J.R.J. Tara Corporation

Review: I went to U-Haul to rent a truck on Aug 29,2014 . The agreement was that I was going to have the truck for 24 hours, and that I am going to stay in-town only. This is what the contrct is stated. He asked me how many miles what I need the truck for. I said 30 miles. I did not know how many miles it take to run errands in Flint, Mi. My total was $40.97. I used the truck to pick up televisions,mattreses,dishes at my aunt house and I went to 3 garage sales. I did some shopping. My shopping destinations where allin flint,mi. On Saturday Aug 30,2014 at 9.59 a.m, I pulled up at the u-haul in the drop off vehicle section. The man checks the vehicle for gas replacement and cleaniness and for accident dents. I went in the store to wait for service. It was busy it was only one person doing check in drop off vehicle. I asked him was there enough gas in there he said yes. Then he told me that my total miles were 93.5 mies. I said how can I do that many miles in city of flint. I did not go anywhere. He told me miles to add up. My total was $80.69. I got home and called there complaint department.I told her the story and she gave me a complaint number. She told the manager will call me in three business days for a resolution. I have not heard anything.Desired Settlement: I would like my $33.58 refunded back to me for the over charged of the 63.5 miles.

Business

Response:

Thank you for your concern for our customer Ms. [redacted], our GM at U-Haul at [redacted], followed up on the information Ms. [redacted] provided. He informed our office he spoke to Ms. [redacted] and advised her of a refund for $33.58 as requested for the miles she states she did not travel. He also offered his apology for the inconvenience she experienced. The refund was issued back to Ms. [redacted]’ [redacted] account and should post on her next credit card statement.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

Review: I have been over billed for storage and late fees. Asked the weekend employee to NOT charge me for insurance because I declined it at the point I rented my storage unit, he charged me anyways. I asked him to let the manager know I was very upset and wanted 3 months refund on the insurance charges and for the manager to explain to me why my late fees were double. He agreed to let the manager know to call me on monday. Today is Wednesday. This business is oriented to get as much punitive money from their customers as possible simply from not communicating.Desired Settlement: 3 months inurance re-embursed. DOUBLE late fees refunded and they do not have to worry about charging me again as I will be moving out at the end of this months monitary raping I paid for...

Business

Response:

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

[redacted], our Assistant Manager for our U-Haul Moving and Storage at [redacted] in[redacted], followed up on the information Mr. [redacted] provided. He informed our office a VIP Certificate in the amount of $35.85 was issued to Mr. [redacted] to cover three months of Safestor Protection and one late fee. The Certificate was applied to his storage account. Mr. [redacted] also mentioned Mr. [redacted] has chosen to stay at our U-Haul storage location because of the resolution.

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

Sincerely,

Executive Assistant

U-Haul International

Review: U-haul did not show up for the move due to them not having available equipment. Employees in the store promised to take care of things and the manager did not honor it. He said that he cannot be responsible for the things promised by employees. The employee was acting as the store manager, but apparently was not the store manager.Desired Settlement: Refund the fees incurred to reschedule the move.

Business

Response:

November 5, 2014

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

Thank you for your concern for our customers [redacted] and [redacted] whose name actually appears on the rental agreement.

We contacted [redacted] and was advised Ms. [redacted] and/or Mr. [redacted] was sent an email requesting additional details. They show the moving job was completed on September 15th and the payment code was given to the service provider. If they are requesting an adjustment on their move, they will need to pursue with movinghelper directly and was provided information if the agent from [redacted] can assist.

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 am very confused about the reply from U-haul. In their response Uhaul indicates that we provided payment code to the movers and that our case is resolved with them. However this is not true. We provided the code because we were being threatened by the movers unless we provided payment. The safest resolution would be to provide the code and dispute after the fact. I am a single female and did not feel safe arguing with two grown men about payment. Especially because they threatened me. Uhaul is taking the perspective that we paid them so it is not uhaul a responsibility but that's not right. The moving issues occurred in part because Uhaul did not have a double trailer available even though that is what was needed for our two uboxes. Uhaul had advance notice of our move and did not have the appropriate equipment for us to complete the move timely. As a result, the movers were late and we had to reschedule for another day- costing us additional fees. I did not want to pay the movers but I was threatened and gave the payment code because there was no other resolution.

