Mr. [redacted], our Field Manager for the U-Haul Company of Eastern FL, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and addressed his concerns. Mr. [redacted] assured our office he would address the issue with the staff of our U-Haul Center to ensure proper rental procedures are being followed locally.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: This complaint is regarding equipment #[redacted], license plate #[redacted] This particular vehicle is not road worthy. I've rented from U*Haul many times in the past and I must say, I was shocked at how this equipment handled. I certainly had second thoughts after picking up this vehicle. After loading my personal belongings, our concern grew. Not only does it shake uncontrollably, there are serious problems with the transmission. My gas cost for that truck was $100.00 to go just over 100 miles which I find rediculous, not to mention it's a pollution hazard.I left a message with [redacted] on May 1st at phone #[redacted]that the only resolution is a full refund. I also requested that she, the manager of that location and the CEO of U*Haul drive that truck. I can't imagine that the CEO of U*Haul would promote products in such condition.Desired Settlement: Full refund for the rental of the truck and partial refund for the cost of my gas. In no way should it have cost me $100.00 in gas for the miles driven.

Business

Response:

Thank you for your concern for our customer Ms. [redacted].Ms. [redacted], our President for the U*Haul Company of [redacted], followed up on the information Ms. [redacted] provided. She informed our office she had a mechanic check over the truck Ms. [redacted] rented and could not find any mechanical issues, nor did they have any complaints from our customers before and after Ms. [redacted] rented the truck. Ms. [redacted] also mentioned there was no record of Ms. [redacted] calling our Emergency Road Assistance line for help during her move. In the interest of customer good faith, a refund for 30% of the rental, or $49.58, was issued back to Ms. [redacted]’s [redacted] account on May 1st. The credit should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU*Haul International

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.In response to [redacted] response, I'm not satisfied with their offer of a 30% discount. I've rented from U*Haul many times in the past and never have I driven a vehicle in such poor working/driving condition. I requested that [redacted] and even the CEO of U*Haul drive that vehicle themselves, neither of which are willing to do that. As I stated to that location, a friend of mine whom has driven trucks for many years was just as shocked at its condition. And had we not been able to get the truck started, we would have contact their ERA line and reported. Luckily, he was able to get it started in order to drop it off at their location. Keep in mind, he had to keep the speed of the truck below 45 due to the way it was handling. If Ms. [redacted] is unwilling to refund my credit card for the full amount by tomorrow, I'll be contacting my credit card company on Friday. I will file a complaint with them and ask that the charges be reversed. Obviously their customers are not that important. I for one will not rent from U*Haul again. Best Regards,[redacted]

Business

Response:

Thank you for your continued concern for our customer Ms. [redacted].Ms. [redacted], our President for the U*Haul Company of [redacted], reviewed the information Ms. [redacted] provided. She informed our office her Mobile Repair mechanic test drove the truck in question and found no mechanical issues. She also did not find any complaints from other customer’s regarding issues with the truck. Ms. [redacted] relayed that she felt the adjustment for 30% was a fair adjustment and is her final resolution.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,[redacted]Executive AssistantU*Haul International

Review: 7/1/14

Dear U-Haul Customer Service:

I am writing to make a formal demand for reimbursement as a breach of your “guarantee” policy.

On 6/5/14 I made an online reservation for a 26 moving truck to be picked up on 6/30/14 at your store located at [redacted]. My confirmation number is: [redacted]. The price was $177 plus tax and insurance. According to your website a 26 foot truck has 1,611 cubic feet loading capacity and I was assured by my moving crew that this would be sufficient.

This was a “guaranteed” reservation, and I relied on the following “guarantee” on your website:

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

On 6/29 I received a call that the truck that had been reserved for me was not available. The caller had arranged an alternative of a 20 foot truck that was located 30 miles away and a 6x12 trailer that was available locally. I was assured by your representative that this was the equivalent of the26 foot truck. I relied on this statement and accepted the proposed solution. What the caller failed to mention was that the 20ft truck in Valley Village had 1,015 cubic feet and the trailer in Simi Valley had 396 cubic feet. This left me with a total of 1141 of cubic feet of cargo space rather than the 1611 that I had ordered.

That left me 200 cubic feet shy of the truck I rented with a “guaranteed” rental. We tried to make it work, but there was just no way that all my belongings would fit, so I then called your customer service department and was told I would have to rent ANOTHER ON MY OWN DIME and that all they could do to compensate me for my troubles was a 20% discount on the additional truck! Since I was paying a moving crew hourly, and they were almost finished, I went ahead and rented the 10’ truck so we could complete the move. This cost me a total of $135 plus insurance of $28 and gas of $30 that I would have not needed had I received the truck I had ordered. I have no idea if the 20% discount was actually applied. However, even if it was appropriately applied, I was still left paying an additional $135.50 plus gas. This was almost double the original cost of the $177 truck I had reserved.

In addition to the extra expense, I had an infuriating experience at the location at [redacted]. This is where I was originally supposed to pick up the 26 foot truck that supposedly was not available. I got there to pick up the trailer and see not one, but TWO 26 ft trucks in the lot. I asked why I could not take one of those and was told that one had faulty braked (OK, I get that) but the other was needed “to stay on the lot and move things around.” Rather than accommodating a customer with a “guaranteed” reservation, the manager decided to keep the truck for his own use! That is outrageous! Here I am running all over the Valley, when he had the truck I ordered right there! His name is Jim Puzan, if you care to talk to him.

As a result of this unnecessary hassle and expense, I am requesting that you reimburse me the entire cost of the rental of the second truck and all associated expenses as well as the $50 “guarantee” as promised on your website. My demand is:

$ 17.50 mileage from Simi Valley to Valley Village

$ 17.50 mileage to Simi Valley from Valley Village

$ 107.50 cost of second truck incl tax

$ 28.00 cost of additional insurance for second truck

$ 30.00 cost of additional gas from Simi to Ventura for second truck

$ 50.00 $50 "guarantee" as promised on your website

$ 250.50 Total Reimbursement Demand

You can reach me at:

###-###-####

You can mail the reimbursement check to:

[redacted]Desired Settlement: reimbursement of all my expenses - see above letter I sent to Uhaul via their website to no avail

Business

Response:

July 10, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our GM of our U-Haul Center of Simi Valley, followed up on the information [redacted] provided. He informed our office he issued her a refund for $200 in addition to the $50 Reservation Guarantee Fee previously issued. She should receive the check within the next 10 business days.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

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.

Hello-

This issue still has not resolved. On July 10 I received a voicemail from Jim the manager of the U-haul location with which I had the complaint, indicating that in addition to the $50 "guarantee" check, I would be sent a $200 check. I received the $50 check several weeks ago, but still have not received the $200 check. When I have tried calling, I am placed on hold and then the line disconnects. This has happened repeatedly, so I am contacting you.

Can you please assist?

Review: My boyfriend and I are moving across the country and decided to use a Uhaul Ubox to ship our things. Originally, we had scheduled it to be picked up from our home on May 19th 2013. However, we had finished packing it by May 13th. We called and asked to have it picked up the following day, but the Uhaul store was already booked, and since they don't do pick-ups on Wednesdays we scheduled it for Thursday, May 16th. Around 5 o'clock on our scheduled pickup day the Ubox had not been picked up. My boyfriend called to double check that they were still coming to get it and [redacted] told us that we were on the schedule and they should be coming to get it. He also said that the Ubox would be at our new residence by May 28th, two days before our move in date, which was great. At 7 pm later that same night, I call Uhaul again as our Ubox has still not been picked up and was routed to the customer service center. [redacted] tells me the store is closed and to call [redacted] and [redacted] at the district headquarters the next morning. The next morning I call the [redacted] Uhaul to ask what is going on with our pickup and [redacted] tells me that their truck broke so they weren't able to come get it and that the truck may not be fixed until the morning of the 18th. I then call [redacted] and [redacted] (his assistant). [redacted] was not in so [redacted] could only pull up the contract and inquire about it with the store, as well as CC it to [redacted]. I also contacted [redacted] in the Ubox department who told me that our Ubox will be picked up by Saturday morning at the latest and that we can expedite our shipping by getting billed now so that the box is ready to be sent out as soon as they pick it up. We agreed to that because we wanted to be sure that our things arrived in time for move-in on May 30th. They came to get the Ubox as expected on the 18th. However, we got an e-mail on the 21st saying that our box had just been shipped as of 6:45 PM and that the arrival date was June 1st, after our move-in date.Desired Settlement: I was entirely unsatisfied with the customer service at this Uhaul site. Most of the people I spoke to were rude or unhelpful and they did not even think to call and tell us that they wouldn't be coming to get the Ubox. Also, they did not ship it immediately as we were told and now we wont be getting it on time for our move-in. This is unacceptable. We would like a portion (20-25%) of our moving costs refunded to cover the extra hotel nights we will now need because of their mistakes.