Regards,

Business

Response:

January 7, 2015

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Please be advised that all funds for the service provider have been released to them. If for any reason our customer feels unsafe with the service provider, the best method for them is to contact local authorities. Ms. [redacted] and Mr. [redacted] would need to pursue the service provider directly for 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,

Executive Assistant

U-Haul International

Review: I have several complaints against Uhaul, primarily (1) the manner in which they failed to deliver a shipment of Uboxes to the correct island (in Hawaii) and (2) how they neglected to correct the matter in a timely fashion. Specifics:

1. I contracted Uhaul to ship three Uboxes from Peterborough, Ontario, Canada on October 29, 2104. The delivery location was to be to the Uhaul dealer in Kailua-Kona, Hawaii where I had arranged for pick up. Scheduled arrival date was for November 26, 2014.

2. Apparently while enroute during the month of November the dealer in Kailua-Kona closed.

3. The shipment consequently went to the island of Maui instead. I was contacted on November 13 by the traffic control manager at Uhaul to inform me of this. She had no explanation for why this happened, but then arranged to have it shipped to the dealer in Hilo, Hawaii ( the correct island at least). Sending to Hilo presented an entire new set of problems for me, in that Hilo is a 1.5 drive from Kailua-Kona.

4. Uhaul then told me they would arrange for Royal Hawaiian trucking to deliver to my location from Hilo at a "substantially reduced" cost. of $400.

5. A week went by and I heard nothing. When I called the traffic manager back on November 25, 2014, she said that the shipping company had not shipped it yet but it would go soon.

6. I was contacted yesterday (Dec 3, 2014) to tell me the shipment was on it's way from Maui and that it would arrive sometime in the next few days. In a follow-up call to Uhaul today (Dec. 4), I was told that they only moved the boxes from the Uhaul warehouse to the harbor yesterday, and it was now up to the shipping companies schedule as to when it would arrive.

7. I have filed a customer objection form with corporate office at Uhaul on November 22, 2014. I called back on November 27, 2104 and was told the ticket had been closed as it was "resolved". The person on the phone said they would re-open the ticket but after twenty minutes on hold, the phone went dead. I called them back today (Dec. 4) to complain again, and am waiting for a response.

8. A charge of $11,500 was put on my [redacted] on Nov.21, 2014 as payment for the shipment. I contacted [redacted] and asked this put suspended pending resolution. [redacted] is currently investigating the situation.

So, in summary, we still have no clear idea as to when the shipment will arrive; Uhaul has repeatedly given me either vague or misleading information, and has demonstrated a clear lack of "ownership" of this issue in order to resolve it. I do not think I should have to pay for the additional costs I will now incur in trying to recover my goods, and am considering whether I need to seek legal advice for consequential damages.Desired Settlement: I want U haul to either deliver the boxes to my location at their expense, or reimburse me for the cost of hiring a mover to retrieve and deliver the goods once the boxes arrive on island.

Business

Response:

December 16, 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 Hawaii Regional Office, followed up on the information Mr. [redacted] provided. When speaking to Mr. [redacted], she was informed Mr. [redacted] has arranged to pick up his U-Boxes at Royal Hawaiian Movers in Kailua-Kona.

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.

We incurred additional expenses, stress and inconvenience as a result of Uhaul's inability first to deliver to the proper island, then secondly, failure to take ownership of having it delivered to the right place, and third the prolonged delay in getting this resolved (Uboxes arrived in Maui on November 13, and we finally we're able to get possession on December 16th. Even allowing for reasonable delays (original delivery date was to November 26th), it is ridiculous that Uhaul acted in the way they did. It took many phone calls, emails and texts to get this resolved. It was only after I hired a third party mover to assist me that I was able to "liberate" our belongings directly at the harbor. Throughout all of this, Uhaul demonstrated a lack of responsibility. What I want is for Uhaul to compensate us $580 for the additional cost of hiring a mover. The Royal Hawaiian solution they proposed was not tenable as Royal Hawaiian had neither the means nor the desire to assist us.