Business

Response:

Thank you for your concern for our customers Ms. [redacted] and Mr. [redacted], whose name actually appears on the rental agreement.Ms. [redacted], our Executive Assistant for the U-Haul Company of [redacted] followed up on the information Ms. [redacted] provided. She informed our office she sent Ms. [redacted] the following email in part:I would like to just recap the notes that I see in your rental contract. Your box was delivered to you on 5/11/13, someone called on 5/13/13 to request the box to be picked up on Thursday 5/16/13 instead of Sat 5/18/13. Notes state your box was indeed picked up from your residence on Sat the 18th. Your Revdex.com complaint states that your original pick up date was 5/19/13. Unfortunately our local driver just wasn’t able to comply with your early pick up request due to unforeseen circumstances. They should of called you to explain, but they failed to do so and that matter will be addressed to them. We apologize for that greatly, we do try to stay in touch with all of our customers but sometimes we fall short. Regardless if the box was picked up on Sat the 18th or Sun the 19th the estimated one way delivery time is 10 business days. One way deliveries are not scheduled over the weekends so when Monday the 20th came our U-Box office put a RUSH on picking up your box to be shipped to AZ. Now, 10 business days from the 21st brings you to June 1st so you should be receiving your box in about a week. Working in the moving rental industry we know and understand how stressful moving can be. We sincerely apologize for any delay and stress this caused you. To resolve this situation we are willing to refund $150.00 to [redacted] for customer goodwill plus a $50 VIP that you can use towards any U-Haul product including propane, boxes, hitch accessories, storage, etc. If you accept this please email me back immediately so I can process a check request to your new address in AZ. My email is: [redacted] If you do accept the refund, it will have to go under [redacted]'s name since he is the contract holder. Respectfully [redacted] Executive Assistant U-Haul Co. [redacted]Ms. [redacted] did receive a response from Ms. [redacted] relaying her appreciation for her email and acceptance of the resolution offered.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 rented a truck on June 26,2014. I was informed that there would be a charge of about $125 to cover the estimated cost, any excess was yo be returned. I returned the truck after hours on the 26th. The charges totaled $83.54. After a casr refund of $10 , I was okay. Today, Jun.30th, I find that my account has been charged $125.96.

II again went to the store to complain. At first the agent stated, "I will call billing later this morning or this afternoon". I was able to get him to place the call. The remedy was for me to contact my "credit card co. with file [redacted], abd get them to release the funds.

I went to my bank ([redacted]) who said that that was not doable.

In addition to misuse of my funds, j was treated very rudely, and had to use extra gas and time.Desired Settlement: Handle it right the first time and treat a price adjustment like the are a customer too.

Business

Response:

July 8, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information Mr. [redacted] provided. He informed our office he spoke to Mr. [redacted] and discussed his concerns. He stated Mr. [redacted] has received his credit. He offered his apology for any misunderstanding and advised him of a refund for $25 as an adjustment on his 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: They charged us 3 hours labor on the installation of a trailer hitch that only took 2 hours. they gave us a price originally of just $300.00 and then 10 minutes prior to the appointment time called to inform me that the price would be $529.58, much higher than originally agreed to knowing that we had no other options except them at this time to install the hitch.Desired Settlement: Refund of the difference between the earlier offer and or the extra hour of labor charged.