Regards,

Business

Response:

January 15, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your continued concern for our customer Mr. [redacted], our President for our Hawaii Regional Office, reviewed the comments Mr. [redacted] relayed to your office. He informed our office he has left three separate messages for Mr. [redacted] requesting a return call. He would like the opportunity to personally speak to Mr. [redacted] to clear a few discrepancies in order to offer a resolution. Mr. [redacted] can be reached at ###-###-#### or direct at###-###-####. He also left his cell phone number when he left his messages for Mr. [redacted] and hopes to hear back from him soon.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: I was quoted $60 online for a 15ft truck, reserved from 9 a.m. - 5 p.m. When I picked up the truck, a hold for approximately $90 was placed on my account. I moved from [redacted] to [redacted] - important detail for calculating mileage, which also wasn't made clear during the reservation process - I have NEVER paid for mileage to rent a Uhaul - EVER - and I've moved every year for the past ten years. After returning the truck, ON TIME, and reviewing my bank statement in the following days, I noticed that I was charged an extra $99. I called to resolve the issue, thinking it was a mistake. I was told it was not a mistake, that I was charged for a TWO day reservation and for the extra mileage. Initially, I was told that the original hold for the $90 included 15 miles, and anything extra would be billed - which is the ONLY other charge I anticipated. To be quoted $60 then charged $190 is not only excessive, it's unfair and ABSURD.Desired Settlement: I want a full refund for anything extra that I was charged for, except the mileage that exceeded the 15 miles I originally paid for when the initial hold for $90.59 was placed on my account. My TOTAL payment should not have been more than $107.63 which is still excessive, considering I was quoted $60 online.

Business

Response:

March 16, 2015Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer Ms. [redacted], our Gm for our U-Haul of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he contacted Ms. [redacted] on or about March 10th to obtain additional information and advise her that the charges had been corrected and a refund for $94.91 was issued back to her Visa account. 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,[redacted]Executive AssistantU-Haul International

I was very surprised when I had rented a U-Haul Truck and found that not only did I have to pay $19.95 for the Truck, but I had to bring it back re-fueled to where it was AND pay $.99 cents per mile.

This seems like I paid 2 times for the gas that I used !!!!

It does not seem right.

Please advise.

Uhaul completely screwed us more than once. We had scheduled a uhaul for a car trailer and ended up driving two hours for the trailer we had scheduled to pick up. Ended up costing us over 100 dollars in gas and only getting a 50 dollar reimbursement. Now we scheduled a truck to haul our whole house to a new location, and the closing date ended up moving and when we called to reschedule the uhaul they didn't even have us on the calendar!! Not to mention we would have been charged an extra 300 dollars if we didn't drive 200 miles to drop the uhaul off, vs just driving to their nearest location only 38 miles away!!!! Seriously need to get their crap together. One of the worst businesses out there and if I had any other choice in companies to use to haul stuff I would definitely pay twice or three times as much than to have to deal with these incompetent people!!!

First lets start with booking a 20' rental truck 1 1/2 months before the date that I need it. I am guaranteed that I will get the truck I need the date I need it and the time. Well that was all LIES! I called once a week to make sure my truck would be ready and every time same answer YES! and someone will call you 24hrs in advance to let you know the pick up place (What) I'm not picking it up at the location I am closes to? LIES! literately less than 24hrs of my pick up time I get no call from them..I end up making all the calls and finding out I have no truck in the town where I leave (Wichita Ks) at 4pm I get a call that a truck has arrived in Hutchinson Ks which is 45-50 minutes away. Customer service lied about having a truck available at my location or near, not an hour away. and all they can do is say I'm sorry we did not lie and here's 50 bucks ... Hello its going to cost more than 50 bucks to drive that big truck back to Wichita Ks.. Never Ever Again will I use U-haul!!

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.

I'm a current u-haul customer and have rented the same storage locker for over three years. paying to u-haul in that period roughly $1800.00 I lost the key to my lock and was shocked to find that U-hauls policy in these instances is "oh well" Absolutely no help from them. The charge for a locksmith is about $100 to have one come out and grind it off. My specific complaint to u-haul and the reason I think this issue is worthy of a class action lawsuit is that u-haul forces you to buy the lock from them when you rent the locker. Why force me to purchase your product and then not offer the slightest assistance if a customer has problems. I'm retired and cannot afford a locksmith. As a result I'm unable to access my locker, even though I'm paying rent each month. 14 months and counting as of this writing.

We have always used Uhaul for our moving needs, but we will not be using them anymore. We actually have a trailer reserved to use in a few weeks and we'll be cancelling it.
It all started when the worker at the Wake Forest location where the trailer was picked up didn't offer to hook up the trailer. My husband was picking it up by himself with our 6 month old. Not only did he not hook it up, he didn't even check it when my husband hooked it up. This is important because apparently hooking up the trailer by yourself voids your insurance which was not explained to my husband.
We were driving down the interstate and had been driving for about 200 miles and had about another 100 miles to go before we were stopping for the night. It started raining and we were driving on SC roads which aren't the best. We hit a bump and the trailer came off of the trailer hitch. This engaged the emergency break on the trailer. Luckily we were able to get off to the side of the road. It was a little before 11 at night. My husband called the Uhaul number and it took about 2 hours for the lady to start looking for someone to come help us. So here we are in the middle of the night with it raining sitting on the side of the interstate with our 6 month old in the car. She said to give her 30 minutes to find someone. It took over an hour. This included her calling us telling us she was having trouble finding someone did we want her to keep looking. What else did she expect us to do? Hang out in our car all night?!? She finally found someone but he said it would take him about 90 minutes to get there and it would cost $400. We aren't sure why the insurance we paid for wasn't covering this, but we just wanted to get off the side of the road at this point. Also, let me point out that we weren't in the middle of nowhere. We were on the interstate right outside 2 major cities in SC.
We were supposed to be stopping at a hotel about 100 miles away, but we had to cancel this reservation and pay for another hotel right off an exit where we were. It was a little after 3 in the morning by the time our trailer was finally hooked back up to our vehicle.
Ever since this happened (almost a week ago), my husband has been trying to get a hold of someone to try and make this right. No one (minus whoever runs [redacted]) seems concerned. No one has even apologized. An apology can go a long way.
Specifically, my husband spoke to [redacted] who is the area manager for the Raleigh/Durham area and he didn't seem concerned at all. He basically said it was our fault and our problem. He wouldn't even give his last name or the name/number of his boss. He wouldn't even offer a compromise. I'm not sure what happened to good customer service.
I don't recommend Uhaul. I'd recommend another service even if it means paying more. That's what we'll be doing.

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: 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: I called U-Haul to make a reservation to have a hitch installed on my truck. I called the location in Jersey City and the call was rerouted to the company's 800 call center. The person I spoke with said he checked several locations and found a location in Elizabeth that had an installer on site to do the job on Saturday at 1:30pm. Once I secured the time with a $50 down-payment the order was rerouted to the Elizabeth location. In less than 10 minutes after I disconnected my call with the person from the call center, a person from the Elizabeth location called to inform me that she was at the location alone and that they were unable to install the hitch. I then told her to cancel the transaction. She claimed that she did however my card has been charged $50. There is no way that they were no able to cancel the charge and now they are telling me that it would take 3-5 business days to refund the charge. I would like my money back immediately and a blemish on their business because.Desired Settlement: I would like my money back immediately and a blemish on their record for bad business practice.

Business

Response:

December 20, 2012

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

Our records indicate the credit for $50.00 was processed the same day as the charge was processed back to [redacted]'s Visa account on December 15th from our U-Haul Moving and Storage of Elizabeth, NJ.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID 9340256, 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,

The credit of $50 was received on Wednesday, December 19th and not Saturday December 15th. The matter has been resolved in regards to the refund, but I believe this business deserves a blemish on their record because the service was not rendered and the cancellation was requested less than 10 minutes after the order was processed. The cancellation was done because the company was unable to deliver the service as they indicated over the phone.