Business

Response:

May 21, 2013

Revdex.com ID#[redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted] our President for the U-Haul Company o[redacted]C, followed up on the information Ms. [redacted]provided. He sent Ms. [redacted]the following email:

Mrs. [redacted] I have reviewed your file for the hitch installation on the 2008 Cadillac SRX. When Mr. [redacted] called and made the reservation for the hitch on 3/13/13, he was quoted the price of $199.95 for the hitch and labor for installation of $150, 2 hours at $75/hour. Thus making the hitch and installation $349.95 and $17.00 for taxes, a total of $366.95. At that time, Mr. [redacted] gave permission to charge his [redacted] a total of $199.95, the price of the hitch. With the addition of the wiring, wiring labor (1 hour), wiring bracket, the receiver tube cover, ball mount, ball and taxes, brought the total to $529.58. There is a total of 3 hours labor for the installation for 1 person to do the job. Due to the time of day that you brought your vehicle in, the general manager came back to the location and helped with the installation, meaning that 2 people were working on your vehicle, thus making the actual installation of the hitch and wiring 2 hours. If you have any questions, please call me @ ###-###-####. [redacted] MCP U-Haul Company o[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: Failure to provide truck promised changed our pickup time and did not tell Customer Service would not talk to me

Made a reservation for a truck rental for Sat June 29th but would pick it up on Friday June 28th in the afternoon. U haul would call back on Thursday to give us the location to pick up. The call came in on our answering machine and it had all kinds of static and we heard the part about picking up the truck on Friday in [redacted]. When my husband went to pick the truck up they had already rented it that morning because they changed our pickup time to morning and we did not know. Like I said the call had a lot of static and that must have been the part we could not understand and never thought they would change our time. We tried calling the 800 number and evertime I would get a person and tell them my reversation number they said let me connect you with someone that can help you and put me back in the message and I had to keep holding on. I called back 5 more times and each time I was told to hold on and they would never help me. We asked for a supervisor and I was still connected back to the beginning of the voice mail to hold on. How can you make a reservation on Tuesday and then someone else just shows up and take your reservation. I gave my credit card to hold the truck and if I did not show that day then they could have charged my credit card and given the truck to someone else. Customer Service sucks. I even call headquarters to talk to a Paul and he would not even return my call to discuss. U haul does not have customer service not even the head guy.Desired Settlement: I had to rent a POD on Saturday to accomodate my tenan since I did not have a truck. I need to be reinburse for that rental.

Business

Response:

July 8, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customer [redacted]

[redacted], our Executive Assistant for the U-Haul Company of Raleigh, followed up on the information [redacted]provided. She informed our office they made 2 unsuccessful attempts to reach [redacted]to schedule her move, therefore, the reservation was canceled. Ms. Avery also relayed that she did issue [redacted]the $50 Reservation Guarantee Fee back to her Master Card account in the interest of customer good faith. 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: After being told to swipe several times I voiced my concern about being charged per swipe as it seemed there was an issue with their card reader recognizing my card. I was told that all of the transactions were denied so they will not go through or be deducted from my bank account. I then proceeded to pay with a different card where I went through the same process as before only this time it worked. The next morning I went back to U-Haul to verify the amount that was to be charged to the card that had no issues, everything seemed fine. I went on with my day and didn't realize that there was an issue until I went to use my card for gas (the one that was not supposed to be charged), checked my account and saw that each swipe did in fact register and also overdrew my account. I did not have any cash for gas and was stranded with my small child so I called the U-Haul customer service department to have a return processed. I was told by the U-Haul representative that there was a "glitch" in the U-Haul company's system which caused the charges to look as if they were denied from the stores perspective but not from the bank's. After several exchanges between the rep and myself about how there is nothing the company can do to help, I gave up and called someone else to borrow money so that I could buy gas and get my child home safe. I called U-Haul back the next morning to seek a resolution to the matter as well as compensation for the overdraft fees I was about to incur and the inconvience of having to borrow money from someone in order to buy fuel to get my daughter home. I gave my whole story to the customer service rep that answered, she was very helpful unlike the first one I spoke with a day before. She asked me to call my bank and find out what the charges would be. I called my bank and verified that I would be charged an overdraft fee for each charge. The bank rep suggested that I reach out to U-Haul for reimbursement/compensation. I called U-Haul customer service back to update them on the charges, I was told that I should reach out to the general manager of that location while my case for resolution was being built for review. I called the location for the manager where my call was first screened(the person that answered wouldn't let me speak to the manager until I told him what it was about), then lown off by the general manager. He read the notes on the situation, told me I was wrong and said that he would not assist me at all. I am forced to live for the next few days, until I receive my paycheck, with no money. This company has put me in a very difficult financial situation. it's almost unbelievable that so little is being done to fix the issue. This card/account should not have been charged a single thing other than the cost of boxes purchased a day before.Desired Settlement: I would like the company, U-Haul to acknowledge it's fault, refund all charges towards my account, pay the overdraft fees that were incurred, and refund the amount charged to the other card for the rental of the uhaul.

I'm making this request because I feel that it would qualify as adequate reimbursement for wrongfully charging the first card and causing a great amount of distress. Not to mention that the company, having clear visibility of the wrongful charges, has forced me to make all of the calls and steps needed to find a resoultion.

Business

Response:

April 15, 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 Nebraska regional office, followed up on the information Mr. [redacted] provided. He informed our office he contacted Mr. [redacted] to address his concerns. He contacted U-Haul Credit Card Processing and was told all attempted charges were denied by Mr. [redacted]’s bank. There were no authorization numbers and the pending holds were deleted. Mr. [redacted] was also told Mr. [redacted]’s bank waived the NSF fees. He issued a refund for $50 back to Mr. [redacted]’s Visa account as an adjustment on the rental and should post on his next credit card statement. As we value Mr. [redacted] as a customer, we also sent him a $20 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 allowing us to offer a response.

Sincerely,

Executive Assistant

U-Haul International

Review: I rented a truck from U-Haul on July 2, 2012. I used the truck for about 4 hours that evening. We had serious problems with the truck and it had to be towed the next morning to a mechanic. The truck was unsafe for me to drive! I contacted numerous customer service reps only to be given the run around. I was told someone from the Concord office would be contacting me. That never happened until July 11. That phone call left me in tears. I was informed that I would be charged all fees surrounding their broken down truck. Towing fees included! At one point the manager said that the truck was their fault (nobody checked the truck prior to us driving off the lot). The total amount I was charged (and paid) was $550 for four hours use of their broken down truck. I spoke with a manager by the name of [redacted] ([redacted]) and was informed that he denied my claim! I am shocked by this entire situation. I am praying you can help me!Desired Settlement: Since the truck was not checked out properly and the problems with the truck is not my fault I am asking for a full refund.

Business

Response:

July 23, 2012

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

Mr. [redacted], our President for the U-Haul Company of East Bay located in Oakland, followed up on the information Ms. [redacted] provided. He informed our office that a credit for $312.50 was issued back to Ms. [redacted]'s Visa account as an adjustment on her rental. The credit was issued on July 11th and should post on her next credit card statement. Mr. [redacted] also mentioned that her concerns have been reviewed on more than one occasion and other than the credit issued, no further refunds or adjustments will be forthcoming.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: My uBox shipment from [redacted] to Texas took nearly 4 weeks to arrive. I requested shipment on July 17, was called by uBox with shipping confirmation on July 19 and my credit card was charged on July 21st. When I called on July 24 to confirm the arrival date, the local vendor in [redacted] discovered the boxes had never been shipped. From what I understand, the boxes were finally shipped on the July 27th. I was promised the boxes would arrive on August 8th. When I did not hear from uBox on the 8th, I began calling. It took until August 11th somebody at uBox to return my call. I was told then that my box would arrive on August 13th. When the 13th arrived, I called again and was told that my boxes would arrive on the 14th. The shipment finally arrived today, August 14. I had an appointment scheduled with uBox delivery personnel for 1pm and they arrived over an hour late. Meanwhile, on August 13th I was charged for storage at your Texas facility. I have requested that they reverse the charge but that has not yet occurred. To charge me for storage in Texas when I couldn't locate my boxes or have them delivered as requested is particularly irritating. Also, I have repeatedly asked to speak to regional mangers and other supervisory customer service representatives and not once did I ever receive a call. I was promised calls from a store manager to a regional manager to a Director of Marketing and not once have I been called. The service (or lack there of) provided was deplorable almost from the beginning. I have used uHaul for many years and even have a uHaul tow hitch installed on my SUV. I doubt I will use your services again.Desired Settlement: Complete and total refund. I was repeatedly lied to and my requests for information was stymied from the beginning. It took nearly a month for my furniture to arrive in Texas. If I had not called early in the process, I doubt my boxes would have left Virginia when they did.

Business

Response:

August 30, 2012

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

Mr. [redacted]' concerns regarding his U-Box rental were addressed by both our dispatch and receiving Regional Offices. Mr. [redacted], our President for the U-Haul Company of North Houston, advised our office that Mr. [redacted] received a $500 refund along with free delivery of the U-Boxes and free help to unload the boxes. Currently Mr. [redacted] is working with RepWest Insurance Company regarding his damage claim.