Review: On December 31 2012 I rented a 10'x10' storage unit from the Confederation Street U-Haul in Sarnia. Upon opening the door of the unit I got the immediate feeling that it was small. I measured the dimensions and found the unit to be 8'5" x 9'2". I brought this to attention of the gentleman working. He came with me out to the yard and we measured 3 more units with the same results. He found a 10' x 15' unit that I could move my items into. I measured it and it measured 9'2" x 13'6". With no other options at the time I moved my property into the unit. The gentleman tried to edit the pricing so I would only be paying for an advertised 10 by 10 unit but was unable. He suggested I come back in the next day to speak with his manager.I returned the next day to speak with the manager. She let me know that she was unable to change the pricing and she was sending my concern to 'corporate'. I had already paid the monthly fee for a 10 by 10 unit but since my property was in an advertised 10 by 15 unit they were expecting me to pay for that size. I let them know that as soon as they could provide me with an acutal 10 by 15 unit I would pay for it but I would not pay a 10 by 15 price to have my stuff in a 9'2" x 13'6" unit.I have since followed up with the Confederation Street location manager and as of January 11 2013 there has still been no action taken. The location did deny me access to my unit due to the fact my file shows that my rent is not fully paid. After talking to the manager she let me into my unit and assured me that as soon as she heard back from corporate she would be on the phone to me.Desired Settlement: DesiredSettlementID: Other (requires explanation)

My expectation for a settlement is simple. Since my property is already in the unit I would like the monthly rate reduced to reflect the actual size of the unit. It isn't right that U-Haul is charging people for a space that is considerably smaller that advertised.

Business

Response:

January 16, 2013

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

Ms. Melanie Mikel, our GM of our U-Haul Moving and Storage at Confederation St., followed up on the information Mr. [redacted]n provided. She informed our office she left a message for Mr. [redacted]n requesting a call back. She explained, at this point, Mr. [redacted]n has only paid the cost of the 10x10 unit. There was an outstanding balance for the larger unit, but it has since been waived. Ms. Mikel also relayed that Mr. [redacted]n stated he would be moving out of the unit by the end of this month so there would be no additional fees for the larger unit and Mr. [redacted]n can have access to his unit.

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

Sincerely,

Maria Palmisano

Executive Assistant

U-Haul International

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I find it very important to point out that even though my issue was resovled in a manner that was acceptable to me, the larger issue of U-Haul advertising storage units that are smaller than stated still needs to be resolved. If steps are going to be taken in order to correct this problem I would like to be kept up to date.

Regards,

Review: I reserved a 14 foot U-Haul truck on June 28th from a facility in Altoona, PA. I was not suspicious that the truck was spray-painted white to cover the U-Haul logo. On the morning of June 29th, I (along with 3 friends) packed the truck in about 30 minutes and headed to my destination approximately 2 hours away. I had a passenger with me and my 2 remaining friends drove behind the U-Haul. Approximately 8 miles from my destination right after I entered onto Interstate 81-N, we heard a loud noise. Initially we thought it was a large semi-truck slamming on brakes, but realized there were no trucks around. My friends in the trailing care stated that they saw what looked like rocks come up from underneath the U-Haul. I decided to pull over and make sure that we did not have a flat. We looked around the truck and saw nothing other than the rear tire was wet. When we got back in the truck to take off, it would not move. I put it in another gear and would not move in that gear either. When I shifted back into “Park” there was a grinding noise. I decided to call U-Haul Roadside Assistance.

I spoke to an [redacted], a U-Haul Roadside Assistance Rep (?) at 12:06 pm. who stated that she would contact a service tech and send them our way; however she needed our coordinates. She sent me a text to gather our gps coordinates; however it would not work on my phone since I was on the phone. Instead I asked if she could send the gps locator text to someone else in the car with me. She did and after a total time of 19 mins and 23 secs (per phone records), she had my destination. Once she had that she stated she would contact a local service tech and would call me back. At 12:34 pm the service tech called to get my exact location even though we had already given them to the U-Haul rep. He stated that it would be about an hour before he would be able to make it to our location. I stated that we would drive our friend’s car to my destination which was about 10 minutes away and ask that he call before he leaves and we would meet him there. He agreed with that and we disconnected the call. We did not want to leave the truck abandoned with furniture, so we decided to go buy a padlock, return, and then proceed to my final destination to await the call.