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: At the Uhaul rental aread, as covered in contract [redacted], there were several issues. First and foremost, [redacted] (witness) and I rented a uhaul in order to transport items from Orlando to Poinciana. The truck's alignment was completely off. When I contacted Uhaul about the security issues, they claimed it was in good. However, [redacted] witnessed it was not. Secondly, I took Uhaul over 30 minutes, which made me late for work, aggravated, and nearly with a write-up to hear them say they CANNOT issue a refund at this time. Thirdly, I PAID the fuel charges at the gas station, and the vehicle was left with half a tank. Thus, I charged double. Thus, Uhaul STOLE money from me.Desired Settlement: I want the entire amount of $97.58 refund. Also, I want all documentation with my information removed from the renter as though he never had it to begin with.

Business

Response:

August 23, 2012

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

Mr. [redacted], our President for the U-Haul Company of Orlando, followed up on the information Mr. [redacted] provided. He informed our office that Mr. [redacted]'s concerns have been addressed on many different occasions. Mr. [redacted] reported no mechanical issues with the truck until after he completed his move. The truck he rented was test driven after his move and nothing was found wrong. Mr. [redacted] also mentioned a separate issue that involves damages to this dealers gas pump caused by Mr. [redacted]. Mr. [redacted] declined [redacted] and chose to be self insured. He paid the dealer for the damage as he was responsible for the incident. Mr. [redacted] explained that this incident is a separate issue from U-Haul and if Mr. [redacted] wishes to pursue the outcome, he needs to contact the dealer who is an independent businessman. Any type of reimbursement for the the U-Haul rental is not warranted and will not be issued.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

The person who has the UHAUL is responsible for overcharging clients, which is a crime in the State of Florida. This also reflects UHAUL. I want this to remain on permanent record and for the the public to see how UHAUL treats their customers in light of their name being used. Thus, Mr. [redacted] is responsible, along with UHAUL for criminal actions.

The case here in is closed and open for review to the public.

Regards,

Business

Response:

October 25, 2012

Thank you for forwarding

Mr. [redacted]'s most recent comments to our office. We appreciate his

feedback, however, at this point no further action is needed on our

end.

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: On May 10th I brought my 2002 [redacted] to U-Haul in [redacted] to have a trailer hitch installed. This appointment was made after several issues- a wrong date listed, an email with the wrong name correcting the wrong date. My vehicle was left at the U-Haul location for approximately 5 hours. When I arrived at U-Haul to pick up my car I noticed a gouge in the middle of my bumper approx. 1 inch long, scrapes and scratches along the bottom of my rear bumper. I immediately went back into the location and let the customer service person know. He came out, took one pic of the gouge and said to call the manager on Monday. He stated there are cameras in the parking lot in case it happened in the lot. I called U-Haul on Monday and I was transferred to their insurance carrier. I was told there are "cameras in the bays, the entrance to the bays and the parking lot. They would get to the bottom of it". Fast forward to 3 weeks later- I was told my claim was denied do to it being pre-existing damage" When I pushed the "video camera comment" I was told there are only cameras in the entrance to the bays- I then suggested they zoom in on my car being brought into the bay and they will see no damage. I have not heard from the insurance company since. I did receive a letter saying my claim was denied saying- the "tech denying any wrongdoing and no video evidence available" I am filing this complaint because U-Haul damaged my vehc, denied my claim for reasons the kept changing and will not admit to the tech doing the damage. I understand it may be minor damage (I have an appraisal at $545.00) however I do not want anyone else to have to deal with this. The workmanship is shoddy-the hitch rattles and wiggles and the electrical was place INSIDE my trunk-causing me to have to have the electrical hanging out of my closed trunk lid when attached to the trailer. I hope that my experience helps others who are thinking of getting a hitch installed. [redacted]Desired Settlement: I would like U-Haul to pay for my vehicle to be repaired.

Business

Response:

June 30, 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 [redacted] regional office, followed up on the information Ms. [redacted] provided. Mr. [redacted] has corresponded with Ms. [redacted] by email and is currently awaiting two more estimates from Ms. [redacted] to determine if the bumper will need to repaired or replaced.

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