At 2:05 pm, [redacted] called back and stated that the service tech would be at the location “any minute”. I told her that he was supposed to call us so we could leave the house. We left immediately and arrived at approximately 2:20 pm. At 2:18 pm, the service tech called and asked again what exit we were near as he was coming from the Middlesex/Carlisle Pike exit. I told him that we were right up from that exit going north. He stated that he would be on his way “soon”. At 2:57 pm, the service tech still had not arrived so I called back to see where he was. The lady I spoke with said that she would contact him to find out and call me back. I heard nothing. At 3:10 pm, [redacted] called back to find out the status right as the service techs arrived. I asked that she call back in about 15 minutes once I spoke with them as they had just arrived.

After evaluating the truck, the techs determined that bolts that held the axle onto the rear driver’s side had worked their way out. Currently there were no bolts holding the axle on. They worked on the truck by taking 2 of the 10 bolts out of the passenger side and transferred them to the driver’s side. I asked if we could just tow the truck to the final destination so we could unload it and he stated they could not—that they would be able to temporarily fix it. The bolts were what flew out and hit the underside of my friends car. The techs told me that it appeared that the truck had been worked on prior (in the same area) as the paint had been scraped off of the bolts. Once the repair was done, I asked the tech if it was safer to drive it through the city versus the interstate. He stated that it would be better to make as few stops as possible. Get it to my destination and not drive it if possible because starting and stopping will work out the 2 bolts they transferred. Hesitantly I drove the truck to the final destination arriving at approximately 4:15 pm.

At 4:23 pm, I called back and spoke with [redacted] at Roadside Assistance and gave her a status update to give to [redacted]. She gave me a reference number of [redacted]. I also told [redacted] that I do not feel safe delivering the truck back to its final destination as I was told by the techs that it was unsafe to continue driving. I asked that someone pick-up the truck. I also asked the steps that I need to take to speak to someone about the events and request some type of retribution. She stated that she would make a note and someone will call me back probably on Monday. I gave her my cell number and stated that after 5 pm is preferred.

At 6:19 pm, a wrecker showed up to transport the U-Haul; however, he was told that the front tire had come off so he was unsure if he would be able to transport the truck. After some time, he was able to get the truck hoisted and taken away.

On July 2, 2013, I called Roadside Assistance to speak to someone about the steps to take to request a refund. The individual I spoke to said that they would make note (again) and have a manager contact me within 24 hours. I ensured that they had my mobile number as primary, as well as, my home number. I heard from no one.

On July 8, 2013, I called and spoke to a [redacted] and restated my situation and that I was waiting on a call. She said that her notes showed that someone attempted to call me on July 4, 2013. I told her that I had no record of that call, no voicemail was left, and that I had my phone with me the entire day. As well I had given them an alternate home number and there was no message left. She confirmed the numbers with me, but the alternate number was not mine. She advised that normally it takes 5 business days to return phone calls of this nature. I asked why did someone tell me 24 hours, and counting today would be past 5 business days. She made note and stated that she would have someone return my within 24 hours. She confirmed that after 5 pm would be an appropriate time to call. I told her that I would avail myself no matter what time it is as I would like this finalized.

July 12, 2013: as of this date, I have not heard from anyone. I called and spoke to a Chris and advised him again of my situation. He stated (as [redacted] had) it takes 5 business days to return calls. I pointed out that it is well beyond 5 days, and would like resolution of this matter. He stated that he would transfer me to [redacted], the Marketing Manager, for that area. He also gave me his number just in case we were disconnected. He transferred me to the main U-Haul reservation line. I tried calling back using the number he provided and got the main line number (877-873-8666). I stayed on hold for approximately 15 minutes before deciding to contact my credit card company to dispute the charge.

As of July 14, 2013, I have not heard from anyone at U-Haul.Desired Settlement: U-Haul has not made an attempt to even discuss this with me for a resolution; therefore, I would like a refund of $185.44 since this caused a huge delay in my move and possible injury to my friends and I because of the damaged truck.

Business

Response:

July 18, 2013

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

[redacted] the Executive Assistant in our Harrisburg Regional Office spoke to Mr. [redacted] on July 16th. Mr. [redacted] is being refunded the cost of the rental because of the problems he experienced. The credit for $185.44 will appear on Mr. [redacted]'s next credit card statement.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

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

Regards,

Review: I rented a truck from this location last Friday, July 12, 2013. I went in and did the paperwork, then picked up the truck later. I had it scheduled for six hours, but returned it in about 2 1/2 hrs. I paid 29.95 for the truck, 14.00 for insurance, and 1.29/mi. driven. I was billed 91.71 for this. We put 20mi. on this vehicle. The gas gauge was on 3/8 full when we picked it up, and we put in 2 1/2 gallons of gas when we were finished which put the needle back to the 3/8 mark. I called the location when I received my final bill and asked them why it was so high. I was charged 23.oo for a "fuel fee" for not putting in gas. We DID put gas in it. I was telling a friend, and they said this exact location did the same thing to them. First of all, who rents a vehicle that is not full? This seems to be what they do to make more money. I want my 23.00 refunded. This is terrible. Regards, [redacted]Desired Settlement: DesiredSettlementID: Refund

I want my 23.00 refunded as we did put gas in this vehicle when we were finished.

Business

Response:

July 27, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], our Field Manager for the U-Haul Company of [redacted], followed up on the information Ms. [redacted] provided. He informed our office he issued a refund for $23 back to Ms. [redacted]’s [redacted] account. The credit should post on her next credit card statement.

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

Sincerely,

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: U haul has two uboxes in storage for me. One of the boxes was lost Nine days ago. I recently filed a claim for lost box. Since then Uhaul has been Ignoring my calls and emails. My life has been on hold because they have all our belongings. I just want someone to keep me updated on my staus of loss. Simple as that. Thank you.Desired Settlement: Contact

Business

Response:

May 13, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], the manager for [redacted], followed up on the information Mr. [redacted] provided. He assured our office everything is being done to locate Mr. [redacted]’s missing U-Box in order to return his personal belongings. Mr. [redacted] was contacted on May 7th and his situation continues to be updated on the search.

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.[redacted], Executive Assistant, U-Haul International,It is fortunate that you were able to get in contact with Mr. [redacted], the manager for [redacted], because he has refused to respond to several weeks of my phone calls and heart felt voicemails pleading him to contact me regarding this matter. In fact, the agent assigned to my case by [redacted] Insurance, Ms. [redacted], as well as Mr. [redacted], were on vacation for well over a week after being assigned our case. Uhaul lost our belongings on April 24th. The claim was filed by the general manager of the Uhaul location, admitting the Ubox was unable to be found, on the following day, April 25th. Ms. [redacted] did not call me for a statement until May 10th! That is more than 2 weeks after the claim was filed! During that 15 days nothing was being done about locating my Ubox and all of [redacted] ignored our phone calls. It has now been over 24 days since Uhaul lost our things.How long can we expect Mr. [redacted] to continue to "locate" the missing Ubox. Uhaul has had a month to find it! We trusted Uhaul because it is a big company. They offered the service of storage. We put our life's belongings in storage. When we came back for them, they were gone! Uhaul has now been looking for our things for a month. Is it reasonable to continue to let my son sleep on the foor because you lost his bed and can't find it? My family has the clothes on our back and that is all we have had since April 24th, thanks to Uhaul.Also, I think a serious investigation needs to be done into Uhaul's corporate oversight of their franchise locations. Even though a Uhaul location lost my Ubox, no one from Uhaul's corporate offices seems to care. I have spent countless hours on the phone getting transfered back and forth to different departments within the Uhaul machine, all saying they cannot help. I have tried to file complaints with the corporate superviser of the specific Uhaul location, however I can not find out who directly oversees them despite extensive searching and calling dozens of numbers. As you can imagine, if you tried to put yourself in the position of losing everything you have worked for, and then being given the run around by the people who lost it, we are exhausted and frustrated by our experience with Uhaul. We will never use Uhaul again and we will spread word through family, friends, and social media that if you use Uhaul, you risk them losing your possessions and you will never see them again. Uhaul does not care about their customers, as anyone who will hear this story will be able to plainly see.I have given Uhaul time to find the Ubox. If it cannot be found, then we need to be made whole for this traumatic loss you have endured on my family. Regards,

Business

Response:

May 22, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: [redacted]

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

Mr. [redacted], the manager for [redacted], reviewed the information Mr. [redacted] provided. He assured our office that the U-Haul Company of CO is still working to locate Mr. [redacted]’s missing U-Box, as we would prefer to get his property back to him.

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.

How long should we expect the Uhaul Location to "look" for our Ubox? We have tried to be patient with Uhaul while they engage in this "search" and it has not produced any results in a month! How much time is reasonable to continue this search? We have nothing. Imagine your children having nothing. [redacted], you seem to have very little concern or empathy for our situation. Please forward this case to someone who cares about this hardship we are enduring and will help us to resolve it. You seem to be displaying the same, "we don't care if Uhaul lost your stuff or how long you have to wait for Uhaul to find it" attitude that all of Uhual has treated us with this entire process.Please, there has to be at least one person at Uhaul that can put themselves in our position and at least apologize for this situation. Please pass this case on to someone who will do more than offer the same response I have gotten twice from you. I really hope the Revdex.com also looks into the incredibly negligent customer service in this case.Regards,

Review: I rented a storage unit at the location: [redacted] on 8/26/13. When inquiring about pricing, I told the employee that the storage unit would only be needed until 9/1/13. One of the conditions in choosing this location was that I would not be charged for the whole month of September; as I knew in advance the unit would be empty as of 9/1/13. I was told that they would pro-rate the remaining days and the total of $180 would not be charged for September. When I came to empty the storage unit 9/1/13, I was told by [redacted] that they don't pro-rate and I would be responsible to pay for the whole month of September. [redacted] also stated that the employee whom I originally spoke to was [redacted] and he was no longer working there. I then spoke to the manager on site as well with no resolution and was charged for the month of September in full. I paid the total of $180 and emptied the unit that day 9/1/13.Desired Settlement: I would like U-Haul to honor their original agreement with me and pro-rate for the month of September, as I was told by their employee at the time of purchase. I don't think it's right that a place of business should lie about the rates to swindle customers into using their services. Their staff should be trained and their rates should be relayed correctly to the customer. I would not have used this location had they been honest, as I specifically inquired about this issue in advance.

Business

Response:

October 9, 2013

Revdex.com ID#: [redacted]

U-Haul Ref#: 4[redacted]

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

[redacted], our Executive Assistant for our Northeastern PA regional office, followed up on the information Mr. [redacted] provided. He informed our office he left a message for Mr. [redacted] offering his apology for the misinformation our CSR provided and explained our company policy. He also advised him of a refund for $137.35 that he issued back to Mr. [redacted]’s credit card, which should post on his next credit card statement. Mr. Dowd provided his telephone number in case Mr. [redacted] had other concerns.

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

Sincerely,

Executive Assistant

U-Haul International

Consumer

Response:

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

Regards,

Review: I have an unsubstantiated charge on my [redacted] card for $148.75 which I have been trying for two weeks to get some resolution to but have had no success with the company responding to my calls. This is the second unsubstantiated charge that was posted to this [redacted] card by this company; the first was for $126.95 which the company removed ONLY after I called to dispute the charge. Now this second charge for $148.75 has been posted and I cannot get the company to respond with what the charge is for. I had service with this company for a truck rental for which I paid using a separate [redacted]s card for $116.51 on 10/10/13; that is the only charge I authorized. I would like to file a complaint against this company for issuing unauthorized charges to my credit card. I have filed a dispute with my credit card company as well.

Product_Or_Service: Truck rental

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the unauthorized charge of $148.75 removed from my Visa.

Business

Response:

October 30, 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 that Ms. [redacted]was on auto-pay for two U-Boxes that were moved out of on the day auto-pay hit, therefore it was a timing issue. The charge for $148.75 was refunded back to her credit card and a detailed message was left for Mr. [redacted]advising her of same.

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,

I would like to add that this is the second unsubstantiated charge that I had to resolve with this company and if I had not been diligent about pursuing them, nothing would have been done. I think the practice of posting charges that are not incurred by the customer is unethical. And the follow through with the customer is terrible.